LogoLogo
Click to Submit Feedback!
  • 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
Powered by GitBook
On this page
  • Creating a Knowledge Entry
  • All About the KB Article Screen and Fields
  • Methods for Creating Knowledge, Importing Knowledge, and Using Matching Knowledge
  • Abstracts Fields
  • Call Fields
  • FAQ Fields
  • KCS Fields
  • Known Issue Fields
  • Completing the Knowledge Review
  • How External Knowledge Content is Indexed
  • Knowledge Entry Details Window
  • Knowledge Entry Information Panel
  • Reviewing a Knowledge Entry
  • Updating a Knowledge Entry
  • Deleting a Knowledge Entry
  • Restoring Deleted Knowledge Entries

Was this helpful?

  1. Use ASM
  2. Using ASM Core
  3. Knowledge Management

Managing Knowledge Entries

You can create knowledge entries from scratch, or clone a call to become a knowledge entry.

PreviousKnowledge ManagementNextThe Knowledge Bank Explorer

Last updated 3 months ago

Was this helpful?

Depending on your security role permissions, you can do any or all of the following within the knowledge bank in ASM Core:

  • Create a knowledge entry

  • Moderate the entry to ensure it is accurate before it is published

  • Update the details

  • Review the knowledge entry

  • Delete the knowledge entry

Users and Analysts can then:

  • Search for knowledge entries

  • View the knowledge entry

  • Give feedback on knowledge entries

Creating a Knowledge Entry

All About the KB Article Screen and Fields

Methods for Creating Knowledge, Importing Knowledge, and Using Matching Knowledge

Before you start

  1. Display the New Knowledge Entry dialog box, in any of the following ways:

    • Select New > Knowledge.

  2. In the New Knowledge Entry dialog box, select into the box and choose the type of entry you want to create. You can select from any of the available tiers. Base entry types are system defined. Further entry types can be created in the Knowledge Entry Types window.

Best Practice

Do not create a separate knowledge entry for every call that is encountered. Rather, call knowledge entries should be used to represent typical calls on a particular topic. It is recommended that calls on similar topics be aggregated into a single entry.

3. Select OK to display the Knowledge Entry Details window. The fields and sections displayed will vary depending on the type of knowledge entry.

4. Complete the details. Some of the sections may be collapsed, so you can only see the headings. To expand them to view the fields, simply click on the heading.

Knowledge Ref

Each entry within the Knowledge Bank has a unique reference number. This number is allocated by ASM Core and cannot be changed.

External Ref

External Reference number or ID for the Knowledge Entry. You can use this to assign an external reference number or ID to the entry.

Status

Select a status for the knowledge entry, which defines the level of visibility the entry will have. (Draft, Published, etc...)

Knowledge statuses are defined in the Knowledge Statuses window.

The statuses listed here are the ones to which you have access on the Statuses tab of your Knowledge Management Security Role. You can update entries that have a status to which you do not have access, but you can only change the entry’s status to one which you do have access.

Values with a * in the Status field indicate a deleted status or one to which you do not have access.

You can only moderate your own knowledge entries if you have Review Own selected in the Options tab of your Knowledge Management security role.

Profile

Profiles answer the question, "Who is the Audience?", and are defined in the Knowledge Profiles window.

You can only select profiles to which you have access on the Content Access tab of your Knowledge Management security role.

Knowledge Profiles are used to control access to content by audience. Keep this in mind when selecting or building your knowledge profiles.

Entry Type

This field is automatically populated with the entry type you selected in the New Knowledge Entry dialog box.

Use the drop-down list to display all available entry types, and click on one to select it if you wish to change the entry type. This will automatically update the window and load the fields for the selected entry type.

Type

The issue type that you want to link to the knowledge entry.

Select into the field and select the issue type. You can select from any of the available tiers. These are defined in the Knowledge Entry Types window in System Administration.

Knowledge entries can be linked to the same types and CMDB items as a call. This will result in analysts being alerted to potentially helpful Knowledge Bank material from the call window. If the call is dealing with the same service and type, the Related Knowledge section of the Service window is populated to indicate potentially helpful material.

Created By

The person who created this entry.

Owner

The person who has responsibility for this entry.

Next Review

The date on which this entry is due for review. The default review period is set in the Knowledge Bank Settings. You can change it by selecting and picking another date. Alternatively, you can type the date and time.

