HP Service Manager

Software Version: 9.34

For the supported Windows® and UNIX® operating systems

Wizards Guide

Document Release Date: July 2014

Software Release Date: July 2014
Wizards Guide

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Wizards Guide

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HP Service Manager (9.34) Page 3 of 93

Wizards Guide

Contents
Wizards Overview 7
What this document covers 7
Prerequisites 7
About creating a wizard 7
Wizard flow 8
Wizards versus scripts 9

Using the Wizard Tool 10

Wizard order of execution 10
About variables 11
Variables to avoid using in wizards 11
Wizard Info tab field definitions 12
File Selection tab field definitions 14
Usage tab field definitions 15
Actions tab field definitions 19
Messaging tab field definitions 22
Variables tab field definitions 23
Next Wizard tab field definitions 23
Previous Wizard tab field definitions 24
Comments tab field definitions 24
Cancel Expressions tab field definitions 24

Calling Wizards 26
Call a wizard from menus 26
Call a wizard from display options 27
Call a wizard from Format Control 28
Call a wizard from process records 29

Step-by-Step Example of Building a Custom Wizard 31

Adding Service Level Objectives to the SLA 31

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Wizards Guide

Designing the SLA wizard 31

Planning the SLA wizard panels 33
Building the SLA wizard 35
Step 1: Define the start node of the wizard 35
Step 2: Prompt the user to select SLA type 37
Step 3: Prompt for customer information 39
Task 1: Create a wizard to gather customer information 39
Task 2: Create a form to gather customer information 41
Step 4: Prompt for SLA title and description 44
Task 1: Create a wizard for SLA description 44
Task 2: Create a form for SLA description 46
Step 5: Prompt for effective dates 48
Task 1: Create a wizard for SLA effective dates 48
Task 2: Create a form for SLA effective dates 50
Step 6: Ask about agreement documents 51
Task 1: Create a wizard to ask about agreements 52
Task 2: Create a form to ask about agreement 54
Step 7: Prompt to add agreements 55
Task 1: Create a wizard to add agreements 56
Task 2: Create a form to add agreements 57
Step 8: Save new SLA and prompt for SLOs 59
Task 1: Create a process to save the new SLA 59
Task 2: Create a wizard to check SLO requirements 60
Task 3: Create a form to check SLO requirements 63
Step 9: Call the Availability SLO wizard 66
Task: Create a wizard to call an Availability SLO 66
Step 10: Prompt for another Availability SLO 68
Task 1: Create a wizard for more Availability SLOs 68
Task 2: Create a form for more Availability SLOs 70
Step 11: Call the Response SLO wizard 72
Task: Create a wizard to call a Response SLO 72
Step 12: Prompt for another Response SLO 74
Task 1: Create a wizard for more Response SLOs 74
Task 2: Create a form for more Response SLOs 77
Step 13: Display new SLA number and title 78
Task 1: Create a wizard for the completed SLA 79
Task 2: Create a form for the completed SLA 81
Step 14: Set menu to call the new SLA wizard 82

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Wizards Guide

Troubleshooting Custom Wizards 84

Button options are not displaying properly 84
File variables not passed into wizard flow 85
Cause 85
Fix 85
Format not found 85
Cause 85
Fix 85
JavaScript syntax errors 86
Cause 86
Fix 86
Query failed to provide correct results 87
Query returned a list of records rather than a single record 87
Cause 87
Fix 87
RAD expression syntax errors 87
Cause 88
Fix 89
Records are not sorted properly 89
Cause 89
Fix 89
Wizard stops with "Could not continue" errors 89
Run a trace 90

Send Documentation Feedback 92

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 Wizards Overview
Wizards provide a powerful way to gather user input and help your users quickly and efficiently
accomplish many different tasks within Service Manager. The Service Manager applications include
many out-of-box wizards, and the Service Manager tailoring tools include a Wizard creation tool that
enables you to design and build your own custom wizards that can be called from the various Service
Manager applications and modules.

What this document covers

This document describes the Wizard tool that you use to create custom wizards, and defines and
describes each of the fields the tool includes. A detailed example walks you through all of the steps
involved in planning and building a sample wizard that creates a new Service Level Agreement.
Troubleshooting information and common errors are also explained.

Prerequisites
Using the Wizard tool requires a solid understanding of the following areas, which are covered in other
parts of the Service Manager tailoring documentation:

l Designing and creating forms

l Using the syntax of the Service Manager system language

l Performing traces for debugging purposes

l Creating processes and using the Document Engine

About creating a wizard

The Wizard tool enables implementers and administrators to add wizards within Service Manager that
assist users with certain tasks, such as adding contacts to a database, escalating a Service Desk
ticket to the applicable Service Manager module, and creating a new configuration item type for
Configuration Management.

Functionality in a wizard record can include any or all of the following functionality:

• Creating records

• Selecting records from a database

• Modifying the current record

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Wizards Guide
Wizards Overview

• Executing expressions (RAD or JavaScript), processes, and format control

• Asking for user input

• Stacking wizards to run in succession

You may find it helpful to review the embedded, out-of-box wizards. These wizards offer a variety of
functionality, such as:

• Create a User (the User Quick Add Utility)

• Escalate an Interaction

• Reject a Change

• Add a CI Type

• Add a Contract

You can view these wizards by clicking Tailoring > Wizards, and then clicking the Search button.

In addition to simplifying repetitive user tasks, Wizards are very useful for processes that require the
user to supply prerequisite information. For example, during the interaction creation cycle you could
present a wizard panel flow for the operator to enter data. Based on how the caller replies to questions
regarding the problem, the wizard determines which panels the operator sees next. While the wizard is
executing, the operator-entered data may be accumulated in a file variable that is returned to the calling
application when the wizard is complete.

The wizard can display a form and execute a Format Control record or process. The instructions in the
Format Control record where there is a condition on “initial” that evaluates to true will be executed
before the form opens. The instructions where there is a condition on “add” that evaluates to true will be
executed after the user clicks OK.

Wizards are also very helpful when multiple complex decisions must be made in order to reach a
conclusion. For example, Change Management approval requirement conditions are normally based on
the data contents of one field in the change record. An example of such a condition is
risk.assessment in $L.file="1." However, there may be circumstances where the approval
requirement condition is based on the values of several different fields. For instance, there may be
three fields that affect the approval requirements: division, area, and department. Hard coding all the
possible combinations of these field values into condition statements requires a great deal of work and
would be difficult to maintain. You can define these conditions in wizard records that do not display
forms but that allow you to call a subroutine or execute standard Service Manager processing
statements (similar to Format Control calculation statements). These options allow for the manipulation
of record data. At runtime, the wizard acts as a decision tree that results in significant processing
reductions compared to that involved in the original method of coding.

Wizard flow
Wizard flow defines the order in which wizard panels execute. Wizard panels can move in a straight
line from start to finish, or branch into several different process flows.

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Wizards Guide
Wizards Overview

The more complex wizard flows use condition statements that must evaluate to true before certain
wizard panels can execute. If none of the specified conditions evaluate to true, the wizard flow is
considered complete, and control passes back to the calling application.

It is very helpful to develop a map of the entire flow showing the name of the form (if any) displayed by
each wizard panel and the conditions controlling the flow from panel to panel. You can follow the map
throughout the wizard creation process to avoid simple errors that could prevent your wizard from
operating properly.

Wizards versus scripts

Service Manager wizards have much in common with the Service Manager scripts utility, a legacy tool
that has been part of the system tailoring utilities for many releases. Wizards go beyond scripting,
enabling much greater functionality and flexibility.

A major advantage of wizards over scripts is security. Wizards are more robust and ensure data
integrity, which scripts cannot do.

Unlike scripts, wizards allow you to specify the format control and display screen; you are not limited to
the format control for a particular form, or to a particular display screen.

In addition, wizards themselves can call Format Control records and processes. Wizards do not allow
direct calls to RAD applications.

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 Using the Wizard Tool
Before beginning to create a wizard, you should have a basic plan for the wizard flow, including the
function that each wizard panel must perform. This requirement is demonstrated for the example of
planning the SLA wizard panels for a new SLA wizard.

When you are ready to create the wizard, you use the Wizard tool to create each successive panel of
the complete wizard. Generally each panel represents a screen or step of the wizard that the end user
will see, although some panels are not visible to the user and instead perform background activities,
such as calling a Document Engine process.

To access the Wizard tool, click Tailoring > Wizards or type wizards in the Service Manager
command line field.

The Wizard tool displays ten tabs:

l Wizard Info

l File Selection

l Usage

l Actions

l Messaging

l Variables

l Next Wizard

l Comments

l Cancel Expressions

l Previous Wizard (only visible after you click Add)

Wizard order of execution

When a wizard is run, it executes in the order the tabs are displayed in the wizard tool interface (Wizard
Info, File Selection, Usage, and so on.)

The diagram labeled Order of Execution of Wizard Tabs illustrates this order. On the Usage tab, the
developer determines whether the wizard panel is displayed to the end user. If the panel is displayed,
the order of execution then depends on which button the end user clicks, Next, Previous, Cancel, or
Finish, as indicated in the diagram.

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Wizards Guide
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If the end user clicks the Previous button, the previous wizard panel is displayed, or some other panel
as set by the developer using the Previous Wizard tab in the wizard tool.

The Finish button is intended to be used at the end of the workflow. If the user clicks it in the middle of
the workflow, the wizard will proceed through the rest of the sequential wizard panels without prompting
the user for further input.

The Comments tab is used for internal development comments, and has no effect on the wizard
processing flow.

Within the File Selection tab, the Initial Expressions and Javascript evaluate after the Select $L.file by
tab. The means that you cannot populate a query variable in Initial Expressions and then use it in
"Select $L.file by."

About variables
It is best to use local variables in a wizard in order to eliminate the chance of a variable collision
between threads (or even in the same thread if the wizard calls an external application). However,
variables local to the wizard application cannot be used by the display application or in Process records
called by the wizard.

Specifying a local variable as a wizard variable increases the scope of the variable to include the
display application and called Processes. The variable will automatically be cleaned up by the server
when the entire wizard flow is complete, so there is no danger of namespace collisions with variables
from other threads or processes.

Variables to avoid using in wizards

When creating a wizard, you should not use local variables that are used by the
wizard.run RAD application. Using those variables could cause errors and unexpected results.

The variables to avoid using when creating a wizard are listed below.

$L.action $L.action.file $L.action.file.save

$L.action.save $L.addition $L.allow.finish

$L.allow.skip $L.base.format $L.bitmap

$L.category $L.disable.next $L.disable.next.previous

$L.disable.previous $L.display.screen $L.ds.i

$L.ds.junk $L.ds.nme $L.ds.var

$L.env $L.eval $L.exit

$L.fc $L.field.line.is $L.field.name.is

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Wizards Guide
Using the Wizard Tool

$L.file $L.file.save $L.filename

$L.finish $L.first.parent $L.format

$L.format.name $L.gen.ms $L.i

$L.link $L.list.field.name $L.lng

$L.main.title $L.messages $L.mode

$L.ms $L.msg $L.msg.cond

$L.msg.lvl $L.msg.type $L.mult.sub

$L.next.wizard $L.no.recs.msg $L.object

$L.object.type $L.old.format.name $L.old.subformat

$L.option $L.override.link $L.par.lng

$L.parent $L.parent.file $L.parent.id

$L.parent.object $L.pass.names $L.pass.values

$L.passed.file $L.phase $L.prev.wizard

$L.prompt $L.qbe $L.qbe.format

$L.same $L.save.name $L.selected

$L.selection $L.selection.filename $L.selection.save

$L.selection.sort $L.selection.sql $L.sql

$L.start $L.sub.format $L.title

$L.var $L.window.title $L.wizard

$L.wizard.bitmap $L.wizard.error.msg $L.wizard.format

$L.wizard.name $L.wizard.names $L.wizard.prompt

$L.wizard.sql $L.wizard.title $L.wizard.values

$L.x $exit $normal

$error

Wizard Info tab field definitions

Use this tab to enter basic information such as the wizard name, description, window title, and images
to be included on the panels displayed to the end user.

