HP Service Manager

Software Version: 9.34

For the supported Windows® and UNIX® operating systems

Application Setup help topics for printing

Document Release Date: July 2014

Software Release Date: July 2014
Application Setup help topics for printing

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To find more information about access levels, go to:

http://h20230.www2.hp.com/new_access_levels.jsp
HP Software Solutions Now accesses the HPSW Solution and Integration Portal Web site. This site enables you to explore HP Product Solutions to meet your business
needs, includes a full list of Integrations between HP Products, as well as a listing of ITIL Processes. The URL for this Web site is
http://h20230.www2.hp.com/sc/solutions/index.jsp

About this PDF Version of Online Help

This document is a PDF version of the online help. This PDF file is provided so you can easily print multiple topics from the help information or read the online help in PDF
format. Because this content was originally created to be viewed as online help in a web browser, some topics may not be formatted properly. Some interactive topics may not
be present in this PDF version. Those topics can be successfully printed from within the online help.

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Contents
Chapter 1: Application Setup 12

Chapter 2: HP Service Manager Entity Relationship Diagrams 13

Chapter 3: HP Service Manager Processes and Best Practices Guide 14

Processes 14
User Interaction Management overview 15
Incident Management overview 15
Request Management overview 16
Problem Management overview 16
Change Management overview 16
Configuration Management overview 17

Chapter 4: Adding users 18

Checklist: Adding a new user 18
Creating operator records 18
Operator records 19
Add an operator record 21
Add an operator record with the User Quick Add utility 22
Add an operator to a security group 22
Create a system default operator record 23
Create a startup menu for an operator 23
Set the MySM home page for an operator 25
Define a startup menu for an operator 25
Define the distinguished name an operator uses to log in to an LDAP directory service 26
Delete an operator record 27
Enable an operator to see the command line 27
Set database access for an operator 28
Set the first day of week for an operator 29
Set the maximum file attachment size for an operator 30
Set the total file attachment size for an operator 30
Set the time zone for an individual operator 31
Update an operator record 31
View an existing operator record 32

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Use Mass Update with operator records 32

Mass update the MySM home pages of several operators 33
Synchronization between contact and operator records 34
Mass create contact records from operator records 34
Mass create operator records from contact records 35
Create an operator record from a contact record 35
Create an operator record from an operator template 36
Create a contact record from an operator record 36
Operator templates 37
Create an operator record from an operator template 39
Create an operator template 40
Define the operator template applied to LDAP users 41

Chapter 5: Process Designer 42

Create a Rule Set 43
Clone an existing Rule Set 44
Adding a rule 44
Add a Launch a URL rule 46
Add a Call a Process rule 46
Add a Case Exchange rule 47
Add a Run a Wizard rule 48
Add a Clear Fields rule 49
Add a JavaScript Validation rule 49
Add a Set Mandatory Fields rule 50
Add a Set Mandatory Variables rule 51
Add a Send Notifications rule 52
Add a Set Field rule 53
Add a Field Validation against a List rule 54
Add a Field Validation against a Table rule 55
Group rules 56
Using the Condition Editor 57
Build a condition 58
Launch the Condition Editor 62
Launch Condition Editor from a rule 63
Launch Condition Editor from workflows 63
Add a group with a condition 64
Negating condition groups 64
Creating a workflow 65

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Create a workflow 65
Workflow phases 66
Add a phase 67
Workflow transitions 72
Create a manual workflow transition 73
Create an automatic workflow transition 74
Create a default workflow transition 74
Copy an existing workflow 75
Viewing a workflow in Workflow Viewer 76
Integrate Workflow Viewer into kmdocument form 76
Process Designer security model 78
Multiple roles 79
Add a role 79
Add security roles and settings 80
Roles in the operator record 81
Assign a role or roles to an operator 81
Add an area 81
Add a setting within an area 82
Validation script for a new setting 83
Update a setting within an area 83
Localize an additional setting 84
Modify the rights for a role within an area 85
Update rights to display allowed categories and allowed statuses 85
Modify allowed categories and allowed statuses 86

Chapter 6: Controlling user access and security 88

HP proprietary records 89
Ongoing maintenance 90
Environment record 90
Service Manager record relationship models 90
Full Service Desk model 91
Status progression 92
Application profiles 92
Default application profiles 93
Application profiles: Service Desk 93
Application profiles: Change Management 98
Application profiles: Configuration Management 111
Searching 113
Application profiles: Incident Management 114

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Application profiles: Problem Management 127

Application profiles: Knowledge Management 135
Application profiles: Service Level Management 138
Application profiles: Request Management 139
Application profiles: Contract Management 152
Asset Allocation 154
Approval delegation 155
Administering approval delegation 156
Enabling approval delegation 157
Approval delegate qualifications 158
Enabling approval delegation for custom approvals 159
Example: Enabling custom approvals for Problem Management 160
Example: Enabling Approval Delegation for custom Problem Management
approvals 168
Global variables available for approval delegation 172
What happens when I receive delegated approval authority? 173
Temporary rights of an approval delegate 174
What happens when I delegate approval authority? 176
Delegate approvals to another operator 177
Update an active approval delegation 178
Disable an active approval delegation 179
Copy an approval delegation 179
Views available for approval delegation 180
User roles 181
Service Desk user role descriptions 182
User roles: Service Desk 182
Change Management user role descriptions 184
User roles: Change Management 186
Configuration Management user role descriptions 189
User roles: Configuration Management 190
Incident Management user role descriptions 194
User roles: Incident Management 196
Problem Management user role descriptions 200
User roles: Problem Management 202
Knowledge Management user role descriptions 204
User roles: Knowledge Management 205
Release Management user role descriptions 207
User roles: Release Management 207
Request Management user role descriptions 209

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User roles: Request Management 210

Service Catalog user role descriptions 217
User roles: Service Catalog 218
Administrative user role descriptions 218
User roles: Service Manager Administration 219
Add a user role record 221
Delete a user role record 221
Search for a user role record 222
Set database access for a user role 222
Set the MySM home page for a user role 223
Capability word model 224
Capability words 224
Add a capability word 234
Delete a capability word 234
Search for capability words 235
Operator passwords 235
Change a user's password 235
Disable the password reset option 236
Enable password history 236
Enable the password reset option 237
Reset an operator's password 237
Set password format restrictions 238
Set password maximum lifetimes 239
Set password minimum lifetimes 240
License tracking 241
License types 242
Profile fields for Service Desk license tracking 242
Profile fields for Change Management license tracking 243
Profile fields for Configuration Management license tracking 243
Profile fields for Incident Management license tracking 244
Profile fields for Knowledge Management license tracking 244
Profile fields for Problem Management license tracking 246
Profile fields for Request Management license tracking 247
Profile fields for Contract Management license tracking 248
Profile fields for Service Level Management license tracking 250
Disable application license tracking 251
Named users 251
Defining named users 251
Determine the number of named users available 252

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Make an individual operator a named user 252

Named users for applications 252
Define named users for applications 253
Disable application license tracking 254
HP Service Manager license report 254
Generate a user license report 255
Stathistory table 256
View the stathistory table 256
Self-service licenses 257
Folder entitlement 257
Enable folder entitlement 258
Disable folder entitlement 258
Add a security folder 259
Delete a folder 259
Specify use of the default folder from the operator record 260
Add folder permissions to a security profile in Change Management 261
Add folder permissions to a security profile in Configuration Management 261
Add folder permissions to a security profile in Incident Management 262
Add folder permissions to a security profile in Problem Management 263
Add folder permissions to a security profile in Request Management 263
Add folder permissions to a security profile in Service Desk 264
Add folder permissions to a security profile in Service Level Management 265

Chapter 7: Calendars 266

Holiday records 267
Add a master data record 267
Delete a master data record 268
Update a master data record 269
Create a holiday group 270
On-call schedules 270
On-call schedule exceptions 271
Create an on-call schedule 272
Work schedules 274
Add a master data record 275
Delete a master data record 276
Update a master data record 277

Chapter 8: Clocks 279

Add a clocks record 280

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Add a clock to track incident ticket status changes 280

Enable tracking of operator times 281
Start or stop a clock from a macro 282
Start or stop a clock from format control 283
View a clock record 285

Chapter 9: Self-service 286

Working with self-service requests 286
Visible updates for self-service requests 286
Creating self-service users 286
ESS and ESSM-Approval users 287
Add a user role record 287
Self-service template record 287
Create a self-service user 288
Create a self-service user from an existing contact 290
Create multiple self-service users from a contact list 290
What is a self-service power user? 291
Grant self-service access 291
Configuring the self-service working environment 292
Create a Service Desk self-service profile 294
Self-service licenses 296
Who uses self-service? 296
Choosing a configuration item for self-service requests 297
Self-service tailoring 297
Customize the self-service interface 297

Chapter 10: Views and favorites administration 299

Create a view 299
Add a view for a new table 300
Delete a view 301
Change fields in a view 302
Change roles for a view 303
Autoformatting 303
Add a new autoformatting rule 303
Adjust the order of an autoformatting rule 304
Edit an autoformatting rule 305

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Remove an autoformatting rule 306

Customize current view 307

Chapter 11: ITIL Alignment 308

Access Control 308
Mandatory Fields 308
Reporting 309
Management Reporting 311
Audit Trail 313
Archiving 313
Notification and Escalation 314

Send Documentation Feedback 315

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 Chapter 1: Application Setup
Administrators enable users to access applications by creating profile, role, and operator records.
Administrators control the following application tables and related administrative tasks:

l Application profiles

l User roles

l Capability words

l Adding users

l Purging and archiving records

l Lockouts

l Login restrictions

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 Chapter 2: HP Service Manager Entity
Relationship Diagrams
The HP Service Manager entity relationship diagrams (ERDs) provide System Administrators and
Professional Services Implementers with a view of the out-of-box relationships that they can reference
to tailor or customize the environment. The ERDs also enable Database Administrators and
Professional Services Implementers to view the logical relationships between tables as they are
defined in the following applications:

l Change Management

l Configuration Management

l Incident Management

l Problem Management

l Service Desk

View a static version of the ERDs in the Help

To view a static version of the ERDs, click the HP Service Manager Entity Relationship Diagrams link
below. The file opens in the help window.

View an interactive version of the ERDs with Adobe Reader 9 or later

To view an interactive version of the ERDs that enables you to view column names and data types for
each table, right-click the HP Service Manager Entity Relationship Diagrams link below, select Save
Target As (or Save Link As), and save the file to your computer. Then open the file with Adobe Reader
9 or later. Free Adobe Reader upgrades are available from the Adobe web site.

The HP Service Manager Entity Relationship Diagrams are available from the help.

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 Chapter 3: HP Service Manager Processes and
Best Practices Guide
In order for you to make optimal use of the functionality of HP Service Manager, HP has created a
processes and best practices guide based on practical experience with service management
implementations with many customers of various sizes.

The HP Service Manager Processes and Best Practices Guide provides best practices, management
overviews, process flows, and workflow diagrams for the following Service Manager modules:

l User Interaction Management

l Incident Management

l Request Management

l Problem Management

l Change Management

l Configuration Management

Service Manager processes and best practices incorporate the applicable elements of ITIL V3, COBIT
4.1 and ISO 20000.

The HP Service Manager Processes and Best Practices Guide documents the practice workflows that
are standard with out-of-box Service Manager applications. It includes high-level process workflow
diagrams, and step-by-step procedural guidelines.

You can view and search this guide using Adobe® Reader, which you can download from the Adobe
Web site.

Processes
The HP Service Manager processes are based on ITIL V3 theory and are referenced in the ITIL V3
core.

The Service Manager best practices cover the following processes in the ITIL Service Transition and
Service Operation documents. For information on these processes, see the HP Service Manager
Processes and Best Practices Guide linked in the related topics.

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Chapter 3: HP Service Manager Processes and Best Practices Guide

ITIL V3 core process process

volume number process reference reference

Service 0 "User Interaction Management overview" SO0

Operations below

Service 2 "Incident Management overview" below SO2

Operations

Service 3 "Request Management overview" on the SO3

Operations next page

Service 4 "Problem Management overview" on the SO4

Operations next page

Service Transition 2 "Change Management overview" on the ST2

next page

Service Transition 3 "Configuration Management overview" on ST3

page 17

User Interaction Management overview

The HP Service Manager User Interaction Management process helps you handle User Interactions
either reported by using Self-Service web pages or directly to your Service Desk. Though not an ITIL
process, this process enables the separation between information requests and service requests. The
result is that multiple user interactions may all be linked to one incident ticket in the tool. This process
will streamline the Service Desk activities and thereby decrease the workload for second line support
teams.

The Service Manager Service Desk application supports the service desk function of the Information
Technology Infrastructure Library (ITIL) with its User Interaction Management processes for the IT
service and the customer base. It provides a single point of entry to the other Service Manager
applications and enables you to document and track all calls received by your service desk. It
incorporates the essential concepts of ITIL to ensure that the best practices of IT service management
in place. The Service Desk application helps you to aid end customers, ensure data integrity, and
streamline communication channels in the organization.

For complete information on the User Interaction Management (Service Desk) process overview and
workflows, see HP Service Manager Processes and Best Practices Guide in the related topics.

Incident Management overview

The HP Service Manager Incident Management process enables you to categorize and track various
types of incidents (such as service unavailability or performance issues and hardware or software
failures). It helps you to ensure that incidents are resolved within agreed on service level targets.

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The Service Manager Incident Management application supports the Incident Management process. It
incorporates the essential concepts of Information Technology Infrastructure Library (ITIL) to ensure
that the best practices of IT service management in place. The Incident Management application helps
you to restore normal service operation as quickly as possible and minimize the adverse impact on
business operations.

For complete information on the Incident Management process overview and workflows, see HP
Service Manager Processes and Best Practices Guide in the related topics.

Request Management overview

The HP Service Manager Request Management process enables you to effectively manage all user
requests for products and services. It provides your users a mechanism to request and receive
standard services based on a pre-defined approval and qualification process. The HP Service Manager
Request Management application supports the Request Management process. It incorporates the
essential concepts of Information Technology Infrastructure Library (ITIL) to ensure that the best
practices of IT service management in place. The Request Management application gives you an
increased level of control for your organization’s services and helps you source and deliver the
necessary components for requested standard services. For complete information on the Request
Management process overview and workflows, see the HP Service Manager Processes and Best
Practices Guide.

Problem Management overview

The HP Service Manager Problem Management process allows you to find, fix, and prevent problems
in the IT infrastructure, processes, and services. It helps you to prevent problems and their resulting
incidents, eliminate recurring incidents, and minimize the impact of incidents that cannot be prevented.

The Service Manager Problem Management application supports the entire Problem Management
process. It incorporates the essential concepts of Information Technology Infrastructure Library (ITIL)
to ensure that the best practices of IT service management in place. The Problem Management
application helps you to maximize system availability, improve service levels, reduce costs, and
improve customer convenience and satisfaction.

Note: ITIL defines a Problem as the unknown cause of one or more Incidents.

For complete information on the Problem Management process overview and workflows, see HP
Service Manager Processes and Best Practices Guide in the related topics.

Change Management overview

The HP Service Manager Change Management process enables you to control changes to baseline
service assets and configuration items across the entire service life cycle. It helps you to control the
process to request, manage, approve, and control changes that modify your organizational

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infrastructure. This includes assets, such as network environments, facilities, telephony, and
resources.

The Service Manager Change Management application supports the Change Management process. It
incorporates the essential concepts of Information Technology Infrastructure Library (ITIL) to ensure
that the best practices of IT service management in place. The Change Management application help
you to ensure that changes are requested, evaluated, and implemented according to your business
processes and needs.

Note: To control changes, HP recommends that you handle all standard changes (that is, changes
of predefined types) by using the Service Catalog request fulfillment process.

For complete information on the Change Management process overview and workflows, see HP
Service Manager Processes and Best Practices Guide in the related topics.

Configuration Management overview

The HP Service Manager Configuration Management process ensures that selected components of a
complete IT service, system, or product (the Configuration Item) are identified, baselined, and
maintained and that changes to them are controlled. It enables you define and control the components
of services and infrastructure, and to maintain accurate configuration information about the historical,
planned, and current state of services and infrastructure.

The Service Manager Configuration Management application supports the Configuration Management
process. It incorporates the essential concepts of Information Technology Infrastructure Library (ITIL)
to ensure that the best practices of IT service management in place. The Configuration Management
application supports your business and control objectives, and helps you to track your configuration
items through their lifecycle.

For complete information on the Configuration Management process overview and workflows, see HP
Service Manager Processes and Best Practices Guide in the related topics.

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 Chapter 4: Adding users
Each person (user) who logs onto HP Service Manager must have a personal information record stored
in the operator table. Information associated with a user includes personal data, such as name,
address, phone numbers, login name, and password for Service Manager. Operator records also store
capability words for a given user. Without an operator record, a user cannot log onto Service Manager.
A user can belong to a group with a single profile or have a unique profile.

Checklist: Adding a new user

To add a user, follow the steps below:

1. Create an operator record for the user.

2. Select security settings for the user.

Do one of the following:

n Select a user role, which includes predefined application profiles and capability words.

n Select application profiles and capability words, which lets you manually select security
settings for each application.

3. Create a contact record for the user.

4. Create a startup menu for the user.

5. Create a menu record for the user.

Creating operator records

HP Service Manager provides the following methods for creating an operator record:

l Create the operator record from the operator.g form, which enables you to:

n Create an operator record starting from a blank operator record

n Create an operator by copying properties from an existing operator

l Create the operator record from Ongoing maintenance (CAU) User Quick Add Utility, which enables
you to:

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n Create an operator record starting from a blank operator record

n Create an operator by copying properties from an existing operator

n Create a contact record starting from a blank contact form

n Create a contact by copying properties from an existing contact

Service Manager includes several predefined operator records that you can use as templates to create
your own users. Search your operator records to see a complete list of sample operators.

Operator records
Each HP Service Manager user must have an operator record to log on and use Service Manager
applications. The operator record defines the access rights and security settings that a user has. The
following fields are required for an operator record:

l Login Name

l Resource Type

You can also define the following optional information in an operator record:

Operator Fields and

tab sections Purpose

General Login Name — Use this tab to add identifying information and application profiles
Required field to an operator record. These application profiles determine which
Full Name features and views the operator can access in Service Manager
Default applications.
Company
Contact ID
Application
Profile
User role
Application
profiles

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Operator Fields and

tab sections Purpose

Security Password Use this tab to manage how an operator accesses Service
Information Manager. These settings determine whether an operator can log
User Session on to Service Manager.
Information
Login
Information
User Lockout
Information
LDAP
Information
Template
Information
Password
History

Login Login Profile — The login profile includes:

Profiles This section Language: Specifies the login language for the operator.
contains: Time Zone: Specifies the time zone for the operator.
The operators Date Format: Specifies the preferred format for the date, such as
login profile mm/dd/yy or dd/mm/yy.
Licensing First Day of Week: Specifies the first day of the week in the
Information calendar and date picker for the operator.
Knowledge Display Currency: Specifies what currency displays for catalog
Groups to which items when the operator orders from the Service Catalog or
the operator approves catalog requests. Defaults to the basis currency in the
belongs System Information Definition record for the company when left
Assignment blank.
Groups to which Message Level: Specifies the level of messages to store in the
the operator message queue for this operator.
belongs (Incident Max Attachment Size: Specifies the maximum size of a file that
Management) the operator can insert into an OLE container.
Total Attachment Size: Specifies the maximum size of all the
attachment files that the operator can insert into an OLE
container.

Startup Initial Application Use this tab to determine which forms the operator sees at
Execute startup and also to customize the capability words the operator
Capabilities has in addition to those granted by a user role.
Query Groups
Months

Notification Standard Use this tab to record contact information about the operator.
Notifications
Pager
Information
Client Printing

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Operator Fields and

tab sections Purpose

Security Security Groups Use this tab to add or remove security groups that determine
Groups whether the operator has access to tables protected by the
Mandanten feature.

Self Self Service Use this tab to authorize self service access to an operator. This
Service Access Only gives the user access to the self service Web client.
Self Service
Menu
Self Service
Starting Page

Add an operator record

Applies to User Roles:

System Administrator

Note: To create an operator, you need to first create a contact record to match the operator record.

To add a contact record:

1. Click System Administration > Base System Configuration > Contacts.

2. Specify the Contact Name.

3. Specify the Full Name.

4. Add any other necessary information.

5. Click Add, and then click OK.

You are now ready to create an operator record.

To add an operator record:

1. Click System Administration > Ongoing Maintenance > Operators.

2. Specify a Login Name.

Note: HP recommends that you only use ASCII characters in Login Name. In Service Manager
Web Service integrations, non-ASCII operator login names are not supported.

3. Specify a Contact ID, or select the contact name that you just created.

4. Click Add.

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5. On the Security tab, type the name of the Template from which you want to create the new
operator record.

The information from the template will be populated in the new operator record.

6. Add any other necessary information for this new operator record.

7. Click Save.

Add an operator record with the User Quick Add utility

Applies to User Roles:

System Administrator

To add an operator record with the User Quick Add utility:

1. Click System Administration > Ongoing Maintenance > User Quick Add Utility.

2. Fill in the required fields.

3. Click Next.

4. Type the name of a user to clone or use the Fill icon to find a user to clone.

5. Click Finish.

6. Update the new Operator record as required.

Add an operator to a security group

Applies to User Roles:

System Administrator

To add an operator to a security group:

1. Click System Administration > Ongoing Maintenance > Operators.

2. Fill in optional search criteria, and then click Search.

3. Select the operator record to be changed.

4. Click the Security Groups tab.

5. In the Security Groups array, type the names of the security groups for the new operator on
separate lines.

6. Click Save.

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Create a system default operator record

Applies to User Roles:

System Administrator

Information in the system default operator record becomes part of all operator records at the time you
create the operator record and whenever you query the operator table. The operator table displays the
field values in the system default record unless there is another entry that overrides it. For example, if
the system default record defines the Default Company field with the value DEFAULT, then all operator
records without a defined value for this field display the value DEFAULT.

To create a system default operator record, follow the steps below:

1. Click System Administration > Ongoing Maintenance > Operators.

2. Click Search to select an operator from the record list.

3. Type or select the new operator information. The following fields are required for a system default
record:

n Login Name — type *SYSDEFAULTS

n Resource Type — select the resource type to use.

4. Click Add.

Create a startup menu for an operator

Applies to User Roles:

System Administrator

You can create a custom startup menu for an operator by using the Forms Designer. You can designate
the custom startup menu as the initial starting application of a user’s operator record. When the
operator logs in, HP Service Manager displays your custom startup menu to the operator.

To create a startup menu for an operator:

1. Click Tailoring > Forms Designer.

2. In the Form field, type the form name for the custom startup menu.

3. In the Language field, type or select the language used to display the form. If this field is blank,
the form uses the same language as Service Manager.

4. Click New.

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5. Do one of the following:

n Click Yes to create a form with the Form Wizard.

n Click No to create a form manually.

6. Add the desired form components to your startup menu form.

7. When your new form is complete, click OK to exit the design mode.

8. Click OK again to save your new form.

9. Click Tailoring > Tailoring Tools > Menus.

10. In the Menu Name field, type the name of the custom startup menu in uppercase.

11. In the Format field, type the name of the startup form you created in step 2.

12. Add any options for the startup menu.

Menu
option Purpose

Option # The option number on the startup form must match the Button ID in the Forms
Designer.

Group Enter the security group, if any, required to access this application.

Description Type a description of the menu option. This description is only visible from this
form and is separate from the caption for the button you defined in the Forms
Designer.

Command Type an optional command line entry.

Application Type the form or name of the application to run.

Parameter Type an optional parameter to be passed to the application.

Name

Parameter Type the value of the passed parameter.

Value

Thread Type true if the application is to run in a separate thread.

Condition Type one of the following:

n true — makes the application available to all users.

n index("capability word",$lo.ucapex)>0 — makes the application

available to users who have the capability word listed in the condition.

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13. Click Add.

Set the MySM home page for an operator

Applies to User Roles:

System Administrator

By default, a user sees the To Do list upon logging in to HP Service Manager. You can change that to a
MySM home page by defining one in the user's operator record. You can auto-fill the MySM home page,
along with other defaults, into an operator record from the user role. You can use mass update to define
the MySM home pages of several operators at the same time. Specifying a MySM home page in a
user's operator record overrides the To Do list and menus for that operator when they log in using the
web client, even if the flag for menus has been set.

To set the MySM home page for a specific operator, follow the steps below:

1. Click System Administration > Ongoing Maintenance > Operators.

2. Type or select optional search criteria.

3. Click Search. 

4. Select an operator record from the record list.

5. Open the Startup tab.

6. To use the default MySM home page, along with other defaults specified for the operator's user
role, click the Fill button on the User Role field. You can then edit those defaults directly in the
operator record.

To select a MySM home page for an operator when there is no MySM home page defined for the
user role or to specify a MySM home page that is different from the default, select one from the
MySM home page drop-down list.

7. Click Save.

Define a startup menu for an operator

Applies to User Roles:

System Administrator

The default home page for a HP Service Manager user is the MySM home page or To Do list specified
for the operator or user role. You can define an old style startup menu or any other RAD application so
that it is the initial application that Service Manager displays when an operator logs in. You define an
initial application in the user's operator record.

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Note: Specifying a MySM home page in a user's operator record overrides the To Do list and
menus for that operator when they log in using the web client, even if the flag for menus has been
set.

To define a startup menu for an operator, follow the steps below:

1. Click System Administration > Ongoing Maintenance > Operators.

2. Type or select optional search criteria.

3. Click Search.

4. Select the operator record to change.

5. Click the Startup tab.

6. In the RAD Name field, type the name of the startup menu or initial application to run when the
operator logs on.

7. Type any parameter names and parameter values required by your startup form. For example,
specify the following values for old style menus.

n Parameter Names: boolean1

n Parameter Values: true

8. Click Save.

Define the distinguished name an operator uses to log in

to an LDAP directory service
Applies to User Roles:

System Administrator

To define the distinguished name an operator uses to log in to an LDAP directory service, follow the
steps below:

1. Click System Administration > Ongoing Maintenance > Operators.

2. Click Search to view a list of operators.

3. Select the operator to update.

4. Click the Security tab.

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5. In the LDAP User DN field, type the distinguished name you want the operator to use to bind to
the LDAP directory service.

6. Click Save.

7. Click OK.

Delete an operator record

Applies to User Roles:

System Administrator

To delete an operator record, follow the steps below:

1. Click System Administration > Ongoing Maintenance > Operators.

2. Use search or advanced search to find one or more records.

3. Select the operator record that you want to delete.

4. Click Delete.

5. Click Yes to confirm the deletion.

6. When you are prompted whether to remove a certain associated record, for example, an
associated contact record, click Yes to delete the associated record or click No to keep the
record.

Enable an operator to see the command line

Applies to User Roles:

System Administrator

To enable an operator to see the command line, follow the steps below:

1. Click System Administration > Ongoing Maintenance > Operators.

2. Type or select optional search criteria.

3. Click Search. 

4. Select an operator record from the record list.

5. Click the Startup tab.

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6. Select Activate Command Line on Startup.

7. Click Save.

Set database access for an operator

Applies to User Roles:

System Administrator

Database access is a feature that gives you the ability to limit or grant access to database records,
such as contacts, company, and regions. You can add or modify the existing out-of-box database
access settings per user role or operator.

To set database access for an operator, follow the steps below:

1. Click System Administration > Ongoing Maintenance > Operators.

2. Type or select optional search criteria, and then click Search.

3. Select an operator record from the record list.

4. Select the Data Access tab in the General tab.

5. To add a new Data Access record, follow the steps below:

a. Click Add new Data Access Record.

The Database Manager Data Access form opens.

b. Click Fill in the Database Table Name field to select a table.

c. The operator name you initially selected is in the Operator Name field. If you want to add
access to a different operator name than the one you selected, clear the field and click Fill to a
select a different operator name.

d. To set the database access, select one of the following:

o Allow DB access: The operator specified is granted access to the table specified.

o Prohibit DB access: The operator specified is denied access to the table specified.

e. When access has been granted to a table, click Fill in the View Format field to select the
table view.

f. Click Add.

The new database access record is added.

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6. To modify an existing database access record, follow the steps below:

a. Select the Data Access tab in the General tab.

b. Double-click the Table Name of the existing database access record you want to modify.

The Database Manager Data Access form opens.

c. Make the necessary edits.

d. Click Save.

Your changes are saved.

7. Click OK.

Set the first day of week for an operator

Applies to User Roles:

System Administrator

To set the first day of week for an operator, follow the steps below:

1. Click System Administration > Ongoing Maintenance > Operators.

2. Type or select optional search criteria.

3. Click Search.

4. Select the operator record that you want to change.

5. Click the Login Profiles tab.

6. In the First Day of Week field, select a day from the drop-down list.

7. Click Save.

This setting applies to the calendar and the date picker.

If you do not configure this field, the first day of the week for the operator is as follows:

l In the date picker, the first day of the week is the day that is configured by the startDayOfWeek
parameter. For more information about the startDayOfWeek parameter, see "Web parameter:
startDayOfWeek" on page 1.

l In the calendar, the first day of the week is the day that is configured in calendar settings. For more
information about the calendar settings, see "Configure calendar settings" on page 1.

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If you configure this field, the first day of the week in the date picker and the calendar for the operator
will be the day that is specified in this field.

Set the maximum file attachment size for an operator

Applies to User Roles:

System Administrator

To set the maximum file size of a single attachment for an operator, follow the steps below:

1. Click System Administration > Ongoing Maintenance > Operators.

2. Type or select optional search criteria.

3. Click Search.

4. Select the operator record that you want to change.

5. Click the Login Profiles tab.

6. In the Max Attachment Size field, type the number of bytes for the maximum file attachment
size.

7. Click Save.

You can define a file attachment maximum size limit for a particular operator from the operator record.
The operator file attachment size limit supersedes the maximum file size set in the system wide
company record but is itself subordinate to size limits defined for an attachment container in the Form
Designer.

Set the total file attachment size for an operator

Applies to User Roles:

System Administrator

To set the total attachment size in any attachment container for an operator, follow the steps below:

1. Click System Administration > Ongoing Maintenance > Operators.

2. Type or select optional search criteria.

3. Click Search.

4. Select the operator record that you want to change.

5. Click the Login Profiles tab.

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6. In the Total Attachment Size field, type the number of bytes for the total file attachment size.

7. Click Save.

You can define a total attachment size limit for a particular operator from the operator record. The total
attachment size defined in the operator record supersedes the total attachment size set in the system
wide company record but is itself subordinate to size limits defined for a specific attachment container
in the Form Designer.

Set the time zone for an individual operator

Applies to User Roles:

System Administrator

To set the time zone for an individual operator, follow the steps below:

1. Click System Administration > Ongoing Maintenance > Operators.

2. Type or select optional search criteria.

3. Click Search.

4. Select the operator record to change from the record list.

5. In the Time Zone field, select the new time zone for the operator.

6. Click Save.

Update an operator record

Applies to User Roles:

System Administrator

To update an operator record, follow the steps below:

1. Click System Administration > Ongoing Maintenance > Operators.

2. Type or select optional search criteria.

3. Click Search.

4. Select the operator that you want to update from the record list.

5. Type or select the new operator details. For example, change the Application Profile on the
General tab, or add new capability words to the Execute Capabilities table on the Startup tab.

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6. Click Save.

7. Click OK.

View an existing operator record

Applies to User Roles:

System Administrator

To view an existing operator record, follow the steps below:

1. Click System Administration > Ongoing Maintenance > Operators.

2. Type or select optional search criteria.

3. Click Search.

4. Select an operator from the record list to view the operator record.

Use Mass Update with operator records

Applies to User Roles:

System Administrator

Note: If you exit the Mass Update template form or Complex Update form without clicking
Execute, all of your changes are cleared on the respective form.

To update several records at the same time, use one of the following methods:

Mass Update template

1. Click System Administration > Ongoing Maintenance > Operators.

2. Type or select optional search criteria, and then click Search.

3. Select the records in the record list that you want to update.

4. Click Mass Update.

5. Type the value for the field in the text box or use the Find feature to display a list of potential values
for the field.

Note: The value(s) you enter in the form are propagated to all of the records you selected.

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6. Click Next.

7. Continue updating fields and click Execute when you complete your updates.

Simple Update:

1. Click System Administration > Ongoing Maintenance > Operators.

2. Type or select optional search criteria, and then click Search.

3. Select the records in the list that you want to update.

4. Click Mass Update.

5. Click Simple Update.

6. Type new values into the applicable fields on the form.

7. Click Execute.

Complex Update:

1. Click System Administration > Ongoing Maintenance > Operators.

2. Type or select optional search criteria, and then click Search.

3. Select the records in the list that you want to update.

4. Click Mass Update.

5. Click Complex Update.

6. Type the RAD code in the Complex Update form.

7. Click Execute.

Mass update the MySM home pages of several operators

Applies to User Roles:

System Administrator

In the following example you mass update all operators that have the Service Desk Agent user role.
The example assumes that the MySM home pages are already available.

Note: Specifying a MySM home page in a user's operator record overrides the To Do list and
menus for that operator when they log in using the web client, even if the flag for menus has been
set.

To mass update operators' MySM home pages, follow the steps below:

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1. Click System Administration > Ongoing Maintenance > Operators.

2. Search for operators with the desired user role. For example, type service desk agent in the
User Role field and click Search.

HP Service Manager displays a list of operators who are service desk agents.

3. On the record list, click Mass Update.

4. Double-click MySM home page U Id.

5. Click Fill in the MySM home page U Id field.

6. Select a MySM home page from the record list.

7. Click Next and then click Execute.

8. The MySM home page field of each updated operator record's Startup tab is now populated with
the selected MySM home page.

Click Back to return to the previous screen.

9. To test the home pages you just set, log out and log in again as each operator.

Note: If you exit the Mass Update template form or Complex Update form without clicking
Execute, all of your changes are cleared on the respective form.

Synchronization between contact and operator records

The contact and operator records are synchronized so that if you change the HP Service Manager ID
field in the contacts record, it triggers the same change in the Contact ID field in the operator record.
The reverse is also true. In order to make the synchronization possible, every user in the system must
have both a contact record and an operator record.

Several redundant fields in the operator table were removed in order to leverage existing fields in the
contacts table. See the Service Manager Upgrade Guide for a list of the fields removed from the
operator table.

Mass create contact records from operator records

Applies to User Roles:

System Administrator

To mass create contact records from operator records, follow the steps below:

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1. Click System Administration > Ongoing Maintenance > Operators.

2. Type or select optional search criteria.

3. Click Search.

4. In the record list, open the More Actions menu.

5. Click Mass Create Contact.

6. Follow the prompts to create the contacts.

Mass create operator records from contact records

Applies to User Roles:

System Administrator

To mass create operator records from contact records, follow the steps below:

1. Click Support > Contacts.

2. Type or select optional search criteria to find the contacts for which you want to create operator
records.

3. Click Search.

4. In the record list, open the More Actions menu.

5. Click Mass Create Operators.

6. Follow the prompts to create the operators.

Create an operator record from a contact record

Applies to User Roles:

System Administrator

The contact and operator records are synchronized so that if you change the HP Service Manager ID
field in the contacts record, it triggers the same change in the Contact ID field in the operator record.
The reverse is also true. In order to make the synchronization possible, every user in the system must
have both a contact record and an operator record.

To create an operator record from a contact record, follow the steps below:

1. Click System Administration > Base System Configuration > Contacts.

2. Type or select optional search criteria to find the contact for which you want to create an operator
record.

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3. Click Search.

4. If the search returned a list of records, select the contact from the list.

5. In the contact record, click More or the More Actions icon.

6. Click Create Operator.

7. Follow the prompts to create the operator record.

Create an operator record from an operator template

Applies to User Roles:

System Administrator

Caution: Any changes that you make to an operator template automatically propagate to operator
records based on that template. These automatic updates can consume substantial system
resources.

To create an operator record from an operator template, follow the steps below:

1. Click System Administration > Ongoing Maintenance > Operators.

2. In the Login Name field, type the new operator name.

3. Click the Security tab.

4. In the Template field, type the login name of the operator record to be used as an operator
template.

5. Click Add.

Note: Operator record login names are case sensitive.

Note: If an operator record has group1 in its security groups array when its template is NULL and
group1 is in the security groups array of template_1 but not in that of template_2, when you assign
template_1 to the operator record, the operator record has group1 in its security groups array;
however, if you switches its template to template_2, group1 is lost in its security group array. To
work around this issue, first switch its template from template_1 to NULL, save it, and then switch
the template from NULL to template_2.

Create a contact record from an operator record

Applies to User Roles:

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System Administrator

The contact and operator records are synchronized so that if you change the HP Service Manager ID
field in the contacts record, it triggers the same change in the Contact ID field in the operator record.
The reverse is also true. In order to make the synchronization possible, every user in the system must
have both a contact record and an operator record.

To create a contact record from an operator record, follow the steps below:

1. Click System Administration > Ongoing Maintenance > Operators.

2. Enter and select the search criteria to find the operator for which you want to create a contact
record.

3. Click Search.

A list of operator records is opened.

4. Select an operator from the list.

5. In the selected operator record, replace the Contact ID with the new contact ID.

6. Click More or the More Actions icon, and then Create Contact option.

7. Click Create Contact.

8. Follow the prompts to finish creating the contact.

9. Click Save.

Operator templates
System Administrators can design operator templates for creating operator records for users that share
common information and settings. For example, you can design one operator template for managers
and another template for first-level Service Desk Agents. An operator template is an operator record
containing all the common information that applies to operator records created from the template.
Typically, this includes information such as:

l Application profile

l Default Company

l Date Information

l Time Limits

l User Session Information

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l LDAP Information

l Security Groups

To distinguish the operator template from a user's operator record, select the Template Operator
option in the template. Users are not attached to templates and, therefore, cannot log in to HP Service
Manager using an operator template.

When you have created the new operator template with all the desired settings, you can then create the
operator records you need, based on that new template. When you create operator records, fill in the
Template field with the name of the template from the operator template, and then all the information in
the template will be applied to the new operator records.

Any changes you make to an operator template automatically apply to all operator records you created
from the template. If you later decide to change a setting in the template, you modify the template, and
then the setting will automatically be applied to all the operator records that use the template.

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Create an operator record from an operator template

Applies to User Roles:

System Administrator

Caution: Any changes that you make to an operator template automatically propagate to operator
records based on that template. These automatic updates can consume substantial system
resources.

To create an operator record from an operator template, follow the steps below:

1. Click System Administration > Ongoing Maintenance > Operators.

2. In the Login Name field, type the new operator name.

3. Click the Security tab.

4. In the Template field, type the login name of the operator record to be used as an operator
template.

5. Click Add.

Note: Operator record login names are case sensitive.

Note: If an operator record has group1 in its security groups array when its template is NULL and
group1 is in the security groups array of template_1 but not in that of template_2, when you assign
template_1 to the operator record, the operator record has group1 in its security groups array;
however, if you switches its template to template_2, group1 is lost in its security group array. To
work around this issue, first switch its template from template_1 to NULL, save it, and then switch
the template from NULL to template_2.

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Create an operator template

Applies to User Roles:

System Administrator

System Administrators can design operator templates for creating operator records for users that share
common information and settings. For example, you can design one operator template for managers
and another template for first-level Service Desk Agents. An operator template is an operator record
containing all the common information that applies to operator records created from the template.

To create an operator template, follow the steps below:

Note: You can specify as many details in the new operator record template, as necessary.

1. Click System Administration > Ongoing Maintenance > Operators.

2. Enter the search criteria to find the operator record for which you want to create an operator
template.

3. Fill in the necessary information, including application profiles, and proper permissions and
settings.

4. In the Security tab, select the option Template Operator.

5. Click Add.

Note: Because operator templates are also operator records, they are valid log-in accounts for HP
Service Manager. To prevent users from using operator templates for log-in access, you can apply
a password and log-in restriction to your operator templates.

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Define the operator template applied to LDAP users

Applies to User Roles:

System Administrator

To define the operator template applied to LDAP users, follow the steps below:

1. Click System Administration > Base System Configuration > Miscellaneous > System

Information Record.

2. In the Operator Template field, specify the operator record that you want to use as the company
default for LDAP users.