Depending on Knowledge Bank settings, contributors and/or creators are notified by email when an entry is due for review.

Expires

The date on which the knowledge entry is to expire.

After this date, the knowledge entry will not be listed in knowledge search results. However, it will still be listed in Knowledge Admin Search results.

The fields displayed in the bottom half of the window depend on the type of entry you have selected. You may need to scroll down to see them all. Complete them as necessary.

Abstracts Fields

If you have selected Abstract as the base Entry Type, provide the Abstract information.

Title

Type a Title for your knowledge entry. This is a mandatory field.

Format

Select the format in which you want to publish your knowledge entry. If you switch from HTML to Plain Text, you will get a warning that HTML formatting you may have applied will be lost. The default format is set in the System Settings.

Abstract

Type the details of the knowledge entry in the text area provided.

When HTML content from a document or web page is pasted into a knowledge entry, some information is removed from the content. This information includes scripts, objects, applets, absolute positioning, images, and input elements.

Additional Information

Expand the Additional Information section to add more information to the knowledge entry.

This field is only visible when viewed in ASM Core. It is hidden when viewed from the Self Service Portal. It can be used to record information that may be too sensitive or technical for the public, such as references to legislative information.

Linked CMDB Items

Expand the Linked CMDB Item section to search for and select the CMDB Items to which you want to link the knowledge entry.

Knowledge entries can be linked to the same types and CMDB items as a call. This will result in Analysts being alerted to potentially helpful Knowledge Bank material from the call window.

If the call is dealing with the same service and type, the Related Knowledge section of the Service window is populated to indicate potentially helpful material.

Select the Include Deleted checkbox to include all removed and/or deleted CMDB items in the list.

Select Add to display the CMDB Item Search window, in which you can search for a CMDB item. Double click to select the item you want to link. If you are linking several items, select them in bulk.

Once the items are displayed in the Linked CMDB Items table, you can view an individual item by selecting it and then selecting Open, or unlink it by selecting it and then selecting Remove.

Call Fields

If you have selected Call as the base Entry Type, complete the following fields to provide the description and solution.

Title

A Title for your knowledge entry. This is a mandatory field.

Format

Select the format in which you want to publish your knowledge entry. If you switch from HTML to Plain Text, you will get a warning that HTML formatting you may have applied will be lost.

The default format is set in the System Settings.

Description

A description of the problem or incident that led to the call being raised, and the environment in which the problem occurred.

Solution

Expand this section if necessary, and then describe the solution to the issue. If your knowledge entry is in HTML format, you can include links, images and so on.

Additional Information

An additional section in which you can provide information which may be helpful but is not vital to the solution.

This field is only visible when viewed in ASM Core. It is hidden when viewed from the Self Service Portal. It can be used to record information that may be too sensitive or technical for the public, such as references to legislative information.

Linked CMDB Items

Expand the Linked CMDB Item section to search for and select the CMDB Items to which you want to link the knowledge entry.

Knowledge entries can be linked to the same types and CMDB items as a call. This will result in Analysts being alerted to potentially helpful Knowledge Bank material from the call window.

If the call is dealing with the same service and type, the Related Knowledge section of the Service window is populated to indicate potentially helpful material.

Select the Include Deleted checkbox to include all removed and/or deleted CMDB items in the list.

Select Add to display the CMDB Item Search window, in which you can search for a CMDB item. Double click to select the item you want to link. If you are linking several items, select them in bulk.

Once the items are displayed in the Linked CMDB Items table, you can view an individual item by selecting it and then selecting Open, or unlink it by selecting it and then selecting Remove.

FAQ Fields

If you have selected FAQ as the Entry Type, provide the question and answer to be displayed.

Question
Type in the question. This is a mandatory field.

Format

Select the format in which you want to publish your knowledge entry. If you switch from HTML to Plain Text, you will get a warning that HTML formatting you may have applied will be lost.

The default format is set in the System Settings.

Synopsis

An elaborated summary of the question. This appears beneath the question in knowledge search results and helps readers determine if the FAQ is relevant to their issue.

Answer

Expand this section if necessary.

Type the answer to the question. If the format is set to HTML, you can format your text and add images, etc.

Additional Information

Expand the Additional Information section to add more information to the knowledge entry.

