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  • Welcome to ASM HERMES!
    • HERMES 10.6.8 Release Notes
      • 10.6.8.14379 AUG 24 MR Release Notes
      • 10.6.8.14627 SEPT 24 MR Release Notes
      • 10.6.8.14701 OCT 24 MR Release Notes
      • 10.6.8.14800 OCT 24 2 MR Release Notes
      • 10.6.8.14879 NOV 24 MR Release Notes
      • 10.6.8.14901 N0V 24 2 MR Release Notes
      • 10.6.8.15038 DEC 24 MR Release Notes
      • 10.6.8.15097 JAN 25 MR Release Notes
      • 10.6.8.15121 JAN 2 25 MR Release Notes
      • 10.6.8.15289 FEB 25 MR Release Notes
      • 10.6.8.15348 FEB 2 25 MR Release Notes
      • 10.6.8.15509 MAR 25 MR Release Notes
      • 10.6.8.15572 APRIL 25 MR Release Notes
    • HERMES 10.6.9 RC Release Notes
      • 10.6.9.14735 OCT 24 RC Release Notes
    • ASM Video Library
  • ITSM Solutions
    • Example Solutions - Best Practices for a Successful Outcome
      • Managing Changes to your ASM Application
      • Business Continuity Planning
      • Capacity Planning
      • Change Management
        • Planning Change Management
        • Build Your Workflow
      • Dynamic Ticket Routing
      • Environmental Impact Analysis (for TBL Accounting)
      • Knowledge Management
        • Planning Knowledge Management
      • Major Incident Management
        • Configure Major Incident Management
        • Allow Users to Subscribe to MI
      • Project Management
        • ASM Project Management How-To Videos
      • Service Validation and Testing
        • Example Configuration
      • User Survey Systems
        • Planning and Implementing Surveys
        • Survey Fields and Configuration
      • Workforce and Talent Management
        • Example Configuration
      • 2-Part Call Close Process
      • Incident Management
        • Planning Your Incident Management Implementation
        • Setup IPK Management
        • Build Screens to Support IPK
  • Use ASM
    • About the Alemba Service Manager Family
      • URLs and Access Parameters
        • System Access URLs
        • ASM Self Service Portal URLs
        • Pre-Populating Search Fields
    • Using the Self Service Portal
      • Logging on to Self Service Portal
        • Forgotten User ID and Password (Self Service Portal)
        • Password Expiry
      • Self Service Portal Home Page
      • Self Administration in Self Service Portal
        • Updating Your Contact Details
        • Changing Your Password
        • Delegating Work
      • Logging and Reviewing Tickets and Tasks/Approvals
        • Using the Logging Forms in Self Service Portal
        • Suggested Knowledge in the Self Service Portal
        • Reviewing Your Tickets in the Self Service Portal
          • Cloning Tickets in Portal
          • Chasing Ticket or Request
        • Off-Line Conversations with Support
        • Closing Your Tickets
        • Reopening Your Tickets
        • Cloning Your Tickets
      • Following Tickets
      • Self-Help/Self-Diagnosis in Portal: Scripts
      • Searching the Knowledge Bank in Self Service Portal
      • Chat
        • Alembot - Chatbot
      • Service Request Catalog
      • Your Surveys
    • Using Nano
      • Nano Feature List
      • NANO Video Tutorial - Quick Start
      • Nano Application
        • Viewing Your Workload in NANO
        • Viewing Bulletins
        • Nano Matching Panel
        • Using the Call, Request, and Task Details window
        • Working with Entities in Nano
          • Followers
        • Using Resource Manager in NANO
        • Viewing Your Outstanding Tasks
        • Keyboard Shortcuts
    • Using ASM Core
      • Getting Started
        • The ASM Core Window
          • The Information Panel
          • The View Option
          • The New Option
          • Configuring search results
        • Changing your Password
        • Generating an ASM statistics report
        • Printable Reports from within Core
        • Searching for Items
          • Using Wildcards in Search
          • Outstanding Item Searches
          • Saved searches
          • Viewing Search Results in Graphs
          • Creating Reporting Views from Search Results
        • Indicators - Icons
      • View Your Consolidated Workload
      • Viewing Daily Stats
      • Chat
      • Managing Followers
      • Managing Your Tickets - Calls and IPK
        • Working with Calls
          • About the Call Details Window
          • Cloning Option
          • Log New Request from Call
          • Watch Call
          • Change a Call from an Incident to a Problem, Known Error, Major Incident, or Service Request
          • About the Service Window
          • About the Call Information Panel
          • About the Matching Panel
          • Add Notes - Updating Your Tickets
            • Notes: Offline Conversations with the User
          • Managing and Using Call Activities
          • Assigning Work Based on Skills
        • Call Details Explorer Options
          • Call Activities Explorer Option
          • Linking Explorer Option
          • Forum Analysts Explorer Option
          • AI Ops Explorer Option
          • Viewing Event Transactions from a Call or Request
          • Email All Explorer Option
        • Overview of CTI in Alemba Service Manager
          • Storing Telephone Numbers for CTI
        • Logging a Call
        • Using Quick Solutions
        • Using Quick Forms
        • Deferring a Call
        • Reassigning/Forwarding a Call(s) Internally
        • Forwarding a Call Externally
        • Creating an Outage from a Call
        • Closing a Call
        • Global Updates
        • User Chased Tickets
        • Escalating Tickets
      • Sending Ad-Hoc Surveys
      • Requests and Tasks
        • Viewing your Request Workload
          • Viewing Outstanding Requests
          • Searching for Requests
        • Submit a New Request
        • Escalate a Request
        • Searching for Tasks
        • Suspending a Task
        • Completing a Task
        • Sending email from a task
        • Forwarding a Task Internally - Reassignment
        • Completing an Approval
        • Managing Change Calendars
        • Managing Resources
          • Preparing to Use Resource Manager
          • Using Resource Manager
          • Allocating Tasks in Resource Manager
      • Ordering Service Actions within ASM Core
      • Adding Attachments
      • Managing your CMDB
        • Managing CMDB Items
          • Cloning CMDB Items
          • Completing CMDB Item Details
          • CMDB Linking Diagram
          • Freezing CMDB Items
          • Linking CMDB Items
