Quick Launch

Quick launch URLs are shortcuts used to launch a website directly from within calls, requests or tasks within ASM Core.

Newer releases of ASM are fully HTML5, web based (version 9.8 and onwards). This can create problems launching links from within the browser, such as RDP. Please see the section, Browser-Based Quick Launch, for information on how to configure quick Launch for your browser-based version of ASM, specifically for RDP.

Access to any quick launch URLs is restricted by your organization’s IT group policy. As all configured quick launch URLs run outside ASM Core, they will only launch successfully if the Analyst who runs the URL has the appropriate IT permissions to do so.

Viewing Quick Launch URLs

Before you start

Quick Launch must be enabled on the System Settings window for the Quick Launch option to be enabled.

You must have System Set Up selected in the Admin tab of your General Access security role.

Select the Menu button, then Admin, then select System Administration. The System Administration window appears.
In the Explorer pane, expand System, then select Quick Launch to display the Quick Launch window, which contains a browse table with the following columns:

Name	The quick launch name that Analysts see on the Explorer of a call, request or task
Application	The URL that is launched
Call	Select to access the URL from calls
Request	Select to access the URLd from requests
Task	Select to access the URL from tasks

Name

The quick launch name that Analysts see on the Explorer of a call, request or task

Application

The URL that is launched

Call

Select to access the URL from calls

Request

Select to access the URLd from requests

Task

Select to access the URL from tasks

Creating a Quick Launch URL

Select the Menu button, then Admin, then select System Administration. The System Administration window appears.
In the Explorer pane, expand System, then select Quick Launch to display the Quick Launch window.
Select the New icon. The Quick Launch Details window appears.
Complete the details:

Display Name

The name for the quick launch URL that is seen by Analysts on a call, request or task.

Display Type

How you want the quick launch URL to display:

URL to Open

Specify the URL the analyst will launch in their default browser.

Entity

Use the drop down list to select the entity for which you want to set up the quick launch URL:

Call

to configure Quick Lauch for calls

If you want to use the quick launch URL for calls, requests and tasks, you need to fill out the Parameters, Update History and Active fields for each entity, even if the parameters are the same for all three.

Parameters

You can enter:

Parameters that are not related to ASM Core calls, requests or tasks. Key these directly into the field
If you want to pass through the Intranet link, enter http://intranet
. All ASM Core call, request or task related parameters are denoted within square brackets, with the actual parameter name being the field name found on the call, request or task template.
.

You can use these parameters in conjunction with running an external procedure task to automatically populate fields on a call, request or task window. For more information, see Run External Procedure Tasks

Update History

Updates the call, request or task history with any output it receives from the quick launch URL. This output can be a general message or an error message.

The history of a call, request or task is only updated if ASM Core receives a response from the URL

Active

Make this quick launch URL visible on the selected entity for Analysts to access. This is an efficient way of disabling a quick launch URL for an entity while controlling access to the URL through Analysts’ security roles.

If you select Active for the entity type selected in the Entity drop-down list, the corresponding checkbox on the Quick Launch window is selected.

Repeat to make the URL available to run from another entity (call, request or task).
Select Save to save the changes. Provide the Change Reasons if prompted to do so.
Select Test to test the URL.

Browser-Based Quick Launch RDP

There are 2 methods:

The windows desktop web client. This only works if the administrator has already allocated the resource for remote control
Install RDP Hyperlink .js

IP addresses may need to be whitelisted of you are using a VPN.

Configure a field on a CI called “IP Address” , and pass that through as a parameter to the rdp:// command.

Specifying Parameters

Specifying Call, Request or Task Parameters

You can set up parameters that are passed to an URL when launched from a call, request or task. They can include:

parameters not specific to ASM Core, such as a URL that is passed to a browser to load
parameters specific to ASM Core calls, requests or tasks

The format for the parameter is the following: [<ASM Core field name>], where <ASM Core field name> is the variable name of the field as found on the Call, Request or Task Details window.

