Nano Feature List

This topic lists the features and functions available in Nano.

Analysts may see a subset of these functions, dependent on the Security Roles assigned them by the system administrator.

To perform functions not included in this list, analysts must use ASM Core.

Nano is not available for Users and External Contacts, who should continue to use the Self Service Portal. An analyst who also has User or External Contact selected in their person record can still log into Nano and will be presented with the same options as other analysts in Nano with the same Security Roles.

Single Sign On

Compatible with Integrated Security and SSO.

Home Page

Displays a scrolling bulletin board, and the number of calls, tasks, request the analyst has, and a workload total which combines all three.

Create Calls

Create calls in Nano from the New Call menu option, which presents the available IPK Statuses and Streams, if they're configured.

Calls Outstanding

Calls Outstanding displays calls that require the analyst's attention.

• Filter the list by your calls, calls forwarded to you, calls forwarded to your group, and calls you forwarded

• In the filter you can toggle between suspended and unsuspended calls

• Show or hide the filter section

• Toggle between Kanban layout and table layout

• Configure the columns displayed by adding or removing columns and changing their order

• Right-click on call(s) to perform actions such as Add Note, Review, Email, Close, etc.

Call Details

Features and functions available on the Call Details window:

• View and update standard fields and fields added to the Nano screen in ASM Designer

• Save or Cancel changes to the details using the Save and Cancel buttons

• Close the call by changing the Status

• Stop and start the SLA clock, or resume service, by changing the Status

• Assign the call to another analyst or group by changing the Assign To value

• Email from the call

• Attach files to emails from the call

• Generate a Call Report

• View the full call history

• Add comments to the call

• Use the 'Visible to user' check box to make your comments visible in the Self Service Portal

• Attach files and objects to the call, view their details, or delete them from the call

• SLA indicators are visible at the top of screen to help meet your SLA targets

• Close the 'First Call Back' on SLAs using the 'User Updated' check box.

• Place a Watch on the call

• Time Spent settings for entering time against calls

• Reminder settings to set a reminder for yourself

• Suspend settings to suspend the call

Call Search

Search for calls that may not be displayed in Calls Outstanding.

• Use the Standard Search to find open or closed calls by call number or text search

• Use the Advanced Search to access all call search fields.

• Toggle between Kanban layout and table layout.

• Configure the columns displayed by adding or removing columns and changing their order.

• Right-click on a call(s) to perform actions such as Add Note, Review, Email, etc.

Tasks Outstanding

Tasks Outstanding displays tasks that require the analyst's attention.

• Filter the list by your tasks, tasks forwarded to you, tasks forwarded to your group, and tasks you forwarded

• In the filter you can toggle between suspended and unsuspended tasks, and toggle active vs inactive tasks

• Show or hide the filter section

• Toggle between Kanban layout and table layout

• Configure the columns by adding or removing columns and changing their order

• Right-click on a task(s) to perform actions such as Add Note, Review, Email, etc.

Task Details

Features and functions available on the Task Details window:

• View and update standard fields and fields added to the Nano screen in ASM Designer

• Save or Cancel changes to the details using the Save and Cancel buttons

• Approve or Reject approval tasks using the Approve and Reject buttons

• Close the task by changing the Status

• Stop and start the SLA clock by changing the Status

• Assign the task to another analyst or group by changing the Assign To value

• Email from the task

• Attach files to emails from the task

• Generate a Task Report

• View the full task history

• Add comments to the task

• Use the 'Visible to user' check box to make your comments visible in the Self Service Portal

• Attach files and objects to the task, view their details, or delete them from the task.

• View details and interact with all attachments on the request by selecting the 'All Request Attachments' checkbox

• Request Phase is visible at the top of the screen indicating the current phase in the request life cycle

• SLA indicators are visible at the top of screen to help meet your SLA targets

• Time Spent settings for entering time against tasks

• Reminder settings to set a reminder for yourself

Task Search

Search for tasks that may not be displayed in Tasks Outstanding

• Use the Standard Search to find tasks and/or approvals that are active, complete and/or inactive, by task number or text search

• Use the Advanced Search to access all task search fields

• Toggle between Kanban layout and table layout

• Configure the columns displayed by adding or removing columns and changing their order

• Right-click on a task(s) to perform actions such as Add Note, Review, Email, etc.