        • Managing Your Assets
          • Managing Inventory Items
          • Managing Software Products
          • Thresholds Explorer Option
          • Managing Transactions
            • Purchasing Items
            • Reserving Items
            • Allocating Items
            • Transferring Ownership of Items
            • Retiring Items
            • Changing Availability Status of Items
            • Adding an order from a search field
          • Specifying Usage Criteria
        • Managing your Service Portfolio
          • Managing Services
          • Managing Service Actions
            • Defining the Outcome of Selecting a Service Action
          • Managing Service Bundles
        • Managing Organizations
        • Managing Locations
        • Managing Cost Centers
        • Managing Jurisdictions
        • Managing Subscriber Groups
        • Managing Stakeholders
        • Options in the CMDB Items Explorer Pane
        • Allocating Change Windows to CMDB Items
        • Managing People
        • Managing Contracts
        • Managing Availability
          • Managing Outages
          • Impact Criteria
          • Displaying Outages
        • SLM - Managing Agreements
          • Defining Agreement Thresholds
          • Linking Service Items to an Agreement
          • Attaching Selection Criteria to Agreements
          • Agreement Measurements
      • Configuring AI Ops
        • Using the AI Ops Wizard
        • Managing AI Ops Rules
      • Knowledge Management
        • Managing Knowledge Entries
        • The Knowledge Bank Explorer
        • Viewing Knowledge Entries
        • Knowledge Administration
      • Configuring Reminders
      • Using IPK Workflow Rules
        • Part 1 - Building the Workflows
        • Part 2 - Defining Workflow Criteria Rules
          • Defining Call Fields for IPK Rules
        • Part 3 - Assigning Workflows to Rules
        • Configuring Call Auto Close Rules
        • Running Multiple Workflow Types on a Call
      • The Bulletin Board
        • Viewing Bulletins
        • Managing Bulletins
      • Using Timesheets
      • Scheduling Calls and Requests
      • Using Quick Forms
      • Using Call Scripts in Core
      • Instant Messaging/Internal Messages
      • Sending an Email
        • Finding Recipients
      • Delegation Setup
      • Purging Data
  • SetUp & Configure ASM
    • Licensing
      • Licensing model
      • ASM Person Licenses
    • Installation and Patching
      • Alemba Service Manager On-Premise Architecture
      • HERMES Installation Guide
        • HERMES Prerequisites
        • Upgrading/Installing ASM to HERMES Step by Step Guide
      • Installation PowerShell Parameters
        • Administration Using PowerShell Scripts
      • Installation Guide for Syncfusion Dashboards
        • Part 1-Syncfusion Dashboard Server Installation
        • Part 2-Syncfusion Server Check HTTPS Binding has been Configured
        • Part 3-Syncfusion Server User Management Server (UMS) Configuration
        • Part 4-Syncfusion Server Configure the Dashboard Server
        • Part 5-Syncfusion Server Patching the Scheduler Service
      • Upgrading from vFire 9.2 or Below
      • Installing and upgrading on Multiple Web Servers
      • Patching where downloading files is not possible
        • Installation Using Setup.exe
      • Configuring external network access to ASM
      • About the Polling Services
      • Uninstalling ASM Core
    • Setting Up your System
      • On-Premise: System Console Configuration Settings
      • Logging in as Administrator
      • ASM Nano
        • Enabling Nano
        • Request Phases
      • Setup IM (Internal Messaging)
      • Setup Email
        • Setting Up Incoming and Outgoing Email
          • Email Server Configuration
          • Methods of Authentication for Mail Servers
          • Incoming Email
            • Recognized Incoming Email Subject Headings
            • Incoming POP3, and IMAP Email Server Settings
            • Incoming Email via API
            • How the Logging Analyst is Determined on an Incoming Email
          • Outgoing SMTP Email Server Settings
          • Outgoing Email via Webhooks
          • Configure Azure MS Graph API
          • Configuring Exchange Web Services (EWS)
            • Prerequisites
              • Web Redirect URL Configuration
              • Creating an Azure Client Secret
            • EWS - Configure Outgoing Email
            • EWS - Configure Incoming Email
            • EWS - Authorize the Connection
            • EWS - Troubleshooting
        • Mail Message Access (MMA)
      • Setup Chat
    • Configuring your System
      • Accessibility Features
      • ASM Solutions
      • Call Template Administration
      • Configuration Post Go-Live
        • Preparing Production for Sys Admins and Developers
        • ASM Application Configuration Change Management
          • ASM Application Configuration Change Screens
          • ASM Application Change Workflow Template
      • Configuration Post Go-Live using SDLC
      • Configuring Escalations and Chase
      • Configuring the Data Purge Service
      • Configuring Screens
        • Creating New Screen Sets
        • Screens Available for Configuration using ASM Designer
        • Building Screens in ASM Designer
          • Configuring Fields
          • Creating a Custom Field
          • Deleting & Unlinking Fields
            • ASM System Fields for Call Screens
            • ASM System Fields for Request Screens
            • ASM System Fields for Task Screens
            • ASM System Fields for Approval Screens
            • ASM System Fields for CMDB Item Screens
          • Screen Widgets
            • Data-Grid Widgets
            • Self Service Portal System Widgets
          • Knowledge Article Screens
          • Configuring Message Templates
          • Importing/Exporting Screens
          • Troubleshooting Screens: The Screen's Dead Zone
        • Dynamic Screens
          • Deep Linking Field Data Across Screen Sets
          • Field Calculations
          • Using Rules
          • Adding Images and Progress Indicators to your screens
        • Deleting a Custom Screen
        • Configuring Button Labels
      • Conversation History Widget For Nano
      • Customizing Options for the Self Service Portal
        • Add Me: Set up "Add-Me" for Subscribing to or Following Issues
        • Styling the Self Service Portal
        • Enable Request Correction and Resubmission
      • System Administration Settings
        • Custom Global Profile Fields
        • System Settings Menu
