Application Administration Guide

Peregrine
ServiceCenter
Application Administration Guide
Release 5.1
PART NO: SCT-5.1-ENG-01011-00233
Copyright © 2003 Peregrine Systems, Inc. or its subsidiaries. All rights reserved.
Information contained in this document is proprietary to Peregrine Systems, Incorporated, and may be
used or disclosed only with written permission from Peregrine Systems, Inc. This book, or any part thereof,
may not be reproduced without the prior written permission of Peregrine Systems, Inc. This document
refers to numerous products by their trade names. In most, if not all, cases these designations are claimed
as Trademarks or Registered Trademarks by their respective companies.
Peregrine Systems® and ServiceCenter® are registered trademarks of Peregrine Systems, Inc. or its
subsidiaries.
This document and the related software described in this manual are supplied under license or
nondisclosure agreement and may be used or copied only in accordance with the terms of the agreement.
The information in this document is subject to change without notice and does not represent a
commitment on the part of Peregrine Systems, Inc. Contact Peregrine Systems, Inc., Customer Support to
verify the date of the latest version of this document.
The names of companies and individuals used in the sample database and in examples in the manuals are
fictitious and are intended to illustrate the use of the software. Any resemblance to actual companies or
individuals, whether past or present, is purely coincidental.
If you need technical support for this product, or would like to request documentation for a product for
which you are licensed, contact Peregrine Systems, Inc. Customer Support by email at
support@peregrine.com.
If you have comments or suggestions about this documentation, contact Peregrine Systems, Inc. Technical
Publications by email at doc_comments@peregrine.com.
This edition applies to version 5.1 of the licensed program.
Peregrine Systems, Inc.
Worldwide Corporate Headquarters
3611 Valley Centre Drive San Diego, CA 92130
Tel 800.638.5231 or 858.481.5000
Fax 858.481.1751
www.peregrine.com
Contents
About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Knowledge Requirements . . . . . . . . . . . . . . . . . . . . . . . 14
Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Contacting Customer Support . . . . . . . . . . . . . . . . . . . . . 14
Peregrine’s CenterPoint Web Site . . . . . . . . . . . . . . . . . . . 14
Corporate Headquarters . . . . . . . . . . . . . . . . . . . . . . . 15
North America and South America . . . . . . . . . . . . . . . . . . 15
Europe, Asia/Pacific, Africa. . . . . . . . . . . . . . . . . . . . . . 15
Contacting Education Services . . . . . . . . . . . . . . . . . . . . . 15
Chapter 1
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
ServiceCenter Modules . . . . . . . . . . . . . . . . . . . . . . . 18
Sample Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Chapter 2
User Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Operators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
User Roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
User Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Types of User Profiles . . . . . . . . . . . . . . . . . . . . . . . . 22
How the System Determines a User’s Profile . . . . . . . . . . . . . . 23
Out-of-the Box User Profiles . . . . . . . . . . . . . . . . . . . . . 23
Adding a Profile . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Editing Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Contents t 3
ServiceCenter
Chapter 3
Service Management
. . . . . . . . . . . . . . . . . . . . . . . . . 41
Accessing Service Management . . . . . . . . . . . . . . . . . . . . . 42
Administering Service Management . . . . . . . . . . . . . . . . . . . 43
Security Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Accessing the Security Files . . . . . . . . . . . . . . . . . . . . . . 44
Security Files Tab . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Environment Tab
. . . . . . . . . . . . . . . . . . . . . . . . . 46
Managing User Information . . . . . . . . . . . . . . . . . . . . . 49
Setting Privileges and Views in the Service Management Profile . . . . . . 53
Maintaining Inboxes. . . . . . . . . . . . . . . . . . . . . . . . . . 56
Accessing the Macro List Editor . . . . . . . . . . . . . . . . . . . . . 57
Accessing Probable Cause Records . . . . . . . . . . . . . . . . . . . . 58
Accessing the Knowledge Base . . . . . . . . . . . . . . . . . . . . . 60
Chapter 4
Incident Management . . . . . . . . . . . . . . . . . . . . . . . . . 61
Incident Management Overview . . . . . . . . . . . . . . . . . . . . . 62
How Incident Management Works. . . . . . . . . . . . . . . . . . . . 62
Accessing Incident Management. . . . . . . . . . . . . . . . . . . . . 64
Administering Incident Management. . . . . . . . . . . . . . . . . . . 66
Security Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Accessing the Security Files . . . . . . . . . . . . . . . . . . . . . . 67
Security Files Tab . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Environment Tab . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Managing User Information . . . . . . . . . . . . . . . . . . . . . 69
Setting Privileges and Views in the Incident Management Profile . . . . . . 73
Assignment Groups . . . . . . . . . . . . . . . . . . . . . . . . . 76
Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Maintaining Inboxes . . . . . . . . . . . . . . . . . . . . . . . . 94
Probable Cause . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Macro Editor. . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Downtime . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Summary Link . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Cost Management . . . . . . . . . . . . . . . . . . . . . . . . 107
Configuring the Incident Management Environment . . . . . . . . . . . 108
Status, Alerts, and Escalation . . . . . . . . . . . . . . . . . . . . . 111
Alerts and Calendars . . . . . . . . . . . . . . . . . . . . . . . 112
4 u Contents
Application Administration Guide
What is Escalation? . . . . . . . . . . . . . . . . . . . . . . . . 112
Severity Levels . . . . . . . . . . . . . . . . . . . . . . . . . . 113
The Two-Step Close . . . . . . . . . . . . . . . . . . . . . . . . . 113
General Information . . . . . . . . . . . . . . . . . . . . . . . 114
Setting Up the Two-Step Close . . . . . . . . . . . . . . . . . . . 114
Accessing Other Utilities . . . . . . . . . . . . . . . . . . . . . . . 121
Reset Downtime . . . . . . . . . . . . . . . . . . . . . . . . . 122
Build/Refresh Summary . . . . . . . . . . . . . . . . . . . . . . 123
Downtime . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Summary Link . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Probable Cause . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Subcategory . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Problem Type . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Product Type . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Chapter 5
Root Cause Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . 133
RCA Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Terms Used in this Chapter . . . . . . . . . . . . . . . . . . . . 135
Implementing Root Cause Analysis . . . . . . . . . . . . . . . . . . 135
Root Cause Analysis Flow . . . . . . . . . . . . . . . . . . . . . . 137
Accessing Root Cause Analysis . . . . . . . . . . . . . . . . . . . . 138
Administering Root Cause Analysis . . . . . . . . . . . . . . . . . . 139
Security Files . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Accessing the Security Files . . . . . . . . . . . . . . . . . . . . . 140
Security Files tab . . . . . . . . . . . . . . . . . . . . . . . . . 141
Environment tab . . . . . . . . . . . . . . . . . . . . . . . . . 142
Managing the Root Cause Environment . . . . . . . . . . . . . . . 143
Managing User Information . . . . . . . . . . . . . . . . . . . . 143
Setting Privileges and Views in the Root Cause Profile . . . . . . . . . 148
Maintaining Inboxes. . . . . . . . . . . . . . . . . . . . . . . . . 151
Accessing the Macro List Editor . . . . . . . . . . . . . . . . . . . . 151
Accessing the Knowledge Base. . . . . . . . . . . . . . . . . . . . . 152
Contents t 5
ServiceCenter
Chapter 6
Scheduled Maintenance . . . . . . . . . . . . . . . . . . . . . . . . 155
Scheduled Maintenance Overview . . . . . . . . . . . . . . . . . . . 156
Creating a Scheduled Maintenance Task . . . . . . . . . . . . . . . . 156
Automated Task Generation . . . . . . . . . . . . . . . . . . . . . 157
Generating Tasks From an Existing Ticket . . . . . . . . . . . . . . 157
Scheduled Maintenance in Inventory Management . . . . . . . . . . . . 159
Generating Tasks from Scheduled Maintenance . . . . . . . . . . . . 161
Using a Template . . . . . . . . . . . . . . . . . . . . . . . . . 161
Template Administration . . . . . . . . . . . . . . . . . . . . . 162
Adding Data Using Expressions . . . . . . . . . . . . . . . . . . . . 164
Scheduled Maintenance Overhead . . . . . . . . . . . . . . . . . . . 165
Load Balancing . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Calling a Format Control Record . . . . . . . . . . . . . . . . . . . 166
Scheduled Maintenance Workflow . . . . . . . . . . . . . . . . . . . 167
Chapter 7
Inventory Management . . . . . . . . . . . . . . . . . . . . . . . . 169
The ICM Repository . . . . . . . . . . . . . . . . . . . . . . . 170
Primary and Attribute Files. . . . . . . . . . . . . . . . . . . . . 170
Database Dictionaries . . . . . . . . . . . . . . . . . . . . . . . 171
Device Files . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Attribute Files . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Join Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Hierarchy . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Forms
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Creating Subtables from an Array of Structures . . . . . . . . . . . . . 175
Accessing Inventory Management . . . . . . . . . . . . . . . . . . . 176
Assets Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Contracts Tab . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Administration Tab . . . . . . . . . . . . . . . . . . . . . . . . 178
Organizing Inventory Records . . . . . . . . . . . . . . . . . . . . 178
Administering Inventory Management . . . . . . . . . . . . . . . . . 180
ICM Environment . . . . . . . . . . . . . . . . . . . . . . . . 181
Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Adding ICM Capability to the Operator Record . . . . . . . . . . . . 182
Adding an ICM Profile . . . . . . . . . . . . . . . . . . . . . . 186
6 u Contents
Application Administration Guide
Device Types . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Creating a New Device Type . . . . . . . . . . . . . . . . . . . . 193
Updating a Device Type Record . . . . . . . . . . . . . . . . . . . 200
Deleting a Device Type Record . . . . . . . . . . . . . . . . . . . 200
Adding a New User . . . . . . . . . . . . . . . . . . . . . . . . 203
Where to Find More Information . . . . . . . . . . . . . . . . . . 204
Inventory Records. . . . . . . . . . . . . . . . . . . . . . . . . . 205
Where to Find More Information . . . . . . . . . . . . . . . . . . 206
Chapter 8
Inventory Management Service Information . . . . . . . . . . . . . . . 207
Accessing Service Level Agreements . . . . . . . . . . . . . . . . . . 208
Contract Management Environment Records . . . . . . . . . . . . . . 209
Contract Management Permission . . . . . . . . . . . . . . . . . . . 210
Adding a Contract Management Profile . . . . . . . . . . . . . . . . 210
Alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
Contract Status . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
Currency Conversion Utility . . . . . . . . . . . . . . . . . . . . . 215
Currency Definitions . . . . . . . . . . . . . . . . . . . . . . . 217
Calculating Payments . . . . . . . . . . . . . . . . . . . . . . . 220
Software Tracking and Compliance . . . . . . . . . . . . . . . . . . 221
License and Installation Models in the Catalog . . . . . . . . . . . . . . 222
The Software Tab . . . . . . . . . . . . . . . . . . . . . . . . . 222
Managing Different Types of Multiple Licenses . . . . . . . . . . . . 226
Adding Software Licenses as Asset Records . . . . . . . . . . . . . . 227
Software Installations . . . . . . . . . . . . . . . . . . . . . . . 230
Software Counters . . . . . . . . . . . . . . . . . . . . . . . . 232
Choosing a Calculation Method. . . . . . . . . . . . . . . . . . . 233
Compliance . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
The Compliance Message Log. . . . . . . . . . . . . . . . . . . . 236
Checking Compliance . . . . . . . . . . . . . . . . . . . . . . . 236
Software Tracking and Compliance Example . . . . . . . . . . . . . . 238
Step 1: Add Items to the Catalog . . . . . . . . . . . . . . . . . . 240
Step 2: Add Records to the Inventory Management Database . . . . . . 243
Step 3: Create a Software Contract . . . . . . . . . . . . . . . . . . 246
Step 4: Associate the Software License to the Contract . . . . . . . . . 248
Contents t 7
ServiceCenter
Step 5: Create a Support Contract for the Software License . . . . . . . 251
Step 6: Create a Software Installation Record . . . . . . . . . . . . . 253
Step 7: Check Software Compliance . . . . . . . . . . . . . . . . . 255
Where to Find More Information . . . . . . . . . . . . . . . . . . . 257
Chapter 9
Service Level Management . . . . . . . . . . . . . . . . . . . . . . . 259
What Is a Service Level Agreement? . . . . . . . . . . . . . . . . . . 260
The Value of SLAs . . . . . . . . . . . . . . . . . . . . . . . . 260
Using SLAs . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
SLM Concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
Using Clocks . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
Natural Progression . . . . . . . . . . . . . . . . . . . . . . . . 261
SLA Response Phase. . . . . . . . . . . . . . . . . . . . . . . . 262
The SLM Module . . . . . . . . . . . . . . . . . . . . . . . . . . 262
Interfacing with External Sources . . . . . . . . . . . . . . . . . . 263
The SLA Configuration Record . . . . . . . . . . . . . . . . . . . 263
SLA Options . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
Graphing . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
Thresholds. . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
Status Progression. . . . . . . . . . . . . . . . . . . . . . . . . . 267
Natural Progression State . . . . . . . . . . . . . . . . . . . . . 267
Intermediate States . . . . . . . . . . . . . . . . . . . . . . . . 267
Rules for Natural Progression and Intermediate States . . . . . . . . . 268
Creating a Service Level Agreement . . . . . . . . . . . . . . . . . . 269
Description Tab . . . . . . . . . . . . . . . . . . . . . . . . . 272
Availability Tab. . . . . . . . . . . . . . . . . . . . . . . . . . 272
Response Times Tab. . . . . . . . . . . . . . . . . . . . . . . . 274
Misc. Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276
Attachments Tab . . . . . . . . . . . . . . . . . . . . . . . . . 277
SLA Maintenance Tasks . . . . . . . . . . . . . . . . . . . . . . . 279
Editing an SLA Record. . . . . . . . . . . . . . . . . . . . . . . 280
Deleting an SLA Record . . . . . . . . . . . . . . . . . . . . . . 281
Recalculating Outage Data . . . . . . . . . . . . . . . . . . . . . 282
Assigning an SLA to a Department. . . . . . . . . . . . . . . . . . 283
Category and Priority Mapping . . . . . . . . . . . . . . . . . . . 285
Performance Views . . . . . . . . . . . . . . . . . . . . . . . . 287
8 u Contents
Application Administration Guide
Service Level Contracts. . . . . . . . . . . . . . . . . . . . . . . . 311
Features of Contract Management . . . . . . . . . . . . . . . . . . 311
Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312
Service Contracts . . . . . . . . . . . . . . . . . . . . . . . . . . 319
Accessing a Contract . . . . . . . . . . . . . . . . . . . . . . . 319
Expense Lines . . . . . . . . . . . . . . . . . . . . . . . . . . 329
Cost Assessment . . . . . . . . . . . . . . . . . . . . . . . . . 332
Entitlement Checking . . . . . . . . . . . . . . . . . . . . . . . 336
Viewing Contract Overruns . . . . . . . . . . . . . . . . . . . . 339
Contract Wizard . . . . . . . . . . . . . . . . . . . . . . . . . 340
Chapter 10
Change Management . . . . . . . . . . . . . . . . . . . . . . . . . 345
Relationship to Service Management . . . . . . . . . . . . . . . . . . 346
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346
Components of Change . . . . . . . . . . . . . . . . . . . . . . . 348
Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 348
Security and Access Control . . . . . . . . . . . . . . . . . . . . . 352
Capability Words . . . . . . . . . . . . . . . . . . . . . . . . . 353
Using Change Management. . . . . . . . . . . . . . . . . . . . . . 354
Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . 357
Security Profiles . . . . . . . . . . . . . . . . . . . . . . . . . 358
Message Group Definition Record . . . . . . . . . . . . . . . . . . 366
Managing Categories and Phases . . . . . . . . . . . . . . . . . . . 370
Change Categories . . . . . . . . . . . . . . . . . . . . . . . . 371
Task Categories. . . . . . . . . . . . . . . . . . . . . . . . . . 374
Creating a Category . . . . . . . . . . . . . . . . . . . . . . . . 378
Updating a Category Record . . . . . . . . . . . . . . . . . . . . 381
Deleting a Category Record. . . . . . . . . . . . . . . . . . . . . 382
Printing a Category Record . . . . . . . . . . . . . . . . . . . . . 384
Change and Task Phases . . . . . . . . . . . . . . . . . . . . . . . 384
Accessing Phase Records . . . . . . . . . . . . . . . . . . . . . . 386
Phase Record Fields . . . . . . . . . . . . . . . . . . . . . . . . 390
Creating a Phase . . . . . . . . . . . . . . . . . . . . . . . . . 400
Change and Task Phase Functionality . . . . . . . . . . . . . . . . 407
Contents t 9
ServiceCenter
Change Records. . . . . . . . . . . . . . . . . . . . . . . . . . . 409
Searching for an Existing Change . . . . . . . . . . . . . . . . . . 409
Updating an Existing Change . . . . . . . . . . . . . . . . . . . . 418
Closing a Change Phase . . . . . . . . . . . . . . . . . . . . . . 418
Reopening a Change Request . . . . . . . . . . . . . . . . . . . . 423
Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 425
Searching for an Existing Task . . . . . . . . . . . . . . . . . . . 425
Updating an Existing Task . . . . . . . . . . . . . . . . . . . . . 433
Closing a Task Phase . . . . . . . . . . . . . . . . . . . . . . . 433
Reopening a Task . . . . . . . . . . . . . . . . . . . . . . . . . 434
Approvals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 435
Approval Sequence . . . . . . . . . . . . . . . . . . . . . . . . 435
Approvals tab . . . . . . . . . . . . . . . . . . . . . . . . . . 436
Risk Calculation . . . . . . . . . . . . . . . . . . . . . . . . . . 446
Example
. . . . . . . . . . . . . . . . . . . . . . . . . . . . 447
Events, Alerts, and Messages . . . . . . . . . . . . . . . . . . . . . 450
Alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 451
Alert Processing . . . . . . . . . . . . . . . . . . . . . . . . . 453
Alert Definitions . . . . . . . . . . . . . . . . . . . . . . . . . 453
Alert Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . 458
Events. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 460
Event Controls . . . . . . . . . . . . . . . . . . . . . . . . . . 460
Change Management Events File . . . . . . . . . . . . . . . . . . 461
Event Names and Definitions . . . . . . . . . . . . . . . . . . . . 463
Adding New Events . . . . . . . . . . . . . . . . . . . . . . . . 464
Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . 465
Message Classes . . . . . . . . . . . . . . . . . . . . . . . . . 465
Adding msgclass Records. . . . . . . . . . . . . . . . . . . . . . 466
Background Processing . . . . . . . . . . . . . . . . . . . . . . 467
Notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . 470
Appendix A
Process Flow Diagrams. . . . . . . . . . . . . . . . . . . . . . . . . 473
Change Management Open
. . . . . . . . . . . . . . . . . . . . . 474
Change Management Update . . . . . . . . . . . . . . . . . . . . . 475
Change Management Approval . . . . . . . . . . . . . . . . . . . . 476
Change Management Denial . . . . . . . . . . . . . . . . . . . . . 477
10 u Contents
Application Administration Guide
Change Management Close
. . . . . . . . . . . . . . . . . . . . . 478
Change Management Reopen . . . . . . . . . . . . . . . . . . . . . 479
Change Management Retract . . . . . . . . . . . . . . . . . . . . . 480
Incident Management Open . . . . . . . . . . . . . . . . . . . . . 481
Incident Management Update . . . . . . . . . . . . . . . . . . . . 482
Incident Management Close . . . . . . . . . . . . . . . . . . . . . 483
Service Management Quick-Open . . . . . . . . . . . . . . . . . . . 484
Service Management Create Incident
. . . . . . . . . . . . . . . . . 485
Service Management Update . . . . . . . . . . . . . . . . . . . . . 486
Service Management Close . . . . . . . . . . . . . . . . . . . . . . 487
Inventory Management Open . . . . . . . . . . . . . . . . . . . . . 488
Inventory Management Update . . . . . . . . . . . . . . . . . . . . 489
Inventory Management Delete . . . . . . . . . . . . . . . . . . . . 490
Appendix B
Field-Level Details . . . . . . . . . . . . . . . . . . . . . . . . . . . 491
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 491
Table 1: New call — Call Detail tab . . . . . . . . . . . . . . . . . . 492
Table 2: New Call - Resolution Detail Tab. . . . . . . . . . . . . . . . 497
Table 3: Existing call — Update tab . . . . . . . . . . . . . . . . . . 498
Table 4: Existing call — Resolution Detail tab . . . . . . . . . . . . . . 500
Table 5: New incident — Incident Details tab . . . . . . . . . . . . . . 501
Table 6: New incident — Actions/Resolutions tab . . . . . . . . . . . . 503
Table 7: New incident — Contact tab . . . . . . . . . . . . . . . . . 504
Table 8: New incident — Asset tab . . . . . . . . . . . . . . . . . . . 505
Table 9: Update incident — Incident Details tab . . . . . . . . . . . . . 508
Table 10: Update incident — Activities tab/Site Visit tab . . . . . . . . . 511
Table 11: Update incident — Activities tab/Historic Activities tab. . . . . . 513
Table 12: Update incident — Activities tab/Action Resolution tab . . . . . 514
Table 13: Update incident — Contact tab . . . . . . . . . . . . . . . . 515
Table 14: Update incident — Asset tab . . . . . . . . . . . . . . . . . 515
Table 15: Update incident — Attachment tab . . . . . . . . . . . . . . 515
Table 16: Update incident — SLA tab . . . . . . . . . . . . . . . . . 516
Table 17: Update incident — Parts & Labor tab . . . . . . . . . . . . . 518
Table 18: Update Incident — History tab . . . . . . . . . . . . . . . . 519
Table 19: Update Incident — Alerts tab. . . . . . . . . . . . . . . . . 520
Contents t 11
ServiceCenter
Update incident — Related Records tab . . . . . . . . . . . . . . . . 521
Table 20: Calls tab . . . . . . . . . . . . . . . . . . . . . . . . 521
Table 21: Related Incidents tab . . . . . . . . . . . . . . . . . . . 521
Table 22: Related Changes tab . . . . . . . . . . . . . . . . . . . 522
Table 23: Related Quotes tab . . . . . . . . . . . . . . . . . . . . 522
Table 24: Related Root Cause tab . . . . . . . . . . . . . . . . . . 523
Table 25: Billing Information tab . . . . . . . . . . . . . . . . . . 523
Appendix C
SLM-Related Reports . . . . . . . . . . . . . . . . . . . . . . . . . 525
SLA Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . 526
Device Availability . . . . . . . . . . . . . . . . . . . . . . . . 527
Device Outages (Top Ten) . . . . . . . . . . . . . . . . . . . . . 528
Change History
. . . . . . . . . . . . . . . . . . . . . . . . . 529
SLA Device Availability Performance . . . . . . . . . . . . . . . . 530
SLA Response Time Performance . . . . . . . . . . . . . . . . . . 531
Appendix D
Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 533
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . 533
Availability events . . . . . . . . . . . . . . . . . . . . . . . . 533
Response event . . . . . . . . . . . . . . . . . . . . . . . . . . 534
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 535
12 u Contents
About This Guide
The Application Administration Guide is an introduction to the principal
ServiceCenter modules from an Application Administrator’s perspective. To
get started, read the Overview on page 17. For an in-depth understanding of
ServiceCenter modules, see the Process Flow Diagrams on page 473.
Read these sections for information about ServiceCenter components:
n
User Profiles on page 21
n
Service Management on page 41
n
Incident Management on page 61
n
Root Cause Analysis on page 133
n
Scheduled Maintenance on page 155
n
Inventory Management on page 169
n
Inventory Management Service Information on page 207
n
Change Management on page 345
n
Service Level Management on page 259
Read these appendices for supplemental information:
n
Process Flow Diagrams on page 473
n
Field-Level Details on page 491
n
SLM-Related Reports on page 525
n
Events on page 533
About This Guide t 13
ServiceCenter
Knowledge Requirements
The instructions in this guide assume a working knowledge of Peregrine
Systems ServiceCenter. You can find more information in the following
guides.
n
For administration and configuration information, see the ServiceCenter
System Administrator’s Guide or the ServiceCenter Application
Administration Guide.
n
For database configuration information, see the ServiceCenter Database
Management and Administration Guide.
n
For copies of the guides, download PDF versions from the CenterPoint
web site using the Adobe Acrobat Reader, which is also available on the
CenterPoint Web Site. For more information, see Peregrine’s CenterPoint
Web Site on page 14. You can also order printed copies of the
documentation through your Peregrine Systems sales representative.
Examples
The sample windows and the examples included in this guide are for
illustration only, and may differ from those at your site.
Contacting Customer Support
For more information and help with this new release or with ServiceCenter
in general, contact Peregrine Systems’ Customer Support.
Peregrine’s CenterPoint Web Site
You can also find information about version compatibility, hardware and
software requirements, and other configuration issues at Peregrine’s
Centerpoint web site: http://support.peregrine.com
1 Log in with your login ID and password.
2 Select Go for CenterPoint.
3 Select ServiceCenter from My Products at the top of the page for
configuration and compatibility information.
14 u About This Guide
Application Administration Guide
Note: For information about local support offices, select Whom Do I Call?
from Contents on the left side of the page to display the Peregrine
Worldwide Contact Information.
Corporate Headquarters
Corporate headquarters contact information:
Address:
Peregrine Systems, Inc.
Attn: Customer Support
3611 Valley Centre Drive
San Diego, CA 92130
Telephone:
+1 (858) 794-7428
Fax:
+1 (858) 480-3928
North America and South America
North and South America contact information:
Telephone:
+1 (800) 960-9998 (US and Canada only, toll free)
+1 (858) 794-7428 (Mexico, Central America, and
South America)
Fax:
+1 (858) 480-3928
E-mail:
support@peregrine.com
Europe, Asia/Pacific, Africa
For information about local offices, see Peregrine’s CenterPoint Web Site. You
can also contact Corporate Headquarters.
Contacting Education Services
Training services are available for the full spectrum of Peregrine Products
including ServiceCenter.
Contacting Education Services t 15
ServiceCenter
Current details of our training services are available through the following
main contacts or at:
http://www.peregrine.com/education
Address:
Telephone:
Fax:
16 u About This Guide
Peregrine Systems, Inc.
Attn: Education Services
3611 Valley Centre Drive
San Diego, CA 92130
+1 (858) 794-5009
+1 (858) 480-3928
1
Overview
CHAPTER
The ServiceCenter Application Administration Guide introduces the principal
ServiceCenter modules. It has instructions to set up and manage those
modules, and instructions to tailor each module for your environment. Read
the ServiceCenter User’s Guide to learn how to start and use ServiceCenter
modules. ServiceCenter operates as a client/server system. This guide
concentrates on the client portion of the product.
Read this chapter for information about:
n ServiceCenter Modules on page 18
n Sample Data on page 19
Overview t 17
ServiceCenter
ServiceCenter Modules
ServiceCenter provides a suite of modules to oversee your enterprise. It
consists of a series of integrated modules and utilities designed to manage
specific parts of your enterprise. These modules work together to create a
complete system, not just a series of stand-alone products. For example,
Incident Management and Change Managements use the inventory database
contained within ICM.
The modules covered in this guide include:
n
Service Management enables you to create a call report for each call
received at the help desk. Depending on the nature of the call, the call
report can be used in other modules to create an incident ticket, change
request, order, and so on.
n
Incident Management enables you to report and track incidents. Incident
tickets are routed to the personnel who can resolve the issue.
n
Root Cause Analysis is a module that enables you to track, prioritize, and
resolve recurring incidents and incipient problems by determining their
Root Cause.
n
Scheduled Maintenance enables you to schedule and track Scheduled
Maintenance Tasks.
n
Inventory Management enables you to keep track of hardware and software
in your network. For example, a network administrator could look at a list
of the PCs at the site.
n
Inventory Management Service Information describes service level
agreements and contract management.
n
Change Management enables you to request, list and track changes at a
facility. For example, a change can be opened to add a network line to an
office.
n
Service Level Management describes how to track performance and
provide system feedback on service agreements between departments
within a company.
18 uChapter 1—Overview
Application Administration Guide
Sample Data
ServiceCenter contains a set of sample data with you can work and learn the
product. You can use these records as a model for your actual data. This
guide uses the sample data to illustrate the modules and processes described.