For call, request and task fields that have both a name and a reference, both can be passed to a quick launch URL. To pass the name value on a call, request or task field, simply enter the field name between square brackets into the Parameters field – for example, specifying [PRIORITY] will return “Severity 1”, “Severity 2”, and so on.

If you want to specify the ref value on a call, request or task field, enter a ‘~’ character in front of the call, request or task field name between square brackets into the Parameters field – for example, specifying [~PRIORITY] will return “1”, “2”, and so on.

You must specify the parameters you want to pass to the quick launch URL for each entity (call, request or task) because different parameters are passed to calls, requests and tasks.

Specifying Lookup Parameters

You can set up parameters that are passed to an URL when launched from a call, request or task. They can include lookup parameters, which pass through a value associated with a CMDB entity specified on a call, request or task. For example, the computer name of the User specified on a call can be passed to a remote desktop URL.

Lookup parameters have the following format:

[$Lookup <CMDB entity field name>|<ASM Core lookup query>|<entity field name>], where:

<CMDB entity field name> is the field on the CMDB entity’s Details window that you want to pass to the quick launch URL
<ASM Core lookup query> is the defined lookup query (for example, LOOKUP_ASSET)
<entity field name> is the field that will be used to find the appropriate CMDB entity record.

To pass through the email ID of the User specified on the call, enter the following lookup parameter in the Parameters field:

[$Lookup EMAIL_ID|LOOKUP_CUSTOMER|USER_REF].

This lookup parameter indicates to return the email ID of the User specified on the call.

For more information on the parameters you can specify for a quick launch URL, see the section below on Standard Parameters.

Testing a Quick Launch URL

You can use an existing call, request or task to test whether your specified parameters are being passed successfully to the quick launch URL, without affecting the call, request or task itself (for example, the history of the specified call, request or task is not updated).

Select the Menu button , then Admin, then select System Administration. The System Administration window appears.
In the Explorer pane, expand System, then select Quick Launch to display the Quick Launch window.
Select the Quick Launch URL you want to test from the browse table.
Complete the details:

Entity

The call, request or task for which you want to test the quick launch URL in the field. The Parameters field automatically displays the parameters specified for that entity.

Override parameters

To add your own parameters rather than the ones specified for this quick launch URL, select and add your own values in the Parameters field. To revert back to the original parameters specified for the entity, clear Override parameters.

Ref No

If you have specified any call, request or task parameters that are passed to the quick launch URL, type an existing call, request or task number. The details of this call, request or task are passed to the quick launch URL to test that the required parameters are correct.

Select Test to run the quick launch URL with the specified parameters. Any output received from the quick launch URL appears in the Response field.

If a call, request or task number is not specified but is required in a parameter, an error message appears, prompting you to enter a call, request or task number.
If you are using the CMDB item linked to a request or task, ASM Core uses the topmost CMDB item for the request or task in the database. This is because you cannot specify which CMDB item to use in the Test Quick Launch window. However, when an Analyst is using a quick launch URL, ASM Core uses the currently selected CMDB item on the request or task.

Repeat to test the same quick launch URL for another entity.
When you are finished testing, select Close to return to the Quick Launch window.

Error Messages

You may receive an error similar to the following if the parameters you are trying to pass fail to insert into the parameters property:

WARNING - Executed with errors:

Unbound 'ITEM_REF$AR_PRIMARY_ASSET.CUSTOM_STRING_7' found.

Output:

Error Message:

Unbound 'ITEM_REF$AR_PRIMARY_ASSET.CUSTOM_STRING_7' found.

Standard Parameters

There are standard parameters for calls, requests and tasks, including CMDB Item Lookup parameters. The following tables list the standard parameters used by ASM Core.

Standard Call Parameters

All standard call parameters are identified between square brackets. The following table outlines the standard ASM Core call parameters which you can pass to a quick launch URL used on calls.