          • Your Organization
          • Partitioning
            • Configuring Partitions
            • Partition Settings
          • System Settings
          • Security Profiles
          • Server Time Zone
            • Storing Time Zone Information
            • Time Zone Settings
          • Defining Working Hours
          • Defining public holidays
          • Reset References
          • System Source Titles
          • Browse Limits
          • Messaging
          • Message Types
            • Message Type Definitions
          • Pager Settings
          • Pager Types
          • Activity Log
          • Stored Procedures
          • System Titles
          • Quick Launch
          • Quick Notes
          • Auditing
            • Administration Audit Trail
          • User and Analyst Search Field Settings
          • Email Header and Footer
        • Security
          • Security Settings
          • Security Settings (Partitioned)
          • IPK Groups
          • Workflow Management Groups
          • Controlling log in
          • Email and Pager Options for IPK and Workflow Groups
        • Security Roles
          • General Access Security Role
            • Admin Tab
            • Timesheets Tab
          • IPK Management Security Roles
            • IPK Management Role: Options Tab
            • IPK Management Security Role: Groups Tab
            • IPK Management Security Role: IPK Streams Tab
            • IPK Management Security Role: IPK Statuses Tab
            • IPK Management Security Role: Forms Tab
            • IPK Management Security Role: Quick Launch Tab
            • IPK Management Security Role: Fwd Groups Tab
          • Workflow Management Security Roles
            • Workflow Management Security Role: Shared Tab
            • Workflow Management Security Role: Requests Tab
            • Workflow Management Security Role: Tasks Tab
            • Workflow Management Security Role: Processes Tab
            • Workflow Management Security Role: Groups Tab
            • Workflow Management Security Role: Request Screen Sets Tab
            • Workflow Management Security Role: Task Screen Sets Tab
            • Workflow Management Security Role: Appr. Screen Sets Tab
            • Workflow Management Security Role: User Approval Screen Sets Tab
            • Workflow Management Security Role: External Supplier Screen Sets Tab
            • Workflow Management Security Role: Closure Task Screen Sets Tab
            • Workflow Management Security Role: Forms Tab
            • Workflow Management Security Role: Template Tab
            • Workflow Management Security Role: Request Quick Launch Tab
            • Workflow Management Security Role: Task Quick Launch Tab
          • Configuration Management Security Roles
            • Configuration Management Security Role: CMDB Items Tab
            • Configuration Management Security Role: People Tab
            • Configuration Management Security Roles: Organizations Tab
            • Configuration Management Security Role: Locations Tab
            • Configuration Management Security Role: Contracts Tab
            • Configuration Management Security Role: Subscriber Groups Tab
            • Configuration Management Security Role: Cost Centers Tab
            • Configuration Management Security Role: Jurisdictions Tab
            • Configuration Management Security Role: Forms Tab
          • Service Level Management Security Roles
            • Service Level Management Security Role: Options Tab
            • Service Level Management Security Role: Forms Tab
          • Availability Management Security Roles
          • Knowledge Management Security Roles
            • Knowledge Management Security Role: Options Tab
            • Knowledge Management Security Role: Content Access Tab
            • Knowledge Management Security Role: Statuses Tab
          • Bulletin Board Security Roles
          • Dashboard Management Security Role
          • Integration Security Role
        • IPK and Workflow
          • Incident, Problem & Known Error (IPK) Management
            • Configuring IPK Settings
            • IPK Settings (Partitioned)
            • Action Type
            • Call Attributes
            • Call History Types
            • Call Impact
            • Call Physical Statuses
            • Call Priority
            • Call Screen Sets
            • Stakeholder Roles
            • Call States
            • Call Status Titles
            • Call Urgency
            • Closure Groups
            • Custom Call Profiles
            • User Survey
            • User Survey Screen Set
            • IPK classes
            • IPK Streams
            • IPK Statuses
            • Link Stream/Status to Call Screen Set
            • Link Type/Stream/Status to Call Screen Set
            • Link Screen Set to Reasons
            • Link Type to Reason
            • Limit Type by IPK Status
            • Link Type to Call Screen Set
            • Priority Matrix
            • Quick Forms
            • Quick Solutions
            • Reasons
            • Call Scripts: Scripting
            • Type Tiers
          • Workflow Management
            • Workflow Management Settings
            • Workflow Attributes
            • Approval Types
            • Request Action Types
            • Request Implementation Profiles
            • Request Implementation States
            • Request Link Types
            • Request Physical Statuses
            • Request Phases (Nano)
            • Request Priority
            • Request Risks
              • Request Risk Assessment
              • Request Impact
              • Request Complexity
              • Request Risk Assessment Matrix
            • Screen Sets for Requests, Tasks and Approvals
            • Request Stakeholder Roles
            • Request Completion Statuses
            • Request Types
            • Task Action Types
            • Task Phases
            • Task Physical Statuses
            • Task Priority
            • Task Status Titles
            • Task Types
            • Workflow Management History Types
            • Request History Filters
            • Workflow Processes
            • Workflow Export and Import - Workflow Porting
            • Linking Approval Screens to Partitions
        • Service Level Management
          • SLM Settings
          • Agreement Attributes
          • Agreement Selection Priority
          • CMDB Selection Priority
          • Agreement Stakeholder Roles
          • Agreement Statuses
          • Exclusion Reasons