You can modify or delete these records as you learn the system. You can also
add new records.
Users
The sample data includes a set of fictitious users with
associated profiles, incident tickets, and other records.
Inventory
You do not have to add devices for the sample system. A
simulated network inventory is included with the sample
data. The sample inventory database includes modems,
PCs, workstations, mainframe hosts, and so on.
Call Reports
A set of sample call reports is included. You can review,
update, and close these reports as you would an incident
ticket in a live system.
Incident Tickets A set of sample incident tickets is included. You can
review, update, and close these tickets as you would an
incident ticket in a live system.
Changes
A set of sample Change tickets is included. You can
review, update, and close these tickets as you would a
request for change in a live system.
Contracts
Sample contracts have been added to the system,
including client companies with company and location
records. Contract information has been added to other
modules that share links to Contract Management.
Sample Data t 19
ServiceCenter
20 uChapter 1—Overview
2
User Profiles
CHAPTER
There are three areas of security that allow administrators to control user
access within ServiceCenter:
n Operators define user access to ServiceCenter and its applications and
utilities.
n Roles are a predefined set of profiles and capability words that can be
referenced from an operator record.
n Profiles store rights and privilege information for users within each
ServiceCenter application.
Profile records allow administrators to grant functionality specific to
ServiceCenter application. Multiple operators can use a single profile record
to create job-specific privileges. You can enhance these job-specific privileges
by creating roles.
Read this chapter for more information about:
n
n
n
n
n
n
n
n
Operators on page 22
User Roles on page 22
User Profiles on page 22
Types of User Profiles on page 22
How the System Determines a User’s Profile on page 23
Out-of-the Box User Profiles on page 23
Adding a Profile on page 32
Editing Profiles on page 39
User Profiles t 21
ServiceCenter
Operators
The Operator record designates specific settings for each logon name used in
ServiceCenter. Information in the Operator record is evaluated to determine
the:
n
Logon names and passwords.
n
Capabilities of the operator to execute applications and utilities.
(Capability words grant access to applications and utilities. They are
defined in the capability file and are assigned in the Operator record
through the Execute Capabilities array.)
n
Initial application user accesses when logging on.
User Roles
User roles serve as the basis for assigning user profiles to operators. The role
is referenced in the user's Operator record. When you select the user's role,
the user's access rights and privileges in the form of user profiles are assigned
for each of the ServiceCenter applications.
Note: User roles are not required in order to assign user profiles to operators.
User roles allow administrators to conveniently add a standard set of
functionality for a new operator.
User Profiles
Profile records allow you to grant rights and functionality specific to
ServiceCenter applications. Multiple operators can use a single profile
record, creating job-specific privileges.
Types of User Profiles
n
User Profiles store information about a user's rights and privileges in
ServiceCenter. Each profile defines a specific level of functional access to a
ServiceCenter application, from basic user with limited access to system
administrator with full access.
n
Each application is delivered with a profile record named Default which is
used when a profile does not exist. With Default, the environment record
allows access to the application without a profile record.
22 uChapter 2—User Profiles
Application Administration Guide
Note: If you turn off the ability to access an application without a profile, a
user profile must be defined to grant access to the application.
Otherwise, users are denied access to the applications.
How the System Determines a User’s Profile
When a user attempts to access one of the ServiceCenter applications, the
system follows these steps to determine which profile to use:
n
The system retrieves the profile name from the Operator record and
accesses the profile record for the specific application.
n
If the system cannot find a user profile, the system uses the Default profile.
n
If a profile is not found and the ability to use the Default profile is set to
false, a user is denied access to the application.
Out-of-the Box User Profiles
User profiles have varied levels of module access to accommodate the
different levels of ServiceCenter users. The following table describes the
out-of-box User Profiles that have been set up within ServiceCenter that can
be used when assigning User Roles to system users.
User Profiles t 23
ServiceCenter
User Profile
Privileges
ADMIN
Used in Service Management, Incident Management, Root
Cause Analysis, Inventory Management, Change
Management, and Request Management to grant full
administrative access:
n All basic options, including open, update, view, and close
Call reports, Incident tickets, and Root Cause Analysis
tickets.
n Search the ServiceCenter knowledge base.
n Open, review, approve, deny, and retract changes within
Change Management.
n Open and close quotes and orders within Request
Management.
n Approvals.
n All print options.
n All query options.
APPROVER
Used in Change Management and Request Management to
grant approval authority for requests for change and Request
Management quotes and orders. Other privileges include:
n Basic options, such as, count records, find, and notify.
n All query options.
n All print options.
ASSET
MANAGEMENT
Used in Change Management to manage all Inventory
Management assets and grant full administrative access:
n All basic options, including open, update, view, and close
change tickets.
n Search the ServiceCenter knowledge base.
n Open, review, approve, deny, and retract changes within
Change Management.
n Approve changes within the CA and ONSITE approval
groups.
n All print options.
n All query options.
CLIENT
SECURITY
Used in Incident Management to grant the following:
n Open, update, view, and close incident tickets.
n Search the ServiceCenter knowledge base.
n Reopen, log, print, and allow inefficient queries.
24 uChapter 2—User Profiles
Application Administration Guide
User Profile
Privileges
COORDINATOR Used in Change Management, Inventory Management, and
Request Management to grant administrative access to
coordinate Change Management requests for change and
Request Management quotes and orders. Privileges include:
n All basic options, including open, update, and view requests
for change and quotes and orders.
n Approvals and overrides.
n All print options.
n All query options.
DEFAULT
Used in Service Management, Incident Management, Root
Cause Analysis, Inventory Management, Change
Management, and Request Management to grant the
following access rights and privileges, including:
n View, log, find, fill, notify, count, search, override, allow
inefficient queries, and check for duplicates for Call reports,
Incident tickets, Root Cause Analysis tickets, requests for
change, and quotes and orders.
n Search the ServiceCenter knowledge base.
n Within Change Management, all basic options, as well as all
approval, print, and query options.
n Within Request Management, most basic options, as well as
all approval and print options and most query options.
EMERGENCY
GROUP
Used in Change Management to expedite a change from
within the Change Management module. All basic, approval,
print, and query options are granted.
FACILITIES
Used in Incident Management and Change Management to
coordinate facilities activities. The following privileges are
granted:
n Most basic options, including view, log, find, fill, notify,
count, search, override, allow inefficient queries, and check
for duplicates for Incident tickets and requests for change.
n Approvals without override.
n All print and query options.
n Search the ServiceCenter knowledge base.
FIELD ENG
Used in Incident Management to grant the following access
rights and privileges:
n Some of the basic options, including view, log, find, fill,
notify, count, search, override, allow inefficient queries, and
check for duplicates for Incident tickets.
n Search the ServiceCenter knowledge base.
User Profiles t 25
ServiceCenter
User Profile
Privileges
HELPDESK
Used in Change Management to grant the following access
rights and privileges:
n Track alerts.
n Calculate the risks.
n Some of the basic options, including view, log, find, fill,
notify, save, count, search, override, allow inefficient
queries, review, find parents changes, open tasks, and check
for duplicates for requests for change.
n Search the ServiceCenter knowledge base.
n Approvals without override.
n All print options.
n All query options.
HELPDESK TECH Used in Service Management and Incident Management to
grant the following privileges:
n Open, update, view, close, and inactivate Incident tickets.
n Search the ServiceCenter knowledge base.
n Reopen, log, print, and allow inefficient queries.
n Gain database access.
n Create new categories.
INITIATOR
Used in Service Management, Incident Management, Root
Cause Analysis, Inventory Management, and Change
Management to grant the following privileges:
n Open, view, log, find, fill, and notify call reports and tickets.
n Search the ServiceCenter knowledge base.
n Log, print, count, and allow inefficient queries.
n Create duplicates, new categories, and notes.
ISP
Used in Incident Management to grant the following
privileges:
n Open, update, view, close, and inactivate Incident tickets.
n Log, reopen, find, fill, and print tickets.
n Perform advanced search.
n Gain database access.
n Create duplicates, allow inefficient queries, and check for
incident duplicates on a device.
26 uChapter 2—User Profiles
Application Administration Guide
User Profile
Privileges
ISPADMIN
Used in Incident Management to grant the following
privileges:
n Open, update, view, close, and inactivate Incident tickets.
n Log, reopen, find, fill, and print tickets.
n Perform advanced search.
n Gain database access.
n Create duplicates, allow inefficient queries, and check for
incident duplicates on a device.
n Inactivate and mass inactivate tickets.
n Create new categories.
LAN SUPPORT
Used in Change Management and Incident Management to
grant the following privileges:
n Open, update, view, and close Incident tickets.
n Log, reopen, find, fill, and print tickets.
n Perform advanced search.
n Gain database access.
n Create duplicates, allow inefficient queries, and check for
incident duplicates on a device.
M/F SUPPORT
Used in Change Management and Incident Management to
grant the following privileges:
n Open, update, view, and close Incident tickets.
n Log, reopen, find, fill, and print tickets.
n Perform advanced search.
n Gain database access.
n Create categories, allow inefficient queries, and check for
incident duplicates on a device.
MANAGEMENT
Used in Change Management to manage all requests for
change. Grants full administrative access privileges, including:
n All basic options, including open, update, view, and close
change tickets.
n Search the ServiceCenter knowledge base.
n Open, review, approve, deny, and retract changes within
Change Management.
n Approve changes within the ASSET MANAGEMENT and
CA approval groups.
n All print options.
n All query options.
User Profiles t 27
ServiceCenter
User Profile
Privileges
MASTER
Used in Request Management and includes the following
privileges:
n All basic functions, excluding database manager activities.
n Alert log.
n Approval options, including approve, mass approve,
approval log, reevaluate, reset, and override.
n All print options.
n All query options.
ONSITE
SUPPORT
Used in Incident Management and Change Management to
grant the following privileges:
n Some of the basic options, including open, update, view,
and close Incident tickets and requests for change.
n Approvals for Change Management.
n All print options.
n All query options.
PROCUREMENT Used in Incident Management and Change Management to
grant the following privileges:
n Some of the basic options, including open, update, view,
and close Incident tickets and requests for change.
n Approvals for Change Management.
n All print options.
n All query options.
RECEIVER
Used in Request Management to grant the following
privileges:
n Some of the basic options, including open, update, view,
and close quotes and orders.
n All approval options.
n All print options.
n Most query options.
REPLACEMENT
Used in Incident Management to grant the following
privileges:
n Open, update, view, and close Incident tickets.
n Log, reopen, find, fill, and print tickets.
n Perform advanced search.
n Gain database access.
n Create duplicates, allow inefficient queries, and check for
incident duplicates on a device.
28 uChapter 2—User Profiles
Application Administration Guide
User Profile
Privileges
REQUESTOR
Used in Request Management to grant the following
privileges:
n Some of the basic options, including open, update, view,
and close quotes and orders.
n Log, reopen, find, and fill.
n Post, reopen, generate orders, and so on.
n Alert log.
n All print options.
n Some query options.
n No approval options available.
REVIEWER
Used in Service Management, Incident Management, Root
Cause Analysis, Inventory Management, Change
Management, and Request Management to grant the
following privileges:
n A few of the basic options, including audit, close, count,
find, and list pages.
n Alert log.
n All print options.
n Most query options.
n No approval options.
SEAGATE INFO
Used in Incident Management to allow the following
privileges:
n Browse.
n Advanced search.
n Print, views, and count.
SERVICE
MANAGEMENT
Used in Change Management to grant the following
privileges:
n Some of the basic options, including alerts, open, find, fill,
notify, and save requests for change.
n Approvals.
n All print options.
n All query options.
User Profiles t 29
ServiceCenter
User Profile
Privileges
SERVICE TECH
Used in Incident Management to grant the following
privileges:
n Most of the basic options, including open, update, view, and
close Incident tickets.
n Log, reopen, find, fill, and print tickets.
n Perform advanced search.
n Gain database access.
n Create duplicates, allow inefficient queries, and check for
incident duplicates on a device.
SOFTWARE
Used in Change Management to grant the following
privileges:
n Some of the basic options, including alerts, open, find, fill,
notify, save requests for change, and IR query.
n Approvals.
n All print options.
n All query options.
STANDARD
Used in Incident Management to grant the following
privileges:
n Most of the basic options, including open, update, view, and
close Incident tickets.
n Log, find, fill, and print tickets.
n Create new categories and notes, allow inefficient queries,
and check for incident duplicates on a device.
SYSADMIN
Used in Incident Management, Service Management,
Inventory Management, Root Cause Analysis, Change
Management, and Request Management to grant the
following privileges:
n Open, update, view, and close Call reports, Incident tickets,
and Root Cause Analysis tickets.
n Search the ServiceCenter knowledge base.
n Open, review, approve, deny, and retract changes within
Change Management.
n Open and close quotes and orders within Request
Management.
SYSTEMS
ADMIN
Used in Incident Management and Change Management to
grant the following privileges:
n Open, update, and view Incident tickets and requests for
change.
n Search the ServiceCenter knowledge base.
n Open, review, approve, deny, and retract changes.
30 uChapter 2—User Profiles
Application Administration Guide
User Profile
Privileges
SYSTEMS
SUPPORT
Used in Change Management and Incident Management to
grant the following privileges:
n Open, update, view, and close Incident tickets.
n Log, reopen, find, fill, and print tickets.
n Perform advanced search.
n Gain database access.
n Create duplicates, allow inefficient queries, and check for
incident duplicates on a device.
TECH
Used in Inventory Management, Root Cause Analysis, Change
Management, and Request Management....
n Open, update, and view Root Cause Analysis tickets.
n Reopen, find, and fill tickets.
n Perform advanced search.
n Create personal inboxes.
n Approvals and alerts within Change Management.
n All print and query options within Change Management.
n All approval and print options within Request
Management.
n Most query options within Request Management.
TECH LEVEL 2
Used in Root Cause Analysis to grant the following privileges:
n Open, update, and view Root Cause Analysis tickets.
n Reopen, find, and fill tickets.
n Perform advanced search.
n Create personal inboxes.
TELECOMS
Used in Change Management and Incident Management to
grant the following privileges:
n Open, update, view, and close Incident tickets.
n Log, reopen, find, fill, and print tickets.
n Perform advanced search.
n Gain database access.
n Create duplicates, allow inefficient queries, and check for
incident duplicates on a device.
User Profiles t 31
ServiceCenter
User Profile
Privileges
TRAINING
Used in Change Management and Incident Management to
grant the following privileges:
n Open, update, view, and close Incident tickets.
n Log, reopen, find, fill, and print tickets.
n Perform advanced search.
n Gain database access.
n Create duplicates, allow inefficient queries, and check for
incident duplicates on a device.
WAN SUPPORT
Used in Incident Management and Change Management to
grant the following privileges:
n Open, update, view, and close Incident tickets and requests
for change.
n Log, reopen, find, fill, and print tickets.
n Perform advanced search.
n Gain database access.
n Create duplicates, allow inefficient queries, and check for
incident duplicates on a device.
n Alerts and approvals within Change Management.
n All print and query options within Change Management.
Adding a Profile
There are two ways to add user profiles in ServiceCenter. You can use the
Central Administration Utilities (CAU) or individual ServiceCenter
applications. For more information about adding a profile from within a
ServiceCenter application, see the individual application chapters in this
guide. The CAU allows you to:
n
Add and edit users, profiles, assignment groups, and message groups from
one central place.
n
View a summary of a user’s security information.
n
Access application-specific profile configurations.
32 uChapter 2—User Profiles
Application Administration Guide
To add a new profile to an operator record using the CAU:
1 Log in to ServiceCenter with an administrator profile, such as falcon.
Figure 2-1 shows the ServiceCenter home menu.
Figure 2-1: ServiceCenter home menu
User Profiles t 33
ServiceCenter
2 Click the Utilities tab shown in Figure 2-2.
Figure 2-2: ServiceCenter home menu: Utilities tab
3 From the Utilities tab, click Administration. Figure 2-3 shows the
Administration menu and the Information/Security/Insight tab.
Figure 2-3: Information/Security/Insight tab
34 uChapter 2—User Profiles
Application Administration Guide
4 Click User Administration. Figure 2-4 shows the CAU menu.
Figure 2-4: CAU menu
5 The tabs in the form represent the options available to centrally manage user
access and privileges, and to conduct searches for contacts and operators.
6 From the CAU menu, click View User Data.
7 Type the user’s name in the dialog box and click OK. You can choose a
sample user, BOB.HELPDESK, from the drop-down list.
User Profiles t 35
ServiceCenter
8 The Operator record for BOB.HELPDESK displays. Notice that BOB has an
Root Cause profile of TECH.
Find
Figure 2-5: Bob.Helpdesk operator record
9 Click the Find icon, a magnifying glass, to the right of the Root Cause Profile
field.
10 Double-click the TECH profile shown in Figure 2-6.
Figure 2-6: User Root cause Profile
11 The Privileges for the TECH profile appear. If you want Bob to close Root
Cause records, you must create a new profile that allows him to do so.
36 uChapter 2—User Profiles
Application Administration Guide
a Type a new profile name in the Profile Name field, or choose a pre-defined
profile from the drop-down list. For this example, type TECH 2, ash shown
in Figure 2-7.
Figure 2-7: Profile Name
b Click Add. The status bar displays this message: User Rootcause Profile
record added.
Click Add to create a new profile with the same privileges, but with a new
name in the Profile Name field.
Click Save to overwrite the original profile with the changes to the
privileges and a new profile name.
You have added a new profile for BOB.HELPDESK, which is Root Cause
Profile: TECH 2.
User Profiles t 37
ServiceCenter
To add a new profile to a user role:
In the previous task you added a new Root Cause profile, TECH 2, for
BOB.HELPDESK. You can also add the Root Cause profile to
BOB.HELPDESK’s user role, HELPDESK TECH LEVEL 2.
1 Complete step 1 on page 33 through step 5 on page 35.
2 From the CAU menu, click Search for User Roles. The User Role Search form
appears.
3 From his operator record, you know that BOB belongs to the HELPDESK
TECH LEVEL 2 user role. If you do not know the exact name of the user role,
you can click Search to locate it, or you can click Find from the operator
record. Type HELPDESK TECH LEVEL 2 in the User Role field. Click Search.
4 Figure 2-8 shows the User Role form for HELPDESK TECH LEVEL 2. Select
TECH 2 from the Root Cause Profile drop-down list.
Figure 2-8: User Role form
5 Click Save. The status bar displays this message: userrole record updated.
38 uChapter 2—User Profiles
Application Administration Guide
Editing Profiles
ServiceCenter enables you to set operator profiles for users of each module.
These profiles supplement and further restrict any rights defined in a user’s
operator record, based on the operator’s assigned user role. These options
enable you to control access to each ServiceCenter module. For more
information, see the System Administrator’s Guide.
To edit a Profile record:
1 Complete step 1 on page 33 through step 5 on page 35.
2 From the CAU menu, click the Service tab.
3 Click SM Profiles. Figure 2-9 shows the Service Management Security Profile
form.
Figure 2-9: the SM Security Profile form
User Profiles t 39
ServiceCenter
4 Do one of the following:
n
Type the name of the Profile you want to edit and press Enter. For
example, type HELPDESK TECH. Remember that profile names are
case-sensitive.
n
Click Search to perform a true query that retrieves a list of all current
profile records. Double-click the record you want to view.
The Profile record appears.
5 Edit the record.
When you edit Change Management and Request Management profiles, you
must rebuild the Message group definitions. The Message group definition
record stores the individual login IDs of the group’s members (reviewers)
and approvers who will receive notification and messages during a change or
request project.
From the Options menu, click Rebuild Group to apply the Message group
definition member list (reviewers and approvers) changes.
6 Click OK or Save. The status bar displays this message:
The User profilename Profile record updated
where profilename is the name of the application with the updated security
profile.
Note: User groups or operators with this profile will have their access rights
changed to reflect this updated profile as long as you do not change the
profile name. If you change the profile name, the user group or
operator retain the old assigned profile.
40 uChapter 2—User Profiles
3
Service Management
CHAPTER
When a call comes in to a help desk to report an incident, the operator opens
a call report in Service Management. All pertinent data regarding the call is
recorded in the report and a category is assigned to the call. If the incident
being reported can be resolved at the time by the help desk operator, the call
is closed and no further action is required. If the incident being reported
requires the attention of another technician, an incident ticket can be opened
directly from the call report. Incident tickets opened in this manner are
quickly generated since they contain all the necessary information recorded
in the call (for example, SLA involved, contract affected). This chapter
describes how to administer the Service Management module.
Read this chapter for information about:
n
n
n
n
n
n
n
n
n
Accessing Service Management on page 42
Administering Service Management on page 43
Accessing the Security Files on page 44
Managing User Information on page 49
Setting Privileges and Views in the Service Management Profile on page 53
Maintaining Inboxes on page 56
Accessing the Macro List Editor on page 57
Accessing Probable Cause Records on page 58
Accessing the Knowledge Base on page 60
Service Management t 41
ServiceCenter
Accessing Service Management
You can access Service Management forms for administrative purposes from
the Service Management section of the ServiceCenter home menu, or from
the Central Administration Utilities.
Central Administration Utilities is a central control utility that allows a
system administrator to access the operator’s record for user and contact
information, application profile privileges, and the Mandanten utility. This
central control utility gives the system administrator the ability to access and
control several users or a group from one central location, rather than having
to go to the individual ServiceCenter modules.
To learn more about using Central Administration Utilities, see the System
Administrator’s Guide.
To access Service Management:
1 Click Service Management in the ServiceCenter home menu.
Figure 3-1: ServiceCenter home menu
42 uChapter 3—Service Management
Application Administration Guide
Figure 3-2 shows the Service Management menu.
Figure 3-2: Service Management menu
The buttons on the Service Management menu allow you to open new Call
records, access existing records, and configure the module.
Administering Service Management
This section discusses how to administer Service Management by adding and
editing users and security profiles, and selecting Service Management
Relationship Models. See the System Administrator’s Guide, Central
Administration Utilities, to learn about deleting users.
As a system administrator, you can add or edit ServiceCenter users from
within Service Management and manage user profiles. You can restrict
certain user rights and control the forms that your users see when accessing
different parts of Service Management. The utilities that accomplish this are
similar to those in Incident Management.
Security Files
Service Management contains built-in security. Through this security, you
can define the capabilities for individual users (operators). For example,
certain users may not have the rights to close call reports, while others may.
Administering Service Management t 43
ServiceCenter
Users
Each person who logs onto ServiceCenter must have a personal information
record stored in the operator file. Information associated with a user includes
personal data, such as name, address, phone numbers, and login name, and
password for ServiceCenter. ServiceCenter operator records also store
capability words for a given user. Without an operator record, a user cannot
log onto ServiceCenter. A user can belong to a group or utilize a Profile.
Profiles
Users must have a Service Management Profile in their operator record, or
use the default, in order to gain access to the Service Management module.
Records in the smenv file store Service Management rights and privileges
information, such as, whether or not a user can close a call report. Profiles
also store information that may affect the way Service Management looks
and behaves. For example, a profile can define a personal search form for a
specific user.
To learn more about application profiles, see User Profiles on page 21.
Environment Record
Service Management contains an environment record that defines options
that affect the functionality of the Service Management module for all Service
Management users. Some of the typical options stored in this record include:
n
The relationship model
n
Access rights
n
A default category
Accessing the Security Files
To access security files from the Central Administration Utilities, see User
Profiles on page 21.
To access security files from the Service Management Menu:
1 Click Service Management in the ServiceCenter home menu. The Service
Management menu appears.
44 uChapter 3—Service Management
Application Administration Guide
2 Click Security Files. Figure 3-3 shows the Service Management Security
Administration Utility menu.
Figure 3-3: Service Management Security Administration Utility
3 Click Back or Return to return to the Service Management menu.
Security Files Tab
The Security Files tab enables you to:
n
Add or edit ServiceCenter users.
n
Search for and Add Service Profile records.
n
Access the Inbox Maintenance Utility.
n
Access the Macro Editor.
n
Access the Probable Cause file.
Administering Service Management t 45
ServiceCenter
Environment Tab
The Environment tab, shown in Figure 3-4, allows you to make general
settings for all users of Service Management.
Figure 3-4: Environment tab
Service Management Record Relationship Models
The Service Management Relationship Models (SMRMs) are different
methods that can be used to control the relationships between records inside
ServiceCenter. Currently the SMRMs affect four record types: Service
Management Calls, Incident Management Tickets, Change Management
Changes, and Request Management Quotes.
ServiceCenter provides five models for managing the relationship between
records in the principal modules:
n
Full Service Management Model.
n
All Records close Independently.
n
Close Calls when Related Record closes.
n
Cannot close Related Record until Calls are closed.
n
Cannot close Calls until Related Records are closed.
46 uChapter 3—Service Management
Application Administration Guide
Full Service Management Model
In this model, the state of a call is changed when each related record is closed,
based on the value of the Notify By (callback) field in the call report.
The following callback options are available.
n
None. The call is closed.
n
Email. An e-mail is sent to the contact listed in the call informing contact
that the related record has been closed. The call is then closed.
n
Page. A page is sent to the contact listed in the call. The call is then closed.
n
Telephone. A required action is added for the call. This action tells the user
why the customer needs to be contacted. It also prevents the call from
being closed until all required actions have been inactivated. The call then
goes into the Open- Call back state.
All Records Close Independently
In this model, all Call records close independently. The state of related
records has no bearing on whether a record can be closed. Closing the Call
record does not affect records that are related to it.
Close Calls when Related Record Closes
In this model, when the last related record closes, the call is closed.
Cannot close Related Record until Calls are closed. In this model, records
related to a call cannot be closed until the call is closed.
Cannot Close Calls Until Related Records are Closed
In this model, a call cannot be closed until all related incident tickets, change
requests, and request management quotes are closed.
Administering Service Management t 47
ServiceCenter
General User Options
The following table lists general user options.
Option
Description
Allow Access
Without Operator
Record
Permits users who do not have a Profile for Service
Management to access the module by using the DEFAULT
profile. See the System Administrator’s guide for more
information.
Delay Assigning Call No reference number is assigned to a call until after New is
Number?
clicked in the initial call report form.
Note: When this delay number is set to true, there is no
unique identifier to tie an attachment within the file.
Attachments cannot be saved when you open an incident,
but only when saving an update to the file after the unique
identifier has been assigned.
Use Operator Full
Name?
System uses the name entered in the Full Name field of the
operator record when time stamping call reports (on open,
update, and so on) instead of using the operator’s login
name.
Return to Blank
Call?
System returns the user to a blank (new) call form after the
creation of an incident ticket.
Post resolution to
Calls?
System posts the resolution of a closed ticket to the related
call report.
Auto-Post Solution System automatically posts solutions from an incident ticket
Candidates?
to the Global Knowledge feature if the Solution Candidate
check box is selected.
Thread incoming
calls (CTI)?
If this check box evaluates to true (selected) for users of
Computer Telephony Integration, a Take New Call form
opens each time a call is received. If this option evaluates to
false, the current call is saved and replaced by the information
from the incoming call.
Copy Associations
of Cloned Calls?
Whether or not you want to copy the associations to other
records when cloning a call.
IM Post back Link
Link record used to post information from a related Incident
to the Call when the Incident is closed.
CM Post back Link
Link record used to post information from a related Incident
to the Call when the Change is closed.
48 uChapter 3—Service Management
Application Administration Guide
Option
Description
RM Post back Link
Link record used to post information from a related Incident
to the Call when the Request is closed.
Copy/Open Link
When you copy a ticket, data from the ticket specified here
will be copied to the new ticket based on the link record.
Managing User Information
You can add or edit a ServiceCenter user from the Central Administration
Utilities. Within these utilities, you can add or edit a user’s information,
including contacts, user profiles, and passwords. See the System
Administrator’s Guide for detailed information about user access and security
administration from the Central Administration Utilities.
To add and edit a user within the Service Management Security
Administration Utility form, see the steps described in Adding a User on
page 49 and Editing User Records on page 51.
Adding a User
To add a user in Service Management:
1 Click Service Management in the ServiceCenter home menu. The Service
Management menu appears.
2 Click Security Files. The Service Management Security Administration form
appears.
3 Click Add in the Users structure. A dialog box prompts you to type the name
of the user you want to add.
4 Type the name of the new Service Management user. For example, you can
add a user named Joe.User.
