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

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  1. SetUp & Configure ASM
  2. Configuring your System
  3. Configuring Screens
  4. Building Screens in ASM Designer

Configuring Fields

You can configure fields in any of the following ways:

  • Edit the field properties and options

  • Apply filters to lookup fields to ensure the users only sees the data intended

  • Apply a security level so that only Analysts and Users with the appropriate security access can view or edit the field

  • Apply a mask that ensures that only a certain type of information can be keyed into a field

In most cases, changes to these properties only apply to the selected screen. Fields that are on related records, such as a user’s telephone number on a Call screen, are Read Only by definition, so you cannot apply a condition or make them required. You can however make them conditionally Hidden.

  1. The Display Name and Label for a given field are 2 different things (See image below): The Display Name is the global display name (in pick lists, rules builders, etc.) whereas the Field Label applies only to the current screen. Alemba do not advise changing the Display Name of a field. This is because other projects may have used the same field on other screens and in other processes. Changing the display name would cause confusion. Think of it as the System Default Name whereas the Label can and should be configured to appear the way you want it to appear on the screen itself.

  2. Some changes to system fields are reflected globally and changes you make in one screen will impact other screens. For example, if you place access restrictions or auditing on specific global system fields, that change will impact the field and its behavior on all screens in ASM. Any field where you see the following (Impacts Parent) will behave in this way (See image below).

These fields are:

  • User

  • Organization

  • Location

  • Service

  • Configuration Item

  • Type

  • Ref

  • Impact

  • Urgency

  • Priority

  • Description

  • Actions and Solutions

Setting Field Properties

Before you start

  1. Before making amendments to the configuration of fields, we strongly recommend that you undertake appropriate training on ASM Designer.

  2. Exercise caution when using ASM Designer to modify designs which have been customized by Alemba® Professional Services. Contact your Alemba® account manager if you are uncertain about whether your actions will impact these customizations.

  3. To configure fields using ASM Designer, you must have Designer selected in your General Access Security Role.

  4. To maintain an audit trail of changes made to screens, forms and message templates, Designer must be selected in the Auditing window.

  1. Select the field(s) you want to work with. Small squares will appear in the corners and top and bottom edges of the selected field(s) as in the image above, a blue box will surround the selected field.

  2. The Field Settings tab is automatically displayed, and the field settings that you can edit for the selected field(s) on this screen are shown in the Field Properties table in the left pane.

  3. Any of the following may be displayed, depending on your field selection, for you to update as appropriate:

Label

The screen label for the field, button or section (except sections without headings). The default value is the Display Name.

The field label is only used on the screen you are editing, so the same field can have different labels on different screens.

It is not used in searches (search criteria). Display name must be used for this purpose.

Field labels, particularly those which appear on the Self Service Portal, should be managed with care and attention to detail. Use plain language and user-friendly and familiar terms where possible. You can include any amount of text needed to explain the field where appropriate.

Size

A pre-defined physical size for the field. Options include:

  • Small (1/4 the window width)

  • Medium (1/2 the window width)

  • Large (3/4 the window width)

  • X Large (full with of window)

ASM Designer supports relative positioning, so depending on the size of the field and adjacent fields, some fields may be automatically moved or resized to fit all fields within the width of the window.

Read Only

Use the drop down list to select whether the field is read only, that is, Analysts and Users will be able to see the field value, but cannot change it.

If Yes is selected, the Required property is disabled.

A list of available rules appears. If a rule is selected the field is read only while the condition in the rule is met.

If the field appears on a portal review screen, this property is hidden by default.

Required

Select the checkbox to make the field mandatory. Select the button to display the Required Field Configuration window , in which you can specify conditions, rules and available actions.

This property is not available for editing fields on portal review screens or message templates. It is also unavailable if Read Only has been selected.

You can link a rule to one or more Action, so that when you perform that action, the rule is applied. For example, you can leave some fields optional until you forward the call, at which point the system will check the rule, and if the condition is true, it will ensure that those fields are filled in first.

This additional feature is available for the following Actions:

You can also make fields Required for Actions without setting a rule, in which case the fields will always become mandatory when that action is invoked.

Hidden

Select whether the field, button, or section is to be hidden. Open the dropdown to select Yes or No or an available rule. If a button is hidden, the corresponding option is also hidden in the explorer. If a rule is selected, the field or button is hidden if the condition in the rule is met.

If a section and the fields contained in the section use this setting in a way that conflicts, the most restrictive setting is used, that is, if the section is hidden, the fields are automatically hidden, regardless of the setting selected for the individual fields.

No Default Value

No default value is provided/required. This field is disabled unless Required is checked.

Edit Mask

This only applies to text fields, and defines the input mask for the field.

Select the button to define an input mask for the field.

Unique

This is only available for text fields. It ensures that the value entered in the field is not the same as a value entered in another specified field in the database.

Ensure that the Unique box is ticked, and then select to display the Unique Condition window.

In the Data Field for box, use the button to search for the screen set you want to use.

Complete the other configuration options if you wish:

Disabled

This setting applies to tabs in Tabbed Sections only.

