Configuring Nano

Configuration options are available to System Administrators to modify the behavior and functions in Nano.

Before you start

It is recommended to read Introduction to Nano and the Nano Feature List before continuing.

The following configuration options are available:

• IPK Management Security Role settings change the way calls in Nano behave for analysts with that role.

• Workflow Management Security Role settings change the way tasks and requests in Nano behave for analysts with that role.

• IPK Status Title settings control what happens to a call when a status is applied to a call in Nano, as well as what status columns are visible in Kanban layout.

• Workflow Status Title settings control what happens to a request or task a when status is applied to a request or task in Nano, as well as what status columns are visible in Kanban layout.

• Request Phases provide a graphical representation in tasks and requests in Nano, of the lifecycle of a workflow and its current phase.

• Search Field settings change the search field behavior in Nano and ASM Core.

• Nano System Settings change the user experience for analysts in Nano.

• use ASM Designer to modify Nano screens.

Nano does not support outgoing email or systems configured for plain text. If Plain Text is enabled, emails should not be sent from Nano.

Recommended minimum configuration settings

Before analysts start using Nano, you must configure three settings on statuses used in calls, requests, and tasks. This section describes why they're needed, how they work, and how to configure them.

Overview

1. Define functions for statuses. Calls, requests, and tasks in Nano can be closed by assigning them a Status configured with the Close function. The same is true for pausing the clock on the SLA, and resuming service. These functions must be configured on the task, request, and call statuses.

2. Assign images to statuses. Assigning images to the statuses helps analysts to remember which statuses perform which functions.

3. Define Parent statuses. Outstanding screens in Nano offer a Kanban layout which displays work items as cards organized into columns that represent the item's Status. Systems that have more than a handful of statuses may prefer to define 'parent' statuses to keep the columns in Kanban layout to a reasonable number. Only statuses with the Parent setting appear as columns in Kanban layout.

Consider whether your users are using SSO. Nano supports SSO for more than one system. However, when several instances of ASM are running on one system, but SSO has been applied to only one of them, Nano only logs in to the default system. In order for SSO to work correctly, the SSO needs to be enabled or disabled on all systems.

How to configure the statuses for the Minimum Recommendation

Before you start

To configure call statuses, IPK Setup must be selected in the Admin tab of your General Access Security Role.

To configure request and task statuses, Workflow Management Setup must be selected in the Admin tab of your General Access Security Role

You must perform the following on Call Statuses, Request Statuses, and Task Statuses:

1. Select Admin > System Administration.

2. Find and select the appropriate status window:

   • For Call Status Titles expand the IPK Management section;

   • For Request Completion Statuses expand the Workflow Management section;

   • For Task Status Titles expand the Workflow Management section.

3. Define functions for statuses. Enable the Close checkbox for the status you want used to close the calls, requests, or tasks. This is required in order for analysts to be able to close work items from the Details screen.

4. Assign images to statuses. Use the drop down in the Image column to assign images to the statuses. The images help your analysts know what functions each status performs on the call, request or task; for example the closure status.

5. Define Parent statuses. Select the Parent checkbox for each status you want to displayed as a column in the Kanban layout.

Detailed information and instructions for each of these settings is available below.

The other configuration settings described below are optional and can be used to enhance your analyst's experience with Nano.

All Nano configuration settings

This section describes all configuration settings available for Nano.

Before you start

You must have:

• Security Roles Setup selected in the Admin tab of your own General Access security role before you can assign or remove permissions for any security roles.

• IPK Setup selected in the Admin tab of your General Access Security Role in order to configure IPK administration settings.

• Workflow Management Setup selected in the Admin tab of your General Access Security Role in order to configure Workflow administration settings.

• Nano selected in the Admin tab of your General Access Security Role in order to configure Nano administration settings.

Security Role settings

Analysts can access Nano with no changes required to their Security Roles. Nano options in Security Roles can be configured to change the way Nano behaves for analysts with those roles. The following settings are within the Security Role section of System Administration:

• IPK Management Role: Options Tab

• Workflow Management Security Role: Requests Tab

• Workflow Management Security Role: Tasks Tab

Update Without Action	Select to allow analysts with this role to update a work item without first taking action. Hides the Take Action button on calls, requests, and tasks in Nano.
Take Over on Forward	When analysts with this setting change the Assigned To value in a work item to another analyst, that analyst automatically becomes the current owner of the work item. Take Over on Forward cannot be used when assigning work items to groups. The current analyst remains the current analyst.