5 Click OK or press Enter.
6 A dialog box displays a prompt to clone another user. Click Yes to clone
another user and do one of the following:
n
Select an existing operator record to copy and modify. Either click the
drop-down arrow to display a QBE list of existing user records or type the
name of the user you want to copy. As you type the first few letters, the
name is placed in the field. For this example, type B and BOB.HELPDESK fills
the field.
n
Select a blank record.
Administering Service Management t 49
ServiceCenter
7 Click OK.
The new operator record appears with the new operator’s name in the Login
Name text box.
Figure 3-5: Operator record
8 Modify the operator record as needed. Refer to the System Administrator’s
Guide for instructions on creating new operator records.
9 Specify a Resource Type on the Login/Contact Profiles tab.
10 Click Add to save the new operator record.
11 A dialog box displays a prompt to ask if the new user already has a contact
record.
a Click No.
b Enter the user’s contact name by typing it in, or by selecting it from the
drop-down list.
c Click OK.
d Modify the contact information as needed.
e Click Add to save the contact record. The status bar displays this message:
Contact Information record added.
50 uChapter 3—Service Management
Application Administration Guide
12 Click OK to return to the Service Management Security Administration
Utility menu. The status bar displays this message: The New User Process is
finished.
Based upon the User Role selected when the Operator record was added, the
Service profile application access privileges and views are assigned.
Editing User Records
Controls in the security files allow you to edit a user’s Service Management
Profile records and operator record.
Note: To add a new user by copying an existing profile, see Adding a User on
page 49.
To edit existing user records:
1 Click Service Management in the ServiceCenter home menu. The Service
Management menu appears.
2 Click Security Files in the Service Management menu. The Service
Management Security Administration form appears.
3 Click Edit in the Users area. A dialog box displays a prompt to select an
operator record to edit.
4 Click OK or select an operator from the record list. The CAU.operator form
appears and provides access to editing the operator’s record, user profiles,
and assignment/message groups.
5 Make any necessary changes to the various records, and then click Save or
OK.
Adding or Editing Service Profiles
If the application profile settings need to be different, you can add a new
profile or edit the existing profile.
To add a profile:
1 Click Service Management in the ServiceCenter home menu. The Service
Management menu appears.
2 Click Security Files.
3 Click Search/Add in the Service Profiles structure. The Service Profile
appears.
4 Enter the name of the Service Management profile you want to add.
Administering Service Management t 51
ServiceCenter
5 Select the appropriate parameters for the user. For more information, see
Setting Privileges and Views in the Service Management Profile on page 53.
6 Click Add to save the Profile record.
To add a new profile using an existing profile:
1 Check the User Role in the Operator record to make sure the appropriate
profile settings apply, which are based on the User Role selected.
Note: If you select a different User Role, click Fill in the User Role field, so
that the applicable Service profile access privileges and views are reset
appropriately for each module.
2 Click Find to the right of the Service Profile field. The User Service Profile
form displays.
3 Modify the privileges as necessary.
4 Enter a new name in the Profile Name field.
5 Click Add.
Note: Clicking Add keeps the original profile you modified and adds the new
profile as long as you entered a new name in the Profile Name field.
Clicking Save would overwrite the original profile with the changes to
the privileges and a new profile name.
To edit a profile:
1 Check the User Role in the Operator record to make sure the appropriate
profile settings apply, which are based on the User Role selected.
Note: If you select a different User Role, click Fill in the User Role field, so
that the applicable Service profile access privileges and views are reset
appropriately for each module.
2 Click Find to the right of the Service Profile field. The User Service Profile
form displays.
3 Modify the privileges as necessary.
4 Click Save.
52 uChapter 3—Service Management
Application Administration Guide
Setting Privileges and Views in the Service Management Profile
The Service Management profile form is used to define Profiles for users who
plan to access Service Management. For an out-of-box defined solution,
select the appropriate User Role for your new operator. (See the System
Administrator’s Guide for information on User Roles.) The selected User Role
in an operator record plays an important part in deciding what application
profiles are going to be assigned to the user.
For more information about the privileges and views assigned for this profile,
see Service Management Privileges and Views on page 53. To learn about
adding and editing user profiles, see Adding a Profile on page 32 and Editing
Profiles on page 39.
Service Management Privileges and Views
Privileges and views define the user’s access privileges and views within the
Service Management module. Figure 3-6 shows the SM Security Profile form.
Figure 3-6: SM Security Profile record
Administering Service Management t 53
ServiceCenter
The following table lists Security Profile fields.
Field
Description
Browse
Allows the user or group to view existing call reports.
Open
Allows the user or group to create new call reports.
Update
Allows the user or group to change existing call reports.
Close
Allows the user or group to terminate existing call reports.
Find
Provides access to ServiceCenter’s Find function in Service
Management.
Fill
Provides access to ServiceCenter’s Fill function in Service
Management.
Print
User or group has print capabilities in ServiceCenter.
Views
Provides access to defined alternate forms when viewing a
call report.
Count
User or group can count the number of tickets in a QBE list
by clicking Count.
Advanced Search
Provides access to ServiceCenter’s advanced search
capabilities to query for information.
Use Operator Full
Name
System uses the name from the Full Name field of the
operator record when time stamping call reports (on open,
update, and so on) instead of using an operator’s login
name.
Can Create Personal
Inboxes
Allows the user or group to create personal inboxes for their
own use. Creating inboxes is discussed in the User’s Guide.
Can Create Global
Inboxes
Allows the user or group to create global inboxes for all
Service Management users. Creating inboxes is discussed in
the User’s Guide.
Lock on Display
Locks the incident ticket the user has displayed on the
screen, whether or not any modifications are being made.
No other users can display or modify the ticket. If Lock on
Display is not selected, an exclusive lock is set on the record
only when it is being modified. If the record is only being
displayed, other users can display or modify that record.
Can Notify
Gives access to the Notify function
Initial Inbox
Defines the default inbox for the user or group in Service
Management.
54 uChapter 3—Service Management
Application Administration Guide
Field
Description
Initial Format
Form displayed to the user or group when opening a call
report. The default is cc.incquick.
Edit Format
Form displayed to the user or group when editing an
existing call report. The default is cc.incidents.
Search Format
QBE form displayed to the user or group when searching
for existing call reports. The default is cc.incidents.
List Format
Form used to display a record list. The default is
incidents.qbe.
Manage Format
Form displayed when the user or group presses Call Queue.
The default is sc.manage.call.
Print Format
Form used by the system for printing call reports for the
user of group.
New Thread: Inbox
> Search
Keeps the inbox displayed in a different window after a
search is run from that inbox.
New Thread: Search
> List
Keeps the search form open after a QBE list displays.
New Thread: List
> Edit
Keeps a QBE list form displayed when a record is accessed.
New Thread: Inbox
> Edit
Keeps an inbox displayed after a record is accessed.
Note: Threading allows the previous window to remain
displayed when a new record is accessed. For example,
when a record is accessed from a QBE list, the QBE list
remains after the record opens in a new window.
Administering Service Management t 55
ServiceCenter
Maintaining Inboxes
You may add, edit, and delete inboxes from the Service Management Security
Administration Utility. These are the same inboxes used by Incident
Management, and the procedures for maintaining them are identical. For
detailed instructions on adding, editing, and deleting inboxes, see the User’s
Guide.
Figure 3-7: Inbox Maintenance form
To access inbox maintenance features:
1 Click Service Management in the ServiceCenter home menu. The Service
Management menu appears.
2 Click Security Files. The Service Management Security Administration
Utility form appears.
3 Click Inboxes. The apm.inbox.edit form with add, edit, and search
capabilities appears.
56 uChapter 3—Service Management
Application Administration Guide
4 Click Search. Figure 3-8 shows a QBE list of available inboxes.
Figure 3-8: Inbox Maintenance: Basic tab
5 Click the inbox you want to view. The Service Management Inbox
Maintenance shown in Figure 3-7 on page 56 form appears.
Accessing the Macro List Editor
You can create, edit, and delete macros from the Service Management
Security Administration Utility. For more information, see the System
Administrator’s Guide or the System Tailoring Guides.
Accessing the Macro List Editor t 57
ServiceCenter
To open the Macro List:
u
Click Macro List in the Security Administration Utility form. Figure 3-9
shows the Macro List.
Figure 3-9: Available Macro list
Accessing Probable Cause Records
Call reports have a field called Cause Code, which performs a Find and Fill
function that references data from probable cause records. The Cause Code
can be used to categorize and assign incident tickets opened from call reports.
58 uChapter 3—Service Management
Application Administration Guide
To access Probable Cause records:
u
Click Probable Cause in the Security Administration Utility. Figure 3-10
shows the Probable Cause form.
Figure 3-10: Probable Cause record
As the ServiceCenter administrator, you can modify these records or create
new probable cause records tailored to your system. For more information,
see Probable Cause on page 99.
Accessing Probable Cause Records t 59
ServiceCenter
Accessing the Knowledge Base
ServiceCenter allows you to make plain language queries for information (for
example, information about an incident ticket or a question about
equipment) using a Knowledge Base form. For example, a query can yield a
list of incident tickets.
To access the Knowledge Base:
u
Click Search Knowledge Base in the Service Management menu. Figure 3-11
shows the Knowledge Base search form.
Knowledge Area
Query Options
Message Area
Search
Clear Data
Figure 3-11: Knowledge Base search form
For more information, see the ServiceCenter User’s Guide.
60 uChapter 3—Service Management
de
4
Incident Management
CHAPTER
Incident Management allows help desk personnel to track reported incidents
and spot trends before incidents become too large. The ServiceCenter
Incident Management module allows a help desk operator to report various
types of incidents: software, equipment, facilities, network, and so on.
Support personnel can also track the progress of resolving these incidents.
Incident Management automates the process of reporting and tracking an
incident or groups of incidents associated with a business enterprise. This
chapter describes administration of ServiceCenter’s Incident Management
module.
Read this chapter for more information about:
n Incident Management Overview on page 62
n How Incident Management Works on page 62
n Accessing Incident Management on page 64
n Administering Incident Management on page 66
n Configuring the Incident Management Environment on page 108
n Status, Alerts, and Escalation on page 111
n The Two-Step Close on page 113
n Accessing Other Utilities on page 121
For instructions about creating, updating, and closing incident reports, refer
to the ServiceCenter User’s Guide.
Incident Management t 61
ServiceCenter
Incident Management Overview
Help desk operators open incident tickets (called problem tickets in earlier
releases of ServiceCenter) for the type of incident reported.
A help desk operator can open a call report in Service Management to log a
call without opening an incident ticket. A call record is useful when someone
reports an incident to the help desk that requires no further action to resolve
the incident. An incident ticket also can be opened from a call report.
Incident tickets are message carriers of incident information, like an e-mail
system for incident communication. Incident tickets can be:
n
Created and opened by help desk operators or automatically opened by
ServiceCenter’s Event Services utility. Refer to Event Services Guide for
more information.
n
Sent automatically to the proper system personnel.
n
Tracked and resolved by those personnel and system managers.
n
Sent by e-mail or fax to the user with a resolution to the incident.
n
Linked to other modules, such as SLA or Contract Management, that deal
with service agreements.
Incident tickets can be categorized to classify tickets by the type of incident
or problem being reported. For example, an incident ticket describing a
server incident stores different information than an incident ticket reporting
a printer problem.
Incident tickets can be prioritized, escalated, and assigned to different
personnel who are responsible for certain areas of a network or business. For
administrative personnel, automatic escalation and other process control
functions prevent incidents from exceeding service level agreements.
How Incident Management Works
Network users experience incidents with their computers or the services
associated with the computer, such as printing. The users call their help desk
to report such incidents. On a large network, support personnel are kept very
busy, and you do not know if an incident is being fixed. The user may have
to call again and leave a message, if the operator is not available. This process
gets very frustrating for the user.
62 uChapter 4—Incident Management
Application Administration Guide
Service Management allows a help desk operator to keep track of calls by
opening (creating) a call report. If a reported incident requires further action,
an Incident Management ticket can be opened to track the incident. Forms
are provided for various incident categories, and a Fill function allows an
operator to complete portions of a ticket from a list of possible choices. The
help desk operator then reviews the incident ticket to decide what action to
take. If the incident needs to be resolved by another technician or
department, the incident ticket can be forwarded. Once the incident is
resolved, the incident ticket can be returned to the operator who opened it,
with the resolution for confirmation. An incident ticket can also be reviewed
before it is closed by anyone responsible for its resolution.
For example, if a user cannot print to the network printer, the user calls the
help desk. From there, the help desk operator opens a call report to make a
record of the call. In talking with the user, the operator discovers that the
incident cannot be resolved during the phone call and must open an incident
ticket. The operator sends the ticket to a technician, who discovers that the
printer’s network connection is broken. The technician updates the incident
ticket and forwards the ticket to the network administrator, with a message
that the printer connection is broken. The network administrator has the
incident repaired, and closes the ticket. The service desk then informs the
user that the ticket has been closed. All phases of this incident are covered
from opening a call report and escalating the incident to having the problem
resolved and closing the ticket.
Incident Management allows you to view related call reports and incident
ticket records automatically. These dependent records can be selected and
opened directly from the list view. Call reports and incident tickets are
categorized to prevent different types of incidents from getting lost in the
shuffle. For example, an incident ticket describing an e-mail incident stores
different information than an incident ticket for a printer.
Incident Management is more than a message service. The appropriate
personnel can escalate and reassign incident tickets. The system can also
automatically issue alerts or escalate an incident that is not getting resolved.
If a network printer is down, a technician or manager can escalate the
incident to a higher priority to ensure the incident gets fixed quickly.
How Incident Management Works t 63
ServiceCenter
Accessing Incident Management
You can access Incident Management for administrative purposes from the
Incident Management section of the ServiceCenter home menu, or from the
Central Administration Utilities.
Central Administration Utilities allow a system administrator to access the
operator’s record for user and contact information, application profile
privileges, and the Mandanten utility. This allows the administrator to
control and access several users or a group’s access from one central location,
rather than having to control access from within each module or utility. For
more information, see User Profiles on page 21 and the System
Administrator’s Guide.
To access Incident Management:
1 Log on to ServiceCenter with a system administrator profile, such as falcon.
2 From the ServiceCenter Home menu, click Incident Management, as shown
in Figure 4-1.
Figure 4-1: ServiceCenter home menu
64 uChapter 4—Incident Management
Application Administration Guide
Figure 4-2 shows the Incident Management menu.
Figure 4-2: Incident Management menu
Click a button to access Incident Management’s various functions and
utilities, such as incident ticketing, along with ServiceCenter functions, such
as mail and system monitor.
The Tools tab accesses the Incident Management Tools (utilities). For more
information, see the following sections:
n
Reset Downtime on page 122
n
Build/Refresh Summary on page 123
n
Alternate method on page 127
n
Probable Cause on page 99
n
Categories on page 81 and Predefined Incident Management Categories on
page 82
n
Inventory Management on page 169
Accessing Incident Management t 65
ServiceCenter
Administering Incident Management
This section discusses how to administer Incident Management by:
n
adding and editing users, profiles, and category records.
n
deleting profiles and category records.
Access is controlled through the application’s security module.
Security Files
Incident Management contains built-in security. Through this security, you
can define the capabilities of individual users (operators). For example,
certain users may not have the rights to close incident tickets, while others
may.
Environment
Incident Management contains an environment record that defines options
that affect functionality of the Incident Management module for all Incident
Management users. Some of the typical options stored in this record include:
n
the default category for new incident tickets.
n
Incident Management paging control.
n
Distributed ticketing controls.
For more information, see Configuring the Incident Management
Environment on page 108.
Users
Each person who logs into ServiceCenter is a user. Each user must have a
personal information record stored in the operator file. Information
associated with a user includes personal data such as name, address, phone
numbers, login name, and password for ServiceCenter. ServiceCenter
operator records also store capability words (as described below) for a given
user. Without an operator record, a user cannot log onto ServiceCenter.
66 uChapter 4—Incident Management
Application Administration Guide
Profiles
Users must have an Incident Management Profile in their operator record, or
use the default, in order to gain access to the Incident Management module.
Records in the pmenv file store Incident Management rights and privileges
information, such as, whether or not a user can close incident tickets. Profiles
also store information that may affect the way Incident Management looks
and behaves. For example, a profile can define a personal search form for a
specific user. For more information, see User Profiles on page 21.
Capability Words
Incident Management security is mostly managed through profiles. In
previous releases, capability words in the user’s operator’s record controlled
a user’s privileges. Incident Management uses the following capability words.
Capability Word
Description
SysAdmin
Grants the user system administrator authority to run
administrative utilities for all ServiceCenter modules.
ProbAdmin
Grants the user administrative status only for the Incident
Management module.
Problem Management Grants use of the Incident Management module.
These capability words are entered in the user’s operator record by an
administrator to provide these privileges. For a complete list of capability
words, see the ServiceCenter System Administrator’s Guide.
Accessing the Security Files
To access security features from the Central Administration Utilities, see the
System Administrator’s Guide.
To access security features from the Incident Management menu:
1 From the ServiceCenter home menu, click Incident Management. Click
Security Files in the Incident Management menu. Figure 4-3 on page 68
shows the Security Administration form.
Administering Incident Management t 67
ServiceCenter
Figure 4-3: Incident Management Security Administration: Security Files tab
2 Select a security feature to edit, or click Back to return to the menu.
Security Files Tab
The Security Files tab allows you to add or edit:
n
Incident profiles
n
Assignment Groups
n
Categories
n
Downtime
n
Summary Link
n
Probable Cause
n
Users (including the ServiceCenter operator record)
n
Macro List
n
Inboxes
n
Cost Management
68 uChapter 4—Incident Management
Application Administration Guide
Environment Tab
The Environment tab allows you to make settings for the Incident
Management Environment. For more information, see Configuring the
Incident Management Environment on page 108.
Managing User Information
You can add or edit a ServiceCenter user from the Central Administration
Utilities. Within these utilities, you can add or edit a user’s information,
including contacts, user profiles, and passwords. For more information
about the CAU, see the System Administrator’s Guide.
To add and edit a user within the Incident Management security files, see the
steps described in Adding a User on page 69 and Editing User Records on
page 71.
Adding a User
To add an Incident Management user:
1 From the ServiceCenter home menu, click Incident Management. Click
Security Files. The Incident Management Security Administration utility
appears.
2 Click Add in the Users section. A dialog box appears.
3 Type the name of the new Service Management user. For example, you can
add a user named Joe.User.
4 Click OK or press Enter.
5 A dialog box displays a prompt to clone another user. Click Yes to clone
another user.
6 Do one of the following:
n
Select an existing operator record to copy and modify. Either click the
drop-down arrow to display a QBE list of existing user records or type the
name of the user you want to copy. As you type the first few letters, the
name is placed in the field. For this example, type B and BOB.HELPDESK fills
the field.
n
Select a blank record.
Administering Incident Management t 69
ServiceCenter
7 Click OK. Figure 4-4 shows a new operator record with the new operator’s
name in the Login Name text box.
Figure 4-4: Operator Record
8 Modify the operator record as needed. For more information, see the System
Administrator’s Guide.
9 Specify a Resource Type on the Login/Contact Profiles tab.
10 Click Add to save the new operator record.
11 A dialog box displays a prompt that asks if the new user already has a contact
record.
12 Click No.
13 Type the user’s contact name, or select it from the drop-down list. Click OK.
14 Modify the contact information as needed. Click Add to save the contact
record.
15 Click OK to return to the Incident Management Security Administration
Utility menu. The status bar displays this message: The New User Process is
finished.
16 Based upon the User Role selected when you added the Operator record, the
Incident profile application access rights and privileges are assigned.
70 uChapter 4—Incident Management
Application Administration Guide
Editing User Records
Controls in the Security Administration Utility enable you to edit user
Incident Management Profile records and the operator record.
Note: To add a new user by copying an existing profile, see Adding a User on
page 69.
To edit existing user records:
1 From the ServiceCenter home menu, click Incident Management. Click
Security Files. The Incident Management Security Administration utility
appears.
2 Click Edit in the Users structure.
3 Select an operator from the drop-down list. The CAU.operator form displays
the operators record, application profiles, and assignment/message groups.
4 Make any necessary changes to the various records, then click Save or OK.
Adding Incident Profiles
The IM Security Profile is used to define Incident Profiles and Assignment
Groups for Incident Management users. The Profile form contains privileges
and views parameters to help define user profiles. If the application profile
settings need to be different, you can add a new profile or edit the existing
profile.
To add a user profile:
1 From the ServiceCenter home menu, click Incident Management. Click
Security Files. The Incident Management Security Administration utility
appears.
2 Click Search/Add in the Incident Profiles structure. The Incident Profile
appears.
3 Enter the name of the Incident Management profile you want to add.
4 Select the appropriate parameters for the user. For more information, see
Setting Privileges and Views in the Incident Management Profile on page 73.
5 Click Add to save the Profile record.
To add a new profile using an existing profile:
1 Check the User Role in the Operator record to make sure the appropriate
profile settings apply, which are based on the User Role selected.
Administering Incident Management t 71
ServiceCenter
Note: If you select a different User Role, click Fill in the User Role field, so
that the applicable Service profile access privileges and views are reset
appropriately for each module.
2 Click Find to the right of the Incident Profile field. The User Incident Profile
form appears.
3 Modify the privileges as necessary.
4 Type a new name in the Profile Name field.
5 Click Add.
Note: Click Add to keep the original profile you modified and add the new
profile as long as you entered a new name in the Profile Name field.
Click Save to overwrite the original profile with the changes to the
privileges and a new profile name.
Editing Incident Profiles
Incident Management allows you to set operator profiles for users of the
module. These profiles supplement and further restrict any rights defined in
a user’s operator record. By default, no options are selected. These options
allow you to control access to Incident Management.
Note: For more information, see Adding a User on page 69.
To edit a Profile record:
1 From the ServiceCenter home menu, click Incident Management. Click
Security Files. The Incident Management Security Administration utility
appears.
2 Click Search/Add in the Incident Profiles structure.
3 Do one of the following:
n
Enter the name of an Incident Management Profile you want to edit and
press Enter.
n
Click Search to perform a true query and retrieve a list of all current
Incident Management Profile records. From the displayed queue screen,
select a record to view and modify by double-clicking on the Name in the
record.
4 Update the fields you need to modify. Click OK or Save. The status bar
displays this message: User Incident Profile record updated.
72 uChapter 4—Incident Management
Application Administration Guide
Setting Privileges and Views in the Incident Management Profile
The Privileges tab defines the user’s rights in Incident Management.
Figure 4-5 shows the Profile record on the Privileges tab.
Figure 4-5: IM Security Profile record: Privileges tab
The following table describes the fields on the Privilege tab.
Privilege
Description
Browse
View existing incident tickets.
Open
Create new incident tickets.
Update
Change existing incident tickets.
Close
Close or resolve existing incident tickets.
Inactivate
Part of the two-step close process. Close or inactivate a
resolved ticket after contacting the customer.
Administering Incident Management t 73
ServiceCenter
Privilege
Description
Mass Inactivate
Part of the two-step close process. Close or inactivate groups
of resolved tickets. Be cautious in assigning this privilege,
because tickets can be accidentally inactivated.
Log
Quick-Open an incident ticket.
Reopen
Reactivate a closed ticket.
Find
Use ServiceCenter’s Find function in Incident Management.
Fill
Use ServiceCenter’s Fill function in Incident Management.
Notify
Forward annotated tickets to other ServiceCenter users or to
external e-mail.
Lock on Display
Locks the incident ticket on the screen, whether any
modifications are being made. No other users can display or
modify it. If you do not select Lock on Display, an exclusive
lock is set on the record only when it is being modified. If you
display the record without modifying it, other users can
display or modify the record.
Print
Enable print capability in ServiceCenter.
Views
Use Incident Management’s Views function to see incident
tickets in defined alternate forms.
Count
Activates the count option in a QBE list to count the number
of tickets in the list.
Can Suspend
Put a ticket into Suspend status.
Can Unsuspend
Take a ticket out of Suspend status
Advanced Search
Use advanced search capabilities to query for information.
Database Access
Access the Database Manager from the Options menu of an
incident ticket.
Duplicates
Check for duplicate incident tickets when you open a new
ticket.
New Category
Change the category of an incident ticket to another category.
Notes
Add notes to an incident ticket.
74 uChapter 4—Incident Management
Application Administration Guide
Privilege
Description
Override
Close related call reports when closing an incident ticket. If
this option is false (deselected), related calls are processed
normally when an incident ticket is closed depending on the
selected relationship model from the Incident Management
Environment.
Note: If you select Override in the Incident profile setting,
then related calls will be closed, but no notifications will be
sent out.
Allow Inefficient
Query
Specify partially-keyed queries, which are queries without a
complete set of information to do a search. Setting supersedes
the setting in the Incident Management Environment Record.
Note: If Skip Query Warning is true, ServiceCenter overrides
this option.
Skip Query
Warning
Turn off the warning message normally sent when a
partially-keyed query is entered. Setting to true (selected)
overrides the option set in Inefficient Query.
Can Create
Personal Inboxes
Create personal inboxes for personal use. For more
information, see the ServiceCenter User’s Guide.
Can Create Global Create global inboxes for all Incident Management users. For
Inboxes
more information, see the ServiceCenter User’s Guide.
Can use Callback
List
Use the Callback List, which is a list of contacts who can be
notified when an incident ticket is closed.
Check Similar
Known Errors
Use IR Expert to search the rootcause file for existing Known
Error tickets similar to the ticket being opened.
Check Similar Root Use IR Expert to search the rootcause file for existing Root
Causes
Cause tickets that are similar to the ticket being opened.
Check Similar
Incidents
Use IR Expert to search the probsummary file, based on the
probsummary IR key, for existing incident tickets that are
similar to the ticket being opened.
Check Incident
Duplicates on
Device
Search the probsummary file for existing open incident
tickets on devices with the same logical name as the devices in
a new ticket.
Check Incident
Duplicates on
Parents
Search the probsummary file for existing incident tickets on
parent or grandparent devices for the device listed in a new
ticket.
Administering Incident Management t 75
ServiceCenter
Views Tab
Figure 4-6 shows the IM Security profile record.
Figure 4-6: IM Security Profile record: Views tab
Assignment Groups
An Assignment Group is a set of users responsible for an incident ticket. This
group receives notification when an incident ticket is opened or escalates.
The groups are added in Incident Management by a ServiceCenter
administrator.
Assignment groups make the routing of incident tickets easier. For example,
the help desk receives a call that a PC is not functioning properly. The
incident is assigned to the IT Assignment Group. After looking at the PC, the
IT technician determines that the hard drive needs replacing. Since the drive
76 uChapter 4—Incident Management
Application Administration Guide
needs to be purchased, the ticket is updated and assigned to a Materials
Management group that takes care of acquisition. If the hard drive is not
purchased and the ticket is not closed in a set amount of time, the ticket is
automatically escalated and assigned to the operations manager.
Each Incident category definition includes a default Assignment Group for
all tickets in that category.
For example, the client system category can list IT as the Assignment Group
Name if the IT department is always the first group to handle client system
incidents.
Field
Description
Default Category
Allows you to set a default Incident Management category
for the user or group. The category’s form appears when a
user accesses the Incident Management module.
QBE Format
Name of the QBE form displayed when the user or group
queries the probsummary file. The default is
probsummary.qbe.
Search Format
Defines the default form used when the user or group
executes a query in Incident Management. If this field is
blank, the apm.search.probsummary form will display.
Manage Format
Allows the form displayed from the Incident Queue to be
specified. The default is sc.manage.problem.
Initial Inbox
Defines the default inbox for the user or group in Incident
Management. If this field is blank, all open tickets for the
user’s Assignment Groups will be displayed.
Initial Format
Causes the problem.open application to use the data entry
form named in the adjacent field when the user or group
opens an incident ticket. The default is apm.quick.
Initial Script
Causes the problem.open application to use the script named
in the adjacent field to prompt the user or group for the
required information.
Resolution Script
Causes Incident Management to use the script named in the
adjacent field to automatically update the Incident summary
record when an incident ticket is inactivated.
Auto-Notify Format Name of the form displayed when a user is automatically
notified of a resolved incident ticket.
Browse Format
Read only field. Name of the form the user or group sees
when browsing incident tickets.
