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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
Powered by GitBook
On this page
  • Analyst Skills and Permissions
  • Adding a Person
  • Setup Analyst Security Roles
  • The Person Details Explorer
  • Searching for a Person
  • Copy Icon
  • Paste Icon
  • Clone Person Record Icon
  • Copying Analyst Security Roles and Configuration Settings
  • Updating Person Details
  • Creating a New Record by Copying Person Details
  • Deleting a Person Record
  • Undeleting a Deleted Person Record

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  1. Use ASM
  2. Using ASM Core
  3. Managing your CMDB

Managing People

You can manage all your Users, Analysts, and External Contacts using the Person entity type.

PreviousAllocating Change Windows to CMDB ItemsNextManaging Contracts

Last updated 21 days ago

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You can manage all your Users, Analysts, and External Contacts using the Person entity type. When adding a Person, you can specify if they are a User, Analyst or External Contact, or a combination of these depending on your business needs.

Analysts require a Named or Concurrent license

External Contacts require a Named license

Users do not require a license.

Managing people includes the following tasks:

Analyst Skills and Permissions

To consider:

  1. Do you want all analysts to be able to log calls and/or requests or give only certain analysts the ability to receive calls and tasks? Analysts' permissions regarding call management are determined by the settings in their IPK Management Security Roles.

  2. Which analysts do you want to be able to change options in the Administration module or add other analysts to the system? To find out more about other settings that can be allowed or restricted, read the section on .

  3. The skills of your analysts can be linked to both call types and/or CMDB item types. This enables analysts to direct calls to the appropriate person to be solved, based on the issue type or CMDB item type specified in the call.

  4. If analysts have specialist skills, do you want to link them to call types or to CMDB item types? This is of particular relevance if you are using the feature.

Skills are assigned to analysts on the Person Details window through the Skills Explorer option.

Adding a Person

Each of your Users, Analysts and External Contacts can have their own Person record in ASM Core, in which they can be designated as a User, Analyst, or External Contact.

  1. Select New. Then select Person.

  2. The Person Details window appears. (You may need to scroll down to see all of the fields.)

  3. Your Person Details window may appear different if it has been modified by your system administrator.

There is no specific order in which you need to complete the fields on the Person Details window. If you are creating a User, try to fill in as much information you think will assist in maintaining the User record and providing information to assist in solving problems, for example, when an outage or a call is raised against a User.

  1. At the top of the window, select the type of person you wish to create. You must select at least one type, but you can select more than one if necessary. Fields on the window may become hidden or visible depending on which of these check box options you select.

User

to flag this person as a user of services provided. A User typically has access to Self Service Portal.

Analyst

to flag this person as an Analyst. An Analyst is a member of the organization (for example, support staff working on the Service Desk), who has access to ASM Core.

Template Person

to create a template rather than an actual person record. This saves time if you need to create multiple person records with similar details.

You must select the person type as well as this option.

External Contact

to flag this person as an External Contact, someone who is responsible for the work outsourced to an external supplier.

  1. Select Account Disabled to prevent the person from logging into ASM Core or Self Service Portal. This is useful if you want to set up the account some time before you want the person to access it, or while the person is on leave. Calls cannot be forwarded to disabled analysts.

  2. When you enable a User’s account by deselecting this option, an email is sent to them informing them that the account is now active.

  3. The next section is the Personal Details. Expand the section if necessary. Complete the details as follows:

Do not use the characters ‘%’ and ‘_’, as they are used as wildcard characters when searching. If you do use these special characters as part of the User’s record, you may not generate the expected results when performing a Person search.

Title

Type an appropriate title for the new person, such as Mr, Miss, Ms or Mrs. This is not a mandatory field.

This is not displayed if you are creating a template.

First name

Type the person’s first name.

This is not displayed if you are creating a template.

Surname

Type the person’s surname or family name.

This is not displayed if you are creating a template.

Template Name

This is only displayed if you are creating a Template Person. Type the name for the template.

Job Title

Type the person’s job title

Login ID

You cannot type directly into this field. Instead, select the User ID and Password button. In the Login Credentials window, complete the details.