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Wizards Guide
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Field Description

Wizard Name This field forms the unique key for the wizard in the wizard dbdict. Enter a brief
descriptive name for the wizard as the unique identifier for this wizard record. As a
name
best practice, include the table (or module) for the wizard, the action the wizard
panel performs, and other detail such as whether the wizard is the Start Node. For
example, your first wizard panel name for creating a wizard panel for SLA could be
something like "SLA Create 1 - Start - Type."

This is a required field.

Start Node? Selecting this checkbox (setting it to true), indicates that this is the first in a series
of wizard panels. When a wizard set as the Start Node also requests user input,
start
the Previous button is automatically disabled when the wizard panel is displayed
to the user.

Note: If the Start Node wizard is not displayed to the user, be sure to disable
the Previous button on the first wizard panel that is displayed.

Brief Enter a brief, meaningful description of the wizard, including any important
Description identifying information.

brief.description

Window Title The window title is displayed on the tab that holds the wizard thread when
displaying the wizard panel to the user. This field also takes a message number
window.title
from the scmessage database. For example, scmsg(18,"wizard").

Note: If the wizard you are creating will be localized (translated to another
language or languages), then using the scmessage database is the preferred
method.

Title The title of the wizard entered in this field appears in bold in the upper left of the
wizard panel when displayed. The title can be entered as a message number from
title
the scmessage database such as scmsg(18,"wizard"). Enter a title that makes
indicates the purpose of the panel to the user, such as "Create SLA." If more detail
is needed, you can enter something like "Create SLA - Enter Description."

Prompt Enter a prompt that instructs the end user if this is a wizard panels that will be
displayed to the user. HP Service Manager displays this information in the center
prompt
of the panel, between the title and the wizard subformat, to give the user more
detailed instructions on what kind of information should be entered in the panel.
The prompt should be in large type.

Note: Localizable messages, such as scmsg(18,"wizard"), can be used for

the titles and prompt rather than hard-coding the wizard with text. This allows
for localized languages in a multi-lingual environment.

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Field Description

Bitmap The image to display on the left side of the wizard panel. The default image is
located in the Service Manager Install Directory at:
bitmap Client\plugins\com.hp.ov.sm.client.common_<SM version and build
number>\src\resources\icons\obj16\wizard<1,2,3>.gif

If you want to use a different image, add it to the installation path above and enter
the image file name in this field.

Global Lists Click Fill to select the global lists to be built or updated so that they are available
when the wizard is run.
global.list

File Selection tab field definitions

Use this tab to designate system language or JavaScript code to be run before file selection and
determine the content of $L.file. The tab includes three subtabs, described below. The Select $L.file
by subtab includes four main options, listed from top to bottom as they appear on the screen.

Field Description

Initial Expressions Enter expressions using system language syntax that will be evaluated
subtab after the $L.file is initialized. Use these expressions to initialize variables.

init.expressions

JavaScript subtab Enter the JavaScript code that will run after the $L.file is initialized. Use this
section to initialize variables or select values from related tables.
javascript.init

Select $L.file by You must choose one of the four main options listed below to designate
subtab how the wizard will select the $L.file variable.

No $L.file (use This option means that the wizard should not expect a file variable to be
typecheck) passed in from wherever the wizard is called; in fact, if one is passed in, it
will be ignored. Instead it creates $L.file by initializing it as a record in the
file.selection
"typecheck" table, which is an internal table that contains fields
corresponding to different field types supported by the system.

This is often used in simple wizards that require only a small amount of
input that does not need to be saved into the database.

$L.file passed in Selecting this option indicates that the file variable ($L.file) was passed into
this wizard as a parameter from the calling application or wizard. If a wizard
file.selection
is called as a next wizard, the file variable is automatically passed on. This
option should be selected if you plan to continue to work on the current
record stored in $L.file.

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Field Description

Create a record Selecting this option indicates that the wizard will create a new record. You
must enter or select the dbdict name in the record of type field. This
file.selection
initializes $L.file with the structure of the record from the table selected in
the "of type" option.

of type (for Create a Click Fill to select the dbdict that defines the record to be created.
record)

create.record.filename

Select records Select this option to use a query statement to select one or many records.

file.selection

of type (for Select This field determines the record type for a query. Enter the dbdict name of
records) the table from which the records should be selected, such as location. Click
Fill to select a name from a list of all dbdict names.
select.record.filename

using query Enter a query, using system language syntax, to search for records that will
be used to select records. For example:
select.query
"agreement.id="+$G.new.sla

Note: The quotes (") are required.

Resolve Variables Select this box (set to true) to ensure that any variables entered in the
resolve.variables Select Records field are evaluated before running the query.

No Records Message The text to display to the user if the query returns no records. This field also
takes a message number from the message database.
select.no.records
For example: scmsg(111,"wizard").

Usage tab field definitions

Use this tab to set wizard usage options, such as whether and which subformat will be displayed to the
user and which buttons will be available on the panel displayed.

Field Description

Wizard Usage Determines the action that HP Service Manager should take when
section the wizard is run. You must select one of the five main options
presented on the screen.

Select one record from list Choose from the Selection Criteria listed below.

wizard.type

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Wizards Guide
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Field Description

Selection Criteria When you choose to Select one record from list, selecting one of
the following options allows you to select a record from a list. The
list is formed based on the options selected.

Use $L.file as This option uses the $L.file variable to form the list of records where
$L.selection the selection is to be performed.

use.file.as.selection

Query for records This option allows you to specify a query to form the list of records.
The fields that are needed for the query are noted below.
query.for.records

of type Enter the name of the table (dbdict name) that the query should run
against. Check that the dbdict for field names is valid for the query.
query.for.records.filename

using query This option is used in conjunction with the options "Query for
Records" and "of type." Enter the query using Service Manager
query.for.records.query
system language syntax.

sort by This option allows you to present the list, sorted in order, based on
the fields specified in this option. Enter field names that are valid for
query.for.records.sort
the selected dbdict and sorted in ascending order.

If no records This option allows you to specify an action if there are no records on
the list. The actions are as follows:
query.select.no.records
return: Returns to the previous wizard panel if there is one, or to the
place from which the wizard was called (if this is the first panel).

continue: Shows the empty list and allows you to continue.

skip display: Skips the wizard panel and goes to the following
panel, if applicable.

No records message This option allows you to display a message to present if there are
no records in the list. An scmessage record can be used to
query.no.records.msg
construct the message.

If one record This option allows you to specify an action if there is just one record
in the list. The one record can be displayed in a list, or it can be used
query.select.one.record
as the current file variable without being presented to the user for
selection.

Allow "Skip" option? If selected (set to true), enables users to skip the panel.

allow.skip

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Field Description

Request user input This field indicates that the user will be prompted for information.
When this option is selected, the Sub Format to display entry
wizard.type
becomes required and a prompt with instructions needs to be
entered in the Wizard Info tab.

Skip Display Skip Display should be used when the current wizard manipulates
the current record without the need for user input. Typically, a
wizard.type
wizard that is not displayed to the user is part of a complex wizard
workflow.

Cancel Immediately This option is used to cancel a process immediately if a wizard is

started by a user type who is not intended to use the wizard.
wizard.type
For example: A company creates a wizard to gather information
from top-level management customers. Let us say that a user who
does not fit the criteria chooses to start the wizard and make his
way through the wizard panels. The Cancel Immediately option
causes the process to immediately end when it becomes clear that
the information does not need to be gathered from that user.

Select multiple records Selecting this option displays a list and allows the user to select
from list multiple records from the list. The list is formed based on the
options selected in the "Selection Criteria" section.
wizard.type

Multiple Selection field This option determines which field in the list becomes available for
the user to select multiple records from.
mult.field.name

Sub Format to Display Enter the name of the format for user input to display within the
wizard format.
sub.format

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Field Description

Main Format The wizard creation tool offers several format choices that effect
the size of the wizard and the placement of buttons. HP Service
(Defaults to Medium)
Manager offers the following wizard format options. If no format is
form.Name selected, the default is "Medium."

Small (wizard.small) - This wizard offers the least amount of

space for text and options, but also requires the least amount of
screen space. This wizard is ideal for clients running in low
resolution environments. It allows only a small space for the
subformat, so the subformats need to be kept small. Buttons
available are Previous, Next, Finish, and Cancel, and placement
is horizontally-aligned along the bottom.

Medium (wizard) - This wizard offers sufficient space for most

wizard tasks. Buttons available are Previous, Next, Finish, and
Cancel, and placement is horizontally-aligned along the bottom.

Large (wizard.large) - This wizard offers the most amount of

space for text and options, but also requires the most amount of
screen space. This wizard is ideal for clients running with high
screen resoltuions. It offers the most amount of space for the
subformat to display, allowing for more complex subforms. Buttons
available are Previous, Next, Finish, and Cancel, and placement
is horizontally-aligned along the bottom.

OK Only - Small (wizard.okonly.small) - Uses the small wizard

size and limits the buttons available to navigate through the task.
Buttons available are OK and Cancel, and placement is
horizontally-aligned along the bottom.

OK Only - Medium (wizard.okonly) - Uses the medium wizard

size and limits the buttons available to navigate through the task.
Buttons available are OK and Cancel, and placement is
horizontally-aligned along the bottom.

Buttons on Top (wizard.buttonsOnTop) - Uses the medium

wizard size and places the buttons along the top of the wizard.
Buttons available are Previous, Next, Finish, and Cancel, and
placement is horizontally-aligned along the top.

Buttons on Side (wizard.buttonsOnSide) - Uses the medium

wizard size and places the buttons along the right edge of the
wizard. Buttons available are Previous, Next, and Finish, and
placement is vertically-aligned along the right side.

Display Screen (Defaults Enter a display screen, if you want to customize the button and
to wizard.display) menu options available within the wizard. The default display
screen is wizard.display.
display.screen

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Field Description

Activate "Finish" option? Use this option for the final wizard in the series. Selecting this
checkbox makes a Finish button appear on the wizard panel.
allow.finish

Note: It is possible to have the Finish button available prior to

the last wizard in the workflow, if the wizard panels displayed
after this wizard only provide optional information. The Finish
button cannot be activated before all required information can
be collected from the user.

Turn off Next and Selecting this checkbox makes the Next and Previous buttons
Previous buttons? unavailable in the wizard, so the user cannot click "Next" or
"Previous" to move forward or backward in the wizard.
disable.next.previous

Note: This selection should only be made on the very last

wizard panel in the workflow. Also, the Finsih button needs to
be activated if the Next and Previous buttons are disabled.

Turn off Next button only? Selecting this checkbox makes the Next button unavailable in the
wizard, so the user cannot click "Next" to move forward in the
disable.next
wizard.

Turn off Previous button Selecting this checkbox makes the Previous button unavailable in
only? the wizard, so the user cannot click "Previous" to move backward
in the wizard.
disable.previous

Note: This option should be used if the first displayed panel of

the wizard is not the Start Node. Selecting Previous in such a
case would exit the wizard without going through proper cancel
processing.

Use Conditional Previous When you select this option, the Previous Wizard tab appears on
Exits? the form. In the Previous Wizard tab, you define the different
possible exits when the Previous button is clicked.
previous.cond

Never prompt on cancel? Determines whether the user is prompted when canceling out of the
wizard. The Return prompt can send the user back to the panel.

Actions tab field definitions

Use this tab to set wizard actions, including defining which Process or Format Control will be executed
and on which file variable or record they will be performed.

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Field Description

Initial Process This option lets you specify a process definition to be executed prior to the
actions to be performed. For information on process definitions, see the
initial.process
Document Engine documentation.

Perform Actions On You must select one of the three options to specify which record(s) will be
affected by the action you are going to perform. The file is either the current
section
file, the whole list selected, or an action to be performed on every single
record selected. Actions are defined in the wizard, and define what will
happen when a user clicks Next on a wizard.