Administering Incident Management t 77
ServiceCenter
Field
Description
Incident Macro Mail Used to store the format name that you wish to use when
Format
sending out an e-mail of a problem via macros. This field is
also used when a call is set to notify by e-mail. If an incident
is closed, and the related call is set to notify by e-mail, it will
uses the format identified by this field. This will override the
default print/text format, however if left blank, it will use the
incident print/text format.
New Thread: Inbox
> Search
Keeps the inbox displayed after a search is run from that
inbox.
Note: Threading allows the previous window to remain
displayed when a new record is accessed. For example,
when a record is accessed from a QBE list, the QBE list
remains displayed after the record is opened in a new
window.
New Thread: Search Keeps the search form open after a QBE list appears.
> List
New Thread: List
> Edit
Keeps a QBE list form displayed when a record is accessed.
New Thread: Inbox
> Edit
Keeps an inbox displayed after a record is accessed.
Assignment Groups
Lists the Assignment Groups to which the user or group can
reassign incident tickets.
Authorized
Categories
Allows you to set the Incident Management and Service
Management categories available to the user or group in this
profile.
Adding a New Assignment Group
To add an Assignment Group:
1 From the ServiceCenter home menu, click Incident Management. Click
Security Files. The Incident Management Security Administration utility
appears.
2 Click Search/Add in the Assignment Groups structure.
3 To add a profile, type the name of the group in the Assignment Group field.
For example, you can add a group called assign.test.
78 uChapter 4—Incident Management
Application Administration Guide
4 In the Calendar Name field, click Browse or Fill to enter the Calendar Name,
if desired. Calendar Name identifies the work shift of the members of this
group work, for example, day shift, second shift, and so on. A record is added
from the calduty file. Refer to System Tailoring Guide for details on
ServiceCenter’s Calendar function.
5 In the Printer Name field, enter the printer where you want this group’s
incident tickets printed. This is an optional field and can be left blank. If no
printer is specified, the user’s default printer is used.
6 In the Alert Stage 2 field, use the Fill function to enter the group to whom
you want this Assignment Group’s notifications sent when an incident ticket
is escalated to Alert Stage 2.
7 In the Alert Stage 3 field, use the Fill function to enter the group to whom
you want this Assignment Group’s notifications sent when an incident ticket
is escalated to Alert Stage 3.
8 In the Reassignment Alert Group field, use the Fill function to enter the
Assignment Group to whom you want to send notification if a ticket got
reassigned too often and a reassignment alert occurs.
When users reassign an incident ticket, that ticket is updated. Since the ticket
is updated, the normal escalation process does not occur, even if no progress
is made on resolving the ticket. An incident ticket can be passed around
(reassigned) without getting resolved. Incident Management allows you to
set a limit (threshold) on the number of times a ticket can be reassigned. This
threshold value is set in the category record, which is discussed later in this
chapter. When this threshold is reached, Incident Management notifies the
group designated in this field.
9 Select Reset Assignment Group if you want incident tickets automatically
reassigned to an above defined alert group when an alert is issued. This
option is valid for all Alert levels, including Deadline Alert.
Note: When a ticket is reassigned, the assignment profile context changes.
If a ticket is reassigned to an assignment group on Alert Stage 2, the
reassignment on Alert Stage 3 depends on the assignment profile
definition of the group that received the ticket in the previous
escalation.
If you do not set this flag, notifications will be sent, but no
reassignments will be made.
Administering Incident Management t 79
ServiceCenter
10 Do one of the following:
n
Type the name of the Assignment Group manager, or select it from the
drop-down list, in the Manager Name field.
n
Specify a location where to send incident tickets using ServiceCenter
Distributed, under certain conditions:
n
In the Route Tickets to This Site, enter a location where tickets can be
sent if an expression evaluates to true.
n
Enter a boolean expression to trigger the re-routing of tickets in the If
this is true field. For more information, see the Distributed Services
Quick Start Guide.
11 Select the Operators tab. Figure 4-7 shows the Assignment Group operators.
Figure 4-7: Assignment Group Utility: Operators tab
12 Type the ServiceCenter Operator IDs for prospective users in this
Assignment Group. Do one of the following:
n
Type Operator ID in each blank field.
n
Choose the operator from the Operators field drop-down list.
80 uChapter 4—Incident Management
Application Administration Guide
There is no limit to the number of operators in an assignment group;
however, consider how many users should respond to an incident when you
create and populate a new assignment group.
13 Click Add or press F2 to save the Profile record and return to the Incident
Management Security Administration Utility.
Categories
Incident tickets, Call reports, Root Cause records, and Known Errors are
assigned to a category. Categories classify tickets and reports by type.
A category can determine:
n
who is responsible for resolving the call or incident (that is, the default
Assignment Group).
n
what information is needed to open an incident ticket.
n
an incident ticket’s severity.
n
the incident ticket’s priority.
n
how quickly the incident ticket must be resolved.
n
the time interval for escalating an incident ticket to a higher alert stage.
n
who must be notified as the incident ticket is escalated.
Escalation and alerts are discussed later in this chapter. The processing logic
for each category is essentially the same. However, ServiceCenter can use
different incident ticket forms for each category. Different tabs contain
category-specific information. For example, information needed to solve a
software incident is different than information needed to solve an equipment
incident. Some forms also have a Service Referral group of fields.
When you first enter information about an incident or call, you enter the
information in an initial form and select a category.
In Incident Management, once you click New to add a record, the form
associated with the category of the ticket appears. If a ticket is assigned the
wrong category, the appropriate category can be assigned after the ticket is
opened by someone with an appropriate Security Profile.
Administering Incident Management t 81
ServiceCenter
You may have other categories available in your initial incident form. A
ServiceCenter administrator can add and revise incident categories.
Categories also can be added and revised by a ServiceCenter user with
administrative privileges.
Categories are also used to assign incidents to a designated group for that
category. For more information, see Adding a New Assignment Group on
page 78.
You can use the Category utility to:
n
Update an existing category.
n
Delete an existing category.
n
Add a new category by modifying an existing category.
n
Create a new category from scratch.
Predefined Incident Management Categories
Each category record contains a series of fields defining Assignment Groups
for the Category, Open and Print options, Incident Management forms used
with the category, and triggers for alert levels. The example category that is
shipped with ServiceCenter is used in the samples in this section.
Category Tab
The following table lists predefined Incident Management categories.
Category
Description
business application Indicates an incident with a large, system-wide application.
change
Indicates an incident that prompts a change request.
client system
Indicates a hardware or software incident with a client
system.
enquiry
Indicates a request for information or a question.
example
Example category record in the standard ServiceCenter
system that can be copied and renamed when creating a
category.
network
Indicates a network incident.
other
Indicates a type of incident that does not fall into one of the
other predefined categories.
82 uChapter 4—Incident Management
Application Administration Guide
Category
Description
printing
Indicates an incident with printers and related accessories
(hardware, software and consummables, such as toner).
security
Indicates an incident with network, system or application
security.
shared
infrastructure
Indicates an incident with a shared hardware resource.
tbd
Indicates a type of incident that does not fall into one of the
other predefined categories.
telecoms
Indicates an incident with a telephony component, either
stationery or mobile.
Figure 4-8 shows the Category tab.
Figure 4-8: Category record: Category tab
Administering Incident Management t 83
ServiceCenter
The following table lists category record fields.
Field
Description
Category Name
A unique name used to identify this category record. This
field is read-only when editing category records.
Assignment Group
Name
A default Assignment Group to which incident tickets are
automatically assigned when using this category. You can
use the Fill function in this field.
Assignment
Expressions
An optional field Incident Management can evaluate before
sending an incident ticket to an Assignment Group.
Disable Alert
Paging?
Prevents new history page records from being added to an
incident ticket record when a ticket is escalated to alert
status. Instead, a line is added to the update.action field in
the last page of a ticket. Normally an escalation adds a page
to the incident document at each update.
Post Downtime
Requires Incident Management to calculate the downtime
of the devices affected by this ticket when the ticket is closed.
Active Category
Controls whether or not this category shows up in the global
lists and record lists.
Script Name
Identifies a ServiceCenter script to run when ever a ticket is
opened in this category.
Copy/Open Link
When you copy a ticket, data from the old ticket will be
copied to the new ticket based on the link record.
Override Default?
Overrides the Incident Management print option set in the
Company Record, and allows Old Style Printing. If the print
option is selected in the System Wide Company Record, a
hard copy is printed of the current incident ticket when an
open, update, or close is performed. Selecting the option
here does the opposite of the setting in the System Wide
Company Record. If printing is turned on in the System
Wide Company Record, this option turns the printing off,
and vice versa.
Format Name
Allows you to enter a form name that you want to use to
print incident tickets opened in this category. You can also
use the Fill function.
Open Print Fmt?
Prints incident tickets using the format specified when
tickets are opened in this category.
Update Print Fmt?
Prints incident tickets using the format specified when
tickets are updated in this category.
84 uChapter 4—Incident Management
Application Administration Guide
Field
Description
Close Print Fmt?
Prints incident tickets using the format specified when
tickets are closed in this category.
Company
Indicates that a category can be used by the entered
company. One help desk may be used for multiple
companies. Indicate which company uses a category with
this option. (This option can be set up to be used with
Format Control or validity to enforce the use of a category
by only certain companies.)
Formats tab
Each Incident Management form name on the Formats tab contains the
category name. This unique name identifies the category subformat that is
added to the appropriate Incident Management form. In the fields displayed
above, example in each form name, such as problem.example.open, specifies
which Incident Management form to display. An example subformat also
appears when you select the example category for an incident ticket.
Figure 4-9: Category record: Formats tab
Note: Always use the base format name. Never enter the .g variation of the
form.
Administering Incident Management t 85
ServiceCenter
The following table describes Display Formats options.
Display Format
Description
Open
Specifies the form to display when an incident ticket with this
category is opened. You can use the Fill function in this field.
Update
Specifies the form to display when an incident ticket with this
category is updated. Use the Fill function in this field.
Close
Specifies the form to display when an incident ticket with this
category is closed. Use the Fill function in this field.
Browse
Specifies the form to display when an incident ticket with this
category is being viewed in browse mode. Use the Fill function
in this field.
QBE
Specifies the form for the QBE list to display when a query is run
for an incident ticket with this category. Use the Fill function in
this field.
The following table describes Print Formats options.
Print Format
Default
Specifies the form to print when a print command is issued against
an opened, updated, or closed incident ticket with this category. It
is active for any of the other print format fields that have been left
blank.
Open
Specifies the form to print when a print command is issued against
an opened incident ticket with this category.
Update
Specifies the form to print when a print command is issued against
an updated incident ticket with this category.
Close
Specifies the form to print when a print command is issued against
a closed incident ticket with this category.
86 uChapter 4—Incident Management
Application Administration Guide
Alerts tab
Figure 4-10 shows the alerts tab.
Figure 4-10: Category record: Alerts tab
The following table describes the fields on the Alerts tab.
Field
Description
Interval
Sets this category’s time span for an incident ticket to be escalated to
the next alert level, that is, Stage 1, Stage 2, Stage 3, Deadline and
Reassignment. The format of this field is DDD HH:MM:SS.
Expression
Creates an expression to be used instead of the value in the Interval
field to escalate a ticket from the corresponding alert to the next alert
level. If no expression is entered, or if the expression evaluates to
UNKNOWN or FALSE, the alert interval is used. Expressions should
always be of the form: alert.time in $file = tod() + <interval>.
Administering Incident Management t 87
ServiceCenter
Field
Description
Reassign
Count
Threshold
Sets the number of times an incident ticket in this category can be
reassigned. When users reassign an incident ticket, that ticket is
updated. Since the ticket is updated, the normal escalation process
does not occur, even if no progress is made on resolving the ticket.
An incident ticket can be reassigned many times without getting
resolved. This threshold value sets the number of times a ticket can
be reassigned. When this threshold is reached, Incident Management
notifies the Reassignment Group designated in the Assignment
Group file after the reassignment interval has passed. See Adding a
New Assignment Group on page 78.
Deadline
Sets the Assignment Group to which an incident ticket in this
Alert Group category is set at a Deadline alert. You can use the Fill function in this
field.
Options Menu
The following options appear in the Options menu when the Incident
Management Category form is open.
Option
Description
Print
Record
Prints the Category record to the user’s default printer.
Edit Browse Accesses Forms Designer to edit the browse form for this category.
Format
Edit
Category
Format
Accesses Forms Designer to edit the structure this category adds to
incident tickets.
Edit Open
Format
Accesses Forms Designer to edit the open form that is opened on the
Formats tab.
Edit Update Accesses Forms Designer to edit the update form that is opened on
Format
the Formats tab. Accesses Forms Designer to edit the close form that
is opened on the Formats tab.
Edit QBE
Format
Accesses Forms Designer to edit the QBE list form for this category.
88 uChapter 4—Incident Management
Application Administration Guide
Adding a New Category
In creating a new category, you may add a subformat for that category. These
subformats are joined to incident tickets using the new category, and the
fields you have added are displayed in the ticket. The subformat may display
as a new tab or in the place of a subformat designed for an existing category
on which you have based your new category. The subformats are added in
Forms Designer. The same categories are used in Incident Management and
Service Management, and Root Cause Analysis.
Creating subforms saves a lot of work and time customizing the system.
Header and update categories remain the same for all categories. Only
category specific information has to be changed.
To add a new category record:
1 Click Add in the Categories area of the Incident Management Security
Administration Utility form, shown in Figure 4-3 on page 68.
2 Type a unique name for the new category. For this example, add a category
called testcat.
3 Click OK. Another prompt window appears.
4 Decided if you should base the new category on an existing category.
5 To base the new category on an existing category, select a category from the
drop-down list and click Yes. For this example, select the example client
system.
The status bar displays this message: The problem.testcat.close formatctrl
record was created. Do not complete the remaining steps. The task is
complete.
6 To create a new category, click No. A message asks if you want to edit the
category subformat that is the basis of the new category. Creating subforms
saves a lot of work and time customizing the system. Header and update
categories remain the same for all categories. Only category specific
information has to be changed.
7 To copy the subcategory as is, click No.
8 To edit the subcategory format, click Yes. The ServiceCenter Forms Designer
utility appears.
9 Click Design. The design form appears. See System Tailoring for information
on how to use this utility. Make the changes and click OK to save them.
10 Click OK again to exit Forms Designer.
Administering Incident Management t 89
ServiceCenter
The new category record (apm.category.g) appears, as shown in Figure 4-8
on page 83. The data in many fields is automatically filled in based on values
copied from your source category record and ServiceCenter defaults.
Warning: All category specific data is stored in the middle structure of the
problem dbdict. All fields on your new category form must have
matching data fields in the problem dbdict. Do not set the input
control to a field which is not in the problem dbdict!
11 Edit or fill in the fields as necessary to complete the new record.
12 The status bar displays a short message. To display more messages, click the
information button. The messages describe other necessary records the
system has constructed automatically.
13 Click Save or press F1 after you have entered the data. The status bar displays
this message: testcat has been updated.
Editing Existing Categories
You can edit an existing category to match your system.
1 Click Edit in the Categories area of the Incident Management Security
Administration Utility form, shown in Figure 4-3 on page 68. A message
prompts you for the category to edit. For more information, see Predefined
Incident Management Categories on page 82.
2 Select a category from the drop-down list. For this example, select the
example category.
3 Click OK. The category record shown in Figure 4-8 on page 83 appears.
4 Modify the fields as necessary.
5 Click Save or press F1. The status bar displays this message: category name
has been updated.
90 uChapter 4—Incident Management
Application Administration Guide
6 Click Ok to return to the Incident Management Security Administration
Utility menu.
Creating New Categories from Existing Records
You can add a new category by copying an existing category. Use the Copy
function to open the category record, modify that record and save it as a new
category. The Copy option copies the existing category, substituting a
user-defined category name in all forms, Format Control, and link records
associated with the selected category. ServiceCenter adds the new category,
forms, Format Control, and links to their corresponding tables.
To copy an existing category:
1 Click Edit in the Categories area of the Incident Management Security
Administration Utility form, shown in Figure 4-3 on page 68.
2 A message prompts you to select a category to edit. For example, select the
example category.
3 Click OK. The category record shown in Figure 4-8 on page 83 appears.
4 Click Copy or press F5 to make a copy of the current record that you can
modify. A message prompts you to specify a New Category Name.
5 Type a unique name for the category. For example, name the new category
software.
6 Click OK. A message asks if you want to edit the category subformat that is
the basis for your new category. Creating subforms saves a lot of work and
time customizing the system. Header and update categories remain the same
for all categories. Only category specific information must be changed.
7 To copy the subcategory as is, click No.
8 To edit the subcategory format, click Yes. The ServiceCenter Forms Designer
utility appears.
9 Click Design. The design form appears. For more information, see System
Tailoring, Volume 1.
10 Make the changes and click OK to save them.
11 Click OK to exit Forms Designer. The new category record (apm.category.g)
appears, as shown in Figure 4-8 on page 83. The data in many fields is
automatically filled using values copied from your source category record
and ServiceCenter default values.
Administering Incident Management t 91
ServiceCenter
Warning: All category specific data is stored in the middle structure of the
problem dbdict. All fields on your new category form must have
matching data fields in the problem dbdict. Do not set the input
control to a field which is not in the problem dbdict.
12 Modify the data as necessary for the new record.
13 Click Save or press F1 after you enter the data.
Deleting a Category
You can delete obsolete or unnecessary categories. During the process, a
message prompts you to select an alternate category for the incident tickets.
To delete an existing category:
1 Click Delete in the Categories area of the Incident Management Security
Administration Utility, as shown in Figure 4-3 on page 68. A message
prompts you to identify a category to delete.
2 Select a record from the drop-down list. For this example, delete the testcat
category.
3 Click OK.
4 If records exist that use this category, ServiceCenter prompts you for a
replacement category. Select an existing category from the drop-down list to
be used by all tickets previously assigned the deleted category and click OK.
92 uChapter 4—Incident Management
Application Administration Guide
A message prompts you to specify which forms related to the category can be
deleted. Figure 4-11 shows a typical list of forms to delete.
Figure 4-11: Incident Management delete category
5 Select the check boxes of all the forms that you want to delete with this
category. Remember, ServiceCenter automatically adds forms specific to a
category when a category is added.
Warning: Be careful not to delete forms (formats) that are used by other
categories. For example, when deleting the testcat category, you
will want to select only forms that contain testcat in the name,
such as problem.testcat.update. You would not want to delete
problem.browse, because this is a common form used by other
Incident Management categories.
6 Click OK to delete the category and related forms. The status bar displays a
message that ServiceCenter deleted the category and associated forms.
Administering Incident Management t 93
ServiceCenter
Maintaining Inboxes
Inboxes enable you to predefine a search for incident tickets, call reports, and
other records. When you specify an specific inbox, the search runs using the
search parameters defined in the inbox. The results are returned to the inbox
table. For example, you can specify a search to look for all active incidents
assigned to you. You can administer inboxes for Incident Management from
the Security Files tab. Because an inbox is an object, you can edit it directly
from the Database Manager. You can also copy an inbox that is available to
all users and save it as a personal inbox that you can edit. For more
information, see the ServiceCenter User’s Guide.
To maintain inboxes:
1 Click Inboxes in the Incident Management Security Administration Utility
menu, shown in Figure 4-3 on page 68. An Inbox form appears. Use the tabs
in this form to define inboxes.
2 Click Search to perform a true query and retrieve a list of all current inbox
records. A QBE list appears with the results of this search Figure 4-12 on
page 95 shows the Inbox Maintenance form.
94 uChapter 4—Incident Management
Application Administration Guide
Figure 4-12: QBE Inbox list
3 Click an inbox record to select it.
Note: If you choose to add an inbox without using Search, select a file from
the drop-down list in the This is an inbox against this file field. Your
new inbox depends on the file you select. For example, if you select
call, your new inbox is based on the call file.
Administering Incident Management t 95
ServiceCenter
Basic tab
The following table describes the fields on the Basic tab.
Field
Description
This is an inbox
against this file
References the ServiceCenter file for which the inbox applies,
for example, call, ocmq, or problem. Enter call for Service
Management or problem for Incident Management. If the
inbox is based on another inbox, the type is automatically
entered.
Full Inbox Name
The name for your new inbox. If you are creating a new
inbox, the name you entered earlier in the process is
automatically displayed.
Parent Inbox
The parent inbox that this inbox should be linked to.
Short Inbox Name
The abbreviated name of this inbox.
Inbox is owned by
The name of the owner of this inbox.
Available to these
Groups
Allows these users or groups to view the inbox.
Results sorted by
How records in the resulting QBE list can be sorted. For
example, select category to sort the list by categories, select
severity to sort the list by severity, and so on.
Warning: Sort criteria should match the search’s query fields. If they do not,
severe performance degradation may result. Do not specify sort
criteria unless you understand the full effect of your selections.
96 uChapter 4—Incident Management
Application Administration Guide
Advanced Options tab
Figure 4-13 shows the Advanced Options tab.
Figure 4-13: Incident Management Inbox Maintenance: Advanced Options tab
The following table describes fields on the Advanced Options tab.
Field
Description
This inbox is defined
by
(Only advanced users
should change this)
Displays the syntax that defines the query.
Normalize Date Fields Default setting that allows Incident Management to
modify a query to search from the current date, not the
date the inbox was added. If you select this option, the
dates entered in the Inbox will be changed to reflect the
time the each query is made rather than the specific time
entered when the inbox was added.
Administering Incident Management t 97
ServiceCenter
Field
Description
Use Literal Date Fields Causes the inbox to query from the date it was added. If
you select this option, the dates entered in the inbox will
be unchanged, and all queries to this inbox will return
results based on the specific time entered when the inbox
was added.
The full definition of The definition of this inbox, including the parent inbox
this inbox is defined by name.
(with Parent)
The date normalized
form of this query is
When creating an inbox manually, you must enter the
normalizing query in this field.
Sub Inbox Info tab
When you create inboxes, you can also create sub inboxes to be contained
within the initial inbox.
Sub-Inbox to display
Information to display within the inbox you are creating,
basing the information on the file you chose earlier.
Figure 4-14 shows the sub Inbox Info tab.
Figure 4-14: Incident Management Inbox Maintenance: Sub Inbox Info tab
98 uChapter 4—Incident Management
Application Administration Guide
Information tab
Figure 4-15 shows the Information tab that defines date field normalization
and provides an example.
Figure 4-15: Incident Management Inbox Maintenance: Information tab
Saving an Inbox
To save an updated record or add an inbox:
n
Click OK or Save to save your changes to an edited record.
n
Click Add or press F2 to save the new record.
Probable Cause
Incident tickets contain an optional Cause Code field that links the ticket to
a Probable Cause record. Cause codes allow incident tickets to be more easily
categorized and assigned. Cause codes simplify incident reporting and
tracking.
When a cause code is added to an incident ticket using the Fill function,
accompanying information from the corresponding probable cause record
can also be added.
Administering Incident Management t 99
ServiceCenter
ServiceCenter ships with a probcause file containing default probable cause
records. As the ServiceCenter administrator, you can modify these records or
add new probable cause records tailored to your system.
Editing a Probable Cause Record
To edit a Probable Cause record:
1 Click Probable Cause in the Incident Management Security Administration
Utility form. Figure 4-16 shows a blank Probable Cause form.
Figure 4-16: Probable Cause form
2 Type the name of the device, or any other information you know, to simplify
the search. For example, type User Training in the Cause Code field.
3 Click Search or press Enter to perform a true query and access a Probable
Cause record list.
100 uChapter 4—Incident Management
Application Administration Guide
4 Select the Probable Cause record from the record list. The Probable Cause
record appears. Figure 4-17 shows a Probable Cause record.
Figure 4-17: Probable Cause form
5 Modify the fields in the Probable Cause form.
Field
Description
Cause Code
A unique term that links this Probable Cause record to the
incident tickets.
Severity
A numeric value indicating the impact on the network. You
set these values as the administrator. For example, 1 is
critical, 2 is less urgent but needs attention, and so on.
Resolution Code
The resolution code assigned to an incident ticket with this
cause code when it is closed.
Category
The category this probable cause record uses.
Administering Incident Management t 101
ServiceCenter
Field
Description
Company
Indicates that a category can be used by the entered
company. One help desk may be used for multiple
companies. Indicate which company uses a category with
this option. (This option can be set up to be used with
Format Control or validity to enforce the use of a category
by only certain companies.).
Brief Description
A short statement describing the incident that is
automatically entered in the incident ticket when this cause
code is selected.
Description
A longer statement about the probable cause.
Resolution
A statement describing a possible solution to an incident
using this cause code.
Key Words
Words used to assist in querying for probable cause
information.
6 Click Save or press F4 to save the changes. The status bar displays this
message: Record updated in the probcause file.
Options Menu
The Incident Management probable cause record form contains an Options
menu with standard ServiceCenter menu options.
Field
Description
Print
Prints the probable cause record on the user’s default printer.
Validity Lookup
Checks the data in the current field against the ServiceCenter
validity table for that field.
Export/Unload
Allows you to export this record into a file for importing into
a spreadsheet, or unload this data set for loading into another
ServiceCenter system.
IR Query
Accesses ServiceCenter’s IR Expert application.
Expand Array
Allows easy data entry to an array. A separate window is
opened to enter the data.
Creating a New Probable Cause Record
Similar to editing a Probable Cause record, you can also add a new record.
102 uChapter 4—Incident Management
Application Administration Guide
To add a Probable Cause record:
1 Click Probable Cause in the Incident Management Security Administration
Utility form, shown in Figure 4-3 on page 68. If you want to modify an
existing record to add a new record, click Search and select that record from
the record list.
2 Type a unique name in the Cause Code field.
3 Complete the other fields as described in Editing a Probable Cause Record on
page 100.
4 Click Save or press F2. The status bar displays this message: Record added to
probcause file.
Options Menu
The blank Incident Management probable cause setup form contains an
Options menu with standard ServiceCenter menu options.
Option
Description
Clear
Clear the data entered in the form.
Restore
Return the fields in the form to the previous values. Only
available in the initial form where you enter data.
Advanced Search
Display a list of possible search parameters. After a parameter
is selected, a window is opened that allows you to set a time
limit for a query. This time is entered in the hh:mm:ss
format. Only available in the initial form in which you enter
data.
IR Query
Access ServiceCenter’s IR Expert application.
Export/Unload
Export this record into a file for importing into a spreadsheet,
or unload this data set for loading into another ServiceCenter
system.
Validity Lookup
Check the data in the current field against the ServiceCenter
validity table for that field.
Reset
Delete all the records in the probcause file.
Do not use the Reset option unless you want to rebuild all the
records in your Incident Management probcause file.
Regen
Regenerate the indices for the probcause file.
Open Inbox
Select a query to search for probable cause data.
Expand Array
Add a field to an array. A separate window is opened to allow
you to enter the data.
Administering Incident Management t 103
ServiceCenter
Macro Editor
Macros are distinct actions, driven by predefined conditions, that are
executed when a record is saved in the database. Macro actions are associated
with files and reflect certain states in the records of those files. You can access
ServiceCenter’s Macro Editor from the Incident Management Security
Administration Utility. Click Macro List to display the Macro List form. This
is the access point for the Macro Editor. For instructions about this
procedure, refer to System Tailoring, Volume 2.
Click Macro List in the Incident Management Security Administration
Utility form shown in Figure 4-3 on page 68. Figure 4-18 shows the Macro
List form. For more information, see System Tailoring, Volume 1.
Figure 4-18: Macro List form
Downtime
You can access Incident Management downtime records from the Incident
Management Security Administration utility form. These records display the
availability of a selected device.
104 uChapter 4—Incident Management
Application Administration Guide
Availability measures a component’s ability to provide service within a
measured time frame. Incident Management provides three downtime
measurements:
Explicit unavailability
Implicit unavailability
Perceived
unavailability
Describes the downtime experienced by the failing
device.
Describes the downtime experienced because of
the failure of a parent or controlling device.
Describes the explicit or implicit downtime
during normal business hours. Non-working
hours are subtracted from the total.
To access the downtime records:
1 Click Downtime in the Incident Management Security Administration utility
form shown in Figure 4-3 on page 68. Figure 4-19 shows a blank downtime
record.
Figure 4-19: Downtime record
2 Type the name of the device, or any other information you know, to simplify
the search. For example, type pc001 in the Logical Name field.
3 Click Search or press Enter.
Administering Incident Management t 105
ServiceCenter
4 Select the device record you want to view from the record list. The downtime
record appears for the selected device. Figure 4-20 shows the downtime
record.