          • Agreement Types
          • Event Activity Types
          • Agreement Matrices
          • Measurement Types
          • Payment Types
        • CMDB (Configuration Management Database)
          • CMDB Settings
          • CMDB Service Levels
          • CMDB Item Classes
          • CMDB Item Criticality
          • CMDB Item Physical Statuses
          • CMDB Item Types
          • CMDB Link Status
          • CMDB Link Types
          • Contract Support Type
          • Contract Types
          • Cost Center Category
          • Custom CMDB Profiles
          • Person Profile
          • External Contact Type
          • User VIP Statuses
          • Disposal Methods
          • Financial Statuses
          • Financial Category
          • Freeze Statuses
          • Link Manufacturer to Model Type
          • Manufacturers
          • Model Types
          • Organization Profiles
          • External Supplier Statuses
          • Purchase Method
          • Service Link Types
          • Service Portfolio Statuses
          • Service Cost Types
          • Service Periods
          • Asset Management - Asset Lifecycle Status
          • Asset Management - License Type
          • Asset Management - Transaction Status
          • Self Service Portal Display Categories
          • Stakeholder Roles
          • Auditing Configuration Items
        • Availability
          • Configuring Availability Management
          • Outage Types
          • Schedule Definition
        • Depreciation
          • Batch Run Parameters
          • Depreciation by CMDB Item Type
          • Depreciation Methods
          • Depreciation Schedules
        • Knowledge Bank
          • Knowledge Bank Settings
          • Knowledge Base Types
          • Knowledge Entry Types
          • Knowledge Profiles
          • Knowledge Ratings
          • Knowledge Statuses
          • Knowledge Document Import
        • Bulletin Board
          • Configuring the Bulletin Board
          • Bulletin Board Priorities
          • Bulletin Stakeholder Roles
        • Text Retrieval
          • Common Words
          • Keywords
          • Synonyms
        • Analytics
          • Analytics Settings
          • Classic Syncfusion Dashboard Server Configuration
        • Self Service Portal
          • Self Service Portal Settings
          • Self Service Portal Settings (Partitioned)
          • Self Service Portal Roles
            • Options Tab
            • CMDB Tab
            • Content Access Tab
            • Workflow Templates Tab
            • Call Templates Tab
            • IPK Status Tab
            • Dashboard Management Tab
          • Self Service Portal Systems
          • Self Service Portal My Options
          • Self Service Portal Tables
          • Service Order Status Titles
          • Question Mappings
          • Catalog Promoted Items
          • Suggested Knowledge in the Self Service Portal
          • Creating Custom Pages
          • Link Organization to Portal Key
        • Nano
        • Preview Features/Advanced Options
          • Settings
            • Multi Language
              • Languages
                • Portal Label Language Updates
                • Service Title Language Updates
            • Call Activities
            • Enable Active Directory Mappings to Sub Groups
            • CTI
              • Setting up the Alemba Service Manager CTI
            • SignalR Scale Out Options
            • External Chat tool Integrations
          • Portal Settings
          • Global Search
          • Chat Bot
      • Workflow Template Administration
        • Basic Process for Building a Workflow
          • Task List for Workflow (Request Template) Creation
            • Create a Service Action and Attach a Workflow to it
        • Managing Tasks - Adding Tasks to the Dependency Diagram
          • About Tasks - General
          • Task Types in the Task Palette
            • Defining Request Start Details
            • Creating a Standard Task
            • Create Request Task
            • Creating an Approval Task
            • Creating a User Approval Task
            • Conditional Branching Tasks
              • Defining a Dependency Rule
              • Defining Dependency Actions
            • Creating a Messaging Task
            • Creating a Delay Task
            • Creating a Manage CMDB Task
              • Recursive CMDB Task
              • Adding Transactions to a Manage CMDB task
              • Asset Management Transactions in a Manage CMDB Task
              • Mapping Fields to be Updated by a Transaction
            • Creating an Outbound Action Task
            • Creating an SLM Start Clock/Stop Clock Task
            • Creating an External Supplier Task
            • Creating a Run External Procedure Tasks
            • Creating a Change Window Task
            • Creating a Closure Task
            • Creating an Activation Task
        • Component Workflows
        • Setting Up Amendable Requests
        • Troubleshooting Workflow and Service Action Linking
        • Sharing Parent Request Items with Child Requests
    • Dashboards and Reporting
      • Dashboard Configuration and User Learning Guide
      • Descriptions of Default Reports and Dashboards (SDI Classifications)
        • 8.3 Number of Incidents and Service Requests
        • 8.4 Average Time to Respond
        • 8.6 Average time to resolve incidents or fulfill service requests
        • 8.7 First Contact Incident Resolution and Request Fulfilment Rate
        • 8.8 First Level Incident Resolution and Request Fulfillment Rate
        • 8.9 Reopned Incident Rate
        • 8.10 Backlog Management
        • 8.11 Percentage of hierarchic escalations
        • 8.21 Percentage of Functional Escalations copy
        • 8.23 Average incident resolution time by priority
        • 8.24 Average request fulfilment time by priority
        • 8.25 Average resolution time by incident category
        • 8.26 Average fulfilment time by service request type
        • 8.27 Comparison of service level targets to performance
        • 8.28 Service Desk Knowledge Usage
        • 8.29 Customer Facing Knowledge Usage
        • 8.30 Service Desk Knowledge Quality and effectiveness
        • 8.31 Customer facing knowledge quality and effectiveness
        • 8.33 Monitoring Incidents caused by changes measured against target
        • 8.34 Total cost of service delivery
        • 8.35 Average cost per incident by channel
        • 8.36 Average cost per service request by channel
        • 8.43 Problem records created through proactive problem management