Note: Depending on what you selected in the File Selection tab, you
can choose whether the actions performed when a user clicks Next
will be performed on the current file or a record selection. Record
selection ($L.selection) must only be chosen if the $L.selection file
variable was filled when you chose Select Records on the File
Selection tab, and if you chose either "select one" or "select multiple
records" from the list on the Usage tab.

Current File ($L.file) The actions will be performed on the single record represented by the
$L.file file variable. The current file may have been passed in, created, or
perform.action.on
selected with a query returning only a single record.

Note: The actions defined in the Actions to Perform section apply to

the current file selected in the File Selection tab and/or Usage tab.

Selection The actions defined in the Actions to Perform section apply to the group of
($L.selection) records selected in the File Selection tab.

perform.action.on

Each record in The actions defined in the Actions to Perform block apply to each record
selection ($L.selection) selected.

perform.action.on

Actions to Use the three subtabs in this section to indicate the actions to perform on
Perform the selected file.

section

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Field Description

Expressions subtab Enter any expressions that should be run as part of the wizard after the
initial process, before the JavaScript and Format Control (or process).
expressions
These expressions use Service Manager system language syntax, such
as:
name in $L.file="Test"

These expressions are evaluated before the Reset Current File to

Selection action is performed. Therefore, actions performed here should
use $L.selection rather than $L.file if they are intended to manipulate the
user selected record.

Note: These expressions can use the record(s) selected, such as

storing information in a field.

JavaScript subtab The JavaScript expressions will run as part of the wizard and are executed
after the initial process and expressions, but before the Format Control or
javascript.actions
process entered on the next subtab. These JavaScript language
expressions can be used to manipulate the current file variable or initialize
variables.

Format
Control/Process
Name subtab

Format Control The Format Control record to use. You can enter a Format Control record to
execute queries, calculations, validations, or subroutines after running
format.control
through the expressions and JavaScript, and before calling the process.

of type The Format Control type to use for this wizard to evaluate the applicable
conditions, so that Format Control can be executed on the action (Add,
format.control.type
Update, or Delete) that is evaluated in the Format Control record.

on bad validation When data validation in Format Control fails, choose to return the user to
the current wizard panel to enter the correct information, or choose to let
bad.validation.action
the wizard continue to the next panel, ignoring the failed validation.

*Return sends the user back to the panel. Should only be used if the user
has the opportunity to fix the failed validation. If the wizard does not
request information from the user by displaying a subformat to enter
information, selecting Return will end up in an infinite loop.

*Continue lets the user continue.

Process Name Enter the name of a process to execute on this wizard panel. For more
information, refer to the Document Engine documentation.
process.name

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Field Description

Reset Current File to If selected (set to true), replaces the current file variable ($L.file) with the
Selections? value selected by the user ($L.selection).

reset.to.selections
Note: This field depends on the selections in the Usage tab. If "Select
one record fromlist" or "Select multiple records from list" are chosen,
those options generate $L.selection.

Restart Panel if Under some circumstances it may be necessary to run the wizard panel
again. For example, an expected field may not have been filled in correctly,
restart.condition
or an error code may have been returned from Format Control or the
process. Enter a condition that evaluates to true or false to determine if this
panel needs to be rerun.

Display Record(s) Determines whether to display the record to the user when the wizard
when complete? completes. If the condition is true, HP Service Manager displays the record
to the user when complete. If the condition is false, no record is displayed.
display.when.complete

Mode This field determines how a record will be displayed to the user.

display.mode *Browse: (This is the default.) Browse mode does not have any buttons to
store a modified record.

*Add: The Add button becomes avai lable.

*Update: The Save button becomes available.

Return Current File to This option returns the current record to the application that called the
calling application? wizard for further processing.

reset.current.file

Messaging tab field definitions

Use this tab to set any messages to be displayed to the end user when specified conditions occur.

Field Description

Message Message to be displayed when a certain condition occurs. This field will also take a
message number from the scmessage database. For example: scmsg(106,"fc").
message

Condition Enter a condition for the message that evaluates to true or false to determine if the
message should be issued. For example:
message.cond
not nullsub($L.finish,false)

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Field Description

Type Select the format of the message to display to users (pop-up or on- screen). The
default is on-screen.
message.type

Level Select the level of severity of the message:

message.level *Info: Informational only (default)

*Action needed

*Error message: The error message issued to the user when a serious error is
encountered.

Variables tab field definitions

Use this tab to document the variables used in the wizard workflow.

Field Description

Wizard variables Use this tab to define variables for use within the wizard. Variables can be
passed to applications or formats being created by the wizard, but must be
wizard.variables
assigned. For example, a variable such as $L.return.action must be defined
here, if it will be used within the wizard. The data type and value of a variable can
be different at different times, and can have a primitive or compound data type as
its value. Service Manager contains three types of variables: 1) local, 2) global,
and 3) thread. Local variables begin with $L and persist only within the currently
executing RAD application. The server automatically cleans up local variables
when it exits a RAD application.

Next Wizard tab field definitions

Use this tab to specify the next wizard panel (if any) to be called.

Field Description

Wizard Name Name of the next wizard to execute within the workflow (series of wizard
panels).
next.wizard

Condition Enter a condition that evaluates to true or false. The next wizard in the workflow
is determined by the first condition that evaluates to true, regardless of the
next.wizard.cond
conditions that follow (even if they evaluate to true as well). If all conditions
evaluate to false, the wizard workflow will exit and finish.

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Using the Wizard Tool

Previous Wizard tab field definitions

This tab is displayed when you check the Use Conditional Previous Exits? checkbox in the Usage
tab.

Field Description

Wizard Name Specify the name of the wizard to which the user should exit.

prev.wizard

Condition Set the condition for when the user should be taken to this previous wizard. The
condition must evaluate to true or false.
prev.wizard.cond

Comments tab field definitions

Use this tab to enter internal development comments about the wizard. These comments have no
effect on the wizard workflow itself.

Field Description

Comments Enter any developer comments concerning the wizard here. As a best practice, use the
Comments tab to describe details, such as the purpose of the wizard panel, the
comments
settings selected to implement that purpose, variables used, wizard workflow, and exit
conditions.

Cancel Expressions tab field definitions

Enter system language expressions or JavaScript code that will execute if the end user clicks the
Cancel button. This cleans up variables that were used in the wizard to ensure correct behavior the
next time the wizard is executed.

Field Description

Expressions Enter any expressions that will execute when a user cancels the wizard
Executed on process. This provides the wizard creator an opportunity to reset values or
Cancel subtab clean up variables initialized in the wizard.

cancel.expressions

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Field Description

JavaScript Enter any JavaScript code that should be used to reset values and clean up
Executed on variables that were initialized in the wizard.
Cancel subtab

javascript.cancel

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 Calling Wizards
The RAD application in charge of executing wizards is called wizard.run. You can call this application
from:

l Menus

l Display Options

l Format Control

l Process Records

The sections following this one explain the steps required in calling wizards from these areas.

Wizards themselves can call:

l Format Control records

l Processes

l Other wizards.

Wizards do not allow direct calls to RAD applications.

Warning: It is possible to send a wizard into an infinite loop. For example, this would happen if you
called wizard.run from a process to execute a wizard that in turn calls the originating process.

Call a wizard from menus

To set up a wizard to be called from menus:

1. Click Tailoring > Tailoring Tools > Menus.

2. Select a menu record.

3. Add an option number; a group, if necessary; and a description with the name that you want to
display on the menu.

4. Enter wizard.run for the application.

5. In the Parameter Name field, specify the name of the parameters to pass to the application. The
name of the parameters to pass to the application should be enclosed with quotes "" and curly

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Calling Wizards

brackets {}. The available parameters for the wizard.run application are: file, name, text, and
prompt.

6. In the Parameter Value field, specify the value of the parameter being passed, enclosed with
quotes "" and curly brackets {}. For example, {"createUser Pre"}.

Example:

In this example, a wizard is set up to be called from the SYSTEM ADMINISTRATION menu through
the option Quick Add Utility. Once the wizard is set up, the user clicks the following:
System Administration > Ongoing Maintenance > User Quick Add Utility.

When the user clicks User Quick Add Utility on the menu, a wizard opens with a predefined set of
steps that assist the user in populating information and completing the task of adding an operator.

To see how this wizard has been set up to be called from menus:

1. Click Tailoring > Tailoring Tools > Menus.

2. Open the SYSTEM ADMINISTRATION menu record.

3. The Description field displays User Quick Add Utility.

4. The Application field specifies wizard.run, the RAD application called from the menu.

5. The Parameter Name field specifies the name of a single parameter to pass to the menu item. In
this example, {"name"} represents the name of the wizard. The name is enclosed with quotes ""
and curly brackets {}.

6. The Parameter Value field specifies the value of the parameter being passed. In this example,
{"createUser Pre"}. The name is enclosed with quotes "" and curly brackets {}.

Call a wizard from display options

To set up a wizard to be called from display options:

1. Click Tailoring > Tailoring Tools > Display Options.

2. Select the display option that you want to use to call a wizard.

3. Select the Rad tab.

4. In the RAD Application field, enter the RAD Application wizard.run.

5. The Names field specifies the parameters to pass to the RAD application. The available
parameters are: file, name, text, and prompt. The name parameter is required.

6. The Values field specifies the values of the parameters being passed to the RAD application.

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Calling Wizards

7. Click Save.

8. Click OK.

Example: Set up a wizard to be called from display options

In this example, a wizard is set up to be called from the display application wizard.display.kmsearch,
so that when an operator selects the "Search Again" option, the wizard "KM choose shared content" is
called.

To set up a wizard to be called from display options:

1. Click Tailoring > Tailoring Tools > Display Options.

2. Select the wizard.display.kmsearch, Text Option definition 7500.

3. Select the Rad tab.

4. In the RAD Application field, enter the RAD Application wizard.run.

5. The Names field specifies the parameters to pass to the RAD application. The available
parameters are: file, name, text, and prompt. The name parameter is required.

6. In this example, the following values are specified for each parameter named.

Name of parameter Value of the parameter

file $L.file

name KM choose shared content

7. Click Save.

8. Click OK.

Call a wizard from Format Control

To call a wizard from Format Control:

1. Click Tailoring > Format Control.

2. Select the Format Control where you want to call a wizard.

3. Click Subroutines.
The Format Control Maintenance - Subroutines form opens.

4. In the Application field, enter the application wizard.run.

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5. In the Names field, enter the name of the parameter(s) to pass data to the subroutine application
(name, file, text, and prompt).

6. In the Values field, enter the parameters to pass to the subroutine application. The type of
parameters in this field must match the type of parameters in the Names field.

7. Specify the condition for each parameter. When a condition is set to "true" and a user clicks Save,
Format Control runs every section or expression where the Update field is set to true before it
updates the record.

Call a wizard from process records

To set up a wizard to be called from process records:

1. Click Tailoring > Document Engine > Processes.

2. Select a process record.

3. Select the RAD tab.

4. In the RAD Application field, enter the RAD Application wizard.run to associate the wizard with
this record.

5. In the Condition field, enter the condition associated with the RAD Application field. For example,
"true".

6. In the Parameter Names field, enter the parameter names to pass to the RAD application.

7. In the Values field, enter the parameter values to pass to the RAD application.

8. Click Save.

9. Click OK.

Example:

In this example, a wizard is set up to be called from the add.device Process record. The add.device
Process record is opened to evaluate the RAD call.

To set up a wizard to be called from process records:

1. Click Tailoring > Document Engine > Processes.

2. Open the add.device Process record.

3. Select the RAD tab.

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4. In the RAD Application field, enter the RAD Application wizard.run to associate the wizard with
this record.

