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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
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      • Managing Changes to your ASM Application
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        • Configure Major Incident Management
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    • About the Alemba Service Manager Family
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        • Updating Your Contact Details
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        • Using the Logging Forms in Self Service Portal
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        • Reviewing Your Tickets in the Self Service Portal
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        • Viewing Your Workload in NANO
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    • 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
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      • 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
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        • 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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  1. SetUp & Configure ASM
  2. Configuring your System
  3. System Administration Settings
  4. IPK and Workflow
  5. Incident, Problem & Known Error (IPK) Management

IPK Settings (Partitioned)

You can configure IPK settings for each partition defined in your system.

PreviousConfiguring IPK SettingsNextAction Type

Last updated 7 months ago

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Configuring Settings for a Specific Partition

You do not need to enable partitions in order to configure these settings. If partitioning is not enabled, settings configured here will apply to the entire system. If partitioning is enabled you can configure these settings differently for each partition. For more information on how partitioning works, see .

Ensure you are in the correct partition before applying the settings as these settings will apply to that partition.

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

  1. Select Admin > System Administration. The System Administration window appears.

  2. In the Explorer pane, expand IPK Management.

  3. Select IPK Settings (Partitioned) to open the window.

  4. Select the options that you require for your partition.

Closure Method Options

Use the options under the Closure Method heading to indicate the procedures to be followed when calls are closed. Analysts are given authority to close calls as part of IPK Management security role, or by being added to a defined closure group.

  1. Comments - Select to force the Analyst who resolves a call (fixing the issue) to forward the call to an available closing analyst (who has Closure Comments selected in their IPK Management security role). The closing analyst adds comments on closure in the Comments field which are displayed in the call history. Call statuses relating to this option on the Calls Outstanding window are Forward for Closure and Forward to You for Close.

  2. Rules - Select to enable the Closure Rules options below.

  3. Immediate - Select to close calls immediately when the Analyst selects the Close button on a call. The call will be automatically assigned a resolved state. This is the simplest option available and uses the minimum number of windows to close a call.

Closure Rules Options

You can select different rules for call closure. These rules automatically forward the call to an analyst or group when the call is resolved at the Close Call window. There are three Closure Rules options: Logged by, Log Group, and Closure Group. However, in the following circumstances, the call will instead be closed immediately:

  • the logging analyst is flagged as Unavailable, deleted, not an Analyst, not flagged as a call recipient, or is not an IPK Analyst.

  • the Log Group or Closure Group is deleted.

  1. Logged By - Select to enable the Analyst who logged the call to close the call. If the call is forwarded to another Analyst who resolves it, the system automatically forwards the call to the original Analyst to review and close. If the call is opened and resolved by the same Analyst, the call is closed immediately. Call statuses related to this rule on the Calls Outstanding window are Forward for Closure and Forward to You for Close. This option is only available if Rules has been selected under Closure Method.

  2. Log Group - Select to enable a member of the group that logged the call to close the call. If the call is forwarded to an Analyst in another group who resolves it, the system automatically forwards the call to the original group (that is, to all members of that group) to review and close. This option is only available if Rules has been selected under Closure Method.

  3. Closure Group - Select to nominate a group responsible for closing all calls. This forces all resolved calls to be forwarded to the specified closure group for review and closing by an analyst in that group. Any IPK group can be designated as a closure group. The name of the closing Analyst is added to the call history. If Closure Group is selected, an Analyst belonging to the closure group will see only options to Close, Close New, Reopen, and Cancel in resolved calls. If the call is not ready to be closed, the Analyst could reopen the call and then forward it to a group or analyst.

  4. Cascade Closure Status to Child Calls - Select to ensure the status of any linked child calls is consistent with the status of the parent call when Analysts close parent calls manually, or a parent call is resolved when an IPK Workflow Rule triggers an Assignment Workflow on Call Resolve. If any linked child calls are already closed, they will remain closed. Deselect to allow the closure status of linked child calls to be determined only by the Closure Method and/or Closure Rules.

Scenarios for closing calls with linked child calls based on Closure Method

  • If your Closure Method is Immediate/Comments/Rules, and a call is closed, the call changes from Open to Closed. Linked child calls that are Open/Open-Resolved will change to Closed. Those that are Closed will stay Closed.