        • 8.44 Incident reduction through problem management
      • Install SDI Reporting Pack
      • Dashboards and Reports (.sydx Files)
      • Connecting to Other Data Sources
      • Sample SQL Queries
      • Migrating your Syncfusion Dashboards to a New Server
    • FAQ
      • Limited Support/End of Life Capabilities
        • Configuration Portability
          • Overview & Best Practices
          • Porting Configuration Data
          • Viewing the Export and Import Logs
        • Server Console
          • Accessing the Server Console
          • Creating a New ASM System
          • Server Console system tasks
          • Customization nodes
          • SQL Server and Table Ownership
          • Updating Scripts
          • ASM Core Registry Keys
        • Concurrent Licensing
          • License Corrals
        • Alemba Classic API
          • Programming with the Classic API
            • WCF Client
          • Code Examples
          • Return Values
          • API Message Types
          • API Lookups
          • API Transactions
            • Availability Transactions
            • Call Transactions
            • CMDB Item Transactions
            • Contract Transactions
            • Cost Center Transactions
            • Jurisdiction Transactions
            • Location Transactions
            • Organization Transactions
            • Person Transactions
            • Subscriber Group Transactions
            • Knowledge Transactions
            • Bulletin Transactions
            • System Transactions
              • Session Transactions
              • Add Note Transactions
              • Attribute Transactions
              • Development Transactions
              • Message Transactions
              • Object Transactions
              • Stakeholder Transactions
            • Workflow Transactions
              • Workflow (Request) Transactions
              • Task Transactions
          • API Classes
          • API WSTester Application
      • Configuration or Customization
  • Integrate
    • Integration Overview
    • Managing Integration
      • Setting Up the Integration Platform
        • Defining Connectors
        • Defining Sources
        • Configuring an Integration Source
        • Resource Mapping
        • Defining Property Transforms
        • Defining Profile Maps
        • Defining Resolution Rules
        • Defining Link Type Mapping
      • Single Sign-On using SAML
        • Integrated Security vs. Single Sign On
        • Technical and Access Requirements
        • Configuring ASM for Single Sign-On
        • Importing Identity Provider Metadata
        • Service Provider Signing Certificate
        • Configuring the Service Provider
        • Exporting Service Provider Metadata
        • Importing Service Provider metadata into the Identity Provider
        • SSO Troubleshooting
        • SSL Binding
        • Creating a Self Signed Certificate
        • Extending the Single Sign-On Connector
      • Configuring Azure Active Directory discovery
      • Azure Multi-factor Authentication
      • Viewing Integration Activity
        • Viewing Integration Log
      • Connectors to ASM Core
        • Connector Matrix
        • Installing Connectors
        • CMDB Connectors
          • Altiris Network Discovery Connector
          • CA Cohesion Connector
          • Centennial Discovery/FrontRange Connector
          • EMC Smarts NCM Connector
            • Service Assurance Manager Connector
          • LANDESK Connector
          • Microsoft Azure Connector
          • Microsoft SCOM Connector
          • Microsoft SMS and SCCM Connector
          • Snow Connector
          • SolarWinds Connector
          • VMware Application Discovery Manager Connector
          • VMware vCenter Configuration Manager Connector
          • VMware vCloud Director Connector
          • vRealize Orchestrator Connector
        • LDAP Connectors to ASM Core
          • Microsoft Active Directory Server Connector
          • Novell eDirectory Server Connector
        • Generic Connectors to ASM Core
          • Email Event Connector
          • External Process Connector
          • Stored Procedure Connector
          • ASM to ASM Connector
          • Jira Connector
            • Developer Notes for the Jira ICNF
          • CSV File Connector
          • MS Azure DevOps Connector
          • Connector Suite for MS SQL Server Tables
          • Resource Databases Connector
            • Tutorial for Configuring the Database Resources Connector
        • Microsoft Alemba ITSM Connector
      • Build your Own Connector
        • Microsoft Entra ID (Azure Active Directory) - Connector Builder
        • Microsoft Intune - Connector Builder
      • Managing the Federated CMDB
        • Managing Scheduled Integration Scans
        • Auditing Configuration Items
      • Managing External Resources
      • Selecting Fields for Mapping
      • Managing Inbound and Outbound Actions
        • Configuring Inbound and Outbound Actions
          • Configuring Outbound Actions
            • Using Outbound Actions
          • Configuring Inbound Actions
        • Inbound or Outbound Action Source Parameters
      • Managing Events
        • Configuring Event Management
          • Event Management Source Parameters
          • Viewing Event Types
          • Managing Event Type Mappings
        • Using Events
      • Webhooks
        • Webhook Payloads
      • Canvas App Widgets
      • Microsoft Teams Chat Integration
      • Microsoft Project Integration
      • Connector Diagnostics
    • API's
      • Alemba RestFul API
        • Alemba API Architecture
        • Installing the Alemba API
        • Logging In to the Alemba API Explorer
        • Navigating the Alemba API Explorer
        • Alemba API Programmers’ Guide
        • Alemba API Programmers' Cookbook
          • Recipes
        • Alemba API Related Database Tables
        • Using API Reporting Views
        • Authentication
          • Configuring Authentication for the Alemba API
          • Configuring Windows Authentication for the Alemba API
          • Configuring Single Sign On using SAML for the Alemba API
      • Azure/ Web API/Logic Apps
      • ASM API Quick Reference Guide
        • Getting Started: The ClientId
        • Postman for Testing
        • Search for Existing Calls
        • Locking and Updating Calls
        • Creating New Calls
  • Earlier Versions of ASM
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  • Workflow Task Details and Configuration