Call Field Name Output (Ref Number or Text) Parameter

Call Field Name	Output (Ref Number or Text)	Parameter
Call Number	Ref	`[CALL_NUMBER]`
User	Ref	`[USER_REF]`
	Text	`[USER_FULL_NAME]`
Tel	Text	`[TELEPHONE]`
Organization	Ref	`[CLIENT_COMPANY_REF]`
	Text	`[BTN_ORGANIZATIONQD]` or `[CLIENT_COMPANY_REF$AR_CLIENT_COMPANY.CLIENT_CO_NAME]`
Location	Ref	`[LOCATION_REF]`
	Text	`[BTN_LOCATIONQD]` or `[LOCATION_REF$AR_LOCATIONS.LOCATION_NAME]`
Service	Ref	`[SERVICE_REF]`
	Text	`[BTN_SERVICEQD]` or `[SERVICE_REF$AR_PRIMARY_ASSET.DISPLAY]`
Service Type	Text	`[SERVICE_REF$AR_PRIMARY_ASSET.ENTITY_TYPE#SU_ENTITY_TYPE]`
(Service) Description	Text	`[SERVICE_REF$AR_PRIMARY_ASSET.DESCRIPTION]`
Bus. Service	Text	`[BUSINESS_SERVICE_REF$AR_PRIMARY_ASSET.DISPLAY]`
Config Item	Ref	`[ITEM_REF]`
	Text	`[BTN_ASSETQD]` or `[ITEM_REF$AR_PRIMARY_ASSET.DISPLAY]`
CI Type	Text	`[ASSET_TYPE]`
(CI) Description	Text	`[ITEM_REF$AR_PRIMARY_ASSET.DESCRIPTION]`
Serial No	Text	`[ITEM_REF$AR_PRIMARY_ASSET.MANU_SERIAL_NO]`
Type	Text	`[PROBLEMTYPE]`
Urgency	Text	`[URGENCY_REF]`
Ref	Text	`[CALL_REF]`
Impact	Text	`[IMPACT_REF]`
Priority	Text	`[CALL_PRIORITY]`
Call Description	Text	`[PROBLEM_DESC_HTML_EDITOR]`

Call Number

Ref

[CALL_NUMBER]

User

Ref

[USER_REF]

Text

[USER_FULL_NAME]

Tel

Text

[TELEPHONE]

Organization

Ref

[CLIENT_COMPANY_REF]

Text

[BTN_ORGANIZATIONQD] or

[CLIENT_COMPANY_REF$AR_CLIENT_COMPANY.CLIENT_CO_NAME]

Location

Ref

[LOCATION_REF]

Text

[BTN_LOCATIONQD] or

[LOCATION_REF$AR_LOCATIONS.LOCATION_NAME]

Service

Ref

[SERVICE_REF]

Text

[BTN_SERVICEQD] or

[SERVICE_REF$AR_PRIMARY_ASSET.DISPLAY]

Service Type

Text

[SERVICE_REF$AR_PRIMARY_ASSET.ENTITY_TYPE#SU_ENTITY_TYPE]

(Service) Description

Text

[SERVICE_REF$AR_PRIMARY_ASSET.DESCRIPTION]

Bus. Service

Text

[BUSINESS_SERVICE_REF$AR_PRIMARY_ASSET.DISPLAY]

Config Item

Ref

[ITEM_REF]

Text

[BTN_ASSETQD] or [ITEM_REF$AR_PRIMARY_ASSET.DISPLAY]

CI Type

Text

[ASSET_TYPE]

(CI) Description

Text

[ITEM_REF$AR_PRIMARY_ASSET.DESCRIPTION]

Serial No

Text

[ITEM_REF$AR_PRIMARY_ASSET.MANU_SERIAL_NO]

Type

Text

[PROBLEMTYPE]

Urgency

Text

[URGENCY_REF]

Ref

Text

[CALL_REF]

Impact

Text

[IMPACT_REF]

Priority

Text

[CALL_PRIORITY]

Call Description

Text

[PROBLEM_DESC_HTML_EDITOR]

Call CMDB Item Lookup Parameters

Lookup parameters can be used to retrieve information about the Configuration Item, Service or User linked to a call, from which a quick launch URL is accessed. All lookup parameters follow the format [Lookup$ <CMDB entity field>|<Lookup query>|<Call field>].