3. Click Save.

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 Chapter 5: Process Designer
Process Designer provides a graphical interface to develop workflows that you can use to control the
flow of a single record throughout its lifecycle within HP Service Manager. The Process Designer
enables an implementer to graphically create or update a workflow without knowing RAD programming.

The Process Designer provides a platform to build ITIL compliant out-of-box processes. The features
include:

l Define a workflow process in a graphical editor

l Create business rules in a user-friendly interface to drive the workflow logic

l Provide a platform to model complex processes that require branching and looping

l Lower Total Cost of Ownership of Service Manager by enabling an intuitive and simplified
configuration

l Simplify future upgrades by enabling standardization and clarity of business logic.

Process Designer includes the following components:

l Workflow designer: Design and update a workflow using a graphical user interface.

l Rules editor: Create rules to enforce business logic in workflows and forms.

l Security model: Provide a common role-based security model.

A workflow is a collection of phases with transitions from one phase to another. Each phase represents
the state of the workflow linked to a form for data capture. Transitions can connect phases in any
manner to create a workflow with many branches and loops back to previous phases. Transitions may
be manual, automatic, or default. A manual transition requires the workflow user to make a manual
decision to move to the next workflow phase. An automatic transition moves the workflow to another
phase based on data in the workflow record. A default transition is a special case that moves the
workflow automatically, when no other automatic transition condition applies. 

The rules editor enables administrators, such as business process owners, implementers, and
developers, to add or remove the out-of-box rules and actions of a workflow to match particular
business requirements. You can group rules into Rule Sets to allow their re-use within the process. You
can configure Rule Sets to execute on events, such as saving or updating a workflow record. Rules
can also be set up to run on a workflow transition. 

You can also configure rules as actions, which allows operators to run rules on demand rather than wait
for workflow processing. When an operator initiates an action, the system runs the associated Rule
Sets for that phase of the workflow.

With the Condition Editor, you can apply conditions to rules. When a rule condition is met, the rule
executes. You can also edit conditions for a rule.

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The Process Designer security model provides a consistent method of assigning permissions to users
across all areas of the system. You can use security model to configure out-of-box rights for a specified
role within an area. It also provides standardized methods to manage user rights.

Process Designer features are implemented for Knowledge Management and Change Management.
You can access the Process Designer features from the system navigator as follows: Tailoring >
Process Designer

A typical Process Designer flow broadly comprises of the following major tasks:

l Create Rule Sets with Rules using out-of-the-box rule types to enforce business logic on traditional
Service Manager forms

l Create a workflow with phases and transitions to build a process flow

l From workflow phases and transitions associate forms, rule sets, approvals, and alerts to
implement your business process

Create a Rule Set

Applies to User Roles:

System Administrator

Implementer

A Rule Set contains a list of rules that you may run against a record. Rules implement business logic to
drive a workflow or a process. Rules can help perform calculations, validate fields based on data or
Rule Sets, set required fields, and more. A Rule Set uses role-based security.

You can re-use Rule Sets in many processes when you require the same rules in many places. Rule
Sets simplify the effort of implementing business logic. You can apply Rule Sets based on conditions,
or configure them to run during an action. Rule Sets are most often associated with specific phases of a
workflow.

To create a rule set, follow the steps below:

1. Click Tailoring > Process Designer > Rule Sets > New.

2. Type a unique ID for the rule set. For example, kmdocument_draft.

Note: The name must be unique within the Rule Sets records.

3. Select Available as action if you want to offer this Rule Set as an action within a workflow
phase. For example, HP Service Manager interaction with an external system.

4. Type the display name for the Rule Set, for example, Saving a draft.

5. Select the table(s) from the Table name list that you want the rule sets to apply to, for example,

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select kmdocument.

Note: If the list is blank, the Rule Set can be applied to all tables.

6. Click Save to add the Rule Set.

Note: If you want to edit an HP Proprietary Rule Set, create a copy of the HP Proprietary
Rule Set. To add Rules to a Rule Set, you must first save the Rule Set.

Clone an existing Rule Set

Applies to User Roles:

System Administrator

Implementer

You can create an editable copy of an existing Rule Set by using the cloning option. Cloning a read-only
Rule Set marked as HP Proprietary creates an editable copy of the Rule Set.

To clone an existing Rule Set, follow the steps below:

1. Click Tailoring > Process Designer > Rule Sets in the System Navigator.

2. Click Search.

3. Select the Rule Set you want to clone.

4. Click More > Clone. A copy of the Rule Sets with both the ID and Name prefixed <CLONE>
displays.

5. Rename both the ID and Name prefixed <CLONE> fields by typing something unique.

6. Click Save.

Adding a rule
A rule defines a singular piece of functionality, such as making a field mandatory. A rule can perform
calculations, validate fields based on data or lists, set required fields, and more. Rules can also specify
conditions that determine when the rule should execute or who can execute.

Rules run in the order they appear in the Rule Set. The order can be changed using the Move Up and
Move Down buttons. If there is an error executing a rule, rule processing will stop. It is important to
order the rules such that validation rules come first in the list, and then any rules that will perform
actions. For example, to validate data and send an HTML email, place rules to validate data first and

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then the rule to send an HTML email. If the rules were reversed, the HTML email will be sent with
invalid data or an invalid workflow state if the rules are part of a transition.

Examples of when rules run:

l A record enters or exits a specific phase of the workflow.

l A record is created, updated, or deleted in a certain phase of the workflow because of invoking a
workflow action.

l A workflow transition is taken.

l A workflow action is invoked.

The following rule types are available in the out-of-box system:

Rule type Description

Launch an URL Call a URL to launch a web page.

JavaScript Validation Use JavaScript to perform actions and validations.

Call a process Call a Service Manager process record.

Run a wizard Run a Service Manager wizard.

Clear Fields Clear the specified field and related fields.

Mandatory Fields Set fields as mandatory.

Mandatory Variables Set variables as mandatory.

Send Notifications Send Service Manager notifications.

Set Field Set a field value using JavaScript.

Field Validation Against a List Validate a field against a list (global or defined).

Field Validation Against a Table Validate a field against a different table.

Note:
l You cannot modify the out-of-box rules because they are labeled as HP Proprietary.

l You can edit a user-defined rule. For example, to add or remove a condition.

l Many of the rules have a default description that may contain tokens that get replaced with
values. For example, the Set Mandatory Fields rule has a default description <fields> are
Mandatory. The token <fields> will be replaced by the fields you select in the rule when you
define the rule. You can edit the default description.

l If you do not specify a condition, rule will always trigger to perform the action specified in the
rule.

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Add a Launch a URL rule

Applies to User Roles:

System Administrator

Implementer

This rule enables you to launch a remote web address by its uniform resource locator (URL). Typically,
this rule aids in integrating with other products.

To add a Launch a URL rule, follow the steps below:

1. Click Tailoring > Process Designer > Rule Sets in the System Navigator.

2. Click Search. The Rule Set form opens.

3. Select the Rule Set to which you want to add the rule.

4. Click Add Rule to open the Select Rule Type page.

5. Click Launch a URL.

6. Type the Rule Description: Call the URL: <URL name>

7. Click Edit to add a condition.

Note: If you do not specify a condition, it will default to Always.

8. Type an XML string to set a condition for executing this rule.

Note: If you do not enter an XML string, the condition is set to Always.

9. Type the URL address of the remote resource you want to launch in the URL field.

10. Click OK.

Add a Call a Process rule

Applies to User Roles:

System Administrator

Implementer

This rule enables users to call a HP Service Manager process. You have to specify the process name
and the conditions that call the process.

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Caution: You cannot call a Service Manager process that expects an input, because there is no
provision to pass the input through the rule. Calling a process that requires an input causes the rule
functionality to fail and may generate an unrecoverable error message.

To add a Call a Process rule type, follow the steps below:

1. Click Tailoring > Process Designer > Rule Sets in the System Navigator.

The Rule Set form opens.

2. Click Search, and then select the rule set to which you want to add the rule.

3. Click Add Rule to open the Select Rule Type form.

4. Click Call a Process.

5. Type the description in the Rule Description field.

6. Click Edit to add a condition.

Note: If you do not specify a condition, it defaults to Always.

7. Click Fill Field Process.

8. Select the process you want to call.

9. Click OK to add the rule.

Add a Case Exchange rule

Applies to User Roles:

System Administrator

Implementer

This rule enables you to trigger certain activities for the Case Exchange integration.

To add a Case Exchange rule, follow the steps below:

1. Click Tailoring > Process Designer > Rule Sets in the System Navigator.

2. Click Search to open the Rule Set page.

3. Select the Rule Set to which you want to add the rule.

4. Click Add Rule to open the Select Rule Type page.

5. Click Case Exchange.

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6. Fill the Rule Description field.

7. Click Edit to add a condition.

For more information about how to configure condition for the rule, see "Using the Condition
Editor" on page 57.

Note: The condition is Always if you do not specify any condition.

8. Select the Case Exchange integration instance that you want to apply the rule from the Instance
Name drop-down list.

9. Select an event from the Event drop-down list.

10. Select the fields you want to add.

11. Click Finish.

Add a Run a Wizard rule

Applies to User Roles:

System Administrator

Implementer

This rule enables you to run a HP Service Manager wizard. The form helps you to specify the wizard to
run when the rule executes.

To add a Run a Wizard rule, follow the steps below:

1. Click Tailoring > Process Designer > Rule Sets in the System Navigator.

2. Click Search. The Rule Set form opens.

3. Select the Rule Set to which you want to add the rule.

4. Click Add Rule to open the Select Rule Type form.

5. Click Run a wizard.

6. Type the description in the Rule Description field.

7. Click Edit to add a condition.

Note: If you do not specify a condition, it will default to Always.

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8. Click Fill Field Wizard to run.

9. Select the wizard to run when the rule executes.

10. Click OK to add the rule.

Add a Clear Fields rule

Applies to User Roles:

System Administrator

From a rule set, you can clear the value of specified fields in a record. Optionally, the rule can also clear
the value in fields related to the specified fields.

To add a Clear Fields rule, follow the steps below:

1. Click Tailoring > Process Designer > Rule Sets in the System Navigator.

2. Click Search to open the Rule Set form.

3. Select the Rule Set to which you want to add the rule.

4. Click Add Rule to open the Select Rule Type page.

5. Click Clear Fields.

6. Type the description in the Rule Description field.

7. Click Edit to add a condition.

Note: If you do not specify a condition, it defaults to Always.

8. For those fields that will be part of the Clear Fields rule, select the fields in the drop-down list.

9. If you want to clear the value of related fields of the specified fields, select Yes.

10. If you do not want to clear the value of the related fields, select No.

11. Click OK to add the rule.

Add a JavaScript Validation rule

Applies to User Roles:

System Administrator

Implementer

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This rule allows you to validate any JavaScript code a user enters.

To add a JavaScript Validation rule, follow the steps below:

1. Click Tailoring > Process Designer > Rule Sets in the System Navigator.

2. Click Search. The Rule Set form opens.

3. Select the Rule Set to which you want to add the rule.

4. Click Add Rule to open the Select Rule Type form.

5. Click JavaScript Validation.

6. Type the description in the Rule Description field.

7. Click Edit to add a condition.

Note:
n If you do not specify a condition, it will default to Always.

n You may reference the current record as record in the JavaScript. For example, if the field
in a form is a category, it may be referred to as follows: record.category=="xyz"

n You may reference the original copy of the record (before any changes were made by the
user) as oldRecord in the JavaScript (that is 'oldRecord.category').

n You may set the returnCode variable in the JavaScript to specify whether this rule was
successful or should be treated as a failed validation. A return code of 0 (zero) is
considered successful (it is the default), any other code is unsuccessful. The return code
must be a numeric value.

n You may set the message variable in the JavaScript to specify a message that displays to
the user if the rule is unsuccessful (returns a non-zero return code).

n You may set the cursorPosition variable in the JavaScript to specify a field on the current
form where the cursor should be placed if the rule is unsuccessful.

8. Enter the JavaScript in the text box.

9. Click OK to add the rule.

Add a Set Mandatory Fields rule

Applies to User Roles:

System Administrator

Implementer

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This rule enables you to make one or more fields mandatory and to specify a default value for each
field, which will be set if the mandatory fields are empty.

To add a JavaScript Validation rule, follow the steps below:

1. Click Tailoring > Process Designer > Rule Sets in the System Navigator.

2. Click Search. The Rule Set form opens.

3. Select the Rule Set to which you want to add the rule.

4. Click Add Rule to open the Select Rule Type form.

5. Click Set Mandatory Fields.

6. Type the Rule Description.

7. Click Edit to add a condition.

Note: If you do not specify a condition, it will default to Always.

8. Select the error message type: Pop-up or Screen to display during validation.

9. Click the Show All Error Messages Together check box if you want to display all error
messages together during validation.

10. Select the field name you want to set as mandatory.

11. You can choose a default value, which will be set if the mandatory fields are empty.

12. Click OK to add the rule.

Add a Set Mandatory Variables rule

Applies to User Roles:

System Administrator

Implementer

This rule enables you to set global and thread variables as mandatory. If mandatory variables are
empty, then a default value is set if specified in the Rule.

Global or thread variables begin with the $ symbol. However, the rule does not accept local variables
beginning with $L. Global variables are set when the operator logs on and the server automatically
cleans them up when the session ends.

Thread variables do not have a consistent naming scheme. They are only valid for the current RAD
thread. If the RAD thread terminates, the server automatically cleans up all thread variables.

To add a Mandatory Variables rule, follow the steps below:

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1. Click Tailoring > Process Designer > Rule Sets in the System Navigator.

2. Click Search. The Rule Set form opens.

3. Select the Rule Set to which you want to add the rule.

4. Click Add Rule to open the Select Rule Type form.

5. Click Set Mandatory Variables.

6. Type the Rule Description.

7. Click Edit to add a condition.

Note: If you do not specify a condition, it will default to Always.

8. Select the error message type: Pop-up or Screen to display during validation.

9. Click the Show All Error Messages Together check box if you want to display all error
messages together during validation.

10. Select a global or thread variable.

Note: If a mandatory variable is empty, then the rule sets it to a default value.

11. Type the variable of the default value.

12. Click OK to add the rule.

Add a Send Notifications rule

Applies to User Roles:

System Administrator

Implementer

This rule enables you to send notifications using a HP Service Manager notification record. The rule is
typically mapped to a workflow or workflow phase. For example, you can use the rule to send a
notification when a phase is entered. The rule type links to an existing notification record.

To configure a notification, follow the steps below:

1. Click Tailoring > Process Designer > Rule Sets in the System Navigator.

2. Click Search. The Rule Set form opens.

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3. Select the Rule Set to which you want to add the rule.

4. Click Add Rule to open the Select Rule Type form.

5. Click Send Notifications.

6. Type the description in the Rule Description field.

7. Click Edit to add a condition.

Note: If you do not specify a condition, it will default to Always.

8. Click Fill Field Notification Name.

9. Select the existing notification record you want to send when this rule runs.

10. Click OK to add the rule.

Add a Set Field rule

Applies to User Roles:

System Administrator

Implementer

This rule enables you to set a field with the value determined by a JavaScript. From a Rule Set, you can
select a common field from multiple tables and set its value based on a JavaScript expression.

Note: Make sure that the field is set to the contents of the value variable. If it is not set to the
value variable, you cannot process JavaScript.

To configure a field based on JavaScript, follow the steps below:

1. Click Tailoring > Process Designer > Rule Sets in the System Navigator.

2. Click Search. The Rule Set form opens.

3. Select the Rule Set to which you want to add the rule.

4. Click Add Rule to open the Select Rule Type form.

5. Click Set Field.

6. Type the description in the Rule Description field.

7. Click Edit to add a condition.

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Note: If you do not specify a condition, it will default to Always.

8. Select an applicable field name from the drop-down list.

9. Type the JavaScript that sets the variable value to the desired value for the field in the text box.

10. Click OK to add the rule.

Add a Field Validation against a List rule

Applies to User Roles:

System Administrator

Implementer

This rule enables you to select a field to validate against a list of values.  This list may be global or
manually defined.

To add a Field Validation against a List rule, follow the steps below:

1. Click Tailoring > Process Designer > Rule Sets in the System Navigator.

2. Click Search. The Rule Set form opens.

3. Select the Rule Set to which you want to add the rule.

4. Click Add Rule to open the Select Rule Type form.

5. Click Field Validation against a List.

6. Type the description in the Rule Description field.

7. Click Edit to add a condition.

Note: If you do not specify a condition, it will default to Always.

8. Select the error message type: Pop-up or Screen to display during validation.

9. Select the field to validate from the drop-down list.

10. If you select Global List, select the global list from the drop-down list.

11. If you select Manual List, type the manual list names in the Value table.

12. Click OK to add the rule.

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Note: If the field value does not match a value in the specified list, the system displays a message
and sets the cursor to that field when the rule is not followed.

Add a Field Validation against a Table rule

Applies to User Roles:

System Administrator

Implementer

This rule enables you to validate a field against a field in another table and fill data into other fields. You
can also filter the data you are validating against, and fill data into other fields.

Note: If the field value does not match a value in the specified table, the system displays a
message and sets the cursor to that field when the rule is not followed.

To add a Field Validation against a Table rule, follow the steps below:

1. Click Tailoring > Process Designer > Rule Sets in the System Navigator.

2. Click Search. The Rule Set form opens.

3. Select the Rule Set to which you want to add the rule.

4. Click Add Rule to open the Select Rule Type form.

5. Click Field Validation against a Table.

6. Type the Rule Description.

7. Click Edit to add a condition.

Note: If you do not specify a condition, it will default to Always.

8. Select the field to validate from the drop-down list.

9. Select the name of the table you want to validate against.

10. Select the name of the field you want to validate against.

11. You can filter the data you are validating against using a standard RAD query.

Example:

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The following field entries will validate only for cm3r with the current field name (Demo String2 in
this example) of the workflow:

Current Field Name field: Demo String2

Validate Against Table field: ModuleStatus

Validate Against Field field: Status

Filter field: module="cm3r"

12. Click Click Here to Add Fill Information to enter Fill From and Fill To fields.

Note: The Fill From field represents the fields of the validation table against which it
validates. The Fill To field represents the fields in the current table being validated.

13. Click OK to add the rule.

Group rules
Applies to User Role(s):

System Administrator

Implementer

You can group multiple rules into a Rule Group with an overall condition. The system runs all the rules
in the Rule Group if the condition matches.

To group rules, follow the steps below:

1. Click Tailoring > Process Designer.

2. Click Rule Sets > Search to open the Rule Set form.

3. Select the rule set where you want to add a group.

4. Click Add Group.

5. Type a rule group name. For example, kmrules.

Click Edit to add a condition.

Note: If you do not enter a condition, it will default to Always

6. .

7. Click OK to add the group name.

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8. Highlight the group by selecting it.

9. Click Add Rule.

10. Select a rule.

11. Type the attributes in the Rule form.

12. Repeat steps 8 to 11 if you want to add more rules.

13. Click OKto group rules.

Note: You can add one or more rule groups within another Rule Group.

Using the Condition Editor

The Condition Editor enables you to build a condition without any programming language knowledge.
Conditions always evaluate to True or False. When a condition evaluates to True, the system runs the
rule or applies an action that the condition controls. For example, you can use the condition to
determine if a workflow transition should occur or if a rule should execute.

A condition is made up of one or more expressions connected by logical operators AND or OR.  An
expression is a query built from the fields, operators, and values that returns a Boolean value (True or
False). An expression has a Left-Hand-Side (LHS) and Right-Hand-Side (RHS) separated by an
operator. There can be a combination of variables, types, and values on either side of the expression.

After you build a condition, HP Service Manager displays a user readable query describing the
condition.

You can also build complex conditions with the Condition Editor. A complex condition typically has
many expressions nested together with groups and sub groups. A group is a collection of multiple
expressions within braces. The following is an example of a complex expression:

((description in Category = 100 OR display.name in Category = "Test") AND

((assoc.published.doc in CurrentFile
!=true AND activity.mandatory.msg in Object <=20) OR error in SavedFile Starts
With 101 OR ((the
"edit.adaptive.learning" value in the "Knowledge Document" Security Area <= 123 AND
the "update" value in the
"Tailoring" Security Area = "always") OR test!=12)))

Note:

l Make sure to build a proper condition. For example, a string field in a condition should have only
alphanumeric characters. Improperly built conditions will show as Never and will not evaluate
to either True or False.

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l After you have built a condition, you can add more expressions by linking them with OR and
AND operators. If you change an OR to an AND operator, then the condition will group all
expressions using an OR operator to ensure the condition makes logical sense.

With the Condition Editor, you can:

l Add a condition

l Add a group

l Negate a group of expressions

Click the ! icon that appears in the group when hovering the mouse to the top left corner of a
Condition Editor. Clicking ! icon again will undo negate.

Note: The current version does not support an expression combined with negate and !=. For
example, the "Not(CurrentRecord.priority != 'high')" expression is not supported in the current
version of Service Manager. Condition Editor allows building such an expression, but it will
always evaluate to false.

l Edit a condition

Click the pencil icon to see and edit exiting values.

l Cancel a condition

To cancel a condition, click Cancel to exit the Condition Editor page.

l Clear a condition

To clear a condition, click Clear.

Build a condition
Applies to User Roles:

System Administrator

Implementer

An expression has a Left-Hand-Side (LHS) and Right-Hand-Side (RHS) separated by an operator.

There can be a combination of variables, types, and values on either side of the expression.

Make sure that the RHS field matches with field data type in the LHS. For example, if the field data
type in LHS is a Boolean, you must select a matching Boolean field in RHS. However, if you decide to
choose a value rather than a field in RHS, the system provides you an option to type or select value
that is of same data type of the field in LHS.

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To build a condition, follow the steps below:

1. Launch the Condition Editor.

2. Select Expressions from the drop-down list.

3. Select an expression data type on the LHS. The following table describes the available expression
data types for the LHS.

Field Description

CurrentRec A field in the name of the current record for comparison.

ord

CurrentRec A field in the name of the current record authorization for comparison, including
ord New, Update, View, Admin, Delete/Close, and Expert.
Authorizatio
n
Note: The CurrentRecord Authorization data type is only available when you
build a condition for a workflow.

Object A field in the Object definition of the current record for comparison.

SavedReco A field in the original copy of the current record (before the user made any
rd changes) for comparison.

RAD Evaluates a RAD expression typed in the text area. For example:
Expression
evaluate(cls.control in $L.phase) and evaluate
($L.tableAccess.delete)
and open in $L.file=true and nullsub($G.ess, false)=false and
approval.status
in $L.file="approved" and (category in $L.file~="KM Document" or
category
in $L.file="KM Document"

If you have typed a RAD expression, click OK to build a standalone condition.

You can ignore steps 4-8.

Note:
n You cannot combine this expression with any other expression type.

n You can use the jscall RAD function to evaluate JavaScript.

Category A field in the associated category definition of the current record for comparison.

Phase A field in the associated phase definition of the current record for comparison.

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Field Description

Security An operator's security rights. You can choose rights from the drop-down list of
defined values: Change, Change Management Configuration, Change
Tasks, Knowledge Management, Knowledge administration, Security, or
Tailoring.

Note: The Knowledge Management value is displayed as 'Knowledge

Document' in the back-end RDBMS and after you build the condition.

Caution: If you selected a security right, go to step 5.

Variable Evaluates the value of a global, local, or thread variable condition. For example:

$G.test

$L.testNumber

Caution: If you typed a variable expressions, press Tab on your keyboard

and go to step 5.

4. Select a field caption.

5. Select an expression operator for the expression type. The following table describes the
expression operator.

Field Description

= Equals

!= Not equals

> Greater than

>= Greater than but equals

< Lesser

<= Lesser than but equals

StartsWith Starts with an alphabet or numerals

Note: For Boolean expression conditions evaluating to !=true, you can use the following
RAD expression:

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( nullsub(Boolean in $L.file,false) != true)

6. Select an expression value type on the RHS. The following table describes the available
expression data types for RHS:

Field Description

CurrentRecord A field in the name of the current record for comparison.

SavedRecord A field in the original copy of the current record (before the user made any
changes) for comparison.

Object A field in the Object definition of the current record for comparison.

Security Evaluates an operator’s security rights. You can choose rights from the drop-
down list of defined values: Change, Change Management Configuration,
Change Tasks, Knowledge Management, Knowledge Administration,
Security, or Tailoring.

For example, to trigger a rule set only if the logged in user has the Any Draft
kmprofile enabled, set the following condition:

Security.Knowledge Management.Any Draft = true

Variable Evaluates the value of a global, local, or thread variable condition.

Value Allows you to type or select values as per the data type, which is based on
selected caption on the LHS.

Phase A field in the associated phase definition of the current record for comparison.

Category A field in the associated category definition of the current record for
comparison.

7. Click Apply.

8. Click OK if you are done with the process of adding a condition. Once you add a condition, Service
Manager displays a user readable description.

9. If you want to add another condition, select Expression from the drop-down list and repeat steps 3
through 8.

Note:

l You can edit a pre-existing condition. Click the pencil icon to view and edit existing values.

l To clear a condition, click Clear. You can now build a new condition based on your

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requirements.

l To cancel a condition, click Cancel to exit the Condition Editor page.

Launch the Condition Editor

Applies to User Roles:

System Administrator

You can launch the Condition Editor from a rule or workflow.

Note: You can launch the Condition Editor in the web client only.

To launch Condition Editor from a Rule, follow the steps below:

1. Click Tailoring > Process Designer > Rule Sets in the System Navigator.

2. Click Search. The Rule Set form opens.

3. Click Add Rule.

4. Select a Rule.

5. Type the description in the Rule Description field.

6. Click Edit to launch the Condition Editor.

Note: If you do not specify a condition, it defaults to Always and the rule will always execute.

To launch Condition Editor from Workflows, follow the steps below:

1. From System Navigator, click Process Designer > Workflows.

2. Select an existing workflow or create a workflow.

3. Click a phase in the workflow.

4. You can launch Condition Editor from either of the following tabs:

n Details – Click Form Edit Condition to launch the Condition Editor.

n Actions– Click Add > Action Condition to launch the Condition Editor.

n Approvals – Click Reset Condition or Recalculate Condition to launch the Condition

Editor.

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n Alerts – Click Reset Condition or Recalculate Condition to launch the Condition Editor.

n Transitions– From a workflow page, click a transition > Condition in Details tab to launch
the Condition Editor.

Related concepts

"Process Designer security model" on page 78

"Using the Condition Editor" on page 57

Launch Condition Editor from a rule

Applies to User Roles:

System Administrator

Implementer

Condition Editor enables you to build a condition without any programming language knowledge.

Note: You can launch the Condition Editor in the web client only.

To launch Condition Editor from a rule type, follow the steps below:

1. Click Tailoring > Process Designer > Rule Sets in the System Navigator.

2. Click Search. The Rule Set form opens.

3. Click Add Rule.

4. Select a rule.

5. Type the description in the Rule Description field.

6. Click Edit to launch the Condition Editor.

Launch Condition Editor from workflows

Applies to User Roles:

System Administrator

Implementer

Condition Editor enables you to build a condition without any programming language knowledge.

Note: You can launch the Condition Editor in the web client only.

To launch Condition Editor from workflows, follow the steps below:

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1. Click Process Designer > Workflows in the System Navigator.

2. Select an existing workflow or "Create a workflow" on the next page.

3. Click a phase in the workflow.

4. You can launch Condition Editor from one of the following tabs:

n Details: Click Form Edit Condition.

n Actions: Click Add > Action Condition.

n Approvals: Click Reset Condition or Recalculate Condition.

n Alerts: Click Reset Condition or Recalculate Condition.

n Transitions: In the Details tab of a workflow page, click a transition arrow --> Condition.

Note: To close the Condition Editor, click Cancel.

Add a group with a condition

Applies to User Roles:

System Administrator

Implementer

To add a group with a condition, follow the steps below:

1. Launch the Condition Editor.

2. Select Group from the drop-down list.

3. Follow the procedure to build a condition. See "Build a condition" on page 58.

A group with a condition has been added.

Negating condition groups

Applies to User Roles:

System Administrator

Implementer

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To negate a group, click the ! icon that appears in the group when you hover the mouse at the top left
corner of a Condition Editor. Clicking this icon again will undo the negation. Negating a group refers to
negating group of expressions bound to that group.

To negate a group of expressions, click the ! icon in the Condition Builder. The icon becomes red after
the negation. Click it again to undo the negation.

HP Service Manager does not support an expression combined with negate and !=. For example, the
Not(CurrentRecord.priority != 'high') expression . The Condition Editor allows building such an
expression, but it will always evaluate it to false.

Creating a workflow
A workflow is a collection of phases with transitions from one phase to another. Each phase represents
the state of the workflow linked to a form for data capture. Transitions can connect phases in any
manner such as creating parallel branches or loop backs to previous branches.

A workflow enables an implementer to graphically layout the entire lifecycle of a process or record
without any programming knowledge. The end user of the workflow views the same graphical workflow
to see the current phase and past transitions.

Before you create a new workflow, you have to add Rule Sets, Rules to the phases and transitions of
your intended workflow.

Create a workflow
Applies to User Roles:

System Administrator

Implementer

You can create a workflow only in the web client.

After you have a basic workflow, you can then modify it by adding additional phases, transitions, rules,
and actions to match the business process.

You can click Zoom inor Zoom out in the toolbar either to zoom in or zoom out in the workflow page.

To create a workflow, follow the steps below:

1. Click Tailoring > Process Designer > Workflows.

2. Click New.

3. Type a name for the workflow. For example, Knowledge.

Note: You cannot modify the workflow name once set.

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4. Type a description for the workflow. For example, Knowledge Document Workflow.

5. Select an HP Service Manager table from the drop-down list to associate the table with the new
workflow, for example kmdocument.

Note: You can use the kmdocument table to manage the Knowledge Management document
process. You can use the WorkflowDemo table to explore Process Designer capabilities.

6. Click OK. The new workflow Knowledge appears in the Workflows list.

Note:
l For a workflow that is set as HP Proprietary, you should see a HP logo in the workflow list. For
non-HP Proprietary workflows, the logo does not appear.

l If you want to edit an HP Proprietary workflow or use it as a model, create a copy of the HP
Proprietary workflow.

After you created a basic workflow, modify the Object record of the table for the new workflow.

To modify the object record, follow the steps below:

1. Click Tailoring > Database Manager.

2. Type Object in the Table field.

3. Click Enter.

4. Under File name, provide the table name of the associated workflow. For example,
KMDOCUMENT.

5. Select In Object in Workflow Location drop-down list.

6. Select the workflow name in Workflow drop-down list.

7. Click Save.

8. For the changes to take effect in the Object record, log off and log on to Service Manager.

Workflow phases
Workflow phases show the state of a record in the workflow and provide processing that must occur for
the record to move to the next phase. Phases use transitions to move from one phase to another
phase. Some of this processing can be manual, or it can be triggered by the rules or actions specified
for the phase the record is in within the workflow.

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Within a workflow, you can specify a form to display when that phase is active. Use different forms on
different phases to allow different information to be displayed and captured at various stages of
workflow.

Rule Sets link the phase or transition to enforce business logic, such as checking if the user has filled
in the required data or has proper security to perform a transition.

Add a phase
Applies to User Roles:

System Administrator

Implementer

You can add a phase to an existing workflow. You use the graphical interface of the workflow editor to
add a phase.

Note: After you add a phase and click Save, you cannot modify its name. You can modify only its
display name.

To add a phase to a workflow, follow the steps below:

1. Click Tailoring > Process Designer > Workflows from the System Navigator to display the
workflows list.

2. Select the applicable workflow for which you want to add a phase.

3. Do one of the following:

n Click Add phase.

n Click a phase and hover your mouse until you see a hand symbol and then drag the mouse to
add a new transition and a phase.

4. Enter the information as described below.

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n Details

Field Description

Name Type the name of the tab.

Display name Type the display name of the tab.

Table name The selected table name during workflow creation. You
cannot modify it.

Form Edit condition If the condition evaluates to true for a user, who will be able
to edit the form. If it does not, the form will be read-only.

Records in this phase are Select the check box if you want the records in this phase to
active be active.

Make this the first phase Click Make this the first phase if you want it to be the first
phase.

Make this the default phase Click Make this the default phase if you want it to be the
default phase.

Click Save.

Note: If the current phase of a record is set to a phase

that does not exist in the current workflow, it will be
moved to the default phase. This may occur if a phase is
removed from a workflow or if data is imported from
another source that did not share the same workflow.

n Forms

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Description

Display form The display form is the primary method to capture and
display data. If you do not specify a form, the system will
look for a form that has the same name as the current table
name.

Note: You may also specify a form in a RAD

expression. For example, display.form in $L.category.

To add a display form, follow the steps below:

i. Select the display form from the drop-down list.

ii. Click Save.

Additional Forms You can add, edit, and delete additional forms for a workflow
phase.

To add an additional form to a workflow record, follow the

steps below:

i. Click Add.

ii. Select the name from the drop-down list.

iii. Type a description.

iv. Click Additional Form Condition to enter a

condition.

v. Select a security right: Add, Update, Close, Expert,

or Admin.

vi. Click Update to add the additional form.

n Rule Sets

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Description

Add To add rule sets at various stages, follow the steps below:

i. Click On enter, On exit, Initialization, On display,

On updat, or After successful update tabs. See
Notes.

ii. Click Add.

iii. Click the appropriate Rule Sets check box you want to
add.

iv. Click Save.

Note:
o On enter – Runs when the record moves from

another phase into this phase. For example, the rule

set can set the time at which the record first entered
the phase or send notifications that the record has
entered the phase. 

o On exit – Runs when the record moves out of this

phase. For example, the rule set can set the time at
which the record left the phase or send notifications
that the record has left the phase.

o Initialization – Runs once just before the record is

displayed to the user. For example, the rule set can
set up variables for display that are not meant to
change while the user is viewing the record.

o On display – Runs each time the record is

displayed after a user action. For example, if the
user uses the “fill” function to populate a field, the
display rules will run after the action is completed
and before the form is displayed. A possible use may
be to populate a variable that is displayed on the
form, which is calculated based on other values in
the form.

o On update – Runs immediately before the record is

updated in the database (or created if this is a new
record). For example, the rule set can validate field
data (the record will not be updated if validations
fail), set default values, or perform calculations on
existing fields.

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Description

o After successful update – Runs immediately after

the record is updated in the database (or created if
this is a new record). For example, the rule set can
send notifications of the record update or update
related records based on changes to this record.

n Actions

Description

Add Actions perform a task for the phase. In Knowledge

Management, Actions are used to preview the document.
Actions refer to Rule Sets that are marked as Available as
Action.

i. Click Add to add an action, which runs associated

Rule Sets for that phase of the workflow.

ii. Type the identification name.

iii. Select the action from the drop-down list.

iv. Select the location of the action: Tray, More Options

List, or Button.

Note: If you select Button, then manually add a

button to the form with the option number of the
action specified.

v. Click Action Condition.

vi. Select Add, Save, or Delete for action when complete.

vii. Click the Requires lock check box if you want to lock
the record before the action can be performed.

Note: If another user has the record locked, you

will not be able to perform the action.

viii. Click Save.

n Approvals

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Description

Reset condition or i. Click Reset condition or Recalculate condition.

Recalculate condition
ii. Click Save.

n Alerts

Description

Reset condition or i. Click Reset condition or Recalculate condition.

Recalculate condition
ii. Click Save.

Note:
l To reposition the phase, select the phase and hover your move to see a crosshairs symbol and
then move it to a desired place within the workflow page.

l To delete a phase, select the phase and either click the trashcan symbol next to the phase or
Delete from the toolbar. You cannot delete either a default or a first phase.

l To move multiple phases at the same time, press Ctrl and select multiple phases, and then
move the phases or section of the workflow to new location.

l In the Rule Sets tab, select a rule set and either double-click the rule set or click the View icon
to open the Rule Set form.

l In the Approvals tab, select an approval name and either double-click the approval name or
click the View icon to open the Approval Definition form.

l In the Alerts tab, select an alert name and either double-click the alert name or click the View
icon to open the Alert Definition form.

Workflow transitions
The Process Designer workflow transitions occur when a record moves from one phase to another
phase. Transitions can happen manually, automatically, or by default. An example of an automatic
transition is when the condition set in the phase is met. An example of a manual transition is when an
operator clicks a button. A default transition is a special case that moves the workflow automatically
only when no other transition conditions are satisfied.

Note: Transitions govern the flow of the workflow but an operator with Administrator rights can use
the Change Phase menu option to bypass the workflow and jump to any phase.

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After you add a transition, you can reposition it to avoid transitions overlapping with phases or other
transitions. To reposition the transition, select the transition and move the green rectangular dot to
achieve a desired layout.

You can also move a transition from one phase to another. To move the transition, select the transition,
hover your mouse near the blue rectangular dot to see a hand symbol and now move it to another
phase.

Create a manual workflow transition

Applies to User Roles:

System Administrator

Implementer

In setting up a workflow, an administrator can require operator action to move a record from one phase
to another. This type of transition, in which an operator must press a button or otherwise trigger an
action, is a manual transition.

To create a manual workflow transition, follow the steps below:

1. Click Tailoring > Process Designer > Workflows.

2. Open the applicable workflow from the Workflows list.

3. Click the phase where the manual transition will begin

4. Hover your mouse until you see a hand symbol and then drag the mouse to add another phase.

5. Enter the following information.

Field Description

Transaction Evaluates to one of the transaction type: Manual, Automatic, or Default. Select
Type Manual transaction type.

Command Evaluates to command location: Tray, More Options List, or Button.

Name

Condition Evaluates to a condition that you can add to the transition.

Rule Sets Evaluates to the rule sets you created for the transition.

a. Click Add and then select the ID of the rule set you want to add.

b. Click OK.

6. Click Save.

You have added a manual transition.

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Note: Click the Localize Command Label icon in the Command Name text box to open the HP
Service Manager Message form of a transition. In this page, you can add a message record for a
new transition or view the message record of an existing transition.

Create an automatic workflow transition

Applies to User Roles:

System Administrator

Implementer

An automatic transition moves the workflow to another phase based on data in the workflow record. 

Note: You can add a condition and rule sets to the automatic transition.

To create an automatic workflow transition, follow the steps below:

1. Click Tailoring > Process Designer > Workflows.

2. Open the applicable workflow from the Workflows list .

3. Click the phase where the automatic transition will begin

4. Hover your mouse until you see a hand symbol and then drag the mouse to add another phase.

5. Enter the following information.

Field Description

Transaction Type Evaluates to one of the transaction type: Manual, Automatic, or

Default. Select Automatic transaction type.

Condition Evaluates to a condition that you can add to the transition.

Rule Sets Evaluates to the rule sets you created for the transition.

a. Click Add and then select the ID of the rule set you want to
add.

b. Click OK.

6. Click Save.

You have added an automatic transition.

Create a default workflow transition

Applies to User Roles:

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System Administrator

Implementer

A default transition is a special case that moves the workflow automatically only when no other
transition conditions are satisfied. 

Note: You can add rule sets to the default transition.

To create a default workflow transition, follow the steps below:

1. Click Tailoring > Process Designer > Workflows.

2. Open the applicable workflow from the Workflows list .

3. Click the phase where the automatic transition will begin.

4. Hover your mouse until you see a hand symbol and then drag the mouse to add another phase.

5. Enter the following information.

Field Description

Transaction Type Evaluates to one of the transaction type: Manual, Automatic, or

Default. Select Automatic transaction type.

Rule Sets Evaluates to the rule sets you created for the transition.

a. Click Add and then select the ID of the rule set you want to
add.

b. Click OK.

6. Click Save.

You have added a default transition.

Copy an existing workflow

Applies to User Roles:

System Administrator

Implementer

You can clone an existing workflow to use it in another business process or if you need to make
changes to a HP Proprietary workflow. You also have an option to copy the rule sets of the existing
workflow.

To copy an existing workflow, follow the steps below:

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1. Click Process Designer > Copy Existing Workflow.

2. In the Clone a Workflow form, select the workflow you want to copy.

3. Type a new workflow name.

4. Click Copy rule sets check box if you want to copy rule sets. 

5. Type a rule set prefix

6. Click Next.

7. Click Workflows . The newly-copied workflow displays.

Viewing a workflow in Workflow Viewer

Workflow Viewer enables you to view a graphical layout of the entire lifecycle of a process or record.
You can see color-coded phases and transitions of the workflow, as follows:

Phase/Transition Color Property Used

Current phase Green highlight

Past phase Green border

Future phase Blue border

Inactive phase Grey border

Past transition Dotted green line

Future transition Blue line arrow

Note: To view a workflow in the Workflow Viewer, you should integrate Workflow widget into any
form associated with a table that is enabled for Process Designer. This is currently available for
Knowledge Mangement (kmdocument), and WorkflowDemo.