  • If your Closure Method is Comments/Rules, and the call is forwarded to an analyst/group for comments/closure, the call changes from Open to Open-Resolved. Any linked child calls that are Open will change to Open-Resolved; those that are Open-Resolved stay Open-Resolved; those that are Closed stay Closed.

  • If your Closure Method is Comments/Rules, and the call is closed by the Analyst/group required to do so, the call changes from Open/Open-Resolved to Closed. Any linked child calls that are Open/Open-Resolved will change to Closed; those that are already Closed will stay Closed.

Scenario for closing calls with linked child calls based on IPK Workflow Rules

  • If an IPK Workflow Rule triggers an Assignment Workflow on Call Resolve and forwards the call as Open-Resolved to an Analyst/group to close, any linked child calls that are Open are changed to Open-Resolved; those that are already closed stay closed.

Scenario for closing calls with linked child calls based on Closure Rules

  • A Closure Rule is in place to forward calls to the Problem Management Group to close and the Cascade Closure Status to Child Calls option is selected.

  • Example; An Analyst in the User Service Group closes a call. The call is then assigned to the Problem Management Group as Open-Resolved. This call also has three child calls, which are Closed, Open, and Open-Resolved. When the User Service Analyst selects Yes in the popup to also resolve the linked child calls, the Closed child call stays Closed, the Open child call changes to Open-Resolved, and the Open-Resolved child call stays Open-Resolved. This ensures that the child calls reflect the closure status of the parent call.

  • An analyst in the Problem Management Group now closes the parent call and selects Yes in the popup to resolve all the linked child calls.

  • The parent call changes to Closed, and the Open-Resolved child calls are also Closed.

Closure Reason Linking

Select from the options to specify whether/how the call closure reasons are to be linked.

If your system is partitioned on types or screen sets, the visible list will be based on the active partition.

  • None - Select if you do not wish to link the closure reasons. All available reasons will appear in the Reasons list on the call closure window.

  • Reason to Type - Select to link the closure reasons to call type, as set in the the Type Tiers window. Having selected this option, you must then link the types to the reasons. See System Administration> Link type to Reason**. When an Analyst selects a Type on the Call Details window, only the reasons which have been linked to it will be displayed in the Reasons list when closing the call.

  • Reason to Screen Set - Select to link the closure reasons to screen set. Having selected this option, you must then link the reasons to the screen sets. See System Administration> Link Screen Set to Reason**. Only the reasons associated with a particular screen set are available from the Reasons list on the call closure window.

**This option is only available if the option has been selected in the Closure to Reason Linking Configuration Options section.

Support Skills

The Support Skills options determine how Analysts are profiled; by type, by CMDB type or both.

Selecting one or both the options enables Analysts to be linked to issue types and/or CMDB item types as a means of identifying their skills and experience.

When an Analyst is forwarding a call, they can select the Support Skills explorer option on the Call Details window to see which Analysts have experience dealing with the CMDB item type or issue type they have selected.

  • Type - Select to enable Analysts to be profiled by issue type

  • CMDB Type - Select to enable Analysts to be profiled by CMDB item type

Support Groups

The Support Groups options allow you to indicate the default view for choosing recipients when forwarding a call through the service desk. When an Analyst goes to the Forward Internally window, the Analyst/group options will be selected based on the option selected here.

Analysts can select a different option on the Forward Internally window if they wish.

  • Analysts Default - Select to display all Analysts to whom the call can be forwarded

  • Groups Default - Select to display all IPK groups to whom the call can be forwarded

  • Analyst by Group Default - Select to display all the IPK groups to whom the call can be forwarded, and the analysts in each group.

Quick Solutions

The Quick Solutions options allow you to enable Analysts to use quick solutions. Quick solutions are macros that automatically input details into the Call Details window and are especially useful for recurring issues.

  1. Configured - Select to enable quick solutions to be defined in the system. This activates the Quick Solutions System Administration option, where quick solutions are defined.

  2. Disable Checks - Select to enable a call to which a quick solution has been applied to be closed immediately, bypassing the validation checks, such as User Required, CI Required, Service Required and Type Required. This means that even if mandatory fields are left incomplete, the call can still be closed.

Options

The general Options the IPK Settings (Partitioned) window are described below.

  • Experience Base Default - Select to add calls to the Experience Base on closure unless the Analyst specifically clears the selection before closing the call.