This field is only visible when viewed in ASM Core. It is hidden when viewed from the Self Service Portal. It can be used to record information that may be too sensitive or technical for the public, such as references to legislative information.

Linked CMDB Items

Expand the Linked CMDB Item section to search for and select the CMDB Items to which you want to link the knowledge entry.

Knowledge entries can be linked to the same types and CMDB items as a call. This will result in Analysts being alerted to potentially helpful Knowledge Bank material from the call window.

If the call is dealing with the same service and type, the Related Knowledge section of the Service window is populated to indicate potentially helpful material.

Select the Include Deleted checkbox to include all removed and/or deleted CMDB items in the list.

Select Add to display the CMDB Item Search window, in which you can search for a CMDB item. Double click to select the item you want to link. If you are linking several items, select them in bulk.

Once the items are displayed in the Linked CMDB Items table, you can view an individual item by selecting it and then selecting Open, or unlink it by selecting it and then selecting Remove.

KCS Fields

If you have selected KCS as the base Entry Type, provide the description, cause and resolution details.

Question
Type in the question for the KCS. This is a mandatory field.

Format

Select the format in which you want to publish your knowledge entry. If you switch from HTML to Plain Text, you will get a warning that HTML formatting you may have applied will be lost.

The default format is set in the System Settings.

Description

Describe the issue or scenario.

Cause

Expand this section if necessary and type the underlying reason for the issue.

Resolution

Expand this section if necessary and type the steps involved in resolving the issue.

Linked CMDB Items

Expand the Linked CMDB Item section to search for and select the CMDB Items to which you want to link the knowledge entry.

Knowledge entries can be linked to the same types and CMDB items as a call. This will result in Analysts being alerted to potentially helpful Knowledge Bank material from the call window.

If the call is dealing with the same service and type, the Related Knowledge section of the Service window is populated to indicate potentially helpful material.

Select the Include Deleted checkbox to include all removed and/or deleted CMDB items in the list.

Select Add to display the CMDB Item Search window, in which you can search for a CMDB item. Double click to select the item you want to link. If you are linking several items, select them in bulk.

Once the items are displayed in the Linked CMDB Items table, you can view an individual item by selecting it and then selecting Open, or unlink it by selecting it and then selecting Remove.

Known Issue Fields

If you have selected Known Issue as the Entry Type, provide details of the issue and workaround.

Title
Type in a title for your knowledge entry. This is a mandatory field.

Format

Select the format in which you want to publish your knowledge entry. If you switch from HTML to Plain Text, you will get a warning that HTML formatting you may have applied will be lost.

The default format is set in the System Settings.

Problem

Type the details of the problem that was reported.

Workaround

Expand this section if necessary and type the workaround for the issue.

Additional Information

Expand the Additional Information section to add more information to the knowledge entry.

This field is only visible when viewed in ASM Core. It is hidden when viewed from the Self Service Portal. It can be used to record information that may be too sensitive or technical for the public, such as references to legislative information.

Linked CMDB Items

Expand the Linked CMDB Item section to search for and select the CMDB Items to which you want to link the knowledge entry.

Knowledge entries can be linked to the same types and CMDB items as a call. This will result in Analysts being alerted to potentially helpful Knowledge Bank material from the call window.

If the call is dealing with the same service and type, the Related Knowledge section of the Service window is populated to indicate potentially helpful material.

Select the Include Deleted checkbox to include all removed and/or deleted CMDB items in the list.

Select Add to display the CMDB Item Search window, in which you can search for a CMDB item. Double click to select the item you want to link. If you are linking several items, select them in bulk.

Once the items are displayed in the Linked CMDB Items table, you can view an individual item by selecting it and then selecting Open, or unlink it by selecting it and then selecting Remove.

  1. When you have completed the details, select Save. The Save window appears. Complete the details.

Completing the Knowledge Review

Review Required

Select this option if you want this entry to be reviewed by another Analyst who has access to the entry and permission to review it.

Once you select this option, it is disabled until the entry has been reviewed.

People viewing this entry from Knowledge Search results, will see the message “This entry has been flagged for review” at the bottom of the information pane.

Reviewed

This option is not available when first saving a knowledge entry. It becomes available after a knowledge entry is saved with Review Required check box selected.