The procedure to integrate the viewer into each module is very similar.

Integrate Workflow Viewer into kmdocument form

Applies to User Roles:

System Administrator

Implementer

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A new icon Workflow Viewer is available in Forms Designer. The following example will help you to
integrate the Workflow Viewer widget into the kmdocument.document form. After the integration, you
can see a graphical view of the workflow in the Contribute Knowledge > External > Workflow tab.
Using similar steps, you can integrate the Workflow Viewer with other forms.

To integrate the Workflow Viewer widget into the kmdocument form, follow the steps below:

1. Log on as a System Administrator From the Windows client.

2. From System Navigator, click Tailoring > Forms Designer to open Forms Designer.

3. In the Form field, type kmdocument.external and click Search. The Contribute Knowledge
form opens with the External Document Upload tab selected.

4. Add Workflow tab in the form.

5. Set the visible condition to [$showWF]=true in the Workflow tab.

Note: The condition hides the tab in the Windows client, but is visible in the web client.

6. Add the Workflow Viewer component to the new Workflow tab.

7. In the Workflow Viewer component, set the following variables in the properties.

Workflow Name: $L.wfgWFName

Workflow Table: $L.wfgWFTable

Workflow RecordID: $L.wfgWFRecId

Workflow Current Phase: $L.wfgWFPhase

8. Add four text boxes at the bottom of the Workflow Viewer.

9. Set their input values in the properties as follows:

$L.wfgWFName

$L.wfgWFTable

$L.wfgWFRecId

$L.wfgWFPhase

10. Set the Workflow Viewer variables in the Main > Initialization tab of the kmdocFlow.open display
screen and the kmdocFlow.view display screen (see note after step 10):

$L.wfgWFName=workflowName in $L.wfPhase

$L.wfgWFTable=tableName in $L.wfPhase

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$L.wfgWFPhase=phaseName in $L.wfPhase

$L.wfgWFRecId=id in $L.file

if (sysinfo.get("environment")~="scguiwswt") then ($showWF="true")

else ($showWF="false")

Note: To go to display screen, type ds in the HP Service Manager command prompt and
search for the kmdocument.document form.

11. Follow steps 1 through 7 to add Workflow View in the other Knowledge Management forms,
including kmdocument.probsol, kmdocument.howto, kmdocument.reference and
kmdocument.errormsg.

Process Designer security model

The Process Designer security model provides a consistent method of assigning permissions to users
across all facets of HP Service Manager data and accounts for out-of-box rights that can be configured
for a specified role within an area. It also provides standardized methods to manage user rights.

Process Designer security model is implemented for the Knowledge Management and Change
Management modules. For all other areas and modules, the traditional security features for Service
Manager still apply.

The Process Designer security model includes the following components:

l Area: An area defines a specific functional area or module within Service Manager, such as
Knowledge Management or Knowledge Management administration. Each area definition includes
default rights that are copied to the role whenever a new role is created. In addition to the out-of-box
areas, system administrators are able to define additional areas.

l Rights: The system includes a set of rights such as view, new, update, and delete that control an
operator's data access. When an administrator creates a role, the default rights from each area are
used to set the rights for that role. Rights can be modified for a specific area and role by an
administrator that has update rights for the area and role. Each combination of role and area creates
a collection of rights.

l Settings: Settings are configurable security extensions such as an initial view, a format to display a
list, or an approval checkbox. Settings are added for an area. The types of settings include number,
string, boolean, date/time, global list, manual list, record, and condition.

l Roles: A role has a set of rights and settings assigned to it. Each operator is assigned a role or roles
which, along with area, determine the access rights for the operator. Whenever the roles on an
operator record are updated, the operator must log out and then log in for the changes to take effect.

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Note: The out-of-box system includes a default role for the Security area that cannot be
deleted.

l Data Policy records: The data policy records include an Area field used to specify the area
associated with the table. An area needs to be associated with a Data Policy record in order to
access the information from the table.

l Allowed Statuses and Allowed Categories: These fields display the list of statuses and
categories available to the operator when accessing data. A System Administrator specifies the
allowed statuses and allowed categories for a role within an area. When the rights do not include
specific allowed statuses and allowed categories, all statuses and categories are available for the
role within the area.

Multiple roles
When an operator has multiple roles, the operator's data access rights are combined to give the
operator the greatest data access.

When the rights do not include specific allowed statuses and allowed categories, all statuses and
categories are available for the role within the area. Refer to the following examples:

l If an operator has view rights for one role in an area and update rights for another role in that area,
then the operator has view and update rights for the area.

l If an operator has allowed statuses and allowed categories specified in one role and not in another
role, then the operator is able to access all categories and statuses for the area.

l If an operator has multiple roles that include different allowed statuses and allowed categories, the
allowed statuses and allowed categories are merged so that the operator has all allowed categories
and allowed statuses. No allowed statuses and allowed categories are duplicated.

l If an operator has multiple settings because the operator has been assigned multiple roles, the
operator only has the actual settings for the first settings in the operator record .

Add a role
Applies to User Roles:

System Administrator

When you create a role, the rights from each area defined in the system are used to set the rights for
that role record.

To add a role record, follow the steps below:

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1. Click System Administration > Security > Roles.

2. Click New.

3. Type the name for the role.

4. Type a description for the role.

5. Click Save & Exit.

Add security roles and settings

Applies to User Roles:

System Administrator

To create a security role and assign rights and settings, follow the steps below:

1. Click System Administration > Security > Roles.

2. Click New. The Security Role form opens.

3. Type the security role name in the Name field.

4. Type the security role description in the Description field.

5. Click Save.

6. Select the security area.

The Security Rights and Settings form opens.

7. Under Rights, select the rights to be assigned to the security role. For example, set Expert rights
for the security role. The Expert security right enables the operator to view alert log, opened tasks,
affected services, and clocks of change request. It also enables you to set reminders, send
notifications, create hot news, and associate change request to changes, incidents, interactions,
quotes, and know errors.

8. Under Settings, add required settings.

9. Under Folders, add folder permissions to the security role.

The out-of-box security folders available in Service Manager are DEFAULT and advantage. You can
also create security folders to meet your business needs. By default, all security folders are assigned
to a new security role created. Once a role is created and rights are configured, you can modify the
security rights for a role within an area.

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Roles in the operator record

System Administrators assign roles to an operator in the Security Roles field of the operator record.
When a System Administrator creates an operator record, the system assigns the default role to the
operator if the System Administrator does not add a role for the operator. The System Administrator can
update the operator record to change a role or add additional roles.

When an operator has multiple roles, the operator has the rights that provide the greatest data access.
However, if each role has additional settings, the rights from the first role listed in the Security Rights
field is used to determine an operator's access rights.

Assign a role or roles to an operator

Applies to User Roles:

System Administrator

You assign a role or multiple roles to an operator to provide the operator access to HP Service Manager
data. You can also update the operator's role in the operator record.

To assign a role or roles to an operator record, follow the steps below:

1. Click System Administration > Ongoing Maintenance > Operators.

2. Enter the applicable search criteria to find an operator record and then click Search.

3. In Security Roles, select the role or roles you want to assign to the operator.

4. Click Save.

Add an area
Applies to User Roles:

System Administrator

When you create an area and define the rights and settings for the area, all roles will inherit the rights
and settings for the area.

To add an area, follow the steps below:

1. Click System Administration > Security > Areas.

2. Type the name for the role.

3. Click New.

4. Select the module for the area.

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5. Type a description for the area.

6. Define the rights for the area.

7. Define the settings for the area.

8. Click Save to add the record.

Add a setting within an area

Applies to User Roles:

System Administrator

You can add a new setting, such as record or format, in the area. A role inherits the new setting from the
area when the new setting for the area is not already defined in the role. For example, this is useful
when you want to have role within an area to have additional access to system data or another form.

When you add a new setting, it is only inherited when you add a new role.

To add a setting within an area, follow the steps below:

1. Click System Administration > Security > Areas.

2. Add optional search criteria and then click Search.

3. Click the area to update.

4. Click More or the More Actions icon and then select Administration > Add New Setting.

5. On the New Setting Info wizard, provide the following:

n Id: Uniquely identifies the setting so that it can be referenced programmatically.

n Display Label: Defines display label for the setting.

n Description: Describes the setting.

n Type: Select the type of data used by the setting to match the type of setting you are creating.
For the type selections, the format of the field on the form depends on the type you select. For
example, if you choose boolean, then the setting displays a check box and if you select record,
the setting displays as a text field. When you select some of the types, the system prompts
you for additional information. For example:

o If you select Record, you are also prompted to specify the table and field name for the
record.

o If you select Manual List, you are prompted to provide a display type and a name - value
pair to display in the list. The Value is the field name in the table and Display Value provides
the list of items in the drop-down list for the field.

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o If you select Global List, you are prompted to provide a Global List and Display Type for
the Global List.

6. Specify whether or not the setting is mandatory. When checked, a value is required for the setting
you are adding.

7. Click Next.

8. In Adding Settings Validation, add an optional validation script.

9. Click Finish.

Validation script for a new setting

When you add an additional setting you have the ability to create simple or complex validations for the
setting using JavaScript. The JavaScript automatically sets up an XML variable named result, which
has a child node named message. If the value of the result node is 0 (zero), the validation has
succeeded. Any non-zero result is interpreted as a failure. When a validation fails, the contents of the
message node display. The value of the setting being validated is set to a variable named value.

Example:

This example validates that the setting is a number between 1 and 10.

if ( value < 1 || value > 10 )

{
result.setValue( -1 );
message.setValue(“The value must be between 1 and 10.”);
}

Update a setting within an area

Applies to User Roles:

System Administrator

Once you create a setting for an area, you can update the definition of the setting or delete it. You can
also edit any labels that have been localized.

When you add a new setting to an area, it is only inherited when you add a new role.

To edit a setting within an area, follow the steps below:

1. Click System Administration > Security > Areas.

2. Add optional search criteria and then click Search.

3. Click the area to update.

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4. Click Moreor the More Actions icon and then select Administration > Edit/Delete Setting.

5. Select the setting to edit or delete.

6. On the Edit Setting Info wizard, update the following:

n Id: Uniquely identifies the setting so that it can be referenced programmatically.

n Display Label: Defines a display label for the setting.

n Description: Describes the setting.

n Type: Select the type of data used by the setting to match the type of setting you are creating.
For the type selections, the format of the field on the form depends on the type you select. For
example, if you choose boolean, then the setting displays a check box and if you select record,
the setting displays as a text field. When you select some of the types, the system prompts
you for additional information. For example:

o If you select Record, you are also prompted to specify the table and field name for the
record.

o If you select Manual List, you are prompted to provide a name-value pair to display in the
list. You must also enter Display Type (Radio Button or Drop Down List).

o If you select Global List, you are prompted to provide a Global List and Display Type for
the Global List.

7. Specify whether or not the setting is mandatory .

8. Click Edit localized labels to update localized labels.

9. For each language available, you can localize the label text. After you localize the text, click Save
and then OK to return to the wizard.

10. Click Next.

11. As an option, you can add or edit a validation script for the setting in Adding Settings Validation.

12. Click Finish.

Localize an additional setting

Applies to User Roles:

System Administrator

Once you add a new setting, such as record or format, you can localize the setting for all of the
languages that are active in the system.

To add a setting within an area, follow the steps below:

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1. Click System Administration > Security > Areas.

2. Add optional search criteria and then click Search.

3. Click the area to update.

4. Click More or the More Actions icon and then select Administration > Edit/Delete Setting.

5. In the Edit Setting Info wizard, click Edit localized label. A list of the messages displays for the
user's current language.

6. Click the item you want to localize and then type the applicable text to localize the label you
created for the setting.

7. Click Save.

8. Continue selecting items until you have localized all the labels for the languages active in the
system.

9. To localize the data in the settings for global lists or manual lists, use the record tag localization
utility.

Modify the rights for a role within an area

Applies to User Roles:

System Administrator

Once a role is created and rights are configured, an administrator updates the rights for a role within an
area.

To modify the rights for a role within an area, follow the steps below:

1. Click System Administration > Security > Roles.

2. Add optional search criteria and then click Search to find the role you want to modify.

3. Select the role and then select the area you want to modify.

4. Make the changes you want for default rights, folders, and settings.

5. Click Save & Exit.

6. For any other area, repeat steps 3 through 5 to update the rights for the selected role.

Update rights to display allowed categories and allowed statuses

Applies to User Roles:

System Administrator

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A System Administrator can add additional rights to a role within an area by adding the Allowed
Categories and Allowed Statuses fields for an area. Once these fields are available, an administrator
can then specify the particular categories and statuses for which the role has rights. If an area has
multiple tables that support category and status, the drop-down list in Allowed Categories and
Allowed Statuses will have a combination of all categories and statuses from all tables.

The example below uses the data policy record for the cm3r table for Change Management to
demonstrate how to display the Allowed Categories and Allowed Statuses fields.

Note: When you add a new setting, it is only inherited when you add a new role.

To add a setting within an area, follow the steps below:

1. Click Tailoring > Data Policy.

2. Use search to find the data policy record for the cm3r table.

3. Select an area from the drop-down list in the Area field. This list displays all the areas available for
the selected data policy record.

4. Click Save. The Allowed Categories and Allowed Statuses fields now appear in the Default
Rights section for the roles within the area you specified in step 3.

Modify allowed categories and allowed statuses

Applies to User Roles:

System Administrator

For both roles and areas, an administrator can specify in the Allowed Categories and Allowed Statuses
fields the categories and statuses for which a role has rights within an area. Before you can do this, you
must first update the applicable data policy record. These rights give a role in combination with the
other rights access to the specific categories and statuses selected. When no selections are made for
Allowed Categories or Allowed Statuses, the role has access to all categories or statuses within the
area.

You must first ensure that the data policy record for the role within an area has been updated to include
the Allowed Categories and Allowed Statuses fields.

Note: When you add a new setting, it is only inherited when you add a new role.

To modify Allowed Categories and Allowed Statuses, follow the steps below:

1. Click System Administration > Security > Roles.

2. Use search to display a list of roles.

3. Select the role to update.

4. Select the area you want to update.

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5. Select the allowed categories and the allowed Statuses from the drop-down lists.

6. Click Save.

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 Chapter 6: Controlling user access and security
The System Administrator can control user access to HP Service Manager in the following five ways:

1. Setting individual access restrictions in operator records

n Assigning capability words to operators

n Assigning operators to application profiles

n Assigning roles to operators

n Assigning operators to assignment groups

n Assigning operators to security groups

n Assigning operators to user role descriptions

n Creating a login profile

n Modifying field-level rights

n Enabling application time limits

n Enabling file attachment restrictions

n Enabling password requirements

n Enabling printing restrictions

n Enabling user session restrictions

2. Setting access restrictions by tailoring the application layer

n Creating displayoptions and displayscreens

n Creating document engine objects, states, and processes

n Creating formatctrl

n Creating menus

n Defining DVD controls

3. Setting global access restrictions in the System Wide Company record

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n Enabling account expiration times

n Enabling active integrations to external applications

n Enabling application time limits

n Enabling login restrictions

n Enabling password requirements

4. Setting global access restrictions to application tables in Mandanten

n Defining security group access to database tables

n Filtering records visible to users by security groups

n Limiting access to records by adding security group restricting queries

5. Setting global access restrictions in the initialization file:

n Defining named users and restricting login to these named users only

n Enabling Secure socket layer (SSL) connections between the server and clients

n Enabling shared Mandanten file restrictions

In some cases, these five levels of access restrictions describe the same settings. In such cases,
Service Manager uses the following precedence to determine what access restrictions apply:

1. Settings in the initialization file override all other security settings

2. Tailoring settings override security settings in individual operator records and the System Wide
Company Record

3. Settings in an individual operator records and Mandanten override security settings in the System
Wide Company Record

4. Settings in the System Wide Company Record apply to all operators that have no other security
settings

HP proprietary records
Some HP proprietary records in HP Service Manager are identified by the words HP Proprietary near
the right corner of the screen and are read-only. Having these records as read-only will help future
Service Manager upgrades.

Note: In this release, no out-of-box records will be marked as HP Proprietary.

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Ongoing maintenance
The Ongoing Maintenance menu enables a System Administrator to access an operator record to view
user and contact information, application profile privileges, and the Mandanten utility. If you use the
ongoing maintenance menu and have administrative rights, you can also access and control several
users or a group from a single application.

As an Application Administrator, you can add or edit users and manage user profiles from within HP
Service Manager applications. You can restrict certain user rights and control the forms that users see
when they access different parts of an application.

Environment record
Each application has an Environment record, which defines options that affect the functionality of an
application for all users. Some of the typical options stored in the Environment record include:

l Relationship model

l Access rights

l Default category

Service Manager record relationship models

HP Service Manager Service Desk relationship models are methods to control the relationships
between records inside Service Manager. The Service Desk relationship models affect four record
types: Service Desk interaction records, Incident Management incident tickets, Change Management
change requests, and Request Management quote orders. A Service Desk Agent can:

l Open an incident, complaint, or request for information in Incident Management

l Open a request for change in Change Management

l Open a Request Management quote to order a product or service

For example, if a user complains that a printer has stopped working and the Service Desk Agent
determines that an older printer is not compatible with a new laptop, the agent can open a Request
Management quote to order a new printer for the user. Once the order is placed, the Service Desk
Agent can close the interaction record and add the quote order number for the new printer to the
resolution note of the interaction. The quote order is also associated to the interaction record, so
that even though the interaction is at a closed status the agent can refer back to the closed
interaction to check the status of the related quote order.

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The following can be set in the Service Desk Environment Profile record and are models for managing
Service Desk record relationships:

l Full Service Desk Model: In this model, the state of a Service Desk interaction record changes
when each related record closes. The closed state of an interaction record depends on the
notification value chosen for the "Notify By" field in the interaction record. For example, if the
notification value is "Telephone," the interaction record has a required action before it is closed. This
action describes why the customer must be contacted. It also prevents the interaction record from
closing until all required actions are complete. In this case, the interaction record goes into the
Open-Callback state before it is closed. For more information, see Full Service Desk model.

l All Records close Independently: In this model, all Service Desk interaction records close
independently. The state of related records does not affect closing an interaction record, and closing
the interaction record does not affect related records.

l Close Interactions when Related Record closes: In this model, when the last related record
closes, the Service Desk interaction record closes.

l Cannot close Related Record until Interactions are closed: In this model, records related to a
Service Desk interaction cannot close until the interaction record is closed.

l Cannot close Interactions until Related Records are closed: In this model, a Service Desk
interaction record cannot close until all related Incident Management tickets, Change Management
requests, and Request Management quotes are closed.

Full Service Desk model

In this model, the state of a Service Desk interaction record changes when each related record closes,
depending on the value of the Notify By field in the interaction record. The following notification options
are available.

Option Description

None The interaction record closes.

Email Service Desk sends an email to the contact listed in the interaction record. The email
informs the contact that the related record is closed. Service Desk closes the
interaction record.

Page Service Desk sends a page to the contact listed in the interaction record. Service Desk
closes the interaction record.

Telephone The interaction record has a required action. This action describes why the customer
must be contacted. It also prevents the interaction record from closing until all required
actions are complete. The interaction record goes into the Open-Callback state.

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Status progression
HP Service Manager applications have a logical status progression as a service desk interaction,
incident, change task, or problem task moves through its individual life cycle. The following table
describes the out-of-box status values that Service Manager assigns to these applications.

Application Status progression

Change Management (tasks) Initial

Closed

Incident Management Open

Work in progress

Pending customer

Pending vendor

Pending other

Referred

Resolved

Closed

Root Cause (tasks) Open

Closed

Service Desk Open

Open - Idle

Open - Linked

Open - Callback

Closed

Application profiles
Application profiles are security settings that determine which features a user can access from a
particular HP Service Manager application. Each of the seven Service Manager applications has a set
of application profiles that determine which features a user can see. An application profile defines the
access settings that a particular business function or role has to the application. Typically, System
Administrators assign application profiles as part of user role descriptions, but the administrator can
also assign an individual application profile that overrides the default settings of a user role.

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Users must have an application profile in their operator record to access any application. Each out-of-
box application has a profile record named Default to use when a profile does not exist. Each
application also has a setting to enable access to the application using only the Default profile.

For example, records in the smenv table store Service Desk rights and privileges information, such as
whether a user can close a service desk interaction record. Profiles also store information that may
affect the way an application looks and behaves, such as defining a personal search form for a user.

Application profile authentication

When a user attempts to access one of the applications, Service Manager does the following:

1. Retrieves the profile name from the operator record and accesses the profile record for the specific
application.

2. If Service Manager cannot find a user profile, it uses the Default profile.

3. If Service Manager cannot find a user profile, and the setting to use the Default profile is disabled,
the user is denied access to the application.

Default application profiles

Click an application for the list of default profiles for that application.

l "Application profiles: Configuration Management" on page 111

l "Application profiles: Contract Management" on page 152

l "Application profiles: Incident Management" on page 114

l "Application profiles: Knowledge Management" on page 135

l "Application profiles: Request Management" on page 139

l "Application profiles: Problem Management" on page 127

l "Application profiles: Service Desk" below

l "Application profiles: Service Level Management" on page 138

Application profiles: Service Desk

The default application profiles for Service Desk contain the following values.

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Service Desk

service
self servic desk
Profile DEFAUL approve helpdes initiato servic e desk manage sysadmi
name T r k tech r e agent r n

Security
Rights

New FALSE FALSE TRUE TRUE TRUE TRUE TRUE TRUE

Close FALSE FALSE TRUE FALSE TRUE TRUE TRUE TRUE

Update never Always Always Never Alway Alway Always Always

s s

View TRUE TRUE TRUE TRUE TRUE TRUE TRUE TRUE

Allowed
statuses

Approval
groups

Advanced TRUE TRUE TRUE TRUE TRUE TRUE TRUE TRUE

search

Use FALSE FALSE FALSE FALSE FALSE FALSE FALSE FALSE

operator
full name

Can FALSE FALSE FALSE FALSE FALSE FALSE FALSE TRUE

create
personal
views

Can FALSE FALSE FALSE FALSE FALSE FALSE FALSE TRUE

create
system
views

Can notify FALSE FALSE FALSE FALSE FALSE FALSE FALSE TRUE

Lock on FALSE FALSE FALSE FALSE FALSE FALSE FALSE FALSE

display

Alternate FALSE FALSE FALSE FALSE FALSE FALSE FALSE TRUE

views

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service
self servic desk
Profile DEFAUL approve helpdes initiato servic e desk manage sysadmi
name T r k tech r e agent r n

Modify FALSE FALSE FALSE FALSE FALSE FALSE TRUE TRUE

Template
s

Template FALSE FALSE FALSE FALSE FALSE FALSE TRUE TRUE

Mass
Update

Complex FALSE FALSE FALSE FALSE FALSE FALSE FALSE TRUE

Mass
Update

Mass FALSE FALSE FALSE FALSE FALSE FALSE FALSE TRUE

Close

Delegate FALSE FALSE FALSE FALSE FALSE FALSE FALSE FALSE

Approvals

Forms

Pr
ofil
e service service sysa
na DEFAUL helpdesk self desk desk dmi
me T approver tech initiator service agent manager n

Initi Inter
al actio
vie ns I
w Regi
ster
ed

Initi SD.open.i SD.open.i SD.open.i

al nteraction nteraction nteraction
for
ma
t

Edi SD.updat SD.approv SD.updat

t e.interacti al.interacti e.interacti
for on on on
ma
t

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Pr
ofil
e service service sysa
na DEFAUL helpdesk self desk desk dmi
me T approver tech initiator service agent manager n

Se SD.searc SD.search SD.searc SD.searc SD.searc SD.searc SD.

arc h h h h h sear
h ch
for
ma
t

List
for
ma
t

Ma sc.manag sc.manag sc.manag sc.manag sc.manag sc.manag sc.manag

nag e.interacti e.interacti e.interacti e.interacti e.interacti e.interacti e.interacti
e on on on on on on on
for
ma
t

Pri SD.print SD.print SD.print SD.print SD.print SD.print SD.

nt print
for
ma
t

ES ess.SD.o
S pen
initi
al
for
ma
t

ES ess.SD.u
S pdate.edit
edit
for
ma
t

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Pr
ofil
e service service sysa
na DEFAUL helpdesk self desk desk dmi
me T approver tech initiator service agent manager n

ES ess.SD.s
S earch
sea
rch
for
ma
t

ES ess.SD.q
S be
list
for
ma
t

Def
ault
Te
mpl
ate

Ap
pen
d
que
ry

Ne TRUE TRUE TRUE TRUE TRUE TRUE TRUE FAL

w SE
thr
ea
d:
Vie
w --
Se
arc
h

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Pr
ofil
e service service sysa
na DEFAUL helpdesk self desk desk dmi
me T approver tech initiator service agent manager n

Ne FALSE FALSE FALSE FALSE FALSE FALSE FALSE FAL

w SE
thr
ea
d:
Se
arc
h --
List

Ne FALSE FALSE FALSE FALSE FALSE FALSE FALSE FAL

w SE
thr
ea
d:
List
--
Edi
t

Ne TRUE TRUE TRUE TRUE TRUE TRUE TRUE FAL

w SE
thr
ea
d:
Vie
w --
Edi
t

Application profiles: Change Management

The default application profiles for Change Management contain the following values.

Note: In Area, a is for All, c is for Changes, and t is for Tasks.

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ch
an
ge chan
cha an ge chan pro
nge al cha coor ge cha eme ble
N KM KM SD ana yst nge dinat coor nge rgen m
a DEF coor rev agent/ lyst ta app or dinat ma cy ini ma sys
m AU dinat iew manag cha sk rov chan or na grou tiat na ad
e LT or er er nge s er ge tasks ger p or ger min

Pr a a a a (All) c t a c t a a a a a
of (All) (All) (Al (Ch (T (All) (Cha (Tas (All) (All) (Al (All) (All)
ile l) ang as nges) ks) l)
Ar es) ks)
ea

Security Rights

On this tab, in the Allowed statuses field is blank for all profiles, but can be updated by a System
Administrator.

ch
an
ge ch
an an chan
al ge ge chan cha pro
ys an cha coor ge ng eme ble
KM KM SD t aly nge dinat coor e rgen m
DE coor rev agent/ ch st ap or dinat ma cy ini ma sys
Na FA dinat iew mana an tas pro chan or na grou tia na ad
me ULT or er ger ge ks ver ge tasks ger p tor ger min

Ne TRU TRUE TRU TRU TR TRU TR TR TR

w E E E UE E UE UE UE

Clo TRU TR TRU TRU TR TRU TR

se E UE E E UE E UE

Upd Nev Alwa Ne Alway Ne Wh Ne Whe Alwa Alw Alwa Al Ne Alw

ate er ys ver s ve en ver n ys ays ys wa ver ays
r ass assig ys
ign ned
ed

Vie TR TRU TR TRUE T TR TR TRU TRU TR TRU TR TR TR

w UE E UE R UE UE E E UE E UE UE UE
U
E

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ch
an
ge ch
an an chan
al ge ge chan cha pro
ys an cha coor ge ng eme ble
KM KM SD t aly nge dinat coor e rgen m
DE coor rev agent/ ch st ap or dinat ma cy ini ma sys
Na FA dinat iew mana an tas pro chan or na grou tia na ad
me ULT or er ger ge ks ver ge tasks ger p tor ger min

Upd TRU TR TRU TR

ate E UE E UE
whe
n
clos
ed

Reo TRU TRU TR TR

pen E E UE UE

Cop TRU TRU TRU TR TRU TR TR

y E E E UE E UE UE
and
ope
n

Wit TRUE
hdra
w

Sec
urity
stat
use
s

Cha TRU TRU TR TRU TR

nge E E UE E UE
cate
gory

Cha TRU TRU TR TRU TR

nge E E UE E UE
pha
se

Aler TRU TRUE T TR TR TRU TRU TR TRU TR TR TR

ts E R UE UE E E UE E UE UE UE
U
E

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ch
an
ge ch
an an chan
al ge ge chan cha pro
ys an cha coor ge ng eme ble
KM KM SD t aly nge dinat coor e rgen m
DE coor rev agent/ ch st ap or dinat ma cy ini ma sys
Na FA dinat iew mana an tas pro chan or na grou tia na ad
me ULT or er ger ge ks ver ge tasks ger p tor ger min

Cal TRU TR TRU TRU TR TRU TR

cula E UE E E UE E UE
te
risk

Sea TRU TR TR TRU TRU TR TRU TR TR

rch E UE UE E E UE E UE UE
for
dupl
icat
es

Can TRU TR TR TRU TRU TR TRU TR TR

notif E UE UE E E UE E UE UE
y

Alte TRU TR TR TRU TRU TR TRU TR TR

rnati E UE UE E E UE E UE UE
ve
vie
ws

Rev TRU TR TRU TRU TR TRU TR

iew E UE E E UE E UE

List TRU TR TRUE T TR TR TRU TRU TR TRU TR TR TR

pag E UE R UE UE E E UE E UE UE UE
es U
E

Sho TRU TRUE T TR TRU TRU TR TRU TR TR

w E R UE E E UE E UE UE
pare U
nt E

Tas TRU TR TR TRU TRU TR TRU TR TR

ks E UE UE E E UE E UE UE

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ch
an
ge ch
an an chan
al ge ge chan cha pro
ys an cha coor ge ng eme ble
KM KM SD t aly nge dinat coor e rgen m
DE coor rev agent/ ch st ap or dinat ma cy ini ma sys
Na FA dinat iew mana an tas pro chan or na grou tia na ad
me ULT or er ger ge ks ver ge tasks ger p tor ger min

Mod TR
ify UE
Tem
plat
e

Tem TR
plat UE
e
Mas
s
Upd
ate

Co TR
mpl UE
ex
Mas
s
Upd
ate

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SC Manage

cha cha
cha cha nge nge
D SD nge nge cha coo coo eme pro
N EF KM KM age anal anal nge rdin rdin cha rge ble
a A coo revi nt/m yst yst app ator ator nge ncy m sysa
m U rdin ewe ana cha task rove cha task man gro initi man dmi
e LT ator r ger nge s r nge s ager up ator ager n

C sc. sc. sc. sc. sc. sc. sc. sc. sc. sc. sc. sc. sc.
h man man man man man man man man man man man man man
a age. age. age. age. age. age. age. age. age. age. age. age. age.
n cmr cmr cmr cmr cmr cmr cmr cmr cmr cmr cmr cmr cmr
g
e
M
a
n
a
g
e
F
o
r
m
a
t

T sc. sc. sc. sc. sc. sc. sc. sc. sc. sc. sc. sc. sc.
a man man man man man man man man man man man man man
s age. age. age. age. age. age. age. age. age. age. age. age. age.
k cmt cmt cmt cmt cmt cmt cmt cmt cmt cmt cmt cmt cmt
M
a
n
a
g
e
F
o
r
m
a
t

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cha cha
cha cha nge nge
D SD nge nge cha coo coo eme pro
N EF KM KM age anal anal nge rdin rdin cha rge ble
a A coo revi nt/m yst yst app ator ator nge ncy m sysa
m U rdin ewe ana cha task rove cha task man gro initi man dmi
e LT ator r ger nge s r nge s ager up ator ager n

I All All All All All All All All All All All All All
ni open open Ope Ope Ope Ope Ope Ope Ope open open Ope Ope
ti RF RF n n n n n n n RF RF n n
al Cs Cs Cha Cha Cha Cha Cha Cha Cha Cs Cs Cha Rele
C nges nges nges nges nges nges nges nges ases
h
a
n
g
e
V
ie
w

I All All All Ope Ope Ope Ope Ope All All All All All
ni Ope Ope Ope n n n n n Ope Ope Ope Ope Ope
ti n n n Cha Cha Cha Cha Cha n n n n n
al Tas Tas Cha nge nge nge nge nge Tas Tas Tas Cha Tas
T ks ks nge Tas Tas Tas Tas Tas ks ks ks nge ks
a Tas ks ks ks ks ks Tas
s ks Assi Assi Assi Assi Assi ks
k gned gned gned gned gned
V to to to to to
ie My My My My My
w Gro Gro Gro Gro Gro
up up up up up

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Approvals/Groups

pr
ch ob
K cha cha chang an em le
M nge nge cha e chang ge erg m
DE KM re SD ana ana nge coordi e ma enc ini ma sys
FA coo vie agent lyst lyst app nator coordi na y tia na ad
Na UL rdin we /man cha task rov chang nator ge gro to ge mi
me T ator r ager nge s er e tasks r up r r n

Ca TR TR TR TRUE TR TR T TR
n UE U UE UE UE R UE
ac E U
ce E
ss
ap
pro
val
s

Ca TR TR TR TR
n UE UE UE UE
ov
erri
de
ap
pro
val
s

Ca TR TRUE TR TR TR
n UE UE UE UE
ma
ss
ap
pro
ve

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pr
ch ob
K cha cha chang an em le
M nge nge cha e chang ge erg m
DE KM re SD ana ana nge coordi e ma enc ini ma sys
FA coo vie agent lyst lyst app nator coordi na y tia na ad
Na UL rdin we /man cha task rov chang nator ge gro to ge mi
me T ator r ager nge s er e tasks r up r r n

Ca
n
Del
eg
ate
Ap
pro
val
s

Ma
na
ger
Gr
oup

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pr
ch ob
K cha cha chang an em le
M nge nge cha e chang ge erg m
DE KM re SD ana ana nge coordi e ma enc ini ma sys
FA coo vie agent lyst lyst app nator coordi na y tia na ad
Na UL rdin we /man cha task rov chang nator ge gro to ge mi
me T ator r ager nge s er e tasks r up r r n

Ap Serv Servic App App App COOR COOR Se E- E-

pro ice e licat licat licat DINAT DINAT rvi CA CA
val Man Desk ion, ion, ion, OR OR ce B B,
Gr ager SA SA Fiel Ma E-
ou P P d na mai
ps Sup Sup Sup ger l/
port port port We
(Nor (Nor (Nor bm
th th th ail
Am Am Am (No
eric eric eric rth
a) a) a), Am
Har eric
dwa a),
re, Har
Net dw
wor are,
k, Net
Ser wor
vice k,
Man Ser
ager vic
e
Ma
nag
er

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pr
ch ob
K cha cha chang an em le
M nge nge cha e chang ge erg m
DE KM re SD ana ana nge coordi e ma enc ini ma sys
FA coo vie agent lyst lyst app nator coordi na y tia na ad
Na UL rdin we /man cha task rov chang nator ge gro to ge mi
me T ator r ager nge s er e tasks r up r r n

Re Serv Se Servic App App App COOR COOR E- E- E-

vie ice rvi e licat licat licat DINAT DINAT CA CA CA
w Man ce Desk ion, ion, ion, OR OR B, B B,
Gr ager Ma SA SA Fiel Se E-
ou na P P d rvi mai
ps ger Sup Sup Sup ce l/
port port port Ma We
(Nor (Nor (Nor na bm
th th th ger ail
Am Am Am (No
eric eric eric rth
a) a) a), Am
Har eric
dwa a),
re, Har
Net dw
wor are,
k, Net
Ser wor
vice k
Man
ager

Query

ch ch
an an
ge ge chan
an an ge chan cha pro
al al cha coor ge ng eme ble
KM KM SD yst yst nge dinat coor e rgen m
DEF coor rev agent/ ch ta app or dinat ma cy ini ma sys
Na AU dinat iew manag an sk rov chan or na grou tiat na ad
me LT or er er ge s er ge tasks ger p or ger min

Acti TR TRU TR TRUE T T TR TRU TRU TR TRU TR TR

ve UE E UE R R UE E E UE E UE UE
U U
E E

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ch ch
an an
ge ge chan
an an ge chan cha pro
al al cha coor ge ng eme ble
KM KM SD yst yst nge dinat coor e rgen m
DEF coor rev agent/ ch ta app or dinat ma cy ini ma sys
Na AU dinat iew manag an sk rov chan or na grou tiat na ad
me LT or er er ge s er ge tasks ger p or ger min

Exp TR TRU TRUE T T TRU TRU TR TRU TR TR

ert UE E R R E E UE E UE UE
Sea U U
rch E E

All TRU TR TRUE T T TR TRU TRU TR TRU TR TR TR

E UE R R UE E E UE E UE UE UE
U U
E E

Cle TR TRU TRUE T T TRU TRU TR TRU TR TR

ar UE E R R E E UE E UE UE
U U
E E

Def TR TRU TRUE T T TRU TRU TR TRU TR TR

erre UE E R R E E UE E UE UE
d U U
E E

Ina TR TRU TRUE T T TRU TRU TR TRU TR TR

ctiv UE E R R E E UE E UE UE
e U U
E E

Inef TRU TR TRUE T T TR TRU TRU TR TRU TR TR

ficie E UE R R UE E E UE E UE UE
nt U U
Que E E
ry

Mo TRU TR TRUE T T TR TRU TRU TR TRU TR TR

d E UE R R UE E E UE E UE UE
Tim U U
e E E
Limi
t

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ch ch
an an
ge ge chan
an an ge chan cha pro
al al cha coor ge ng eme ble
KM KM SD yst yst nge dinat coor e rgen m
DEF coor rev agent/ ch ta app or dinat ma cy ini ma sys
Na AU dinat iew manag an sk rov chan or na grou tiat na ad
me LT or er er ge s er ge tasks ger p or ger min

Res TRU TR TRUE T T TRU TRU TR TRU TR TR

tore E UE R R E E UE E UE UE
U U
E E

Ski TRU TR TRUE T T TR TRU TRU TR TRU TR TR

p E UE R R UE E E UE E UE UE
War U U
ning E E

App
end
Que
ry

Initi
al
For
mat

QB
E
For
mat

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Category

ch ch
an an
ge ge
an an chan chan
al al ge ge cha pro
ys ys cha coor coor ng eme ble
KM KM SD t t nge dinat dinat e rgen m
DE coor revi agent/ ch ta ap or or ma cy ini ma sys
Na FA dinat ewe mana an sk pro chan task na grou tia na ad
me ULT or r ger ge s ver ge s ger p tor ger min

Def KM KM
ault Docu Doc
Cha ment ume
nge nt
Cat
egor
y

Def
ault
Tas
k
Cat
egor
y

Allo
wed
Cat
egor
ies

Application profiles: Configuration Management

The default application profiles for Configuration Management contain the following values.

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configurat
ion configurat
Profile DEFAU administr administr ion coordina sysad tools
name LT ator ator auditor tor min tech admin

Securit
y
Rights

New FALSE FALSE TRUE TRUE TRUE TRUE TRU FALS

E E

Delete FALSE TRUE FALSE FALSE TRUE TRUE FAL FALS

SE E

Update Never Never Always Always Always Always Alwa When

ys assign
ed

View TRUE TRUE TRUE TRUE TRUE TRUE TRU TRUE

E

Allowe
d
statuse
s

Templa FALSE FALSE FALSE FALSE FALSE TRUE FAL FALS

te SE E
Mass
Update

Comple FALSE FALSE FALSE FALSE FALSE TRUE FAL FALS

x Mass SE E
Update

Mass FALSE FALSE FALSE FALSE FALSE TRUE FAL FALS

Delete SE E

Advanc TRUE TRUE TRUE TRUE TRUE TRUE TRU TRUE

ed E
search

Allow FALSE TRUE FALSE FALSE FALSE TRUE FAL FALS

inefficie SE E
nt
query

Skip FALSE TRUE FALSE FALSE FALSE TRUE FAL FALS

query SE E
warning

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configurat
ion configurat
Profile DEFAU administr administr ion coordina sysad tools
name LT ator ator auditor tor min tech admin

Alternat TRUE TRUE TRUE TRUE TRUE TRUE FAL

e views SE

Change FALSE FALSE FALSE FALSE FALSE TRUE FAL TRUE

device SE
type

Open FALSE FALSE FALSE TRUE TRUE TRUE FAL FALS

incident SE E

Reques FALSE FALSE FALSE FALSE TRUE TRUE FAL FALS

t SE E
change

Export FALSE TRUE TRUE TRUE TRUE TRUE FAL FALS

SE E

Require FALSE FALSE FALSE FALSE FALSE FALSE FAL FALS

passwo SE E
rd

Confir FALSE FALSE FALSE FALSE FALSE FALSE FAL FALS

m on SE E
end

Audit FALSE FALSE FALSE TRUE FALSE FALSE FAL FALS

SE E

Searching

configurat
ion configurat tools
Profile DEFAU administra administra ion coordina sysad admi
name LT tor tor auditor tor min tech n

Search
format

Threadi
ng

View -- FALSE FALSE FALSE FALSE FALSE FALSE FAL FAL

Search SE SE

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configurat
ion configurat tools
Profile DEFAU administra administra ion coordina sysad admi
name LT tor tor auditor tor min tech n

Search - FALSE FALSE FALSE FALSE FALSE FALSE FAL FAL

- List SE SE

List -- FALSE FALSE FALSE FALSE FALSE FALSE FAL FAL

Edit SE SE

View -- FALSE FALSE FALSE FALSE FALSE FALSE FAL FAL

Edit SE SE

Device Type Restrictions

configurati
Profil on tools
e DEFAU administrat administrat configurati coordinat sysadm tec admi
name LT or or on auditor or in h n

Restri
ct to
these
types

Application profiles: Incident Management

The default application profiles for Incident Management contain the following values.