5. The Condition field contains the name of the parameters to be used (file and name).

6. In the Parameter Names field, enter the parameter names to pass to the RAD application.

7. The Values field specifies the values of the parameters being passed to the RAD application. In
this example, the following values are specified for each parameter named.

Name of parameter Value of the parameter

file $L.file

name "Add Device"

8. Click Save.

9. Click OK.

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 Step-by-Step Example of Building a Custom
Wizard
In this example, you will create a wizard that defines a new SLA record by prompting the user to enter
the necessary data for a new SLA and then saving that data to the database.

Out of box, a Service Manager user creates a new SLA by clicking Service Level Management >
Service Level Agreements > Create New SLA. The user then fills in the required fields and any
relevant optional fields in the Service Level Agreement entry form.

The new wizard will guide users through supplying the necessary SLA record information by presenting
a series of wizard panels. When all the information has been supplied by the user, the wizard process
saves the SLA record to the database.

Adding Service Level Objectives to the SLA

SLAs generally have Service Level Objectives (SLOs) associated with them. Service Manager
includes two out-of-box wizards for adding SLOs: Response SLO and Availability SLO.

After creating an SLA by filling out the Service Level Agreement form, the user can then go to the SLA
record and click the Add SLO buttons in the Response and Availability tabs to launch the out-of-box
Add Response and Add Availability SLO wizards. The Create SLA wizard will call the out-of-box Add
SLO wizards so that the user can go seamlessly from creating a new SLA to adding any SLOs related
to it.

Designing the SLA wizard

It is helpful to design a new wizard by considering the overall process flow that must occur, including
both what the end user needs to do, and any background processes that need to take place.

In this case, we will need to create a series of consecutive wizard steps or panels to display to users to
prompt them to enter the basic information needed for the new SLA record. When the required
information has been gathered, the new SLA record must be saved by a Document Engine process to
the database.

The wizard must then ask users if they want to add any availability or response SLOs. If they do, it will
call the out-of-box SLO wizards, first for availability SLOs, and then for response SLOs.

Finally the wizard should display the record number and title of the newly-created SLA, and then
provide a button for the user to view the record details.

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Step-by-Step Example of Building a Custom Wizard

The overall design of the new Create SLA wizard is shown in the following flowchart.

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Wizards Guide
Step-by-Step Example of Building a Custom Wizard

Planning the SLA wizard panels

In addition to the high-level wizard design, it is helpful to plan the function of each of the wizard
panels.The general purpose of the wizard panels will be to prompt the user to enter the required fields
for an SLA record:

• SLA type (service or customer)

• Customer

• Title and description

• SLA effective dates

In addition, although it is not required, many users will want to copy and paste from the Agreement
documents into the SLA record , so the wizard will also present panels to prompt the user for that
information.

The names of the wizard panels will be consecutive (SLA Create 1, SLA Create 2, and so on) so that it
is clear that these individual wizard panels connect together to form the Create SLA wizard that will be
displayed to the end user.

The flowchart below shows the planned wizard panels and the function that each will perform. Each of
the boxes in the flowchart also corresponds to the steps required to build the SLA wizard, described in
the Building the SLA wizard section.

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Step-by-Step Example of Building a Custom Wizard

SLA Wizard Panel Names and their Associated Functions

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Wizards Guide
Step-by-Step Example of Building a Custom Wizard

Building the SLA wizard

This example describes how to use the Wizard tool to design each panel of the Create SLA wizard.

Most of the panels involve prompting the user to provide information, so they also require us to use the
Forms Designer to design the form controls for the subformat that is displayed within the wizard panel.

Each of the overview steps listed below corresponds to a box on the flowchart in the previous section.
These steps, along with the specific tasks that need to be done using the Wizard Tool and Forms
Designer, are listed below.

"Step 1: Define the start node of the wizard" below

"Step 2: Prompt the user to select SLA type" on page 37

"Step 3: Prompt for customer information" on page 39

"Step 4: Prompt for SLA title and description" on page 44

"Step 5: Prompt for effective dates" on page 48

"Step 6: Ask about agreement documents" on page 51

"Step 7: Prompt to add agreements" on page 55

"Step 8: Save new SLA and prompt for SLOs" on page 59

" Step 9: Call the Availability SLO wizard" on page 66

"Step 10: Prompt for another Availability SLO" on page 68

"Step 11: Call the Response SLO wizard" on page 72

"Step 12: Prompt for another Response SLO" on page 74

"Step 13: Display new SLA number and title" on page 78

"Step 14: Set menu to call the new SLA wizard" on page 82

Step 1: Define the start node of the wizard

This first task creates the first wizard panel the user sees when executing the Create New SLA wizard.
You use the Wizard Tool to define this first wizard panel.

To create a wizard to prompt for SLA type:

1. Click Tailoring > Wizards. The Wizard information form opens.

2. Select the Wizard Info tab.

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Wizards Guide
Step-by-Step Example of Building a Custom Wizard

3. In the Wizard Name field, type SLA Create 1, and then click Add.
Caution: If you use an existing SLA record to create a new SLA wizard panel, click "Add" rather
than save. If you click Save, you will replace the existing record with the new record you are
attempting to add.

4. In the Wizard Info tab, complete the following fields.

Field Value

Start Node? Select this checkbox to set to true, as this

wizard is the first in a series of wizard panels.

Brief Description Type:

This wizard will create an SLA record and

guide the user through creating associated
SLOs.

Window Title Type:

Create New SLA

Title Type:

Create New SLA

5. Select the File Selection tab and the Select $L.file by subtab to complete the following fields:

Field Value

Create a record Select this option to indicate that the wizard will create a record. You
must enter or select the record type in the record "of type" field. This
becomes $L.file.

of type Click Fill to select the type of record to be created, and select sla.
(for Create a record)

6. Select the Usage tab and complete the following fields to determine the action that HP Service
Manager should take when the wizard is run:

Field Value

Request user input Select this field to prompt the user for information.

Sub Format to Display Enter a subformat name of the format to display. Type:

sla.create.type

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Wizards Guide
Step-by-Step Example of Building a Custom Wizard

7. Select the Next Wizard tab and complete the following fields:

Field Value

Wizard Name This is the name of the next wizard in a series of wizards. Type:

SLACreate 2

Condition The condition determines what happens next. In this case, you can
enter the next wizard in sequence and an expression that evaluates to
"true." Alternatively, you can specify different wizards, based on user
actions or selections. Type:

true

8. When you are finished, click Save.

You have created the first wizard panel. However to improve the appearance and behavior of the panel
you will use Forms Designer to create the subformat to display in this wizard panel.

Step 2: Prompt the user to select SLA type

The purpose of this step is to refine the first wizard panel to prompt the user to select the SLA type:
Service or Customer.

Use the Forms Designer to design the subformat that is displayed in the wizard panel:

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Wizards Guide
Step-by-Step Example of Building a Custom Wizard

For this task, you will use Forms Designer to create the form controls that prompt the user to select the
SLA type. These form controls, together with the window title, prompt, buttons, and other choices you
made in the wizard record, will be displayed to the end user as the screen shown above.

To create a new form for the SLA type wizard:

1. Start the Forms Designer.

2. In the Form field, type sla.create.type.

Best Practice: Because the form name must match the subformat display entry exactly, you can
copy the subformat display entry in the Usage tab and paste it into the Form field. This helps avoid
spelling errors.

3. Click New.

4. Click No for Forms wizard.

5. Create the following for this form. When you start to design the new form, make sure the X and Y
coordinates are at 0 (zero).

Property Value

Wrap Label

Caption Type:

Select the SLA type. The available types are Service and Customer.
A Service SLA is related to the Service CI, and a Customer SLA is
related to the specific contract.

Visible Select.

Label

Caption Type:

SLA Type :

Visible Select.

Combo Box The Combo Box should be place to the right of the Regular label box and
contains a list of choices that are associated with the label.

Display List Type two entries (each with an initial capital letter):

n Service

n Customer

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Wizards Guide
Step-by-Step Example of Building a Custom Wizard

Property Value

Input Type:

type

Mandatory Select.

Select Only Select.

Value List Type two entries (all lowercase letters):

n service

n customer

Visible Select.

6. Click OK twice to save the new form and exit.

You have completed creating the form for the first panel of the Create New SLA wizard.

Step 3: Prompt for customer information

The purpose of this step is to create the the panel prompting the user to enter customer, service
contract, and service hours.

Note: You can use the record you just created, SLA Create 1, as a starting point, and revise the
fields to reflect the information below. It is very important to remember to click the Add button after
you start to make changes so that you do not overwrite the SLA Create 1 record.

Perform the following two tasks to design a wizard panel that gathers customer information:

Create a wizard to gather customer information

Create a form to gather customer information

Task 1: Create a wizard to gather customer information

For this task, you will create the next wizard panel the users will see, prompting them to enter
customer, service contract, and service hours.

To create a wizard to gather customer information:

1. Click Tailoring > Wizards. The Wizard information form opens.

2. Select the Wizard Info tab.

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Wizards Guide
Step-by-Step Example of Building a Custom Wizard

3. In the Wizard Name field, type SLA Create 2, and then click Add.
Caution: If you use an existing SLA record to create a new SLA wizard panel, click "Add" rather
than Save. If you click Save, you will replace the existing record with the new record you are
attempting to add.

4. In the Wizard Info tab, complete the following fields.

Field Value

Start Node? Leave this option unchecked.

Brief Description Type:

This wizard panel prompts for the customer name, service

contract, and service hours.

Window Title Type:

Create New SLA - Customer Information

Title Type:

Create New SLA - Customer Information

5. Select the File Selection tab and the Select $L.file by subtab to complete the following field:

Field Value

$L.file passed in Select this option to indicate that the $L.file variable should be passed to
the wizard from a previous wizard.

6. Select the Usage tab and complete the following fields to determine the action that HP Service
Manager should take when the wizard is run:

7. Select the Actions tab and the Format Control/Process Name subtab to define the actions
when a user clicks Next, Cancel, or Previous within the wizard. Complete the following field:

Field Value

Perform Actions On Here you can specify which record(s) will be affected by the action that
is being performed. This can either be the current file, the list selected
(as a whole) or an action to be performed on every single record selected.

Select Current File ($L.file).

8. Select the Next Wizard tab and complete the following fields:

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Wizards Guide
Step-by-Step Example of Building a Custom Wizard

Field Value

Wizard Name This is the name of the next wizard in a series of wizards. Type:

SLACreate 3

Condition The condition determines what happens next. In this case, you entered
the next wizard in sequence and an expression that evaluates to "true."
Alternatively, you can specify different wizards, based on user actions or
selections. Type:

true

9. When you are finished, click Save.

You have created the customer information wizard panel. Next, you will create the new wizard form in
Forms Designer.

Task 2: Create a form to gather customer information

For this task, you will use Forms Designer to create controls that prompt the user to supply basic
customer information. These form controls, together with the window title, prompt, buttons, and other
choices you made in the wizard record, will be displayed to the end user as the screen shown below.

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Wizards Guide
Step-by-Step Example of Building a Custom Wizard

To create a new SLA form to gather customer information:

1. Start the Forms Designer.

2. In the Form field, type sla.create.customer.

Best Practice: Because the form name must match the subformat display entry exactly, you can
copy the subformat display entry in the Usage tab and paste it into the Form field. This will help
you to avoid spelling errors.

3. Click New.

4. Click No for Forms wizard.

5. Create the following for this form. When you start to design the new form, make sure the X and Y
coordinates are at 0 (zero).

Property Value

Label

Caption Type:

Select the customer:

Visible Select.

Comfill

Combo Button Visible Select.

Input customer

Mandatory Select.

Select Only Select.

Third Button Visible Select.

Value List Type:

$lo.colist

Visible Select.

Label

Caption Type:

Select the Service Contract, if available:

Visible Select.

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Property Value

Comfill

Combo Button Visible Select.

Fill Button Visible Select.

Input Type:

service.contract

Select Only Select.

Third Button Visible Select.