The analyst reviewing the entry can select this option to indicate that the review on the entry has been completed. When this option is selected and the entry is saved, the Review Required check box will become unselected.

Status

The value displayed in this field is inherited from the Entry Details window. However, you can set a different status by selecting the required value from the list.

To display the entry on the Self Service Portal, the selected status must have the Publish to Self Service Portal option selected on the Knowledge Statuses window. If moderation is enabled for the Knowledge Bank, it must also have the Moderated option selected on the same window.

Rating

This option is unavailable when first saving a knowledge entry. The text is grayed out and the drop-down list disabled. Contributors cannot rate their knowledge entries. Therefore, if you create or contribute an update to an entry, it is not possible to rate that entry.

If you are reviewing or editing an entry, you can select a rating for the entry only if you want to make a minor update to the entry. If you leave the Minor Update option unselected, you automatically become a contributor for the entry, and hence cannot assign a rating to it.

Comments

Use this field to add any other relevant comments about the entry. These comments are only visible in Knowledge History window of the knowledge entry.

Minor Update

  1. Select OK to publish the entry. The window closes.

How External Knowledge Content is Indexed

Each knowledge entry is either an Internal or an External entry. Internal knowledge entries are those that are stored in the database, such as Abstracts, FAQs, Call, KCS structured entries, and known issues. External knowledge entries point to an external location – a physical directory (file), where knowledge entries are located. External articles are discovered by the ASM Core Indexing Service and returned in knowledge searches. An external knowledge entry may be linked to several external articles.

ASM Core indexes external information using the following processes:

  • External entries returned in the Knowledge Search results window do not display punctuation marks. Punctuation marks are ignored, except hyphenated words which are treated as a single word.

  • The indexing process tries to extract metadata from the document in order to make search results more informative. Word and OpenDocument format documents generally have a "title" metadata field that is used as the page title. If the title metadata field does not exist or is empty, the document file name is used instead (this is the case for PDF documents). Some file types also have a "subject" metadata field which is used as the document thumbnail. Where this field does not exist or is empty, the first 100 characters of the document body are used instead.

Knowledge Entry Details Window

The Knowledge Entry Details window displays the configuration details of the knowledge article, the text for the knowledge entry, as well as statistics and linked items.

Depending on the permissions on your Knowledge Management security role, you will be able to edit and review the knowledge entry, provide feedback, and modify items linked to the entry.

The knowledge entry details window contains three sections: The Explorer Option, the Entry Details, and the Information Panel.

Knowledge Entry Information Panel

Status

This informs the reader if the entry is a “New Knowledge Entry”, “Active” or “Deleted”. It does not correspond with the status field displayed on the knowledge details screen.

This value cannot be manually selected by analysts.

Review

This indicates whether the entry has been flagged for review.

Created By, Created At, Updated By, Updated At, Published By, Published At, Reviewed By, Reviewed At.

These fields show the names of the Analysts who created, last updated, published and reviewed the entry, as well as the date and time when the action was performed.

From Call

The call number that the knowledge entry is cloned from, if the knowledge entry was created by cloning from a call. No value is shown if it was not.

Hit Count

The number of times the entry has been viewed.

No of Rating Responses

The number of people who have rated the entry for its quality and content.

Feedback Rating

The overall rating of the entry in terms of quality and content.

Call Referrals

The number of calls linked to this entry.

Help Factor

Knowledge entries can be displayed when logging calls via the portal (Suggested Knowledge) and ASM Core (Matching Panel). This field shows the number of times the entry contained sufficient information for the analyst/user to close a call.

Contributors

The Analysts who have made a major update to the entry

Partitions

The partitions that the entry is accessible from.

Reviewing a Knowledge Entry

A knowledge entry can be saved as “Review Required”. When the entry is viewed in 'read' mode, the message “This entry has been flagged for review” appears at the bottom of the information pane.

Assuming you have the appropriate permissions in your Security Role, you can review the contents for accuracy and usefulness, change the entry to 'edit' mode, make necessary changes, and then flag it as reviewed.

Before you start

To review other Analysts’ knowledge entries, you must have Review and Editor selected in the Options tab and Editor selected for the Knowledge Profile of the entry in the Contents Access tab of your Knowledge Management Security Role.