Figure 4-20: Downtime record
Summary Link
You can access the Incident Management’s summary link record from the
Incident Management Security Files tab. Links associate fields in one file or
form with other records and other files. Fill and Find functions use links.
Refer to the System Tailoring Guide for more information.
106 uChapter 4—Incident Management
Application Administration Guide
To access the summary link file:
1 From the ServiceCenter home menu, select Incident Management. Click the
Tools tab.
2 Click Summary Link. Figure 4-21 shows the link file form.
Figure 4-21: Summary Link record
Cost Management
You can enable the module or set automatic labor and parts calculation
features for Contract Management in the Contract Management
configuration record. Contract Management integrates service contract
information and tracking into the enterprise Service Desk. For more
information, see Service Level Management on page 259.
u
To access the Contract Management configuration record, click Cost
Management in the Incident Management Security Administration Utility
form shown in Figure 4-3 on page 68.
Administering Incident Management t 107
ServiceCenter
Figure 4-22 shows the Contract Management configuration record.
Figure 4-22: Contract Management Options
Configuring the Incident Management Environment
Incident Management contains an environment record that defines options
that affect functionality of the Incident Management module for all Incident
Management users. ServiceCenter is shipped with default environment
records that you can modify for your system.
To configure the Incident Management environment for all users:
1 From the ServiceCenter home menu, click Incident Management. Click
Security Files. The Incident Management Security Administration utility
appears.
2 Select the Environment tab in the Incident Management Security
Administration Utility form. Figure 4-23 on page 109 shows the Incident
Management Environment Profile form.
108 uChapter 4—Incident Management
Application Administration Guide
Figure 4-23: Incident Management Security Administration: Environment tab
3 Select the fields representing the parameters you want to apply to your
Incident Management system.
Field
Description
Allow Access
Without Operator
Record
Permits users without an Incident Management profile to
access the module using the DEFAULT profile. For more
information, see the System Administrator’s Guide.
Skip Inefficient
Query Warning?
Disable the default message that a non-keyed query will be
slow. Set to true (checked) to override the option set in
Allow Inefficient Queries?.
Allow Inefficient
Queries?
Execute a non-keyed query. Set Skip Inefficient Query
Warning? to true (checked) to override the option.
Append Timezone to Add the date/time and time zone stamps to all Incident
Message?
Management messages.
Use Paging?
Add a new history record (page) to the Incident
Management database each time a ticket is updated.
Use Distributed
Ticketing?
Activate Incident Management’s distributed ticketing
feature. For more information, see the Distributed Services
Quick Start Guide.
Configuring the Incident Management Environment t 109
ServiceCenter
Field
Description
Distribute on 2nd
Follow the standard distribution pattern in distributed
Assignment Groups? ticketing, but based on the secondary Assignment Groups
in the ticket as well as the primary Assignment Group.
Track Operator
Times?
Automatically start a clock to track how long an operator
has a lock on a record.
Copy Associations of Copy the associations to other records when cloning a
Cloned Tickets?
ticket.
Use Activity Records? Use activity records for text updates to the ticket.
Default Category
Set the category for an incident ticket opened from a device
record (Inventory Management) that has no category
listed. For more information, see Adding a New Category
on page 89.
Max Downtime
Interval
Limit the number of days for which availability can be
calculated. The default is 30 days.
Delay Assigning
Incident Number?
Delay assigning an incident ID number to an incident
ticket until you click New in the initial incident ticket form.
Note: When this field is true, there is no unique identifier
to tie an attachment within the file. Attachments cannot
be saved when you open the ticket, but only when saving
an update to the file after the unique identifier has been
assigned.
Use Operator Full
Name?
Use the name entered in the Full Name field of the
Operator File when stamping the ticket (on open, update,
and so on) instead of the operator login name.
Process State
Changes in BG?
Cause clocks associated with state changes to start and stop
in the background. This feature makes the Windows
interface work more efficiently.
Auto-Post Solution
Candidates?
Post solutions automatically from an incident ticket to the
Global Knowledge feature for tickets with the Solutions
Candidate check box selected. For more information, see
the Database Management and Administration Guide.
Use Resolved Status? Activate the two-step close process in Incident
Management.
Use Journalled
Updates?
110 uChapter 4—Incident Management
Make any information entered in the Actions tab a
permanent part of the record that cannot be deleted.
n Most to Least Recent: List updates to the record
chronologically beginning with the most recent.
n Least to Most Recent: List updates to the record
chronologically beginning with the least recent.
Application Administration Guide
4 Click Save or OK, or press F2, to save the changes. If you are modifying the
default environment record, you cannot add a new environment record.
ServiceCenter returns to the Incident or RCA Control Security
Administration Utility form.
Status, Alerts, and Escalation
The status of an incident ticket is determined by the alert stage of the ticket.
When an incident ticket is not updated within the specified time period, an
alert message is automatically sent that an incident ticket has not been
resolved. As an incident ticket passes through the alert stages, the ticket is
escalated. Alert levels are displayed in the Status field of Incident forms.
ServiceCenter supports four alert stages:
n
Alert Stage 1
n
Alert Stage 2
n
Alert Stage 3
n
Deadline Alert
Alerts are triggered after a set period of time defined in a category record.
Alert messages are displayed in a read-only escalation form. As various alert
stages are reached, different Assignment Group as notified. For example, if
an incident is not resolved by the Deadline Alert, the incident ticket may be
escalated to an Assignment Group containing a manager.
An incident ticket reaches each alert stage after the specified time period
passes without an update to the incident ticket. At this time interval, the next
alert level is reached. A time interval is specified within each category record,
for each alert level. This time interval can be adjusted according to the
priority assigned to the ticket. For more information, see Alerts tab on
page 87 and Severity Levels on page 113.
When each alert level is reached, ServiceCenter automatically notifies users
that the incident ticket has reached that alert level, or it can reassign the
ticket, depending on category definitions. The category record also contains
flags that direct the system to notify specific users.
Status, Alerts, and Escalation t 111
ServiceCenter
For example, the following list describes different users who might be
notified.
n
All contacts in the current contact list for the Assignment Group, except
the manager.
n
The user who opened the ticket.
n
The current primary contact in the owner group.
n
The current manager of the Assignment Group.
n
The current manager of the owner group.
n
The service level manager and client manager of the company and
department specified in the ticket.
For alert stages 1, 2 and 3, the alerts are reset each time the ticket is updated.
The Deadline Alert is always scheduled for an interval after the open time of
the ticket, and is not affected by updates to the ticket.
Alerts and Calendars
The clocks that manage alerts do not need to run on a 24 hour schedule. For
example, if your employees work from 9 am to 5 pm, set the alert clocks to
run only during these hours. By default, all alert clocks run on a 24 hour,
seven days a week schedule. However, if you select an availability calendar for
a problem ticket Deadline Alert Group's calendar, the alert clocks for that
ticket run only during the duty hours defined by the associated calendar.
What is Escalation?
Escalation is the process of increasing the urgency of an incident ticket.
Escalation is accomplished automatically through alerts. As the various alert
levels are reached, the escalation increases:
n
Alert Stage 1 to Alert Stage 2
n
Alert Stage 2 to Alert Stage 3
n
Alert Stage 3 to DEADLINE ALERT
At each alert level, ServiceCenter forwards the incident ticket to the next
Assignment Group. These groups are set by the ServiceCenter administrator.
112 uChapter 4—Incident Management
Application Administration Guide
Note: Whenever a ticket in Alert Stage 1, 2, or 3 is updated, its status reverts
back to updated. The next auto-escalation goes to Alert Stage 1 again.
However, once a ticket reaches DEADLINE ALERT, it remains on
DEADLINE ALERT no matter how many times it is escalated.
The interval between alerts is set in the category records, and can be impacted
by the priority set for the ticket.
Severity Levels
The severity of a ticket indicates the urgency of the problem. Severity is set by
the user when an incident ticket is opened. Specify the severity in the Severity
field of the initial incident form:
n
1 - Critical
n
2 - Urgent
n
3 - Normal
n
4 - Low
n
5 - Very low
Severity can be based on the impact the incident has on users and the
category of the ticket. For example, an equipment incident that brings down
a group of users is critical. A user wanting to know how to adjust the colors
on a monitor is a less critical.
A ticket’s severity level can be changed by the user as an incident ticket goes
through updates. However, severity levels are not changed automatically as
alerts progress.
The Two-Step Close
You can choose to close a ticket into two steps:
n
Resolving the Ticket on page 116
n
Inactivating the Ticket on page 119
A ticket is resolved when the technician has finished working on it and starts
the closing process. A ticket is inactivated when the help desk finishes closing
the ticket after contacting the customer and confirming the results.
The Two-Step Close t 113
ServiceCenter
General Information
There are a few thing to remember about closing tickets.
n
Resolved tickets appear as active tickets (flag=true) when searching,
because they require further processing.
n
Alerts are not processed for resolved or inactivated tickets.
n
The option to resolve tickets is available for non-closed tickets.
n
The close option (inactivation) is available on resolved tickets. However,
you can also inactivate any ticket directly from the initial incident screen.
n
Both Resolved and Closed tickets can be reopened.
Setting Up the Two-Step Close
To activate the two-step close feature, select an option in the environment
record, and enable the appropriate users to perform each step.
To enable the two-step close feature:
1 From the ServiceCenter home menu, click Incident Management. Click
Security Files. Click the Environment tab. Figure 4-24 on page 115 shows the
Incident Management Environment Profile.
114 uChapter 4—Incident Management
Application Administration Guide
Figure 4-24: Incident Management Security Administration: Environment tab
2 Select the Use Resolved Status? check box
3 Click Save.
To set user rights for the two-step close:
1 From the ServiceCenter home menu, click Incident Management. Click
Security Files. The Incident Management Security Administration utility
appears.
The Two-Step Close t 115
ServiceCenter
2 Click Search/Add in the Incident Profiles section. Figure 4-25 shows the
Security Profile form.
Figure 4-25: Incident Management Security Profile form
3 Type the name of the profile in the Profile Name text box.
4 Click OK. The Profile record appears.
5 Check the Close box to allow the user or group to resolve tickets.
6 Check the Inactivate box to allow the user or group to inactivate tickets.
7 Click OK or Save to save the changes to the profile.
8 After updating a Profile record, stop and start your client to enable the
changes to take effect.
Resolving the Ticket
A ticket is resolved when the technician has finished working on it and starts
the closing process.
116 uChapter 4—Incident Management
Application Administration Guide
To resolve a ticket:
1 Display an open incident ticket.
Figure 4-26: Incident ticket
2 From the Options menu, click Find Solution. A list of potential solutions
from the Knowledge Base appears. If one of the solutions resolves the ticket,
select it and from the Options menu, click Use Resolution.
3 If none of the solutions resolves the issue. click Back and a dialog box appears
asking if you are finished searching. Click No.
The Knowledge Base form appears, showing the description of your
problem. The cursor is in the Select a Knowledge Area to begin searching
field.
The Two-Step Close t 117
ServiceCenter
4 Change the search criteria in the What would you like to know field or
change any of the filters to focus your search.
Figure 4-27: Recording a solution for an incident ticket
5 Click Search.
6 If one of the solutions resolves the ticket, select it and from the Options
menu, click Use Resolution. Selecting Use Resolution does two things. It
allows the help desk analyst to use a known solution and it begins a process
whereby the Knowledge Base learns from the resolution being used. For
more information, see the User’s Guide.
7 Click Save to resolve the ticket. If your administrator enabled the SLM
module and set it to post outages, an outage list appears. To set the post
outages form appear rather than post outages automatically:
a From the ServiceCenter home menu, click Service Level Mgmt.
b Select Configure Module.
c Clear the Auto Post Outages check box.
118 uChapter 4—Incident Management
Application Administration Guide
d When you set the Auto Post Outages check box to false, you have the
option to post outages manually when resolving a ticket.
Figure 4-28: Outage list
8 Click Proceed. The system exits to the incident ticket. The status bar displays
this message: Incident incident unique ID has been resolved by operator
name.
9 The system tray displays a Reopen button. If you want to reopen the ticket,
click Reopen.
Inactivating the Ticket
A ticket is inactivated when the help desk closes the ticket after contacting the
customer.
The Two-Step Close t 119
ServiceCenter
To inactivate a ticket:
1 Open a resolved ticket. Figure 4-29 shows a resolved ticket.
Figure 4-29: Inactivating an incident ticket
2 Edit the Solution field with any additional information.
3 Click Close to close the ticket. If the incident ticket you are trying to close is
associated with open calls, a message appears asking if you want to force
those calls to close.
4 Click Yes to force associated calls to close. The system exits to the incident
ticket and the status bar displays this message: Incident ticket unique ID has
been closed by operator. Any related calls will also be closed. The Ticket
Status field now shows that the ticket is closed.
120 uChapter 4—Incident Management
Application Administration Guide
Accessing Other Utilities
The Tools tab in the Incident Management menu provides access to these
Incident Management utilities:
n
Reset Downtime on page 122
n
Build/Refresh Summary on page 123
n
Downtime on page 127
n
Summary Link on page 128
n
Probable Cause on page 129
n
Subcategory on page 129
n
Problem Type on page 130
n
Product Type on page 131
Figure 4-30 shows the Tools tab choices.
Figure 4-30: Incident Management menu: Tools tab
Accessing Other Utilities t 121
ServiceCenter
Reset Downtime
Reset Downtime allows you to reset the Incident Management downtime
records for devices.
To reset the Downtime:
1 From the ServiceCenter home menu, click Incident Management. Click the
Tools tab. Click Reset Downtime. Figure 4-31 shows the Clear Availability
Information form.
Figure 4-31: Resetting the Downtime record for a device
2 Click Schedule to set a time for the reset to occur.
3 Click Devices to add a list of devices whose downtime can be reset. Click
Types to create a list of the types of devices whose downtime can be reset
Figure 4-32 on page 123 shows the logical names and device type lists.
122 uChapter 4—Incident Management
Application Administration Guide
Figure 4-32: Logical Name and Device Type lists
4 Click OK to accept the downtime parameters you specified, or click Back to
exit this form without resetting the downtime records.
Build/Refresh Summary
An incident summary (probsummary) record contains all the information
related to an incident ticket, including previous updates. If you lose your
incident summary file, you can build a new one from the incident ticket
(problem) file. Build/Refresh Summary allows you to build a summary
record for incident tickets within a specified range of incident ticket
numbers.
To rebuild the summary properly, the link records build.problem.summary
and build.problem.convert must be identical. The links in
build.problem.convert are used only when you create a Build/Refresh
Summary. The links in build.problem.summary define the fields to be copied
from the problem record to the probsummary record with every incident
ticket update.
Accessing Other Utilities t 123
ServiceCenter
If the links in build.problem.convert are not defined correctly, the new
probsummary record will not have all the information available in the usual
incident ticket updates. Therefore, before doing a Build/Refresh Summary,
ensure that the file build.prob.convert is identical to build.prob.summary. To
do this, copy build.prob.summary to build.prob.convert.
To correct the file build.prob.convert:
1 From the ServiceCenter home menu, click Incident Management. Click the
Tools tab. Click Summary Link. Figure 4-33 shows the Link file form.
2 Type build.p in the Name text box.
3 Click Search. A list of records appears, as shown in Figure 4-33.
Figure 4-33: Link File form
4 Double-click build.problem.summary record from the list.
124 uChapter 4—Incident Management
Application Administration Guide
5 The Link list appears, displaying the records build.problem.summary and
build.problem.convert. Figure 4-34 shows the Link list.
Figure 4-34: Link File build.problem.convert
6 Click build.problem.convert. The Link record for build.problem.convert
appears.
7 Click Delete.
8 A message asks if you want to delete this link. Click Yes. ServiceCenter
returns you to the Link Maintenance file.
9 Click build.problem.summary.
10 In the Name text box, replace build.problem.summary with
build.problem.convert.
11 Click Add
12 Click OK to return to the Link list.
13 To verify that the file copied, type build.p in the Name text box.
14 Click Search.
15 The records build.problem.summary and build.problem.convert, shown in
Figure 4-34 should appear. If it does, proceed with the build/refresh.
To do a Build/Refresh Summary:
1 From the ServiceCenter home menu, click Incident Management. Click the
Tools tab. Click Build/Refresh Summary. Figure 4-31 shows the Clear
Availability Information form.
Accessing Other Utilities t 125
ServiceCenter
2 Figure 4-35 shows the dialog where you can specify a range of incident record
numbers.
Figure 4-35: Build Problem Summary Records form
3 Type the range of record incident ticket numbers to build a new summary.
4 Do one of the following:
n
Click Execute Now to build your summary.
126 uChapter 4—Incident Management
Application Administration Guide
n
Click Schedule. Figure 4-36 shows the Schedule Problem Conversion
dialog box where you can specify a future date and time for the build.
Figure 4-36: Schedule Problem Conversion form
5 Type a time and date (dd/mm/yy hh:mm:ss) for the build to take place.
6 Click Schedule to set the time. ServiceCenter returns you to the Incident
Management Tools tab.
Alternate method
The Downtime, Summary Link, and Probable Cause functions can also be
accessed through the Incident Management Security Administration Utility.
1 From the ServiceCenter home menu, click Incident Management. Click
Security Files.
2 Click Downtime, Summary Link, or Probable Cause.
Downtime
1 From the ServiceCenter home menu, click Incident Management.
2 Click the Tools tab.
3 Click Downtime. Figure 4-37 on page 128 shows the Downtime form.
Accessing Other Utilities t 127
ServiceCenter
4 Click Fill to view a list of the logical names that you can choose.
Figure 4-37: Downtime
For more information, see the ServiceCenter User’s Guide.
Summary Link
1 From the ServiceCenter home menu, click Incident Management.
2 Click the Tools tab.
3 Click Summary Link.
For more information, see Summary Link on page 128.
128 uChapter 4—Incident Management
Application Administration Guide
Probable Cause
1 From the ServiceCenter home menu, click Incident Management.
2 Click the Tools tab.
3 Click Probable Cause. Figure 4-38 shows the Probable Cause form.
Figure 4-38: Probable Cause form
For more information, see Probable Cause on page 99 and see the Service
Management section in the ServiceCenter User’s Guide.
Subcategory
1 From the ServiceCenter home menu, click Incident Management.
2 Click the Tools tab.
3 Click Subcategory.
Accessing Other Utilities t 129
ServiceCenter
4 Figure 4-39 shows the Subcategory form. Click Search to view a list of the
subcategories and categories that you can choose.
Figure 4-39: Subcategory Information
For more information, see the Service Management section in the
ServiceCenter User’s Guide.
Problem Type
1 From the ServiceCenter home menu, click Incident Management.
2 Click the Tools tab.
3 Click Problem Type.
130 uChapter 4—Incident Management
Application Administration Guide
4 Figure 4-40 shows the Problem Type form. Click Search to view a list of the
problem types that you can choose.
Figure 4-40: Subcategory Information
For more information, see the Service Management section in the
ServiceCenter User’s Guide.
Product Type
1 From the ServiceCenter home menu, click Incident Management.
2 Click the Tools tab.
3 Click Product Type.
Accessing Other Utilities t 131
ServiceCenter
4 Figure 4-41 shows the Subcategory form. Click Search to view a list. Select
the Product Type record to populate the form.
Figure 4-41: Product Type
For more information, see the Service Management section in the
ServiceCenter User’s Guide.
132 uChapter 4—Incident Management
5
Root Cause Analysis
CHAPTER
The goal of Root Cause Analysis is to minimize the effects of Incidents and
Issues caused by errors in the IT infrastructure and to prevent their
recurrence. Root Cause Analysis (RCA) allows users to identify the
underlying root cause of the Issue or Incident, and initiate steps to correct
that Root Cause with a permanent solution. This has the long term result of
reducing the volume of Incidents and Issues that occur, saving the company
time and money. RCA also allows users to improve their situation with a
work around until a more permanent solution can be found, or when a
permanent solution is costly in time or resources. This chapter describes
administration of ServiceCenter’s Root Cause Analysis module.
Read this chapter for information about:
n RCA Overview on page 134
n Implementing Root Cause Analysis on page 135
n Root Cause Analysis Flow on page 137
n Accessing Root Cause Analysis on page 138
n Administering Root Cause Analysis on page 139
n Maintaining Inboxes on page 151
n Accessing the Macro List Editor on page 151
n Accessing the Knowledge Base on page 152
For information about creating, updating, and closing Root Cause reports,
see the User’s Guide.
Root Cause Analysis t 133
ServiceCenter
RCA Overview
The resolutions in RCA are documented and retained, so that first and
second level support personnel can easily find and use the resolutions.
Immediate availability of easy solutions is crucial to the effectiveness of
support staff. The more Incidents that can be resolved on the first call, the
happier the customer base. RCA is the bridge between Incidents and Known
Errors and their solutions, allowing support personnel to resolve calls quickly
and easily.
RCA determines weaknesses and errors in training and documentation by
recording repeated customer errors that can be profitably addressed in
training or documentation. Improved documentation and training helps
customers avoid common mistakes that result in service calls, saving the
organization time and money.
RCA documents resolutions in such a way that they can be easily found and
added to the appropriate documentation and training materials by
documentation and personnel. Complete and correct documentation and
training have the long term result of reducing the volume of Incidents and
Issues that occur, saving the company time and money.
RCA functions both reactively and proactively. It is reactive in that it is used
to resolve situations related to Incidents. It is proactive in that it is used to
identify and solve Issues and Known Errors, before Incidents occur. By
taking action to prevent Incidents, rather than just reacting to them, an
organization provides better service and is more efficient, making the
customers happier and saving the organization time and money.
In summary, the goals of Root Cause Analysis are:
n
To find errors in the IT infrastructure, record them, track their history,
find resolutions for them, and prevent their recurrence.
n
To record resolutions so that they are quickly and easily available to
support, training, and documentation personnel.
n
To find needs for improvements in training or documentation, and make
the data to fix them easily accessible.
n
To reactively resolve Issues related to Incidents
n
To proactively resolve Issues before Incidents occur.
134 uChapter 5—Root Cause Analysis
Application Administration Guide
Terms Used in this Chapter
The following terms are used throughout the chapter.
Term
Description
Incident
A call to the service desk that is not immediately resolved and
for which an Incident ticket has been issued.
Issue
A specific problem that may or may not have a set of related
Incidents.
Known Error
An Issue for which the Root Cause has been diagnosed, and a
solution or work-around has been determined.
Root Cause
The underlying cause of an Issue, or one or more Incidents.
Implementing Root Cause Analysis
Root Cause Analysis (RCA) should be implemented at the same time as
Incident Management, or later, because it relies heavily on data gathered
through the Incident Management process.
The quality of proactive Root Cause Analysis depends largely on successful
service monitoring and the data recorded. Issues and Incidents must be
identified, recorded, classified, investigated, and diagnosed by
knowledgeable users.
In order to be effective, RCA requires the following input:
n
Identify and detail Incidents and Issues
n
Reactive analysis of Incidents & Issues
n
Proactive analysis of the IT infrastructure
n
Include input from support staff, developers, vendors, trainers, and so on
n
Input discovered solutions
It often works well to begin with reactive analysis of incidents and issues, then
continue with proactive analysis of the IT infrastructure after data have been
gathered, because proactive RCA relies heavily on established service
monitoring and data gathering.
Implementing Root Cause Analysis t 135
ServiceCenter
The goals of Incident Management and those of RCA can conflict somewhat.
The main goal of Incident Management is to get the client up and running
quickly. This is often done through a work around rather than through a
permanent solution. The main goal of RCA is to find the underlying cause
and a permanent solution that will prevent future Incidents. This takes more
time, but improves performance in the long run.
It is important to make sure that your staff understands the differences
between Root Cause Analysis and Incident Management and the importance
of both.
When implementing Root Cause Analysis:
n
Staff must be made aware of the benefits of both Incident and Issue solving
activities.
n
Incident records must include details and histories of Incidents for
analysis purposes.
n
Incident records must be linked with RCA records.
n
Sufficient time must be allocated to both Incident and Issue solving
activities.
n
The knowledge base must be built and maintained.
136 uChapter 5—Root Cause Analysis
Application Administration Guide
Root Cause Analysis Flow
Root Cause Analysis
Incident
im m ediately
resolved?
Service D esk C all
R esolve incident
Y es
No
C reate Incident ticket
G ive workaround
to custom er
Y es
M atch
in Known Error
database?
G ive work around or
solution to custom er
No
Update incident record
with K nown
Error ID
M atch
in R CA
database?
Update incident record
with Classification D ata
No
U pdate incident record
with C lassification D ata
U pdate Known Error
record with incident
count
O pen new R C A
U pdate RC A record
w ith incident count
C heck for problem
resolution in K nown
Error database.
R C A team works
on solution
C heck for problem
resolution in R C A
database.
Y es
Is further work
required?
Y es
U pdate incident record
with R C A ID
Y es
Is further work
required?
Add solution to
Known Error or R C A
No
No
Im plem ent solution
Root Cause Analysis Flow t 137
ServiceCenter
Accessing Root Cause Analysis
You can access Root Cause Analysis for administrative purposes from the
Root Cause section of the ServiceCenter home menu, or from the Central
Administration Utilities.
Central Administration Utilities allow a system administrator to access the
operator’s record for user and contact information, application profile
privileges, and the Mandanten utility. This allows the administrator to
control and access several users or a group’s access from within each module
or utility.
To administer Profiles from the Central Administration Utility, see the
System Administrator’s Guide.
To access Root Cause Analysis:
1 Click Root Cause Analysis in the ServiceCenter home menu, or enter rca on
the command line.
Figure 5-1: ServiceCenter home menu
138 uChapter 5—Root Cause Analysis
Application Administration Guide
Figure 5-2 shows the Root Cause Analysis menu appears.
Figure 5-2: Root Cause menu
The Root Cause menu allows you to open new Root Cause records, access
existing records, search Root Causes and the knowledge base, as well as
configure the module.
Administering Root Cause Analysis
This section describes how to administer Root Cause Analysis by adding,
editing, and deleting users and security profiles and by assigning certain
display options to the viewer. It includes the following sections.
n
Accessing the Security Files on page 140
n
Managing User Information on page 143
n
Editing Profiles on page 39
n
Maintaining Inboxes on page 151
n
Managing the Root Cause Environment on page 143
Security Files
Root Cause Analysis contains built-in security. Through this security, you
can define the capabilities for individual users (operators). For example,
certain users may not have the rights to close RCAs, while others may.
Administering Root Cause Analysis t 139
ServiceCenter
Users
Each person who logs into ServiceCenter is a user. Each user must have a
personal information record stored in the operator file. Information
associated with a user includes personal data such as name, address, phone
numbers, login name, and password for ServiceCenter. ServiceCenter
operator records also store capability words for a given user. Without an
operator record, a user cannot log onto ServiceCenter. For a complete list of
capability words, see the ServiceCenter System Administrator’s Guide.
Profiles
Users must have a Root Cause Analysis Profile in their operator record, or
use the default, to gain access to the Root Cause Analysis module. Profiles
reflect the records in the rcenv file where Root Cause Analysis rights and
privileges information is stored. For example, whether or not a user can close
RCAs. Profiles also store information that may affect the way Root Cause
Analysis looks and behaves. For example, a profile can list a personal search
form for a specific user. For more information, see User Profiles on page 21.
Environment
Root Cause Analysis contains an environment record that defines options
that affect functionality of the Root Cause Analysis module for all Root Cause
Analysis users. Options stored in this record include Access rights.
Accessing the Security Files
To access security files from the Central Administration Utilities, see the
System Administrator’s Guide.
To access security files from the Root Cause Analysis menu:
1 From the ServiceCenter home menu, click Root Cause Analysis. The Root
Cause Analysis menu appears.
2 Click Security Files. Figure 5-3 on page 141 shows the Root Cause Analysis
Security Administration Utility appears.
3 Click Back to return to the Root Cause Analysis menu.
140 uChapter 5—Root Cause Analysis
Application Administration Guide
Security Files tab
Security options are selected on the Security Files tab shown in Figure 5-3.
Figure 5-3: Security Administration Utility: Security Files tab
The Security Files tab allows:
n
Managing User Information on page 143
n
Setting Privileges and Views in the Root Cause Profile on page 148
n
Maintaining Inboxes on page 151
n
Accessing the Macro List Editor on page 151
Administering Root Cause Analysis t 141
ServiceCenter
Environment tab
Figure 5-4 shows the Environment tab.