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  1. SetUp & Configure ASM
  2. Configuring your System
  3. Configuration Post Go-Live
  4. ASM Application Configuration Change Management

ASM Application Change Workflow Template

The ASM Change Workflow Template is constructed so that important steps along the way are followed.

PreviousASM Application Configuration Change ScreensNextConfiguration Post Go-Live using SDLC

Last updated 7 months ago

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The ASM Application Configuration Change Management Workflow as detailed here, is provided as an example for those clients wishing to implement a targeted CM process around managing changes and configuration in their ASM application post go-live.

ASM ships with a standard Change Workflow for you to use that is widely applicable to all changes in your organization. ASM does not ship with the Change Management Workflow Template, message templates, or screens outlined in this section.

Audience: System Administrators/ASM Developers with sufficient rights to update, change, and configure ASM, ASM Screens, and ASM Workflows.

Workflow Overview

The ASM Change workflow will gather important change details, get stakeholder (ASM Change Review team) buy-in and send the change to UAT, if UAT is needed for the change.

Additional decisions and actions along the way:

  1. If approval is not unanimous, a meeting will be scheduled with the stakeholders and change team to discuss. A second chance approval will then be issued and if unanimous, the change will progress to the next stage. If unanimous approval is still not received, the change will close.

  2. The workflow will check if the change impacts screens or workflow and if so, will activate the UAT path. If not, it goes straight to implementation.

  3. Once implementation is complete, an evaluation for the necessity of UAT is performed and if UAT conditions are met the UAT branch will be activated.

  4. The UAT Branch will:

    • Create a task to copy Production down to the Test environment

    • Create a task to make the test environment ready for QA

    • Notify QA when UAT can start

    • If QA rejects the build, the workflow will activate a recursion back to the implementation task to try again.

    • Once QA passes the build, a task is created to enable the changes in Production.

  5. Finally, the closure task is set to manual, assigned to the Release team, and when the release team has reviewed the whole of the request and results, they will close it.

Workflow Task Details and Configuration

Below are the critical tasks and their configuration. You will add or remove tasks from this list as necessary to meet your own organizational structure.

TASK: ASM Stakeholder Application Change Review

Profile - CAB Approval

Description - Hello, a request to change ASM has been submitted. Please see the details of the change and if you approve, please complete the approval via email or by logging in to the Self-Service Portal. If you or any other stakeholder reject the change, a meeting will be convened to discuss the details and a second approval will be forwarded. If approval is not unanimous a second time after the meeting, the request will be cancelled and no further action will take place. What happens next? Workflow Changes: If you approve of this change and the approval is unanimous;A task will be forwarded to the Lead developer to clone the workflow requiring a change and its associated screens. This new workflow will be placed into a secure development folder for completion by the assigned developer. A new Service action will also be created and assigned to the developers subscriber groups for the purpose of verifying and testing screens on the self service portal. This will hide the service action from view of the public while allowing the developers to verify rules, fields, and filters are working correctly. All other Changes: If you approve the change and the approval is unanimous, a task will be forwarded to the developers group, the change will be implemented and tested, and then it will be released immediately.

Entity - ASM APP CR

Phase - Initiation

TASK: ASM CR Rejected - Schedule Stakeholder Review Meeting

Profile - Notification

Description - Hello, a request for change for ASM has been submitted and at least one approval authority has rejected the change. Please schedule a meeting with the Review board listed below. Once the meeting has been scheduled, enter the date and time in the meeting Date field on this task in ASM Core (You cannot complete this task via Email). What Happens next? The meeting will convene and a single approval will be assigned to each member of the review board. Unanimous approval is required. If after the meeting we still do not have unanimous approval, this request will be considered rejected and it will close automatically. If we do achieve unanimous approval, the request for change will progress normally. Thank you

Entity - ASM TSK CR

Phase - Initiation

APPROVAL: Second Chance ASM Change Request Review

Profile - Managerial Approval

Description - Hello, The Change requested for ASM was rejected initially by at least one of the member of the review board and so a meeting was scheduled. Once the meeting has been held and the change discussed by the team, please complete this approval and reject or approve it once again. A unanimous approval is required for the request for change to the ASM application to proceed. Based on the results of the meeting that was held, please enter the decision. Thank you

Entity - ASM APP CR

Phase - Initiation

USER APPROVAL: ASM Change QA Pass/Fail

Profile - User/Customer Approval

Description - Hello, Please complete UAT against this package. When testing is complete, please approve this task if it has passed, or reject it if it has failed. You will need to communicate the defects through your usual channels. Thank you

Entity - ASM USR APP CR

Phase - Testing

CONDITIONAL BRANCH: Does Change Impact Workflow or require new screens?