Security

ser
vic serv
e ice ser
inci incide inci des des vic
DEF config dent nt dent ope problem k k e
Nam AUL uration anal coord man initi rato manage age man tec sysa
e T auditor yst inator ager ator r r/coord nt ager h dmin

New FALS TRUE FAL TRUE TRU TR TR FALSE TR TRU TR TRU

E SE E UE UE UE E UE E

Close FALS FALSE TR TRUE TRU FAL TR FALSE TR TRU TR TRU

E UE E SE UE UE E UE E

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ser
vic serv
e ice ser
inci incide inci des des vic
DEF config dent nt dent ope problem k k e
Nam AUL uration anal coord man initi rato manage age man tec sysa
e T auditor yst inator ager ator r r/coord nt ager h dmin

Upda Neve Never Wh Alway Alw Nev Wh Always Alw Alw Alw Alwa
te r en s ays er en ays ays ays ys
assi assi
gne gne
d d

View TRU TRUE TR TRUE TRU TR TR TRUE TR TRU TR TRU

E UE E UE UE UE E UE E

Inacti FALS FALSE TR TRUE TRU FAL TR FALSE TR TRU FA TRU

vate E UE E SE UE UE E LS E
E

Mass FALS FALSE FAL FALS FAL FAL FAL FALSE FA FAL FA TRU
Inacti E SE E SE SE SE LS SE LS E
vate E E

Log TRU TRUE TR TRUE TRU TR TR TRUE TR TRU TR TRU

E UE E UE UE UE E UE E

Reop FALS FALSE FAL TRUE TRU FAL FAL FALSE TR TRU TR TRU
en E SE E SE SE UE E UE E

Upda FALS FALSE FAL FALS TRU FAL FAL TRUE FA FAL FA FAL
te E SE E E SE SE LS SE LS SE
when E E
close
d

Allow
ed
statu
ses

Adva TRU TRUE TR TRUE TRU FAL TR TRUE TR TRU TR TRU

nced E UE E SE UE UE E UE E
Sear
ch

Allow TRU TRUE TR TRUE TRU TR TR TRUE TR TRU TR TRU

ineffi E UE E UE UE UE E UE E
cient
query

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ser
vic serv
e ice ser
inci incide inci des des vic
DEF config dent nt dent ope problem k k e
Nam AUL uration anal coord man initi rato manage age man tec sysa
e T auditor yst inator ager ator r r/coord nt ager h dmin

Skip FALS FALSE FAL FALS FAL FAL FAL FALSE FA FAL FA FAL
query E SE E SE SE SE LS SE LS SE
warni E E
ng

Can TRU TRUE TR TRUE TRU TR TR TRUE TR TRU TR TRU

creat E UE E UE UE UE E UE E
e
perso
nal
views

Can FALS FALSE FAL FALS FAL FAL FAL FALSE FA FAL FA TRU
creat E SE E SE SE SE LS SE LS E
e E E
syste
m
views

Can FALS FALSE FAL FALS FAL FAL FAL FALSE FA FAL FA FAL
notify E SE E SE SE SE LS SE LS SE
E E

Lock FALS FALSE FAL FALS FAL FAL FAL FALSE FA FAL FA FAL
on E SE E SE SE SE LS SE LS SE
displ E E
ay

Alter TRU FALSE FAL FALS FAL FAL FAL FALSE FA FAL FA FAL
nate E SE E SE SE SE LS SE LS SE
views E E

Can FALS FALSE FAL FALS FAL FAL FAL FALSE FA FAL FA TRU
susp E SE E SE SE SE LS SE LS E
end E E

Can FALS FALSE FAL FALS FAL FAL FAL FALSE FA FAL FA TRU
unsu E SE E SE SE SE LS SE LS E
spen E E
d

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ser
vic serv
e ice ser
inci incide inci des des vic
DEF config dent nt dent ope problem k k e
Nam AUL uration anal coord man initi rato manage age man tec sysa
e T auditor yst inator ager ator r r/coord nt ager h dmin

Mark FALS FALSE TR TRUE TRU FAL TR FALSE FA FAL FA FAL

probl E UE E SE UE LS SE LS SE
em E E
candi
date

Sear TRU TRUE TR TRUE TRU TR TR TRUE TR TRU TR TRU

ch for E UE E UE UE UE E UE E
dupli
cates

Chan FALS FALSE FAL FALS TRU TR FAL FALSE FA FAL FA TRU
ge E SE E E UE SE LS SE LS E
categ E E
ory

Note FALS FALSE FAL FALS FAL TR FAL FALSE FA FAL FA TRU
s E SE E SE UE SE LS SE LS E
E E

Overr FALS FALSE FAL FALS FAL TR FAL FALSE FA FAL FA FAL
ide E SE E SE UE SE LS SE LS SE
E E

Can FALS FALSE FAL FALS FAL FAL FAL FALSE FA FAL FA FAL
use E SE E SE SE SE LS SE LS SE
callb E E
ack
list

Modif FALS FALSE FAL FALS FAL FAL FAL FALSE FA FAL FA TRU
y E SE E SE SE SE LS SE LS E
Temp E E
late

Temp FALS FALSE FAL FALS FAL FAL FAL FALSE FA FAL FA TRU
late E SE E SE SE SE LS SE LS E
Mass E E
Upda
te

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ser
vic serv
e ice ser
inci incide inci des des vic
DEF config dent nt dent ope problem k k e
Nam AUL uration anal coord man initi rato manage age man tec sysa
e T auditor yst inator ager ator r r/coord nt ager h dmin

Com FALS FALSE FAL FALS FAL FAL FAL FALSE FA FAL FA TRU
plex E SE E SE SE SE LS SE LS E
Mass E E
Upda
te

Mass FALS FALSE FAL FALS FAL FAL FAL FALSE FA FAL FA TRU
Close E SE E SE SE SE LS SE LS E
E E

Forms

probl
confi incid em servi
N gurat incid ent incid man servi ce
a DEF ion ent coor ent ager/ ce desk servi
m AUL audit analy dinat man initia oper coor desk man ce sysa
e T or st or ager tor ator d agent ager tech dmin

D
e
f
a
ul
t
c
a
t
e
g
o
r
y

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probl
confi incid em servi
N gurat incid ent incid man servi ce
a DEF ion ent coor ent ager/ ce desk servi
m AUL audit analy dinat man initia oper coor desk man ce sysa
e T or st or ager tor ator d agent ager tech dmin

Q
B
E
f
o
r
m
a
t

S apm. apm. apm. apm. apm. apm. apm. apm. apm. apm. apm. apm.
e searc searc searc searc searc searc searc searc searc searc searc searc
a h.pro h.pro h.pro h.pro h.pro h.pro h.pro h.pro h.pro h.pro h.pro h.pro
r bsum bsum bsum bsum bsum bsum bsum bsum bsum bsum bsum bsum
c mary mary mary mary mary mary mary mary mary mary mary mary
h
f
o
r
m
a
t

M sc.m sc.m sc.m sc.m sc.m sc.m sc.m sc.m sc.m sc.m sc.m sc.m
a anag anag anag anag anag anag anag anag anag anag anag anag
n e.pro e.pro e.pro e.pro e.pro e.pro e.pro e.pro e.pro e.pro e.pro e.pro
a blem blem blem blem blem blem blem blem blem blem blem blem
g
e
f
o
r
m
a
t

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probl
confi incid em servi
N gurat incid ent incid man servi ce
a DEF ion ent coor ent ager/ ce desk servi
m AUL audit analy dinat man initia oper coor desk man ce sysa
e T or st or ager tor ator d agent ager tech dmin

I Open Open Open Open Open Open Open Open Open Open Open All
ni Incid Incid Incid Incid Incid Incid Incid Incid Incid Incid Incid Open
ti ents ents ents ents ents ents ents ents ents ents ents Incid
al Assig Assig Assig Assig Assig Assig Assig Assig Assig Assig Assig ents
vi ned ned ned ned ned ned ned ned ned ned ned
e To To To To To To To To To To To
w Me Me Me Me Me Me Me Me Me Me Me

I
ni
ti
al
f
o
r
m
a
t

I FALS FALS FALS FALS FALS FALS FALS FALS FALS FALS FALS FALS
ni E E E E E E E E E E E E
ti
al
s
c
ri
p
t

R FALS FALS FALS FALS FALS FALS FALS FALS FALS FALS FALS FALS
e E E E E E E E E E E E E
s
ol
u
ti
o
n
s
c
ri
p
t

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probl
confi incid em servi
N gurat incid ent incid man servi ce
a DEF ion ent coor ent ager/ ce desk servi
m AUL audit analy dinat man initia oper coor desk man ce sysa
e T or st or ager tor ator d agent ager tech dmin

A
u
t
o
-
n
o
ti
f
y
f
o
r
m
a
t

V IM.br IM.br IM.br IM.br IM.br IM.br IM.br IM.br IM.br IM.br IM.br IM.br
ie owse owse owse owse owse owse owse owse owse owse owse owse
w
f
o
r
m
a
t

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probl
confi incid em servi
N gurat incid ent incid man servi ce
a DEF ion ent coor ent ager/ ce desk servi
m AUL audit analy dinat man initia oper coor desk man ce sysa
e T or st or ager tor ator d agent ager tech dmin

I
n
ci
d
e
n
t
m
a
c
r
o
m
ai
l
f
o
r
m
a
t

D FALS TRU
e E E
f
a
ul
t
t
e
m
pl
a
t
e

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probl
confi incid em servi
N gurat incid ent incid man servi ce
a DEF ion ent coor ent ager/ ce desk servi
m AUL audit analy dinat man initia oper coor desk man ce sysa
e T or st or ager tor ator d agent ager tech dmin

N
e
w
t
h
r
e
a
d
:
V
ie
w
--
S
e
a
r
c
h

N
e
w
t
h
r
e
a
d
:
S
e
a
r
c
h
--
Li
s
t

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probl
confi incid em servi
N gurat incid ent incid man servi ce
a DEF ion ent coor ent ager/ ce desk servi
m AUL audit analy dinat man initia oper coor desk man ce sysa
e T or st or ager tor ator d agent ager tech dmin

N
e
w
t
h
r
e
a
d
:
Li
s
t
--
E
di
t

N
e
w
t
h
r
e
a
d
:
V
ie
w
--
E
di
t

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probl
confi incid em servi
N gurat incid ent incid man servi ce
a DEF ion ent coor ent ager/ ce desk servi
m AUL audit analy dinat man initia oper coor desk man ce sysa
e T or st or ager tor ator d agent ager tech dmin

A
s
si
g
n
m
e
n
t
g
r
o
u
p
s

A
u
t
h
o
ri
z
e
d
c
a
t
e
g
o
ri
e
s

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Incident matching options

ser
vic serv
inci e ice ser
den incide inci de des vic
DEF config t nt dent ope problem sk k e
AUL uration ana coord man initi rato manage ag man tec sysa
Name T auditor lyst inator ager ator r r/coord ent ager h dmin

Check TRU TRUE TR TRUE TR TR TR TRUE TR TR TR TRU

similar E UE UE UE UE UE UE UE E
proble
ms

Check FALS FALSE FAL FALS FAL FAL FAL FALSE FA FAL FA FAL
similar E SE E SE SE SE LS SE LS SE
incide E E
nts

Check TRU TRUE TR TRUE TR TR TR TRUE TR TR TR TRU

incide E UE UE UE UE UE UE UE E
nt
duplic
ates
on
config
uration
items

Check FALS FALSE FAL FALS FAL FAL FAL FALSE FA FAL FA FAL
incide E SE E SE SE SE LS SE LS SE
nt E E
duplic
ates
on
related
config
uration
items

Max
levels

Max
hits

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Application profiles: Problem Management

The default application profiles for Problem Management contain the following values.

Problems

problem problem problem

Name DEFAULT initiator analyst coordinator manager reviewer sysadmin

Security

New FALSE TRUE FALSE TRUE TRUE FALSE TRUE

Close FALSE FALSE TRUE TRUE TRUE FALSE TRUE

Update Never Never When When Always Never Always

assigned assigned

Reopen FALSE FALSE TRUE FALSE TRUE FALSE TRUE

View TRUE TRUE TRUE TRUE TRUE TRUE TRUE

Update FALSE FALSE FALSE FALSE TRUE FALSE FALSE

when closed

Allowed
statuses

Change FALSE FALSE FALSE FALSE FALSE FALSE FALSE

Category

Change FALSE FALSE FALSE FALSE FALSE FALSE FALSE

Phase

Post to FALSE FALSE FALSE TRUE TRUE FALSE TRUE

Knowledge

Create FALSE TRUE FALSE TRUE TRUE FALSE TRUE

Known Error

Template FALSE FALSE FALSE FALSE TRUE FALSE TRUE

Mass
Update

Complex FALSE FALSE FALSE FALSE TRUE FALSE TRUE

Mass
Update

Views FALSE FALSE TRUE TRUE TRUE FALSE TRUE

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problem problem problem

Name DEFAULT initiator analyst coordinator manager reviewer sysadmin

Advanced TRUE TRUE FALSE FALSE FALSE TRUE TRUE

Search

Use FALSE FALSE FALSE FALSE FALSE FALSE FALSE

Operator Full
Name

Can Create FALSE FALSE TRUE TRUE TRUE FALSE TRUE

Personal
Views

Can Create FALSE FALSE FALSE TRUE TRUE FALSE TRUE

System
Views

Lock on FALSE FALSE FALSE FALSE FALSE FALSE FALSE

Display

Allow FALSE FALSE TRUE TRUE TRUE FALSE TRUE

Inefficient
Query

Skip Query FALSE FALSE FALSE FALSE FALSE FALSE TRUE

Warning

Assignment
Groups

Views

Initial Inbox

Initial Format

Edit Format

Search
Format

List Format

Manage
Format

Print Format

Open Script

Resolution
Script

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problem problem problem

Name DEFAULT initiator analyst coordinator manager reviewer sysadmin

Append
Query

New Thread: TRUE FALSE TRUE TRUE TRUE FALSE FALSE

Inbox --
Search

New Thread: TRUE FALSE TRUE TRUE TRUE FALSE FALSE

Search --
List

New Thread: TRUE FALSE TRUE TRUE TRUE FALSE FALSE

List -- Edit

New Thread: TRUE FALSE TRUE TRUE TRUE FALSE FALSE

Inbox -- Edit

Problem Tasks

problem problem problem

Name DEFAULT initiator analyst coordinator manager reviewer sysadmin

Security

New FALSE TRUE FALSE TRUE TRUE FALSE TRUE

Close FALSE FALSE TRUE TRUE TRUE FALSE TRUE

Update When Always Always Always

assigned

Reopen FALSE FALSE FALSE FALSE TRUE FALSE TRUE

View TRUE TRUE TRUE TRUE TRUE TRUE TRUE

Allowed
statuses

Change FALSE FALSE FALSE FALSE FALSE FALSE FALSE

Category

Create FALSE TRUE FALSE FALSE FALSE FALSE TRUE

Known Error

Template FALSE FALSE FALSE FALSE TRUE FALSE TRUE

Mass
Update

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problem problem problem

Name DEFAULT initiator analyst coordinator manager reviewer sysadmin

Complex FALSE FALSE FALSE FALSE TRUE FALSE TRUE

Mass
Update

Views FALSE FALSE TRUE TRUE TRUE FALSE TRUE

Advanced TRUE TRUE FALSE FALSE FALSE TRUE TRUE

Search

Use FALSE FALSE FALSE FALSE FALSE FALSE FALSE

Operator Full
Name

Can Create FALSE FALSE TRUE TRUE TRUE FALSE TRUE

Personal
Views

Can Create FALSE FALSE FALSE TRUE TRUE FALSE TRUE

System
Views

Lock on FALSE FALSE FALSE FALSE FALSE FALSE FALSE

Display

Allow FALSE FALSE TRUE TRUE TRUE FALSE TRUE

Inefficient
Query

Skip Query FALSE FALSE FALSE TRUE TRUE FALSE TRUE

Warning

Assignment
Groups

Views

Initial Inbox

Initial Format

Edit Format

Search
Format

List Format

Manage
Format

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problem problem problem

Name DEFAULT initiator analyst coordinator manager reviewer sysadmin

Print Format

New Thread: FALSE FALSE FALSE FALSE FALSE FALSE FALSE

Inbox --
Search

New Thread: FALSE FALSE FALSE FALSE FALSE FALSE FALSE

Search --
List

New Thread: FALSE FALSE FALSE FALSE FALSE FALSE FALSE

List -- Edit

New Thread: FALSE FALSE FALSE FALSE FALSE FALSE FALSE

Inbox -- Edit

Known Errors

problem problem problem

Name DEFAULT initiator analyst coordinator manager reviewer sysadmin

Security

New FALSE TRUE FALSE TRUE TRUE FALSE TRUE

Close FALSE FALSE TRUE TRUE TRUE FALSE TRUE

Update When Always Always Always

assigned

Reopen FALSE FALSE TRUE FALSE TRUE FALSE TRUE

View TRUE TRUE TRUE TRUE TRUE TRUE TRUE

Update FALSE FALSE FALSE FALSE TRUE FALSE FALSE

when closed

Allowed
statuses

Change FALSE FALSE FALSE FALSE FALSE FALSE FALSE

Category

Change FALSE FALSE FALSE FALSE FALSE FALSE FALSE

Phase

Post to FALSE FALSE FALSE TRUE TRUE FALSE TRUE

Knowledge

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problem problem problem

Name DEFAULT initiator analyst coordinator manager reviewer sysadmin

Template FALSE FALSE FALSE FALSE TRUE FALSE TRUE

Mass
Update

Complex FALSE FALSE FALSE FALSE TRUE FALSE TRUE

Mass
Update

Views FALSE FALSE TRUE TRUE TRUE FALSE TRUE

Advanced TRUE TRUE FALSE FALSE FALSE TRUE TRUE

Search

Use FALSE FALSE FALSE FALSE FALSE FALSE FALSE

Operator Full
Name

Can Create FALSE FALSE TRUE TRUE TRUE FALSE TRUE

Personal
Views

Can Create FALSE FALSE TRUE TRUE TRUE FALSE TRUE

System
Views

Lock on FALSE FALSE FALSE FALSE FALSE FALSE FALSE

Display

Allow FALSE FALSE TRUE TRUE TRUE FALSE TRUE

Inefficient
Query

Skip Query FALSE FALSE FALSE FALSE FALSE FALSE TRUE

Warning

Assignment
Groups

Views

Initial Inbox

Initial Format

Edit Format

Search
Format

List Format

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problem problem problem

Name DEFAULT initiator analyst coordinator manager reviewer sysadmin

Manage
Format

Print Format

Open Script

Resolution
Script

New Thread: FALSE FALSE FALSE FALSE FALSE FALSE FALSE

Inbox --
Search

New Thread: FALSE FALSE FALSE FALSE FALSE FALSE FALSE

Search --
List

New Thread: FALSE FALSE FALSE FALSE FALSE FALSE FALSE

List -- Edit

New Thread: FALSE FALSE FALSE FALSE FALSE FALSE FALSE

Inbox -- Edit

Known Error Tasks

problem problem problem

Name DEFAULT initiator analyst coordinator manager reviewer sysadmin

Security

New FALSE TRUE FALSE TRUE TRUE FALSE TRUE

Close FALSE FALSE TRUE TRUE TRUE FALSE TRUE

Update When Always Always Always

assigned

Reopen FALSE FALSE FALSE FALSE TRUE FALSE TRUE

View TRUE TRUE TRUE TRUE TRUE TRUE TRUE

Allowed
statuses

Template FALSE FALSE FALSE FALSE TRUE FALSE TRUE

Mass
Update

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problem problem problem

Name DEFAULT initiator analyst coordinator manager reviewer sysadmin

Complex FALSE FALSE FALSE FALSE TRUE FALSE TRUE

Mass
Update

Views FALSE FALSE TRUE TRUE TRUE FALSE TRUE

Advanced TRUE TRUE FALSE FALSE FALSE TRUE TRUE

Search

Use FALSE FALSE FALSE FALSE FALSE FALSE FALSE

Operator Full
Name

Can Create FALSE FALSE TRUE TRUE TRUE FALSE TRUE

Personal
Views

Can Create FALSE FALSE FALSE TRUE TRUE FALSE TRUE

System
Views

Lock on FALSE FALSE FALSE FALSE FALSE FALSE FALSE

Display

Allow FALSE FALSE TRUE TRUE TRUE FALSE TRUE

Inefficient
Query

Skip Query FALSE FALSE FALSE TRUE TRUE FALSE TRUE

Warning

Assignment
Groups

Views

Initial Inbox

Initial Format

Edit Format

Search
Format

List Format

Manage
Format

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problem problem problem

Name DEFAULT initiator analyst coordinator manager reviewer sysadmin

Print Format

New Thread: FALSE FALSE FALSE FALSE FALSE FALSE FALSE

Inbox --
Search

New Thread: FALSE FALSE FALSE FALSE FALSE FALSE FALSE

Search --
List

New Thread: FALSE FALSE FALSE FALSE FALSE FALSE FALSE

List -- Edit

New Thread: FALSE FALSE FALSE FALSE FALSE FALSE FALSE

Inbox -- Edit

Application profiles: Knowledge Management

The default application profiles for Knowledge Management contain the following values.

View External

INTERNAL KCS KCS KM KCS I

Name DEFAULT USER KCS I II III ADMIN Editor

Search TRUE TRUE TRUE TRUE TRUE TRUE TRUE

Advanced Search TRUE TRUE TRUE TRUE TRUE TRUE TRUE

View Externally TRUE TRUE TRUE TRUE TRUE TRUE TRUE

published documents

Submit Feedback TRUE TRUE TRUE TRUE TRUE TRUE TRUE

View Internal

INTERNAL KCS KCS KM KCS I

Name DEFAULT USER KCS I II III ADMIN Editor

View internally TRUE TRUE TRUE TRUE TRUE TRUE

published documents

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KCS I

INTERNAL KCS KCS KM KCS I

Name DEFAULT USER KCS I II III ADMIN Editor

Contribute New TRUE TRUE TRUE TRUE TRUE

Knowledge

Save a Draft Copy TRUE TRUE TRUE TRUE TRUE

View unpublished working TRUE TRUE TRUE TRUE TRUE

copy documents

Edit working copy TRUE TRUE TRUE TRUE

documents in Pending
Documents queue

KCS II

INTERNAL KCS KCS KCS KM KCS I

Name DEFAULT USER I II III ADMIN Editor

Publish internal TRUE TRUE TRUE

immediately

Publish a working copy TRUE TRUE TRUE

document internally

Modify a published TRUE TRUE TRUE

document

Revert a working copy to TRUE TRUE TRUE

the published version

Edit in place a published TRUE TRUE TRUE

document

View Adaptive Learning TRUE TRUE TRUE

View KCS Reports for TRUE TRUE TRUE

categories

Retire / Archive a TRUE TRUE TRUE

document

Unretire a retired TRUE TRUE TRUE

document

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INTERNAL KCS KCS KCS KM KCS I

Name DEFAULT USER I II III ADMIN Editor

Delete a retired doc TRUE TRUE TRUE

View All Feedback TRUE TRUE TRUE

Delete Feedback TRUE TRUE TRUE

KCS III

INTERNAL KCS KCS KCS KM KCS I

Name DEFAULT USER I II III ADMIN Editor

Publish internal and external TRUE TRUE

immediately

Publish a working copy TRUE TRUE

document internally and
externally

Admin

INTERNAL KCS KCS KCS KM KCS I

Name DEFAULT USER I II III ADMIN Editor

Manage document types TRUE

and views

Manage Knowledgebases TRUE

Manage shared content TRUE

Manage environment and TRUE

profiles

Search in all categories TRUE

Edit Adaptive Learning TRUE

Manage Categories TRUE

Integration Mapping TRUE

Configure Hit List TRUE

Review/publish any TRUE

drafts

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Application profiles: Service Level Management

The default application profiles for Service Level Management contain the following values.

Service Level Agreements

Profile name DEFAULT administrator sysadmin

Rights

New FALSE TRUE TRUE

Delete FALSE TRUE TRUE

Update Always Always

View TRUE TRUE TRUE

Allowed statuses

SLO Catalog Records

Profile name DEFAULT administrator sysadmin

Rights

New FALSE TRUE TRUE

Delete FALSE TRUE TRUE

Update ALWAYS ALWAYS

View TRUE TRUE TRUE

Allowed statuses

Response Objectives

Profile name DEFAULT administrator sysadmin

Rights

New FALSE TRUE TRUE

Delete FALSE TRUE TRUE

Update Always Always

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Profile name DEFAULT administrator sysadmin

View TRUE TRUE TRUE

Allowed statuses

Availability Objectives

Profile name DEFAULT administrator sysadmin

Rights

New FALSE TRUE TRUE

Delete FALSE TRUE TRUE

Update Always Always

View TRUE TRUE TRUE

Allowed statuses

Reporting Tables

Profile name DEFAULT administrator sysadmin

View Monthly Aggregate Results TRUE TRUE TRUE

View Monthly Response Time Results TRUE TRUE TRUE

View Response Detail Records TRUE TRUE TRUE

View SLA Active Records TRUE TRUE TRUE

View Monthly Availability Results TRUE TRUE TRUE

View Outage Detail Records TRUE TRUE TRUE

View Outage Event Records TRUE TRUE TRUE

Application profiles: Request Management

The default application profiles for Request Management contain the following values.

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DE sch
FA request request request request ed
Na UL request approv coordi receive review request request ule sysad
me T admin er nator r er tech or r min

Ma PROC
nag UREM
er ENT
Gro
up

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DE sch
FA request request request request ed
Na UL request approv coordi receive review request request ule sysad
me T admin er nator r er tech or r min

Me ASSET ASSET ASSET ASSET ASSET ASSET ASSET EMER

mb MANA MANA MANA MANA MANA MANA MANA GENC
er GEME GEME GEME GEME GEME GEME GEME Y
Gro NT, NT, NT, NT, NT, NT, NT, GROU
ups EMER EMER EMER EMER EMER EMER EMER P
GENC GENC GENC GENC GENC GENC GENC
Y Y Y Y Y Y Y
GROU GROU GROU GROU GROU GROU GROU
P, P, P, P, P, P, P,
FACILI FACILI FACILI FACILI FACILI FACILI FACILI
TIES, TIES, TIES, TIES, TIES, TIES, TIES,
HELPD HELPD HELPD HELPD HELPD HELPD HELPD
ESK, ESK, ESK, ESK, ESK, ESK, ESK,
LAN LAN LAN LAN LAN LAN LAN
SUPP SUPP SUPP SUPP SUPP SUPP SUPP
ORT, ORT, ORT, ORT, ORT, ORT, ORT,
M/F M/F M/F M/F M/F M/F M/F
SUPP SUPP SUPP SUPP SUPP SUPP SUPP
ORT, ORT, ORT, ORT, ORT, ORT, ORT,
ONSIT ONSIT ONSIT ONSIT ONSIT ONSIT ONSIT
E E E E E E E
SUPP SUPP SUPP SUPP SUPP SUPP SUPP
ORT, ORT, ORT, ORT, ORT, ORT, ORT,
PROC PROC PROC PROC PROC PROC PROC
UREM UREM UREM UREM UREM UREM UREM
ENT, ENT, ENT, ENT, ENT, ENT, ENT,
SERVI SERVI SERVI SERVI SERVI SERVI SERVI
CE CE CE CE CE CE CE
DESK, DESK, DESK, DESK, DESK, DESK, DESK,
SOFT SOFT SOFT SOFT SOFT SOFT SOFT
WARE, WARE, WARE, WARE, WARE, WARE, WARE,
SUPP SUPP SUPP SUPP SUPP SUPP SUPP
ORT ORT ORT ORT ORT ORT ORT
ADMI ADMI ADMI ADMI ADMI ADMI ADMI
N, N, N, N, N, N, N,
SYSTE SYSTE SYSTE SYSTE SYSTE SYSTE SYSTE
MS MS MS MS MS MS MS
ADMI ADMI ADMI ADMI ADMI ADMI ADMI
N, N, N, N, N, N, N,
TELEC TELEC TELEC TELEC TELEC TELEC TELEC
OMS, OMS, OMS, OMS, OMS, OMS, OMS,
TRAINI TRAINI TRAINI TRAINI TRAINI TRAINI TRAINI
NG, NG, NG, NG, NG, NG, NG,
VPOP VPOP VPOP VPOP VPOP VPOP VPOP

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DE sch
FA request request request request ed
Na UL request approv coordi receive review request request ule sysad
me T admin er nator r er tech or r min

S, S, S, S, S, S, S,
VPSY VPSY VPSY VPSY VPSY VPSY VPSY
S, S, S, S, S, S, S,
WAN WAN WAN WAN WAN WAN WAN
SUPP SUPP SUPP SUPP SUPP SUPP SUPP
ORT ORT ORT ORT ORT ORT ORT

Are All All All All All All All All All All
a

Re FA FALSE FALSE FALSE FALSE FALSE FALSE FALSE FA FALSE

quir LS LS
e E E
Pa
ss
wor
d

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DE sch
FA request request request request ed
Na UL request approv coordi receive review request request ule sysad
me T admin er nator r er tech or r min

Ap ASSET ASSET ASSET

pro MANA MANA MANA
val GEME GEME GEME
Gro NT, NT, NT,
ups EMER EMER EMER
GENC GENC GENC
Y Y Y
GROU GROU GROU
P, P, P,
FACILI FACILI FACILI
TIES, TIES, TIES,
HELPD HELPD HELPD
ESK, ESK, ESK,
LAN LAN LAN
SUPP SUPP SUPPO
ORT, ORT, RT,
M/F M/F M/F
SUPP SUPP SUPPO
ORT, ORT, RT,
ONSIT ONSIT ONSIT
E E E
SUPP SUPP SUPPO
ORT, ORT, RT,
PROC PROC PROC
UREM UREM UREM
ENT, ENT, ENT,
SERVI SERVI SERVI
CE CE CE
DESK, DESK, DESK,
SOFT SOFT SOFT
WARE, WARE, WARE,
SUPP SUPP SUPPO
ORT ORT RT
ADMI ADMI ADMI
N, N, N,
SYSTE SYSTE SYSTE
MS MS MS
ADMI ADMI ADMI
N, N, N,
TELEC TELEC TELEC
OMS, OMS, OMS,
TRAINI TRAINI TRAINI
NG, NG, NG,
VPOP VPOP VPOP

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DE sch
FA request request request request ed
Na UL request approv coordi receive review request request ule sysad
me T admin er nator r er tech or r min

S, S, S,
VPSY VPSY VPSY
S, S, S,
WAN WAN WAN
SUPP SUPP SUPPO
ORT ORT RT

Rights

requ reque requ reque

est st request est st requ
DEFA admi appro coordin recei revie est reque sched sysad
Name ULT n ver ator ver wer tech stor uler min

Basic
Option
s

All FALSE TRU FALS TRUE FALS FALS TRU FALSE TRUE TRUE
Functio E E E E E
ns

New FALSE TRU TRUE TRUE TRU FALS TRU TRUE TRUE TRUE
E E E E

Close FALSE TRU TRUE TRUE TRU TRU TRU FALSE TRUE TRUE
E E E E

Update Never Alwa Alway Always Alwa Never Alwa Never Always Always
ys s ys ys

View TRUE TRU TRUE TRUE TRU TRU TRU TRUE TRUE TRUE
E E E E

Allowe
d
statuse
s

Audit TRUE TRU TRUE TRUE TRU TRU TRU TRUE TRUE TRUE
History E E E E

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requ reque requ reque

est st request est st requ
DEFA admi appro coordin recei revie est reque sched sysad
Name ULT n ver ator ver wer tech stor uler min

Calcula FALSE TRU TRUE TRUE TRU FALS TRU TRUE FALSE TRUE
te E E E E
Impact

Chang FALSE TRU FALS TRUE TRU FALS TRU FALSE FALSE TRUE
e E E E E E
Catego
ry

Chang FALSE TRU FALS TRUE TRU FALS TRU FALSE FALSE TRUE
e E E E E E
Phase

Conf FALSE FAL FALS FALSE FALS FALS FAL FALSE FALSE FALSE
Close SE E E E SE

Conf FALSE FAL FALS FALSE FALS FALS FAL TRUE FALSE FALSE
Copy SE E E E SE
Open

Conf FALSE FAL FALS FALSE FALS FALS FAL TRUE FALSE FALSE
End SE E E E SE

Conf FALSE FAL FALS FALSE FALS FALS FAL FALSE FALSE FALSE
Open SE E E E SE

Conf FALSE FAL FALS FALSE FALS FALS FAL FALSE FALSE FALSE
Next SE E E E SE
Phase

Conf FALSE FAL FALS FALSE FALS FALS FAL FALSE FALSE FALSE
Print SE E E E SE

Conf FALSE FAL FALS FALSE FALS FALS FAL FALSE FALSE FALSE
Reope SE E E E SE
n

Conf FALSE FAL FALS FALSE FALS FALS FAL FALSE FALSE FALSE
Update SE E E E SE

Copy FALSE TRU TRUE TRUE TRU FALS TRU TRUE FALSE TRUE
Open E E E E

Genera FALSE TRU TRUE TRUE TRU FALS TRU TRUE FALSE TRUE
te E E E E
Orders

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requ reque requ reque

est st request est st requ
DEFA admi appro coordin recei revie est reque sched sysad
Name ULT n ver ator ver wer tech stor uler min

Line FALSE TRU TRUE TRUE TRU FALS TRU TRUE FALSE TRUE
Items E E E E

List TRUE TRU TRUE TRUE TRU TRU TRU TRUE FALSE TRUE
Pages E E E E

Post FALSE TRU TRUE TRUE TRU FALS TRU TRUE TRUE TRUE
E E E E

Receiv FALSE TRU FALS TRUE TRU FALS TRU FALSE FALSE TRUE
e E E E E E

Reope FALSE TRU TRUE TRUE TRU FALS TRU TRUE FALSE TRUE
n E E E E

Update FALSE TRU TRUE TRUE TRU FALS TRU FALSE FALSE TRUE
when E E E E
closed

Search FALSE TRU TRUE TRUE TRU TRU TRU TRUE FALSE TRUE
Duplica E E E E
tes

Select TRUE TRU TRUE TRUE TRU TRU TRU TRUE FALSE TRUE
E E E E

Show FALSE TRU TRUE TRUE TRU FALS TRU TRUE FALSE TRUE
Scripts E E E E

Split FALSE TRU TRUE TRUE TRU FALS TRU FALSE FALSE TRUE
E E E E

Show FALSE TRU TRUE TRUE TRU FALS TRU TRUE FALSE TRUE
Subtot E E E E
als

Validity FALSE TRU TRUE TRUE TRU FALS TRU TRUE FALSE TRUE
Lookup E E E E

Views TRUE TRU TRUE TRUE TRU TRU TRU TRUE FALSE TRUE
E E E E

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Alert/Approval

requ reque requ reque

est st request est st requ
DEFA admi appro coordin recei revie est reques sched sysad
Name ULT n ver ator ver wer tech tor uler min

Alert
Optio
ns

Alert TRUE TRU TRUE TRUE TRU FALS TRU FALSE FALSE TRUE
Log E E E E

Appro
val
Optio
ns

Approv TRUE TRU TRUE TRUE TRU FALS TRU FALSE FALSE TRUE
al E E E E
Action

Approv TRUE TRU TRUE TRUE TRU FALS TRU FALSE FALSE TRUE
al Log E E E E

Approv TRUE TRU TRUE TRUE TRU FALS TRU FALSE FALSE TRUE
als E E E E

Approv TRUE TRU TRUE TRUE TRU FALS TRU FALSE FALSE TRUE
e E E E E

Deny TRUE TRU TRUE TRUE TRU FALS TRU FALSE FALSE TRUE
E E E E

Retrac TRUE TRU TRUE TRUE TRU FALS TRU FALSE FALSE TRUE
t E E E E

Mass TRUE TRU TRUE TRUE TRU FALS TRU FALSE FALSE TRUE
Approv E E E E
e

Mass TRUE TRU TRUE TRUE TRU FALS TRU FALSE FALSE TRUE
Deny E E E E

Overri TRUE TRU TRUE TRUE TRU FALS TRU FALSE FALSE TRUE
de E E E E

Reeval TRUE TRU TRUE TRUE TRU FALS TRU FALSE FALSE TRUE
E E E E

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requ reque requ reque

est st request est st requ
DEFA admi appro coordin recei revie est reques sched sysad
Name ULT n ver ator ver wer tech tor uler min

Reset TRUE TRU TRUE TRUE TRU FALS TRU FALSE FALSE TRUE
E E E E

Delega FALSE FAL FALS FALSE FALS FALS FAL FALSE FALSE FALSE
te SE E E E SE
Approv
als

Print/Query

reque reque reque reque

reque st st st st
Nam DEFA st appro coordi receiv review reque reque sched sysad
e ULT admin ver nator er er st tech stor uler min

Print
Opti
ons

Back TRUE TRUE TRUE TRUE TRUE TRUE TRUE TRUE FALS TRUE
grou E
nd

Fore TRUE TRUE TRUE TRUE TRUE TRUE TRUE TRUE FALS TRUE
grou E
nd

Print TRUE TRUE TRUE TRUE TRUE TRUE TRUE TRUE FALS TRUE
E

Print TRUE TRUE TRUE TRUE TRUE TRUE TRUE TRUE FALS TRUE
List E

Print TRUE TRUE TRUE TRUE TRUE TRUE TRUE TRUE FALS TRUE
Rec E
s

Print syspri syspri syspri syspri syspri syspri syspri syspri syspri
er nt.mvs nt.mvs nt.mvs nt.mvs nt.mvs nt.mvs nt.mvs nt.mvs nt.win
nt

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reque reque reque reque

reque st st st st
Nam DEFA st appro coordi receiv review reque reque sched sysad
e ULT admin ver nator er er st tech stor uler min

QBE print.q print.q print.q print.q print.q print.q print.q print.q print.q print.q
List belist. belist. belist. belist. belist. belist. belist. belist. belist. belist.
Rep bg bg bg bg bg bg bg bg bg bg
ort

QBE ocmr.q ocmr.q ocmr.q ocmr.q ocmr.q ocmr.q ocmr.q ocmr.q ocmr.q ocmr.q
List be be be be be be be be be be
Form
at

QBE print.re print.re print.re print.re print.re print.re print.re print.re print.re print.re
Rec cords. cords. cords. cords. cords. cords. cords. cords. cords. cords.
s bg bg bg bg bg bg bg bg bg bg
Rep
ort

QBE print.q print.q print.q print.q print.q print.q print.q print.q print.q print.q
Rec belist. belist. belist. belist. belist. belist. belist. belist. belist. belist.
s bg bg bg bg bg bg bg bg bg bg
Form
at

Quer
y
Opti
ons

Activ TRUE TRUE TRUE TRUE TRUE TRUE TRUE TRUE FALS TRUE
e E

Adva TRUE TRUE TRUE TRUE TRUE TRUE TRUE TRUE FALS TRUE
nced E
Sear
ch

All TRUE TRUE TRUE TRUE TRUE TRUE TRUE TRUE FALS TRUE
E

Clea TRUE TRUE TRUE TRUE TRUE FALS TRUE TRUE FALS TRUE
r E E

Appe
nd
Quer
y

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reque reque reque reque

reque st st st st
Nam DEFA st appro coordi receiv review reque reque sched sysad
e ULT admin ver nator er er st tech stor uler min

Time 00:00: 00:00: 00:00: 00:00: 00:00: 00:00: 00:00: 00:00: 00:00: 00:00:
Limit 10 10 10 10 10 10 10 10 00 10

Defe TRUE TRUE TRUE TRUE TRUE TRUE TRUE TRUE FALS TRUE
rred E

Inact TRUE TRUE TRUE TRUE TRUE TRUE TRUE TRUE FALS TRUE
ive E

Mod FALS TRUE TRUE TRUE FALS FALS FALS FALS FALS TRUE
Time E E E E E E
Limit

Parti TRUE TRUE TRUE TRUE TRUE TRUE TRUE TRUE FALS TRUE
al E
Key

Rest TRUE TRUE TRUE TRUE TRUE FALS TRUE TRUE FALS TRUE
ore E E

Skip FALS TRUE TRUE TRUE FALS FALS FALS FALS FALS TRUE
War E E E E E E
ning

Stan TRUE TRUE TRUE TRUE TRUE TRUE TRUE TRUE FALS TRUE
dard E

Stru TRUE TRUE TRUE TRUE TRUE TRUE TRUE TRUE FALS TRUE
cture E
d

Initia
l
Form
at

QBE
Form
at

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Category/Statements

requ reque requ reque

est st request est st requ
DEFA admi appro coordin recei revie est reque sched sysad
Name ULT n ver ator ver wer tech stor uler min

Categor
y
Restricti
ons

Default
Category

Allowed
Categori
es

Stateme
nts

Queue Options

reque reque reque

reque st request st st reque
Na DEFA st appro coordin receiv revie st reque sched sysad
me ULT admin ver ator er wer tech stor uler min

Quo All my All my All my All my All my All my All my All my All my All my
te open open open open open open open open open open
Initi request reques reques requests reques reques reques reques reques reques
al s ts ts ts ts ts ts ts ts
Vie
w

Ord All All All All open All All All All All All
er open open open orders open open open open open open
Initi orders orders orders for orders orders orders orders orders orders
al for for for Compaq for for for for for for
Vie Compa Comp Comp Comp Comp Comp Comp Comp Comp
w q aq aq aq aq aq aq aq aq

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reque reque reque

reque st request st st reque
Na DEFA st appro coordin receiv revie st reque sched sysad
me ULT admin ver ator er wer tech stor uler min

Line Deferre Deferr Deferr Deferred Deferr Deferr Deferr Deferr Deferr Deferr
Item d new ed ed new ed ed ed ed ed new ed new
Initi Emplo new new Employ new new new new Emplo Emplo
al yee Emplo Emplo ee Emplo Emplo Emplo Emplo yee yee
Vie Setups yee yee Setups yee yee yee yee Setups Setups
w Setup Setup Setup Setup Setup Setup
s s s s s s

Quo
te
Que
ue
For
mat

Ord
er
Que
ue
For
mat

Line
Item
Que
ue
For
mat

Application profiles: Contract Management

The default application profiles for Contract Management contain the following values.