Figure 5-4: Security Administration Utility: Environment tab
The following table describes the parameters on the Environment tab.
Parameter
Definition
Allow Access Without
Operator Record
Permits users without a Profile for Root Cause Analysis
to access the module using the DEFAULT profile. See
the System Administrator’s Guide for more information.
Use Operator Full Name? System uses the name entered in the Full Name field of
the operator record when time stamping RCAs (on
open, update, and so on) instead of using the operator’s
login name.
Use Journalled Updates? Makes any information entered in the
Action/Resolution tab a permanent part of the record
that cannot be deleted.
n Most to Least Recent: Lists updates to the record
chronologically beginning with the most recent.
n Least to Most Recent: Lists updates to the record
chronologically beginning with the least recent.
142 uChapter 5—Root Cause Analysis
Application Administration Guide
Parameter
Definition
Delay Assigning Root
Cause ID?
No reference number is assigned to a Root Cause until
after New is clicked in the initial Root Cause report
form.
Note: When this delay number is set to true, there is no
unique identifier to tie an attachment within the file.
Attachments cannot be saved when you open an
incident, but only when saving an update to the file
after the unique identifier has been assigned.
Track Operator Times?
Turns on some default clocks that track how long a
operator works on the record. SM and Incident
Management have a similar field.
Managing the Root Cause Environment
You can configure general Environment Profile settings for all users via the
Root Cause Environment tab. ServiceCenter is shipped with default
environment records that you can modify for your system.
To set up the Root Cause environment:
1 Select the Environment tab in the Root Cause Analysis Security
Administration Utility form. The Root Cause Environment Profile appears.
2 Select the parameters to apply to the Root Cause Analysis Environment. For
more information, see Environment tab on page 142.
3 Click Save or press F2 to save the changes. If you are modifying the default
environment record, you cannot add a new environment record. You will
return to the RCA Control Security Administration Utility form.
Managing User Information
You can add or edit a ServiceCenter user from the Central Administration
Utilities. Within these utilities, you can add or edit a user’s information,
including contacts, user profiles, and passwords. See the System
Administrator’s Guide for detailed information about user access and security
administration from the Central Administration Utilities.
Administering Root Cause Analysis t 143
ServiceCenter
To add and edit a user within the Root Cause Analysis Security
Administration Utility form, see Adding a User on page 144 and Adding or
Editing Root Cause Analysis Profiles on page 146.
Adding a User
To add a user in Root Cause Analysis:
1 From in the ServiceCenter home menu, click Root Cause Analysis.
2 Click Security Files in the Root Cause Analysis menu. The Root Cause
Analysis Security Administration utility appears.
3 Click Add in the Users structure of the Root Cause Security Administration
Utility form. A dialog box prompts you to enter the name of the user you
want to add.
4 Type the name of the new Root Cause user. For example, you can add a user
named Joe.User.
5 Click OK or press Enter.
6 A dialog box displays a prompt to clone another user. Click Yes to clone
another user.
7 Do one of the following:
n
Select an existing operator record to copy and modify. Either click the
drop-down arrow to display a QBE list of existing user records or type the
name of the user you want to copy. As you type the first few letters, the
name is placed in the field. For this example, type B and BOB.HELPDESK fills
the field.
n
Select a blank record.
8 Click OK.
144 uChapter 5—Root Cause Analysis
Application Administration Guide
The new operator record displays a new operator’s name in the Login Name
text box.
Figure 5-5: Operator Record
9 Modify the operator record as needed. Refer to the System Administrator’s
Guide for instructions on creating new operator records.
10 Specify a Resource Type on the Login/Contact Profiles tab.
11 Click Add to save the new operator record.
12 A dialog box displays a prompt that asks if the new user already has a contact
record.
a Click No.
b Enter the user’s contact name by typing it in, or by selecting it from the
drop-down list.
c Click OK.
d Modify the contact information as needed.
e Click Add to save the contact record.
Administering Root Cause Analysis t 145
ServiceCenter
13 Click OK to return to the Root Cause Analysis Security Administration
Utility menu. The status bar displays this message: The New User Process is
finished.
Based on the user role selected when the operator record was added, the Root
Cause profile application access rights and privileges are already assigned.
Editing User Records
Controls in the Security Administration Utility allow you to edit a user’s
Root Cause Analysis Profile records and operator record.
Note: For more information, see Adding a User on page 144.
To edit existing user records:
1 Click Root Cause Analysis in the ServiceCenter home menu.
2 Click Security Files in the Root Cause Analysis menu. The Root Cause
Analysis Security Administration utility will display.
3 Click Edit in the Users structure. A dialog box displays a prompt to select an
operator record for editing.
4 Select an operator from the drop-down list. The CAU.operator form displays,
providing access to editing the operator’s record, application profiles, and
assignment/message groups.
5 Make any necessary changes to the various records, then click Save or OK.
Adding or Editing Root Cause Analysis Profiles
If you want to change the profile settings, you can either add a new profile or
edit the existing profile.
Button Definition
Add
Creates a new record in the rcenv file for the user. For more information,
see Adding a Profile on page 32.
Edit
Edits the existing Root Cause Profile. For more information, see Editing
Profiles on page 39.
If the application profile settings need to be different, you can add a new
profile or edit the existing profile.
To add a profile:
1 From the ServiceCenter home menu, click Root Cause Analysis. The Root
Cause Analysis menu appears.
146 uChapter 5—Root Cause Analysis
Application Administration Guide
2 Click Security Files.
3 Click Search/Add in the Rootcause Profiles structure. The Root Cause
Security Profile appears.
4 Enter the name of the Root Cause profile you want to add.
5 Select the appropriate parameters for the user.
6 Click Add to save the Profile record.
To add a new profile using an existing profile:
1 Check the User Role in the Operator record to make sure the appropriate
profile settings apply, which are based on the User Role selected.
Note: If you select a different User Role, click Fill in the User Role field, so
that the applicable profile access privileges and views are reset
appropriately for each module.
2 Click Find to the right of the Root Cause Profile field. The Root Cause
Security Profile form displays.
3 Modify the privileges as necessary.
4 Enter a new name in the Profile Name field.
5 Click Add.
Note: Clicking Add keeps the original profile you modified and adds the new
profile as long as you entered a new name in the Profile Name field.
Clicking Save would overwrite the original profile with the changes to
the privileges and a new profile name.
To edit a profile:
1 Check the User Role in the Operator record to make sure the appropriate
profile settings apply, which are based on the User Role selected.
Note: If you select a different User Role, click Fill in the User Role field, so
that the applicable Service profile access privileges and views are reset
appropriately for each module.
2 Click Find to the right of the Root Cause Profile field. The Root Cause
Security Profile form displays.
3 Modify the privileges as necessary.
4 Click Save.
Administering Root Cause Analysis t 147
ServiceCenter
Setting Privileges and Views in the Root Cause Profile
The Root Cause Analysis profile form is used to define Profiles for users who
plan to access Root Cause Analysis. For an out-of-box defined solution, select
the appropriate User Role for your new operator. (See the System
Administrator’s Guide for information on User Roles.) The selected User Role
in an operator record plays an important part in deciding what application
profiles are going to be assigned to the user. The Root Cause profiles
supplement and further restrict any rights defined in a user’s operator
record, and allow you to control access to Root Cause Analysis.
Root Cause Analysis Privileges and Views
Privileges and views define the user’s access privileges and views within the
Root Cause Analysis module. Figure 5-6 shows the Root Cause Security
Profile form. By default, no options are selected.
Figure 5-6: Root Cause Security Profile: Privileges and Views tab
148 uChapter 5—Root Cause Analysis
Application Administration Guide
The following table describes fields on the Privileges and Views tab.
Field
Description
Browse
Allows the user or group to view existing RCAs.
Open
Allows the user or group to add new RCAs.
Update
Allows the user or group to change existing RCAs.
Close
Allows the user or group to terminate existing RCAs.
Reopen
Allows the user or group to reactivate a closed ticket.
Find
Provides access to ServiceCenter’s Find function in Root
Cause Analysis.
Fill
Provides access to ServiceCenter’s Fill function in Root Cause
Analysis.
Print
User or group has print capabilities in ServiceCenter.
Views
Provides access to alternate forms when viewing a call report.
Count
User or group can count the number of tickets in a QBE list
by pressing Count.
Advanced Search
Provides access to ServiceCenter’s advanced search
capabilities to query for information.
Use Operator Full
Name
Tells the system to use the name from the Full Name field of
the operator record when time stamping RCAs (on open,
update, and so on) instead of using an operator’s login name.
Can Create Personal Allows the user or group to create personal inboxes for their
Inboxes
own use. Creating inboxes is discussed in Chapter 2 of the
ServiceCenter User’s Quick Start Guide.
Can Create Global
Inboxes
Allows the user or group to create global inboxes for all Root
Cause Analysis users. Creating inboxes is discussed in the
User’s Guide.
Lock on Display
Locks the call record a user has accessed.
Allow Inefficient
Query
Allows the user or group to enter partially-keyed queries, that
is, queries without a complete set of information to do a
search. This setting supersedes the setting in the Root Cause
Management Environment Record. This setting is
overridden when Skip Query Warning set to true.
Skip Query
Warning
Turns off the warning message normally sent when a
partially-keyed query is entered. Setting to true (checked)
overrides the option set in Allow Inefficient Query.
Administering Root Cause Analysis t 149
ServiceCenter
Field
Description
Initial Inbox
Defines the default inbox for the user or group in Root Cause
Analysis.
Initial Format
Form displayed to the user or group when opening a call
report. The default is rootcause.
Edit Format
Form displayed to the user or group when editing an existing
root cause report.
Search Format
QBE form displayed to the user or group when searching for
existing RCAs. The default is rootcause.qbe.
List Format
Form used to display a record list.
Manage Format
Form displayed when the user or group clicks Call Queue.
The default is sc.manage.call.
Print Format
Form used by the system for printing call reports for the user
of group.
Open Script
Script that runs when opening a root cause.
Resolution Script
Causes Root Cause Analysis to use the script named in the
adjacent field to automatically update the Root Cause
summary record when an Root Cause ticket is inactivated.
New Thread: Inbox Keeps the inbox displayed after a search is run from that
> Search
inbox.
Note: Threading allows the previous window to remain
displayed when a new record is accessed. For example,
when a record is accessed from a QBE list, the QBE list
remains displayed and the record appears in a new
window.
New Thread: Search Keeps the search form open after a QBE list is opened.
> List
New Thread: List
> Edit
Keeps a QBE list form displayed when a record is accessed.
New Thread: Inbox Keeps an inbox displayed after a record is accessed.
> Edit
150 uChapter 5—Root Cause Analysis
Application Administration Guide
Maintaining Inboxes
You may add, edit, and delete inboxes from the Root Cause Analysis Security
Administration Utility. These are the same inboxes used by Incident
Management and other ServiceCenter modules. The procedures for
maintaining them are identical. For more information, see the ServiceCenter
User’s Guide. Figure 5-7 shows the Basic tab.
Figure 5-7: Inbox Maintenance: Basic tab
Accessing the Macro List Editor
You can access ServiceCenter’s Macro Editor from the Root Cause Analysis
Security Administration Utility. Click Macro List to display the Macro List
form. This is the access point for the Macro Editor. For instructions about
this procedure, refer to the System Administrator’s Guide.
To open the Macro List:
u
Click Macro List in the Security Administration Utility form.
Maintaining Inboxes t 151
ServiceCenter
Figure 5-8 shows the Macro List form.
Figure 5-8: Macro List form
For more information, see the ServiceCenter System Tailoring Guides.
Accessing the Knowledge Base
ServiceCenter allows you to make plain language queries for information (for
example, information about an incident ticket or a question about
equipment) using a Knowledge Base form. For example, a query can yield a
list of incident tickets.
152 uChapter 5—Root Cause Analysis
Application Administration Guide
To access the Knowledge Base:
u
Click Search Knowledge Base in the Root Cause Analysis menu.
Figure 5-9 shows the Knowledge Base search form. To access the knowledge
base, select Root Cause Database from the Select a Knowledge area to begin
search drop-down list.
Figure 5-9: Knowledge Base Search form
For more information, see the ServiceCenter User’s Guide.
Accessing the Knowledge Base t 153
ServiceCenter
154 uChapter 5—Root Cause Analysis
6
Scheduled Maintenance
CHAPTER
Scheduled Maintenance is a ServiceCenter module that enables you to
establish a formal scheduled maintenance system to reduce unplanned
outages and system failures by servicing systems before they fail rather than
afterwards.
Scheduled Maintenance helps you administer, configure, and customize
Scheduled Maintenance. You should have an understanding of the
ServiceCenter expression syntax and Database Manager to administer
Scheduled Maintenance.
Read this chapter for information about:
n
Scheduled Maintenance Overview on page 156
n
Creating a Scheduled Maintenance Task on page 156
n
Automated Task Generation on page 157
n
Scheduled Maintenance in Inventory Management on page 159
n
Adding Data Using Expressions on page 164
n
Scheduled Maintenance Overhead on page 165
n
Calling a Format Control Record on page 166
n
Scheduled Maintenance Workflow on page 167
Scheduled Maintenance t 155
ServiceCenter
Scheduled Maintenance Overview
Scheduled Maintenance makes it easy for you to define and store as many
maintenance tasks as you need for your organization. Scheduled
Maintenance includes these features:
n
Enables you to defining and schedule recurring maintenance tasks,
including incident tickets, change requests and Request Management
quotes, using closed loop integration with ServiceCenter.
n
Keeps all scheduled maintenance tasks in a central repository to ensure
that important maintenance occurs on time. The stored maintenance
tasks will automatically generate incident tickets, change requests, or
Request Management quotes as they become due.
n
Automatically notifies staff of all maintenance items as they become due
using ServiceCenter.
n
Creates and updates Scheduled Maintenance tasks even if you are
unfamiliar with ServiceCenter. Scheduled Maintenance has an easy-to-use
point and click task creation system. This enables users who are familiar
with maintenance requirements to enter tasks, even if they are unfamiliar
with ServiceCenter customization.
n
Makes audit information available as necessary. The maintenance history
and the auditing information for each task will be available if and when it
is required.
n
Creates sophisticated and detailed maintenance tasks.
n
Maintains existing ServiceCenter customization and tailoring.
n
Tracks scheduled maintenance tasks.
Scheduled Maintenance runs within the ServiceCenter system. It installs
without requiring an upgrade, and has no impact on future ServiceCenter
upgrades. It integrates into a pre-existing ServiceCenter installation, while
maintaining all tailoring and customization.
Creating a Scheduled Maintenance Task
To create a Scheduled Maintenance task, follow these general steps:
1 Name and describe the task.
2 Define the task schedule.
156 uChapter 6—Scheduled Maintenance
Application Administration Guide
3 Describe the effect of the task.
4 Optionally, you can create expressions to enter additional information into
the incident ticket, change request, or Request Management quote.
5 Optionally, you can call a special Format Control Record to run in addition
to the regular records that ServiceCenter runs automatically.
6 Save the task.
7 Verify that the task works correctly.
When the scheduled time occurs, Scheduled Maintenance automatically
generates the appropriate incident tickets, change requests, or Request
Management quotes. For more information and examples, see the
ServiceCenter User’s Guide.
Automated Task Generation
There are two ways that Scheduled Maintenance automatically generates
tasks.
n
Create the scheduled maintenance task from an existing incident ticket,
change request, or Request Management quote. From the Options menu,
select Generate Maintenance. The existing ticket becomes the basis for the
scheduled maintenance task. For more information, see Generating Tasks
From an Existing Ticket on page 157.
n
Create the scheduled maintenance task from a default incident, change, or
request template specified in Administrative Options for a device in
Inventory Management. For more information, see Generating Tasks from
Scheduled Maintenance on page 161
Generating Tasks From an Existing Ticket
Generating scheduled maintenance tasks can be tedious, especially if you
must generate a large number of tasks to do approximately the same thing.
For example, you might want to generate 10 scheduled maintenance tasks to
back up 10 servers. The tasks are very similar in nature because the company
uses a standard template for all server backups.
Scheduled Maintenance allows you to access Incident Management, Change
Management, or Request Management, find a ticket, and generate a
scheduled maintenance task. For example, you can create a default Change
Management template for server backups. Instead of generating
Automated Task Generation t 157
ServiceCenter
10 scheduled maintenance tasks manually that are variations on the default
template, you can access the template from Change Management and select
Generate Maintenance 10 times. You must still specify a recurrence schedule
for each task, but many of the details on the Change Request are already
specified.
Migrated fields
All fields in the template do not migrate to the maintenance task and
subsequently to the generated incident, change, or request.
Incidents
Changes
Requests
n
category*
n
description
n
description
n
brief.description
n
category
n
category
n
assignment
n
logical.name**
n
requestor.name
n
logical.name**
n
coordinator
n
assigned.to
n
ticket.owner
n
work.manager
n
coordinator
n
priority.code
n
assigned.to
n
priority
n
problem.status
n
priority
n
action
* May be overridden if the device has a default problem management
category.
** Overridden with the device name of the selected item within the Inventory
module when you choose this option.
To generate a maintenance task from existing tickets:
1 From the ServiceCenter home menu, click Incident Management, Change
Management, or Request Management.
2 To view an existing queue, click Incident Queue, Change Queue, or Quote
Queue. Do one of the following:
n
Specify a ticket number. Click Search to view the ticket record.
n
Click Search to display all tickets in the queue. Double-click the selected
ticket to view the ticket record.
3 To search for a ticket, click Search IM Tickets, Search Changes, or Search
Quotes. Do one of the following:
n
Specify a ticket number. Click Search to view the ticket record.
n
Click Search to display all tickets in the queue. Double-click the selected
ticket to view the ticket record.
158 uChapter 6—Scheduled Maintenance
Application Administration Guide
4 From the Options menu, choose General Maintenance. Click the Schedule
tab. The default schedule for a generated maintenance task is Regularly:
Every 1 00:00:00, beginning at the current date and time. You can change this
value to the recurrence model you want.
If this task is referenced in the Scheduled Maintenance Administrative
Options, or the named template does not exist, the system creates a skeletal
scheduled maintenance task. Skeletal maintenance tasks have an inactive
state by default. Check the Active box to run the task.
Scheduled Maintenance in Inventory Management
Scheduled Maintenance is integrated with the ServiceCenter Inventory
Management module.
To access Scheduled Maintenance commands:
1 From the ServiceCenter home menu, click Inventory Management.
2 From the Assets tab, click Assets.
3 Do one of the following:
n
Type the Asset ID and click Search.
n
Click Search to view all assets, double-click the selected asset.
4 From the Options menu, choose Scheduled Maintenance, and click one of
the following commands:
n
Maintenance Tasks
n
Maintenance History
Generate Recurring
n
n
Incidents
n
Changes
n
Requests
Maintenance Tasks
Choose this command to show any maintenance tasks that are bound to a
specified device. A task that references a range of devices, such as every server
in Topeka, will not appear.
Scheduled Maintenance in Inventory Management t 159
ServiceCenter
Maintenance History
Choose this command to list how many incidents, changes, or requests are
generated when a maintenance task runs. From this list, you can view the
individual problem tickets, change requests and Request Management
quotes in detail. Maintenance tasks that create one incident, change, or
request show one entry. Maintenance tasks that create a collection of
incidents, changes, or requests for every record in inventory matching certain
parameters can generate different information each time the task runs.
For example, on May 1, there might be two servers in Topeka, but by June 1,
there might be a third server installed. Therefore, a task that generates a
change for every server in Topeka would generate two changes in May and
three changes in June.
Generate Recurring > Incidents,
Choose this command to generate a scheduled maintenance task for the
current device, which creates an incident ticket. This scheduled maintenance
task is based on a template incident ticket and other information from
Inventory Management.
Generate Recurring > Changes
Choose this command to generate a scheduled maintenance task for the
current device, which creates a change request. This scheduled maintenance
task is based on a template change request and other information from
Inventory Management.
Generate Recurring > Requests
Choose this command to generate a scheduled maintenance task for the
current device, which creates a Request Management quote. This scheduled
maintenance task is based on a template Request Management quote and
other information from Inventory Management.
Ticket Limitations
The Scheduled Maintenance Advanced Query has a built in anti-spam
feature. By default, the system will only generate 50 tickets, regardless of how
many records the advanced query returns. This is to prevent, for example, an
errant user from creating a Scheduled Maintenance task that would open a
160 uChapter 6—Scheduled Maintenance
Application Administration Guide
ticket for every device in inventory. However, if you want to be able to
generate a larger number of tickets, you can increase that number. This
threshold is user definable under the administrative options section of the
Scheduled Maintenance menu.
Generating Tasks from Scheduled Maintenance
This feature generates maintenance tasks for a specific device. Maintenance
tasks are relatively complex because they ultimately create incidents, changes,
or requests. The type of incident, change, or request a scheduled
maintenance task generates depends on a template ticket.
To access a template ticket:
1 From the ServiceCenter home menu, click Scheduled Maintenance.
2 From the Scheduled Maintenance menu, click Administrative Options. The
Scheduled Maintenance Administrative Options form appears with a list of
default templates.
Using a Template
ServiceCenter follows this series of steps when it applies a default template to
a new scheduled maintenance task.
n
A user selects Generate Recurring Incidents, Changes, or Requests. See
Scheduled Maintenance in Inventory Management on page 159.
n
In this example, ServiceCenter determines that the default incident
template is IM1001. See Template Administration on page 162.
n
ServiceCenter creates a scheduled maintenance task. When the task runs,
it creates a new incident ticket that looks like IM1001.
n
ServiceCenter enables a user to modify this maintenance task.
Scheduled Maintenance in Inventory Management t 161
ServiceCenter
The new ticket is not entirely template based. The default template for
IM1001 may reference another piece of hardware. ServiceCenter uses the
values in IM1001 and modifies them. ServiceCenter overrides the category of
IM1001 with the default problem management category for the device as it
appears in its inventory record. ServiceCenter overrides the device referenced
by IM1001 references with the new device.
Template Administration
You have the ability to identify templates for new scheduled maintenance
tasks, or to change the maximum number of tickets.
To select templates for use in task generation:
1 Open the Scheduled Maintenance menu and select Administrative Options.
Figure 6-1 shows the Edit Record dialog box.
Figure 6-1: The Edit Record dialog box
2 You can specify a ticket number for each of the following:
n
Default incident template
n
Default change template
n
Default request template
The default incident, change and request templates listed here refer to
existing incident, change, or request tickets. Choosing this option generates
a scheduled maintenance task that will subsequently create an incident,
change, or request based on the appropriate template ticket.
162 uChapter 6—Scheduled Maintenance
Application Administration Guide
To define the maximum number of queries to be returned:
1 Open the Scheduled Maintenance menu and select Administrative Options.
The Edit Record dialog box appears, as shown in Figure 6-1 on page 162.
2 Change the Max Generation Count field to a new value. Click OK to return
to the Scheduled Maintenance Menu tab.
3 Click Scheduled Maintenance.
4 Do one of the following:
n
Type the name of the scheduled task in the Name text box and click Find.
n
Click Search to display a list of all scheduled tasks. Double-click the
selected task. In this example, choose Shutdown Zombie Jobs.
5 Stop and restart the scheduler that executes Scheduled Maintenance tasks.
Figure 6-2: Scheduled Maintenance Tasks: Details tab
If you do not stop and restart the scheduler, the system does not recognize
that this value has changed.
Scheduled Maintenance in Inventory Management t 163
ServiceCenter
Adding Data Using Expressions
The ServiceCenter User’s Guide describes how to populate fields on an
incident ticket, change request, or Request Management quote. In addition
to those fields, you can use expression syntax to auto-fill additional fields in
the incident ticket, change request, or Request Management quote.
Expressions run after the simple information is filled in the incident ticket,
change request, or Request Management quote. You can use expressions to
override the category, assignee, or another field.
To fill fields using expression syntax:
1 Complete step 1 through step 4 on page 163.
2 Click the Details tab.
3 Figure 6-2 on page 163 shows the Advanced section on the Details tab.
4 Type the expressions that set selected fields to new values. The incident ticket,
change request, or Request Management quote are called $L.file in these
expressions. For example, to set the subcategory and priority code on
incident tickets, add these two lines of expression code.
subcategory in $L.file="application"
priority.code in $L.file="4"
where application is the name of the subcategory and 4 is the priority code.
Figure 6-3 shows how these expressions appear on the Details tab.
Figure 6-3: Using Expressions
1 Click Save.
164 uChapter 6—Scheduled Maintenance
Application Administration Guide
Scheduled Maintenance Overhead
Scheduled Maintenance relies on the Incident background scheduler to call
into the Scheduled Maintenance code at regularly scheduled intervals. If the
Incident scheduler is not running, no Scheduled Maintenance tasks run.
When a Scheduled Maintenance task runs, it increases the load on the
Incident scheduler by a marginal amount.
Scheduled Maintenance does not put a large load on your system unless you
are using the Scheduled Maintenance system to generate extraordinarily
large numbers of incident tickets, change requests, or Request Management
quotes. The impact of Scheduled Maintenance on your system if it creates
twenty tasks a day is approximately identical to the impact of one user
opening twenty tasks a day.
If you set up a Scheduled Maintenance task to create 20,000 Incident tickets
at 2:00 AM on January 1st, your system would slow down somewhat.
Scheduled Maintenance will create all 20,000 tickets consecutively, much the
same as one user opening 20,000 incident tickets consecutively. The
increased load may be noticeable but it will not be crippling.
Load Balancing
You should not notice any change in your system load when you use
Scheduled Maintenance. However, if you have unusually large numbers of
task opening every day, such as 1000 each day, or over 100 in a 10-minute
period, consider creating a private scheduler that runs only Scheduled
Maintenance tasks. When you create this scheduler and have it up and
running, change the class on the Scheduled Maintenance Hook schedule
record to match your new scheduler. You can also change the repeat interval
on the inhook schedule record to meet your site's needs.
To access the Scheduled Maintenance Hook schedule record:
1 From the ServiceCenter home menu, click the Toolkit tab.
2 Click Database Manager.
3 Type schedule.looksee in the Form field. Type schedule in the File field.
Click Search.
4 The blank Schedule File form appears. Click Search for a list of all records.
5 Locate and select Scheduled Maintenance Hook to populate the form fields.
Scheduled Maintenance Overhead t 165
ServiceCenter
The minimum effective repeat interval is one minute because the system
checks for tasks every minute. With adjustment, you can reduce this to about
10 seconds. You cannot reduce the interval to less than 10 seconds because of
the internal structure of the ServiceCenter scheduling system.
Calling a Format Control Record
Scheduled Maintenance includes a hook to allow you to execute a particular
Format Control record before it hands over control to the main
ServiceCenter code.
The normal Format Control record specified inside of an incident ticket,
change request, or Request Management quote always runs. However, you
can add an additional Format Control record. If you leave the Format
Control field blank, your normal Format Control record runs. If you specify
a Format Control record, all of your normal Format Control still runs, but
this named Format Control record runs first. Figure 6-4 shows the Format
Control text box on the Details tab.
Figure 6-4: Using Expressions
This mechanism is a hook that enables you to manage Format Control,
calculations (although task expressions can accomplish many of the same
tasks more simply), validations, or calls to subroutines. All of this happens
before the record is passed into the regular ServiceCenter incident, change or
request code.
To specify an extra Format Control record:
1 Complete step 1 through step 4 on page 163.
2 Click the Details tab.
3 Figure 6-4 shows the Advanced section on the Details tab.
4 Type the name of a Format Control record in the text box.
5 Click Save.
166 uChapter 6—Scheduled Maintenance
Application Administration Guide
The Add processes on this extra Format Control record will execute after the
expressions are parsed, but before the regular incident ticket, change request,
or Request Management quote management code.
Scheduled Maintenance Workflow
Figure 6-5 shows how information flows through Scheduled Maintenance.
Existing ServiceCenter Code
Scheduled Maintenance Module
Scheduled
Maintenance Module
checks for any
maintenance tasks that
need to be scheduled
ServiceCenter
Scheduler calls
Scheduled
Maintenance Module
ServiceCenter
Scheduler continues
Your existing Incident Management
Module fills in fields, validates the
record, and saves it with all your
customizations and rules followed.