Value List Condition Type:

select
("contract.id","servicecontract","provider",
[customer])

Visible Select.

Label

Caption Type:

Select the Service Hours, if available:

Visible Select.

Comfill

Combo Button Visible Select.

Fill Button Visible Select.

Input Type:

service.hours

Select Only Select.

Third Button Visible Select.

Value List Type:

$G.calendars

Visible Select.

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Property Value

Display List Condition select("name","servicecontract","provider",

[customer])

6. Click OK twice to save the new form and exit.

You have completed creating one of the forms needed for the SLA wizard.

Step 4: Prompt for SLA title and description

The purpose of this step is to create the next wizard step, prompting the user to enter a title and
description for the SLA.

Perform the following two tasks to design a wizard panel for the user to enter an SLA title and
description:

Create a wizard for SLA description

Create a form for SLA description

Task 1: Create a wizard for SLA description

For this task, you will create a wizard panel that prompts the user to enter a title and description for the
new SLA.

To create a wizard panel for the SLA title and description:

1. Click Tailoring > Wizards. The Wizard information form opens.

2. Select the Wizard Info tab.

3. In the Wizard Name field, type SLA Create 3, and then click Add.
Caution: If you use an existing SLA record to create a new SLA wizard panel, click "Add" rather
than save. If you click Save, you will replace the existing record with the new record you are
attempting to add.

4. In the Wizard Info tab, complete the following fields.

Field Value

Start Node? Leave this option unchecked.

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Field Value

Brief Description Type:

This wizard panel will prompt the user to enter a title and
description for the SLA.

Window Title Type:

Create New SLA - Description

Title Type:

Create New SLA - Description

5. Select the File Selection tab and the Select $L.file by subtab to complete the following field:

Field Value

$L.file passed in Select this option to indicate that the $L.file variable should be passed to
the wizard from a previous wizard.

6. Select the Usage tab and complete the following fields to determine the action that HP Service
Manager should take when the wizard is run:

Field Value

Request user input Select this field to prompt the user for information.

Sub Format to Enter a subformat name of the format to display. Type:

Display
sla.create.description

7. Select the Actions tab to define the actions when a user clicks Next, Cancel, or Previous within
the wizard. Complete the following field:

Field Value

Perform Actions On Here you can specify which record(s) will be affected by the action that
is going to be performed. This can either be the current file, the list
selected (as a whole), or an action to be performed on every single
record selected.

Select Current File ($L.file).

8. Select the Next Wizard tab and complete the following fields:

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Field Value

Wizard Name This is the name of the next wizard in a series of wizards. Type:

SLACreate 4

Condition The condition determines what happens next. In this case, you entered
the next wizard in sequence and an expression that evaluates to "true."
Alternatively, you can specify different wizards, based on user actions
or selections. Type:

true

9. When you are finished, click Save.

You have created the new wizard panel. Next, you will create the new wizard form in Forms Designer.

Task 2: Create a form for SLA description

For this task, you will use Forms Designer to create controls that prompt the user to enter a title and
description. These form controls, together with the window title, prompt, buttons, and other choices you
made in the wizard record, will be displayed to the end user as the screen shown below.

To create a new form to display the SLA description wizard:

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1. Start the Forms Designer.

2. In the Form field, type sla.create.description.

Best Practice: Because the form name must match the subformat display entry exactly, you can
copy the subformat display entry in the Usage tab and paste it into the Form field. This will help
you to avoid spelling errors.

3. Click New.

4. Click No for Forms wizard.

5. Create the following for this form. When you start to design the new form, make sure the X and Y
coordinates are at 0 (zero).

Property Value

Label

Caption Type:

Enter a title.

Visible Select.

Text

Input Type:

title

Visible Select.

Label

Caption Type:

Enter a detailed description.

Visible Select.

Text Area

Input Type:

description

Visible Select.

6. Click OK twice to save the new form and exit.

You have created one of the forms needed for the SLA wizard.

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Step 5: Prompt for effective dates

The purpose of this step is to create the next wizard step, prompting the user to enter the starting and
ending dates the SLA.

Perform the following two tasks to design a wizard panel for the user to indicate the effective dates of
the SLA:

Create a wizard for SLA effective dates

Create a form for SLA effective dates

Task 1: Create a wizard for SLA effective dates

For this task, you will create a wizard that prompts the user to enter valid start and end dates.

To create a wizard for valid start and end dates:

1. Click Tailoring > Wizards. The Wizard information form opens.

2. Select the Wizard Info tab.

3. In the Wizard Name field, type SLA Create 4, and then click Add.
Caution: If you use an existing SLA record to create a new SLA wizard panel, click "Add" rather
than save. If you click Save, you will replace the existing record with the new record you are
attempting to add.

4. In the Wizard Info tab, complete the following fields.

Field Value

Start Node? Leave this option unchecked.

Brief Description Type:

This wizard panel will prompt the user to enter the beginning and
ending dates of the SLA.

Window Title Type:

Create New SLA - Effective Dates

Title Type:

Create New SLA - Effective Dates

5. Select the File Selection tab and the Select $L.file by subtab to complete the following fields:

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Field Value

$L.file passed in Select this option to indicate that the $L.file variable should be passed to
the wizard from a previous wizard.

6. Select the Usage tab and complete the following fields to determine the action that HP Service
Manager should take when the wizard is run:

Field Value

Request user input Select this field to prompt the user for information.

Sub Format to Enter a subformat name of the format to display. Type:

Display
sla.create.validfromto

7. Select the Actions tab and the Format Control/Process Name subtab to define the actions
when a user clicks Next, Cancel, or Previous within the wizard. Complete the following field:

Field Value

Perform Actions On Here you can specify which record(s) will be affected by the action that
is going to be performed. This can either be the current file, the list
selected (as a whole), or an action to be performed on every single
record selected.

Select Current File ($L.file).

8. Select the Next Wizard tab and complete the following fields:

Field Value

Wizard Name This is the name of the next wizard in a series of wizards. Type:

SLACreate 5

Condition The condition determines what happens next. In this case, you entered
the next wizard in sequence and an expression that evaluates to "true."
Alternatively, you can specify different wizards, based on user actions
or selections. Type:

true

9. When you are finished, click Save.

You have created the valid From and To dates wizard panel. Next, you will create the new wizard form
in Forms Designer.

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Task 2: Create a form for SLA effective dates

For this task, you will use Forms Designer to create the form controls that prompt the user to indicate
the effective dates of the SLA. These form controls, together with the window title, prompt, buttons,
and other choices you made in the wizard record, will be displayed to the end user as the screen shown
below.

To create a new form for the SLA effective dates wizard:

1. Start the Forms Designer.

2. In the Form field, type sla.create.validfromto.

Best Practice: Because the form name must match the subformat display entry exactly, you can
copy the subformat display entry in the Usage tab and paste it into the Form field. This will help
you to avoid spelling errors.

3. Click New.

4. Click No for Forms wizard.

5. Create the following for this form. When you start to design the new form, make sure the X and Y
coordinates are at 0 (zero).

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Property Value

Label

Caption Type:

SLA will be in effect from:

Visible Select.

Comfill

Fill Button Visible Select.

Input start

Mandatory Select.

Visible Select.

Label

Caption Type:

SLA will expire on:

Visible Select.

Comfill

Fill Button Visible Select.

Input Type:

expiration

Mandatory Select.

Visible Select.

6. Click OK twice to save the new form and exit.

You have finished creating one of the forms needed for the SLA wizard.

Step 6: Ask about agreement documents

The purpose of this step is to create a wizard panel that asks the user whether they want to copy text
from an agreement document.

Perform the following two tasks to design a wizard panel asks users about agreements and other
documents related to the SLA:

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Create a wizard to ask about agreements

Create a form to ask about agreements

Task 1: Create a wizard to ask about agreements

The purpose of this task is to create a wizard panel that asks users if they want to copy text from
agreement documents to this SLA.

To create the panel:

1. Click Tailoring > Wizards. The Wizard information form opens.

2. Select the Wizard Info tab.

3. In the Wizard Name field, type SLA Create 5, and then click Add.
Caution: If you use an existing SLA record to create a new SLA wizard panel, click "Add" rather
than save. If you click Save, you will replace the existing record with the new record you are
attempting to add.

4. In the Wizard Info tab, complete the following fields.

Field Value

Start Node? Leave this option unchecked.

Brief Description Type:

This wizard will ask the user whether they want to copy text from
Agreement documents or attach other documents to the SLA.

Window Title Type:

Create New SLA - Copy Agreements?

Title Type:

Create New SLA - Copy Agreements?

5. Select the File Selection tab to complete the following fields:

Field/Subtab Value

Initial Expressions Type:

subtab
$L.agreement.docs=false

Select $L.file by Select the $L.file passed in option to indicate that the $L.file variable
subtab should be passed to the wizard from a previous wizard.

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6. Select the Usage tab and complete the following fields to determine the action that HP Service
Manager should take when the wizard is run:

Field Value

Request user input Select this field to prompt the user for information.

Sub Format to Enter a subformat name of the format to display. Type:

Display
sla.create.ask.agreements

7. Select the Actions tab to define the actions when a user clicks Next, Cancel, or Previous within
the wizard. Complete the following field:

Field Value

Perform Actions On Here you can specify which record(s) will be affected by the action that
you are going to perform. This can either be the current file, the list
selected (as a whole), or an action to be performed on every single record
selected.

Select Current File ($L.file).

8. Select the Next Wizard tab and complete the following fields:

Field Value

Wizard Name This is the name of the next wizard in a series of wizards. Type:

SLA Create 6a

Condition The condition determines what happens next. In this case, you entered
the next wizard in sequence and an expression that evaluates to "true."
Alternatively, you can specify different wizazrds, based on user actions
or selections. Type:

$L.agreement.docs=true

Wizard Name  This is the name of the next wizard in a series of wizards. Type:

SLA Create 7

Condition  Type:

true

9. When you are finished, click Save.

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This completes the wizard panel that asks users about attachments. The next step creates the
corresponding new wizard form in Forms Designer.

Task 2: Create a form to ask about agreement

For this task, you will use Forms Designer to create the form controls that ask users to whether they
want top copy text from agreements to the SLA. These form controls, together with the window title,
prompt, buttons, and other choices you made in the wizard record, will be displayed to the end user as
the screen shown below.

To create a new form for the SLA wizard that asks about agreements:

1. Start the Forms Designer.

2. In the Form field, type sla.create.ask.agreements.

Best Practice: Because the form name must match the subformat display entry exactly, you can
copy the subformat display entry in the Usage tab and paste it into the Form field. This will help
you to avoid spelling errors.

3. Click New.

4. Click No for Forms wizard.

5. Create the following for this form. When you start to design the new form, make sure the X and Y
coordinates are at 0 (zero).

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Property Value

Group

Caption Type:

Do you want to copy text from Agreement documents into this

SLA?

Visible Select.

Radio Button

Caption Type:

Yes

Input Type:

$L.agreement.docs

Value Type:

true

Visible Select.

Radio Button

Caption Type:

No

Input Type:$L.agreement.docs

Value Type:

false

Visible Select.

6. Click OK twice to save the new form and exit.

You have finished creating one of the forms needed for the SLA wizard.

Step 7: Prompt to add agreements

The purpose of this step is to create the wizard panel that prompts the user to add agreements related
to the SLA if they answered Yes on the previous panel. The user does this by copying and pasting text
into the entry field.

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Perform the following two tasks to design a wizard panel to prompt the user to add agreements:

Create a wizard to add agreements

Create a form to add agreements

Task 1: Create a wizard to add agreements

For this task, you will create a wizard panel that prompts users to copy and paste text from agreements
related to the SLA, if they answered Yes in the previous panel.

To create a wizard panel that prompts users to attach agreement documents:

1. Click Tailoring > Wizards. The Wizard information form opens.

2. Select the Wizard Info tab.

3. In the Wizard Name field, type SLA Create 6a, and then click Add.
Caution: If you use an existing SLA record to create a new SLA wizard panel, click "Add" rather
than Save. If you click Save, you will replace the existing record with the new record you are
attempting to add.