Threading

Name DEFAULT PAYMENT SPECIALIST contract specialist sysadmin

View -- Search

Search -- List

List -- Edit

View-- Edit

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Contracts

Name DEFAULT PAYMENT SPECIALIST contract specialist sysadmin

Add Contract TRUE TRUE

Update Contract TRUE TRUE

Cancel Contract TRUE TRUE

Renew Contract TRUE TRUE

Contract Templates

Name DEFAULT PAYMENT SPECIALIST contract specialist sysadmin

Create Template TRUE TRUE

Select Template TRUE TRUE

Update Template TRUE TRUE

Delete Template TRUE

Software Counters

Name DEFAULT PAYMENT SPECIALIST contract specialist sysadmin

Create Counter TRUE TRUE

Update Counter TRUE TRUE

Delete Counter TRUE

Compliance Check TRUE TRUE

Payments

Name DEFAULT PAYMENT SPECIALIST contract specialist sysadmin

Sched Payment TRUE TRUE TRUE

Gen Payment Sched TRUE TRUE TRUE

Update Payment TRUE TRUE TRUE

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Name DEFAULT PAYMENT SPECIALIST contract specialist sysadmin

Submit Payment TRUE TRUE

Cancel Payment TRUE TRUE

Delete Payment TRUE

Asset Allocation

Name DEFAULT PAYMENT SPECIALIST contract specialist sysadmin

Add Asset TRUE TRUE

Gen Asset Allocation TRUE TRUE

Update Asset TRUE TRUE

Delete Asset TRUE

Terms and Conditions

Name DEFAULT PAYMENT SPECIALIST contract specialist sysadmin

Add Term/Condition TRUE TRUE

Update Term/Condition TRUE TRUE

Delete Term/Condition TRUE

General Privileges

PAYMENT contract
Name DEFAULT SPECIALIST specialist sysadmin

Require Password

Confirm on End TRUE

Allow Inefficient Queries TRUE TRUE TRUE

Skip Inefficient Query TRUE TRUE TRUE

Warning

Print TRUE TRUE TRUE TRUE

Fill TRUE TRUE TRUE

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PAYMENT contract
Name DEFAULT SPECIALIST specialist sysadmin

Find TRUE TRUE TRUE TRUE

Query Window TRUE TRUE TRUE TRUE

Export TRUE TRUE TRUE TRUE

Mass Add TRUE

Mass Update TRUE

Mass Delete TRUE

Approval delegation
Approval delegation is an optional feature that enables users with approval rights to temporarily
delegate their approval authority to another qualified operator. Operators with the Delegate Approvals
or Can Delegate Approvals option enabled in their application profiles can delegate some or all of their
approvals by using the Approval Delegation wizard.

Using the Approval Delegation wizard, an operator can grant another qualified operator the right to
temporarily view and act on items in his or her approval queue. The wizard offers the following
delegation options:

l Delegate all approvals to another qualified operator

l Delegate approvals from a particular application to another qualified operator

n Delegate approvals directly assigned to you as an operator

n Delegate approvals assigned to you as a member of an approval group

l Delegate approvals from a specified start date to a specified end date

The Approval Delegation wizard enables an operator to create any number of approval delegation
combinations, including delegating the same approvals to multiple operators at the same time.
Delegators can also update an existing approval delegation to change the delegation start and end
dates, as well as change the delegate's name.

Note: HP Service Manager tracks all changes to approval delegations using the standard field
auditing capability.

When delegates log on to Service Manager, they see both their own and any delegated approvals in
their approval list. For security reasons, delegates always retain their original application profiles and
operator records. Service Manager determines what temporary rights delegates have when they view
or act on an approval.

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Administering approval delegation

HP Service Manager supports approvals, and thus approval delegation, for the following applications:

l Change Management

l Request Management

l Service Catalog

To enable approval delegation for one of these applications, an Administrator must edit one of the
application's profile records and select the Delegate Approvals or Can Delegate Approvals option.
Next, the Administrator must grant this application profile to the operators who will be given approval
delegation authority.

Note: If you want to support approval delegation for an application that does not support approvals
out-of-box, you must first enable and customize approvals for the application.

Approval delegation never changes a delegate's original application profile or operator record. Service
Manager only changes a delegate's approval groups in memory when the following conditions occur.

l When the system notifies the delegate

l When a delegate views or acts on an approval

By default, Service Manager sends an email notification to the approval delegate when the following
conditions occur:

l A new approval delegation is assigned to the delegate

l A new approval arrives in the approval owner's queue

Note: Service Manager also sends an email notification to the approval owner when a new
approval arrives in the owner's queue. System Administrators can change the notification
behaviors for approval delegation directly from the notification engine.

A delegated approval always retains its original operator assignment. Service Manager records the
delegate's actions separately from the owner in the following new fields:

Field name Label in approval record Description

approved.by Operator The name of the operator who acted on the approval.

approved.for Approved For The name of operator who delegated the approval.

Note: Delegators and delegates can view these fields from the approval record and the approval

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log. However, in some cases, only a delegator may have the approval group necessary to view the
records in the approval log. A delegate's temporary rights do not include viewing approvals in the
log. In order to view approvals in the approval log, a delegate's application profile must include the
required approval groups.

Enabling approval delegation

To enable other operators to delegate approval authority, a System Administrator must make the
following changes to an application profile of an operator:

To delegate approval authority for this Requires enabling this application profile
application option

Change Management Can Delegate Approvals

Request Management Delegate Approvals

Service Catalog Delegate Approvals

(controlled by Service Desk profiles)

The Delegate Approvals or Can Delegate Approvals profile option only controls whether an operator
can view the Approval Delegation wizard. Separate application profile options control whether an
operator can view or approve objects in an application.

Refer to the following example for how to enable approval delegation for Change Management.

1. Edit the profile record which you want to grant approval delegation authority.

a. Log on to HP Service Manager as a System Administrator.

b. Click System Administration > Security > Roles.

c. In the Name field, type the name of the security role you want to grant approvals. For
example, change approver.

d. Click Search. The Security Roles form opens.

e. Click Change in the Area column.

f. Under Settings, select the Can Delegate Approvals check box.

g. Click Save.

Note: It is a best practice to only enable the Delegate Approvals or Can Delegate
Approvals option for operators who can also view and approve objects in the application.

2. Edit the operator record to display Delegate Approval in the System Navigator.

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a. Click System Administration > Ongoing Maintenance > Operators.

b. Type Change.Approver in the Login Name field, and then click Search.

The Operator Record form opens.

c. In the Startup tab, change the RAD name to menu.manager.

d. Start with a new table row, type string1 in Parameter Names and ESSSM-Approval in
Parameter Values.

If string1 already exists, you need to update its value to ESSSM-Approval.

e. Click Save.

f. Log out and log on to Service Manager as Change.Approver.

You can find Delegate Approval is displayed in the System Navigator now.

Approval delegate qualifications

When you open the Approval Delegation wizard, the wizard generates a list of qualified operators
who are eligible for approval delegation. The wizard determines operator eligibility based on the
following criteria:

To delegate approvals for Requires these application And at least one of these
this application profile rights capability words

Change Management View SysAdmin

Can access approvals ChMAdmin

change request

change task

Request Management View SysAdmin

Approvals OCMAdmin

Approve OCMQ

Service Catalog View [no capability words required]

(part of Service Desk)

For example, if Change.Approver wants to delegate all approvals to another operator, the potential
delegate must have the following rights and capability words:

l View and approval rights to the Change Management and Request Management applications

l View rights in the Service Desk application

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l At least one of the capability words required for Change Management

l At least one of the capability words required for Request Management

If, however, Change.Approver only wants to delegate Service Catalog approvals, then potential
delegates are only required to have view rights for the Service Desk application.

In some cases, you may not see any qualified operators. You may also want to delegate to an operator
who is not currently on the list of qualified operators. In either case, ask your System Administrator to
grant the desired operator the necessary rights to be an approval delegate.

Enabling approval delegation for custom approvals

If you want to enable approval delegations for an application that does not offer approvals in the out-of-
box system, you must first create and enable custom approvals for the application. For more
information, see related topics.

Enabling approvals and approval delegation requires administrative access to the system database
dictionary, the Forms Designer utility, application profiles, and the script library. You should also know
which tables and fields the application uses.

Refer to the following checklist for how to set up an application to enable approvals and approval
delegation for Problem Management.

Note:
l To complete this checklist, follow the step-by-step procedures described in the following
examples found in the related topics.

l You must use the Windows client whenever you need to add a new field/key to a database
dictionary table.

1. Edit the object definition for the application to enable approvals by category.

2. Edit the database dictionary for Problem Management to add an approval status field.

3. Edit the database dictionary for the Problem Management categories to add an approval field.

4. Edit the necessary forms to add the new approval fields.

5. Edit the database dictionary for the Problem Management profile record to add to an approval
groups field.

6. Create a new approval definition record to manage the Problem Management approvals.

7. Edit the Problem Management category definitions to add your new approval definition.

8. Edit the Problem Management profile records that you want to have access to your custom
approval group.

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9. Edit the script that controls the approval inbox to add your custom approvals to the list of
approvals the system displays.

10. Enable approval delegations for the custom approvals.

For more information, see "Example: Enabling Approval Delegation for custom Problem Management
approvals" on page 168 and "Example: Enabling custom approvals for Problem Management" below.

Example: Enabling custom approvals for Problem Management

The following example illustrates how to enable approvals for Problem Management. At the end of this
example, you will be able to:

l Create a problem record that requires an approval

l Assign the problem record to the approval queue

l View and act upon the problem approval

Note: In order to enable custom approvals for Problem Management, you must perform the entire
sequence of example tasks. You must be a System Administrator, or have equivalent system
privileges, to perform the steps in this example. Also, you must use the Windows client whenever
you need to add a new field/key to a database dictionary table.

Task 1: Edit the object definition for the application to enable approvals by category.

1. Log on to HP Service Manager with a System Administrator account.

2. Click Tailoring > Document Engine > Objects.

3. Type rootcause in the File Name field, and then click Search.

The Object Definition form opens.

4. Click the Approvals tab, and then type the following field values.

Field Value

Approval condition true

Approval location Category

Approval field name approvals

Approval status field approval.status

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Field Value

Approval type All must approve

Approval process rootcause.save

Preapprove on open false

Note: The fields approvals and approval.status fields do not yet exist. You will add the field
name to the Problem Management database dictionary in a later step.

5. Click Save.

Task 2: Edit the database dictionary for the application to add an approval status field.

1. Click Tailoring > Database Dictionary.

2. Type rootcause in the File Name field, and then click Search.

3. Select the descriptor row in the Fields tab, and then click New Field/Key.

4. Type the following field attributes.

Field attribute Value

Name approval.status

Type character

5. Click Add Field.

6. Click OK to save the database dictionary.

Service Manager prompts you to confirm how you want to change the tables in the RDBMS.

7. If Service Manager has write permissions to the RDBMS, click SM Alters. Otherwise, click User
Alters.

Service Manager displays the database dictionary.

Note: Check your DDL output folder for DDL text you can use to update your RDBMS
manually.

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Task 3: Edit the database dictionary for the application's categories to add an approval field.

1. Click Tailoring > Database Dictionary.

2. Type rootcausecat in the File Name field, and then click Search.

3. Select the descriptor row in the Fields tab, and then click New Field/Key.

4. Type the following field attributes.

Field attribute Value

Name approvals

Type array

5. Click Add Field. Service Manager prompts you to select the array's data type.

6. Select character, and then click Add Field.

7. Click OK to save the database dictionary.

Service Manager prompts you to confirm how you want to change the tables in the RDBMS.

8. If Service Manager has write permissions to the RDBMS, click SM Alters. Otherwise, click User
Alters.

Service Manager displays the database dictionary.

Note: Check your DDL output folder for DDL text you can use to update your RDBMS
manually.

Task 4: Edit the necessary forms to add the new approval fields.

1. Click Tailoring > Forms Designer.

2. Type problemcat in the Form field, and then click Search.

The Problem Control Category Definition form opens.

3. Click Design.

4. Click Group.

5. Click on an empty space on the form to add the group.

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6. Edit the properties of the group as follows.

Property Value

Caption Approval Requirements

Width 152

7. Click Comfill, and then click within the Approval Requirements group.

8. Edit the properties of the combo fill field as follows.

Property Value

Input approvals

Array Length 5

9. Position the Approval Requirements group as desired.

For example, you may want to position the group between the Active? check box and the Phase
name table.

10. Click OK to exit design mode.

11. Click OK to save the form and return to the Forms Designer search screen.

12. Type PM.pc.investigate.and.diag in the Formfield, and then click Search.

The Problem Control - Problem Investigation and Diagnosis form opens.

13. Click Design.

14. Click Label, and then click in the open space beneath the Record Number label.

15. Edit the properties of the label as follows.

Property Value

Caption Approval Status:

X 2

Y 5

Width 34

16. Click Text, and then click to the right of the Approval Status: label.

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17. Edit the properties of the text field as follows.

Property Value

X 36

Y 5

Width 36

Input approval.status

Read-Only Selected

18. Click OK to exit design mode.

19. Click OK to save the form and return to the Forms Designer search screen.

Task 5: Edit the database dictionary for the application's profile record to add to an approval
groups field.

1. Click Tailoring > Database Dictionary.

2. Type rcenv in the File Name field, and then click Search.

3. Select the descriptor row in the Fields tab, and then click New Field/Key.

4. Type the following field attributes.

Field attribute Value

Name approval.groups

Type array

5. Click Add Field. Service Manager prompts you to select the array's data type.

6. Select character.

7. Click Add Field.

8. Click OK to save the database dictionary.

Service Manager displays the database dictionary.

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Task 6: Create a new approval definition record to manage the application's approvals.

1. Click Tailoring > Forms Designer.

2. Type rc.profile.g in the Form field, and then click Search.

The Problem Management Security Profile form opens.

3. Click Design.

4. Click Label, and then click in the open space beneath the Complex Mass Update check box.

5. Edit the properties of the label as follows.

Property Value

Caption Approval Groups:

X 2

Y 31

Width 28

6. Click Comfill, and then click to the right of the Approval Groups: label.

7. Edit the properties of the combo fill field as follows.

Property Value

X 31

Y 31

Input approval.groups

Array Length 5

Value List Condition select("name", "assignment", "name", "*")

8. Click OK to exit design mode.

9. Click OK to save the form and return to the Forms Designer search screen.

Task 7: Edit the application's category definitions to add your new approval definition.

1. Click Tailoring > Tailoring Tools > Links.

2. Type rc.profile in the Name field, and then click Search.

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3. Add the following link entry at the end of the list of links.

Property Value

Source Field name approval.groups

Target File name assignment

Target Field name name

4. Click Save.

5. Click Change Management > Maintenance > Approvals.

Note: You are using a Change Management menu link because by default, Problem
Management does not have a menu item for Approvals.

6. Type the following field values.

Field Value

Name Problem Approval

Approval Condition true

Group/Oper HELPDESK

Sequence 1

Condition true

Caution: The Group/Oper field is case sensitive.

7. Click Add.

8. Click Problem Management > Administration > Problem Control Categories.

Your customized problemcat form opens.

9. In the Name field, type the name of a Problem Management category that you want to trigger your
custom approval process. For example, ITIL.

Note: You can repeat this step for each Problem Management category you want to trigger
approvals.

10. Click Search.

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Service Manager displays the current ITIL category definition.

11. In the Approval Requirements array, type Problem Approval.

12. Click Save.

Task 8: Edit the application profile records that you want to have access to your custom
approval group.

1. Click System Administration > Ongoing Maintenance > Profiles > Problem Management

Profiles.

The Problem Management Security Profile form opens.

2. In the Profile Name field, type the name of a profile you want to grant approvals. For example,
SYSADMIN.

3. Click Search.

Service Manager displays the current Problem Management Security Profile.

4. In the Approval Groups array, type the name of the approval group you defined to manage
approvals. For example, HELPDESK.

5. Click Save.

6. Log out the current operator and log on to Service Manager with an operator account that has the
SYSADMIN Problem Management profile. For example, System.Admin.

7. Click Problem Management > Problem Control > Open new Problem.

8. Create a new problem record and note the record number. For example, PM0002.

Note: The Category field on the Problem Control form maps to the Incident Management
category, not the Problem Management category. Since there is only one approval category
for ITIL Problem Management, any problem you create will automatically be part of the ITIL
Problem Management category.

Task 9: Edit the script that controls the approval inbox to add your custom approvals to the
list of approvals the system displays.

1. Click Tailoring > Database Manager.

2. Type Approvals in the Table field, and then click Search.

3. Select the Approval form from the list.

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4. In the Id field, type the record number for the problem you created. For example, PM0002.

5. Click Search to display the pending approval.

6. Click Tailoring > Script Library.

7. Type ApprovalCustomPlugin in the Name field, and then click Search.

8. Locate the appendCustomApprovalSql() function.

9. Remove the comment lines /* and */ at lines 49 and 55 to enable the function.

10. Click Save.

11. Click Compile.

12. Click Service Catalog > Approve Requests.

Service Manager displays the list of pending approvals. Check the list for your custom approval.
For example, PM0002.

Example: Enabling Approval Delegation for custom Problem Management

approvals

The following example shows how to delegate the custom Problem Management approvals you
created in a previous example. At the end of this example, you will be able to:

l Delegate Problem Management approvals to another operator

l View Problem Management approvals in a delegate's approval queue

Note: In order to enable approval delegation for custom Problem Management approvals, you
must perform the entire sequence of example tasks. You must be a System Administrator, or have
equivalent system privileges, to perform the steps in this example. Also, you must use the
Windows client whenever you need to add a new field or key to a database dictionary table.

Task 1: Add a new approval delegation field to the database dictionary.

1. Log on to HP Service Manager with a System Administrator account.

2. Click Tailoring > Database Dictionary.

3. Type rcenv in the File Name field, and then click Search.

4. Select the descriptor row in the Fields tab, and then click New Field/Key.

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5. Type the following field attributes.

Field attribute Value

Name can.delegate

Type logical

6. Click Add Field.

7. Click OK to save the database dictionary.

Task 2: Edit the Problem Management Security Profile form.

1. Click Tailoring > Forms Designer.

2. Type rc.profile.g in the Form field, and then click Search.

The Problem Management Security Profile form opens.

3. Click Design.

4. Select the assig.groups comfill, and change its property as follows.

Property Value

Y 23

5. Select the Assignment Groups label, and change its property as follows.

Property Value

Y 21

6. Click Checkbox.

7. Click on the empty space between the Assignment Groups label and the Skip Query Warning
check box.

8. Edit the properties of the check box.

Property Value

X 80

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Property Value

Y 19

Caption Can Delegate?

Input can.delegate

9. Click OK to exit the design mode.

10. Click OK to save the form and return to the Forms Designer search screen.

Task 3: Edit the custom Problem Management Profile form.

1. Click System Administration > Ongoing Maintenance > Profiles > Problem Management

Profiles.

The Problem Management Security Profile form opens.

2. Type the name of a profile you want to grant approval delegation rights in the Profile Namefield.
For example, SYSADMIN.

3. Click Search.

Service Manager displays the current Problem Management Security Profile.

4. Click Can Delegate? to enable it.

5. Click Save.

Task 4: Edit the ApprovalCustomPlugin functions in the script library.

1. Click Tailoring > Script Library.

2. In the Name field, type ApprovalCustomPlugin, and then click Search.

3. Locate the checkProfileForModule(filename, operator) function, and then remove the /* and
*/comment lines at lines 6 and 17 to enable the function.

This function makes problem records a valid choice in the approval type list of the Approval
Delegation wizard.

4. Locate the getCustomApprovalGroups(module, operator) function, and then do the following:

a. Delete the // comment characters at line 25 to activate the line.

b. Remove the /* and */ comment lines at lines 27 and 40 to enable the function.

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This function returns all the approvals groups defined for the profile of the current application.

5. Locate the getAllCustomGroups(aDele) function, and then do the following:

a. Verify that the line 100 lists profile_rootcause as the profile definition.

To change the profile type, type a different profile definition.

b. Verify that line 113 lists SCFile("rcenv") as the type.

To use another application, type a different profile table name between the quotation marks.

c. Verify that line 143 lists "Problem" as the module condition.

To use another application, type a different approval module name.

d. Verify that line 161 lists \"rootcause\" as the file name.

To use another application, type a different file name.

6. Click Save.

7. Click Compile.

8. Click OK to return to the Script Library search screen.

Task 5: Edit the ApprovalDelegationGroups functions in the Script Library.

1. Click Tailoring > Script Library.

2. In the Name field, type ApprovalDelegationGroups, and then click Search.

3. Locate the getDelegationSql function.

4. Delete the // comment characters on line 29 to activate the line.

5. Delete the // comment characters on line 31 to activate the line.

6. Type the // comment characters at the beginning of line 32 to deactivate the line.

7. Click Save.

8. Click Compile.

9. Click OK to return to the Script Library search screen.

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Task 6: Add a new approval delegation for the new Problem Management custom
approvals.

1. Click Approval Delegation.

The Approval Delegation wizard opens.

2. Add a new delegation with the following properties.

Property Value

Delegated modules Selected

Modules delegated Problem Management

Assignment Groups and Operator delegated HELPDESK, System.Admin

Delegate Problem.Manager

Delegate from and to dates From today to tomorrow

3. Log out the current operator and log on to Service Manager as the delegate. For example,
Problem.Manager.

4. Click Approval Inbox.

You should see the Problem approval you created previously. For example, PM0002.

Global variables available for approval delegation

HP Service Manager provides global variables for approval delegation. Administrators can use these
global variables to create their own custom queries or views.

Global variable Description

$G.delegated.cm3r.groups Stores the approval groups that are associated with Change
Management changes that the current operator can view and act on
as an approval delegate.

$G.delegated.cm3t.groups Stores the approval groups that are associated with Change
Management tasks that the current operator can view and act on as
an approval delegate.

$G.delegated.ocmq.groups Stores the approval groups that are associated with Request
Management that the current operator can view and act on as an
approval delegate.

$G.delegated.svc.groups Stores the approval groups that are associated with Service Catalog
that the current operator can view and act on as an approval
delegate.

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What happens when I receive delegated approval

authority?
If an operator delegates his or her approval authority to you, HP Service Manager sends an email to
notify you of the new approval delegation. You are also notified when a new approval arrives in your
approval queue.

Viewing approvals
When you log on to Service Manager, you will see both your own and any delegated approvals in your
approval queue.

l To view approvals that another operator has delegated to you, you can use the Active approval
delegations assigned to me view.

l To view approvals delegated to you in the past, you can use the Past approval delegations
assigned to me view.

l To see which items in the approval queue are due to an active approval delegation, you can open
the Approve Requests view from the System navigator. In this view, Service Manager indicates
which approvals are in the queue due to an active delegation by displaying a value of YES in the As
Delegate? column. You can use this view to view, approve, or deny approval requests.

Tracking approval actions

As a delegate, when you act on an approval, Service Manager tracks your actions by adding both your
operator name and the delegator's operator name to the approval record.

l Service Manager lists your name in the Operator column of the Completed Approval Actions table.

l Service Manager lists the delegator's name in the Approve For column of the Completed Approval
Actions table.

After the approval delegation expires

When an approval delegation expires, you are no longer considered a temporary member of the
delegator's approval groups. This means that you can no longer view or act on items that belong
exclusively to the delegator's approval groups.The restriction includes any approvals that you
previously acted on during the delegation period. In some cases, this may mean that only the delegator
can see a particular approval record.

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Temporary rights of an approval delegate

An approval delegate temporarily gains the rights for the approval group of the delegating operator while
the approval delegation is active. After the approval delegation period ends, the delegate's temporary
rights for the approval group revert to their original status.

Approval delegation never changes a delegate's original application profile or operator record. HP
Service Manager only changes a delegate's approval group rights in memory when the following
conditions occur.

l When the system notifies the delegate

l When a delegate views or acts on an approval

For example, a manager wants to delegate approval authority to a technician.

The manager is the delegator in this example, thereby temporarily delegating approval authority for the
following application profiles and approval groups:

Application Profile used Approval groups

Change Management APPROVER CAB

Request Management APPROVER ASSET MANAGEMENT

FACILITIES

HELPDESK

LAN SUPPORT

M/F SUPPORT

ONLINE SUPPORT

WAN SUPPORT

TRAINING

TRAINING

TELECOMS

SUPPORT ADMIN

SYSTEMS ADMIN

SOFTWARE

SERVICE DESK

PROCUREMENT

Service Desk INITIATOR

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The technician is the delegate in this example. The technician's original approval authority includes the
following application profiles and approval groups:

Application Profile used Approval groups

Change Management TECH FACILITIES

LAN SUPPORT

M/F SUPPORT

ONLINE SUPPORT

WAN SUPPORT

Request Management TECH

Service Desk INITIATOR

When the manager delegates approval authority to the technician, the technician temporarily becomes
a member of all of the approval groups that the manager is a member of:

Application Profile used Approval groups Gained as delegate?

Change Management TECH CAB Yes

FACILITIES no

LAN SUPPORT no

M/F SUPPORT no

ONLINE SUPPORT no

WAN SUPPORT no

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Application Profile used Approval groups Gained as delegate?

Request Management TECH ASSET MANAGEMENT Yes

FACILITIES Yes

HELPDESK Yes

LAN SUPPORT Yes

M/F SUPPORT Yes

ONLINE SUPPORT Yes

WAN SUPPORT Yes

TRAINING Yes

TRAINING Yes

TELECOMS Yes

SUPPORT ADMIN Yes

SYSTEMS ADMIN Yes

SOFTWARE Yes

SERVICE DESK Yes

PROCUREMENT Yes

Service Desk INITIATOR no

What happens when I delegate approval authority?

When you delegate approval authority to a qualified operator, the delegate receives an email
notification. Delegates are also notified when a new approval arrives in their approval queues.

As a delegator, you always retain your normal approval authority. Both you and any delegates you
authorize have the ability to approve items while an approval delegation is active.

Viewing approvals
As a delegator, when you log on to HP Service Manager, you will see both your own and any delegated
approvals in your approval queue.

l To view your active approval delegations, you can use the Approval Delegation wizard or the My
active approval delegations view.

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l To view your past delegations, you can use the Copy Approval Delegation wizard or the My past
approval delegations view.

Tracking approval actions

When a delegate acts on an approval, Service Manager tracks the delegate's actions by adding both
the delegate's operator name and your operator name to the approval record.

l Service Manager lists the delegate's name in the Operator column of the Completed Approval
Actions table.

l Service Manager lists the delegator's name in the Approve For column of the Completed Approval
Actions table.

After the approval delegation expires

When an approval delegation expires, a delegate is no longer considered a temporary member of your
approval groups. This means that the delegate can no longer see or act on items that belong
exclusively to your approval groups. The restriction includes any approvals that the delegate previously
acted on during the delegation period. In some cases, this may mean that only you as delegator can
see a particular approval record.

Delegate approvals to another operator

Applies to User Roles:

System Administrator and other users with approval delegation authority

You can only delegate approvals to another operator if a System Administrator enables the Delegate
Approvals or Can Delegate Approvals option for you in your application profile.

To delegate approvals to another operator, follow the steps below:

1. Click Approval Delegation. The Approval Delegation wizard opens and displays any active
approval delegations assigned to you.

2. To create a new approval delegation, click Add New Delegation.

3. Select whether to delegate all your approvals or to select approvals.

4. If you are selecting approvals, make the following choices:

a. Choose which application's approvals you want to delegate.

b. Choose how you want delegate approvals assigned to you:

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o Assigned as part of an assignment group

o Assigned directly to you as an operator

Note: You can select multiple assignment groups or operators as needed.

5. Select the delegate to whom you want to grant approval authority.

Note: HP Service Manager only displays operators who are eligible approval delegates. If you
do not see a particular operator listed as a potential delegate, it means that the operator does
not have one or more of the rights required to be eligible for approval delegation. Consult your
System Administrator if you want to assign additional rights to a particular operator.

6. Select the date range during which the approval delegation will be active.

Update an active approval delegation

Applies to User Roles:

System Administrator and other users with approval delegation authority

You can change the delegate, the start date, or the end date of any currently active approval delegation
by using the Approval Delegation wizard. If you want to use a delegation as a template for a new
delegation, use the Copy Approval Delegation wizard.

Note: To change approvals delegated by a specified assignment group or

operator name, you must disable the current delegation and create a new one
with the new assignment groups and operator names. HP Service Manager
requires a new delegation in order to determine which operators are qualified to
be delegates.

To update an active approval delegation, follow the steps below:

1. Click Approval Delegation. The Approval Delegation wizard opens and displays any active
approval delegations assigned by you.

2. Select the approval you want to edit from the list of active delegations.

3. Click Edit Current Delegation.

4. Select the new start and end dates for the approval delegation.

Note: Service Manager dates always default to midnight (00: 00: 00) of the selected day. If
you want to set a different start time, manually type in the new start time using the twenty-four

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hour: minute: second format notation. For example 23: 59: 59 represents 11: 59 PM and
59 seconds.

5. Click Next to save your changes and close the wizard.

Disable an active approval delegation

Applies to User Roles:

System Administrator and other users with approval delegation authority

You can disable any currently active approval delegation. You cannot disable an inactive past
delegation.

To disable an active approval delegation, follow the steps below:

1. Click Approval Delegation.

The Approval Delegation wizard opens and displays any active approval delegations assigned
by you.

2. Select the approval you want to disable from the list of active delegations.

3. Click Edit Current Delegation.

4. Clear the Enabled check box.

5. Click Next to save your changes and close the wizard.

Note: To view your past delegations or delegations assigned to you, use one of the default
approval delegation views.

Copy an approval delegation

Applies to User Roles:

System Administrator and other users with approval delegation authority

You can use an existing approval delegation as a template to create a new approval delegation. The
wizard copies the values from the existing delegation and allows you to change the delegate and the
delegation dates. You cannot change the application module, delegated approval groups, or operator
when copying an approval delegation. If you want to change these values, you must create a new
approval delegation.

To copy an approval delegation, follow the steps below:

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1. From the To Do view, select Approval Delegation from the Queue list. HP Service Manager
displays the Approval Delegation view.

2. From the View list, select either My active approval delegations or My past approval
delegations.

3. Select the approval you want to copy from the list of approval delegations.

4. Click Copy Approval Delegation. Service Manager displays the Copy Approval Delegation
wizard and automatically fills in the delegate name, the delegated module, approval groups, and
operator.

5. Select the new delegate if needed.

6. Select the new delegation start and end dates.

7. Select Enabled.

8. Click Next to create a new approval delegation.

Views available for approval delegation

HP Service Manager provides default views for delegators and delegates to manage approval
delegations. Administrators can also view approval delegation records directly from the Database
Manager by viewing the ApprovalDelegation table.

Available
View Description Actions

My active A list of the currently active approvals that you delegated to other l Start the
approval operators. This view does not display future delegations because Approval
delegations they are not currently active. Delegation
wizard

l Export

l Print

My past A list of the inactive approvals that you delegated to other operators l Start the
approval in the past. Copy
delegations Approval
Delegation
wizard

l Export

l Print

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Available
View Description Actions

Active A list of the currently active approvals delegated to you. This view l Export
approvals only displays approvals where you are the active delegate. Use the
assigned to other views to display your past or pending delegations. l Print
me

Past A list of the inactive approvals that other operators have delegated to l Export
approvals you in the past.
assigned to l Print
me

Note: If you create or update an approval delegation record you may need to use the Service
Manager Refresh option in order for the views listed above to display the new delegation record.

User roles
The Service Management process can meet best practices when employees involved in the process
are assigned user roles in your IT organization. For information on the Service Management
organizational model of user roles for best practices, see HP Service Manager Processes and Best
Practices Guide in the related topics.

A user role is a template that combines a collection of application profiles, security roles, and capability
words into a single record. Service Manager provides out-of-box user role descriptions with appropriate
capability words and application profiles that define a variety of business functions or roles. By defining
and assigning user role descriptions, a System Administrator can grant an operator the capability words
and application profile required for a particular job.

The Service Management process consists of the following user roles:

l "User roles: Service Manager Administration" on page 219

l "User roles: Change Management" on page 186

l "User roles: Configuration Management" on page 190

l "User roles: Incident Management" on page 196

l "User roles: Knowledge Management" on page 205

l "User roles: Problem Management" on page 202

l "User roles: Release Management" on page 207

l "User roles: Request Management" on page 210

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l "User roles: Service Catalog" on page 218

l "User roles: Service Desk" below

Service Desk user role descriptions

The following table describes the responsibilities of the HP Service Manager Service Desk user role
descriptions.

Role Responsibilities

User l Report all IT-related requests to the service desk or use the self-service web
pages

l Validate solutions and answers that are provided by the IT department to a

registered service request

Service Desk l Register interactions based on contact with the user

Agent
l Match user interaction to incidents, problems, known errors, or knowledge
documents

l Solve and close interactions

l Provide status updates to users on request

l Register incidents based on user interactions and assign them to the correct
support group

l Register requests for change, based on user interactions

l Register service requests, based on a user interactions

l Validate solutions provided by support groups

l Report and verify solution to users

l Monitor the Service Level Agreement (SLA) targets of all registered incidents
and escalate the incidents if required

l Communicate service outages to all users

User roles: Service Desk

The out-of-box Service Desk user role descriptions use these application profiles and capability words.
In order to use Service Desk, you must assign the appropriate user role descriptions to your personnel.
If necessary, you can modify these user role descriptions or add new ones.

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Configu Servi Inciden Proble Reques Service Contra

Us ration ce t m Change t Level ct
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Configu Servi Inciden Proble Reques Service Contra

Us ration ce t m Change t Level ct
er Manage Desk Manage Manage Manage Manage Manage Manage Capabil
Rol ment Profil ment ment ment ment ment ment ity
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ser DEFAU servic service DEFAU SD request partial.k

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Change Management user role descriptions

The following table describes the responsibilities of the HP Service Manager Change Management
user role descriptions.

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Role Responsibilities

Change Analyst l May be involved in the change assessment and planning phase to deliver
input to the Change Coordinator when assessing the change impact

l Verifies that tasks are correctly assigned and rejects tasks if needed

l Builds, tests, and implement changes based on the change plan

l Executes the backup plan if required

Change l Register changes

Coordinator
l Review the changes received and validate the change after filtering

l Complete registration of changes by applying the correct change model and

providing the change details

l Coordinate the assessment phase of the change, and create change

planning based upon the assessment information

l After approval, coordinate the change implementation according to the

planning created earlier

l Assign tasks to the Change Analysts and perform action based on the
outcome of the change implementation

l After implementation, evaluate the change handling and close the change

Change l Review all changes after the assessment and planning phase and address
Manager the right Change Approvers

l Organize Change Advisory Board meeting if necessary

l Update the change after approval is given

l Periodically review changes in a Post Implementation Review and determine

and execute follow-up actions

l Coordinate all activities in case the emergency change handling procedure is

triggered

Change l Approve or deny Change when requested. This can be either electronically
Approver by using the service management tool or by using a Change Advisory Board
(CAB) or Emergency-Change Advisory Board (E-CAB) meeting.

Release l Change Analyst who transfers the new release from development to test
Packaging environment or from test to production environment.This role cannot be
&Build Manager fulfilled by the Change Analyst who has built the new release.

E-CAB l Selection of Change Approvers who need to provide approval in case of an

Emergency Change.

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User roles: Change Management

The out-of-box Change Management user role descriptions use these application profiles and capability
words. In order to use Change Management, you must assign the appropriate user role descriptions to
your personnel. If necessary, you can modify these user role descriptions or add new ones.

Chang Reque
Configu Servi Inciden Proble e st Service Contra
ration ce t m Manag Manag Level ct
Manage Desk Manag Manag ement ement Manag Manag Capabili
User ment Profil ement ement Profile Profile ement ement ty
Role Profile e Profile Profile s s Profile Profile Words

Chang DEFAU DEF DEFAU DEFAU change partial.k

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Chang Reque
Configu Servi Inciden Proble e st Service Contra
ration ce t m Manag Manag Level ct
Manage Desk Manag Manag ement ement Manag Manag Capabili
User ment Profil ement ement Profile Profile ement ement ty
Role Profile e Profile Profile s s Profile Profile Words

Chang DEFAU DEF DEFAU DEFAU change partial.k

e LT AULT LT LT approve ey
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ver request
change
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Chang DEFAU DEF DEFAU DEFAU change request partial.k

e LT AULT LT LT coordin reviewe ey
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Chang Reque
Configu Servi Inciden Proble e st Service Contra
ration ce t m Manag Manag Level ct
Manage Desk Manag Manag ement ement Manag Manag Capabili
User ment Profil ement ement Profile Profile ement ement ty
Role Profile e Profile Profile s s Profile Profile Words

Chang DEFAU DEF DEFAU DEFAU change request partial.k

e LT AULT LT LT manage or ey
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task
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ChMAd
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Chang Reque
Configu Servi Inciden Proble e st Service Contra
ration ce t m Manag Manag Level ct
Manage Desk Manag Manag ement ement Manag Manag Capabili
User ment Profil ement ement Profile Profile ement ement ty
Role Profile e Profile Profile s s Profile Profile Words

E- DEFAU DEF DEFAU DEFAU emerge DEFAU DEFAU DEFAU partial.k

CAB LT AULT LT LT ncy LT LT LT ey
group change
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public.fa
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Administ
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OCMQ
OCMO
OCML

Configuration Management user role descriptions

The following table describes the responsibilites of the HP Service Manager Configuration
Management user role descriptions.