Select to disable the tab, preventing people from selecting it.

Expanded by default

This is only available for collapsible sections.

If selected, the section is expanded by default when the screen opens. If this field is left empty, the section is collapsed by default

Date Display

This is only available for Date fields. ASM displays the format according to the local machine browser settings.

Specify if you want a date field to display a date-only field or as a date and time field.

Disable Past Date

When this setting is enabled for a date field, the entered value is validated to ensure it is not in the past—i.e., the date value must not be earlier than the current date (and time, if it’s a datetime field).

If a past date is entered, an error message will be displayed prior to submitting the screen (not immediately upon selecting or entering the date), similar to the validation behavior for mandatory fields.

Allow Decimals

This is only available for numeric fields.

Select to allow the use of decimal numbers.

Allow Negatives

This is only available for numeric fields.

Select to allow the use of negative numbers.

Assigned List

This property only applies to Multi-Select, Drop Down, and List Box fields.

Select Edit to modify the name and values of the list assigned to the field. You can only edit lists defined for custom fields. Only the system administrator can edit the values in a standard list.

Tooltip

Tooltip text for the field. For HTML editor fields, the tooltip is visible when hovering over the Full View hyperlink.

Filter

If checked, a filter is applied to searches performed from this field. Select the button to define the filter for the field. See Rules Builder to learn how to define conditions for the filter. Filters are specific to the selected field on the selected screen, meaning that setting a filter on a Person field in one screen will not apply that filter to Person fields on all screens.

Ensure that you have selected the checkbox.

Searches in this field are limited by the conditions defined in the filter as well as permissions defined in the Self Service Portal role of the user.

Field Options Section

Field properties which will update values across all screens where the selected field is inserted appear below the heading Options. Complete as required:

Display Name

The name for the field. This appears wherever the field is referenced in the system, such as in search criteria, and when adding the field to a screen in ASM Designer.

To specify a new name, simply overwrite the existing one.

Audit

Select to enable auditing of the changes made to this field. Changes can be seen under the Audit option in the explorer of the corresponding screen.

If the field is a standard data field or an extensible field inherited from another screen, this option will be labeled Audit (Impacts Parent). Otherwise, if the field is particular to the current screen, it will be labeled Audit.

You cannot redefine audit properties for inherited (child) fields.

Access

This option is not required for certain field types.

Select the security access level for the field.

If the field is a standard data field or an extensible field inherited from another screen, this option will be labeled Access (Impacts Parent). If it is particular to the current screen, it will be labeled Access.

You can apply the following access levels:

  • None (no visibility). Analysts viewing the screen with this field will not see the field at all.

  • Read only. Analysts with the selected security profile will be able to view the field but not complete it.

  • Full (edit rights). Analysts with the selected security profile can view and edit this field on any editable screen.

Select Save at the bottom of the window to save changes to the current screen.

Save All saves changes to all open screens. If auditing is turned on, the Change Reasons window will display, prompting you to add a change reason.

Useful Tips for Designing your ASM Self Service Portal Field Labels

When you are configuring fields that are visible in ASM Self Service Portal, you need to consider certain design aspects so that your fields, buttons and widgets remain properly aligned and have full visibility. You also need to be aware of certain cascading design features, so that if you change a label in one screen, it will override a field label in certain others, as described below.

Service Action and Service Bundle Screens

You should be aware that if you make the text too long, it will wrap around, misaligning columns in adjacent widgets.

To prevent misalignment of the fields, the maximum of characters for the Qty field label should not exceed 15, and for the Order button should not exceed 25.

The order for displaying the Order/Submit button is as follows:

  • If there is a label value in the individual Service Action or Service Bundle record in ASM Core, it is used.

  • If not, the label value in the CMDB Item Type window is used.

  • If this does not contain a value either, the value set in ASM Designer for the Service Action/Service Bundle Review Screens and Global Label for the Tile are used.

  • It is not possible to display a value set in ASM Designer on the Tiles.

Using Masks

You can create an input mask for a text field that can be validated when a value is entered into that field. If an input field must have numeric data (such as a telephone number) you can apply a mask so that the field will only accept numeric data.

Masks can only be applied to text fields. This only applies to text (string) fields, and defines the input mask for the field.

You cannot apply masks on text area fields in the SSP Submission screens from the Screen Designer (as of HERMES 10.6.8.14701).

Changing the mask of a field on a screen does not affect other screens in which the field is used. This means that a field can have a different mask applied to it in each screen in which it is used.

Applying a mask to a field

  1. Select the field for which you want to create an input mask.

  2. The Field Settings tab is automatically displayed. In the Field Properties, select the Edit Mask property. If this is not visible, you cannot apply a mask to the field.

  3. Select the button to define an input mask for the field.

  4. In the Masks window, select the mask you want to apply from the list of existing masks if available. If you cannot see the mask you want, you can create a new mask.