The following table outlines the standard ASM Core CMDB entity lookup parameters which you can pass to a quick launch URL used on calls.

CMDB item field returned

Output (Ref Number or Text)

Parameter

Config Item

Title

Text

[$Lookup TITLE|LOOKUP_ASSET|ITEM_REF]

User

Text

[$Lookup USER_FULL_NAME|LOOKUP_ASSET|ITEM_REF]

Org

Text

[$Lookup CLIENT_CO_NAME|LOOKUP_ASSET|ITEM_REF]

Location

Text

[$Lookup LOCATION_NAME|LOOKUP_ASSET|ITEM_REF]

Config Class

Ref

[$Lookup CLASS_REF|LOOKUP_ASSET|ITEM_REF]

Text

[$Lookup CLASS|LOOKUP_ASSET|ITEM_REF]

Service

Title

Text

[$Lookup TITLE|LOOKUP_ASSET|SERVICE_REF]

User

Text

[$Lookup USER_FULL_NAME|LOOKUP_ASSET|SERVICE_REF]

Org

Text

[$Lookup CLIENT_CO_NAME|LOOKUP_ASSET|SERVICE_REF]

Location

Text

[$Lookup LOCATION_NAME|LOOKUP_ASSET|SERVICE_REF]

Service Class

Ref

[$Lookup CLASS_REF|LOOKUP_ASSET|SERVICE_REF]

Text

[$Lookup CLASS|LOOKUP_ASSET|SERVICE_REF]

User

First Name

Text

[$Lookup FIRST_NAME|LOOKUP_CUSTOMER|USER_REF]

Surname

Text

[$Lookup SURNAME|LOOKUP_CUSTOMER|USER_REF]

Email ID

Text

[$Lookup EMAIL_ID|LOOKUP_CUSTOMER|USER_REF]

Tel

Text

[$Lookup TELEPHONE|LOOKUP_CUSTOMER|USER_REF]

Text

[$Lookup USER_ID|LOOKUP_CUSTOMER|USER_REF]

Standard Request Parameters

When configuring a quick launch URL to be used on requests, you can pass through values on the request to the URL. The following table outlines the ASM Core request parameters that you can pass to a quick launch URL. This includes standard fields which you will find on the Request Details window, as well as fields belonging to any CMDB item linked to the Request.

All standard request parameters are identified between square brackets.

Request Field Name Output (Ref Number or Text) Parameter

Request Field Name	Output (Ref Number or Text)	Parameter
Request Number	Ref	`[REQUEST_NO]`
Title	Text	`[REQUEST_TITLE]`
User	Ref	`[REQUESTOR_REF]`
	Text	`[REQUESTOR_REF$AR_PERSON.DISPLAY]`
Tel	Text	`[TELEPHONE]`
Organization	Ref	`[CLIENT_CO_REF]`
	Text	`[CLIENT_CO_REF$AR_CLIENT_COMPANY.CLIENT_CO_NAME]`
Location	Ref	`[LOCATION_REF]`
	Text	`[LOCATION_REF$AR_LOCATIONS.LOCATION_NAME]`
Type	Text	`[REQUESTTYPE]`
Ref	Text	`[REQUEST_REF]`
Priority	Text	`[REQUEST_PRIORITY_REF]`
Request Description	Text	`[REQUEST_DESC_HTML_EDITOR]`

Request Number

Ref

[REQUEST_NO]

Title

Text

[REQUEST_TITLE]

User

Ref

[REQUESTOR_REF]

Text

[REQUESTOR_REF$AR_PERSON.DISPLAY]

Tel

Text

[TELEPHONE]

Organization

Ref

[CLIENT_CO_REF]

