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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
  • About the Guide
  • Welcome
  • Prerequisites
  • Using the Syncfusion Dashboard Server Designer
  • Part 1 - Creating a Dashboard
  • Add a logo to the workspace area, as follows:
  • Add a label to the "Global Team Workload", as follows:
  • Add a “Total Open Calls” widget, as follows:
  • Add a Stacked Column chart showing Calls by Group and IPK Status, as follows:
  • Change the legend to be more readable. Select the Properties tab:
  • Setting Dashboard Refresh Options
  • Download a Dashboard from the Dashboard Server
  • Integrate your Dashboards into Alemba Service Manager
  • Part 2 - Create a Web API Data Source
  • To create a web API data source
  • Setting up the intermediate data store
  • Constructing a Web API URL using the Alemba API Explorer (Call Entity Example)
  • Linked and Non-Linked fields in the Properties Pane
  • IPK Group Entity
  • Constructing Queries in the Alemba API - Video Tutorial
  • Troubleshooting
  • Improving Dashboard Performance

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  1. SetUp & Configure ASM
  2. Dashboards and Reporting

Dashboard Configuration and User Learning Guide

The guide is intended as a learning resource.

PreviousDashboards and ReportingNextDescriptions of Default Reports and Dashboards (SDI Classifications)

Last updated 4 months ago

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Applies to: Versions below ASM 10.6.8.15038

Beginning with ASM Version 10, embedded Dashboarding and Reporting functionality was provided through the Syncfusion Dashboard Platform. Alemba used the latest version of the Syncfusion Dashboard Platform v4.1.0.84 under a Global Embedded License with Syncfusion. Support for this platform ended December 2024.

From September 2022, the Syncfusion Dashboard Platform entered the Extended Support phase of its product lifecycle until the end of September 2024. As Alemba is a Premium Support partner with Syncfusion, this was extended until the end of December 2024.

As of December 2024 (10.6.8.15038), ASM Supports connections to Bold BI natively for .

About the Guide

This guide is structured so that you get the most out of your learning experience. The concepts are normally delivered by an instructor either by discussion or demonstration. Here, you will be following it on your own, and as such, should seek the guidance of Alemba Professional Services where possible.

As the data is subject to change, any statistical information in screen examples may differ from your installation.

Welcome

  • Creating a Dashboard

  • Creating different types of widgets within a Dashboard

  • Manipulating the Data displayed to show different statistical information

  • Linking dashboards, so that you can click from one dashboard to another dashboard

Prerequisites

The following prerequisites are needed:

  1. Dashboard Users created in Syncfusion Server for the training

  2. A read only SQL account for the ASM database or an ASM API account (General Access Role in ASM needs ‘API Explorer’ rights).

  3. Customer logo on the desktop / on a web site

  4. Make sure each attendee can login to the dashboard server, create a dashboard and create a SQL data source.

Using the Syncfusion Dashboard Server Designer

This section will give you some guidance to how to launch the Dashboard Designer from within ASM and an overview of the main areas of the screen.

  1. Launch the Syncfusion Dashboard Server, from the Dashboards menu item within ASM, or click the Dashboard Server wrapper icon.

  2. Enter your provided Dashboard Login details and click Login to log into the Dashboard Server

  1. Select the + button in the top right corner of the screen and select Create Dashboard

  1. The Dashboard Designer screen is displayed, containing the following elements:

  • Dashboard Config Panel

    These buttons are used for the main activities like Save, Cut, Copy, Paste, Delete a widget, Filters and Refreshing the dashboard

  • Widget Palette

    The Toolbox Pane consists of data visualizations, filters and miscellaneous widgets which you can use to design an interactive dashboard. Drag the desired widget onto the Design Area and resizing it using the usual marquee points.

  • Workspace area

    This is a 12 by 6 grid view where Widgets can be dragged from the Toolbox Pane. Widgets can then be positioned and re-sized to design the Dashboard page. The Dashboard Design view shows a responsive web page view and is used to display the widgets proportionally on a monitor, large screen or mobile device.

  • Preview/Live

    This button will launch the Dashboard in a browser so the dashboard can be tested in real time, and if configured will allow you to preview a dashboard using another users permissions/roles.

  • Widget/Dashboard Properties

    This pane will display relevant options for the selected widget in the Design View, allowing you to give the widget a name, assign data (from a configured Data Source) and present widget options.