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Role Responsibilities

Configuration l Manage the Configuration Management Plan and Policies

Manager

Configuration l Based on successful implemented change, assess current Configuration

Administrator Items (CIs) and adjust CI details if required.

l Create new CIs if allowed and register all required information.

l Label new CIs and relate CIs to contracts.

l Periodically (or on request) generate status reports and distribute to

stakeholders.

Configuration l Review and validate CMS updates and create exception reports if needed.
Auditor
l Conduct configuration audits and perform appropriate actions if an
unregistered component is detected or if a component is missing.

CMS/Tools l Configure the data model, policies, and CI types in the service management
Administrator tool

User roles: Configuration Management

The out-of-box Configuration Management user role descriptions use these application profiles and
capability words. In order to use Configuration Management, you must assign the appropriate user role
descriptions to your personnel. If necessary, you can modify these user role descriptions or add new
ones.

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Chang Reque
Configu Servi Incide Proble e st Service Contra
ration ce nt m Manag Manag Level ct
Manage Desk Manag Manag ement ement Manag Manag Capabil
User ment Profil ement ement Profile Profile ement ement ity
Role Profile e Profile Profile s s Profile Profile Words

configu configur DEF DEFA DEFA DEFA request partial.k

ration ation AULT ULT ULT ULT receiver ey
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ICMAd
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OCML

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Chang Reque
Configu Servi Incide Proble e st Service Contra
ration ce nt m Manag Manag Level ct
Manage Desk Manag Manag ement ement Manag Manag Capabil
User ment Profil ement ement Profile Profile ement ement ity
Role Profile e Profile Profile s s Profile Profile Words

configu configur DEF configu DEFA DEFA partial.k

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Chang Reque
Configu Servi Incide Proble e st Service Contra
ration ce nt m Manag Manag Level ct
Manage Desk Manag Manag ement ement Manag Manag Capabil
User ment Profil ement ement Profile Profile ement ement ity
Role Profile e Profile Profile s s Profile Profile Words

CMS DEFAU DEF DEFA DEFA DEFA DEFA DEFA DEFA partial.k
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public.fa
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Administ
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OCMQ
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OCML

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Configu Servi Incide Proble e st Service Contra
ration ce nt m Manag Manag Level ct
Manage Desk Manag Manag ement ement Manag Manag Capabil
User ment Profil ement ement Profile Profile ement ement ity
Role Profile e Profile Profile s s Profile Profile Words

tools DEFAU DEF DEFA DEFA DEFA request partial.k

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Incident Management user role descriptions

The following table describes the responsibilities of the HP Service Manager Incident Management
user role descriptions.

Role Responsibilities

Operator l Register incident based on an event and assign to the correct support group.

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Role Responsibilities

Incident l Review and accept or reject assigned incidents.

Analyst
l Investigate and diagnose the incident.

l Document incident resolution or workaround in the Service Management

application.

l Implement incident resolution.

l Verify that the incident is resolved and close the incident.

Incident l Review and accept or reject incidents assigned to the support group.
Coordinator
l Handle incidents escalated by an Incident Analyst of the support group.

l Monitor Operational Level Agreements (OLA) and Underpinning Contracts

(UC) targets of the support group.

Incident l Handle incidents escalated by the Incident Coordinator or by the Service

Manager Desk Agent.

l Determine and execute the appropriate escalation actions.

l Request an Emergency Change if required.

Service Desk l Register interactions based on contact with the user

Agent
l Match user interaction to incidents, problems, known errors, or knowledge
documents

l Solve and close interactions

l Provide status updates to users on request

l Register incidents based on user interactions and assign them to the correct
support group

l Register requests for change, based on user interactions

l Register service requests, based on a user interactions

l Validate solutions provided by support groups

l Report and verify solution to users

l Monitor the Service Level Agreement (SLA) targets of all registered incidents
and escalate the incidents if required

l Communicate service outages to all users

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Role Responsibilities

Service Desk l Handle incidents that are categorized as Complaints.

Manager

User roles: Incident Management

The out-of-box Incident Management user role descriptions use these application profiles and capability
words. In order to use Incident Management, you must assign the appropriate user role descriptions to
your personnel. If necessary, you can modify these user role descriptions or add new ones.

Reque
Configu Servi Inciden Proble st Service Contra
ration ce t m Change Manag Level ct
Manage Desk Manag Manag Manage ement Manag Manag Capabil
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Role Profile e Profile Profile Profiles s Profile Profile Words

operat DEFAU DEF operato DEFAU DEFAU request partial.k

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Reque
Configu Servi Inciden Proble st Service Contra
ration ce t m Change Manag Level ct
Manage Desk Manag Manag Manage ement Manag Manag Capabil
User ment Profil ement ement ment Profile ement ement ity
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Reque
Configu Servi Inciden Proble st Service Contra
ration ce t m Change Manag Level ct
Manage Desk Manag Manag Manage ement Manag Manag Capabil
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Reque
Configu Servi Inciden Proble st Service Contra
ration ce t m Change Manag Level ct
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Reque
Configu Servi Inciden Proble st Service Contra
ration ce t m Change Manag Level ct
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Problem Management user role descriptions

The following table describes the responsibilities of the HP Service Manager Problem Management
user role descriptions.

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Role Responsibilities

Problem Manager l Prioritize and plan problems registered by the Problem Coordinators

l Communicate with stakeholders if required

l Inform the Change Manager if required

l Defer Problems if needed

l Decide on investigation of Known Errors

l Register Request for Changes or Service Requests to solve known errors

l Conduct problem review and document lessons learned

l Close problem and inform stakeholders

l Monitor problem and known error resolution progress and perform required
action

Problem l Periodically perform analysis to see if new problems need to be registered

Coordinator
l Register problems

l Assign work to Problem Analysts and coordinate Root Cause Analysis

l Register known errors

l Inform Problem Manager

l Assign known error to Problem Analyst

l Validate proposed solutions to known errors

l Validate outcome of closed changes and close known error

l Validate that a problem is solved.

Problem Analyst l Investigate and diagnose assigned problems for workarounds and/or root
causes

l Review and accept or reject assigned known errors

l Investigate and diagnose assigned known errors and propose solutions

and workarounds

l Implement corrective actions and close known error

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User roles: Problem Management

The out-of-box Problem Management user role descriptions use these application profiles and
capability words. In order to use Problem Management, you must assign the appropriate user role
descriptions to your personnel. If necessary, you can modify these user role descriptions or add new
ones.

Chang Reque
Configu Servi Proble e st Service Contra
ration ce Incident m Manag Manag Level ct
Manage Desk Manage Manag ement ement Manag Manag Capabi
User ment Profil ment ement Profile Profile ement ement lity
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proble DEFAU DEF DEFAU problem DEFAU partial.k

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ment

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Chang Reque
Configu Servi Proble e st Service Contra
ration ce Incident m Manag Manag Level ct
Manage Desk Manage Manag ement ement Manag Manag Capabi
User ment Profil ment ement Profile Profile ement ement lity
Role Profile e Profile Profile s s Profile Profile Words

proble DEFAU DEF problem problem DEFAU partial.k

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incident
manage
ment

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Chang Reque
Configu Servi Proble e st Service Contra
ration ce Incident m Manag Manag Level ct
Manage Desk Manage Manag ement ement Manag Manag Capabi
User ment Profil ment ement Profile Profile ement ement lity
Role Profile e Profile Profile s s Profile Profile Words

proble DEFAU DEF problem problem problem request partial.k

m LT AULT manager manage manage or ey
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problem
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user.fav
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incident
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OCMQ
OCML

Knowledge Management user role descriptions

The following table describes the responsibilites of the HP Service Manager Knowledge Management
user role descriptions.

Role Responsibilities

KCS l Contribute new knowledge articles

I

KCS l Contribute new knowledge articles

II
l Approve articles for internal audiences

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Role Responsibilities

KCS l Contribute new knowledge articles

III
l Approve articles for internal audiences

l Approve articles for external audiences

Assign this level to operators who are trained on the KCS practices and have demonstrated
consistent competency.

User roles: Knowledge Management

The out-of-box Knowledge Management user role descriptions use these application profiles and
capability words. In order to use Knowledge Management, you must assign the appropriate user role
descriptions to your personnel. If necessary, you can modify these user role descriptions or add new
ones.

U
se Configur Serv Proble Reques Service Contrac
r ation ice Incident m Change t Level t
R Manage Desk Manage Manage Manage Manage Manage Manage Capabil
ol ment Profi ment ment ment ment ment ment ity
e Profile le Profile Profile Profiles Profiles Profile Profile Words

K tech helpd service initiator KM requesto DEFAU DEFAU partial.k

C esk tech reviewer r LT LT ey
SI tech change
for request
K change
M task
problem
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expedite
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user.fav
orites
incident
manage
ment

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U
se Configur Serv Proble Reques Service Contrac
r ation ice Incident m Change t Level t
R Manage Desk Manage Manage Manage Manage Manage Manage Capabil
ol ment Profi ment ment ment ment ment ment ity
e Profile le Profile Profile Profiles Profiles Profile Profile Words

K tech helpd service initiator KM requesto DEFAU DEFAU partial.k

C esk tech coordina r LT LT ey
S tech tor change
II request
for change
K task
M problem
manage
ment

expedite
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user.fav
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manage
ment

K tech helpd service initiator KM requesto DEFAU DEFAU partial.k

C esk tech coordina r LT LT ey
S tech tor change
III request
for change
K task
M problem
manage
ment

expedite
change
incident
manage
ment

user.fav
orites

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Release Management user role descriptions

The following table describes the responsibilities of the HP Service Manager Release Management
user role descriptions.

Role Responsibilities

Release l Creates a changes request to implement new releases

Manager
l After the release is deployed, the Release Manager confirms that the release
is working correctly before proceeding with further deployments.

l For some releases, the Release Manager identifies and describes the type of
training to be provided, when the training is to be conducted, how it is to be
administered, and the reasons for providing it.

Release l Creates and implements release plans and conducts release plan reviews
Packaging/Build when necessary
Manager

User roles: Release Management

The out-of-box Release Management user role descriptions use these application profiles and
capability words. In order to use Release Management, you must assign the appropriate user role
descriptions to your personnel. If necessary, you can modify these user role descriptions or add new
ones.

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Reque
Config Servi Incide Proble st Servic Contra
uration ce nt m Change Manag e Level ct
Manage Desk Manag Manag Manage ement Manag Manag Capabi
User ment Profi ement ement ment Profile ement ement lity
Role Profile le Profile Profile Profiles s Profile Profile Words

release DEFAU servi service DEFA SD request partial.

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OCMQ
OCML

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Reque
Config Servi Incide Proble st Servic Contra
uration ce nt m Change Manag e Level ct
Manage Desk Manag Manag Manage ement Manag Manag Capabi
User ment Profi ement ement ment Profile ement ement lity
Role Profile le Profile Profile Profiles s Profile Profile Words

release DEFAU DEF DEFA DEFA DEFAU request partial.

packagi LT AULT ULT ULT LT or key
ng/build change
mgr request request
coordin change
ator task

proble
m
manag
ement

expedit
e
change
service
desk

user.fa
vorites

incident
manag
ement

ChMAd
min
OCMQ
OCML

Request Management user role descriptions

The following table describes the responsibilities of the HP Service Manager Request Management
user role descriptions.

Role Responsibilities

Request l Administer Request Management applications.

Administrator

Request Approver l Approve requests before they can be processed and filled.

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Role Responsibilities

Request l Coordinate requests. May also be responsible for receiving things into
Coordinator inventory.

Request Helpdesk l Provide helpdesk assistance for opening new item requests.
Tech
l Process service requests.

l Oversee the request process through its cycle back to the customer.

Request l Process requests through the system.

Procurement
Manager l May be required to update inventory data when requested items arrive.

Request Reviewer l Evaluate a Request Management quote for potential errors. A reviewer
may not necessarily have approval rights.

Requestor l Initiate a request through Request Management and search and view
request records.

User roles: Request Management

The out-of-box Request Management user role descriptions use these application profiles and
capability words. In order to use Request Management, you must assign the appropriate user role
descriptions to your personnel. If necessary, you can modify these user role descriptions or add new
ones.

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Reque
Configu Servi Incide Proble st Service Contra
ration ce nt m Change Manag Level ct
Manage Desk Manag Manag Manage ement Manag Manag Capabi
User ment Profil ement ement ment Profile ement ement lity
Role Profile e Profile Profile Profiles s Profile Profile Words

request configur servi incident problem SD request DEFA DEFA partial.k

admini ation ce coordin coordin agent/m admin ULT ULT ey;
strator administ desk ator ator anager change
rator agent reques
t;
change
task;

problem
manage
ment;

expedit
e
change;

ChMAd
min;

OCMA
dmin;
OCML;
OCMO
OCMQ

incident
manage
ment

user.fa
vorites

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Configu Servi Incide Proble st Service Contra
ration ce nt m Change Manag Level ct
Manage Desk Manag Manag Manage ement Manag Manag Capabi
User ment Profil ement ement ment Profile ement ement lity
Role Profile e Profile Profile Profiles s Profile Profile Words

request DEFAU DEF DEFA DEFA DEFAU request DEFA DEFA partial.k
approv LT AULT ULT ULT LT approv ULT ULT ey
er er
problem
manage
ment

inventor
y
manage
ment
change
request
change
task
OCMQ
OCML

query.s
tored

user.fa
vorites

incident
manage
ment

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Reque
Configu Servi Incide Proble st Service Contra
ration ce nt m Change Manag Level ct
Manage Desk Manag Manag Manage ement Manag Manag Capabi
User ment Profil ement ement ment Profile ement ement lity
Role Profile e Profile Profile Profiles s Profile Profile Words

request DEFAU DEF DEFA DEFA DEFAU request DEFA DEFA partial.k
coordin LT AULT ULT ULT LT coordin ULT ULT ey
ator ator OCML
OCMO
OCMQ
change
request
change
task

problem
manage
ment

user.fa
vorites

incident
manage
ment

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Configu Servi Incide Proble st Service Contra
ration ce nt m Change Manag Level ct
Manage Desk Manag Manag Manage ement Manag Manag Capabi
User ment Profil ement ement ment Profile ement ement lity
Role Profile e Profile Profile Profiles s Profile Profile Words

request DEFAU DEF DEFA DEFA DEFAU request DEFA DEFA partial.k
helpde LT AULT ULT ULT LT tech ULT ULT ey
sk tech
problem
manage
ment

inventor
y
manage
ment
change
request
change
task
OCMQ
OCML

query.s
tored

user.fa
vorites

incident
manage
ment

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Configu Servi Incide Proble st Service Contra
ration ce nt m Change Manag Level ct
Manage Desk Manag Manag Manage ement Manag Manag Capabi
User ment Profil ement ement ment Profile ement ement lity
Role Profile e Profile Profile Profiles s Profile Profile Words

request coordina initiat initiator reviewe initiator request DEFA contrac partial.k
procure tor or r receiver ULT t ey
ment speciali
mgr. st problem
manage
ment

inventor
y
manage
ment
change
request
change
task
OCMQ
OCML

query.s
tored

incident
manage
ment
OCMO

user.fa
vorites

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Configu Servi Incide Proble st Service Contra
ration ce nt m Change Manag Level ct
Manage Desk Manag Manag Manage ement Manag Manag Capabi
User ment Profil ement ement ment Profile ement ement lity
Role Profile e Profile Profile Profiles s Profile Profile Words

request DEFAU DEF DEFA DEFA DEFAU request DEFA DEFA partial.k
review LT AULT ULT ULT LT reviewe ULT ULT ey
er r
problem
manage
ment

inventor
y
manage
ment
change
request
change
task
OCMQ
OCML

query.s
tored

user.fa
vorites

incident
manage
ment

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Reque
Configu Servi Incide Proble st Service Contra
ration ce nt m Change Manag Level ct
Manage Desk Manag Manag Manage ement Manag Manag Capabi
User ment Profil ement ement ment Profile ement ement lity
Role Profile e Profile Profile Profiles s Profile Profile Words

request DEFAU DEF DEFA DEFA DEFAU request DEFA DEFA partial.k
or LT AULT ULT ULT LT or ULT ULT ey

problem
manage
ment

inventor
y
manage
ment
change
request
change
task
OCMQ
OCML

query.s
tored

user.fa
vorites

incident
manage
ment

Service Catalog user role descriptions

The following table describes the responsibilities of the HP Service Manager Service Catalog user role
descriptions.

Role Responsibilities

Service Catalog l Manage the Catalog, including adding, updating, and deleting catalog
Manager entries.

Self-Service l Open, view, update and close Requests.

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User roles: Service Catalog

The out-of-box Service Catalog user role descriptions use these application profiles and capability
words. In order to use Service Catalog, you must assign the appropriate user role descriptions to your
personnel. If necessary, you can modify these user role descriptions or add new ones.

Chang Reque Servic

Config Servi Incide Proble e st e Contra
Use uration ce nt m Manag Manag Level ct
r Manag Desk Manag Manag ement ement Manag Manag
Rol ement Profi ement ement Profile Profile ement ement Capability
e Profile le Profile Profile s s Profile Profile Words

Sel self- DEFA service desk

f- servi ULT
serv ce svcCatEmploy
ice eeRequestor
service catalog
change request

serv DEFAU DEF DEFA DEFA DEFA DEFA partial.key

ice LT AUL ULT ULT ULT ULT user.favorites
cata T svcCatAdmin
log service catalog
man service desk
ager
svcCatEmploy
eeRequestor
change request

Administrative user role descriptions

The following table describes the responsibilites of the HP Service Manager administrative user role
descriptions.

Role Responsibilities

Administrator Perform application administrative tasks such as managing message groups,

assignment groups, user profiles, and operator records.

System Access all system capabilities and functions. This role has complete access to the
Administrator system.

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User roles: Service Manager Administration

The out-of-box administrative user role descriptions use these application profiles and capability words.
In order to use HP Service Manager, you must assign the appropriate user role descriptions to your
personnel. If necessary, you can modify these user role descriptions or add new ones.

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Chang Reque
Configu Servi Incide Proble e st Service Contra
ration ce nt m Manag Manag Level ct
Manage Desk Manag Manag ement ement Manag Manag Capabil
User ment Profil ement ement Profile Profile ement ement ity
Role Profile e Profile Profile s s Profile Profile Words

admini DEFAU DEF incident DEFA DEFA DEFA adminis partial.k

strator LT AULT analyst ULT ULT ULT trator ey
change
request
change
task
problem
manage
ment
expedite
change
service
desk

user.fav
orites
incident
manage
ment

EditCont
acts
data
Administ
rator

public.fa
vorites
data
Administ
rator
OCMQ
OCMO
OCML

EditOper
ators

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Chang Reque
Configu Servi Incide Proble e st Service Contra
ration ce nt m Manag Manag Level ct
Manage Desk Manag Manag ement ement Manag Manag Capabil
User ment Profil ement ement Profile Profile ement ement ity
Role Profile e Profile Profile s s Profile Profile Words

system sysadmi sysa sysad sysad sysad sysad sysad sysad partial.k
admini n dmin min min min min min min ey
strator
SysAdm
in

SQLAd
min
SOAP
API

user.fav
orites

Add a user role record

Applies to User Roles:

System Administrator

A user role defines a set of application profiles, capability words, and query groups that you can apply
to any operator record. For example, the self-service role enables the self-service user to open, view,
update, and close service requests.

To add a user role record, follow the steps below:

1. Click System Administration > Ongoing Maintenance > User Roles.

2. Enter a User Role or click Search to select a role from a record list.

3. Add optional information to the form. If necessary, press Ctrl + H to view help for each field.

4. Click Add.

Note: Service Manager provides an out-of-box self-service user role record.

Delete a user role record

Applies to User Roles:

System Administrator

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To delete a user role record, follow the steps below:

1. Click System Administration > Ongoing Maintenance > User Roles.

2. Type or select optional search criteria.

3. Click Search.

4. Select the user role that you want to delete.

5. Click Delete.

6. Click Yes to confirm the deletion.

Search for a user role record

Applies to User Roles:

System Administrator

To search for a user role record, follow the steps below:

1. Click System Administration > Ongoing Maintenance > User Roles.

2. Click Search to select a role from a record list.

Set database access for a user role

Applies to User Roles:

System Administrator

Database access is a feature that gives you the ability to limit or grant access to database records,
such as contacts, company, and regions. You can add or modify the existing out-of-box database
access settings per user role or operator.

To set database access for a user role, follow the steps below:

1. Click System Administration > Ongoing Maintenance > User Roles.

2. Type or select optional search criteria, and then click Search.

3. Select a user role from the record list.

4. Select the Data Access tab.

5. To add a new Data Access record, follow the steps below:

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a. Click Data Access Records.

The Database Manager Data Access form opens.

b. Click Fill in the Database Table Name field to select a table.

c. The user role you initially selected is in the User Role field. If you want to add access to a
different user role than the one you selected, clear the field and click Fill to select a different
user role.

d. To set the database access, select one of the following:

o Allow DB access: The user role specified is granted access to the table specified.

o Prohibit DB access: The user role specified is denied access to the table specified.

e. When access has been granted to a table, click Fill in the View Format field to select the
table view.

f. Click Add.

The new database access record is added.

6. To modify an existing database access record, follow the steps below:

a. Select the Data Access tab.

b. Double-click the Table Name of the existing database access record you want to modify.

The Database Manager Data Access form opens.

c. Make the necessary edits.

d. Click Save.

Your changes are saved.

7. Click OK.

Set the MySM home page for a user role

Applies to User Roles:

System Administrator

Setting a MySM home page for a user role enables you to auto-fill operator records with a MySM home
page, along with the other default settings for the user role. If no MySM home page is set, the user sees
a To Do list upon login.

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Note: Specifying a MySM home page in a user's operator record overrides the default To Do list
and menus for that operator when they log in using the web client, even if the flag for menus has
been set.

To set a MySM home page for a user role, follow the steps below:

1. Click System Administration > Ongoing Maintenance > User Roles.

2. Type or select optional search criteria.

3. Click Search. 

4. Select a user role from the record list.

5. Click the Startup tab.

6. Select a MySM home page from the drop-down list.

7. Click Save.

Capability word model

Capability words provide a security mechanism to control access to HP Service Manager applications
by enabling or disabling parts of the interface. You can add capability words to a user role or individual
operator to control access to Service Manager. In some cases capability words are redundant to the
privileges and views that are already provided by application profiles. In cases where capability words
and application profiles overlap, capability words take precedence.

Service Manager stores capability words in the capability table, which you can access by opening the
capability form in Database Manager, or by clicking System Administration > Ongoing
Maintenance > Capability Words. To limit access, choose a subordinate capability word. To grant a
broad range of permissions, choose a parent capability word, such as SQLAdmin or SysAdmin. If you
create your own capability words or modify the default permissions, you can use the JavaScript
functions checkPermission() and checkExclusivePermission() available in the script library to
determine if an operator has a particular capability word. You must use these functions to enforce the
capability word model.

Capability words
HP Service Manager provides a hierarchy of out-of-box capability words.

Note: Capability words are case-sensitive.

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Primary
Capability subordinate Secondary subordinate Application Description

EditContact Any Enables editing of

s application contact records.
mainly for
admins to edit
contacts
(Administratio
n)

EditOperato Any Enables editing of

rs application the password in
mainly for operator records. If
admins to edit you are not
operators SysAdmin, without
(Administratio this capability word
n) even if you could
edit some other
operator
information you
wouldn't be able to
change the
password.

fscfull Calendar Enables full access

and the ability to
open and update
change records
from the web

fscread Calendar Enables read

capability to FSC
web calendar

ODBC Server Grants access via

Access ODBC32.DLL for
reporting.

SOAP API Web Services Enables the user to

login to Service
Manager and
execute a SOAP
API request.

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Primary
Capability subordinate Secondary subordinate Application Description

SQLAdmin SQL Enables SQL

administrator
authority.

Db2Admin DB2 Enables DB2

administrator
capability.

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Primary
Capability subordinate Secondary subordinate Application Description

SysAdmin All Enables system

Applications administrator
capability (i.e.,
everything).

system.build Administratio Grants access to

n old binary text
format unload
options. These are
used to create a
Service Manager
file system from
scratch and must
always be available
to someone.

programmer RAD Grants access to

the application
generator (ag).

Debug Debugger Enables a non-

sysadmin user to
do debugging for
testing purposes.
Normal users
should not have
this capability word
unless there is
debugging being
done for that user.

AlwaysAdmin Database Defaults

Manager administration
mode to true when
using the Database
Manager.

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Primary
Capability subordinate Secondary subordinate Application Description

ChMAdmin Change Grants access to

Management Change
Management
administration.

change request Change Grants access to

Management Change
Management
requests.

change task Change Grants access to

Management Change
Management
tasks.

expedite change Change RFC management:

Management this person may
expedite changes.

GUIAdmin User Interface Grants access to

GUI administration.

chart.breakdown Charts Enables the

charting capability
in the Service
Manager client.

public.favorites Favorites Enables public

favorites in the
Windows / and
Web client.

user.favorites Favorites Enables the user

favorites in the
Windows / and
Web client.

menu.comman Command Grants command

ds line line access to
functions from
menu.

ICMAdmin Configuration Grants access to

Management Configuration
Management
administration.

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Primary
Capability subordinate Secondary subordinate Application Description

inventory Configuration Grants access to

management Management Configuration
Management.

help Help Enables the user to

add or update help
records

IncidentAdmin Incident Grants access to

Management Incident
Management
administration.

amend suspension Incident Enables the

Management capability to amend
the Incident
Management
profile rights for
suspend/unsuspen
d.

incident management Incident Grants access to

Management Incident
Management.

KMAdmin Knowledge The KMAdmin

Management capability word
enables a user to
perform all
Knowledge
Management and
Knowledge
Centered Support
(KCS) tasks for all
document
categories
including the
administrative
tasks associated
with maintaining
the Knowledge
Management
system.

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Primary
Capability subordinate Secondary subordinate Application Description

knowledge IR Expert Enables the

engineer capability to modify
the adaptive
learning records.

mobile.admin Mobile Grants access to

the HP Portal for
mobile user
administration.

mobile.user Mobile Grants access to

the HP Portal for
mobile users.

ProbAdmin Problem Grants access to

Management Problem
Management
administration.

problem management Problem Grants access to

Management Problem
Management.

query.window Queries Grants access to

query window
function in
query.window
application.

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Primary
Capability subordinate Secondary subordinate Application Description

QueryAdmin Queries Enables query

administrator
capability. Full
access to query
options/maintenan
ce. Includes: query
window, stored
query usage and
editing, etc. This is
intended to be used
like sysadmin, as
an administrator,
not for general
usage. Please use
caution assigning
this as it gives
access to
create/modify
stored queries,
which can
adversely affect
system
performance if not
done correctly.

mod.time.limit Queries Enables the user to

modify the default
time limit for a
partial key query
entered in either
Database Manager
or Change
Management.

partial.key Queries Enables the user to

execute a partial
key query in
Database Manager
or Change
Management.

partial.key.msg.skip Queries Enables the user to

skip the partial key
query message in
Database
Manager.

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Primary
Capability subordinate Secondary subordinate Application Description

query.stored Queries Enable user to

execute stored
queries when F6
(query) key is
pressed, from any
application. The
user will be able to
perform any stored
query assigned to
him/her or a group
he/she belongs to
(allowable groups
in operator record).

query.stored.mod Queries Enable user

execute/modify
access of stored
queries when F6
(query) key is
pressed from any
application.

OCMAdmin Request Grants access to

Management Request
Management
administration.

OCML Request Grants access to

Management Request
Management line
item applications

OCMO Request Grants access to

Management Request
Management order
applications.

OCMQ Request Grants access to

Management Request
Management quote
applications.

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Primary
Capability subordinate Secondary subordinate Application Description

svcCatAdmin Service Grants access to

Catalog Service Catalog
administration.

service catalog Service Enables users to

Catalog request items from
catalog.

svcCatDeptRequester Service Enables a

Catalog department to
request items from
catalog.

svcCatEmployeeReques Service Enables an

ter Catalog employee to
request items from
catalog.

svcCatManagerRequest Service Enables a manager

er Catalog to request items
from catalog.

svcCatTechRequester Service Enables a

Catalog technician to
request items from
catalog.

svcCatRequestOnBehalf Service Enables an

Catalog employee self-
service (ESS) user
to submit a service
catalog request on
behalf of another
user.

SDAdmin Service Desk Grants access to

Service Desk
administration.

service desk Service Desk Grants access to

Service Desk.

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Primary
Capability subordinate Secondary subordinate Application Description

data Service Desk, Enables save, add

administrator Incident and update on
Management supporting tables
from within Service
Management and
Incident
Management.

user User Grants basic

access to an end
user but does not
grant the ability to
add, delete, or
reset.

Add a capability word

Applies to User Roles:

System Administrator

To add a capability word, follow the steps below:

1. Click System Administration > Ongoing Maintenance > Capability Words.

2. Type the information for your new capability word.

3. Click Add.

Delete a capability word

Applies to User Roles:

System Administrator

To delete a capability word, follow the steps below:

1. Click System Administration > Ongoing Maintenance > Capability Words.

2. Type or select optional search criteria.

3. Click Search.

4. Select the capability word that you want to delete.

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5. Click Delete.

6. Click Yes to confirm the deletion.

Search for capability words

Applies to User Roles:

System Administrator

To search for capability words, follow the steps below:

1. Click System Administration > Ongoing Maintenance > Capability Words.

2. Type or select optional search criteria.

3. Click Search.

Operator passwords
Passwords play a major part in controlling system security within HP Service Manager. To protect your
system from unauthorized access, you can require passwords for every operator.

A System Administrator can change any operator password. Users can also change their own
passwords, unless the System Administrator denies operators password modification privileges.

A System Administrator can also set password format restrictions and time limits from the System
Information Record. The System Administrator can set the following password options:

l Format requirements

l Maximum and minimum lifetimes

l Default password for reset passwords

Change a user's password

Applies to User Roles:

System Administrator

Note: A System Administrator can both change and reset a user password. Changing an operator
password permanently changes the password. Resetting an operator password temporarily
changes the password until the operator next logs in at which time HP Service Manager prompts
the operator to change the password.

To change a user password, follow the steps below:

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1. Click System Administration > Ongoing Maintenance > Operators.

2. Type or select optional search criteria.

3. Click Search.

4. Select the operator with password to be changed.

5. Click the Security tab.

6. In the Password field, type the new password for the operator.

7. Click Save.

Disable the password reset option

Applies to User Roles:

System Administrator

To disable the password reset option, follow the steps below:

1. Click System Administration > Base System Configuration > Miscellaneous > System

Information Record.

2. Click the Passwords tab.

3. Select the Prevent Pwd Resets option.

4. Click Save.

Enable password history

Applies to User Roles:

System Administrator

To enable password history, follow the steps below:

1. Click System Administration > Base System Configuration > Miscellaneous > System

Information Record.

2. Click the Password Standards tab.

3. Select the Keep Password History option.

4. Click Save.

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Enable the password reset option

Applies to User Roles:

System Administrator

The Reset Operators Password option provides temporary passwords. However, when you reset an
operator password, HP Service Manager does not verify that the new password conforms to any of the
password standards that you can define in the company record.

To enable the password reset option, follow the steps below:

1. Click System Administration > Base System Configuration > Miscellaneous > System
Information Record.

2. Click the Password Standards tab.

3. Select one of the following options.

Password
reset
option Description

Prevent Select this option to remove Reset Operators Password from the More Actions
Pwd menu. You can still manually change operator passwords from the operator record.
Resets

Reset to Select this option to reset the operator password to the log-in name whenever an
User administrator chooses Reset Operators Password from the More Actions menu.
Name

Prompt for Select this option to display a dialog box where an administrator can enter a new
Value password whenever the administrator chooses Reset Operators Password from
the More Actions menu.

Reset to Select this option to reset an operator password to the value you type in the text
Value field whenever the administrator chooses Reset Operators Password from the
More Actions menu.

4. Click Save.

Reset an operator's password

Applies to User Roles:

System Administrator

To reset an operator password, follow the steps below:

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1. Click System Administration > Ongoing Maintenance > Operators.

2. Use search or advanced search to find one or more records.

3. Select the operator record from the record list.

4. Click More or the More Actions icon, and then select Reset Operators Password.

5. Click Yes to confirm the operation.

When you reset an operator password, HP Service Manager does not verify that the new password
conforms to the password standards that you defined in the company record. Therefore, use the Reset
Operators Password option to provide only temporary passwords.

Set password format restrictions

Applies to User Roles:

System Administrator

To set password format restrictions, follow the steps below:

1. Click System Administration > Base System Configuration > Miscellaneous > System

Information Record.

2. Click the Password Composition tab.

3. Type or select the following options:

n Min Password Length: type the minimum number of characters a password can contain.

n Max Password Length: type the maximum number of characters a password can contain.

n Allow Alpha Characters: select this option to allow users to create passwords with
alphabetical characters.

n Allow Numeric Characters: select this option to allow users to create passwords with
numeric characters.

n Allow Symbolic Characters: select this option to allow users to create passwords with
symbolic characters.

Note: HP Service Manager prevents users from creating passwords that start with the
following symbolic characters: pound (#), equal sign (=), tilde (~), greater than (>), and less
than (<).

n Always Require a Password: select this option to require all users to have a password

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defined in their operator record. This option is the only way to prevent users from having blank
passwords.

Caution: Users who currently have blank passwords defined in their operator record can
still log in until they are required to change their passwords.

n Require Alpha Chars: select this option to require users to create passwords that contain at
least one alphabetical character.

o Min Required: type the minimum number of alphabetical characters a password must
contain. This value must be a positive integer if you select the Require Alpha
Chars option.

n Require Mixed Case: select this option to require users to create passwords that contain both
upper case and lower case alphabetical characters.

n Require Non-Alpha Chars: select this option to require users to create passwords that
contain at least one numerical or symbolic character.

o Min Required: type the minimum number of numerical characters a password must
contain. This value must be a positive integer if you select the Require Non-Alpha
Chars option.

n Prohibit Space Character: select this option to prohibit users from creating passwords that
contain the space character.

4. Click Save.

Caution: The only way to prevent users from defining blank passwords is to select the Always
Require a Password option.

Set password maximum lifetimes

Applies to User Roles:

System Administrator

To set password maximum lifetimes, follow the steps below:

1. Click System Administration > Base System Configuration > Miscellaneous > System

Information Record.

2. Click the Password Lifetime tab.

3. Type or select the following options:

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n No Max Lifetime: select this option to disable password expiration.

n Use Time Period: select this option to have passwords expire after a set time period.

o Max Pwd Lifetime: type the number of days, hours, minutes, and seconds before user
passwords expire.
Type the time period in the following format: Dayshours: minutes: seconds. For example, 4
03: 02: 01 expires user passwords after 4 days, 3 hours, 2 minutes, and 1 second.

n Use Number of Logins: select this option to have passwords expire after a set number of
user logins.

o Max before change: type the number of logins before user passwords expire.

n Notify by Email on Password Change: select this option to notify users by email whenever
another user, such as a System Administrator, changes their password.

4. Click Save.

Set password minimum lifetimes

Applies to User Roles:

System Administrator

To set password minimum lifetimes, follow the steps below:

1. Click System Administration > Base System Configuration > Miscellaneous > System

Information Record.

2. Click the Password Lifetime tab.

3. Type or select the following options:

n No Min Lifetime: select this option to disable password expiration.

n Use Time Period: select this option to have passwords expire after a set time period.

o Min Pwd Lifetime: type the number of days, hours, minutes, and seconds before user
passwords expire.

Type the time period in the following format: Dayshours: minutes: seconds. For example, 4
03: 02: 01 expires user passwords after 4 days, 3 hours, 2 minutes, and 1 second.

n Use Number of Logins: select this option to have passwords expire after a set number of
user logins.

o Min before change: type the number of logins before user passwords expire.

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n Notify by Email on Password Change: select this option to notify users by email whenever
another user, such as a System Administrator, changes their password.

4. Click Save.

License tracking
HP Service Manager tracks floating and named licenses on the application level for reporting purposes.

The logon process determines which applications are authorized for each user, allocates a floating or
named license for the duration of the session, and records usage information in the stathistory file.
When the user logs out or ends the session, Service Manager deallocates the license. Because
Service Manager tracks the highest daily license usage for each application, administrators can use
this information to determine how many licenses are being used and when peak usage times occur.
They can enable or disable user license tracking at any time.

The license tracking feature tracks the named and floating licenses on an application basis. Service
Manager refreshes the license usage information whenever the user logs out, or the session terminates
by inactivity or administrator action.

Authorized applications
The following applications monitor licenses:

l Contract Management

l Change Management

l Incident Management

l Configuration Management

l Request Management

l Problem Management

l Service Desk

l Knowledge Management

The Database Administrator can enable and disable the application license tracking feature. Service
Manager applications contain logic to ensure license usage accuracy.

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License types
There are two types of license: login license (named or floating, which just controls the initial login), and
the application license for individual module access.

License type Description

Login license Controls the initial login:

l Floating: Users are not on the Named user list for the application and they have
update capabilities.

l Named: Users are on the Named user list for the application and they have
update capabilities.

Application Controls individual module access.

license
Logging in as any user with update capacity for an application consumes a license
for that application. Update capacity includes permission to add, update, or delete
any record associated with the application.

Login licenses are tightly controlled so that the product will not allow you to log in if you exceed your
login licenses. Application licenses are lightly controlled, and you can exceed the licenses with only a
warning message.

If the Named Application field in the operator record is empty and the operator logging in is a Named
user, the user will consume one named login license and floating licenses for application license. If the
Named Application field in the operator record is only filled with, for example, Incident Management, the
same user will consume one named login license, one floating license for each other
application/module, and one named license for the Incident Management application/module. In other
words, by default the Application Licenses are floating licenses regardless of whether the operator is a
named or floating user.

Login licensing has been separated from Module licensing to provide more flexibility. It is possible to
change the default behavior to ensure the Named user consumes a Named license, instead of a
Floating license for the Modules. To do so, follow the steps below:

1. Open the Operator record.

2. Click the Login Profiles tab, add the Modules required for the Named user in the Named
Applications field.

Profile fields for Service Desk license tracking

Users that have the capability to update records in Service Desk will consume either a Floating or
Named license. HP Service Manager tracks these licenses for reporting purposes.

Users who have update capabilities for any of the following fields in the Service Desk security profile
(smenv) will consume a Service Desk license:

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Label Field Name

New new

Close close

Update update

Profile fields for Change Management license tracking

Users who have the capability to update records in Change Management will consume either a Floating
or Named license. HP Service Manager tracks these licenses for reporting purposes.

Users who have update capabilities for any of the following fields in the Change Management security
profile (cm3profile table) will consume a Change Management license when they log in:

Label Field Name in cm3profile

New new

Update update

Update when closed closed.update

Reopen reopen

Copy and open cpyopn

Change category new.category

Change phase phase.sel

Calculate risk calc.risk

Can access approvals approvals

Can override approvals approve.override

Can mass approve approve.mass

Profile fields for Configuration Management license tracking

Users who have the capability to update records in Contract Management will consume either a
Floating or Named license. HP Service Manager tracks these licenses for reporting purposes.

Users who have update capabilities for any of the following fields in the Configuration Management
security profile (icmenv) will consume a Configuration Management license:

Label Field Name in icmenv

New new

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Label Field Name in icmenv

Delete delete

Update update

Change device type change.devtype

Template Mass Update db.template

Complex Mass Update db.complex

Mass Delete mass.delete

Profile fields for Incident Management license tracking

Users who have the capability to update records in Incident Management will consume either a Floating
or Named license. HP Service Manager tracks these licenses for reporting purposes.

Users who have update capabilities for any of the following fields in the Incident Management security
profile (pmenv) will consume an Incident Management license:

Label Field Name

New new

Close close

Update update

Inactivate inactivate

Mass inactivate mass.inactivate

Reopen reopen

Can suspend suspend

Can unsuspend unsuspend

Profile fields for Knowledge Management license tracking

Users who have the capability to update records in Knowledge Management will consume either a
Floating or Named license. HP Service Manager tracks these licenses for reporting purposes.