Click OK to save the login credentials.

A single login is assigned per person. If the person is flagged as both an Analyst and a User, they will use the same login to access ASM Core, the Self Service Portal and the mobile app.

Manager

Type or search for and select the person’s manager. Any person within the CMDB can be specified as a manager. If a record has not been created for the manager, use the New button on the Person Quick Search window or Add New button on the Person Search window to create one.

You cannot use Manager as criteria in an IPK Workflow Rule or in searches.

Cost Center

Type or search for and select a Cost Center. You can only link a person to one cost center.

This field may be automatically updated if you link an Organization to the person, from the Organization Details or if you later add the person record to a Cost Center's Linked People table.

Upload Image

Select this option to upload an image that will display when the person participates in a Chat. You can remove the image by selecting Clear Image if necessary.

Chat Name

Type the name that will be displayed when the person participates in a Chat. If this is left blank, a combination of the person's first and surname will be used.

  1. The next section is the Contact Details. Expand the section if necessary. Complete the details as follows.

Telephone
The person’s telephone number. Include the international code and area code, if available.

Cell

The person’s cellular phone number. Include the international code and area code, if available.

Pager

The person’s pager number. If you are using this number to send text messages, type in the cell phone number.

Email ID

Type the person’s email address.

If you leave this field blank or provide an incorrect email address, the person will not receive emails from ASM Core.

Email Format

Using the drop-down list, select either Plain Text or HTML. This selection determines the format in which the person will receive emails that are sent from ASM Core. Because the most popular e-mail programs use HTML, it is the recommended format for Internet mail. PlainText format is one that all e-mail programs understand.

This list is only available if Message Format per Analyst/User is selected in the Email Settings window.

  1. The next section is the Location Details. Expand the section if necessary. Complete the details as follows.

Organization/External Supplier

This field appears if People Linked to Organizations is selected in the CMDB Settings or the person is an External Contact.

Search for and select an organization for the person. If you have identified the person as an External Contact, the organization must be an external supplier.

Location

This may be automatically completed, if Locations Linked to Organizations is selected in the CMDB Settings.

If no location has been identified, or you want to choose a different location for the current person, search for and identify a location.

Primary Location

This box indicates whether the location is the primary location for the selected Organization.

This box appears if Locations Linked to Organizations is selected in the CMDB Settings.

Default Contact

Select this option to make this person the default contact for the selected Organization.

This option appears after you identify the organization.

Address

This may be automatically completed, using the linked Location Details, if these details exist. If no address has been identified, or you want to choose a different one for the current person, type the details.

Time Zone

Use the drop-down list to select a time zone for the person. This will enable the person to view ASM Core times in their local time, rather than the ASM Core server time.

All time zones are displayed based on their difference to Greenwich Mean Time (GMT).

ASM Core handles daylight saving by referencing values stored at the registry level of the server operating system. You do not have to make any adjustments. For more details on how the time zones are stored, see Storing Time Zone Information.

  1. The remaining fields depend on the type of person you are creating. You may need to scroll down to see the remaining fields on the window.

  2. If you selected User, add the User details.

Profile

Person profiles are created by the system administrator in the Person Profile window in CMDB administration.

To associate a profile with a User, select one from the list.

Service Level

Service Levels are defined by the system administrator in the CMDB Service Levels window, and can be used to choose the service level agreement to apply to the User.

Select a Service Level from the drop down list, or accept the system-defined default.

Attributes 1 & 2

Two fields that allow you to add up to 20 characters of additional information about the User. The titles of these fields are configured when your system is set up. For example, one may be the User's private cell phone number if that differs from their linked organization’s number.

Self Service Portal Role

If you are licensed for the Self Service Portal, you can select the Self Service Portal access permissions for the User. The available Self Service Portal Roles are defined within the System Administration module.

To enable this list you need to set the person's login credentials.

Default Partition

If Users are partitioned, allocate a partition to the User by selecting one from the list. If you do not select a partition, the partition you are in when you are creating the person is used.

Partitioning is enabled in System Administration.