Profile - Unspecified

Description - NULL

Entity - Conditional Branching Task

Phase - Initiation

Conditions/Parent Actions/Dependent Tasks

WF YES/Activation Task/None/ASM Change: Set Up Developers Entities and Work Items

WF YES/Activation Task/None/ASM Change: Set Up Developers Entities and Work Items

WF No/Activation Task/None/ASM Change Request Implementation

WF No/Activation Task/None/ASM Change Request Implementation

WF YES Rule Configuration - (R) YES NO 1 = Yes

WF NO - Rule Configuration - (R) YES NO 1 = No

CONDITIONAL BRANCH: Is UAT Required?

Profile - Unspecified

Description - NULL

Entity - Conditional Branching Task

Phase - Build

Conditions/Parent Actions/Dependent Tasks

UAT Yes/ASM Change Request Implementation/None/ASM Change-Copy PRD to UAT

UAT No/ASM Change Request Implementation/None/ASM Change Completion/Delivery

UAT YES Rule Configuration -

{Request:ASM_IMPACTED AREAS} = "Workflow " OR {Request:ASM_IMPACTED AREAS} = "Screen(s)" OR {Request:ASM_IMPACTED AREAS} = "Self-Service Portal" OR {Request:ASM_IMPACTED AREAS} = "Skins and Branding" OR {Request:ASM_IMPACTED AREAS} = "Integrations" OR {Request:ASM_IMPACTED AREAS} = "Upgrade/Vendor Project"

UAT NO - Rule Configuration -

NOT {Request:ASM_IMPACTED AREAS} = "Workflow " OR NOT {Request:ASM_IMPACTED AREAS} = "Screen(s)" OR NOT {Request:ASM_IMPACTED AREAS} = "Self-Service Portal" OR NOT {Request:ASM_IMPACTED AREAS} = "Skins and Branding" OR NOT {Request:ASM_IMPACTED AREAS} = "Integrations" OR NOT {Request:ASM_IMPACTED AREAS} = "Upgrade/Vendor Project"

TASK: ASM Change: Set Up Developers Entities and Work Items

Profile - Implementation

Example: Suppose the workflow for New User Onboarding is not changing but the screens that support the workflow are. The requirement is to add 2 new user types to a drop down list. You first check all of the rules in the workflow template and determine that at least 1 rule is in fact looking at this field. Now, you will need to follow the whole of the process because there is a conditional branch in the workflow that makes decisions based on the user type. The workflow in this scenario will indeed, be changing. What seemed like a small change could actually have a bigger impact that the project champion may not know or understand.

Basic Detailed Process for establishing a development work order setup:

  1. Ensure the developer is in the Developers subscriber group.

  2. Clone the impacted workflow to the Development Workflow Process. See Also: Workflow Template Administration to learn more about creating new Workflow Templates

  3. Create New Request Submission, Details, and Review Screen sets in System Administration. **You may also need to create approval and task screen setsUsing the current screens as a template, create the new screen entities.

  4. Copy all Message Templates as well. Use the "Copy From".

  5. Open the workflow you cloned, and point the request, all of the tasks, approvals and messages to the new screens and message templates. e.g., if the original screen task CR_TASK, the new Screen might well be called CR_TASKv2, and so on.

  6. Assign all Tasks and Approvals to the 'Developers' Approval and Workflow Group.

  7. Assign the request to the 'Developers' workflow group.

  8. Save the request.

  9. Access the CMDB and clone the impacted service action. This will be the one that calls the template you are modifying.

  10. Point the cloned template to the new workflow you just cloned and rename the Service Action in such as a way as the developer will know which is in development. e.g., you could preface the Service Action Title with "DEV", or similar.

  11. Before you click Save on the new service action, ensure you have added the subscriber group and unchecked the Available to all subscribers checkbox.

You have now created a dev template and screens along with a hidden service action. The developer can begin work without your users being able to see or being impacted by the developers activities. What happens next? Now that you have configured the new version of the workflow, or perhaps created an entirely new one, a task will be created for the developer to begin work. You should include the name of the screens and template, Service Action etc, in you closing comments so that the developer assigned will know what entities have been configured.

Entity - ASM TSK CR

Phase - Build

TASK: ASM Change-Workflow Implementation/Update

Profile - SW Change-Implement

Description - Hello, A change to ASM Workflow and or Screens has been requested and approved. All of the necessary dev entities have been configured for you to begin work. Please the Request History" for any notes and information left for you by the individual who configured the environment. You will need to:Implement the Build/Change and perform a basic Unit Test.Document on the Request (Add a Note) any Risks, Actions, Issues, Decisions or Test Results. If the project is not on track or has issues, update the status to Yellow or Green as appropriate.When you have completed the work and you are ready to send it to UAT, you will complete this task. A new task will be created automatically and forwarded to the correct group or individual to log the Vendor ticket to have UAT refreshed with Production so that UAT may begin. Please note: You are developing and completing this work in Production. No changes can be made in the UAT environment. ​Because of this you must: Do not make changes in UAT as they cannot be moved backwards to Production. Do not make changes to any entity apart from that which has been configured for you and approved through the Change Board already.

Entity - ASM TSK CR

Phase - Build

TASK: ASM Change Request Implementation

Profile - SW Change-Implement

Description - Hello, a change request for ASM has been approved and is ready for implementation. All of the necessary documents should be attached to the request. When the implementation is complete, include the details on this task and then please complete the task. Please hold this task open and keep a running narrative of any issues, actions or decisions until you have completed the build and unit testing. Do not complete this task until it is ready for either UAT or delivery. Include any results of your unit test where relevant. Thank you

Entity - ASM TSK CR

Phase - Build

TASK: ASM Change-Copy PRD to UAT

Profile - Unit Test

Description - Hello, a request for a change to ASM has been submitted, approved and completed.

