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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 Configuration Portability
  • Prerequisites and Considerations
  • Rules for Supported Options
  • How Configuration Portability Works
  • Maintaining Relative Order Hierarchy After Import
  • Config Portability with CSV Connectors (Upload option)
  • Working with Individual Screens, Forms and Message Templates
  • Additional Data Exported
  • Porting Screens with Extension Fields and Field References (Deep Links)
  • Exceptions

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

Configuration Portability

Configuration Portability enables you to copy selected configuration settings from one system to another system using a simple export and import mechanism.

PreviousLimited Support/End of Life CapabilitiesNextOverview & Best Practices

Last updated 8 months ago

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Configuration Portability enables you to:

  • Select the configuration settings you want to copy

  • Export the settings from the source system

  • Import them into the target system.

Further, you will also understand exactly:

  • How long each import will take

  • What manual changes you will still need to make (CMDB, Services, Service Actions, etc)

Configuration Portability, as a feature of ASM, allows you to move work packages from one system to another. Configuration Porting is not bi-directional. There can only ever be 1 source system.

While the process itself is actually simple, the underlying actions are complex and you may end up porting items you did not intend to port. For this reason, please review this section, and the following pages carefully to ensure you understand how Configuration Porting works before undertaking this task. It would be wise to see the assistance of Alemba for your first time. If you need to request support for these features, please contact

If you are a Cloud Customer, Config Port files can be created from your system, but the import must be done on the server. You will need Alemba Support to assist with this activity.

Create your export files and label them so that Support will know what order to bring them in. For example:

[Your Change#]-[File 1]-System Settings

[Your Change#]-[File 2]- Screens

[Your Change#]-[File 3]-Message Types

[Your Change#]-[File 4] - SSP Settings

An alternative to Configuration portability exists, please see:

About Configuration Portability

Organizations often set up test systems when they implement major changes to an existing production system. The test system is analyzed to ensure that all changes have been applied correctly before updating the production environment. It is imperative for organizations to follow this procedure in order to reduce the likelihood of errors or failures when these changes are implemented on the production system.

ASM Systems are business-critical and require complex configuration and setup by administrators. As a result, it is typical to set up a test system for ASM Core, ensure the setup reflects the organization’s requirements, make changes if required, and then recreate the settings and data from the test system into the production system. Depending on the scale of an organization’s operations, this task can be time-consuming.

Configuration Portability enables you to copy selected configuration settings from one system to another system using a simple export and import mechanism. For on-premise customers, all this can be performed directly from the client application, which means that you do not need to have access to the ASM Core server to import and export configuration settings.

For example, if your organization has 3 environments then:

Once an organization has developed screens and configured settings on a development system (referred to as the source), the changes are imported and validated in the test system (referred to as the target ), and then the same source files are imported into the production system (referred to as the master target ).

For example, if your organization has 2 environments then:

Once an organization has developed screens and configured settings on a Test system (referred to as the source), the changes are exported as source files. The source files are imported into the production system (referred to as the master target ).

You can transfer Configurations - These are the administration settings pertaining to functional areas such as Service Desk, Workflow Management, Configuration Management and Service Level Management. The following data can be ported:

  • System Administration settings

  • Screens, forms, and message templates configured in ASM Designer

Data cannot be ported:

  • Call and Request Data

  • Person Records/Details

  • CMDB Items

  • AI Ops Rules

  • System default values (such as the default System Title defined in System Administration)

  • Templates (such as Workflow Templates and Call Templates) You must use the Workflow Port Utility

  • IPK Workflow Rules

  • CMDB Items and Services, Service Actions

  • Forum Management Rules

  • Activity Logs

  • SLM Agreements

  • Person records

  • Passwords and Email settings

  • System customizations, stored procedures, and integration settings. (These settings involve files which are not located within the database, such as SQL files, or HTML files.) They must be transferred manually between the source and the target systems.

  • Integration Platform settings

Workflow templates can be ported through the Workflow Management System Administration Menu ->Workflow Porting option.

Prerequisites and Considerations

Note the following requirements and recommendations.