VIP Status

Select the VIP status of the User using the drop-down list. The status appears whenever the User is linked to a call or request, so the Analyst dealing with it is aware of the User’s VIP status. You can also search on calls based on VIP status.

User VIP statuses are defined in the User VIP Status window within CMDB Administration.

  1. If you selected Analyst, add the Analyst Details. fields can be added to the person details screen through the Designer.

  2. Select OK to save the Person Details, providing Change Reasons if prompted to do so. Alternatively, select Save New to save the current record and open a new person details record, or Cancel to close the record without saving any changes.

  3. If a User registers through Self Service Portal, a Confirm Registration button is added to the Person Details. Review the details and then select Confirm Registration to add the person. Users can register through the portal if Log Call on Registration is selected in Self Service Portal Settings.

Setup Analyst Security Roles

At the bottom of the person window there is a series of tabs that you can use to manage the Analyst’s Security Roles and other access permissions. Select the tab and complete the details as follows.

Security Roles

Security roles determine the areas of the system the Analyst may access.

Select the security role from each list appearing in this view, such as General Access, IPK Management, and so on.

To view or edit the settings on a selected security role, click Details.

Caution - Changes you make to a security role here are global and will impact every user who has that security role.

IPK Groups

To link an IPK group to the Analyst, tick the Selected checkbox for each IPK Group to which the Analyst should have access.

To set a default IPK Group for the Analyst, select the checkbox in the Default column.

Analysts can also be given access to IPK groups through their IPK Security Role. Therefore, they will have access to groups that have been assigned to them through their role as well as groups to which they have been given access through the Person Details.

Workflow Groups

Select the checkbox for each Workflow Group to which the Analyst should have access.

To set a default Workflow Group for the Analyst, select the checkbox in the Default column.

If the Analyst has approval permissions, you can also set a default approval (AP) group. An Analyst can only have one default AP group.

Analysts can also be given access to Workflow groups through their Workflow Management Security Role. Therefore, they will have access to groups that have been assigned to them through their role as well as groups to which they have been given access through the Person Details.

Partitions

Select the checkbox for each partition the Analyst may access.

To set a default partition, select the partition and then select the Make Selected Partition Default option. The name of the default partition appears in the Selected Default Partition field.

You can only give access to those partitions you can access yourself. You cannot clear the default partition set on an Analyst’s record.

Recipients

This tab enables you to select recipients of emails if calls which are held by or assigned to the Analyst are escalated.

Select each of the events in turn, and find the recipients for emails that will be sent when the event is triggered.

Security Profiles

A security profile grants access to secured objects, notes, fields, actions and solutions. For each security profile to which the Analyst needs access, select the checkbox in the corresponding column.

The Person Details Explorer

The Person Details explorer appears on the left-hand side of the Person Details window. It contains options or links to other windows and functionality that relate to the person.

Agreements

To view the agreements linked to the person

Object

To attach a file to the person, such as their CV or certificates, or view the file

Attributes

To specify additional attributes for the person

Forms

To complete the standard and/or configured forms attached to the person record

Audit

To view all changes made to the person details

Password History

To view the history trail of changes made to the password

Delegation

To allow other people to action items in place of the User/Analyst

Stakeholders

To link and email stakeholders

Jurisdictions

To link jurisdictions to an Analyst

Contracts

To link one or more contracts to an Analyst

Skills

To specify an Analyst’s skills

CTI Caller IDs

To store CTI caller ID numbers for the person

External Resources

To view external resources linked to the person record from a directory application

Discrepancy Reports

To view the outstanding discrepancy reports currently linked to the person

Searching for a Person

You may want to locate a person, either to associate them with another CMDB item or to review their settings and permissions. There are numerous windows from which you can access person details, but they all work in much the same way.

Before you start

You must have User View selected in the People tab of your Configuration Management Security Role to copy the details held for a person flagged as a User and create a new one, Analyst View to copy an Analyst and External Contact View to copy an External Contact.

Depending on your system partition settings and your security role permissions, you may not be able to view certain person records.

  1. Select the main menu and then Search. From the submenu, select People.

  2. The Person Search window appears, with the Person Search Criteria pane on the left. Filter your search using these criteria.