  • User Required - Select to make the User field mandatory when logging a call.

  • CI Required - Select to make the Configuration Item field mandatory when logging a call.

  • Service Required - Select to make the Service field mandatory when logging a call.

  • Type Required - Select to make the Type field mandatory when logging a call.

  • Call Linking - Select to enable the Linking explorer option on the Call Details window, used for linking related calls to one another.

  • History Private - Select to clear the Visible in Self Service Portal checkbox on the Call Details window by default, making call histories unavailable on the Self Service Portal. Analysts can still select the checkbox on the Call Details window if they wish to make a particular call’s history details visible on the Self Service Portal.

  • Call Ref - Select to automatically allocate a reference number to a call, in addition to the automatically assigned, unique call number. Analysts can overwrite the Ref field if they wish, unless it is made read only in the ASM Designer by editing the Call Details screen. Deselect to leave the field blank. The Analyst can still manually enter a value if they wish. This is useful, for example, if a reference number is allocated by an external supplier, or provided by the caller if the help desk is supporting external clients. The same reference may also be used for calls that relate to a specific issue.

  • Reason Forced - Select to make it mandatory for Analysts to select a Reason when closing a call. Usually, this is the reason for closing the call. If a reason is not selected, a warning message appears.

  • Call Notes - Select to enable Analysts to add notes to calls, including calls owned by other Analysts. When selected, the Add Note explorer option appears on the Call Details window, and the Add Note button is enabled on the Analyst’s Outstanding windows.

  • Action with Note - Select to automatically update the Time Last Action value whenever a note is added to a call. You can view the Time Last Action for a call on the Information Panel.

  • Default No. Days to Suspend - Set the default number of days to suspend a call. This value can be changed by the analyst when performing the suspension.

  • Reset Suspension on Take Action - Select this option to automatically un-suspend and reset a call that has been suspended as soon as an analyst takes action on the call.

Call Escalation Options

Customers are able to Chase Calls via the Self Service Portal. When a threshold count of User Chases has been reached, ASM can automatically escalate the request using the template defined here. Analysts are also able to escalate requests from Core when necessary.

This is a physical escalation meant to get the correct resources and attention to the Call when needed. Please see also: Chase and Escalation

Enabling Escalation will create a path for customers to chase tickets outside of normal Service Level Agreements, and for Analysts to escalate.

Analysts can provide an additional Escalation (outside the SLA/SLM agreements) when this option is enabled. Calls and Requests can also be automatically Escalated when they have been chased a defined number of times as configured in the Self Service Portal Settings.

  • Enable Escalation - Select to enable Escalation. You will still need to configure remaining Escalation options. Please see Call Escalation in Configuring Your System for more information.

  • Escalated Call Call Template - Select the call template to use whenever a call is escalated. ASM will create a new call using this template and link the escalated call to it.

Service to CI Linking

When Service to CI Linking is enabled, ASM will automatically populate the Service when a CI is selected in Portal, Core, Nano, through templates and via integrations such as email events.

To configure service to CI linking, enable the following:

  • Enable Automated Service Population - Select to enable the capability

  • Link Type - Select the link type. These will correspond to the link types you have defined in System Administration>CMDB>CMDB Link Types

  • Default Service - Select a Default Service

  • Exceptions - If applicable, enter the exceptions to the rule

A CI can only have 1 Parent Link but a Service can have Multiple CIs linked as its Child.

Use Cases

  1. The administration function to link Configuration Items to Services is enabled and the Administrator has not performed the required actions to add CMDB Link to the Services - No Service will be automatically populated on the Call Details Screens.

  2. If the CMDB Link for Service link is changed during the calls lifecycle and that Configuration Item has a different linked Service what happens? The Service previously selected will be invalid. On Save, the Service will be updated to the new matching value.

  3. If the Service is selected BEFORE the Configuration Item is inputted what is the behaviour? If the selected Service has not been linked to the selected Configuration Item then the call record will automatically update the correct Service matching the selected Configuration Item.

  4. It’s possible to set a resolution Configuration Item when closing a call through the Core interface, this is stored as a resolution CI in the system and can be different to that on the main call page, what happens when the resolution CI on the close screen is selected/changed. The service linked to the Resolution CI will be updated on Close of the Call to the matching Linked Item. If no linked item the Service will not be updated.

Partitioning