  5. Select OK.

Creating a mask

You can create a new mask, or copy an existing one. To create a new mask, take the following steps:

  1. In the Masks window, select Add.

  2. In the Mask Details window, complete the details:

Mask Name
Type a name for the mask

Mask Warning

The message to be displayed if the input does not meet the mask rules

Value

Specify the mask string, using the following:

3. Type an input string into the Test Input field. As you type, the results of the test display next to the Test button. If the mask input you entered is valid, it displays ‘Valid Input’, otherwise, you will see the message ‘Invalid Input’.

4. When you have verified your mask is correct, select OK to save the new mask. It appears on the list of existing masks, and can now be selected.

Copying a mask

You cannot copy, edit, or delete the system-defined mask, ‘None’.

  1. In the Masks window, select the mask you want to copy in order to create a new mask.

  2. Select Copy.

  3. In the Mask Details window, update the details as needed, test and save it.

Editing a mask

You cannot copy, edit, or delete the system-defined mask, ‘None’.

  1. In the Masks window, at Existing Masks, select the mask you want to copy in order to create a new mask.

  2. Select Edit.

  3. In the Mask Details window, update the details as needed, test and save it.

Deleting a mask

You cannot copy, edit, or delete the system-defined mask, ‘None’.

  1. In the Masks window, select the mask you want to delete.

  2. Select Delete.

  3. Select OK.

Applying a Security Level to a Field

The system administrator defines the Security Levels for your system, and assigns appropriate ones through the Person Details record.

You can use ASM Designer to assign an access level to a field for each security profile to which you have access. By linking security profiles to a screen, analysts will only be able to interact with the field (on any screen on which the field appears) if their security profile is mapped to the appropriate access level.

If an analyst has been assigned different security profiles, and these have been assigned different access levels in the field settings, the lowest level of security will apply.

For Example: If an analyst is assigned the Change Manager and HR Manager security profiles, and the security on a field is set as: Change Manager = Full, HR Manager = Read Only, the analyst will have Full access to the field.

You can apply security to standard fields, custom fields and non data fields (such as Sections and Headings).

When you create a new custom screen from a parent screen, the security applied to the fields on the parent screen is inherited by the custom screen. However, you can alter these.

Before you start

  1. To reposition layout elements on a screen using ASM Designer, you must have Designer selected in your General Access Security Role.

  2. To maintain an audit trail of changes made to screens, forms and message templates, Designer must be selected in the Auditing window.

  3. When copying a screen from another screen set, you will only be able to set the security level on the new screen for the security profiles to which you have access, regardless of the partition assigned to either the copied or the new screen.

  4. You cannot apply security levels to fields on a portal review screen. Nor can you redefine access properties for inherited (child) extension fields.

  1. Select the field(s) to which you wish to apply a security setting. If you set security on a section, this applies the same security settings to all fields in the section, and overwrites any individual security settings applied to the fields in the section.

  2. The Field Settings tab is automatically displayed. Select the Access checkbox in the Options list below the Field Properties table.

  3. If the field is a standard data field or an extensible field inherited from another screen, this option will be labeled Access (Impacts Parent). Clearing or selecting the Access (Impacts parent) option affects all screens on which the field is inserted for the current screen set.

  4. A drop-down list of options appears. For each security profile to which you have access, select the entry in the Access column to select an access level.By default Users have the Unspecified security profile.

    None
    hides the field for the selected security profile. Analysts viewing a screen with this field will therefore not see the field at all.

    Full

    enables Analysts to complete the field (this is the default setting)

    Fields added to portal review screens are read only by default (since these screens are for reviewing information only, unlike submission screens which are used to submit information).Therefore, even if the field is set to Full, if it appears on a portal review screen, it is still only read-only.

    Read-Only

    enables analysts to view the field but not complete it

  5. Select Save at the bottom of the window to save changes to the current screen. Save All saves changes to all open screens. If auditing is turned on, the Change Reasons window will display, prompting you to add a change reason.

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Last updated 4 months ago

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Only Active Records
Limits the search to active records, excluding deleted records

See for more details.

#
any number, or string of numbers

Calls

Save/Defer, Forward Internal, Forward External, Close

Requests

Save/Defer, Forward Internal, Submit, Complete

Tasks

Save/Defer, Forward Internal, Complete

Only Items within the Analyst's Current Partition

Limits the search to records within the current partition of the Analyst creating the record

The Item was Created/Logged under the Analyst's Organization

Limits the search to records with the same Organization as the logging/creating Analyst

The Item Belongs to the Screens Current Organization

This assumes that the input screen has an Organization field.

Limits the search to records with the same Organization value as is specified on the input screen.

On Self Service Portal Portal screens, if Organization is not present or left blank, ASM Core uses the organization specified in the template. If this is also unspecified, ASM Core will use the logging User's organization

_

alphabetic character(s) (upper and lowercase)

A

uppercase alphabet character(s)

*

alpha-numeric character(s)

^

maximum length, for example, a mask that requires a maximum of three numbers would be: ^###

+

equal or more, for example, a mask that requires a minimum of three numbers would be +###

%

free input

|

at the start and end indicates the limit of the length of the character string

Applying a Security Level to a Field