Users who have update capabilities for any of the following fields in the Knowledge Management
security profile (kmprofile) will consume a Knowledge Management license:

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KCS I
Label Field Name in kmprofile

Contribute New Knowledge contribute

Save a Draft Copy save.draft

Edit working copy documents in Knowledge Management edit.in.workflow

KCS II
Label Field Name in kmprofile

Publish internal immediately int.immediate

Retire / Archive a document retire

Publish a working copy document internally internal

Unretire a retired document unretire

Modify a published document modify

Delete a retired document delete.doc

Revert a working copy to the published version revert

Delete Feedback delete.feedback

KCS III
Label Field Name in kmprofile

Publish internal and external immediately ext.immediate

Publish a working copy document internally and externally external

Admin
Label Field Name in kmprofile

Manage document types and views doctypes

Manage Categories manage.categories

Manage knowledgebases knowledgebases

Integration Mapping integration.mapping

Manage shared content shared.content

Configure hit list configure.hit.list

Manage environment and profiles environment.profiles

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Admin, continued
Label Field Name in kmprofile

Review/publish any draft any.draft

Search in all categories admin.search.all

Edit Adaptive Learning edit.adaptive.learning

Profile fields for Problem Management license tracking

Users who have the capability to update records in Problem Management will consume either a
Floating or Named license. Service Manager tracks these licenses for reporting purposes.

Users who have update capabilities for any of the following fields in the Problem Management security
profile (rcenv) will consume a Problem Management license:

Problems > Security > Rights

Label Field Name in rc.profile

New new

Close close

Update update

Reopen reopen

Problem Tasks > Security > Rights

Label Field Name in rc.profile

New pmt.new

Close pmt.close

Update pmt.update

Reopen pmt.reopen

Known Errors > Security > Rights

Label Field Name in rc.profile

New kne.new

Close kne.close

Update kne.update

Reopen kne.reopen

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Profile fields for Request Management license tracking

Users who have the capability to update records in Request Management will consume either a
Floating or Named license. HP Service Manager tracks these licenses for reporting purposes.

Users who have update capabilities for any of the following fields in the Request Management security
profile (ocmprofile) will consume a Request Management license:

Label Field Name in ocmprofile.g

Rights > Basic Options

All Functions all

Conf Close cfrm.close

New new

Conf Copy_Open cfrm.copy

Close close

Conf End cfrm.end

Post post

Update update

Conf Open cfrm.open

Conf Next Phase cfrm.nextphase

Reopen reopen

Update when closed closed.update

Conf Reopen cfrm.reopen

Conf Update cfrm.update

Copy Open cpyopn

Calculate Impact calcrsk

Generate Orders generate.order

Change Category new.category

Change Phase new.phase

Mark/Drop Available avail.to.order

Alert/Approval > Approval Options

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Label Field Name in ocmprofile.g

Approval Action appr.active

Deny apprdis

Override approve.override

Retract apprun

Reeval approve.reeval

Approvals approvals

Mass Approve approve.mass

Reset approve.reset

Approve approve

Mass Deny apprdism

Delegate Approvals approve.delegate

Profile fields for Contract Management license tracking

Users who have the capability to update records in Contract Management will consume either a
Floating or Named license. HP Service Manager tracks these licenses for reporting purposes.

Users who have update capabilities for any of the following fields in the Contract Management security
profile (ctenv) will consume a Contract Management license.

General Privileges
Label Field Name

Mass Add mass.add

Mass Update mass.update

Mass Delete mass.delete

Contracts
Label Field Name

Add Contract add.contract

Update Contract update.contract

Cancel Contract cancel.contract

Renew Contract renew

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Payments
Label Field Name

Schedule Payment sched.payment

Gen Payment Sched gen.payment.sched

Update Payment update.payment

Submit Payment submit.payment

Cancel Payment cancel.payment

Delete Payment delete.payment

Contract Templates
Label Field Name

Create Template create.template

Update Template update.template

Delete Template delete.template

Asset Allocation
Label Field Name

Add Asset add.items

Gen Asset Allocation gen.item.allocation

Update Asset update.items

Delete Asset delete.items

Software Counters
Label Field Name

Create Counter add.counter

Update Counter update.counter

Delete Counter delete.counter

Compliance Check compliance.check

Terms and Conditions

Label Field Name

Add Term/Condition add.term

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Terms and Conditions, continued

Label Field Name

Update Term/Condition update.term

Delete Term/Condition delete.term

Profile fields for Service Level Management license tracking

Users who have the capability to update records in Service Level Management will consume either a
Floating or Named license. HP Service Manager tracks these licenses for reporting purposes.

Users who have update capabilities for any of the following fields in the Service Level Management
security profile (slaprofile) will consume a Service Level Management license:

Service Level Agreements > Rights

Label Field Name

New sla.new

Delete sla.delete

Update sla.update

SLO Catalog Records > Rights

Label Field Name

New slocat.new

Delete slocat.delete

Update slocat.update

Response Objectives > Rights

Label Field Name

New slor.new

Delete slor.delete

Update slor.update

Availability Objectives > Rights

Label Field Name

New sloa.new

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Label Field Name

Delete sloa.delete

Update sloa.update

Disable application license tracking

Applies to User Roles:

System Administrator

You must have administrative access to the database to perform this procedure.

To disable application license tracking, follow the steps below:

1. Click System Administration > Base System Configuration > Miscellaneous > System
Information Record.

2. Click the General tab.

3. Select the Disable Application License Tracking check box.

4. Click Save.

Named users
HP Service Manager uses the software license agreement, which provides for two types of licensed
users: named users and floating users.

Named users are users who are always authorized to log on to the Service Manager system when
either floating user licenses or named user licenses are available. Floating users are limited to a
maximum number of concurrent logins as defined by the floating user license. The Service Manager
license key password file encodes the number of named users and floating users in the system as
separate values. You can define as many named users as you want. If the number of named users
logged on exceeds the limit of named user licenses, the surplus named users consume floating
licenses to log on to the Service Manager system. Floating users also consume floating licenses when
they log on. If all of your floating licenses have been used, Service Manager denies access to any
additional unique floating users. Unique named users will still be able to log in if Named licenses are
available. If all named licenses and floating licenses are used, no additional unique users (named or
floating) will be able to connect.

Defining named users

You can use the following method to define named users on your HP Service Manager system:

l Define each named user in the user's operator record

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Determine the number of named users available

Applies to User Roles:

System Administrator

You must have access to the HP Service Manager server to perform this procedure.

To determine the number of named users available, follow the steps below:

1. Open a Windows command prompt window.

2. Change directories to the RUN folder of your Service Manager installation.

3. Type the following command:

sm -reportlic

4. Press Enter.

Service Manager displays a report of your licensed features and your current usage. The Named Users
field lists the number of named users that are active and inactive on your system.

Make an individual operator a named user

Applies to User Roles:

System Administrator

To make an individual operator a named user:

1. Click System Administration > Ongoing Maintenance > Operators.

2. Type or select optional search criteria.

3. Click Search.

4. Select the operator record from the record list.

5. Click the Login Profiles tab.

6. Select the Named User option.

7. Click Save.

Named users for applications

HP Service Manager tracks floating and named licenses for each application based on the number of
users with the ability to update records in the application. Administrators can define a user as a named

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User for the application in the operator record or in the nameduser table.

Triggers keep the operator records and named user records synchronized. When you update the
named.modules field in the operator record, Service Manager also updates the respective named user
record.If you update a named user record; Service Manager updates the corresponding operator record.

Define named users for applications

Applies to User Roles:

System Administrator

You can grant access and update rights to named users.

To define named users for applications by using the Named Applications method, follow the steps
below:

1. Click System Administration > Ongoing Maintenance > Operators.

2. Type or select optional search criteria.

3. Click Search.

4. Select the operator record to update.

5. Click the Login Profiles tab.

6. In the Named Applications field, type or select the application for which you want to enable
operator access.

7. Click Save.

Note: If you want to grant access and update rights for multiple named users in a specific
application, you can do this using the Named User method in Database Manager.

To define named users for applications by using the Named User method, follow the steps below:

1. Click Tailoring > Database Manager.

2. In the Form field, type nameduser

3. Type or select optional search criteria.

4. Click Search.

5. In the Application field, specify the application to be accessed by the operator.

6. In the Named users field, type or select the operators to be assigned update rights for the
specified application.

7. Click Save.

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Disable application license tracking

Applies to User Roles:

System Administrator

You must have administrative access to the database to perform this procedure.

To disable application license tracking, follow the steps below:

1. Click System Administration > Base System Configuration > Miscellaneous > System
Information Record.

2. Click the General tab.

3. Select the Disable Application License Tracking check box.

4. Click Save.

HP Service Manager license report

--- HP Service Manager License Report ---

Permanent License.
Server Quiesced State : Allow All Logins

Licensed Module Useage Named(Licensed) Float

(Licensed)
IR Expert(Foundation) Enabled
Configuration Management(Foundation) 1( 25) 0(
25)
Desktop Administration(Foundation) 0( 25) 0(
25)
HP SOAP API SDK for SC/SM(Foundation) Enabled
HP SCAuto for HP Network Node Manager(Foundation) Enabled
HP SCAuto for HP Operations (ITO/VPO)(Foundation) Enabled
HP SCAuto for Email(Foundation) Enabled
HP SCAuto for Fax Unix(Foundation) Enabled
HP SCAuto for Pager Unix(Foundation) Enabled
HP SCAuto for Fax Windows(Foundation) Enabled
HP SCAuto for Pager Windows(Foundation) Enabled

Self-Service Ticketing(HelpDesk) UnLimited

Incident Management(HelpDesk) 0( 100) 1(
100)
Service Desk(HelpDesk) 0( 100) 1(
100)
Problem Management(HelpDesk) 0( 100) 1(

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100)
Scheduled Maintenance(HelpDesk) 0( 100) 0(
100)

RAD Compiler 0( 0) 0(
25)
Service Catalog 0( 100) 0(
0)
Change Management 0( 100) 1(
100)
Request Management 0( 100) 1(
100)
Service Level Management 0( 100) 0(
100)
Contract Management 0( 100) 0(
100)
Asset Contracts Management 0( 100) 1(
100)
Knowledge Management 0( 100) 1(
100)
Knowledge Management ESS 0( 100) 0(
0)

HP SCAuto SDK for MVS(SCAuto) Enabled

HP SCAuto SDK for Unix/Windows(SCAuto) Enabled
HP SCAuto for Tivoli Netview AIX(SCAuto) Enabled
HP SCAuto for Spectrum(SCAuto) Enabled
HP SCAuto for Lotus Notes(SCAuto) Enabled
HP SCAuto for Tivoli Netview OS390(SCAuto) Enabled
HP SCAuto for TBSM(SCAuto) Enabled
HP SCAuto for CA Unicenter AMO(SCAuto) Enabled
HP SCAuto for CA Unicenter TNG(SCAuto) Enabled
HP SCAuto for Tivoli(SCAuto) Enabled
HP SCAuto for Tally NetCensus(SCAuto) Enabled

Generate a user license report

Applies to User Roles:

System Administrator

You must have administrative access to the server operating system to perform this procedure.

To generate a user license report, follow the steps below:

1. Change directories to the RUN folder of your HP Service Manager installation. For example, run
the following command on Windows:

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cd C:\Program Files\HP\Service Manager x.xx\Server\RUN

2. Type the following command:

sm -reportlic: 1

3. Press Enter.

Stathistory table
The stathistory table updates every time a user logs on to the system. A stathistory record tracks the
named and Floating licenses on an application basis.

The application creates a new stathistory record daily. If a stathistory record already exists, the record
updates. If one does not exist, the application creates a new record. The stathistory record names are:

Application License type

Application name - named

Application name - Floating

For example, to search for floating license Configuration Management records, type:

Configuration Management - Floating

Each stathistory record updates with the number of named or Floating licenses used at that moment.
The number updates only when it is greater than the number already in the table. This enables the
administrator to keep track of the highest number of licenses used at any time.

View the stathistory table

Applies to User Roles:

System Administrator

To view the stathistory table, follow the steps below:

1. Click Tailoring > Database Manager.

2. In the File field, type: stathistory.

3. Click Search.

4. Select any record to view it.

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Self-service licenses
The number of licenses that are active depends on the number of users logged on who can access an
application to add or update records. Self-service users who initiate service requests through an
employee self-service (ess.do) portal do not consume a named or floating license for login, but may
consume an application license. For example, if you have the ability to approve changes, whenever you
log in to the ESS client, you consume a Change Management license. It does not matter if the only
thing you do while logged in to the ESS client is submit a new interaction or check interaction status,
you will consume a full Change Management license because you have the capability to approve a
change. If you also have approval capability for Request Management, you will consume an OCM
license even when logged in to ESS. Self-service users can log on to an ess.do URL to perform certain
activities (such as, searching the knowledgebase to find an answer or logging new interactions) without
contacting the Service Desk.

Users with privileges to log on to Service Desk (or other HP Service Manager applications) are power
users. They use a Windows client or a valid (non-ESS) Web client URL (index.do) and consume a
named or floating license. They can add, update, or delete records.

You can review the sm.log file for messages that specify when a user consumes a license.

Folder entitlement
Folder entitlement isolates company information in folders, ensuring that the right users have the right
access to sensitive company data. For example, a company that manages more than one organization
could create separate security folders for each organization. Users in organization A could be granted
access to Folder A and users in organization B could be granted access to Folder B. The information in
an organization is tied to a security folder when users open records, such as incident records.
Therefore, users in organization A could not access incidents, changes, or requests made by
organization B, and vice versa. When folder entitlement is enabled, a new field appears when users
open records. This field allows users to select the security folder, allowing them to tie the information in
the record to that security folder. Users outside the organization who have not been granted permission
to access the data in the folder cannot see the record. When users outside the organization search
incidents, changes, or requests, the records are not found.

In HP Service Manager, a System Administrator enables or disables folder entitlement. For more
information on enabling and disabling folder entitlement, see the related topics.

The available out-of-box company security folders on the Folder Entitlement tab are DEFAULT and
advantage. However, the System Administrator can add folders to meet your business needs.

For each security folder added, a System Administrator must grant permissions to a specific
application security profile, thereby granting permissions to all operators associated with that profile.
Permission settings are selected for operators based on roles that reflect their responsibilities. When
defining roles, each role displays a top level view for all folders. You can then click on each folder and
set rights on individual fields for a folder, or modify workgroups. If a user does not have specific rights
defined for a folder, the default rights from the user profile are assigned.

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The System Administrator can set the default folder for an individual operator. This setting allows the
records opened by the operator to be automatically associated with the default security folder selected.

Enable folder entitlement

Applies to User Roles:

System Administrator

To enable folder entitlement, follow the steps below:

1. Click System Administration > Base System Configuration > Miscellaneous > System

Information Record.

2. Click the General tab.

3. Select the Enable Folder Entitlement check box.

4. Click Save.

5. Click OK.

6. Log out of HP Service Manager and log back in.

Folder Entitlement is now enabled.

Disable folder entitlement

Applies to User Roles:

System Administrator

To disable folder entitlement, follow the steps below:

1. Click System Administration > Base System Configuration > Miscellaneous > System

Information Record.

2. Click the General tab.

3. Deselect the Enable Folder Entitlement check box.

4. Click Save.

5. Click OK.

6. Log out of HP Service Manager and log back in.

Folder entitlement has been disabled. There are no longer any security folders assigned to
operators.

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Add a security folder

Applies to User Roles:

System Administrator

To add a security folder, follow the steps below:

1. From the System Navigator, click System Administration > Ongoing Maintenance > Security
Folders.

The Folder Definition form opens.

2. Type the name of the new folder in the Folder Name field.

3. Type the Description of the security folder.

4. Click Add.

5. Click OK.

To use an existing security folder to add a new folder:

1. From the System Navigator, click System Administration > Ongoing Maintenance > Security
Folders.

The Folder Definition form opens.

2. Add optional search criteria, and then click Search.

3. Select a folder from the list that most closely matches the new folder you want to add.

4. Type the new name of the folder in the Folder Name field.

5. Add or change the Description for this new security folder.

6. Click Add.

Caution: Make sure that you do not click Save because doing so will replace the existing
folder with the new security folder you are attempting to add.

7. Click OK.

Delete a folder
Applies to User Roles:

System Administrator

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To delete a folder, follow the steps below:

1. From the System Navigator, click System Administration > Ongoing Maintenance > Security
Folders.

2. Type the folder name, or click Search to select the folder name from a record list.

3. Select the folder and click Delete.

4. Click OK.

Note: You cannot delete a folder that is currently in use. An error message displays if you attempt
to delete a folder that is in use.

Specify use of the default folder from the operator record

Applies to User Roles:

System Administrator

The System Administrator can set the default folder for an individual operator. This setting allows the
records opened by the operator to be automatically associated with the default folder set in the operator
record.

To specify use of the default folder from the operator record, follow the steps below:

1. From the System Navigator, click System Administration > Ongoing Maintenance >

Operators.

The Operator search form opens.

2. Type optional search criteria, and then click Search.

3. Select the operator record to be edited.

4. In the General tab, select the Folder Entitlement tab.

5. In the Default Folder field, select a security folder as the default folder for this operator.

6. Click Save.

7. Click OK.

8. Log out of HP Service Manager, and then log back in.

The default folder selected will automatically be used the next time the operator opens a new
record.

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Add folder permissions to a security profile in Change

Management
Applies to User Roles:

System Administrator

To add folder permissions to a security profile in Change Management, follow the steps below:

1. Click System Administration > Ongoing Maintenance > Profiles > Change Management

Profiles.

2. Add optional search criteria, and then click Search to select a profile from the record list.

3. Click the profile to be viewed.

4. Click the Security tab.

5. In the Default Rights tab, select the applicable default rights parameters for this profile.

6. In the Security Folders tab, select a folder.

Note: Click Add new folder to open the Add New Folder Rights wizard. Follow the
prompts to add a new folder. When you are done, the new folder displays in your available
Security Folders list.

7. Click Save.

8. Click OK.

Add folder permissions to a security profile in

Configuration Management
Applies to User Roles:

System Administrator

To add folder permissions to a security profile in Configuration Management, follow the steps below:

1. Click System Administration > Ongoing Maintenance > Profiles > Configuration

Management Profiles.

2. Add optional search criteria, and then click Search to select a profile from the record list.

3. Click the profile to be viewed.

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4. Click the Security tab.

5. In the Default Rights tab, select the applicable default rights parameters for this profile.

6. In the Security Folders tab, select a folder.

Note: Click Add new folder to open the Add New Folder Rights wizard. Follow the
prompts to add a new folder. When you are done, the new folder displays in your available
Security Folders list.

7. Click Save.

8. Click OK.

Add folder permissions to a security profile in Incident

Management
Applies to User Roles:

System Administrator

To add folder permissions to a security profile in Incident Management, follow the steps below:

1. Click System Administration > Ongoing Maintenance > Profiles > Incident Management

Profiles.

2. Add optional search criteria, and then click Search to select a profile from the record list.

3. Click the profile to be viewed.

4. Click the Security tab.

5. In the Default Rights tab, select the applicable default rights parameters for this profile.

6. In the Security Folders tab, select a folder.

Note: Click Add new folder to open the Add New Folder Rights wizard. Follow the
prompts to add a new folder. When you are done, the new folder displays in your available
Security Folders list.

7. Click Save.

8. Click OK. 

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Add folder permissions to a security profile in Problem

Management
Applies to User Roles:

System Administrator

Folder entitlement must be enabled in the system information record before folder permissions can be
added.

To add folder permissions to a security profile in Problem Management, follow the steps below:

1. Click System Administration > Ongoing Maintenance > Profiles > Problem Management

Profiles.

2. Add optional search criteria, and then click Search to select a profile from the record list. 

3. Click the profile to be viewed.

4. Click the Security tab.

5. In the Default Rights tab, select the applicable default rights parameters for this profile.

6. In the Security Folders tab, select a folder.

Note: Click Add new folder to open the Add New Folder Rights wizard. Follow the
prompts to add a new folder. When you are done, the new folder displays in your available
Security Folders list.

7. Click Save.

8. Click OK.

Add folder permissions to a security profile in Request

Management
Applies to User Roles:

System Administrator

To add folder permissions to a security profile in Request Management, follow the steps below:

1. Click System Administration > Ongoing Maintenance > Profiles > Request Management

Profiles.

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2. Add optional search criteria, and then click Search to select a profile from the record list.

3. Click the profile to be viewed.

4. Click the Security tab.

5. In the Default Rights tab, select the applicable default rights parameters for this profile.

6. In the Security Folders tab, select a folder.

Note: Click Add new folder to open the Add New Folder Rights wizard. Follow the
prompts to add a new folder. When you are done, the new folder displays in your available
Security Folders list.

7. Click Save.

8. Click OK.

Add folder permissions to a security profile in Service Desk

Applies to User Roles:

System Administrator

To add folder permissions to a security profile in Service Desk, follow the steps below:

1. Click System Administration > Ongoing Maintenance > Profiles > Service Desk Profiles.

2. Add optional search criteria, and then click Search to select a profile from the record list.

3. Click the profile to be viewed.

4. Click the Security tab.

5. In the Default Rights tab, select the applicable default rights parameters for this profile.

6. In the Security Folders tab, select a folder.

Note: Click Add new folder to open the Add New Folder Rights wizard. Follow the
prompts to add a new folder. When you are done, the new folder displays in your available
Security Folders list.

7. Click Save.

8. Click OK.

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Add folder permissions to a security profile in Service Level

Management
Applies to User Roles:

System Administrator

To add folder permissions to a security profile in Service Level Management, follow the steps below:

1. Click System Administration > Ongoing Maintenance > Profiles > Service Level

Management Profiles.

2. Add optional search criteria, and then click Search to select a profile from the record list.

3. Click the profile to be viewed.

4. Click the Security tab.

5. In the Default Rights tab, select the applicable default rights parameters for this profile.

6. In the Security Folders tab, select a folder.

Note: Click Add new folder to open the Add New Folder Rights wizard. Follow the
prompts to add a new folder. When you are done, the new folder displays in your available
Security Folders list.

7. Click Save.

8. Click OK.

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 Chapter 7: Calendars
The HP Service Manager calendar is an optional feature that enables the System Administrator to
define custom work schedules for each group in the organization. These custom calendars determine
when alerts and notifications occur for particular groups.

By default, Service Manager uses a calendar with a 24-hour work day and a 7-day work week to
determine when alerts and notifications occur. In the default 24-hour, 7-day calendar, Service Manager
sends alerts and notifications without regard to operator work shifts. For example, if an operator
schedules a notification to occur in 6 hours, then Service Manager sends the notification after 6 hours
have passed regardless of whether any operator is present to receive it. A notification scheduled at
5:00 p.m. in the default calendar arrives at 11:00 p.m. the same day.

Using a custom calendar, however, the same 6-hour delay occurs only during the defined work
schedule. For example, a System Administrator can define an 8-hour work day lasting from 8:00 a.m. to
5:00 p.m., which includes a 1-hour break from 12:00 p.m. to 1:00 p.m. If an operator then schedules a
notification to occur 6 hours after 5:00 p.m., the notification actually occurs at 3:00 p.m. the next work
day, or 6 working hours after the notification start time.

System Administrators can create custom calendar records to use throughout Service Manager. The
caldutyhours table contains custom calendar records that a System Administrator can assign to
Service Manager activities:

l Change Management work schedule

l Change Management group definitions

l Incident Management assignment group definitions

l Incident Management deadline alert group definitions

l Request Management target order times

l Request Management target completion times

l Service Level Agreement service hours

l Service Level Agreement availability schedules

l Service Level Agreement response time schedules

l Service Desk on call times

l Vendor schedules

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Holiday records
HP Service Manager includes out-of-box records for common holidays in the United States. To add a
holiday, you must create a new holiday record in the calholidays table and associate that holiday with a
group in calholtable.

Service Manager uses calholtable to organize holidays into different groups. For example, one group of
holidays might list all holidays observed in France. This group would include worldwide holidays like
Christmas and New Year's Day and those unique to France. A second group might also list the
worldwide holidays, but add those unique to North America.

Associated tables
Service Manager uses information in these tables:

l calholidays contains a record for each holiday observed by your company.

l calholtable contains a record with the name of each group of holidays.

Add a master data record

Applies to User Roles:

System Administrator

Note: In ITIL best practices, a Configuration Administrator manages master data. In Service Manager,
however, only a System Administrator has rights to master data, because the master data is shared by
all Service Manager applications. You may need to contact a System Administrator to implement
master data changes or to request permission to perform this function.

After you validate that the data sets for a new master data record request meet your company's
specifications, you can add the master data record to Service Manager. For example, you may need to
add a master data record for a new company location or a new vendor.

To add a master data record:

1. Click System Administration > Base System Configuration, and then double-click the master

data category you want to add a record to.

For example, if you want to add a master data record for a new company location, click
Locations.

2. Specify the new master data information and preferences.

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3. Click Add.

Service Manager adds the new master data record.

Create a data reconciliation report summarizing the data modifications and any reconciliation errors in
accordance with your company procedures.

Part of Workflow(s):

Manage master data (ST 3.6)

Applies to User Role(s):

Configuration Administrator

Delete a master data record

User roles: System Administrator, Configuration Administrator

Note: In ITIL best practices, a Configuration Administrator manages master data. In Service Manager,
however, only a System Administrator has rights to master data, because the master data is shared by
all Service Manager applications. You may need to contact a System Administrator to implement
master data changes or to request permission to perform this function.

After you validate that the data sets for a master data record delete request meet your company's
specifications, you can delete a master data record in Service Manager. For example, you may need to
delete a location record because the site was closed.

Warning: When you delete a master data record, it is possible that some configuration item records
will still include the old master data value. Before you delete master data records, HP recommends you
conduct a mass update to replace the master data value scheduled for deletion with the new approved
value. This prevents obsolete data from remaining in Service Manager CI records.

To delete a master data record:

1. Click System Administration > Base System Configuration

2. Double-click the master data category for the record you want to delete.

For example, if you need to delete a master data record for a user who is no longer with the
company, click Contacts.

3. Fill in optional search criteria, and then click Search.

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Service Manager returns a list of records matching your search request.

4. Double-click the master data record you want to delete.

5. Click Delete.

Note: When you delete the contact record, the corresponding operator record will also be deleted.

6. Click Yes to confirm the deletion.

Service Manager deletes the master data record and notifies you that the corresponding operator
record has also been deleted.

Part of Workflow(s):

Manage master data (ST 3.6)

Applies to User Role(s):

Configuration Administrator

Update a master data record

User roles: System Administrator, Configuration Administrator

Note: In ITIL best practices, a Configuration Administrator manages master data. In Service Manager,
however, only a System Administrator has rights to master data, because the master data is shared by
all Service Manager applications. You may need to contact a System Administrator to implement
master data changes or to request permission to perform this function.

After you validate that the data sets for a master data record update request meet your company's
specifications, you can update the master data record in Service Manager. For example, you may need
to change the cost center for a department or change the status of a master data record to retired or
obsolete.

To update a master data record:

1. Click System Administration > Base System Configuration, and double-click the master data

category for the record you want to update. For example, if you need to update a master data
record to change the conversion rate for an international currency, click Conversion Rates.

2. Fill in optional search criteria.

3. Click Search.
Service Manager returns a list of records matching your search request.

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4. Double-click the master data record you want to update.

5. Specify the new master data information. If you need to change the status of the record to indicate
that it is retired or obsolete, update the record in accordance with your company procedures. For
example, your company procedures might instruct you to add the words retired or obsolete to the
record name.

6. Click Save.
Service Manager updates the master data record.

7. Search for related active configuration items to ensure that the record updates do not conflict with
the configuration administration.

Create a holiday group

Applies to User Roles:

System Administrator

To create a holiday group:

1. Click Tailoring > Database Manager.

2. Type calholtable in the Form field.

3. Click Search.

4. Type the name of the new holiday group in the Holiday Group Name field.

5. Click Add.

On-call schedules
On-call schedules help managers or administrators determine whether they have enough resources on
call to cover all shifts for each day. The on-call schedule specifies who is to be notified, when, and the
notification method. An administrator must complete the On Call Information form to identify individual
operator or contact assignments before HP Service Manager can create an on-call schedule record.

At midnight, the problem background processor generates the on-call schedule for the next day. The
background processor uses information in these tables to produce the on-call schedule for the next 24
hours:

l caldutyhours contains shift definition records.

l operator and contacts provide information about the operator.

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l oncallsched defines on call assignments, notification methods, and time zone variations.

l tzfile defines time zones.

Time zones
The On Call Information form has a time zone field where you can note deviations from the server time
zone for any operator. For example, consider this scenario:

l A European company has headquarters in London, where the corporate server is located.

l The company record specifies that Western European Time (WET) is the default time zone.

l Teresa Thompson is an employee, but she works remotely from California.

l Her manager notes that her Local Time in the on-call schedule form is Pacific Standard Time (PST).

l When her manager sends her to Chicago for two weeks of on-site customer support, the manager
makes an entry in the Exception Time Zone field that temporarily changes her location to Central
Standard Time (CST).

l When she returns to California, the manager removes this exception entry from the on-call schedule
form before Service Manager generates the next day's record.

On-call schedule exceptions

The On Call Information form enables you to define exceptions to the standard notifications and time
intervals in the daily schedule. There is an Exceptions tab where you can note deviations from the
server time zone and notification method for any operator. For example, consider this scenario and how
the Exceptions tab captures schedule variations.

l A European company has headquarters in London, where the corporate server is located.

l The company record specifies that Western European Time (WET) is the default time zone.

l Teresa Thompson is an employee, but she works remotely from California.

l Her manager notes that her Local Time in the On Call Information form is Pacific Standard Time
(PST).

l When her manager sends her to Chicago for two weeks of on-site customer support, the manager
makes an entry in the Exception Time Zone field that temporarily changes her location to Central
Standard Time (CST).

l When she returns to California, the manager removes this exception entry from the on-call schedule
form before HP Service Manager generates the next day's record.

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Daily Schedule
Service Manager displays daily schedule information for regular on call dates and times using a relative
date and time format that is not dependent on a specific time zone. The relative time format is
dd hh:mm:ss. For example, the Servicedesk Agent always begins work at 8:00:00 and stops work at
17:00:00.

Exceptions
Service Manager displays on call exception dates and times using an absolute date and time format.
The absolute date and time are for the time zone specified in the On Call Information form. If you omit a
time zone, the default value is the time zone in the company record. The absolute time format is
mm/dd/yyyy hh:mm:ss. For example, Teresa Thompson worked in the Central time zone only one day.
She began work on 03/14/2009 08:00:00, and stopped work on 03/14/2009 at 17:00:00.

Create an on-call schedule

Applies to User Roles:

System Administrator

To create an on-call schedule:

1. Click Tailoring > Notifications > Daily On Call Records.

2. Fill in the following fields.

Field Sub-field Description

Group Name Specify the name of the group.

Daily Schedule tab Use this tab to type the schedule for each contact in the
group.

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Field Sub-field Description

Contact Type the contact or operator name of the person to receive

the notification.

Start Type the time that the person starts being on call. Type the
Time time in the 24-hour time format. By default, HP Service
Manager treats a blank start time as equivalent to 00:00:00
or midnight.

End Time Type the time that the person ends being on call. Type the
time in the 24-hour time format. By default, Service Manager
treats a blank end time as equivalent to 23:59:59 or one
second until midnight.

Days of Type true for any day that the person is on call, and type
the week false for days the person in not on call. By default, Service
Manager treats a blank entry as false.

Notify Specify the name of the message class used to notify this
Method person.

Condition Type true to enable the notification in all conditions. Type

an expression that is true or false to define the condition for
notification. Type false to disable the notification in all
conditions. By default, Service Manager treats a blank entry
as true.

Local Click the drop-down list to select the local time zone where
Time the contact resides. This is optional if all contacts are in the
Zone time zone specified in the company record.

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Field Sub-field Description

Exceptions tab Use this tab to define alternative notification methods and
conditions during exception dates such as holidays and
vacations.

Contact Type the contact or operator name of the person receiving

the notification.

Start Type the date and time on which the exception schedule
Date begins. Type the time in the 24-hour time format. By default,
Service Manager treats a blank start time as equivalent to
00:00:00 or midnight.

End Date Type the date and time on which the exception schedule
ends. Type the time in the 24-hour time format. By default,
Service Manager treats a blank end time as equivalent to
23:59:59 or one second until midnight.

Notify Specify the name of the alternate message class used to

Method notify the operator during the exception schedule.

Condition Type true to enable notification in all conditions. Type an

expression that is true or false to define the condition when
notification occurs. Type false to disable notification in all
conditions. By default, Service Manager treats a blank entry
as true.

Replace Type true to use notification conditions defined only on the

Daily Exception tab. Type false to use notification conditions
defined on the Daily Schedule and Exception tab. By
default, Service Manager treats a blank entry as false.

Exception Click the drop-down list to select an exception time zone if

Time the contact is in a different location temporarily. For
Zone example, an operator might be deployed to a customer site
for a week.

3. Click Add.

Work schedules
A work schedule defines the work hours for one or more operators. HP Service Manager can generate a
complex 24x7 schedule that spans multiple time zones, includes all shift and break information,
accommodates any regional shift to Daylight Savings time, and automatically accounts for local or
national holidays. Service Manager uses the following information to create a work schedule:

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l Shift and break information

l Holiday information (optional)

Service Manager uses work schedule information in various calculations. One of the more important
calculations is when to trigger an alert that an incident should escalate to the next level.

The caldutyhours table

The caldutyhours table contains records that identify the time to start and stop work, and the time to
start and stop a break. The caldutyhours table contains the following out-of-box records.

Shift name Holiday table Duration

Long standard 50-hour week with no breaks

Short standard 42.5-hour week with no breaks

Day shift standard 40-hour week with one hour breaks

Day shift 2 standard 40-hour week with one hour breaks

Graveyard shift none 40-hour week with no breaks

Managers none 40-hour week with no breaks

Ops graveyard none 40-hour week with no breaks

Second shift none 50-hour week with no breaks

Standard none 40-hour week with no breaks

Swing shift none 50-hour week with no breaks

Work schedules can apply to a group, such as an assignment group, or to an individual named in the
operator or contacts table. When you create schedule records, start and stop times must not overlap,
and breaks must occur within the defined work shift.

Add a master data record

Applies to User Roles:

System Administrator

Note: In ITIL best practices, a Configuration Administrator manages master data. In Service Manager,
however, only a System Administrator has rights to master data, because the master data is shared by
all Service Manager applications. You may need to contact a System Administrator to implement
master data changes or to request permission to perform this function.

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After you validate that the data sets for a new master data record request meet your company's
specifications, you can add the master data record to Service Manager. For example, you may need to
add a master data record for a new company location or a new vendor.

To add a master data record:

1. Click System Administration > Base System Configuration, and then double-click the master

data category you want to add a record to.

For example, if you want to add a master data record for a new company location, click
Locations.

2. Specify the new master data information and preferences.

3. Click Add.

Service Manager adds the new master data record.

Create a data reconciliation report summarizing the data modifications and any reconciliation errors in
accordance with your company procedures.

Part of Workflow(s):

Manage master data (ST 3.6)

Applies to User Role(s):

Configuration Administrator

Delete a master data record

User roles: System Administrator, Configuration Administrator

Note: In ITIL best practices, a Configuration Administrator manages master data. In Service Manager,
however, only a System Administrator has rights to master data, because the master data is shared by
all Service Manager applications. You may need to contact a System Administrator to implement
master data changes or to request permission to perform this function.

After you validate that the data sets for a master data record delete request meet your company's
specifications, you can delete a master data record in Service Manager. For example, you may need to
delete a location record because the site was closed.

Warning: When you delete a master data record, it is possible that some configuration item records
will still include the old master data value. Before you delete master data records, HP recommends you
conduct a mass update to replace the master data value scheduled for deletion with the new approved
value. This prevents obsolete data from remaining in Service Manager CI records.

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To delete a master data record:

1. Click System Administration > Base System Configuration

2. Double-click the master data category for the record you want to delete.

For example, if you need to delete a master data record for a user who is no longer with the
company, click Contacts.

3. Fill in optional search criteria, and then click Search.

Service Manager returns a list of records matching your search request.

4. Double-click the master data record you want to delete.

5. Click Delete.

Note: When you delete the contact record, the corresponding operator record will also be deleted.

6. Click Yes to confirm the deletion.

Service Manager deletes the master data record and notifies you that the corresponding operator
record has also been deleted.

Part of Workflow(s):

Manage master data (ST 3.6)

Applies to User Role(s):

Configuration Administrator

Update a master data record

User roles: System Administrator, Configuration Administrator

Note: In ITIL best practices, a Configuration Administrator manages master data. In Service Manager,
however, only a System Administrator has rights to master data, because the master data is shared by
all Service Manager applications. You may need to contact a System Administrator to implement
master data changes or to request permission to perform this function.

After you validate that the data sets for a master data record update request meet your company's
specifications, you can update the master data record in Service Manager. For example, you may need
to change the cost center for a department or change the status of a master data record to retired or
obsolete.

To update a master data record:

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1. Click System Administration > Base System Configuration, and double-click the master data

category for the record you want to update. For example, if you need to update a master data
record to change the conversion rate for an international currency, click Conversion Rates.

2. Fill in optional search criteria.

3. Click Search.
Service Manager returns a list of records matching your search request.

4. Double-click the master data record you want to update.

5. Specify the new master data information. If you need to change the status of the record to indicate
that it is retired or obsolete, update the record in accordance with your company procedures. For
example, your company procedures might instruct you to add the words retired or obsolete to the
record name.

6. Click Save.
Service Manager updates the master data record.

7. Search for related active configuration items to ensure that the record updates do not conflict with
the configuration administration.

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 Chapter 8: Clocks
Clocks are background processes that track the duration of specific conditions in HP Service Manager.
You can add a clock to track almost any event or condition. By default, Service Manager creates
clocks only for the following conditions:

l When an incident ticket changes status (for example, when an incident ticket changes from Open to
Pending status, or from Open to Closed status)

l When an operator edits an incident ticket and the System Administrator has enabled the Track
Operator Times option (for example, when an operator edits an incident ticket to add details or a
solution)

To track additional Service Manager conditions, you can manually start or stop a clock using the
following tools:

l Format control utility

l Command line

l Macro

Clock example
The following example illustrates how Service Manager uses clocks to track the duration of each phase
of an incident ticket. In this example, the clocks total.time and pending.time track the elapsed time
that an incident ticket is open and pending, respectively.

Date and Current Incident ticket Status of clock Status of clock

time phase total.time pending.time

July 1 Open clock starts Clock inactive

1: 00 p.m. Total 00: 00

July 2 Pending Clock stops Clock starts

4: 00 p.m. Total 27: 00 Total 00: 00

July 4 Open Clock restarts Clock stops

2: 00 p.m. Total 27: 00 Total 46: 00

July 4 Closed Clock stops Clock stopped

2: 30 p.m. Total 27: 30 Total 46: 00

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Add a clocks record

Applies to User Roles:

System Administrator

To add a clocks record, follow the steps below:

1. Click System Administration > Base System Configuration > Monitoring > Clocks.

2. Type or select the following information.

n Type is the RAD application that the clock tracks. You can choose from the following types:

o Problem

o Downtime

o cm3r

o SLA

o Incident

n Char Key specifies the name of the application record that starts and stops the clock.

n Char Number specifies the numeric ID of the record that starts and stops the clock.

n Name is the label for the clock.

n Total displays the total time that the clock has been running.

n Closed Total displays the total time that the clock used when it was last run.

n Schedule is the name of the work schedule for the clock to use.

n Close Date displays the date and time when the clock stopped running.

n Start array specifies the dates and times for the clock to start.

n Stop array specifies the dates and times for the clock to stop.

3. Click Add.

Add a clock to track incident ticket status changes

Applies to User Roles:

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System Administrator

To add a clock to track incident ticket status changes, follow the steps below:

1. Click Tailoring > Database Manager.

2. In the Table field, type or select the table name pmstatus.

3. Click Search.

4. Type or select optional search criteria.

5. Click Search.

6. Select the status to track with a clock.

7. In the On Entering This Status section, type the following information:

n Start These Clocks: type the names of the clocks to start when an incident enters this status.

n Stop These Clocks: type the names of the clocks to stop when an incident enters this status.