  • Data Sources

    This Container allows you to add, modify or remove Data Sources which can then be used to display the data within the many Chart or Filter Widgets. Typically, you will connect to the ASM Database using either a SQL Server Connection, the Web API or the Alemba API.

Part 1 - Creating a Dashboard

This exercise will produce the following Dashboard:

  1. Launch the Syncfusion Dashboard Server, from the Dashboards menu item within ASM, or click the Dashboard Server wrapper icon.

  2. Enter your provided Dashboard Login details and click Login to log into the Dashboard Server

  1. Select the + button in the top right corner of the screen and select Create Dashboard. The dashboard workspace area will then display.

Select Microsoft SQL

  1. Complete the details, as follows:

Name

Team Calls

Server Name

<ServerName>

Authentication Type

SQL Server Authentication

User name

SQL DB UserID

Password

SQL DB PW

Database

ASM Database Name

  1. Press Connect to establish a connection to the Database.

  2. The Data Source Design View is displayed:

  1. Create a virtual table showing all open calls, as follows:

  • In the left hand pane, expand the dbo, then expand Views and locate RV_CALL.

  • Click and drag it into the work area to create a virtual table.

  • The Data Preview section, beneath the work area will show the first 100 rows in the data source.

  • To filter the calls to display only open ones, click on the filter icon in the Dashboard Config Menu.

  • Click the + Add button in the top right of the window to add a new filter.

  • Complete the details as shown below to display Call_Open_Flag Equals 1, then click OK.

  • Click the Save button in the top right corner of the screen, to save the Data Source details. You will be returned the workspace area.

Add a logo to the workspace area, as follows:

  1. Scroll to the bottom of the Widget Palette on the left-hand side and expand the Miscellaneous group if necessary.

  2. Click and drag the Image widget onto the top left hand corner of the workspace area.

  3. Drag the edges to create a 2x2 square in the top left hand corner.

  4. Click the cog icon in the top right corner of the image widget. This will display the Properties for the Widget on the right pane.

  1. Populate the properties as follows

Name

Logo

Mode

Uniform

Browse Image

Browse for a logo you can use

Note: to use the ASM logo, you can use the following url:

http://<server>/<ASM System>/logo.png

Add a label to the "Global Team Workload", as follows:

  1. Select the Label widget from the Miscellaneous group in the Widget Palette.

  2. Click and drag it to the top row beside the logo.

  3. Drag the edges to create an 4x1 widget.

  4. Click the icon in the top right corner of the Label widget. This will display the Properties pane, click in the label widget to display a cursor, prompting for Text entry.

  5. Enter “Global Team Workload” into the widget. Change the properties for a larger font size and center Text horizontal alignment.

  6. Add a Description beneath the label, as follows:

    • Select the Label widget from the Miscellaneous group in the Widget Palette.

    • Click and drag it to the row beside the label.

    • Drag the edges to create an 4x1 widget.

    • Click the cog icon in the top right corner of the Label widget.

    • Enter “This dashboard provides real time data of the Calls, Requests and Tasks owned by each Team in the Service Desk”. Change the properties for center Text horizontal alignment and adequate font size.

Add a “Total Open Calls” widget, as follows:

  1. Select the Card widget from the Deviation group in the Widget Palette.

  2. Click and drag it to the top row beside the label.

  3. Drag the edges to create a 2x2 widget.

  4. Click the cog icon in the top right corner of the Card widget. This will display the Properties for the widget, with 2 tabs: Properties and Assign Data. The Properties tab will be selected by default (in blue text and underlined by a blue line)

  5. Select the Assign Data tab

  6. Locate Call_No in the Measures section.

  7. Click and drag it into the Actual Value box.

It is displayed as Sum(Call_No) by default. The value of the card widget updates after assigning the data.

  1. Click on the button in the Sum(Call_No) and select Distinct Count from the drop-down menu.

  2. The value of the card widget updates.

  3. Click on the button in the Distinct Count(Call_No) and select Format.

  4. Change Decimal Places to 0 and click OK.

  5. Select the Properties tab. Under Basic Settings, change the Title to “Total Open Calls”.

  6. Under Basic Settings, change Title Alignment to Center

  7. Under Alignment, change Actual Value/Variation % to Center

Add a Stacked Column chart showing Calls by Group and IPK Status, as follows:

  1. Select the Stacked Column widget from the Comparison group in the Widget Palette.

  2. Click and drag it to the row beneath the logo.

  3. Drag the edges to create a 4x4 widget.

  4. Click on the Cog and in the Properties pane, change the Name to "Total Calls by Group and IPK Status"

  5. Select the Assign Data tab

  6. Drag Call_No from the Measures section into the Value(s) box.

It is displayed as Sum(Call_No) by default. The value of the chartwidget updates after assigning the data.