Create Requests

Create requests in Nano from the New Request menu option, which presents the available Workflow Processes and Templates.

Requests Outstanding

Requests Outstanding displays requests that require the analyst's attention.

• Filter the list by your requests, requests forwarded to you, requests forwarded to your group, and requests you forwarded

• In the filter you can toggle between suspended and unsuspended requests, and authorized vs unauthorized requests

• Show or hide the filter section

• Toggle between Kanban layout and table layout

• Configure the columns by adding or removing columns and changing their order

• Right-click on a request(s) to perform actions such as Add Note, Review, Email, etc.

Request Details

Features and functions available on the Request Details window:

• View and update standard fields and fields added to the Nano screen in ASM Designer

• Save or Cancel changes to the details using the Save and Cancel buttons

• Authorize or reject authorization on requests using the Authorize and Reject buttons

• Close the request by changing the Status

• Stop and start the SLA clock, or resume service, by changing the Status

• Assign the request to another analyst or group by changing the Assign To value

• Email from the request

• Attach files to emails from the request

• Generate a Request Report

• View the full request history

• View the Task Dependency Diagram

• Add comments to the request

• Use the 'Visible to user' check box to make your comments visible in the Self Service Portal

• Attach files and objects to the request, view their details, or delete them from the request

• View details and interact with files and objects attached to all tasks in the request

• SLA indicators are visible at the top of screen to help meet your SLA targets

• Reminder settings to set a reminder for yourself

• Suspend settings to suspend the request

Requests Search

Search for requests that may not be displayed in Request Outstanding

• Use the Standard Search to find requests that are active, completed, and/or unauthorized, by request number or text search

• Use the Advanced Search to access all request search fields

• Toggle between Kanban layout and table layout

• Configure the columns displayed by adding or removing columns and changing their order

• Right-click on a request(s) to perform actions such as Add Note, Review, Email, etc.

Workload Outstanding

Workload Outstanding displays all your work items (calls, tasks, and requests) in one place.

• Filter the list to show any combination of calls, tasks and/or requests that are currently with you, have been forwarded to you or your group, and work items you forwarded.

• In the filter you can toggle between suspended and unsuspended work items. Only active work items are displayed, there is no toggle for inactive ones

• Show or hide the filter section

• Configure the columns by adding or removing columns and changing their order

• Right-click on a work item(s) to perform actions such as Add Note, Review, Email, etc.

Knowledge

Knowledge Search

• Use the Standard Search to find knowledge articles by article number or text search

• Use the Advanced Search to access all knowledge search fields

• Configure the columns displayed by adding or removing columns and changing their order

Knowledge Details and functions:

• View and update standard fields and fields added to the Nano screen in ASM Designer

• Save or Cancel changes to the details using the Save and Cancel buttons

CMDB Items

CMDB Item Search

• Use the Standard Search to find Resources by Title, Ref, CMDB Item Type, or Organization

• Use the Advanced Search to access all CMDB Item search fields

• Configure the columns displayed by adding or removing columns and changing their order

CMDB Item Details and functions:

• View and update a subset of standard fields and fields added to the Nano screen in ASM Designer

• Save or Cancel changes to the details using the Save and Cancel buttons

• Generate a CMDB Item Report

• View the CMDB Linking Diagram

Person

Person Search

• Use the Standard Search to find Surname, First Name, Organization, or Location

• Use the Advanced Search to access all Person search fields

• Configure the columns displayed by adding or removing columns and changing their order

Person Details and functions:

• View and update a subset of standard fields and fields added to the Nano screen in ASM Designer

• Save or Cancel changes to the details using the Save and Cancel buttons

Bulletin Board

The Bulletin Board option displays a list of all active bulletins.

Use the Bulletin View option to display a scrolling banner of active bulletins.