  1. Please log a ticket at https://alemba.help/production/portal.aspx to have the UAT environment refreshed with a copy of Production.

  2. Enter the Request Number and the Date Time Requested. You cannot complete this task without this data.

What happens next? Once the UAT environment has been refreshed, UAT will commence. Once UAT has completed you will be required to enable this new capability in Production. We will not move any data from UAT to Production.

Entity - ASM TSK CR

Phase - Test

TASK: ASM Change-Test System Make Ready

Profile - Unit Test

Description - Hello, please make the UAT system ready for UAT testing. You may need to perform the following:

  1. Ensure all email addresses are wiped, apart from the QA Team. This will ensure no emails go out to any unintended recipients.

  2. Ensure all the task assignments in the workflow template are set to the correct groups for testing. Use your discretion how to handle this. When the workflow is ready to be published in Production, you will need to ensure the production tasks are correctly assigned.

  3. Ensure that the service action for the project is not restricted by Subscriber group, else the QA team will not be able to see it.

This list is not inclusive, there may be other tasks you will need to perform on a case by case basis.

Entity - ASM TSK CR

Phase - Test

TASK: ASM Change UAT Passed: Make Ready/Publish PRD

Profile - SW Change-Completion

Description - Hello, an ASM Software change request has been completed and UAT has issued a PASS. Please make the change available in Production. To publish the change (make the Change Visible):

  1. In the Workflow Process Template Window, Highlight the Dev Workflow that is the subject of this call.

  2. Click "Rename" and rename the Template appropriately.

  3. Select the Workflow Process it should be located. e.g., DEV-Software Request v1 might get renamed to Software Request v1 and then be placed into the Service Request Fulfillment Workflow Process.

  4. Open the workflow and in each task, email, and approval, set the assignments correctly. They will have all been set to the Developers Groups for development.

  5. Click Assign on the Request and assign the workflow template to its default group.

  6. If a dev Service Action was used, delete the DEV service Action.

  7. If you updated a workflow template or created a new one, open the Published service action, and point the service action to the New workflow template.

  8. Ensure the correct subscribers are listed or that if all users should see it that you have ticked the available to all subscribers.

  9. Access the Portal where appropriate and ensure the final result is as expected

  10. Access Core, and ensure the final result of the change is as expected.

Entity - ASM TSK CR

Phase - Change Implementation

CLOSE TASK: ASM Change Request Final Review and Closure Task (Manual Close Task)

Profile - Closure

Description - The ASM Change Request has been completed and Published. Please review the whole of the request and implementation and ensure it is complete. Then you may close the request in ASM using this task. Thank you

Entity - Closure Task

Phase - Post Implementation Review

BEST PRACTICE - Always fill out the Task Description fully.

This is very often mapped as the body of the email notification for that task so at a minimum, you will want it to say enough to explain what the task is about and what the expected action is. It is also helpful to explain what happens next in the workflow on completion of this task. Click the image below to see an example

BEST PRACTICE - Always fill out all of the task information.

Pay particular attention to the "Request Status on Completion", "Request Status on Rejection" and the phase and status fields. Task Type is also important.

  1. Request Status on Completion, etc... - By understanding what the status of the request should be when the current task is finished, you can have the workflow automatically update the request to reflect it. These status are tied to request phases. You can also make use of the request status to activate rules in the screens and in the workflows.

  2. Task Types - These indicate the nature of the task, such as UAT, Unit Testing, Development, or Delivery. As above, you can then leverage this information to enforce field rules. For example, you might want to require a test result field but only on testing tasks and no others. If you are leveraging the task type, you need not write complex rules or create numerous screens.

  3. Task Status/Phase - This indicates where the task sits in the big picture. This is very useful for reporting and filtering.

  4. Order - this is a way for you to create a numerical system by which you can order the tasks in task lists. e.g., 100,200,300,310,311,320,400,500... By starting with big numbers I can now see from the example above that tasks 310 and 320 are clearly part of task 300's branch. 311 would be part of 310's branch, and so on. If you do not enter an order, then your tasks will appear in lists in random or alphabetical order and it can make following the workflow more difficult.

  5. Task Priority - some tasks are more critical than others and by setting the correct priority, analysts are better able to see them in large lists.

  6. Planned Time - The default planned time value is 168 hours, or 7 days. If your workflow has 10 tasks, the estimated completion date could easily be several months out. If you can enter the time the task should realistically take to complete, your auto-calculated dates will be much more accurate.

- Are configured for unanimous approval. This means that if a single approver rejects, all remaining incomplete tasks will close and the meeting branch will be activated. If there is unanimous approval, then the request will instead, proceed.

- The delay task is configured to wait to progress the request until the meeting date and time has elapsed for the Change Review and second chance approvals.

Description - Hello, a change to ASM has been requested and approved. The change requestor/project champion has indicated that workflow and/or screens are impacted or that this is an entirely new workflow. This task is for you to configure entities necessary for the Lead Developer to begin work. Prerequisite: Ensure for isolation and concealed development. Summary List of Your Activities: 1. Workflow Template (New or Clone) 2. Screen Sets (New or Clone) 3. Request Assignment - Dev elopers 4. Task and Approval Assignment (Developers) 5. Subscriber Group Check 6. Service Action Setup - Subscriber Group Note: If this request only involves screen changes, you may potentially skip over workflow items, if the changes will not impact the workflow. However, if the screens are used on a workflow or the changes impact workflow rules, you will need to follow all of the steps.

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Activation Tasks
Delay Task
production has been configured
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