Status settings

Statuses in Nano can have images, and perform functions on the work item in Nano, such as stopping the SLA clock, closing a call, or approving a task. These settings only affect work items in Nano. The following settings are in System Administration in:

• The Call Status Titles window within the IPK Management section

• The Request Completion Statuses window withing the Workflow Management section

• The Task Status Titles window withing the Workflow Management section

Default	Select this check box to assign this status by default to new calls created in Nano.
Close	When a status with this setting is saved on a call or request in Nano, that work item is closed. Closed work items can be reopened using the Re-Open button; changing the status will not automatically re-open them Available for Call Status Titles and Request Completion Statuses only.
Clock Stop	When a status with this setting is saved on a work item, the SLA clock will stop (pause) on the linked agreement. Start the SLA clock again by selecting a status that does not have this setting.
Resume Service	When a status with this setting is saved on a work item, the service is resumed and the SLA agreement is closed. Selecting a different status will not restart the clock. Available for Call Status Titles and Request Completion Statuses only.
Image	Select an image from the list to indicate to users in Nano what function or action will be performed on the work item when it is saved with that status. Any image can be assigned to any status. Select None to display no image. When selecting an image in System Admin, only the image name is shown; the table below shows the corresponding image that appears in Nano. A status configured to close a call should be assigned the Close image. Approve Authorize Close None no image Reject Service Resume Stop Clock Unauthorize Update User
Parent Status	Select to designate a status as the parent of the statuses beneath it. Multiple parent statuses can be defined, turning each status between them into 'child' statuses of the parent above. Only statuses defined as Parents appear as columns in the Kanban layout in Nano, and each work item appears within its parent status column.
Request Status	Task Statuses can be linked to a Request Status. When a task is saved in Nano with that task status, the parent request's status is updated to the one defined. Available for Task Status Titles only.
Request Phase	Request Completion Statuses can be linked to a Request Phase. Request phases represent the various stages of the request lifecycle. Request phases are displayed graphically in the request details and task details windows in Nano, with the current phase highlighted. Available for Request Completion Statuses only.

Request phases

Request phases represent the various stages of the request lifecycle. Link Request Phases to Request Completion Statuses to displayed a segmented graphical representation on the request details and task details screens in Nano. As the request completion status changes, so does the phase segment highlighted in Nano. Request phases are displayed in the order in which they are listed in the Request Phases window within the Workflow Management section in System Administration.

For details on configuring Request Phases, see Request Phases.

Search field settings

In Nano, when typing a search term into a search field, a filtered set of results displays directly beneath the search field. Configure the results set behavior by selecting which data columns to show in the results, which fields to include in the search, and how many characters must be typed before the result set is presented.

For details on configuring Nano Search Fields, see Configuring search fields.

Nano settings

The Nano Settings window in System Admin enables system administrators to change the user experience in Nano.

Use the On Save setting to control what happens when analysts select Save on details screens: Keep window open or Close window.

Use the Nano Themes option to change the Nano page header from a dark theme (Default) to a light them (Custom).

The Custom Theme has been developed to be customizable by anyone with skill in CSS. To customize, navigate to the system's Content folder, then edit custom-header.css; e.g.: C:\Program Files\Alemba\ASM\<System>\Content\custom-header.css

Designing Nano screens

Before you start

To modify screens using ASM Designer, you must have Designer selected in the Admin tab of your General Access Security Role.

Using ASM Designer, you can modify the entity screens that appear in Nano. The entity screens used in Nano are: Call, Request, Task, Knowledge, CMDB Item, Person, Organization, and Location.

To find and modify Nano screens:

1. Display the ASM Designer window if it is not already visible on screen.

   Select Admin > Designer.

   This window consists of three tabs that display different views:

   Find a Screen	Can be used to search for and work with specific screens, forms or message templates, as well as create new in-house screens
   View screens	Displays details of currently selected screens and is used to modify screens
   Skins	Enables you to create and modify skins for your Self Service Portal(s)

2. Select the Find a Screen tab, then select an entity type (such as Call) from the Screens list in the left pane to populate the browse table.

3. Using the Screen Design filter at the top, select Nano Screens from the list to display the screens available for Nano.

4. From the browse table, select the Nano screen you want to modify and select Open Screen.

5. Modify the screen as needed, and then select Save to save your changes.

Learn more about Configuring Screens.

To add new Nano Screens

You can create new Nano screens from screens you have already built for the ASM Core Application by cloning, or by following the standard screen creation process.

To clone a Service Desk screen to Nano:

Cloning Core Screens to Nano

This capability is available from GAIA (ASM Version 10.4) and later releases.

System Administrators have the ability to copy a Core Screen in the Screen Designer when creating new Nano Screens. This copies the Screen Field Layout and the Rules.

Limitations of Nano screens in ASM Designer

Nano review screens display two columns only: one column for the field label, and the other for the field value. Changing field size and position will not display more columns in the review screen.