  3. You must identify at least one of the Person Criteria for ASM Core to begin the search.

Analyst
Select to filter your search to include Analysts

User

Select to filter your search to include Users

External Contact

Select to filter your search to include External Contacts

Active

Select to filter your search to include active person records

Deleted

Select to filter your search to include deleted person records

Template

Select to filter your search to include person records that were created as templates

Partition

If your system is partitioned, and you have access to several partitions, select the partition you want to search. To search all, select Your Partitions.

Included Deleted Fields Values

This field applies to the fields lower in the Search Criteria pane. Select it to include deleted values for those fields, so if, say, you searched on the Surname "Green" and checked this box, any deleted records with the surname Green would be included in the results.

First Name

Select the checkbox to search on first names.

The % symbol appears in the text field below. Leaving the rest of the field blank includes all first names in the search. Type some or all of the letters in the first name to search on those letters. Include % to perform a wildcard search with the entered letters.

Surname

Select the checkbox to search on surnames.

The % symbol appears in the text field below. Leaving the rest of the field blank includes all surnames in the search. Type some or all of the letters in the surname to search on those letters. Include % to perform a wildcard search with the entered letters.

Organization

Select the checkbox to search for records linked to a specific organization.

The % symbol appears in the text field below. Leaving the rest of the field blank includes all organizations in the search. Type some or all of the letters in the organization name to filter the search on organization names containing those letters. Include % to perform a wildcard search with the entered letters.

Equal

Select this option to restrict the search to only those items that were created against this value, not including any of the parent or subsidiary values, so, if you specify your Organization as Accounting Department, the search results will not include departments within Accounting such as Payroll, or people linked to the larger organization.

Equal + Below

Select this option to restrict the search to only those items that were created against this value and subsidiary values, so, if you specify your Organization as Accounting Department, the search results will include departments within Accounting such as Payroll.

Equal + Above

Select this option to restrict the search to those items that were created against this value and any of the parent values, so, if you specify your Organization as Accounting Department, the search results will include Accounting and people linked to the larger organization.

Location

Select the checkbox to search for records linked to a specific location.

The % symbol appears in the text field below. Leaving the rest of the field blank includes all locations in the search. Type some or all of the letters in the location to filter the search on those letters. Include % to perform a wildcard search with the entered letters.

4. If you wish to add further search criteria, select at the top of the pane and configure the search criteria.

5. When you are finished specifying the criteria, select Search at the bottom of the pane. The results are displayed in a browse table.

6. From here you can use the buttons on the toolbar to carry out a range of actions, including copying the security role settings from one record to another. As well as the standard buttons, the following are available:

Copy Icon

Copy details from a selected record

Paste Icon

Paste details into a selected record

Clone Person Record Icon

Create a new person record from a copied record

Copying Analyst Security Roles and Configuration Settings

If you wish to copy the security role details or configuration settings from one person record to another, you can do so using the Person Search browse table.

Both records must have the same login type, for example, analyst, user, etc.

  1. Search for the person, using search criteria that will ensure that both records appear in the browse table of results.

  2. Select the person record to which you wish to copy the details. You will notice that the record from which you are copying the details is highlighted.

  3. The Copy window appears. Complete the details.

Analyst Security
Select this option if you wish to copy the security role settings to the analyst

Analyst Configs

Select this option if you wish to copy configuration settings, including groups, partitions, SLM recipients and security profiles

6. Select OK to copy the selections to the target person record, providing Change Reasons if prompted to do so. Alternatively, select Cancel to close the record without making any changes.

7. Open the person details record and review the copied details to ensure that you do not need to make any changes.

Updating Person Details

Depending on your permissions, you can amend a person’s details to update, say, location, title, skills or even security role information.

  1. Search for the person.

  2. Select the person on the results browse table, and then select the Action icon.

  3. When the person’s details are displayed on screen, select the edit icon.

  4. Make the necessary changes, noting the following:

    • If a person is a User and you deselect this option, any User Approval Tasks in the queue for that User on the Self Service Portal are removed. The User Approval task is set to inactive, and remains inactive even if the User status is reactivated. It will only get reactivated if the workflow has recursion or the task is manually re opened. You should always review any User Approval Tasks allocated to the User before clearing the User checkbox.