Text

[CLIENT_CO_REF$AR_CLIENT_COMPANY.CLIENT_CO_NAME]

Location

Ref

[LOCATION_REF]

Text

[LOCATION_REF$AR_LOCATIONS.LOCATION_NAME]

Type

Text

[REQUESTTYPE]

Ref

Text

[REQUEST_REF]

Priority

Text

[REQUEST_PRIORITY_REF]

Request Description

Text

[REQUEST_DESC_HTML_EDITOR]

Request CMDB Item Lookup Parameters

Lookup parameters are used to retrieve information about the CMDB entity (such as the Service, Configuration, or User) linked to the Request.

All lookup parameters follow the format [Lookup$ <CMDB entity field>|<Lookup query>|<Request field>].

When an Analyst runs a quick launch URL from a Request, and it has been configured so that it uses fields from a CMDB entity, ASM Core will use the details of the CMDB entity currently selected on the Request.

The following table outlines the standard CMDB entity lookup parameters which you can pass to a quick launch URL used on requests.

CMDB item field returned

Output (Ref Number or Text)

Parameter

CMDB Item (Service / Service Action, Service Bundle, Config Item)

<CMDB item> Ref

Ref

[$Lookup ITEM_REF|LOOKUP_ASSET|REQUESTASSETS]

Text

[$Lookup ASSET_REF|LOOKUP_ASSET|REQUESTASSETS]

<CMDB item> Type

Text

[$Lookup ASSET_TYPE|LOOKUP_ASSET|REQUESTASSETS]

<CMDB item> Description

Text

[$Lookup DESCRIPTION|LOOKUP_ASSET|REQUESTASSETS]

Title

Text

[$Lookup TITLE|LOOKUP_ASSET|REQUESTASSETS]

User

Text

[$Lookup USER_FULL_NAME|LOOKUP_ASSET|REQUESTASSETS]

Org

Text

[$Lookup CLIENT_CO_NAME|LOOKUP_ASSET|REQUESTASSETS]

Location

Text

[$Lookup LOCATION_NAME|LOOKUP_ASSET|REQUESTASSETS]

<CMDB item> Class

Ref

[$Lookup CLASS_REF|LOOKUP_ASSET|REQUESTASSETS]

Text

[$Lookup CLASS|LOOKUP_ASSET|REQUESTASSETS]

Serial No [for CIs only]

Text

[$Lookup MANU_SERIAL_NO|LOOKUP_ASSET|REQUESTASSETS]

User

First Name

Text

[$Lookup FIRST_NAME|LOOKUP_CUSTOMER|REQUESTOR_REF]

Surname

Text

[$Lookup SURNAME|LOOKUP_CUSTOMER|REQUESTOR_REF]

Email ID

Text

[$Lookup EMAIL_ID|LOOKUP_CUSTOMER|REQUESTOR_REF]

Tel

Text

[$Lookup TELEPHONE|LOOKUP_CUSTOMER|REQUESTOR_REF]

Text

[$Lookup USER_ID|LOOKUP_CUSTOMER|REQUESTOR_REF]

Standard Task Parameters

When configuring a quick launch URL to be used on tasks, you can pass through values on the task to the URL. The following tables outline the ASM Core task parameters that you can pass to a quick launch URL. This includes standard fields which you will find on the Task Details window, as well as fields belonging to any CMDB item linked to the Task.

All standard task parameters are identified between square brackets.