  1. You must only port from a single source system, that is, you cannot port from multiple systems into one target system. This means that you must use configuration portability in a serialized release environment. Refer to the Config Port Overview & Best Practices topic for more information.

  2. Ensure the same version of the software is installed on both the source and target systems.

  3. Back up your target system before porting data.

  4. If your system has been customized, it is recommended Alemba® Professional Services assists you in porting data between systems.

  5. When Configuration Portability is used to make changes to a production environment, the production settings should not be changed manually. This is to prevent data mismatches and the potential for unexpected behavior.

  6. Partition settings play a major role in determining how your ASM System functions. Importing to or exporting from a system that has partitioning enabled and subsequently disabled may result in random errors in the export and import process. In addition, partition names must be unique for the process to be successful.

Rules for Supported Options

Certain settings have specific rules applied to them when they are imported into the target system. The table below lists the rules for such options.

Option or Setting to be Imported
Import Condition / Rule

IPK and Workflow Management Groups

The recipient analyst and partition settings must match in the source and target systems.

Stored Procedures

Only the settings for stored procedures are imported, not the stored procedures themselves.

IPK Management Security Role

The Screen Sets tab appears on the IPK Management Security Role window when IPK statuses and streams are not enabled. If a call screen set does not exist on the target system, the corresponding role is created but will not have the screens linked to it. This action will be recorded in the import log.

Call, Customer Survey, Request and Task Screen Sets

To export and import screens and data schema, the appropriate screen sets must be selected under the Screens, Forms and/or Message Templates tabs. This will process all screens for that screen set.

Selecting the screen sets in the IPK Management or Workflow Management tabs will import the screen set names and all related screen sets parameters, fields, etc. As the config port has to factor in all of the relationships between all of the entities involved, what this setting exports is the following:

1. All of the Request Screen Sets

2. All of the custom extension fields associated with the Request Screen Sets

3. All of the screens/message templates for each of the selected Screen Sets (including their layout, rules, etc)

Alternatively, you may select individual screens from Screens – Individual.

If you need to only move a few screens, select the Screens – Individual tab, and add the single screen(s) that you wish to port. The Config Port Export will then export information regarding the screen, the Screen Set that it belongs to, and any extension fields that are associated with that screen set.

When the file is imported, all of this information is compared to the destination system and, if that system does not have one or more entities in that port, they are created.

Knowledge screens

When knowledge screens are copied, Knowledge Entry Types and Knowledge Base types are also copied because they are dependent settings.

How Configuration Portability Works

Data Transfer Steps

The data transfer between two systems is a two-step process. The data must first be exported from the source system (for example, the development environment), and then imported into the target system (for example, the test or pre-production environment) or the master target system (for example, the production environment).

  1. Export Data from Source System: Begin by exporting data from your development or current live system. This will include all necessary configurations, data schema, and entries needed to replicate or update the target system.

  2. Import Data into Target System: The exported data is then imported into the target or master target system, such as your test, pre-production, or production environment.

Matching Mechanism

  • Global Unique Identifier (GUID): ASM Core utilizes GUIDs as a key to match database entries across systems. This ensures that even renamed fields are correctly recognized and matched during the import process. Different GUIDs indicate distinct items.

  • Two items with different GUIDs are identified as different items.

Custom Schema Files

  • For additional customizations, schema files can be placed in the Config directory. These files are version-specific and should be handled by experienced developers only.

Reconciliation Rules

During the import, several rules ensure data integrity and prevent conflicts:

  1. Matching Items: Items without a GUID in the target that match the entity and partition of an item in the source are considered the same and updated with the GUID from the source.

  2. New Values: Active values in the source not found in the target are created in the target.

  3. Workflow Groups: Missing workflow groups in the target, such as Finance, are added.

  4. Existing Names: Items can be inserted into the target system even if they share names with existing items.

  5. Retained Values: Values existing in the target but not in the source are kept.

  6. Deleted Values: Deleted values in the source are imported into the target as deleted unless active in the source; then, they're marked active.

  7. Name and Status Synchronization: Imported items retain their source's names and statuses unless a discrepancy is found, in which case, the target's item is updated accordingly.