  1. Click on the button for Sum(Call_No), and select Distinct Count from the drop-down menu.

  2. Drag Call_Current_Group from the Dimensions section to the Column(s) box

  3. Drag IPK_Status from the Dimensions section to the Row box

  4. Click on the button for IPK_Status and select Filter(s) Edit from the drop-down menu.

  5. Select the List dropdown field and ensure only Incident, Problem, Major Incident, Known Error and Service Request statuses are selected. Click Apply, then click OK.

  6. Change the Current Group display order, so that it is in descending alphabetical order

  7. In the Column(s) box, click on the button for Call_Current_Group, and select Sort...

  8. In the Advanced Sorting Options window, select Sort By Alphabetic, and Sort Order Descending, and

  9. Click on Apply.

Change the legend to be more readable. Select the Properties tab:

  1. Under the Basic Settings section, click on the Customize button for Legend.

  2. Select Group, then remove ({{:Value}}) from the Display Format field, then click OK.

  3. Assign the axis properties, as follows:

    • untick Show Category Axis Title

  4. Under Basic Settings, add Counts to each column by ticking the Show Value Labels checkbox.

  5. Click on Preview in the top right hand corner of the screen to see a user view of your dashboard.

  6. Click on the x Close Preview button in the top right to close out of the preview.

  7. Save the Dashboard by clicking the button in the top left corner, and selecting Save.

  8. Select a Category, create one if required.

  9. Set the Name as “GlobalTeamWorkload”.

  10. Click Save.

Setting Dashboard Refresh Options

  1. Click on Close Preview/My Dashboards to launch the Syncfusion Dashboard Server.

  2. Click on the Global Team Workload Dashboard end Edit button.

  3. Go to the Refresh Settings menu item.

  4. In the Refresh Settings window select Enable Autorefresh on the Global Team Workload Dashboard Page.

  5. Apply, then Save the dashboard.

  6. Click on the My Dashboards button and select the Team Calls Workload Dashboard Page, then Edit, then Refresh Settings.

  7. Select the Enable Autorefresh option then Refresh Selected Widgets Only.

  8. Check all the widgets that contain gauges, grids or chart information (not the Layout Widgets or Filters) and Apply.

  9. If you wish, repeat Steps 6 to 11 for the Analyst Calls Workload, Team Requests and Team Tasks Dashboard pages.

  10. Press Apply on the Refresh Settings window to apply the settings. If you need to alter these at any time then you can return to these settings at any time by going to the Dashboard>Refresh Settings menu item.

Download a Dashboard from the Dashboard Server

  1. If you have designed a dashboard and would like to share it with another organisation, you can download the dashboard as a .sydx file and share this. To do this, open the Dashboard Server and click on the Dashboards button. Highlight a dashboard and click on the 3 dots. Choose the Download Dashboard option.

  2. To upload a dashboard, within the Dashboard Server, click on the + icon in the top right/Upload/Dashboard. Give it a name, description and browse for the .sydx file and click on Add. You may be prompted to change the datasource if the datasource cannot be found in your environment.

  3. Open up the Dashboard you have just uploaded, click on Edit/DataSource/Edit and then Edit Connection. Update the SQL connection details and preview the Dashboard.

Integrate your Dashboards into Alemba Service Manager

Once you have designed dashboards within the Dashboard Designer, you can integrate these within Alemba Service Manager (ASM), so that analysts and/or users with certain dashboard roles can view the dashboards via Core or the Self Service Portal.

The steps to go through are:

  1. Your System Administrator must set up the User Management Settings and Dashboard Server Settings within the System Administration/Dashboards section of ASM and successfully connect.

  2. The analyst you are logged in as within Core must have a Dashboard security role against their person record with Dashboards, Designer and any categories that are required. NOTE: by having Security unselected, they will have access to all dashboards in all categories. Syncfusion categories are imported as part of the System Administration/Dashboards settings and are available to assign to Dashboard Roles within ASM.