4. In the Wizard Info tab, complete the following fields.

Field Value

Start Node? Leave this option unchecked.

Brief Description Type:

This wizard will prompt the user to copy and paste text from
Agreement documents.

Window Title Type:

Create New SLA - Agreement Documents

Title Type:

Create New SLA - Agreement Documents

5. Select the File Selection tab and the Select $L.file by subtab to complete the following field:

Field Value

$L.file passed in Select this option to indicate that the $L.file variable should be passed to
the wizard from a previous wizard.

6. Select the Usage tab and complete the following fields to determine the action that HP Service
Manager should take when the wizard is run:

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Field Value

Request user input Select this field to prompt the user for information.

Sub Format to Enter a subformat name of the format to display. Type:

Display
sla.create.add.agreements

7. Select the Actions tab to define the actions when a user clicks Next, Cancel, or Previous within
the wizard. Complete the following field:

Field Value

Perform Actions On Here you can specify which record(s) will be affected by the action that
you are going to perform. This can either be the current file, the list
selected (as a whole), or an action to be performed on every single
record selected.

Select Current File ($L.file).

8. Select the Next Wizard tab and complete the following fields:

Field Value

Wizard Name This is the name of the next wizard in a series of wizards. Type:

SLA Create 7

Condition The condition determines what happens next. In this case, you entered
the next wizard in sequence and an expression that evaluates to "true."
Alternatively, you can specify different wizards, based on user actions
or selections. Type:

true

9. When you are finished, click Save.

You have created the wizard panel that prompts users to attach agreement documents. Next, you will
create the new wizard form in Forms Designer.

Task 2: Create a form to add agreements

For this task, you will use Forms Designer to create the form controls that prompt the user to copy and
paste text from agreement documents related to the SLA. These form controls, together with the
window title, prompt, buttons, and other choices you made in the wizard record, will be displayed to the
end user as the screen shown below.

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To create a new form to display the wizard that prompts users to add agreement document text:

1. Start the Forms Designer.

2. In the Form field, type sla.create.add.agreements.

Best Practice: Because the form name must match the subformat display entry exactly, you can
copy the subformat display entry in the Usage tab and paste it into the Form field. This will help
you to avoid spelling errors.

3. Click New.

4. Click No for Forms wizard.

5. Create the following for this form. When you start to design the new form, make sure the X and Y
coordinates are at 0 (zero).

Property Value

Label

Caption Type:

Copy and paste text from Agreement documents related to this SLA:

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Property Value

Visible Select.

Text
Area

Input Type:

agreements

Visible Select.

6. Click OK twice to save the new form and exit.

You have finished creating one of the forms needed for the SLA wizard.

Step 8: Save new SLA and prompt for SLOs

At this point, all of the information needed for the new SLA has been collected. The next task is create a
process in Document Engine to save the new SLA to the database.

Additionally this task asks the user if they want to add SLOs to the SLA.

Perform the following three tasks to complete this step:

Create a process to save the new SLA

Create a wizard to check SLO requirements

Create a form to check SLO requirements

Task 1: Create a process to save the new SLA

For this task, you will create a process to save the new SLA record that you just created.

To create a process to save the new SLA record:

1. Click Tailoring > Document Engine > Processes. The Process Definition form opens.

2. In the Process Name field, type sla.save.from.wizard.

3. In the RAD tab, type the following expressions in the first two rows of the Expressions evaluated
before RAD call section:

$L.action="add"

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4. In the RAD Application section of the RAD tab, type se.view.engine as the RAD application to
be called, and true as the condition to execute it. Then enter the following parameter names and
values:

Parameter Name Parameter Value

file Type:

$L.file

description $L.action

5. In the Post RAD Expressions section of the RAD tab, type: $L.new.sla=agreement.id in

$L.file.

6. Click Add.

7. When you are finished, click OK.

You have created the process to save the new SLA record to the database.

Task 2: Create a wizard to check SLO requirements

For this task, you will create a wizard to call the save process, and then create a subformat that asks
users whether they want to add SLOs and check the SLO requirements.

To create a wizard to call the save process and check SLO requirements:

1. Click Tailoring > Wizards. The Wizard information form opens.

2. Select the Wizard Info tab.

3. In the Wizard Name field, type SLA Create 7, and then click Add.
Caution: If you use an existing SLA record to create a new SLA wizard panel, click "Add" rather
than save. If you click Save, you will replace the existing record with the new record you are
attempting to add.

4. In the Wizard Info tab, complete the following fields.

Field Value

Start Node? Leave this option unchecked.

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Field Value

Brief Description Type:

This wizard panel will ask the user if they want to create
Availability or Response SLOs.

Window Title Type:

Create New SLA - Check SLO Requirements

Title Type:

Create New SLA - Check SLO Requirements

5. Select the File Selection tab to complete the following fields:

Field/Subtab Value

Initial Expressions Type:

subtab
$L.create.response.slo=false

$L.create.avail.slo=false

Select $L.file by Select the $L.file passed in option to indicate that

subtab the $L.file variable should be passed to the wizard
from a previous wizard.

6. Select the Usage tab and complete the following fields to determine the action that HP Service
Manager should take when the wizard is run:

Field Value

Request user input Select this field to prompt the user for information.

Sub Format to Enter a subformat name of the format to display. Type:

Display
sla.create.ask.slos

7. Select the Actions tab to define the actions when a user clicks Next, Cancel, or Previous within
the wizard. Complete the following field:

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Field Value

Perform Actions Here you can specify which record(s) will be affected by the action that you
On are going to perform. This can either be the current file, the list selected (as
a whole), or an action to be performed on every single record selected.

Select Current File ($L.file).

Format Define the actions when a user clicks Next, Cancel, or Previous within the
Control/Process wizard. Complete the following field:
Name subtab

Process Name To specify that this wizard can run a process after completing, type:

sla.save.from.wizard

Wizard Variables $L.create.response.slo

$L.crate.avail.slo

$L.new.sla

8. Select the Next Wizard tab and complete the following fields:

Field Value

Wizard Name This is the name of the next wizard in a series of wizards. Type:

SLA Create Response 1

Condition The condition determines what happens next. In this case, you entered
the next wizard in sequence and an expression that evaluates to "true."
Alternatively, you can specify different wizazrds, based on user actions
or selections. Type:

$L.create.response.slo=true

Wizard Name This is the name of the next wizard in a series of wizards. Type:

SLA Create Availability 1

Condition  Type:

$L.create.avail.slo=true

Wizard Name Type:

SLA Create 8

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Field Value

Condition Type:

true

9. When you are finished, click Save.

You have created the wizard panel that calls the save process and checks SLO requirements. Next,
you will create the new wizard form in Forms Designer.

Task 3: Create a form to check SLO requirements

For this task, you will use Forms Designer to create form controls that ask users if they want to create
Service Level Objectives related to the SLA. These form controls, together with the window title,
prompt, buttons, and other choices you made in the wizard record, will be displayed to the end user as
the wizard screen shown below.

To create a new form for the wizard that calls the save process and checks SLO requirements:

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1. Start the Forms Designer.

2. In the Form field, type sla.create.ask.slos.

Best Practice: Because the form name must match the subformat display entry exactly, you can
copy the subformat display entry in the Usage tab and paste it into the Form field. This helps avoid
spelling errors.

3. Click New.

4. Click No for Forms wizard.

5. Create the following for this form. When you start to design the new form, make sure the X and Y
coordinates are at 0 (zero).

Property Value

Group

Caption Type:

Do you want to create Service Level Objectives based on Help

Desk response times?

Visible Select.

Radio Button

Caption Type:

Yes

Input Type:

$L.create.response.slo

Value Type:

true

Visible Select.

Radio Button

Caption Type:

No

Input Type:

$L.create.response.slo

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Property Value

Value Type:

false

Visible Select.

Group

Caption Type:

Do you want to create Service Level Objectives based on

service availability?

Visible Select.

Radio Button

Caption Type:

Yes

Input Type:

$L.create.avail.slo

Value Type:

true

Visible Select.

Radio Button

Caption Type:

No

Input Type:

$L.create.avail.slo

Value Type:

false

Visible Select.

6. Click OK twice to save the new form and exit.

You have finished creating one of the forms needed for the SLA wizard.

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Step 9: Call the Availability SLO wizard

The next step is to create a wizard panel to call the existing out-of-box Availability Wizard for those
users who answered that they did want an availability SLO.

Because this wizard panel only performs the background task of calling another wizard, there is no
screen to show the end user. Thus there is no task requiring the use of Forms Designer in this step.

Create a wizard to call an availability SLO

Task: Create a wizard to call an Availability SLO

For this task, you will create a wizard that will call the existing out-of-box Availability SLO wizard.

To create a wizard that calls the existing out-of-box Availability SLO wizard:

1. Click Tailoring > Wizards. The Wizard information form opens.

2. Select the Wizard Info tab.

3. In the Wizard Name field, type SLA Create Availability 1, and then click Add.
Caution: If you use an existing SLA record to create a new SLA wizard panel, click Add rather
than Save. If you click Save, you will replace the existing record with the new record you are
attempting to add.

4. In the Wizard Info tab, complete the following fields.

Field Value

Start Node? Leave this option unchecked.

Brief Description Type:

This wizard calls the existing wizard to create an Availability

SLO.

Window Title Type:

Create Availability SLO

Title Type:

Create Availability SLO

5. Select the File Selection tab and the Select $L.file by subtab to complete the following field:

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Field Value

$L.file passed in checked

6. Select the Usage tab and complete the following fields to determine the action that HP Service
Manager should take when the wizard is run:

Field Value

Skip Display Select this option as this panel does not include a form that needs to be
displayed to the user.

7. Select the Actions tab to define the actions when a user clicks Next, Cancel, or Previous within
the wizard. Complete the following field:

Field Value

Perform Actions On Here you can specify which record(s) will be affected by the action that
you are going to perform. This can either be the current file, the list
selected (as a whole), or an action to be performed on every single
record selected.

Select Current File ($L.file).

Format Define the actions when a user clicks Next, Cancel, or Previous within
Control/Process the wizard. Complete the following field:
Name subtab

Process Name To specify that this wizard can run a process after completing, type:

slo.add.avail.sla

8. Select the Next Wizard tab and complete the following fields:

Field Value

Wizard This is the name of the next wizard in a series of wizards. Type:
Name
SLA Create Availability 2

Condition The condition determines what happens next. In this case, you entered the next
wizard in sequence and an expression that evaluates to "true." Alternatively, you
can specify different wizazrds, based on user actions or selections. Type:

true

9. When you are finished, click Save.

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You have created a wizard panel that calls the existing out-of-box Availability SLO. A new form is not
needed for this wizard.

Step 10: Prompt for another Availability SLO

The next step is to ask the user if they want to add another availability SLO. If they do, this panel must
call the out-of-box Availability SLO wizard again. If they do not, the wizard must call the out-of-box
Response SLO if the user indicated they wanted to add a Response SLO, or else go to the final wizard
screen.

Perform the following two tasks to design a wizard panel to prompt for another Availability SLO:

Create a wizard for more availability SLOs

Create a form for more availability SLOs

Task 1: Create a wizard for more Availability SLOs

For this task, you will create a wizard so users can create more Availability SLOs.

To create a wizard so users can create more Availability SLOs:

1. Click Tailoring > Wizards. The Wizard information form opens.

2. Select the Wizard Info tab.

3. In the Wizard Name field, type SLA Create Availability 2, and then click Add.
Caution: If you use an existing SLA record to create a new SLA wizard panel, click "Add" rather
than save. If you click Save, you will replace the existing record with the new record you are
attempting to add.

4. In the Wizard Info tab, complete the following fields.

Field Value

Start Node? Leave this option unchecked.

Brief Type:
Description
This wizard panel asks the user if they want to create another
Availability SLO.