  8. Name Matching and Whitespace Rules: Names are matched disregarding the case. Unmatched whitespace in names is intelligently handled, ensuring accurate matches without duplications.

This framework ensures a smooth and consistent transfer of configurations and data between systems, maintaining integrity and functionality across different environments.

Best Practice

Before exporting the production database to the development system, it is recommended that you first run the Config Portability GUID Assignment.scp via the server console to allocate unique identifiers (GUIDs) to any fields missing a GUID so the system properties remain synchronized when using Configuration Portability.

Maintaining Relative Order Hierarchy After Import

When you import items into the target system, their relative order hierarchy matches that of their source items. Here's how it works:

  • Inserting New Items: If a new item is added to the target system, it is placed below any item that shares the same order hierarchy.

  • Reordering Items: If you reorder an item in the target system, it maintains its position below any item with an identical order hierarchy.

  • Unmatched Target Items: The order of items in the target system without corresponding source items remains unchanged.

This ensures a consistent and predictable organization of items following an import.\

Config Portability with CSV Connectors (Upload option)

If you are using the CSV connector, you are porting the settings, but not the CSV file itself. Therefore, when porting the settings for a CSV connector, take the following steps:

  1. Export the CSV Connector Settings from the source system.

  2. Import the CSV Connector Settings into the target system.

  3. Open the CSV Connector Source in the target system.

  4. Upload the CSV File.

  5. Click to confirm that the target connector source system is working as expected.

  6. Configure/review the Integration Resource, etc. as usual.

Working with Individual Screens, Forms and Message Templates

You can export individual Screens, Forms and Message Templates.

Only designable screens will be available for export. Non designer screens will have to be copied manually. The scope of the data is limited to the selected screen and directly related items.

The imported/exported information for these items is only displayed on the By Selection tab. These items are only a subset of the screen designer options, so are not relevant By Section.

Parent screen sets which are not found in the target systems will have some values set to defaults. These items include IMAGE_REF and REPORT_REF. To keep this information consistent, it is recommended to select the CMDB Item Types option as well.

Additional Data Exported

  • Screen Set including parents

  • Security Profiles

  • Security Profile Access

  • Partitions

  • Extension Fields

Porting Screens with Extension Fields and Field References (Deep Links)

When porting screens that reference extension fields on another screen, both screens need to be exported from the source system and then imported into the target system twice using the same configuration file. This ensures that any rules or filters that reference fields across screens are correctly linked and functional in the target system.

Key Steps

  1. Export both screens from the source system.

  2. Import the configuration file into the target system to create the fields.

  3. Import the configuration file again to link the fields to their respective rules.

Important Considerations

  • Screen Sets Selection: Selecting a screen set exports its entire contents. Individual selections within that set are ignored.

  • Linked Fields: Fields linked from one screen set to another are imported and linked correctly, but not back to the original screen if it exists.

  • Linked Extension Fields: Extension fields linked to another extension field are ignored during import.

  • Import Restrictions: Screens can only be imported if they were exported as individual items. It is not possible to selectively import screens from a broader set that was exported.

This process ensures that the imported screens work as expected with all rules and references intact, avoiding functionality issues in the target system.

Exceptions

Case
Description

Selecting an entire screen set and individual options

If a user selects a screen set under the Screens, Forms, and/or Message Templates tab, any individual Screens, Forms, and/or Message Templates selected for that screen set will be ignored. This is because the screen set and its associated types are already marked for export.

Linked Fields on Individual Screens

If there are fields linked to a screen set from another screen set, these fields will be imported and linked to the screen. They will not be linked to the original screen, even if it exists.

Linked Extension Field of another Extension field

These fields will be ignored and the field definition will be left untouched in the source html

Importing Individual Screens

Screens will only be available for import if they were exported as individual screens. You cannot export Screens -> Call and then import only selected screen sets.

Note the specific instructions for below.

Config Portability with CSV Connectors (Upload option)
Alemba Support
Best Practice: System Configuration Post Go-Live | ASM HERMES 10.6
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