Configuring IPK Settings

You can configure global settings for the IPK Management module. These settings can be used to enable ITIL on your system and call screen linking.

Although ASM is fully ITIL aligned, you may choose not to enable certain aspects of ITIL. You can use these options to configure multiple call screens for your system. You can also manage settings related to the IPK Rules Builder and scripting that you can configure for calls.

Before you start

As some parameters are read from the database at application start-up, we recommend that there are no Analysts logged on when you make changes to system settings.

You must have IPK Management Set Up enabled within your General Access Security Role to configure the IPK management settings.

1. Select ≡ > Admin > System Administration.

2. The System Administration window appears.

3. In the Explorer pane, expand IPK Management.

4. Select IPK Settings to open the window.

5. Select the options that you require:

IPK Settings Options

The options under IPK Settings configure ITIL-related IPK functionality on your system. These options can streamline the way calls are logged within your organization as they allow you to ensure the call screen an analyst needs to use to log a call is the appropriate one for the issue.

Enable IPK Statuses and Streams - Select to enable ITIL-related IPK Management functionality on your system. This allows you to categorize your calls as Incidents, Problems, Known Errors, Major Incidents or Service Requests, and manage calls within your Service Desk according to the ITIL IPK Tiers model. Selecting this option disables the Multiple Screen Sets options. It also enables the IPK Streams and IPK Statuses options in the IPK Management tab where you can define your IPK streams and configure IPK statuses.

• Link Stream/Status to Call Screen Set - Select to determine the call screen set used when logging calls from the IPK Stream/Status chosen by an Analyst. You can do this in the Link Stream/Status to Call Screen Set window.

• Link Type/Stream/Status to Call Screen Set - Select to determine the call screen used when logging calls from the status, stream, and call type selected by the Analyst. You can do this in the Link Type/Stream/Status to Call Screen Set window.

• Limit Type by IPK Status - Select to show only the call types that you have made available to a particular IPK Status in the Type list on the Call Details window. You can do this in the Limit Type by IPK Status window. This can help Analysts classify calls more easily, as they will only see a list of issue types that are configured for the selected IPK Status rather than lots of types which may not be relevant. For example, for Service Requests, you may wish to only show relevant types such as “MS Word Upgrade” or “Cannot access email”.

Multiple Screen Sets Options

The options for Multiple Screen Sets enable you to activate the different types of configured windows in the system. Custom call windows are created in the ASM Designer and custom call screen sets are defined in Call Screen Sets.

These options are not available if you are using the ITIL-related IPK Management functionality. Enable IPK Statuses and Streams must be deselected to enable these options.

• Enable Call Screen Set on Explorer - Select to activate custom Call Details windows. This enables options for configuring multiple screen sets.

• Call Screen Set Security - Select to allow certain call screen sets to be linked to particular analysts, based on their IPK Security Role. When analysts log a new call, the call screen sets linked to their role will be available to them. This is useful if different analysts or groups have different requirements when logging calls. You cannot select Call Screen Set Security and Link Type to Call Screen Set.

Change Call Screen Sets Options

The options for Change Call Screen Sets enable different settings for Call Screen Sets.

• Link Type to Call Screen Set - Select to link call screen sets to a call type instead of an Analyst (you cannot do both). When the Type is selected on the Call Details window, the window is refreshed to the Call Screen Set configured in Link Type to Call Screen Set. This option is disabled if Enable IPK Statuses and Streams is selected. You cannot select both Call Screen Set Security and Link Type to Call Screen Set.

• Impact-Urgency-Priority Derivation - Select this checkbox to derive the priority of a call based on the impact and urgency. This overrides the default priority set in the Call Priority window

Matching Panel Options

The options for Matching Panel enable the Matching Panel and its sections, in calls. At least one of Matching Calls or Matching Knowledge must be selected for the Matching Panel to appear in calls.

These options are disabled if Enable IPK Statuses and Streams is selected and must instead be configured in IPK Statuses.

• Matching Calls - Select to display the Matching Calls section of the matching panel in calls.

• Matching Knowledge - Select to display the Matching Calls section of the matching panel in calls.

Call Resolution by Knowledge Options

The options in Call Resolution by Knowledge control the call closure field values that are applied when calls are closed using Knowledge.

• Closure Status - Select the Call Status to assign to calls closed using Knowledge. The list ignores Partition settings.

• Closure Reason - Select the Reason to assign to calls closed using Knowledge. The list ignores Partition and Reason-To-Type settings.

IPK Workflow Rules Builder Options

You can enable and configure the options for IPK rules in the IPK Workflow Rules Builder section.

• Enabled - Select to enable Analysts to create IPK Workflow Rules for your system provided they have IPK Workflow selected in their IPK Management security role. Deselect to prevent IPK Workflow Rules from being created on your system. Selecting this setting enables the IPK Workflow Rules option on the Admin menu.

• Auto Run Rules - Select to set all defined IPK rules to run automatically. If selected, the application will display a message that a rule is about to be run, which cannot be overridden. If deselected, a message appears when a rule is run, and the Analyst working on the call can choose not to run the rule and continue with their action on the call. This setting applies only to calls logged in ASM Core, and not to calls logged through the Self Service Portal, email or API.

• Evaluate on Call Internal/External/Defer Screen - Select to enable IPK rules to be evaluated on the Forward Call Internally, Forward Call Externally and Defer Call windows, as well as the Call Details window.

Scripting Options

You can configure the following options for the Scripting module. This window enables you to create call scripts that Analysts can use when responding to a call. A script can provide a step-by-step approach to help the Analyst resolve a call.

• Configured - Select to enable the Script explorer option on the Call Details window. You can only enable scripting if you have the Script Admin option selected in your IPK Management security role.

• Type - Select to enable scripts to be linked to issue types. For details on how to use scripts, see Scripting.

Other Options

You can use the fields in the Options section to configure and control certain call logging features.

• User Survey - Select to enable sending User Surveys that have been set up for this system. User Survey is a custom-designed application that enables the creation of email messages containing links to surveys to be sent out automatically to Users when a call is closed.

• Type Tiers - Set the number of type tiers that appear in the Type multi-tier select list on the Call Details window. You can define a maximum of five tiers.

  The value specified here does not limit the number of Type Tiers which can be defined for the system.

• Call Object Version Control - Select this option to allow versioning of attachments. If you attempt to upload an object with the same name as an existing object, you will receive a warning that the object already exists, and you can then version the new document. When this option is not selected, your options will be to replace the file or cancel the upload.

Call Audit Trail Options

Select Call Audit to enable auditing on calls. The call audit trail tracks the changes made to the call, such as the date of change, name of the analyst making the change, and action undertaken. This enables the Audit explorer option on the Call Details window. The fields must be configured for inclusion in audit in ASM Designer.

Add Me Options

Add Me allows users on the Self-Service Portal to add themselves to published issues. Its like following or Subscribing to an issue. When they add themselves, ASM creates a new ticket and links it as a child to the parent ticket. By ticking the Automatically Update Child Calls option, Analysts with a corresponding security right can post updates to a linked child tickets/calls.

See also IPK Management Security Role for more information and how to allow analysts the ability to update all child tickets.

As of 10.6.8, any IPK status can be setup as an add-me status. Prior, only Major Incidents could be used for the Add-Me capability. This represents a major change in functionality.

4. Select 💾 to save the changes. Provide the Change Reasons if prompted to do so.