Task Field Name Output (Ref Number or Text) Parameter

Task Field Name	Output (Ref Number or Text)	Parameter
Task Number	Ref	`[TASK_NO]`
Title	Text	`[TASK_TITLE]`
Type	Text	`[TYPE_REF]`
Request Title	Text	`[REQUEST:REQUEST_TITLE]`
Request Ref	Text	`[REQUEST:REQUEST_REF]`
Priority	Text	`[PRIORITY_REF]`
Request Description	Text	`[REQUEST_DESC_HTML_EDITOR]`

Task Number

Ref

[TASK_NO]

Title

Text

[TASK_TITLE]

Type

Text

[TYPE_REF]

Request Title

Text

[REQUEST:REQUEST_TITLE]

Request Ref

Text

[REQUEST:REQUEST_REF]

Priority

Text

[PRIORITY_REF]

Request Description

Text

[REQUEST_DESC_HTML_EDITOR]

Task CMDB Item Lookup Parameters

Lookup parameters are used to retrieve information about the CMDB item (Service, Service Action, Service Bundle, or Config Item) linked to the task.

All lookup parameters follow the format [Lookup$ <CMDB item field>|<Lookup query>|<Task field>].

When an Analyst runs a quick launch URL from a task, and it has been configured so that it uses fields from a CMDB item, ASM Core will use the details of the CMDB item currently selected on the task.

The following table outlines the standard CMDB item lookup parameters which you can pass to a quick launch URL used on tasks.

CMDB item field returned Output (Ref Number or Text) Parameter

CMDB item field returned	Output (Ref Number or Text)	Parameter
CMDB Item (Configuration Item / Service / Service Action / Service Bundle)
<CMDB item> Ref	Ref	`[$Lookup ITEM_REF\|LOOKUP_ASSET\|REQUESTASSETS]`
	Text	`[$Lookup ASSET_REF\|LOOKUP_ASSET\|REQUESTASSETS]`
<CMDB item> Type	Text	`[$Lookup ASSET_TYPE\|LOOKUP_ASSET\|REQUESTASSETS]`
<CMDB item> Description	Text	`[$Lookup DESCRIPTION\|LOOKUP_ASSET\|REQUESTASSETS]`
Title	Text	`[$Lookup TITLE\|LOOKUP_ASSET\|REQUESTASSETS]`
User	Text	`[$Lookup USER_FULL_NAME\|LOOKUP_ASSET\|REQUESTASSETS]`
Org	Text	`[$Lookup CLIENT_CO_NAME\|LOOKUP_ASSET\|REQUESTASSETS]`
Location	Text	`[$Lookup LOCATION_NAME\|LOOKUP_ASSET\|REQUESTASSETS]`
<CMDB item> Class	Ref	`[$Lookup CLASS_REF\|LOOKUP_ASSET\|REQUESTASSETS]`
	Text	`[$Lookup CLASS\|LOOKUP_ASSET\|REQUESTASSETS]`
Serial No [for CIs only]	Text	`[$Lookup MANU_SERIAL_NO\|LOOKUP_ASSET\|REQUESTASSETS]`

CMDB Item (Configuration Item / Service / Service Action / Service Bundle)

<CMDB item> Ref

Ref

[$Lookup ITEM_REF|LOOKUP_ASSET|REQUESTASSETS]

Text

[$Lookup ASSET_REF|LOOKUP_ASSET|REQUESTASSETS]

<CMDB item> Type

Text

[$Lookup ASSET_TYPE|LOOKUP_ASSET|REQUESTASSETS]

<CMDB item> Description

Text

[$Lookup DESCRIPTION|LOOKUP_ASSET|REQUESTASSETS]

Title

Text

[$Lookup TITLE|LOOKUP_ASSET|REQUESTASSETS]

User

Text

[$Lookup USER_FULL_NAME|LOOKUP_ASSET|REQUESTASSETS]

Org

Text

[$Lookup CLIENT_CO_NAME|LOOKUP_ASSET|REQUESTASSETS]

Location

Text

[$Lookup LOCATION_NAME|LOOKUP_ASSET|REQUESTASSETS]

<CMDB item> Class

Ref

[$Lookup CLASS_REF|LOOKUP_ASSET|REQUESTASSETS]

Text

[$Lookup CLASS|LOOKUP_ASSET|REQUESTASSETS]

Serial No [for CIs only]

Text

[$Lookup MANU_SERIAL_NO|LOOKUP_ASSET|REQUESTASSETS]