Window Title Type:

Create another Availability SLO

Title Type:

Create another Availability SLO

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5. Select the File Selection tab and the Select $L.file by subtab to complete the following field:

Field Value

Initial Expressions: $L.create.avail.slo=false

No $L.file (use Select this option to initialize a typecheck file, which acts as a
typecheck) holding file.

6. Select the Usage tab and complete the following fields to determine the action that HP Service
Manager should take when the wizard is run:

Field Value

Request user input Select this field to prompt the user for information.

Sub Format to Display Enter a subformat name of the format to display. Type:

sla.create.ask.other.avail

Turn off Previous button only? Checked

7. Select the Actions tab to define the actions when a user clicks Next, Cancel, or Previous within
the wizard. Complete the following field:

Field Value

Perform Here you can specify which record(s) will be affected by the action that you are
Actions going to perform. This can either be the current file, the list selected (as a whole), or
On an action to be performed on every single record selected.

Select Current File ($L.file).

Wizard $L.create.avail.slo
Variables:

8. Select the Next Wizard tab and complete the following fields:

Field Value

Wizard This is the name of the next wizard in a series of wizards. Type:
Name
SLA Create Availability 1

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Field Value

Condition The condition determines what happens next. In this case, you entered the next
wizard in sequence and an expression that evaluates to "true." Alternatively, you
can specify different wizazrds, based on user actions or selections. Type:

$L.create.avail.slo=true

Wizard This is the name of the next wizard in a series of wizards. Type:
Name
SLA Create 8

Condition true

9. When you are finished, click Save.

You have created the wizard so users can create more Availability SLOs. Next, you will create the new
wizard form in Forms Designer.

Task 2: Create a form for more Availability SLOs

For this task, you will use Forms Designer to create form controls that ask users if they want to create
an additional Service Level Objective record. These form controls, together with the window title,
prompt, buttons, and other choices you made in the wizard record, will be displayed to the end user as
the wizard screen shown below.

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To create a new form for the wizard that creates more Availability SLOs:

1. Start the Forms Designer.

2. In the Form field, type sla.create.ask.other.avail.

Best Practice: Because the form name must match the subformat display entry exactly, you can
copy the subformat display entry in the Usage tab and paste it into the Form field. This will help
you to avoid spelling errors.

3. Click New.

4. Click No for Forms wizard.

5. Create the following for this form. When you start to design the new form, make sure the X and Y
coordinates are at 0 (zero).

Property Value

Group

Caption Type:

Would you like to create another Availability SLO record?

Visible Select.

Radio Button

Caption Type:

Yes

Input Type:

$L.create.avail.slo

Value Type:

true

Visible Select.

Radio Button

Caption Type:

No

Input Type:

$L.create.avail.slo

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Property Value

Value Type:

false

Visible Select.

6. Click OK twice to save the new form and exit.

You have finished creating one of the forms needed for the SLA wizard.

Step 11: Call the Response SLO wizard

The next step is to create a wizard panel to call the existing out-of-box Response Wizard for those
users who answered that they did want to add a Response SLO.

Because this wizard panel only performs the background task of calling another wizard, there is no
screen to show the end user. Thus there is no task requiring the use of Forms Designer in this step.

Task: Create a wizard to call a Response SLO

For this task, you will create a wizard that will call the existing out-of-box Response SLO wizard..

To create a wizard to call the existing out-of-box Response SLO wizard:

1. Click Tailoring > Wizards. The Wizard information form opens.

2. Select the Wizard Info tab.

3. In the Wizard Name field, type SLA Create Response 1, and then click Add.
Caution: If you use an existing SLA record to create a new SLA wizard panel, click "Add" rather
than save. If you click Save, you will replace the existing record with the new record you are
attempting to add.

4. In the Wizard Info tab, complete the following fields.

Field Value

Start Node? Leave this option unchecked.

Brief Description Type:

This wizard will call the out-of-box wizard that creates a Response
SLO.

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Field Value

Window Title Type:

Create Response SLO

Title Type:

Create Response SLO

5. Select the File Selection tab and the Select $L.file by subtab to complete the following field:

Field Value

$L.file passed in checked

6. Select the Usage tab and complete the following fields to determine the action that HP Service
Manager should take when the wizard is run:

Field Value

Skip Display Select this option as this panel does not include a form that needs to be
displayed to the user.

7. Select the Actions tab to define the actions when a user clicks Next, Cancel, or Previous within
the wizard. Complete the following field:

Field Value

Perform Actions Here you can specify which record(s) will be affected by the action that you
On are going to perform. This can either be the current file, the list selected (as
a whole), or an action to be performed on every single record selected.

Select Current File ($L.file).

Format Define the actions when a user clicks Next, Cancel, or Previous within the
Control/Process wizard. Complete the following field:
Name subtab

Process Name To specify that this wizard can run a process after completing, type:

slo.add.resp.sla

8. Select the Next Wizard tab and complete the following fields:

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Field Value

Wizard Name This is the name of the next wizard in a series of wizards. Type:

SLA Create Response 2

Condition The condition determines what happens next. In this case, you entered
the next wizard in sequence and an expression that evaluates to "true."
Alternatively, you can specify different wizazrds, based on user actions
or selections. Type:

true

9. When you are finished, click Save.

You have created the wizard that will call the existing out-of-box Response SLO wizard. A new form is
not needed for this wizard.

Step 12: Prompt for another Response SLO

The next step is to ask the user if they want to add another response SLO. If they do, this panel must
call the out-of-box Reponse SLO wizard again. If they do not want to add any more response SLOs,
they should be shown the final wizard screen.

Perform the following two tasks to design a wizard panel to prompt for another Response SLO:

Create a wizard for more response SLOs

Create a form for more response SLOs

Task 1: Create a wizard for more Response SLOs

For this task, you will create a wizard so that users can create more Response SLOs.

To create a wizard so that users can create more Response SLOs:

1. Click Tailoring > Wizards. The Wizard information form opens.

2. Select the Wizard Info tab.

3. In the Wizard Name field, type SLA Create Response 2, and then click Add.
Caution: If you use an existing SLA record to create a new SLA wizard panel, click Add rather
than Save. If you click Save, you will replace the existing record with the new record you are
attempting to add.

4. In the Wizard Info tab, complete the following fields.

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Field Value

Start Node? Leave this option unchecked.

Brief Description Type:

This wizard panel will ask the user if they want to add another
Response SLO.

Window Title Type:

Create another Response SLO

Title Type:

Create another Response SLO

5. Select the File Selection tab and the Select $L.file by subtab to complete the following field:

Field Value

Initial Expression: $L.create.response.slo=false

No $L.file (use Select this option to initialize a typecheck file, which acts as a holding
typecheck) file.

6. Select the Usage tab and complete the following fields to determine the action that HP Service
Manager should take when the wizard is run:

Field Value

Sub Format to Display Enter a subformat name of the format to display. Type:

sla.create.ask.other.response

Request User Input checked.

Turn Off Previous checked

Button Only

7. Select the Actions tab to define the actions when a user clicks Next, Cancel, or Previous within
the wizard. Complete the following field:

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Field Value

Perform Actions On Here you can specify which record(s) will be affected by the action that
you are going to perform. This can either be the current file, the list
selected (as a whole), or an action to be performed on every single
record selected.

Select Current File ($L.file).

Wizard Variables $L.create.response.slo

$L.crate.avail.slo

8. Select the Next Wizard tab and complete the following fields:

Field Value

Wizard Name This is the name of the next wizard in a series of wizards. Type:

SLA Create Response 1

Condition The condition determines what happens next. In this case, you entered
the next wizard in sequence and an expression that evaluates to "true."
Alternatively, you can specify different wizazrds, based on user actions
or selections. Type:

$L.create.response.slo=true

Wizard Name This is the name of the next wizard in a series of wizards. Type:

SLA Create Availability 1

Condition Type:

$L.create.avail.slo=true

Wizard Name This is the name of the next wizard in a series of wizards. Type:

SLA Create 8

Condition Type:

true

9. When you are finished, click Save.

You have created the wizard so that users can create more Response SLOs. Next, you will create the
new wizard form in Forms Designer.

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Task 2: Create a form for more Response SLOs

For this task, you will use Forms Designer to create form controls that ask users if they want to create
an additional Service Level Objective record. These form controls, together with the window title,
prompt, buttons, and other choices you made in the wizard record, will be displayed to the end user as
the wizard screen shown below.

To create a new form for a wizard that creates more Response SLOs:

1. Start the Forms Designer.

2. In the Form field, type sla.create.ask.other.response.

Best Practice: Because the form name must match the subformat display entry exactly, you can
copy the subformat display entry in the Usage tab and paste it into the Form field. This will help
you to avoid spelling errors.

3. Click New.

4. Click No for Forms wizard.

5. Create the following for this form. When you start to design the new form, make sure the X and Y
coordinates are at 0 (zero).

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Property Value

Group

Caption Type:

Would you like to create another Response SLO?

Visible Select.

Radio Button

Caption Type:

Yes

Input Type:

$L.create.response.slo

Value Type:

true

Visible Select.

Radio Button

Caption Type:

No

Input Type:

$L.create.response.slo

Value Type:

false

Visible Select.

6. Click OK twice to save the new form and exit.

You have created one of the forms needed for the SLA wizard.

Step 13: Display new SLA number and title

In this final wizard step, the panel will display the record number and title of the newly created SLA, and
have the record details displayed when the user clicks the Finish button.

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Complete the following tasks to perform this step:

Create a wizard for the completed SLA

Create a form for the completed SLA

Task 1: Create a wizard for the completed SLA

For this task, you will create a wizard panel that displays the SLA record number and title of the newly-
created SLA record to the user.

To create a wizard for the completed SLA:

1. Click Tailoring > Wizards. The Wizard information form opens.

2. Select the Wizard Info tab.

3. In the Wizard Name field, type SLA Create 8, and then click Add.
Caution: If you use an existing SLA record to create a new SLA wizard panel, click Add rather
than Save. If you click Save, you will replace the existing record with the new record you are
attempting to add.

4. In the Wizard Info tab, complete the following fields.

Field Value

Start Node? Leave this option unchecked.

Brief Description Type:

This wizard is the final panel the user sees, telling them the record
number and name of the new SLA created.

Window Title Type:

Create new SLA - Done

Title Type:

Create new SLA - Done

5. Select the File Selection tab to complete the following fields:

Field Value

Initial Expressions Type:

subtab

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Field Value

Select $L.file by
subtab

Select records "of Select this option and click Fill to select sla as the record type.
type"

using query Type:

"agreement.id="+$L.new.sla

Note: Be sure to include the double quotes (") at each end of

"agreement.id" as these quotes are part of the query.

6. Select the Usage tab and complete the following fields to determine the action that HP Service
Manager should take when the wizard is run:

Field Value

Request user input Select this field to prompt the user for information.

Sub Format to Enter a subformat name of the format to display. Type:

Display
sla.create.finished

Activate "Finish" Since this is the final wizard in a series of wizard panels, select this
option? option to make a "Finish" button appear on this wizard panel.

Turn off Next and Select this checkbox.

Previous buttons ?

7. Select the Actions tab to define the actions when a user clicks Next, Cancel, or Previous within
the wizard. Complete the following field:

Field Value

Perform Actions On Here you can specify which record(s) will be affected by the action that
you are going to perform. This can either be the current file, the list
selected (as a whole), or an action to be performed on every single record
selected.

Select Current File ($L.file).

Display Record(s) Select this option (to set to true) to display the record to the user when
when complete? the wizard completes.

8. When you are finished, click Save.

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You have created the last wizard panel that displays the SLA record number and title of the newly-
created SLA record. Next, you will create format for this wizard step in Forms Designer.

Task 2: Create a form for the completed SLA

For this task, you will use Forms Designer to create form controls display the record number and title of
the new SLA record created. These form controls, together with the window title, prompt, buttons, and
other choices you made in the wizard record, will be displayed to the end user as the wizard screen
shown below.