  3. To view a dashboard that you have created within ASM Core, you may need to log out after your Dashboard Security Role has been modified. Log back in and you should now see on the menu item a section called Dashboards. NOTE: You will only see dashboards that have been created under the categories your role has access to. If a category does not contain any dashboards the category will not be visible.

  4. Within the Self-Service Portal, the user you are logged in as must have a Self-Service Portal Role against their person record with Dashboards and any categories that are required. NOTE: by having Category Security unselected, they will have access to all dashboards in all categories.

Part 2 - Create a Web API Data Source

A different option to the SQL Server Database Data Source is a Web API Data Source. The main benefit of the Web API Data Source is that because it uses the Alemba API for querying the data all extension fields within ASM are automatically available. However, the downside of the Web API Data Source is that the data is held in an interim database that is refreshed periodically, the smallest interval for this refreshing of the data is every hour. This means that the data is static for at least 1 hour.

To create a web API data source

  1. Launch the Syncfusion Dashboard Server, from the Dashboards menu item within ASM, or click the Dashboard Server wrapper icon.

  2. Enter your provided Dashboard Login details and click Login to log into the Dashboard Server

  3. Select the + button in the top right corner of the screen and select Create Dashboard. The dashboard workspace area will then display.

  4. Add a Data Source, by clicking the button on the right pane. This will expand out the Data Source panel. Click the CREATE NEW button at the bottom of the panel.

  5. You will be presented with all your Data Source options. If you cannot see the Web API data source as per below, you will need to setup the intermediate data store. Otherwise, continue with step 10 from this section.

  6. Click on the settings underlined link to setup an Intermediate Data Store.

  7. Point to an existing database if a blank database has already been created for this and enter the SQL credentials. Note: It is recommended that you create a new database for the intermediate data store with an account that has dbo rights as this user will be creating tables and inserting data. The API query is used to populate a table in this intermediate database with ASM data. When you view a dashboard with this type of data source, it queries the table from this intermediate database.

  8. Click Save.

  9. You should now see all the additional connector types when adding a data source for your dashboards.

  10. Click on the Web API data source

  11. Give the data source a name (e.g. Outstanding Calls)

  12. Paste the Alemba API URL into the URL field (see the section called ‘Constructing a Web API URL using the Alemba API Explorer’ below for instruction on how to generate this URL).

An example url for open calls:

http://<server>/<system>/alemba.api/api/v1/call?$select=ActionCount,ActualLogDate,AssignedGroup.Name,AssignedToGroupChangesCount,BusinessService.Name,CallRef,CallStatus.Name&$filter=OpenStatus=1

Remember to add the following to the end of the URL: &$top=9999

This will allow up to 10,000 rows to be returned. By default, this will only be 100.

  1. Change Refresh Settings to the appropriate value – data will be cached until its refreshed according to this setting.

  2. Change the Authentication Type to Basic Http Authentication and enter the ASM credentials to connect to the Alemba API.

  3. Click Preview & Connect

  4. Untick the _self option(s)

  5. Expand results and untick any _self and / or _context checked boxes (expanding all expandable sections as they all contain a _context and _self)

  6. Click Reload to check the data

  7. Click Connect

  8. Once connected, drag the Call source from the left into the main pane.

  9. Rename fields as required by clicking on the icon

Setting up the intermediate data store

  1. Login to Syncfusion Dashboard Server as admin

  2. Select settings and Data Store:

  3. It is recommended that you create a new database for the intermediate data store.

  4. Click Save.

  5. You should now see all the additional connector types when adding a data source for your dashboards.

Constructing a Web API URL using the Alemba API Explorer (Call Entity Example)

This example creates an API URL for outstanding calls. The same principal can be used for any other query for Calls or any other Entity such as Request, Services, Organisation, Contracts, Configuration Items, etc.

  1. Login as someone who has rights to all areas in ASM.

  2. Click on the Call, or other Entity type and Search Action. Using Call as an example:

  3. Within the Data Explorer area, choose Outstanding Calls from the Query dropdown

  4. If there is a Partition in the top right, choose the appropriate partition and then scroll down to the Data Explorer section to remove everything in the Filter field leaving only @IsOutstanding

The Select field allows you to add any field that exists for the current entity (Calls in this case).

