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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
  • Using Classic API Transactions
  • Authentication
  • Input and Output Paramaters
  • Input Classes
  • Parameter Types
  • Output Classes
  • Transaction Login
  • Lookup Arguments
  • Defining Custom Parameters
  • Patterns
  • History Records
  • Auditing

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  1. SetUp & Configure ASM
  2. FAQ
  3. Limited Support/End of Life Capabilities

Alemba Classic API

Transactions are exposed via the web service. To use the Classic API, all transactions must be completed using the web service provided.

PreviousLicense CorralsNextProgramming with the Classic API

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Limited Support/End of Life Capabilities

The Classic API has been replaced by the Alemba RestFul API. While we will continue to support the Classic API for clients that are still using it, no further development will be done.

If you need to request a hotfix or support for these features, please contact

ASM has two Application Programming Interfaces (or APIs), which enable you to develop programs that automate many common ASM transactions. This section of the documentation deals with the Classic API. For more information on the RESTful Alemba API, see .

For information on how to develop code to call a web service, refer to the documentation for your chosen programming language.

The Classic API has been deprecated in favor of the Alemba API. While you are still able to use the Classic API, support is no longer provided.

Using Classic API Transactions

All transactions must be executed by a full analyst with a valid Session ID. A Session ID is a short alphanumeric string that is generated when an analyst logs into ASM. The Session ID identifies the analyst as they navigate between pages. The Session ID indicates:

  • the identity of the analyst

  • the database to which the analyst is logged in

  • the duration for which the analyst has been logged into that database.

The API provides a LogIn transaction to generate a valid Session ID for a given analyst – regular license count, concurrent session and session timeout restrictions all apply to this session. This Session ID is then passed as an argument to all other transactions to authenticate the analyst. A corresponding LogOut transaction is provided to end that session. After LogOut has been called, the given Session ID is no longer valid.

Each transaction also has three optional parameters:

  • UserID

  • Password

  • Database

If these parameters are passed to the transaction, the web service will log the user in, execute the transaction and log the user out after the transaction is executed. In case of an error, the user will be logged out and an error will be returned.

For each transaction executed, events are inserted into the ASM Activity Log detailing the parameters passed to the transaction and the values returned by the transaction.

All transactions in the ASM web service interface require a valid SessionID to execute. This can either be generated using the LogIn transaction or by passing in the Login details to the specific transaction.

The ASM web service is installed by default for each system you create and can be found at the following URL:

http://<machinename>/<VirtualDirectory>/ServiceManager.svc

All examples in this documentation have been written using VB.NET. The following sections describe the API: how the input and output parameters are declared, parameter types and return values.

Authentication

The ASM web service uses the Login ID/Password and Session ID for authenticating logins. As it is a generic web service, it does not use the Microsoft Integrated Windows authentication mechanism, and is thus not targeted for use from only other Windows systems. Anonymous access must be used for the web services API.

If the API needs to be used with Integrated Security enabled, you must:

  • create a new system that points to the same ASM database

  • set up a password for an API analyst to enable them to log on

  • set the ASM System virtual directory to use anonymous access for IIS directory security.

Person records flagged as only Users cannot be used for logging on to the ASM web service. A person record flagged as Analyst in ASM Core must be used to log on to the API.

The ASM Web Service has not been designed to allow the use of NT authentication.

Input and Output Paramaters

The input and output parameters for all Classic API transactions are defined as classes. A list of all available classes is provided in Appendix H: Classes. In addition to this, a detailed explanation of the input parameters for each transaction including mandatory and default values are provided.

Each class conforms to a naming convention. All classes are named as follows:

Input Classes:

XXXRequest

Output Classes:

XXXResponse

Input Classes

Every input class contains certain common fields:

  • Session Information: sID, sUserID, sPassword, sDatabase. See the Transaction Login section for more information.

  • Custom parameter placeholders. See the section Define Custom Parameters for more information.

Not all fields in the input class are mandatory. The fields that are mandatory are specified for each transaction throughout this document.

If a mandatory field is not passed to an API transaction, the transaction will return an error.

Parameter Types

All fields in Request and Response classes are prefixed with a character indicating the type of that field.

Exceptions include the “Ret” field for response classes.

Prefix

Type

Additional Information

N

Integer

S

String

A

Array

Array with each element corresponding to a parameter and value. These are only used to define Custom Parameters.

See Define Custom Parameters for more information.

l

Lookup Field

Lookup fields are used by the API to find an existing entity in ASM. For example, lCustomer could be used to lookup the User for a new call.

Every lookup field can be used to search by name or ref. If the input value begins with a tilde (~), the search will be performed by ref. Otherwise, the search will be performed by name.