To create a new form for the completed SLA:

1. Start the Forms Designer.

2. In the Form field, type sla.create.finished.

Best Practice: Because the form name must match the subformat display entry exactly, you can
copy the subformat display entry in the Usage tab and paste it into the Form field. This helps avoid
spelling errors.

3. Click New.

4. Click No for Forms wizard.

5. Create the following for this form. When you start to design the new form, make sure the X and Y
coordinates are at 0 (zero).

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Property Value

Label

Caption Type:

SLA record

Visible Select.

Text

Input Type:

agreement.id

Visible Select.

Text

Input Type:

title

Visible Select.

Label

Caption Type:

has been successfully created. Click Finish to view the record.

Visible Select.

6. Click OK twice to save the new form and exit.

You have finished creating the final wizard screen that is displayed for the SLA wizard.

Step 14: Set menu to call the new SLA wizard

The purpose of this step is to associate the new wizard with the menu command: Service Level
Management > Service Level Agreements > Create New SLA. That is, the first panel of the new
wizard is to be displayed rather than the Service Level Agreement entry form that is displayed out-of-
box.

To set the menu to call the new wizard:

1. Click Tailoring > Tailoring Tools > Menus.

2. In the Menu Name field, enter SLA, and then click Search.

3. Click in the row for Option 5 – Service Level Agreements.

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4. In the Application column, replace thread.start by typing: wizard.run.

5. In the Parameter Value column, replace sla.add.object by typing: SLA Create 1.

6. Click OK to save the changes.

Now you can click Service Level Management > Service Level Agreements > Create New SLA to
confirm that the menu changes were effected and the wizard opens and executes as expected.

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 Troubleshooting Custom Wizards
Check the topics in this section to troubleshoot issues that may appear when executing a wizard. Error
logs can help with troubleshooting.

The following topics are discussed:

l Button options are not displaying properly

l File variables not passed into wizard flow

l Format not found

l JavaScript syntax errors

l Query failed to provide correct results

l Query returned a list of records rather than a single record

l RAD expression syntax errors

l Records are not sorted properly

l Wizard stops with "Could not continue" errors

l Run a trace

Button options are not displaying properly

If button options are not displaying or unexpectedly displaying, check the Usage tab to ensure that the
correct checkboxes are enabled.

Also check the following:

l The first displayed panel should not have a Previous button.

l The last displayed panel should have a Finish button.

l If the Previous button is not displaying as expected, check to see if you selected the "Start Node?"
option in the Wizard Info tab.

Tip: Only the first wizard panel should have the "Start Node?" option selected in the Wizard
Info tab.

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l Do not choose the "Next" button as a "Finish" button. If you do, the wizard will stop executing. As a
best practice, disable the "Next" button and enable the "Finish" button in the last panel of the wizard
work flow.

l Check to see if any of the options on the Usage tab were suppressed by mistake.

File variables not passed into wizard flow

The wizard stops executing, and the user is returned to the calling application with the following error
message at the top of the screen:
Wizard could not continue. No file variable was passed in.

Cause
In the Select $L.file by subtab on the File Selection tab, the option "$L.file passed in" was selected,
but no file variable was passed in.

Fix
Either call wizard.run with the file parameter passed in correctly, or choose another option in the
Select $L.file by tab on the File Selection tab. For example, select Create a record of type.

Format not found

The wizard stops executing, and the user is returned to the calling application with the following error
message at the top of the screen:
Format "test" not found (display,show.rio)

Cause
An invalid format name was entered in the Sub Format to Display field on the Usage tab while using
the "Request user input" option in the Wizard Usage section on the Usage tab.

Fix
Enter a valid format name in the Sub Format to Display field on the Usage tab, so a valid subformat
will be displayed. Or, select the Skip Display option to bypass attempting to display the form.

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JavaScript syntax errors

The wizard stops executing, and the user is returned to the calling application with the following error
message(s) at the top of the screen:
Process panel <panel name> in RAD wizard.run encountered error in line 5
(wizard.run,<panel name>)

Process panel init.expr in RAD wizard.run encountered error in line 5

(wizard.run,init.expr)

Cannot evaluate expression (wizard.run,init.expr)

Script <UNKNOWN> line 1: ERROR ReferenceError: test is not defined at

char 1

Unrecoverable error in application: se.call.process on panel call.rad.1

Unrecoverable error in application: wizard.run on panel init.expr

Cause
Invalid syntax was entered in a JavaScript tab. The RAD application and panel will give you a hint as
to which JavaScript tab the syntax error was entered. Refer to the table below for help in determining
where to make the fix.

RAD application/panel Where to fix

wizard.run,init.expr JavaScript subtab of the File Selection tab.

wizard.run,select.file.setup Query statement in the Select $L.file by subtab of the File

Selection tab.

wizard.run,run.expressions Expressions subtab of the Actions tab.

wizard.run,exit.cancel Javascript Executed on Cancel subtab of the Cancel

Expressions tab.

Fix
Correct syntax for JavaScript expressions is discussed in the JavaScript Programmer's Guide. When
using JavaScript, you must define variables before using them. For example:
var <name>=new String()

The correct syntax for assigning a value to a field is as follows:

Table.field1=value

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To compare the values of two fields to each other, use the following syntax:
Table1.field1==table2.field2

Query failed to provide correct results

When entering a query in the File Selection tab, all strings such as field names must be enclosed in
quotes. If the strings are not enclosed in quotes, the query will fail to provide the correct results.

For example:
"agreement.id="+G.new.sla

Or
"logical.name=\""+str($group.name.new)+"\""

Query returned a list of records rather than a single

record
According to the wizard setup, a single record should be returned from the query entered in the Usage
tab. Instead, a true search was performed.

Cause
Incorrect query syntax was used. For example, agreement.id in $L.file=168. Query
statements should not include the file variable.

Fix
Use correct query syntax. For example, "agreement.id="168.

RAD expression syntax errors

The wizard stops executing, and the user is returned to the calling application with the following error
message(s) at the top of the screen:
Process panel <panel name> in RAD wizard.run encountered error in line 2
(wizard.run,<panel name>)

Process panel init.expr in RAD wizard.run encountered error in line 2

(wizard.run,init.expr)

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Cannot evaluate expression (wizard.run,init.expr)

Bad arg (2) oper = (wizard.run,init.expr)

Bad arg (3) oper index (wizard.run,init.expr)

Unrecoverable error in application: se.call.process on panel call.rad.1

Unrecoverable error in application: wizard.run on panel init.expr

Cause
These errors are caused by syntax errors in the wizard panels. The panel name gives you a hint as to
where the issue occurred.

Bad arg (x) oper operator <y> indicates improper syntax of a statement or a missing or invalid
parameter that is expected to be supplied to the statement.

Bad arg (1 or 2) oper <operator>: arg 1 indicates that the issue is to the left of the <operator>. If it is
arg 2, then the issue is to the right of the <operator>. For example, operator can be defined as follows: =
, < , > , ~= , ~< , ~> , etc.

Bad arg (1 or 2) oper <in> arg 1 indicates that the issue is to the left of "in" within the statement. If
arg is 2, then the issue is to the right of "in" within the statement.

Bad arg (x) oper <function> indicates that the number of the parameter that was passed to the
function is invalid.

The following table will help you find where in the wizard panel the error occurred and where to make the
fix.

RAD application/panel Where to fix

wizard.run,init.expr Initial Expressions subtab of the File Selection tab.

wizard.run,select.file.setup Query statement in the Select $L.file by subtab of the

File Selection tab.

wizard.run,get.selection.records Query statement in Selection Criteria on the Usage tab.

wizard.run,run.expressions Expressions subtab of the Actions tab.

wizard.run,decide.restart Restart Panel if field on the Actions tab.

wizard.run,get.message Condition field of the Messaging tab.

wizard.run,setup.wizard.variables Wizard variables on the Variables tab.

wizard.run,find.next.wizard Condition field on the Next Wizard tab.

wizard.run,exit.cancel Expressions Executed on Cancel subtab of the Cancel

Expressions tab.

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Fix
Correct syntax for RAD expressions is discussed in the System Language topics in the Service
Manager Online Help. You can view this help by clicking Help > Help Contents if you are using a
Windows client, or pressing F1 if you are using a web client.

The correct syntax for assigning a value to a field is as follows:

<field> in $L.file=value

To compare the values of two fields to each other, use the following syntax:
<field1> in $L.file=<field2> in $L.file

Any concatenated statement containing a field name and a variable needs to be entered as follows:

"agreement.id=" +$G.test where $G.test is numeric or Boolean

"agreement.id =\"" + $G.test + "\"" where $G.test is a character

"agreement.id='" + $G.test + "'" where $G.test is a date/time

Records are not sorted properly

According to the wizard setup, the list of selected records should be sorted by the values in a certain
field. When the list of records is displayed, it is sorted by the unique key instead.

Cause
The type of field needed for the query (dbdict name) is invalid.

Fix
Enter a valid sort field in the record type dbdict.

Wizard stops with "Could not continue" errors

The wizard stops executing for a variety of reasons, including possible configuration errors. Some of
the errors you may encounter are as follows:

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Error Cause/Fix

Cannot create record of type Cause: The record type entered does not exist as a record
"test." in the dbdict table.

Fix: Enter a valid record type or dbdict name.

Cannot select from record of Cause: The record type entered does not exist as a record
type "test." in the dbdict table.

Fix: Enter a valid record type or dbdict name.

Cannot initialize record of type Cause: On the Usage tab, Query for Records of type
"slas." has an invalid record type entered.

Fix: Enter a valid record type or dbdict name.

Invalid selection query: Cause: On the Usage tab, an invalid field name was used
agreement=$G.test. in the Query for Records statement.

Fix: Determine and use the correct field names in the

statement.

Wizard "test" does not exist. Cause: An invalid wizard name was entered on the Next
Contact your System Wizard tab. When a nonexistent wizard evaluates to true,
Administrator.
the wizard workflow will be caught in an infinite loop and
the session thread will be killed.

Fix: Enter a valid wizard name on the Next Wizard tab.

Display application could not Cause: An invalid display screen name was selected on
find screen. the Usage tab.
Query=screen.id="wizard.test.me"
and language="ENG" Fix: On the Usage tab, enter a valid display screen name
or leave the field empty for the default option.
Unrecoverable error in
application: se.call.process on
panel call.rad.1
Display application error exit
has been taken.
$L.ds.ids=L.ds.desc=

Run a trace
If you receive an error message, use the following to trace the error to get more detail on the message
you receive. You can also run a trace when the wizard flow does not take the expected path.

To run a trace:

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Wizards Guide
Troubleshooting Custom Wizards

1. Enter the RTM:3 and debugdbquery:999 parameters in the Service Manager sm.ini file.

2. Start a new client connection.

For complete details, see the instructions in the Diagnostics and Tuning white paper.

3. Within the trace, search for the first call to the wizard.run RAD application.

4. Next, follow the flow of the wizard, checking the dbquery statements against the wizard table to
see which wizard is called next.

5. Follow the trace to the error message if one was received, or follow the trace to understand which
path the application took through the wizard flow.

6. Use print statements in the JavaScript expressions within the wizard panels, to write additional
information to the log file. For example, the content of variables that will influence which wizard
will be run next or statements as to which wizard is executed at the time.

Note: Remember to remove these debug statements before putting the wizard into
production.

HP Service Manager (9.34) Page 91 of 93

 Send Documentation Feedback
If you have comments about this document, you can contact the documentation team by email. If an
email client is configured on this system, click the link above and an email window opens with the
following information in the subject line:

Feedback on Wizards Guide (Service Manager 9.34)

Just add your feedback to the email and click send.

If no email client is available, copy the information above to a new message in a web mail client, and
send your feedback to [email protected].

We appreciate your feedback!

HP Service Manager (9.34) Page 92 of 93