  • The fields available are in the Properties pane on the right-hand side of the page.

  • The Properties pane contains the field name format that you will need to add to the Select statement.

  • The Name property is the value you need to enter in the Select statement.

Linked and Non-Linked fields in the Properties Pane

  • Non-linked fields, are fields which have no drill down attributes.

  • Linked fields are fields that have links to other entities and require additional drill-down to get attributes needed.

  • When looking at the Properties pane (click to expand field details), fields which have a clickable Data Type are linked

  • When looking at the Properties pane (click to expand field details), fields which have a non-clickable Data Type are non-linked fields.

For Example:

Call Priority = Linked Call Ref = Non-Linked

Non-Linked Fields

When adding non-linked fields, you will get the value associated with that field. So non-linked fields are added as they appear in the Properties pane

e.g. add the Created Date (CreatedDate) field to the Select statement

Linked Fields

When adding linked fields, by default the ref value will appear when adding it to the Select statement.

e.g. Add the Assigned Group (AssignedGroup) field to the Select statement

Linked fields allow you to drill-down to the additional attributes available for the entity (in this case IPKGroup). To see what additional attributes are available, click on the Data Type: IPKGroup to go to that attribute and see the fields available on the Properties (right-hand pane):

Leaving the current window will reset the Select statement so please take a copy of your current Select statement.

IPK Group Entity

In this case, we need the name of the group so the Select statement will be AssignedGroup.Name

Some more examples of how Linked Fields work (Call entity):

User.EmailAddress = Email address for the User of the Call

User.Manager.Name = Full Name for the Manager of the User of the Call

Service.Title = Title for the Service of the Call

Service.User.Name = Full Name for the User of the Service of the Call

Ext_SrOtherperson.Name = Full Name for the value selected on a Person QD custom field called SR_OTHERPERSON of the Call

Ext_SrOtherperson.EmailAddress = Emailed address for the selected on a Person QD custom field called SR_OTHERPERSON of the Call

  1. Add any additional fields you would like to use in the report to the Select statement. The data preview should show data if there are no issues with the query and allows you to check the data returned meets the reporting requirements.

  2. When adding attributes of linked fields (e.g. User.Manager.Name) you may want to add a simplified heading to the field for easy reference in the dashboard. You can do this by preceding the field with the new heading separated by a colon.

For Example

ManagerName:User.Manager.Name

will provide the User’s Manager’s name in a heading that can we used in the dashboard as ManagerName.

  1. Highlight and copy the full http(s) address generated in the Actual Query section (just above the data preview)

  2. This URL can now be pasted into the Web API data source URL section

Constructing Queries in the Alemba API - Video Tutorial

Troubleshooting

Improving Dashboard Performance

1. Create views

Lots of join operations take more time. If you find yourself creating a data connection with many tables, you can create a view in the database for those joined tables. It will help to improve the performance of the dashboard. Also, it will simplify the view in dashboard designer.

2. Create initial filter

Filter data as early as possible. For example, if your dashboard shows data for a certain date range, time range, a specific set of regions etc., using initial filter at the earlier stage can help to improve the performance.

3. Remove unused columns

Reduce the number of columns in the table schema from the dashboard designer view by manually excluding the unused columns.

4. Avoid creating complex expressions

The following actions may improve dashboard performance:

  • If possible, avoid or reduce complex expressions.

  • Avoid creating filters for calculated dimensions.

5. Avoid changing datatype

Datatype change in designer reduces the performance. If possible, do datatype changes in the database itself.

6. Avoid using too many widgets

Don’t use too many widgets in one single dashboard.

7. Aggregate the raw data

If the granularity of your raw data is higher than the data you intend to display, aggregate it to the smallest granularity you need. If possible, aggregate the raw data instead of using "None" option or "Enable Data Grouping" option in dashboard.

Add a Data Source – this can be done either by adding a Microsoft SQL connection, which requires credential with read access to the SQL database. Alternatively, you can add a data source using a Web API connection. This requires an API account for the ASM product. For details on how to do this see – . To add a data source using the Microsoft SQL connector: start by clicking the button on the right pane. This will expand out the Data Source panel. Click the CREATE NEW button at the bottom of the panel and choose the Microsoft SQL source.

Open up the ASM API Explorer ().

Analytics
http://servername/systemname/alemba.web/alemba/api-explorer
Create a Web API Data Source