See Appendix G: API Lookups for more information.

b

Boolean

y

Yes/No

Yes/No fields are passed as strings and can contain any of the following “Y”, “N”, ”T”, ”F”, ”1”, or ”0”.

d

Date/Time

Date fields are passed as strings with the format “YYYY-MM-DD HH:MM:SS” in 24-hour time format.

x

Byte()

Byte array, only used in ObjectAttach Transaction.

Output Classes

Like the input values, all return values are contained in classes.

Each output class may return:

  • Entity reference number

  • Message

  • API return value (warnings, errors)

  • Possibly result set

Entity Reference Number

Some output classes may return the reference number of an entity for certain transactions, such as create, update, etc. For example, a call number is returned in the case of the CallCreate Transaction.

Error/Warning Messages

Each return class contains a message field sMessage. The sMessage field contains any error or warning message returned from the API Transaction.

Transaction Status Codes

Each return class contains a response code field Ret. The Ret field has the type of APIReturn indicating the status of the transaction. The following status codes can be returned:

Status Code

What it means

Zero

Transaction has been executed successfully

>=1000

An error occurred and the transaction could not be executed

1-999 inclusive

Indicate a warning, which is a non-critical step in the transaction failed. However, the transaction was completed.

A complete reference of status codes is provided in Return Values.

ResultSet

Some API transactions return results in a ResultSet object. This is a DataSet that contains rows of data.

An example of iterating through a ResultSet in VB.NET (localhost is the name of the web reference added to the project) is as follows. This assumes that there is a ResultSet returned following a CallRetrieve Transaction.

Transaction Login

Each transaction takes certain session information as part of its input.

There is the option to Login using the LogIn transaction to generate a session ID. This session ID is then passed to each transaction, and after the required API Transactions have been executed, you can call the LogOut transaction to log the analyst out of the system.

Each transaction also has three optional parameters:

  • UserID

  • Password

  • Database

Each transaction must be provided with either the session ID (sID) or all three of sLoginUserID, sLoginPassword and sDatabase. If these parameters are passed to the transaction, the web service will log the user in, execute the transaction and log the user out again.

Lookup Arguments

In instances where entities are linked to other entities (for example, calls to CMDB items, requests to request risk), these links are populated via a Lookup argument. Rather than pass the unique identifier of the linked entity, the transaction receives the name (or equivalent) or Ref of that entity. When the transaction is executed, the code looks up the entity by its name or Ref, and retrieves the unique identifier for that entity.

The name of an entity is ambiguous. In some cases the name does not exist, so all Lookups are performed on the unique identifier instead. These include calls, requests, and tasks.

Multi-tiered Entities

For multi-tiered entities, such as call issue Types and Request Types, Lookups are only performed against the name of the first tier entity.

Attributes enable you to specify three tiers of Type (using three separate parameters), while Knowledge transactions let you specify the knowledge type through to lower tiers.

CMDB Items transactions enable you to select CMDB Item Types down to lower tiers.

For more information about Attribute transactions, see Attribute Transactions. For more information about Knowledge transactions, see Knowledge Transactions.

Entities Representing Person Records

For entities representing people, all person records are looked up using their email address.

When more than one matching entity is found in the Lookup, the first entity found is used.

Lookup Errors

If a Lookup fails, an error or warning is generated depending on the nature of the linked entity. A failed lookup-up on a major entity generates an error. Major entities include:

  • Calls

  • Requests

  • Tasks

  • CMDB items

  • Users

  • Organizations

  • Locations

  • Contracts

  • External Suppliers

  • Analysts

  • IPK/Workflow Groups

  • Workflow Templates

  • Bulletin board entries

  • Knowledge entries

  • Knowledge Types

  • Attributes

  • Security Profiles

  • Stakeholders

All other entities are treated as warnings, and an appropriate default value is substituted.

It is possible to customize the means by which an entity is looked up by customizing the underlying query that performs the Lookup. Please contact your Alemba® Account Manager for information on how to achieve this.

Defining Custom Parameters

The API enables you to specify an unlimited number of custom parameters that are optional. These parameters allow transactions to update fields other than the standard fields defined in the transaction.

The API transactions use the same processes used within ASM to achieve certain results, for example, the API and the full application both use the query Insert Asset to create a config item.

All custom parameters to use in a transaction are stored in a Byte Array field. The naming convention for each entry in the array is CustomParamName=CustomParamValue. In other words, each entry in the array should consist of the field name to update, followed by an equals ‘=’ character, and then followed by the value of the specified field.

A client wants to update Self Service Portal Display Category and Service Portfolio Status on a Service to ‘Communications’ (reference number 3) and ‘Service Request Catalog’ (reference number 1) using the Classic API. This can be achieved by adding “PORTAL_CATEGORY=3” and “PORTFOLIO_STATUS=1” as entries into the aCustomParameters field of the input class of the CMDBItemUpdate transaction.