No
Calls Into
Are there any?
Create an Incident
Ticket and fill it in
according to Task
Description
Yes
Incident, Change,
or Request?
Incident
Change
Request
Your existing Change Management
Module fills in fields, validates the
record, and saves it with all your
customizations and rules followed.
Calls Into
Create a Change
Request and fill it in
according to Task
Description
Your existing Request
Management Module fills in fields,
validates the record, and saves it
with all your customizations and
rules followed.
Calls Into
Create a Quote and fill
it in according to Task
Description
Figure 6-5: Scheduled Maintenance workflow
Scheduled Maintenance Workflow t 167
ServiceCenter
168 uChapter 6—Scheduled Maintenance
7
Inventory Management
CHAPTER
This chapter describes the administration of ServiceCenter’s Inventory
Management Module (ICM) helps you track organizational assets by
creating asset inventory records. Other ServiceCenter modules can access the
inventory records in ICM. For example, if you create an incident ticket,
Incident Management can access the component information from the
inventory database. Incident Management can insert this information in the
new ticket. You can also create inventory records with ICM.
Through network discovery tools, inventory records can be added
automatically and updated by network agents feeding device configuration
information into Inventory Management. For more information about
associated user tasks, see the ServiceCenter User’s Guide.
Read this chapter for information about:
n
n
n
n
n
n
The ICM Repository on page 170
Creating Subtables from an Array of Structures on page 175
Accessing Inventory Management on page 176
Organizing Inventory Records on page 178
Administering Inventory Management on page 180
Inventory Records on page 205
Inventory Management t 169
ServiceCenter
The ICM Repository
ICM provides a data repository that describes the physical and logical
network and any other assets you want to track in this way, such as furniture
and fixtures. Other ServiceCenter modules such as Incident Management
and Change Management use this data.
Although you may be constantly accessing ICM records, you will not
necessarily be running ICM. Other ServiceCenter modules retrieve
information from the ICM repository. Other ServiceCenter module records
display only the relevant information. You can view a complete inventory
record using the Find function from a field that is related to the inventory
record.
The ICM modules share a set of inventory files that describe the common
attributes of all devices, the specialized attributes of different device types,
and the relationships between them.
Primary and Attribute Files
The primary files are:
File Name
Contents
device
Contains records for each device or facility in the network and
serves as the device file for all network entities.
devtype
Creates the different device types and controls the relationships
between the different files that make up the network, how they are
displayed, and any script called when adding the device to the
database.
A separate set of database descriptors defines all common and specific
attributes that appear when you select a device.
170 uChapter 7—Inventory Management
Application Administration Guide
Database Dictionaries
There are three database dictionaries (dbdicts) for each component with an
attribute file:
n
device dbdict
n
attribute
n
joinfile
The logical.name field in both the attribute and device dbdicts create a
logical joinfile.
Device Files
The hardware and facilities in your network are devices that are described in
device files. Device files contain common information about each
component (hardware or software) in the system. There is a logical device
record for each component in the network. Each logical device record can be
retrieved from the device file. Depending on its type, the component may
also have a logical record in an attribute file. For example, every PC has a
logical device record in the pcdevice file, and also a logical attribute record
in the pc file.
Device file characteristics include:
n
Only one device file.
n
A logical record in the device file for every device in the ICM.
n
The logical.name field is the unique identifier in the dbdict.
The device dbdict is the general database dictionary. It contains a
logical.name field that is the unique identifier for each device. Fields in the
device file, except for logical.name, are not repeated in the attribute files.
t 171
ServiceCenter
Attribute Files
Most hardware or software device types have a set of descriptive attributes.
Different device types can share a common set of attributes. The descriptive
attributes are organized into logical attribute files, where each component
matching a device type has a logical record. For example, PCs have an
attribute file named pc. Not all device types have attribute files. Only
information specific to the named device type resides in this file. Only
information common to all network components resides in the device file.
Attribute file characteristics include:
n
There is one attribute file for every device type.
n
Attribute files have the same name as their device type.
n
The logical.name field is the unique identifier in the dbdict for each of
these files.
Attribute File Examples
There are associated attribute files that describe the specific features of each
device type. Some of the files are:
bridge
n circuit
n controller
n cpu
n fep
n modem
n
multiplexer
n path
n peripheral
n port
n switch
n workstation
n
Join Files
When a user accesses component data, ICM creates a joinfile for that
component by extracting information from both the device and attribute
files. The joinfile is a virtual (logical) file, residing only in memory and not
written to the database. This file contains no records, but does have a dbdict.
This file joins the fields in the component’s device file record with the fields
in the component’s attribute file.
172 uChapter 7—Inventory Management
Application Administration Guide
As a rule, the joinfile names have the prefix device. The name for this file is
a combination of the prefix device and its attribute file name
(device<attribute file>). For example, the virtual joinfile for a PC component
would be named devicepc. The form to display this joined data is named
device.<attribute>, for example, device.pc.
joinfile features include:
n
A joinfile contains no records.
n
A joinfile contains a combination of fields from the device file and related
attribute file.
n
The name for the joinfile is a combination of the device file and its
attribute file name (device<attribute name>).
n
The logical.name field is the unique identifier in the dbdict for each of
these files.
Remember that joinfiles never populated; they only serve to define the
extracted fields from the device file and the attribute files. Although
ServiceCenter displays the field information in record format, it is the virtual
joinfile that points to the original data.
When you make changes to the joinfile, ServiceCenter writes the changes to
the original data in the device and attribute files.
t 173
ServiceCenter
Example
Figure 7-1 shows how this file system works for a user seeking inventory
information about a PC.
dbdicts
devicepc
dbdict
device
pc
devicepc
device.pc.g
join file
(not saved to the database)
select record
update record
update record
logical
name field
select record
logical
name field
device file
pc (attribute file)
Figure 7-1: ICM Files
Hierarchy
ICM organizes components into an inventory hierarchy, according to their
function in the network.
Hierarchy Function
Parent
The next component up the hierarchy from a selected component. A
parent component must have an identified child component. For
example, a server would be the parent of a PC.
174 uChapter 7—Inventory Management
Application Administration Guide
Hierarchy Function
Child
The next component downward in the hierarchy. A child component
must have an identified parent component. For example, a local printer
would be a child of a PC.
Container A device that contains other devices. A container can be thought of as
a structure of other devices. A container is neither parent nor child,
although it can contain one or more parents and/or children. For
example, a network segment is the container for the PCs on that
segment.
Forms
ICM uses three different types of forms.
n
Device forms device and device.g are used for querying on fields common
to all device types. For example: a PC record may appear using device.g.
n
Attribute forms (one form for each attribute file) displays detailed
attribute data and are the basis for creating each attribute file’s Database
Dictionary. For example: attribute file name = circuit, form name =
circuit.
n
Join forms (one form for each joinfile) enables you to simultaneously
view, populate, and update fields in both device and attribute files.
Normal functions are available to add, delete, and update the records.
Special functions are available to access parents and children. For
example: joinfile name = devicecircuit, form name = device.circuit.
Creating Subtables from an Array of Structures
ServiceCenter enables a dbdict administrator to manage data more
effectively by creating subtables of unique and non-unique attributes within
an array of structures. You can use this feature to:
n
Improve mapping to external SQL database tables.
n
Implement a more cost-effective solution for managing attribute
information.
n
Simplify queries.
Creating Subtables from an Array of Structures t 175
ServiceCenter
The dbdict administrator can identify two subtable names for each array of
structures in the dbdict. One table contains the names of unique attributes;
the second table names non-unique attributes. A pop-up utility dialog box
enables you to identify which attributes are unique.
The subtable feature helps you create queries that can return detailed
information. This type of available detail can improve business and
management decisions. You can create subtables for an array of structures in
any dbdict. ServiceCenter ships with subtables already created for all arrays
of structures in the inventory dbdicts.
For more information, see ServiceCenter System Tailoring, Volume 2.
Accessing Inventory Management
You can access Inventory Management from the ServiceCenter home menu.
To access Inventory Management:
1 From the ServiceCenter home menu, click Inventory Management.
Figure 7-2 shows the Inventory Management menu.
Figure 7-2: Inventory Management menu
176 uChapter 7—Inventory Management
Application Administration Guide
Assets Tab
The Assets tab, shown in Figure 7-2 enables you to manage assets and view
and edit software installations and SLM (Service Level Management)
information.
Contracts Tab
The Contracts tab enables you to manage the contract queue, terms and
conditions, payments, and asset allocations. Figure 7-3 shows the Contracts
tab.
Figure 7-3: Inventory Management menu: Contracts tab
Accessing Inventory Management t 177
ServiceCenter
Administration Tab
The Administration tab enables you to add users to administer profiles,
device types, and software compliance data. Figure 7-4 shows the
Administration tab.
Figure 7-4: Inventory Management menu: Administration tab
Organizing Inventory Records
ServiceCenter uses parent/child relationships to organize inventory records.
These relationships depend on how the devices are related in a network.
Networks are based on a hierarchy. This hierarchal structure contains
parent-child relationships between devices. For example, Figure 7-5 on
page 179 shows a server as the parent of the PC attached to it.
178 uChapter 7—Inventory Management
Application Administration Guide
Child
PC
Parent
server
Figure 7-5: Parent device with a child
A parent device can have multiple children. The children do not have to be
of the same device type. For example, Figure 7-6 shows a server with different
types of PCs attached to it, a Pentium and a Macintosh. The same server has
a network printer attached, which is another child with the same parent (the
server) as the PCs.
Child
PC
Parent
server
Child
printer
Child
Mac
Figure 7-6: Parent device with multiple children
A child device can also have children. The child becomes both a parent and a
child. For example, Figure 7-7 on page 180 shows a PC with a local printer
directly attached. The PC is a child of the server and the parent of the local
printer.
Organizing Inventory Records t 179
ServiceCenter
Child
PC
Parent
server
Child
printer
Child
Mac
Child
local printer
Figure 7-7: Child device with a child
ServiceCenter uses parent/child relationships to structure inventory records.
Inventory records contain a field to list the parent device.
The inventory forms have choices in the Options menu to find parents and
children for a selected device. For more information, see Inventory Records on
page 205.
You can also have multiple parents for one device. Figure 7-8 shows how a
PC can connect to multiple servers.
Parent
server
Parent
Child
server
PC
Figure 7-8: Child with multiple parents
Administering Inventory Management
You can access Inventory Management and Configuration Management for
administrative purposes from the Service Management section of the
ServiceCenter home menu, or from the Central Administration
Utilities (CAU).
180 uChapter 7—Inventory Management
Application Administration Guide
The CAU enables you to access the operator’s record for user and contact
information, application profile privileges, and the Mandanten utility. You
can control and access several users or group access from within each module
or utility.
Inventory Management has sample data to use while learning the product.
Before putting ServiceCenter Inventory Management into your production
system, you must make modifications to match your system. Use this sample
data to test your modifications.
To administer users and security Profiles from the CAU, see the System
Administrator’s Guide.
ICM Environment
Inventory Management has an environment record to defines options that
affect functionality of the overall ICM environment for all users.
ServiceCenter ships with a default ICM environment record that you can
modify for your system.
To access the ICM Environment record:
1 From the ServiceCenter home menu, click Inventory Management to access
the Inventory Management menu.
2 From the Assets tab, click Environment. Figure 7-9 shows the Application
Environment record.
Figure 7-9: Asset Management Application Environment record
Administering Inventory Management t 181
ServiceCenter
3 Select the fields that you want to apply to your Inventory Management
system. Click Save or OK, or press F2, to save the changes.
Field
Description
Allow Access Without Operator Permits users without an individual or Group
Environment Record?
Profile for ICM to access the module using the
DEFAULT profile.
Skip Inefficient Query Warning? Disables the message warning users that a
non-keyed query will be slow. If you check this
option, it overrides the setting in the Allow
Inefficient Queries? option.
Allow Inefficient Queries?
Enables the user to execute a non-keyed query. if
you check Skip Inefficient Query Warning?, it
overrides this option.
Profiles
Just as with the other ServiceCenter modules, you can set up user profiles for
ICM users. These profiles supplement and further restrict any rights defined
in an operator record. There are no default options selected. For more
information, see User Profiles on page 21 and Adding a New User on page 203.
Adding ICM Capability to the Operator Record
Before you can add an ICM profile, the user must have rights to ICM defined
in the ServiceCenter operator record. Three capability words control access
to ICM.
Capability Word
Function
SysAdmin
Access to all user and administrative functions in ICM,
as well as the rest of ServiceCenter.
ICMAdmin
Access to all user and administrative functions in ICM.
Inventory management
Normal access to ICM user functions, as defined by the
ICM profile.
182 uChapter 7—Inventory Management
Application Administration Guide
The ICM profile adjusts ICM security access only for users with inventory
management capability. SysAdmin and ICMAdmin capabilities both grant
complete access to all ICM functionality. Read the following instructions to
learn how to modify an operator record of an existing user to provide
Inventory Management capability. For a complete list of capability words,
see the ServiceCenter System Administrator’s Guide.
Note: If the user does not have access to the ICM menu from the startup
screen, you must add the necessary controls using Forms Designer and
update the menu record.
To update an operator record:
1 Invoke the CAU using one of the following methods:
n
Type cau at the Command Line prompt.
n
From the ServiceCenter home menu, click the Utilities tab shown in
Figure 7-10.
Administration button
Command Line prompt
Figure 7-10: ServiceCenter home menu: Utilities tab
2 Click Administration. Figure 7-11 on page 184 shows the Administration
menu.
Administering Inventory Management t 183
ServiceCenter
Figure 7-11: Information/Security/Insight tab
3 From the Information/Security/Insight menu tab, click User
Administration in the Security area.
The Central Administration Utilities menu shown in Figure 7-12 appears.
The tabs in the form shown represent the options available to the system
administrator to centrally manage user access and privileges, and conduct
searches on contacts and operators.
Figure 7-12: Central Administration Utilities home menu
184 uChapter 7—Inventory Management
Application Administration Guide
4 Click View User Data.
5 Do one of the following.
n
Select BOB.HELPDESK from the drop-down list.
n
Type the ServiceCenter Login Name of the user whose operator record
you want to modify. For this example, type BOB.HELPDESK. Remember that
the user name is case-sensitive. Click OK.
Figure 7-13 shows the operator record for BOB.HELPDESK.
Figure 7-13: BOB.HELPDESK operator record
6 Click Edit Op Info.
Important: If the operator record is based on a template, adding the
capability to the template will provide ICM capability to the user
and all others who share the template.
Administering Inventory Management t 185
ServiceCenter
7 Click the Startup tab. Figure 7-14 shows the Startup tab information and the
list of capabilities.
Figure 7-14: Operator Record: Startup tab
8 Scroll to a blank cell in the Execute Capabilities list.
9 Type ICMAdmin in the blank cell in the Execute Capabilities list. Remember
that capability words are case-sensitive.
10 Click Save. The status bar displays a message that the record was updated.
Now you can set the parameters of the user’s access.
Adding an ICM Profile
After you modify the operator record to grant ICM rights to a user, you must
add an ICM profile for that user.
ServiceCenter ships with a series of profiles, based on User Roles. The
DEFAULT profile sets the parameters for users who are not defined by any
other profile. Users can access ICM using only this profile if you selected the
Allows Access Without an Operator Environment Record option in the
Inventory Management Environment record. For more information, see
ICM Environment on page 181.
186 uChapter 7—Inventory Management
Application Administration Guide
To add and edit ICM profiles:
1 From the ServiceCenter home menu, click Inventory Management to access
the Inventory Management menu.
2 From the Administration tab, click Asset Profiles. Figure 7-15 shows an
inventory security profile form.
Figure 7-15: Inventory Security Profile form
3 Do one of the following:
n
Type a Profile Name for an existing user.
n
Click Search to display a list records. Double-click the record to be viewed
or modified.
n
To create an entirely new profile, type a new name in the Profile Name
field. Click Add or press F1. The status bar displays a message that the
record is added.
n
To create a profile based on a currently existing profile:
n
Click Search to display a list of records.
n
Double-click the record to be copied.
Administering Inventory Management t 187
ServiceCenter
n
Type the new name in the Profile Name field.
n
Click Add or press F1. The status bar displays a message that the record
is added.
Example
1 Select the existing profile TECH, as shown in Figure 7-16.
Figure 7-16: ICM Security Profile
2 Select the Inventory Management environment rights for the operators using
this profile. For a list of options and their definitions, see Inventory Security
Profile options on page 189.
For this example, select the Allow Inefficient Queries option. Leave all other
options as they are.
3 In the Initial Format text box, type the name of the form that appears when
the operators using this profile access Inventory Management. If you leave
this field blank, the operator record defaults to the Startup menu for the user.
To select from a list of existing formats, place your cursor in the Initial
Format text box and click Fill or press F9. For this example, leave the field
blank.
188 uChapter 7—Inventory Management
Application Administration Guide
4 In the Device Type Restrictions area, type the device types that the operators
using this profile cannot add, delete, or update. If this area is blank, all device
types are available to this profile. To select from a list of existing formats,
place your cursor in one of the Device Type Restrictions text boxes and click
Fill or press F9. For this example, leave these fields blank.
5 Select the Threading options that you want to be available for this profile.
Option
Function
Inbox > Search
Displays the inbox in a different window after a search runs from
that inbox.
Search > List
Keeps the search form open after a QBE list appears.
List > Edit
Causes a device selected from the search list, to appear in a new
window. The user is able to view multiple devices from the same
list. If you omit this option, the device appears in the same
window as the list.
Inbox > Edit
Displays an inbox after you retrieve a record.
6 Click Save or press F4. The status bar displays a message that the record was
updated.
7 Click OK or press F2 to return to the blank ICM Profile record.
8 Click Back to exit ICM profiles.
A user, such as BOB.HELPDESK, can now log on to ServiceCenter with the
TECH profile settings and access ICM.
Inventory Security Profile options
The options in this table are available to ServiceCenter System
Administrators (SysAdmin capability) and ICM Administrators
(ICMAdmin capability) regardless of the parameters are selected in this
Profile record.
Field
Definition
Add
Add component records.
Update
Update component records.
Delete
Delete component records.
Print
Enables the print option for the user or group.
Administering Inventory Management t 189
ServiceCenter
Field
Definition
Fill
Enables the Fill function for the user or group.
Find
Enables the Find function for the user or group.
Mass Delete
Select a group of inventory records and delete them.
Change Devtype Change the device type of an asset.
Mass Update
Select a group of inventory records and modify fields in those
records.
Open Incident
Open an incident ticket from within Incident Management.
Request Change
Open a change request in Change Management from within
ICM. For more information, see Change Management on
page 345.
Query Window
Run structured queries in ICM.
Export
Export component records to an external file.
Count Records
Count the records in a QBE list.
Views
View alternate forms in ICM.
The options in this table are available only when selected.
Field
Definition
Require Password
Require a password to access ICM.
Confirm on End
Display a confirmation form before exiting the primary ICM
module.
Allow Inefficient
Queries
Execute an incomplete or partially-keyed query. This option is
overridden if you select Skip Inefficient Query Warning.
Skip Inefficient
Query Warning
Disable the message warning the user that a non-keyed query
will be slow. If you choose this option, you will override Allow
Inefficient Queries.
Device Types
The devtype file contains a record for each type of component you are
tracking in ICM. ServiceCenter ships with a series of device type records,
which you can modify or delete. You also can add new device type records.
190 uChapter 7—Inventory Management
Application Administration Guide
To access a device type record:
1 From the ServiceCenter home menu, click Inventory Management to access
the Inventory Management menu.
2 From the Administration tab, click Device Types. Figure 7-17 shows the
Device Type Definition form.
Figure 7-17: Inventory Device Type Definition form
3 To search for a specific device type record, do one of the following:
n
Leave the fields blank and press Enter to perform a true query and retrieve
a list of all current device type records. Select a record from the QBE
record list.
n
Type a device type name in the Device Type Name field, which retrieves
the record from the devtype file. Press Enter.
Administering Inventory Management t 191
ServiceCenter
For this example, type Computer in the Device Type Name field and press
Enter. Figure 7-18 shows the device type record.
Figure 7-18: Inventory Device Type Definition record
The following table describes the fields in the Device Type Definition form.
Field
Description
Device Name
Descriptive name of the device type.
Device Type
Internal name of the device used by ServiceCenter.
Bitmap
Device bitmap name.
Format Name
Join format displayed for component of this device type.
Attr File
Attribute file associated with this device type.
Join Def
Join Definition record associated with this device type.
Print Format Name
Print format associated with this device type.
Active?
Whether or not this device type is active.
Sub Types:
Names of different types of this device.
192 uChapter 7—Inventory Management
Application Administration Guide
Creating a New Device Type
You can use the Create a New Device Type wizard to create a device type,
along with the accompanying attribute and join forms. You can create the
attribute and join forms separately before you create the new device type.
To create a new device type:
1 From the ServiceCenter home menu, click Inventory Management to access
the Inventory Management menu.
2 From the Administration tab, click Add New Device Types. Figure 7-17
shows the wizard splash screen. click Next.
Figure 7-19: Introduction to the Create New Device Type wizard
Administering Inventory Management t 193
ServiceCenter
3 Figure 7-20 shows where you can specify the device name. For example, type
UPS in the Device Type Name field. ServiceCenter displays this name to the
user.
Figure 7-20: Specify the device name and type
4 Specify the Device Type name. For example, type ups to identify the attribute
form to be used with this device type. ServiceCenter uses the device type to
create the attribute file and to create the joinfile definition. Click Next.
5 Figure 7-21 on page 195 shows the form where you can specify the display
and print format names. Do one of the following:
n
To select an existing format, click Fill, and double-click to select the name
from the list.
n
To create a new format, type a new format name in the text box. The
format name can adhere to any naming convention; however, Peregrine
Systems uses: device.xxx.g.
194 uChapter 7—Inventory Management
Application Administration Guide
Figure 7-21: New format name
6 A message appears to ask if you want to use the device.template format as a
template for your new format. For each new format name you enter, a
corresponding message asks if you want to use the device.template format.
n
To use the format, click Yes.
n
To specify a different format name, click Cancel and type the new name in
the New Format text box.
n
If a warning appears, click OK to proceed.
Note: If you click No, the format name will not be used but not created.
For the example, click Yes.
Administering Inventory Management t 195
ServiceCenter
The Modify the formats associated with the new Device Type dialog box
shown in Figure 7-22 appears.
Figure 7-22: Modify the formats associated with the new device type
7 You can edit the display and print formats to give each format the
appropriate appearance and function. To edit a form:
n
Click Find to open the template format with Forms Designer.
ServiceCenter retrieves all fields on the template form from the device file.
If you add a new field to the format, ServiceCenter also adds it to the
attribute file.
n
Click Design to display your new format in design mode.
n
Modify the format as needed.
n
Click OK to save the changes and exit design mode.
n
Click OK to return to the Wizard.
8 Repeat step 7 as necessary. When you finish editing the display and print
formats for each form, click Next.
196 uChapter 7—Inventory Management
Application Administration Guide
9 Click Next. Figure 7-23 shows where you can specify an attribute file name.
Figure 7-23: Attribute file name
Do one of the following:
n
Select an existing file name from the drop-down list. Click Next. Skip to
step 10 on page 198.
n
Type a new name, omitting blank spaces and special characters. For
example, deviceups. Click Next. A message informs you that the device
does not exist. If you want to create the device, click Yes. Proceed to
step 10 on page 198.
n
To omit using an attribute file, leave the text box blank and click Next.
Administering Inventory Management t 197
ServiceCenter
10 Figure 7-24 shows where you can specify a join definition source.
Figure 7-24: Joindef source
Do one of the following:
n
Omit a Join Def record name and click Next. ServiceCenter suggests a
name. To accept that name, click Yes.
n
Click Fill to view and select a Join Def from a list of available records. Click
Next.
11 Figure 7-25 on page 199 shows where you can specify a list of subtypes to be
associated with the new device type. These subtypes can be anything that
makes sense for your configuration. Click Next.
198 uChapter 7—Inventory Management
Application Administration Guide
Figure 7-25: List of subtypes
12 Figure 7-26 shows where you can activate the new device type. You can
choose to omit this step. Click Next.
Figure 7-26: Activate the new device type
Administering Inventory Management t 199
ServiceCenter
13 A message that the device type was added appears. Click OK to return to the
Administration tab.
14 Click the information button on the toolbar to read any messages.
ServiceCenter displays information about your new device type. If the icon is
blue, there is a required action; if it is red, there is an error message.
15 You must log out and log back in for your new device type to be displayed in
the drop-down list in the Type field of a device record.
Updating a Device Type Record
Follow these steps to update the device type record.
1 Complete step 1 on page 191 through step 3 on page 191.
2 Edit the fields you need to change.
3 Click Save or press F4.
Deleting a Device Type Record
If the device type shares join forms with another device type, copy the shared
forms first. Then after deleting the device type, rename the shared forms to
their original names.
To delete device type records:
1 Click Inventory Management in the ServiceCenter home menu.
2 Select the Administration tab.
200 uChapter 7—Inventory Management
Application Administration Guide
3 Click Device Types. A blank inventory device type form appears.
Figure 7-27: Device Type Definition form
4 Locate the device type you want to delete. You can do one of the following:
n
Leave the fields blank and press Enter to perform a true query and retrieve
a list of all current device type records. Select a record from the QBE
record list that is opened.
n
Type a device name in the Device Type Name field, which pulls the record
from the devtype file, and press Enter.
5 When the record displays, click Delete or press F5. A message appears to
confirm the deletion of the record.
Click Yes to delete the record. Click No to cancel the action and return to the
record.
Administering Inventory Management t 201
ServiceCenter
6 Figure 7-28 shows the Confirm Delete Action form.
Figure 7-28: Confirm Delete Action form
7 Clear any items you don’t want deleted.
Note: ServiceCenter selects all items by default. Peregrine Systems
recommends that you delete all components related to a particular
device type. Be careful when you delete components because some
components may be used by other device types. Deleting components
used by other device types can prevent you from displaying assets tied
to those device types.
8 Click Confirm or press F1 to delete the record. ServiceCenter returns you to
the Device Type Definition form.
9 Click View Messages in the toolbar to view additional messages and
instructions.
202 uChapter 7—Inventory Management
Application Administration Guide
Adding a New User
The system creates the following records for the new user:
n
Contact record
n
Operator record with Inventory Management capabilities
n
Inventory Management Profile record.
To add a new user to the system:
Type cau on any menu command line or navigate through the ServiceCenter
menu system:
1 From the ServiceCenter home menu, click the Utilities tab.
u
2 Click Administration. The Administration menu displays the
Information/Security/Insight tab.
3 Click User Administration in the Security area. The Central Administration
Utilities menu appears. The tabs in the form represent the options available
to the system administrator to centrally manage user access and privileges,
and to conduct searches on contacts and operators.
4 Click User Quick Add Utility. Type the name of the user to be added in the
new dialog box. For example, type JOE.USER . Click OK.
5 A dialog box appears to clone another user. Do one of the following:
n
Click Yes to clone another user. Select an existing User from the
drop-down list.
n
Click No to create a user from scratch.
Fir this example, click Yes. A message asks you to type the name of the user
to be cloned. Copy BOB.HELPDESK.
6 Click OK or press Enter. The new operator record appears with the new
operator name in the Login Name text box.
7 Modify the operator record as needed.
8 Click Add to save the new operator record.
9 A message appears to ask if the user already has a contact record. Click No.
10 Type the contact name of the new user.
Administering Inventory Management t 203
ServiceCenter
Figure 7-29 shows the User Contact Information form.
Figure 7-29: User Contact Information template
11 Complete the record with all relevant data.
12 Click Add.
13 Complete any other administrative maintenance on the Operator Record.
14 Click Save and return to the Central Administration Utilities menu.
Where to Find More Information
For more information about the following subjects, see the Central
Administration Utilities section in the System Administrator’s Guide.
n
creating, using, or updating operator records
n
administration tasks
n
ICM profiles
For more information about Forms Designer, see System Tailoring, Volume 1.
204 uChapter 7—Inventory Management
Application Administration Guide
Inventory Records
The device file is a central repository for asset information and is referenced
throughout ServiceCenter. Navigational buttons in the device form or device
attribute join form allow you to access incident tickets, change records, and
Request quotes for a particular asset. Each inventory record in ICM contains
information about a particular device. Tabs and field data vary, depending
on the asset selected.