To review knowledge entries which you have created or contributed to, you must have Review Own selected in the Options tab of your Knowledge Management Security Role.

Statuses you can select in the Knowledge Entry details are determined by the settings in the Statuses tab in your Knowledge Management Security Role.

  1. Search for the entry, selecting Review Required as one of the search criteria.

  2. When the knowledge entry details are displayed , select the Action icon from the toolbar.

  3. Modify the required details on the Details window.

  4. When you have finished, select Save. The Save window appears. Complete the details.

Minor Update

  • Select this option to indicate that the changes to the entry were minor such as spelling corrections or adjustments to review or expiry dates. The credit for the entry is attributed to the original author.

  • If you are making significant changes, leave this unselected to save the change as a “major update”. The credit for the entry is now attributed to you as the Analyst who made the changes. You will become a “contributor”. The system displays a warning that you may not be able to review this entry (depending on your security configurations)

Please Note: Unchecking the "Minor Update" box makes the update a Major Update, and if Historical Snapshots are being recorded (configured in System Admin), the document will be captured and versioned. Minor updates are not versioned.

Review Required

This option is grayed out until after the entry is saved with the Reviewed check box selected.

Reviewed

Select this option to indicate that the review has been done.

When this option is selected and the entry is saved, the Review Required option will be deselected.

Status

The value displayed in this field is inherited from the previous window. However, you can set a different status by selecting a different value from the list.

To display the entry on the Self Service Portal, the selected status must have Published to Self Service Portal selected on the Knowledge Statuses window. If moderation is enabled for the Knowledge Bank, it must also have the Moderated option selected.

Rating

You can select a rating for the entry only if you want to make a minor update to the entry.

If you leave the Minor Update option deselected, you automatically become a contributor for the entry and hence cannot provide a rating as creators and contributors are prevented from rating their own knowledge entries.

Comments

Use this field to add any other relevant comments about the entry. These comments are only visible in Knowledge History window of the knowledge entry.

Select Ok to save the changes. You are returned to the search window and the details are saved.

Updating a Knowledge Entry

Once a knowledge entry has been saved, it can be updated in a number of ways, including changing the status and updating the information it contains, as well as adding, changing or deleting objects attached to the entry.

  1. Search for the entry.

  2. When the details are displayed, select the Action icon from the toolbar.

  3. Modify the required details on the Details window.

  4. When you have finished, select Save. The Save window appears. Complete the details.

  5. Select OK to save the changes. You are returned to the search window and the details are saved.

Deleting a Knowledge Entry

  1. Select Admin > Knowledge Bank.

  2. Select the entry you want to delete in the browse table, and select the Delete icon . The entry disappears from the browse table.

  3. If you want to view the entry before you delete it, select it in the browse table and then select the Action icon. When the details are displayed, select the delete icon.

You can restore deleted entries if necessary, following the instructions below.

Restoring Deleted Knowledge Entries

  1. Search for the knowledge entry, deselecting the Active and select the Deleted search criterion. Add any further search criteria you wish to use to filter the search results.

  2. Select Search to display the results in a browse table. You can adjust the column widths if required.

  3. Highlight the entry you wish to undelete in the search results and select the Undelete icon. If you wish to review the entry before undeleting it, select the entry you wish to undelete. When the details are displayed, you will see a banner across the top of the window informing you that the item has been deleted. Select the Undelete link in the top right corner.

  4. The banner disappears from the list and if you return to the window containing the search results, selecting Active and deselecting Deleted, you will see the entry is restored.

To create a knowledge entry from scratch, you must have Author selected in the Options tab of your .

To clone a knowledge entry from a call, you must have Clone from Calls selected in the Options tab of your .

To assign a knowledge profile, you must have Author permissions for it in the Content Access tab of your .

To assign a status, you must have Author permissions for it in the Content Access tab of your .

Search for a knowledge entry, either using the standard search, or the , and from the bottom of the Knowledge Search Criteria pane, select Add New if available. Alternatively, select the New icon from the toolbar in the Results pane.

The first time a knowledge entry is saved, this option is disabled. Unchecking this option creates a Major Version and a snapshot of the version will be saved to the History if have been enabled for your Knowledge base.

Knowledge Management Security Role
Knowledge Management Security Role
Knowledge Management Security Role
Knowledge Management Security Role
knowledge admin search
Historical Snapshots