The same can be applied to transactions involving a client-defined custom field on a given entity as long as the client has defined that column in the entity’s standard Insert, Update and Get queries.

Using soapUI

The type of the value needs to be specified for it to work when using soapUI. Custom parameters need to be entered as below:

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:urn="urn:emc.com:Ionix:ServiceManager:API:v9.0"> <soapenv:Header/> <soapenv:Body> <urn:CallCreateRequest> <urn:sLoginUserID>aa</urn:sLoginUserID> <urn:sLoginPassword>aa</urn:sLoginPassword> <urn:sDatabase>SQL</urn:sDatabase> <urn:sProblemDescription>Test</urn:sProblemDescription> <urn:aCustomParameters> <urn:CustomParamData xmlns:i="http://www.w3.org/2001/XMLSchema-instance"> <urn:Key>EXTFLDV_500001</urn:Key> <urn:Value i:type="a:string" xmlns:a="http://www.w3.org/2001/XMLSchema">test</urn:Value> </urn:CustomParamData> </urn:aCustomParameters> </urn:CallCreateRequest> </soapenv:Body> </soapenv:Envelope>

Using C# or vb

In these cases you need to create an array of CustomParamData and add Key Value pairs.

Here is an example of C#:

private static Infra.API.ServiceContracts.ExecuteQueryTableResponse ExecuteQuery(Infra.API.ServiceImplementation.ServiceManager InfraAPI, String APISessionID, string queryName, List<KeyValuePair<string, string>> parameters) { if (queryName == "") return null; Infra.API.ServiceContracts.ExecuteQueryRequest APIExecuteQueryRequest = new Infra.API.ServiceContracts.ExecuteQueryRequest(); APIExecuteQueryRequest.sID = APISessionID; APIExecuteQueryRequest.sQueryName = queryName; //Add custom parameters Infra.API.DataContracts.CustomParamData[] CustomParams = new Infra.API.DataContracts.CustomParamData[parameters.Count]; for (int i = 0; i < parameters.Count; i++) { CustomParams[i] = new Infra.API.DataContracts.CustomParamData(); CustomParams[i].Key = parameters[i].Key; CustomParams[i].Value = parameters[i].Value; } APIExecuteQueryRequest.aCustomParameters = CustomParams;

return InfraAPI.ExecuteQuery(APIExecuteQueryRequest); }

Updating Extension Fields

You can use the CustomParameters array to update extension fields that have been added to a call, request, task or CMDB item screen set. To do this, find the FIELD_REF of the required extension field using the SU_FIELD table (in other words, do not use the NAME). The custom parameter name then becomes ‘EXTFLDV_<field_ref>’.

For example, a client has created an extension field Website Ref (name WEBSITE_REF) to store the website reference and wants to use the CMDBItemUpdate transaction to update this extension field on a CMDB item. This can be achieved by searching for FIELD_REF from the SU_FIELD table, where NAME=WEBSITE_REF. If the FIELD_REF returns a value ‘500061’, the client can enter “EXTFLDV_500061=www.alemba.com” as an entry into the aCustomParameters array of the input class of the CMDBItemUpdate transaction.

Patterns

Most entities follow a general pattern. For each entity, the following transactions can be defined:

  • Create

  • Update

  • Delete

  • Retrieve

The output classes of the Create transaction comprises a field that returns the unique identifier of the created entity, which can be passed to the Update, Delete and Retrieve transactions. The Retrieve transactions have a Details out argument, which is a Recordset object containing the entity’s properties.

Create, Update, Retrieve, and Delete transactions are limited by the following rules:

  • Requests can only be created from workflow templates.

  • Tasks cannot be created individually, but are generated when requests are created.

  • Calls, requests, and tasks support a Forward transaction as an alternative update transaction.

  • Calls, Tasks and Requests cannot be deleted as such and include a Close transaction instead

  • Entities with a distinguishable name, such as Bulletin Entries, Knowledge Entries, all CMDB items, can be retrieved using that name or the unique identifier.

  • Person transactions are limited to User records only.

History Records

Some API transactions such as call forward and timesheet transactions allow history records to be entered.

This follows the same transactions as the main application. The start and end dates represent the start and end times of the action. There is also an option to use security profiles if this is enabled on your system.

Auditing

All the transactions that make changes to entities in the database (create, delete, update) have a Reason parameter. If the Audit Trail is enabled, this parameter takes a string that is saved to the Audit Trail for that particular item (call, request, task, CMDB item) as the reason for the change. The API will always update the last update date and last updated by fields even when the audit trail is not enabled.

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