8. In the On Exiting This Status section, type the following information:

n Start These Clocks: type the names of the clocks to start when an incident exits this status.

n Stop These Clocks: type the names of the clocks to stop when an incident exits this status.

9. Click Save.

Enable tracking of operator times

Applies to User role(s):

System Administrator

You can track how long each operator edits an Incident ticket by enabling a tracking option in the
Incident Management environment.

To enable tracking of operator times:

1. Click System Administration > Ongoing Maintenance > Environment Records > Incident
Management Environment.

2. Select the Track Operator Times? checkbox.

3. Click Save.

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Start or stop a clock from a macro

Applies to User Roles:

System Administrator

To start or stop a clock from a macro, follow the steps below:

1. Click Tailoring > Tailoring Tools > Macros.

2. Click Add.

3. Type or select the following information to describe your macro.

Field Description

Macro Name Type the name of your new macro

Applies Select the condition when your macro runs

When

Macro Type n To start a clock select Start A Clock

n To stop a clock select Stop A Clock

Macro Type true, or a condition statement that evaluates to true or false, to determine
Condition when to run the macro

4. Click Set Parameters

5. Type or select the following parameters to describe the clock.

Field Description

Name This value describes the name of the clock where HP Service Manager stores duration
of information. This name must uniquely identify the clock.
Clock
n Select Fixed Key Field to type a specific clock name.

n Select Evaluating Expressions to define a dynamic name based on an

expression.

Note: An evaluating expression must contain the $L.name variable.

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Field Description

Type This value describes the type of clock to start. Service Manager automatically places a
of value in this parameter based on your Macro Type selection.
Clock
n Select Fixed Key Field to type a specific clock type.

n Select Evaluating Expressions to define a dynamic clock type based on an

expression.

Note: An evaluating expression must contain the $L.type variable.

The possible clock type values are:

n problem

n downtime

n cm3r

n SLA

n incidents

Clock This value identifies the record, event, or object to track. This value must be unique
Key throughout Service Manager. For a record, you can type number in $L.new to enter
Field the unique ID associated with the record. Service Manager automatically places a
value in this parameter based on your Macro Type selection.

n Select Fixed Key Field to type a specific clock key field.

n Select Evaluating Expressions to define a dynamic key field based on an

expression.

Note: An evaluating expression must contain the $L.key variable.

6. Click Save.

7. Click OK.

Start or stop a clock from format control

Applies to User Roles:

System Administrator

To start or stop a clock from format control, follow the steps below:

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1. Click Tailoring > Format Control.

2. Type or select optional search criteria.

3. Click Search.

4. Select a form, and then click the Subroutines tab.

5. In the Application Name field, type one of the following options:

n apm.start.clock to start a clock.

n apm.stop.clock to stop a clock.

6. Type the following information into the Names and Values fields:

Names Values Description

Name Type one of This value describes the type of clock to start. For Incident
the following Management clocks, type problem or SLA.
values:

n problem

n downtim
e

n cm3r

n SLA

n inciden
t

prompt Type the This value describes the name of the clock where HP Service
name of the Manager stores duration information. This name must only be unique
clock. within the format control.

query Type the This value identifies the record, event, or object for the clock to track.
Unique key This value must be unique throughout Service Manager. For a
for the clock record, you can type the value number in $file to enter the
to use. unique ID associated with the record.

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Names Values Description

string1 Type one of This value is only required if you are calling the
the following apm.stop.clock application. The value stop stops the clock named
values: in the format control. The value strobe forces the clock to
recalculate the clock's current running time.
n stop

n strobe

time1 Type the time This value determines when the clock stops or starts. To stop the
the clock is to clock at the current date and time, type tod().
stop or start.

7. Type or select any additional format controls.

8. Click Save.

View a clock record

Applies to User Roles:

System Administrator

To view a clock record, follow the steps below:

1. Click System Administration > Base System Configuration > Monitoring > Clocks.

2. Type or select optional search criteria.

3. Click Search.

4. Choose the clock record to view.

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 Chapter 9: Self-service
Self-service enables any user to connect with a HP Service Manager application to request a service,
provide information, or track previous requests. Self-service users can also be granted approval
capabilities that enable the user to approve change requests. Typically, this capability is given to high-
level managers with a need to approve special requests who may otherwise have no need to use
Service Manager on a regular basis.

The self-service feature provides a way for administrators to grant access to infrequent users, field
personnel, or any other user outside of the IT organization without consuming a user license. These
users need no special training or software. If users can connect to the Service Manager server using a
supported browser, they can open incidents or make service requests.

Working with self-service requests

Self-service has features that enable you to open, view, update, copy, resubmit, or close service
requests. Users are able to open new requests, using a supported browser, that become service desk
interaction records. Self-service users can review their pending requests and make changes to them as
needed. Self-service users can also use the Service Catalog interface to order items and services from
the service catalog.

Visible updates for self-service requests

When a self-service user makes an update to an open request, the user can view the update text in the
History section of the interaction record. When a HP Service Manager operator views the same record,
the Activities section has three subsections that relate to updates.

l Record new activities on the Updates section

l View journal entries on the Journal Updates section when the administrator enables Journal
Updates in the Environment record

l View the updates in the list of updates for an activity type

When the operator makes an update to an open self-service request, Service Desk hides the update
text from the self-service user. To show the update text to the self-service user, the operator must
select the Visible to Customer check box in the Activities section of the interaction form.

Creating self-service users

There are different ways to create a self-service user:

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l Manually create an operator and contact record for a single self-service user

HP Service Manager has an out-of-box template record to assist you with this task.

l Create a self-service operator from a contact record with a single operation

l Create multiple self-service operators from a contact record list with a single operation

ESS and ESSM-Approval users

ESS users have a regular Service Desk profile that enables them to log on to Service Desk only
through a self-service web client URL. A user with an ESSM-Approval profile (for example, a manager)
can approve change requests specified by a dollar amount or company. Typically, this capability is
given to high-level managers with a need to approve special requests who otherwise have no need to
use HP Service Manager on a regular basis.

Add a user role record

Applies to User Roles:

System Administrator

A user role defines a set of application profiles, capability words, and query groups that you can apply
to any operator record. For example, the self-service role enables the self-service user to open, view,
update, and close service requests.

To add a user role record, follow the steps below:

1. Click System Administration > Ongoing Maintenance > User Roles.

2. Enter a User Role or click Search to select a role from a record list.

3. Add optional information to the form. If necessary, press Ctrl + H to view help for each field.

4. Click Add.

Note: Service Manager provides an out-of-box self-service user role record.

Self-service template record

HP Service Manager has an out-of-box operator template record, Template_SelfService, that contains
all required operator settings. The password field is null. Therefore, the first time a registered user logs
in, no password (or a blank password) appears. Service Manager prompts the self-service user to
create a password.

The self service out-of-box user role record lists thefollowing capability words:

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l service desk

l svcCatEmployeeRequester

l service catalog

l change request

If you create self-service users manually, make sure that you include the applicable settings in the out-
of-box records.

Create a self-service user

Applies to User Roles:

System Administrator

A new self-service user requires an operator record and a contact record. Hewlett-Packard
recommends that you also create a user role for all self-service users. Alternatively, you can use the
out-of-box self-service user role record.

Create self-service user contact record and operator record in one

operation
To create the contact record and the operator record in one operation, follow the steps below:

1. Click System Administration > Base System Configuration > Contacts.

2. Specify information for the new contact that you want to create. The following fields are required
for a self-service user:

n Contact Name

n Full Name

n Email

HP Service Manager uses the email address as the user's Service Manager ID when it creates
the new operator record.

3. (Optional) Choose the Primary Configuration Item to be associated with this user.

4. Click Add. 

5. When the new contact record is created, click More or the More Actions icon, and then click
Create Operator.

6. Select Self Service User for the operator type, and then click Next.

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7. Click Save.

8. Click OK.

Create self-service user manually

To create a self-service user manually, follow the steps below:

Note: If you create the operator record manually, you can use the out-of-box template record
(Template_SelfService) to create a self-service user. If you choose this method, you must also
create a matching contact record.

1. Click System Administration > Ongoing Maintenance > Operators.

2. Type or select optional search criteria, and then click Search.

3. Select Template_SelfService.

4. Replace the Login Name and Full Name.

5. Verify the following:

n User Role field contains SELF SERVICE.

n Service Profile field contains SELF SERVICE.

6. Add optional information, such as Language and Default Company name.

7. Click the Login/Contact Profiles tab and choose a resource type from the Resource Type list.

8. Click the Notification tab and in the Email Addr. field, type the self-service user's email address.

9. Click the Self Service tab:

n To limit the new user to only self-service requests, select the

Self Service Access Only check box.

n Type the name of the Self Service Menu to display when the user logs on using a self-service
URL. The out-of-box menus are ESSSM and ESSM-Approval. ESSM-Approval provides the
Approval Request link to the Approval view on the self-service starting page for those users
with approval capability.

n Click the list to choose the Self Service Starting Page to display when the user logs on using
a self-service URL. For example, choose Submit a Request.

10. Add optional information to any tab.

11. Click Add.

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12. Create a self-service user contact record:

a. Click System Administration > Base System Configuration > Contacts.

b. Type the new contact information.

c. Click Add.

Note:

l The Service Manager ID field in the contact record must match the operator Login Name in the
operator record.

l If you choose the User Quick Add Utility, Service Manager prompts you to create the contact
record for the user if it does not exist.

l You can apply the Template_SelfService template to a new operator record.

Create a self-service user from an existing contact

Applies to User Roles:

System Administrator

To create a self-service user from an existing contact, follow the steps below:

1. Click System Administration > Base System Configuration > Contacts.

2. Use search or advanced search to find one or more records.

3. Select a contact record.

4. Click More or the More Actions icon above the form of the contact record, and then click Create
Operator.

5. Select Self Service User for the operator type, and then click Next.

6. Click Save.

7. Click OK.

Note: The self-service user name is the user's email address.

Create multiple self-service users from a contact list

Applies to User Roles:

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System Administrator

To create multiple self-service users from a contact list, follow the steps below:

1. Click System Administration > Base System Configuration > Contacts.

2. Use search or advanced search to find one or more records.

3. Select the contacts for which you want to create self-service users.

4. Click More or the More Actions icon, and then select Mass Create Operators.

5. Select Self Service User for the operator type, and then click Next.

6. Click OK.

What is a self-service power user?

A self-service power user has two ways to access Service Desk. The access method depends on the
task to complete:

l They have a Service Desk profile that enables them to log on to Service Desk (or other HP Service
Manager applications) using the Windows client connection dialog or any valid Web client URL to
view, add, update, or delete records. For example, the user has a Service Desk profile that enables
the user to take service requests and provide services to a user community.

l They have a self-service profile that enables them to initiate service requests through a self-service
URL. For example, a self-service user can use this feature to request services.

The following table shows how a user can access Service Manager in self-service or power user mode.

URL Description

http: //server_name: port_ The standard Web client interface for self-service users. The
number/SM/ess.do viewrecordlist parameter is disabled.

http: //server_name: port_ The standard Web client interface for power users. Self-service mode
number/SM/index.do using the parameters set in the web.xml file.

http: //server_name: port_ The accessible Web client in self-service mode. The viewrecordlist
number/SM/accessible_ parameter is disabled because it does not conform to accessibility
ess.do requirements.

Grant self-service access

Applies to User Roles:

System Administrator

To grant self-service access, follow the steps below:

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1. Click System Administration > Ongoing Maintenance > Operators.

2. Type or select optional search criteria.

3. Click Search.

4. Select an existing operator record.

5. On the General tab, click Fill to choose a Service Profile, or click Find to modify the existing
profile.

For example, you can add desired self-service privileges, such as Open, Update, or Close to the
existing Service Profile.

6. Click the Self Service tab. Make sure that the operator record has these settings:

n The Self Service Access Only check box must be cleared.

n Type the name of the Self Service Menu to display when the user logs on using a self-service
URL. The out-of-box menus are ESSSM and ESSM-Approval.

ESSM-Approval provides the Approval Request link to the Approval view on the self-service
Starting page for those users with approval capability.

n Click the list to choose the Self Service Starting Page when the user logs on by using a self-
service URL.

For example, choose Submit a Request.

7. Click Save.

Note: The Login Name in the operator record must match the HP Service Manager ID in the
contact record.

Configuring the self-service working environment

The self-service user experience requires special forms that the user sees, and security settings that
enable user access. You can use the out-of-box records and forms created for self-service users,
customize them, or create new ones. The following table lists the records that you must configure to
define a user's self-service working environment.

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Form
Record Content (if applicable) Description

User role A template record that Click Tailoring > Database

record combines a collection of Manager. Type userrole in
application profiles and the table field and click Search.
capability words into a Select userrole from the record
single record. list. Place your cursor in the
User role field and click
Search to display a record list of
all out-of-box user role
descriptions.

Service Specifies which form to There should be a Click Tailoring > Database

Desk profile display when the self- form listed for each Manager. Type smenv in the
record service user chooses task enabled for a table field and click Search.
different tasks. self-service user. Select smenv from the record
For example, the list. Place your cursor in the
You can change the user
form to display to Profile name field and click
experience by creating a
open, update, Search to display a record list of
unique profile for all self-
search, or display a all out-of-box Service Desk
service users in a group,
list of requests. environment profile records.
department, or company.
Each profile identifies the ESS Initial Format Click Tailoring >
forms that the user sees.  identifies the form Forms Designer, type
For example, if you create to open a request. ess.SD.open in the Form
separate company profiles, field, and click Search to view
each form set would have the out-of-box form.
unique corporate branding.
ESS Edit Click Tailoring >
You can view the Format identifies Forms Designer, type
Environment profile record the form to update a ess.SD.update in the Form
by clicking System request. field, and click Search to view
Administration > the out-of-box form.
Ongoing Maintenance >
Profiles > Service Desk ESS Search Click Tailoring > Forms
Profiles. Format identifies Designer, type
Click Search to generate a the form to search ess.SD.search in the Form
list of all existing profiles. for a request. field, and click Search to view
the out-of-box form.

ESS List Format Click Tailoring > Forms

identifies the form Designer, type ess.SD.qbe in
to display a list of the Form field, and click
requests. Search to view the out-of-box
form.

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Form
Record Content (if applicable) Description

Service Specify on this record Click System

Desk whether self-service users Administration > Ongoing
environment see a blank list screen Maintenance > Profiles >
record when they issue a pre- Service Desk Profiles. Place
defined search. This your cursor in the Profile name
behavior is controlled at the field and click Search. Select
system level. the profile name for which you
would like to restrict from
viewing records lists. Click the
Security tab. Click the Rights
tab. Select the View check box.
Click Save and then click OK.

Operator Self Service Menu field: Describes the actions available

record Specifies the layout of the to the user in the left navigation
(Self- user's home page when pane (ESSSM).
Service tab) they log on as a self-
service user.

Self Service Starting Identifies the default start page

Page field: in the main browser window. For
Specifies the first form that example, if you select Display
appears in the main ESS Menu, the starting page
window. displays the same menu items
that appear in the left navigation
pane. If you select Submit a
Request, the starting page is
the form to open a new request.

Create a Service Desk self-service profile

Applies to User Roles:

System Administrator

To create a Service Desk Employee Self Service (ESS) profile:

Note: Press Ctrl+H to see the description of a field.

1. Click System Administration > Ongoing Maintenance > Profiles > Service Desk Profiles.

2. In the Security tab, type a descriptive name in the Profile Name field. For example, type
ServiceDeskESS.

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3. Select security profile rights for Service Desk self-service users when working with user
interactions. For example:

Security
profile
right Description

New If enabled (set to true), allows ESS users to open interactions.

Close If enabled, allows ESS users to close existing interactions.

Update Choose one of the following to indicate when ESS users can update interactions:
Always, When assigned, or Never

Advanced If enabled, gives ESS users access to advanced search capabilities to query for
search information.

Can If enabled, gives ESS users access to the Notify function.

notify

Lock on If enabled, locks tickets when displaying them on the screen for this profile. HP
display Service Manager locks the record regardless of whether the user is making
modifications, and no other users can display or modify the record. If disabled (set
to false), Service Manager sets an exclusive lock on a record only when a user is
modifying it; other users can display or modify the record.

4. Identify the forms to display for self-service users. For example:

Form category Form name

Manage format sc.manage.call

ESS initial format ess.SD.open

ESS edit format ess.SD.update

ESS search format ess.SD.search

ESS list format ess.SD.qbe

5. Enable inbox settings for self-service users. For example, when set to true, the New thread:
View -> Edit setting keeps the inbox open after a member of this profile runs a search from that
inbox. Service Manager displays the record in a new window.

6. Click Add.

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Self-service licenses
The number of licenses that are active depends on the number of users logged on who can access an
application to add or update records. Self-service users who initiate service requests through an
employee self-service (ess.do) portal do not consume a named or floating license for login, but may
consume an application license. For example, if you have the ability to approve changes, whenever you
log in to the ESS client, you consume a Change Management license. It does not matter if the only
thing you do while logged in to the ESS client is submit a new interaction or check interaction status,
you will consume a full Change Management license because you have the capability to approve a
change. If you also have approval capability for Request Management, you will consume an OCM
license even when logged in to ESS. Self-service users can log on to an ess.do URL to perform certain
activities (such as, searching the knowledgebase to find an answer or logging new interactions) without
contacting the Service Desk.

Users with privileges to log on to Service Desk (or other HP Service Manager applications) are power
users. They use a Windows client or a valid (non-ESS) Web client URL (index.do) and consume a
named or floating license. They can add, update, or delete records.

You can review the sm.log file for messages that specify when a user consumes a license.

Who uses self-service?

Self-service access is useful for all individuals in an organization. It enables them to make requests
through self-service Web pages. These requests include service disruptions, service requests, catalog
item requests, requests for information (RFI), or complaints. Typically, these requests generate an
interaction in Service Desk, or they are a request for specific item or service in a service catalog. The
following table shows typical organizational roles and how different employees might use the self-
service feature.

User name Tasks

Employee user Uses self-service to make requests for self and on behalf of other
employees and managers.

Example, a user needs spreadsheet software upgraded to the newest

version.

Administrative Uses self-service to make requests primarily for others.

assistant
Example: a manager directs an assistant to request a color printer for the
office.

Department Uses self-service to make requests for self and direct reports.
Manager
Example: a manager requests new computer systems for each software
developer in a group.

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User name Tasks

IT Technician Makes service requests for self.

Example: a technician needs to change an address in an employee record.

High level executive Makes approvals for high dollar catalog orders.

Example: a senior manager needs to approve a request at the business

executive level.

Choosing a configuration item for self-service

requests
Each self-service request can associate one Configuration Item (CI) with the request. For example, the
request might be for service on your computer, or to request a new display device. To add a CI to a
request, click Search to display a Search Configuration Item form. You can specify filtering criteria
first, or just click Search again to view a list of available CIs.

Self-service tailoring
A System Administrator can modify the look and feel of self-service forms to reflect their corporate
branding by using the Forms Designer or by modifying the display options and menu selections.
However, a self-service user is not able to customize the self-service environment.

Because self-service is part of the Web tier, you can also customize the Web tier presentation to
include font changes, logos, graphics, or navigation pane alterations. Customizations can affect the top
header, navigation pane, or main page area.

Customize the self-service interface

Applies to User Roles:

System Administrator

You can customize the self-service interface by changing the menu and forms that HP Service
Manager displays to the user.

Task 1: Change the menu record

The self-service menu record contains option numbers, descriptions, and the RAD application called by
the option. If you change the contents of the menu record, especially the options, change the
corresponding forms to match.

To change the menu record, follow the steps below:

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1. Click Tailoring > Database Manager.

2. In the Form field, type menu.

3. Click Search.

4. Double-click the menu form.

5. In the Menu Name field, type ESSSM.

6. Click Search to display the self-service menu record.

7. If you make changes, click Save.

Task 2: Change the forms

The self-service menu record contains option numbers that correspond to the Button ID on the form. If
you changed the options in the menu record, the Button ID on the form must match the associated
option number in the menu record.

To change the forms, follow the steps below:

1. Click Tailoring > Forms Designer.

2. In the Form field, type menu.gui.ess.SD.

3. Click Search.

4. Click Design.

5. After you make the changes, click OK.

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 Chapter 10: Views and favorites administration
A view uses a pre-defined query to display a set of records. As a system administrator, you can use
Views/Favorites to create a new view, edit an existing view, or delete a view. A view includes the
following elements, which can be specified or modified when the view is created or edited.

l View definition:

n View Fields - fields displayed in the view.

n Group By - how the records are grouped.

n Sort By - how the records are sorted.

l Audience specifies which users can use the view.

l Ownership specifies who is allowed to manage the view and who is allowed to manage the content
displayed by the view.

System administrators access the Views/Favorites function from the System Administration menu:

System Administration > Base System Configuration > Miscellaneous > Views/Favorites

Create a view
Applies to User roles:

System Administrator

You can create a view for one or more users to customize the default log-on view. For example, if a
group of users regularly searches on the same query, you can provide them with a shared query view
as their default whenever they log on to HP Service Manager.

This topic assumes that you are familiar with Service Manager table and field names.

To create a view, follow the steps below:

1. Click System Administration > Base System Configuration  > Miscellaneous >

Views/Favorites.

2. Click New.

The New View wizard opens.

3. Select the Area to create the view in and then click Next.

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4. Specify the name and type for the view you wish to create, and whether it is a system view or
personal view.

5. Select who the view will be available to, and then click Next:

n Everyone

n Selected Groups

n Selected Roles

6. Select the fields you want in your view:

a. Click Fields.

b. To add fields, select items from the table menu and click Add to List.

Note: If you select a field that has a link to another table, select from the secondary menu
to add fields you want in the view.

7. Select view properties for Group By, Sort By, Filter, and Autoformat as desired.

8. Click Finish.

After the system adds the view, you can provide additional information for the view definition

9. In the Audience tab, select an audience for the view and then click Save.

10. You can also update or add additional properties for the view with the View definitions, Query
definitions, and Ownership tabs.

Add a view for a new table

Applies to User Roles:

System Administrator

When you want to expand the list of views in a queue, you can use the New View wizard. However, if
the table does not yet exist, you need to first configure the table as an object record. You can then add
the view to the table.

Note: These procedures use the kmdocument table as an example for configuring and adding a
Knowledge Documents view to a table.

To configure an object record for a new table, follow the steps below:

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1. Click Tailoring > Document Engine > Objects.

2. Type the file name (table name) in the File name field. For this example, type kmdocument.

3. In the Manage Queues tab, type an expression in the Manage condition field that evaluates to
true. For example, type lioption("Knowledge  Management").

4. Create a form to be used to display the view. Type your entry in the Manage default view field.
For example, type Knowledge Documents.

5. Click Fill in the Manage display format field and choose inbox.view.

6. Click Add.

7. Log out of HP Service Manager, and then log back in. This enables the new object kmdocument
table that you configured to be added to the view list. You can now add the new view to the table.

To add a view to a table, follow the steps below:

1. Click System Administration > Base System Configuration > Miscellaneous >

Views/Favorites.

2. Click New. The New View wizard opens.

3. Select an entry for Area (Knowledge Documents) and then click Next.

4. Type the name of the view in the Name field and then click Next.

5. Click Fields.

6. Select Title in the Knowledge Documents list entries and then click Add to List. The Title entry
appears in the Destination Fields box.

7. Click Finish. You receive a message that states the view record was added. You also see the
View Definition form to add additional properties to the view you created.

The view appears under Favorites and Dashboards in the navigation pane.

Delete a view
Applies to User roles:

System Administrator

To delete a system view, follow the steps below:

1. Click System Administration > Base System Configuration  > Miscellaneous >

Views/Favorites.

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2. Click Search to find a system view.

3. Select a system view from the records list.

4. Click Delete, and then click Yes to confirm.

Change fields in a view

Applies to User roles:

System Administrator

You can add, delete, or change the order of fields in a system view. This topic assumes that you are
familiar with HP Service Manager table and field names.

Note: You can only change fields for views with a Table view type.

To change fields in a system view, follow the steps below:

1. Click System Administration > Base System Configuration > Miscellaneous >

Views/Favorites.

2. Click Search to find the view you want to change.

3. Select the view from the records list.

4. On the View definitions tab, click View Fields.

5. To add fields, select items from the table menu and click Add to List.

Note: If you select a field that has a link to another table, select from the secondary menu to
add fields you want in the view.

6. To delete fields, highlight the field you want to delete in the Destination Fields window and click
Remove Field.

7. To move a field location up, highlight the field you want to move in the Destination Fields window
and click Move Field Up.

8. To move a field location down, highlight the field you wan tot move in the Destination Fields
window and click Move Field Down.

9. Click Next.

10. Click Save.

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Service Manager updates the View record.

11. Click OK.

Change roles for a view

Applies to User roles:

System Administrator

To change roles for a view, follow the steps below:

1. Click System Administration > Base System Configuration > Miscellaneous >

Views/Favorites.

2. Click Search to find a view.

3. Select the view to updated from the records list.

4. In the Audience tab, make the applicable updated.

5. Click Save.

HP Service Manager updates the View record.

6. Click OK.

Autoformatting
Autoformatting is part of a view in that it is a view that has been customized by a set of rules that
specify certain display conditions for records that satisfy the conditions. For example, you can create a
view that displays all incident records older than one week and then in that view create an
autoformatting rules that displays records as red if their urgency is critical.

System administrators access autoformatting by selecting Customize Current View from the More
Actions menu for a view or queue.

Add a new autoformatting rule

Applies to User Roles:

System Administrator

To add a new autoformatting rule, follow the steps below:

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1. From the System Navigator, click Service Desk > Interaction Queue.

2. From the Queue menu, select Approval to open the Approval Queue.

3. Click More or the More Actions icon, and then Customize Current View.

The Configure View Properties wizard opens.

4. Click the Autoformat button.

5. Click the Add Rule button to open a new autoformat rule.

a. Type a name in the name field.

b. Select a color from the list in the Color field.

c. Select a field for your new rule in the Field list.

d. Select an operator in the Operator field, such as starts with.

e. In the next field, select a comparison value, such as a to establish the rule starts with the
letter a.

6. Click Next to view a list of current rule definitions. The Configure Autoformat Rules form opens.

You can use this form to perform the following operations:

n Add, edit, or remove autoformatting rules

n Move the order of rules up or down; the first in the order overrides the others

n Return to the main Configure View Properties wizard form

7. Click Next to return to Configure View Properties.

8. Click Next for the new rule to take effect.

The records that match your rule criteria now display in the color selected for this rule.

Adjust the order of an autoformatting rule

Applies to User Roles:

System Administrator

To adjust the order of an autoformatting rule, follow the steps below:

1. From the System Navigator, click Service Desk > Interaction Queue.

2. From the Queue menu, select Approval to display the Approval Queue.

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3. From the next Queue menu, select Incident to view the Incident queue.

4. From the View menu, select a view, such as Autoformat date view.

Note the existing autoformatting rules defined.

5. Click More or the More Actions icon, then Customize Current View.

The Configure View Properties wizard opens.

6. Click Autoformat.

7. Select a rule to adjust the order of and click the Move Up or  Move Down button to adjust the
order of the rule.

Note that the first rule in the order overrides all others in the record list.

8. Click Finish to return to the Incident queue.

Edit an autoformatting rule

Applies to User Roles:

System Administrator

To edit an autoformatting rule, follow the steps below:

1. From the System Navigator, click Service Desk > Interaction Queue.

2. From the Queue list, click Approval to open the Approval Queue.

3. From the next Queue menu, click Incident to view the Incident queue.

4. From the next View menu, select a view, such as Autoformat date view.

Note the existing autoformatting rules defined.

5. Click More or the More Actions icon, then Customize Current View.

The Configure View Properties wizard opens.

6. Click the Autoformat button.

7. Select a rule to edit and click the Edit button.

The Autoformat Rule wizard opens.

8. In the name field, you can optionally change the name of the rule.

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9. For the rule to be active, select the Is Active check box. For the rule to be inactive, clear the Is
Active check box.

10. In the Color field, you can optionally modify the color in which the rule appears in the queue by
using the color selections.

11. Optionally modify the field name by using the field selections.

12. In the Operator field, you can optionally modify the operator to use for this rule.

Valid options for operators in autoformatting rules are:

n On

n On or After

n On or Before

n Is Between

13. You can optionally modify the date in the date field by selecting a date using the calendar widget or
by manually typing in a new date.

14. Click Next to view your modified rule definition.

15. Click Finish.

16. From Specify View Type, select Save as a system view or  Save as a personal view.

17. Click Finish to return to the Incident queue and view your changes.

Remove an autoformatting rule

Applies to User Roles:

System Administrator

To remove an autoformatting rule, follow the steps below:

1. From the System Navigator, click Service Desk > Interaction Queue.

2. From the Queue menu, select Approval to open the Approval Queue.

3. Click More or the More Actions icon, then Customize Current View.

The Configure View Properties wizard opens.

4. Click the Autoformat button.

5. Select the rule to remove.

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6. Click Remove Rule.

7. Click Yes to confirm your choice.

Customize current view

System administrators use the Customize Current View feature to modify the properties of an existing
view. In this case, a view is a query that has been saved to generate a list of records. The out-of-box
system provides a set views that may include My tasks or All my open request. The View field in an
application lists the views available for the user.

System administrators can access Customize Current View from the More Actions menu on any of
the display views, queues, or record lists for any of the applications. The system provides a wizard to
configure the view properties.

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 Chapter 11: ITIL Alignment
HP Service Manager is fully aligned with ITIL V3 terms and definitions. The following features of
Service Manager are good examples of alignment with ITIL:

l Detailed descriptions of the focus of each ITIL process and supporting module in Service Manager.
This includes the scope of the function or process, the goals, the roles and thus profiles typically
required to deliver the function and their responsibilities. This information is included in the help
server.

l Process diagrams that define the out-of-box process flows to deliver the function are included in the
help server.

l The screens, work flows, profiles and system logic is pre-defined in the Service Manager system to
deliver the functions as described in the help server.

Access Control
Authorized users can create, modify, and close tickets through the different HP Service Manager
modules. Access to functionality within each module is governed by Service Manager security utilities,
which define access based on role; for example, one user may be able to create and modify, but not
close, tickets.

Service Manager security utilities govern access to modules, functionality within modules, and
underlying data.

Mandatory Fields
HP Service Manager provides two basic methods for setting field-level controls including making a field
mandatory. The system provides two methods to indicate that a field is mandatory in the user interface.

If the field is only required to be mandatory on a screen-by-screen basis, the field can be set as
mandatory using the format control validations. This control can be visually indicated by a property in
Forms Designer.

If the field needs to be set as mandatory for all access points throughout the system, a data policy for
the field can be set using the supplied configuration tools. In this case the visual indication is
automatic.

On screen, Service Manager identifies mandatory fields with a red asterisk indicator.

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Reporting
HP Service Manager includes two options for generating management reports using key performance
indicators: Service Manager Dashboard queries and charts, and Service Manager Crystal Reports.
These tools allow you to generate predefined and ad hoc reports to display any information. The
following describes these tools.

Service Manager Dashboards

Service Manager has the ability to search almost any set of records to produce a list and then display
the results in either a bar or pie chart.

To create a chart, first create a query to display desired information; you can then convert query data
into a chart (bar and pie charts are supported) with one simple mouse click. You can save charts as
single objects, or in Dashboards; Dashboards are folders in which you can store multiple charts.
Dashboards show relationships among categories of data. For example, one chart might show the
number of Incidents by customer; another chart might show the number of Incidents by priority.

Viewing charts together as a Dashboard enables you to make better business decisions, such as
assigning resources to close Incidents.

Chart preferences enable you to customize your chart settings. Service Manager client controls the
chart refresh rate, and the server communicates the latest data to the client as needed. If no changes
occur, the latest data comes from the cache if caching is enabled. Charts do not rerun the query when
they check the server for updated information.

You can export chart data to Microsoft Excel or to an ASCII delimited file for use in any statistical
reporting package. In addition, you can cut and paste chart images into other documents.

Service Manager provides out-of-box dashboards for request management.

Service Manager Crystal Reports

For operational reporting or regularly scheduled reporting requirements, HP provides an OEM version of
Crystal Reports with Service Manager. HP also delivers over 40 predefined reports. You can run
reports on an ad hoc basis and system administrators can define an automatic report-generation
schedule using the Service Manager Report Scheduler tool. Crystal Reports 2008 is required to view,
generate, or modify these reports and is included with Service Manager.

Service Manager ships with the following predefined reports:

l Request Management Reports

n Request Aging Report

l Service Desk Reports

n Escalated Interactions

n First Time Fixed Interactions

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n Interactions Closed in a Given Year

n Interactions Resulting in Related Issues

n Number of Service Desk Requests by Department

n Service Desk Interactions Opened and Closed

n Top 20 Operators by Average Interaction Time in Last 90 Days

l Change Management Reports

n Changes Closed Meeting SLA Target

n Changes Scheduled for This Week

n Changes Opened and Closed

n Percentage of Emergency Changes

n Percentage of Rejected Changes

n Percentage of Successful Changes

l Configuration Management Reports

n CI Relationships

n CI Summary

n Percentage of CIs Related to Other CIs

l Incident Management Reports

n Backlog of Incidents

n Incidents Opened and Closed

n Incident Aging Report

n Incident Reassignment Analysis

n Incidents by Assignment and Priority

n Incidents Closed Meeting SLA Target

n Open and Closed Incidents by Service

n Open Incidents Monthly Analysis by Category

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n Percentage of Incidents by Priority

n Reopened Incidents

l Knowledge Management Reports

n Knowledge Management Activity

n Knowledge Management Demand

n Knowledge Management Summary

n Knowledge Management Usage by Department

n Self-Service Escalated Knowledge Management Search Escalation

n Self-Service Knowledge Management Search History

l Problem Management Reports

n Average Time to Diagnose

n Open and Closed Problems by Service

n Problems Opened and Closed

n Problems Closed Meeting SLA Target

l Service Level Management Reports

n Service Level Management Availability Duration Metrics

n Service Level Management Availability Uptime Metrics

n Service Level Management Response Metrics

n Service Level Management Summary

In addition, you can perform a search within each module using different combinations of conditions,
and the search results can be presented in list or chart.

You can also create your own management reports using Crystal Report and build your reports on any
field in the database.

Management Reporting
HP IT Executive Scorecard

The HP IT Executive Scorecard is a key element in the HP IT Performance Suite and is a systematic
approach to digitizing the sensing, measuring, and instrumentation of the entire IT-controlled landscape

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into single consolidated views for IT leaders and practitioners. The HP IT Performance Suite includes
comprehensive families of proven software for strategy, planning, and governance, application lifecycle
management, IT operations, information management, security intelligence, and risk management.
These solutions are unified by one of the most complete IT data models for collecting and relating data
feeds from individual products.

What makes the HP IT Performance Suite much more than just a collection of management software is
the HP IT Executive Scorecard—a single pane of glass that pulls all the information and analysis
together. In short, HP IT Executive Scorecard can help track performance and communicate in
business terms.

The HP IT Executive Scorecard allows companies to:

l Use a single pane of glass to view IT business services, programs, and financial status

l View performance and problem areas promptly

l Show historical data to highlight improvements and identify negative trends early

l Automate and decrease effort required for the data-gathering process to enable real-time reporting

l Cascade key performance indicators (KPI) across layers of scorecards

l Collaborate by adding annotations to KPIs and objectives

l Access the information from a desktop, tablet, or smartphone

l Add notes using collaboration in the context of a KPI or objective

With its balanced scorecard, best-practice dashboards, and over 135 key performance indicators
already defined, the HP IT Executive Scorecard is a unique differentiator. The HP IT Executive
Scorecard is an analytical product that renders performance from a broad range of data sources,
including (but not limited to) HP Business Service Management, HP Service Manager, HP Asset
Manager, and HP Project and Portfolio Management.

From a business point of view, the need to control information technology (IT) is driving a new level of
maturity in performance management. Many organizations turn to executive scorecards to help drive
performance and more are now pouring this approach into the context of IT. The out-of-box Scorecards
in the HP IT Executive Scorecard are based around up to four high-level perspectives. These equate to
high-level goals of IT or the business. The four used in HP IT Executive Scorecard are: IT Value,
Customer, Operational Excellence, and Future Orientation.

The scoring of those objectives is based on one or more KPIs. In this way, the persona can gain a quick
view of overall performance in an area of interest and drill down further if required into the KPI or KPIs
that are responsible for the performance score.

KPIs reflect how well the organization is doing in areas that most impact financial measures valued by
shareholders, such as profitability and revenues.

A KPI evaluates the performance according to expectations. The context is provided using:

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l Thresholds, which defines upper and lower ranges of acceptable performance

l Targets, which records the predefined gains, such as 10 percent new customers per quarter

l Benchmarks, which is based on industry wide measures or various methodologies, such as Six
Sigma

l Trend, which is the direction of the performance of the KPI, either Up, Down, or Static

A KPI is a Metric, but a Metric is not always a KPI. The key difference is that KPIs always reflect
strategic value drivers whereas Metrics represent the measurement of any business activity. Metrics
always show a number that reflects performance. KPIs put that performance in context. Metrics are not
matched against a threshold. An example of a metric could be an MTTR (mean time to recover) which
measures the average time between the occurrence of a set of incidents and their resolution. An
example of a KPI could be an MTTR, which measures the average time between the occurrence of a
set of incidents and their resolution, compared to a defined threshold. For example, MTTR less than
one hour.

The out-of-box KPIs can be altered to suit different personas or augmented by new KPIs created within
HP IT Executive Scorecard.

Audit Trail
For all records in HP Service Manager, a date time stamp and a user stamp are updated in the record
when it is created or saved.

Service Manager provides an audit trail capability that identifies each step taken in the resolution of a
ticket. Each time the ticket is updated (whether manually or automatically), a separate historical
activity is created for the ticket. An authorized user may review each historical activity to develop a
comprehensive understanding of the history of the record and its resolution, including which operators
took what actions at what times. These updates are displayed into an aggregated journal of all updates.

Service Manager also provides an auditing feature that records modifications to fields within the
Service Manager database. Field modifications are detected by comparing the fields in the original
version of a record to the updated version. When modifications are detected, an Audit Log entry is
recorded for each changed field showing the name of the modified field, the old and new version of the
data, the current date/time, and the current operator’s user ID.

Archiving
Closure of processed problems, incidents, changes, interactions, and other records is a standard part
of the workflow for each module. Typically, the closure action not only supports saving the record but
separate validations, rules, and possibly even separate forms to help ensure business success.

The most typical approach for archiving records is to leverage the chosen RDMS tools from Oracle, MS
SQL or DB2 to perform database administration for purging and archiving.

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HP Service Manager provides an archive and purge tool that can be configured by table and criteria for
archiving. This is a facility only the administrator would use. This capability allows the ability to archive
either manually or on a scheduled basis.

One new capability in this area is the ability to take advantage of the HP archive tool suite. These tools
allow data to be archived out of Service Manager into a system-accessible file system. The production
or alternative instance of Service Manager can then be used to access these data records. See the link
below for additional details.

Notification and Escalation

HP Service Manager provides alerts and escalations in the following ways:

l Notifications

Service Manager provides a broad and deep solution to deliver notifications to stakeholders
whenever a record is opened, updated or closed. The notification engine allows administrators
complete control over the following:

a. What notification vehicle (email, page, etc) and format to deliver

b. What conditions on which to send the notification

c. To whom the notification should be sent

l Alerts

Modules include the ability to set criteria for the generation of alerts. For example, the administrator
can set rules for three stages of alert and a deadline condition. When these targets are met,
specified users receive alerts and notifications through the Service Manager tool, email or via pager,
fax etc.

l Escalations

Business rules can be used to trigger automated escalations of tickets under various conditions.
Examples include: should the status remain unchanged for too long; the ticket reassigned too often
between assignment groups; or for other rules as defined. In addition, to document the violation of
these rules the administrator can configure Service Manager to act in certain ways should these
rules be breached. For example, if a ticket remains in open state for too long, reassign it to the
assigned user’s manager.

l Service Level monitoring

Alerts and escalations can be triggered through evaluation of Service levels as defined in the
Service Level Management module. This approach is used to set Service Level Objectives and
Service Level Agreements with associated actions should service levels approach breach
conditions. In this way, escalation is accomplished proactively to avoid breach rather than react to
breach.

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 Send Documentation Feedback
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