    • If a person is a User and Analyst, and you clear the Analyst flag, this change will only take effect after the person logs out of the system, that is, if they are currently logged in, they will still be able to use the system. You can force the person to log out immediately through the Login Control window.

  5. Select OK to save the Person Details, providing Change Reasons if prompted to do so. Alternatively, select Save New to save the current record and open a new person details record, or Cancel to close the record without saving any changes.

Creating a New Record by Copying Person Details

Depending on your permissions, you can copy an existing person record to create a new one.

  1. Search for the person.

  2. When the person’s details are displayed on screen, select the Edit icon.

  3. Make the necessary changes to reflect the new person's details.

  4. Select OK to save the Person Details, providing Change Reasons if prompted to do so. Alternatively, select Save New to save the record and open a new person details record, or

  5. Cancel to close the record without saving any changes.

Deleting a Person Record

When a person record is deleted, their name and details remain in the database to maintain the integrity of historical data. However their Login ID and Password are removed from the system and not retained.

New analysts may acquire deleted analysts’ login IDs and passwords. If an analyst you are about to delete has outstanding calls, tasks or requests, a warning message appears. You can continue to delete the analyst from ASM Core or cancel out of the process.

Calls, tasks or requests belonging to the analyst should be re-assigned before deletion.

  1. Search for the person.

  2. When a list of people appears in the Search Results browse table, locate and select the person record you want to delete.

  3. Then select the delete icon from the toolbar.

  4. When the Warning dialog box appears, select Yes to confirm the deletion.

  5. Provide the change reasons, if prompted.

  6. The display should refresh and the record no longer display. If it does not seem to disappear, select the Refresh icon to update the screen display.

Undeleting a Deleted Person Record

  1. Search for the person remembering to select the Deleted checkbox.

  2. When a list of people appears in the Search Results browse table, locate and select the person record you want to undelete.

  3. When the person’s details are displayed on screen, select the Undelete link.

  4. When the Warning dialog box appears, select Yes to confirm the undeletion.

  5. Select OK to save the Person Details, providing Change Reasons if prompted to do so. Alternatively, select Save New to save the record and open a new person details record, or

  6. Cancel to close the record without saving any changes.

  7. The display should refresh and the record no longer display. If it does not seem to disappear, select the Refresh icon to update the screen display.

Select the options on the to add more information about the person. The explorer enables you to perform a wide range of tasks such as linking stakeholders and contracts to a person, or defining an Analyst’s support skills, delegates, and jurisdictions.

Select the person whose details you want to copy from the results browse table, and then select the icon in the toolbar (see above).

Select the icon (see above).

Select the person on the results browse table, and then select the icon .

Login ID

The name that the person will use to log on to ASM Core or the Self Service Portal. This is already completed with the initials, possibly followed by a number if there are several people with the same initials. Change it if you wish, using letters, numbers or a combination.

Password

Type the password that corresponds to the Login ID. This is not case sensitive. The characters will appear as dots as you type for security reasons. Passwords must be a minimum of six characters in length.

Confirm Password

Retype the password. Again, the characters will appear as dots.

In the Integrated Security section, complete the details as follows:

NT Account Name

This value is typically populated by configured mappings to Active Directory and eDirectory.

NT Domain Name

This value is typically populated by configured mappings to Active Directory and eDirectory.

FQDN

This is the fully qualified domain name and is typically populated by configured mappings to Active Directory and eDirectory.

Complete the fields below if the person has access to a second domain and you are using single sign-on

Secondary NT Account Name

Specify the account name as mapped for AD

Secondary NT Domain Name

Specify the second domain name

Secondary FQDN

Specify the second fully qualified domain name

Managing Analyst Logins
Security Roles
Resource Manager
Adding a Person
Using the Person Details Explorer
Updating Person Details
Viewing a Person's Details
Copying a Person's Details
Deleting a Person
Person Details Explorer
Copy
Paste
Clone Person Record