To access an asset record:
1 From the ServiceCenter home menu, click Inventory Management.
2 Click Assets.
3 Do one of the following to display an asset record:
n
Click Search to perform a true query and retrieve a list of all current device
type records. From the generated list, double-click the Name in the record.
n
Specify data to narrow your search. For example, type the name of an asset
in the Asset field or select a device type from the Type field. Click Fill to
display a list for the named field.
4 Click Search or press Enter.
Figure 7-30 shows the list and the asset form.
Figure 7-30: Asset record
Inventory Records t 205
ServiceCenter
Some fields in other ServiceCenter modules, such as Incident Management,
are filled in with values specified in inventory records. For example, the
inventory record Device Type field populates the Type field in an incident
ticket. This provides consistency throughout the system.
You can also use the fields to create records for new devices. For more
information, see Creating a New Device Type on page 193. The Options menu
and system tray buttons are consistent throughout the various inventory
device forms.
Where to Find More Information
For more information about options menus and fields, creating and
updating an asset record, see the ServiceCenter User’s Guide.
206 uChapter 7—Inventory Management
8
CHAPTER
Inventory Management Service
Information
Service Information provides service level agreement data about devices in
the inventory database. A Service Level Agreement (SLA) tracks device
availability and response time guarantees for devices in the ICM database.
For more information, see Service Level Management on page 259.
Read this chapter for information about:
n
Accessing Service Level Agreements on page 208
n
Contract Management Environment Records on page 209
n
Adding a Contract Management Profile on page 210
n
Alerts on page 215
n
Contract Status on page 215
n
Currency Conversion Utility on page 215
n
Software Tracking and Compliance on page 221
n
License and Installation Models in the Catalog on page 222
n
Software Tracking and Compliance Example on page 238
Inventory Management Service Information t 207
ServiceCenter
Accessing Service Level Agreements
You can access the Service Level Management (SLM) feature directly from
the ICM menu.
To view Service Level Agreements:
1 From the ServiceCenter home menu, click Inventory Management.
2 Click SLA Information. Figure 8-1 shows the SLA Search form.
Figure 8-1: SLA Search form
3 To view an SLA, do one of the following:
n
If you have any information about the SLA, type it into the appropriate
fields and click Search or press Enter. A record list appears with all
matching records. Double-click the record that you want to view.
n
Click Search to perform a true query and retrieve a list of all current SLM
records. Double-click the record that you want to view.
208 uChapter 8—Inventory Management Service Information
Application Administration Guide
Figure 8-2 shows an SLA record.
Figure 8-2: SLA Record with a record list
Contract Management Environment Records
Contract Management contains an environment record with options that
affect functionality of the overall Contract Management environment for all
users. ServiceCenter ships with a default Contract Management environment
record that you can modify for your system.
To access the Contract Management Environment record:
1 From the ServiceCenter home menu, click Inventory Management.
2 Click the Contracts tab.
3 Click Environment. For more information, see ICM Environment on
page 181.
Contract Management Environment Records t 209
ServiceCenter
Contract Management Permission
Before a user can add a contract profile, the user must have Inventory
Management rights defined in their ServiceCenter operator record. Three
capability words control access to Inventory Management:
Capability Word
Function
SysAdmin
Access to all user and administrative functions in
Inventory Management, as well as the rest of
ServiceCenter.
ICMAdmin
Access to all user and administrative functions in
Inventory Management.
inventory management
Normal access to Inventory Management user functions,
as defined by the Inventory Management profile.
Note: The Inventory Management profile adjusts Inventory Management
security access only for users with Inventory Management capability.
SysAdmin and ICMAdmin capabilities both grant complete access to
all ICM functionality.
For a complete list of capability words, see the ServiceCenter System
Administrator’s Guide.
Adding a Contract Management Profile
After you modify the operator record to give a user Contract Management
rights, you must add a Contract Management profile for that user.
ServiceCenter ships with a series of profiles, based on User Roles. The
DEFAULT profile sets the parameters for users who are not defined by any
other profile. Users can access Contract Management using this profile only
if you select the Allows Access Without an Operator Environment Record
option in the Inventory Management Environment record. For more
information, see ICM Environment on page 181.
To add and edit ICM profiles:
1 From the ServiceCenter home menu, click Inventory Management.
2 Click the Administration tab.
3 Click Contract Profiles.
210 uChapter 8—Inventory Management Service Information
Application Administration Guide
Figure 8-3 shows a Contracts Security Profile form.
Figure 8-3: Contracts Security Profile form
4 Do one of the following:
n
In the Profile Name field, type the profile name for the operator for whom
you are building this profile.
n
If you are modifying an existing profile, click Search to perform a true
query and find that profile. Double-click the record that you want to view
and modify.
5 Threading allows the previous window to remain when you request a new
record. For example, when you select a record from a QBE list, the QBE list
remains after the record appears in a new window. Choose the Threading
options that you want available for this profile.
Option
Function
Inbox > Search
Displays the inbox in a different window after running a search
from that inbox.
Search > List
Deeps the search form open after displaying a QBE list.
Adding a Contract Management Profile t 211
ServiceCenter
List > Edit
Causes a device selected from the search list to appear in a new
window. Therefore, you can access multiple devices from the
same list. If you do not select this check box, the device
information appears in the same window.
Inbox > Edit
Displays the inbox after you access the record.
6 Select the Contracts rights for the user.
Field
Function
Add Contract
Add contracts.
Update Contract Edit an existing contract.
Cancel Contract Cancel a contract (as long as it is in draft mode.)
Renew Contract with renew contract capability, the Renewal Info tab appears on
a contract form.
7 Select the Contract Templates rights for the user.
Field
Function
Create Template Create a contract template.
Select Template
Select a template when creating a contract. The Wizard has only
the contract type drop-down list.
Update Template Access and make changes to a contract template.
Delete Template
Delete a contract template.
8 Select the Software Counters rights for the user.
Field
Function
Create Counter
Create a software counter.
Update Counter
Access and make changes to a software counter.
Delete Counter
Delete a software counter.
Compliance Check Control the appearance of the Compliance Check and Create
Schedule Record buttons on the Software Counter
Information form.
212 uChapter 8—Inventory Management Service Information
Application Administration Guide
9 Select the Payments rights for the user.
Field
Function
Schedule Payment
Control the appearance of the Schedule a Single Payment
button on the Contract Information form. Also control the
appearance of the Payments button on the Contracts tab.
Gen Payment
Sched
Control appearance of the button on the contract on the
Payment Information subtab of the Financial tab on the
Contract Information form.
Update Payment
Access and make changes to a payment record.
Submit Payment
Control the appearance of the button on the Payment
Information subtab on the Contract form. The contract must
be in pending mode for this button to appear.
Cancel Payment
Control appearance of button on the Payment Information
subtab on the Contract form. The contract must also be in
pending mode for this button to appear.
10 Select the Asset Allocation rights for the user.
Field
Function
Add Asset
Add assets to a contract.
Gen Asset Allocation Generate an allocation percentage spread against any assets
that are attached to a contract.
Update Asset
Access and make changes to asset allocations on a contract.
Delete Asset
Delete assets from a contract.
11 Select the Terms and Conditions rights for the user.
Field
Function
Add Term/Condition
Add contract terms and conditions.
Update
Term/Condition
Access and make changes to contract terms and
conditions.
Delete Term/Condition Delete terms and conditions.
Adding a Contract Management Profile t 213
ServiceCenter
12 Select the General Privileges for the user.
Field
Function
Require Password
Require a password to access ICM.
Confirm on End
Display a confirmation form before exiting the primary ICM
module.
Allow Inefficient
Queries
Execute an incomplete or partially-keyed query. This option
is overridden when you select Skip Inefficient Query
Warning.
Skip Inefficient
Query Warning
Disable the message warning the user that a non-keyed
query will be slow. Overrides the Allow Inefficient Queries
setting.
Print
Enable the print option for the user or group.
Fill
Enable the Fill function for the user or group.
Find
Enable the Find function for the user or group.
Query Window
Run structured queries in ICM.
Export
Export component records to an external file.
Count Records
Count the records in a QBE list.
Mass Add
Select a group of inventory records and add them to the
database.
Mass Update
Select a group of inventory records and modify fields in
those records.
Mass Delete
Select a group of inventory records and delete them.
13 If you added a new profile, click Add or press F1. The status bar displays a
message that the record is added.
14 Click OK or press F2 to return to a blank ICM Profile record. If you modified
an existing profile, click Save or press F4. The status bar displays a message
that the record was updated.
214 uChapter 8—Inventory Management Service Information
Application Administration Guide
Alerts
ServiceCenter comes with the following alerts out of the box:
n
Contract expiration 30 days
n
Contract renewal pending
Administrators can create additional alerts as needed. For more information,
see the System Tailoring guide.
Contract Status
There is a schedule record named Contract Status and a background
scheduler named contract. ServiceCenter uses the background scheduler and
the information in the schedule record to check for start date, expiration
date, and status to determine if updates are required.
For more information, see these guides:
n
ServiceCenter User’s Guide
n
ServiceCenter Client/Server Installation Guide for Windows
n
ServiceCenter Request Management Guide
n
ServiceCenter System Tailoring
n
ServiceCenter Work Management
Currency Conversion Utility
Contract Management has a currency conversion utility that automatically
converts national currencies, depending on exchange rates at the time the
contract is granted. You can enter daily exchange rates into the system to
ensure accurate rate conversions. Contract Management manages all
currencies in compliance with European Union currency regulations, and
ships with the fixed inter-European exchange rates pre-loaded into the
system.
Alerts t 215
ServiceCenter
To set daily exchange rates:
1 From the ServiceCenter home menu, click the Support tab.
2 Click Conversion Rates. Figure 8-4 shows a blank Conversion Rate
Information form.
Figure 8-4: Blank Conversion Rates form
You can also access the Conversion Rate Information form by clicking
Service Level Mgmt. on the ServiceCenter home menu and then clicking
Conversion Rates.
216 uChapter 8—Inventory Management Service Information
Application Administration Guide
3 Click Search or press Enter to perform a true query to retrieve a list of all
current conversion records. Figure 8-5 shows a list of conversion rates.
Figure 8-5: Conversion Rates QBE list
4 Choose a currency from the record list to update.
5 Click Save. The following table describes Currency Conversion record fields
Field
Description
Root Cur Code
The family of currencies on which you want to base all your
contracts.
Date
Date of the exchange rate shown in the Rate field.
Rate
Rate of exchange between the currencies entered in the record as
of the date in the Date field.
Currency Code
System codes for the specific currencies used in contracts.
Currency Definitions
Currency definition records define currency codes for each of the
international currencies entered in the system and establish whether or not
an individual currency has European Union Currency (EUR) as its root.
Currency Conversion Utility t 217
ServiceCenter
To view a currency definition record:
1 From the ServiceCenter home menu, click the Support tab.
2 Click Currencies. Figure 8-6 shows a blank Currency Information form.
Figure 8-6: Currency Information search form
You can also access the Currency Information form by clicking Service Level
Mgmt. on the ServiceCenter home menu and then clicking Currency
Definitions.
3 Do one of the following:
n
Type the name of a currency or other search criteria and click Search or
press Enter.
n
Click Search to perform a true query and retrieve a list of all currency
definition records.
218 uChapter 8—Inventory Management Service Information
Application Administration Guide
4 The requested record or a QBE list of records appears. Double-click the
record that you want to view or modify. Figure 8-7 shows a Currency
Definition record.
Figure 8-7: Currency Definition record
5 Add, edit, or delete currency definitions in this form. The following table
describes Currency Definition record fields.
Field
Description
Name
Common name of the currency (for example, German Mark).
ISO 4217 Code International Standard Organization for currency codes
Active?
If a currency is selected as active in the currency definition
record, the currency appears in the Currency field drop-down list
wherever the Currency field displays.
EU Currency?
The selection of this check box identifies the currency as
belonging to the European Union.
Notes
Users may enter any comments they want in this field.
Symbol
The international symbol for the currency (for example, $ for US
Dollars).
Prefix or Suffix Display format of a currency shows the position of the symbol in
relation to the number (for example, $1, 1 DM)
Decimal
Symbol
Symbol used in the currency to indicate decimal placement.
Currency Conversion Utility t 219
ServiceCenter
Field
Description
Digits After
Decimal
The number of placeholders allowed after a decimal.
Grouping
Separator
The group of large number. In USD, there is a comma (,) in a
four-digit number (1,000). Other currencies may not use a
grouping separator.
Calculating Payments
The Assets tab displays a line for each contract asset. Expense line amounts
are based on the weighted allocations that are assigned to the assets. When
you record payments, there is an internal application that adds the weighted
amount allocation, compares the result to the total, and calculates the first
payment. Figure 8-8 shows the Assets tab.
Figure 8-8: Assets tab
Example
If you make a payment of $127.50(USD) for the three assets, there is an
expense line created for each asset. Each expense line is allocated
approximately one-third of the payment.
First asset
42.59
Second asset
42.46
Third asset
42.46
Total
127.51
When ServiceCenter adds the allocated amounts, the total is 127.51, which is
one cent over the total payment amount.
220 uChapter 8—Inventory Management Service Information
Application Administration Guide
ServiceCenter adjusts the first allocation amount to ensure the total allocated
amount equals the actual payment amount. The final expense line amounts
are as follows:
First asset
42.58
Second asset
42.46
Third asset
42.46
Total
127.50
For more information, see Expense Lines on page 329.
Software Tracking and Compliance
ServiceCenter includes functionality that empowers you to manage the
software used in your organization. You can:
n
Set up software inventories.
n
Verify that the number of actual software installations is within the
number of installations allowed by your licenses.
n
Link each software license to a specified contract.
n
Manage software suites.
Software Tracking and Compliance t 221
ServiceCenter
Managing software includes managing the application, license, installations,
and contracts. The following tables work together to manage software in an
organization.
Table
Function
model
Track different software models, including software license and
software installation models.
device
Track data about each application and software license.
contractsoftware Document any financial and procurement information for
licensing agreements. You can also attach multiple licenses to a
software contract.
contractitem
Track the associations between contracts and assets.
pcsoftware
Track software installations.
softwarecounter Verify that the number of software installations you actually
have conforms with the number of installations allowed by your
licenses.
License and Installation Models in the Catalog
Models are the different categories of assets contained in the catalog. To
effectively track software licenses, there must be two types of models in the
catalog:
n
Software license model
n
Software installation model
The Software Tab
The Software tab displays information for software licensing and installation.
Use this tab only if the data in the LI Category field on the Catalog tab
references a software license or software installation.
Field
Description
Application Name
Name of the software application you’re licensing or
installing.
Single-User
License that allows software to be installed on a single
workstation to be used by a single user.
222 uChapter 8—Inventory Management Service Information
Application Administration Guide
Field
Description
Multi-User
License that allows software to be installed on multiple
workstations to be used by multiple users.
Per named workstation
A multi-user licensing type that allows multiple software
installations across multiple workstations. This field
only displays if the Multi-User option is selected.
Total No. of Installs
The maximum number of times you can install the
software. This field only display if the multi-user
licensing type, Per named workstation, is selected.
Per named user
A multi-user licensing type that allows a specified
number of individuals to have access to the software.
This field only displays if the Multi-User option is
selected.
Total Number of Named The maximum number of people who can be named to
Users
have access to the software.
Per concurrent accesses
A multi-user licensing type that allows a specific number
of individuals to have access to the software at the same
time. This field only displays if the Multi-User option is
selected.
Concurrent Accesses
The number of people who can access the software at the
same time.
Evaluation Rights
The maximum number of installations allowed for
demonstration or evaluation purposes.
Number of Points
For certain types of licenses, the number of points each
license right consumes.
Version
The current version of the software application.
Authorized
Whether the software application has been authorized
for use.
To add a software license model to the catalog:
1 From the ServiceCenter home menu, click the Support tab.
2 Click Models. The Model Information form appears.
License and Installation Models in the Catalog t 223
ServiceCenter
3 On the General tab of the Model Information form, supply any necessary
information, which may include:
Option
Function
Part No.
Unique identifier for each model in the catalog.
Brief Description
A short statement describing the incident that is automatically
entered in the incident ticket when you select this cause code.
Manufacturer
Name of the manufacturer. Data in this field is read-only since
it displays based on the Part Number you enter.
Model
Manufacturer’s model number for the asset. Data in this field
is read-only because it depends on the Part Number.
Cost
Purchase amount of the model.
Currency
Currency on which the cost is based.
Your organization may require that you complete additional fields.
Figure 8-9 shows the General tab on the Model Information form.
Figure 8-9: Model Information form: General tab
4 Click the Catalog tab.
224 uChapter 8—Inventory Management Service Information
Application Administration Guide
5 On the Catalog Information subtab, type the line item category name, such
as Software License, in the LI Category field. For more information, see the
ServiceCenter Request Management Guide.
Figure 8-10 shows the Catalog Information subtab.
Figure 8-10: Model Information form: Catalog Information subtab (Catalog tab)
6 Click the Software tab and type the following data:
n
Application Name
n
License Information
n
Multi-User License Type
n
Total Number of Installs
n
Evaluation Rights
7 Click Add or press F2.
To add a software installation model to the catalog:
1 Complete step 1 on page 223 through step 5 on page 225.
License and Installation Models in the Catalog t 225
ServiceCenter
2 On the Catalog tab and its associated subtabs, there are two fields that require
entries appropriate for a software installation model.
Field
Function
Part No.
Must be a unique number.
LI Category
The line item category for a software installation model is software
installation.
3 Click the Software tab and type the following information:
n
Application Name
n
Installation Information
n
No. of points
n
Version
n
Authorized?
4 Click Add or press F2.
Managing Different Types of Multiple Licenses
ServiceCenter allows you to choose one of three types of multiple licenses:
n
Per named workstation enables you to install a software application on a
given number of identified workstations. For example, a license for an
office automation suite that can be installed on 1,000 workstations.
n
Per named user enables access to an application or database for a given
number of users. For example, a license enabling access to a database for
500 named users.
n
Per concurrent accesses enables a specified number of concurrent accesses
to a database. For example, a license enabling 1,000 concurrent users
access to the database.
For each multiple license, ServiceCenter has a Rights field, which specifies the
number corresponding to the number of:
n
Workstations on which the software can be installed.
n
Named users.
n
Simultaneous accesses.
226 uChapter 8—Inventory Management Service Information
Application Administration Guide
Software counters use these values to verify that your company has not
exceeded the number of installations or concurrent users granted by a
license.
Adding Software Licenses as Asset Records
A software license is an asset stored in the device table. It represents the
number of authorized software uses within an organization. For example,
you may purchase a 50-user license for Microsoft Office that supports 50
installations of Microsoft Office.
To create a software license:
1 From the ServiceCenter home menu, click Inventory Management. Click
Assets. Figure 8-11 shows the Asset Information form.
Figure 8-11: Asset Information form
2 Populate the fields with available information about the asset to create an
asset record.
3 Select Software License in the Type field drop-down list.
4 Choose the appropriate subtype in the Subtype field drop-down list.
License and Installation Models in the Catalog t 227
ServiceCenter
5 Click New. Figure 8-12 shows the Device Software License form.
Figure 8-12: Asset Information form
6 On the Summary tab, type the part number in the Part Number field. The
Part Number field retrieves license model information from the catalog.
7 Complete the appropriate fields on the Summary, Financial, Contact, and
Attachments tabs. For more information, see the ServiceCenter User’s Guide.
8 Click the License tab and complete the appropriate fields. The License tab
includes the following subtabs and fields.
Field
Description
Application Name
Name of the software. This information comes from the
model table based on the part number you entered on
the Summary tab.
Where is the software
resident?
Where the software resides, either the network or the
client.
Can software be used in
multi-OS environment?
Can the software be used on more than one operating
system?
Current Version
The current version number of the software in the
contract.
Past Versions
Previous version number of the software.
228 uChapter 8—Inventory Management Service Information
Application Administration Guide
Click the License Type subtab
Fields and Options
Description
Single-User option
License that allows software to be installed
on a single workstation to be used by a
single user.
Multi-User option
License that allows software to be installed
on multiple workstations to be used by
multiple users.
Per named workstation option
A multi-user licensing type that allows
multiple software installations across
multiple workstations. This field only
displays if the Multi-User option is
selected.
Total No. of Installs
The maximum number of times you can
install the software.
Note: This the label for the rights
field if the Multi-user licensing Note: This value is used for compliance
type field is Per named
checks.
workstation.
Per named user option
A multi-user licensing type that allows a
specified number of individuals to have
access to the software. This field only
displays if the Multi-User option is
selected.
Total Number of Named Users
The maximum number of people who can
be named to have access to the software.
Note: This the label for the rights
field if the Multi-user licensing
type field is Per named user.
Per concurrent accesses option
A multi-user licensing type that allows a
specific number of individuals to have
access to the software at the same time.
This field appears only if the Multi-User
option is selected.
Concurrent Accesses
The number of people who can access the
software at the same time.
Informational field. The maximum
number of installations allowed for
Note: This the label for the rights demonstration or evaluation purposes.
field if the Multi-user licensing
type field is Per concurrent
accesses.
Evaluation Rights
License and Installation Models in the Catalog t 229
ServiceCenter
Fields and Options
Description
Product Pool
Drop-down list with servers, applications,
and systems. It is an informational field
that dynamically controls the appearance
of MIPS / # of Processors fields if servers
or systems is selected.
MIPS / # of Processors
Reflects computer performance. Field is
informational and only displays if servers
or systems is selected in the Product Pool
field drop-down list.
With the exception of the Product pool and MIPS / # of Processors fields,
other data comes from the model table that depends on the part number
specified on the Summary tab.
1 Complete the appropriate fields on the Regions/Languages subtab.
Field
Description
Regions
Fill function is available. Lists regions for which the software is
applicable.
Languages
Fill function is available. Lists languages for which the software is
applicable.
2 Click Add to save the new asset record.
Software Installations
In ServiceCenter, a software installation is tracked as an asset. When you
create a software installation, it retrieves data from the model table, which
depends on the specified part number. The Installed Software form enables
you to create a record of the software, where it is installed, and who is using
it. Typically, discovery tools populate Software Installation records.
The Installed Software form has two tabs:
n
Application Information
n
Installed Computer System
230 uChapter 8—Inventory Management Service Information
Application Administration Guide
Figure 8-13 shows the Application Information tab.
Figure 8-13: Installed Software form: Application Information tab
Figure 8-14 shows the Installed Computer System tab.
Figure 8-14: Installed Computer System tab
For more information, see the ServiceCenter User’s Guide.
To create a software installation record:
1 From the ServiceCenter home menu, click Inventory Management.
2 Click the Assets tab.
License and Installation Models in the Catalog t 231
ServiceCenter
3 Click Installed Software.
4 Populate the fields of the different tabs according to your needs.
Note: Application Name on the Application Information tab is a required
field.
5 Click Save or Add, or press F2, to save the record and leave it displayed.
Software Counters
Software counters enable you to verify that the number of software
installations you actually have does not exceed the number authorized by
your license. The number of software installations or access rights authorized
by a license is indicated by a number of rights.
For certain licenses, the software installation corresponds to the
consumption of a certain number of points. For example, a Microsoft Select
license specifies that installing Microsoft Word uses 10 points. Therefore, 100
of these installations uses 1,000 points. When you use software installation
counters, you can specify if the installation count should also count the
number of points allocated to each installation.
To create a software counter:
1 From the ServiceCenter home menu, click Inventory Management.
2 Click the Administration tab.
3 Click Software Counters to display the Software Counter Information form.
4 Do one of the following:
n
Type the name of the application in the Name field.
n
Click Search to select the appropriate software.
5 The Licenses tab has these fields.
Field
Description
All License Models Checks compliance of all licenses.
License Models
Checks compliance of the number of selected licenses that
you specify.
6 Click the Installs tab.
232 uChapter 8—Inventory Management Service Information
Application Administration Guide
The Installs tab has the following fields:
Field
Description
All Installation Models
Checks compliance of all installations.
Calculation Method
Checks compliance of selected installations.
Count Software Suite
Components?
Count each application in a suite. (e.g. Microsoft
Office is a suite that includes Word, Excel,
PowerPoint, Access).
Count Removed or Unknown
Installs?
Count any installations that have a status of
removed or uninstalled.
Count Non-Authorized Install? Count any unauthorized installations.
7 Choose the calculation method in the Calculation Method drop-down list
field.
8 Select any other appropriate options.
9 Click Add.
Choosing a Calculation Method
Choosing the calculation method for the number of installations enables you
to verify that you have not exceeded the number of rights specified in the
software license. For example, an office software license credits you 1,000
rights. Each software installation consumes 10 points. The software
installation counter enables you to verify that the software has not been
installed more than 100 times (100 x 10 = 1,000). ServiceCenter has three
calculation methods:
n
Count each installation
n
Count each workstation
n
Count each user.
Each installation
Count each installation regardless of the number of workstations or users.
Figure 8-15 on page 234 shows that there are three installations counted
(Installation 1, Installation 2, and Installation 3).
License and Installation Models in the Catalog t 233
ServiceCenter
User 1
Workstation 1
Installation 1
Workstation 2
Installation 2
Installation 3
Application 1
Figure 8-15: Installation example
Each Workstation
Figure 8-16 shows an example that counts by workstation, not by the
number of installations.
User 1
Workstation 1
Installation 1
Workstation 2
Installation 2
Application 1
Figure 8-16: Workstation example
234 uChapter 8—Inventory Management Service Information
Installation 3
Application Administration Guide
If you install the same application multiple times on a workstation,
ServiceCenter counts only one of those installations. Figure 8-16 on page 234
shows that Workstation 1 has Installation 1 and Installation 2 of
Application 1. Because the count is by each workstation and there is only one
workstation, there is one installation of Application 1 counted. For
Workstation 1 and Workstation 2, each has an installation (Installation 1 and
Installation 3). There are two installations counted.
Each User
ServiceCenter counts one installation for each user on the workstation where
the application resides.
Figure 8-17 shows that User 1 has two installations (Installation 1 and
Installation 2) on his workstation (Workstation 1). Also notice that User 1
has another workstation (Workstation 2) with a third installation on it.
Although there are three installations, the count is by each user. Therefore,
ServiceCenter counts only one installation for User 1. There is also a second
user. Figure 8-17 shows two installations counted.
User 2
User 1
Workstation 1
Installation 1
Installation 2
Workstation 2
Workstation 3
Installation 3
Installation 4
Application 1
Figure 8-17: Count by user
License and Installation Models in the Catalog t 235
ServiceCenter
Compliance
When you click Add to create the software counter, the form adds Results
and Message Log tabs and Compliance Check and Create Schedule Record
buttons. The Results tab has the following fields.
Field
Description
No. of Rights
Indicates the total number of rights acquired for a particular
software license.
Rights Counted
Locates the number of instances of the software that are in use.
Last Processed
Indicates the last time a compliance check was performed.
The Compliance Message Log
The Message log tab displays one of the following error messages about the
data entered for which you are checking compliance:
No license models have been selected for the software counter.
No installation models have been selected for the software counter.
There are no license models in the model table.
A software license does not exist for the license model with Part No.=%S.
Asset ID=%S is not a software license but is linked to license model with Part No.=%S.
The software license with Asset ID=%S does not indicate any rights.
There are not software install models in the model table.
A software install does not exist for the software installation model with Part No.=%S.
Installed system=%S does not exist for the software install with the License ID=%S
and Application Name=%S.
To clear the message log:
u
Choose Options > Clear Message Log.
Checking Compliance
You can manually check compliance or you can schedule compliance
checking to occur automatically.
u
To check compliance manually, click Compliance Check. If the compliance
check is successful, a message appears. Click OK.
236 uChapter 8—Inventory Management Service Information
Application Administration Guide
To check compliance automatically:
1 Click Create Schedule Record to launch the Schedule Software Compliance
Check Wizard.
2 When should the initial check be performed? Type the date when you want
the first compliance check to occur.
3 Do one of the following:
n
Type the relative date/time (DDD HH:MM:SS) format in the next available
field. For example, type 7 for DDD to indicate every seven days, and
11:55:00 for HH:MM:SS to indicate the hour, minutes, and seconds.)
n
Select Monthly, Quarterly, Semi-Annually, or Annually.
Figure 8-18 shows the Schedule Software Compliance Check Wizard.
Figure 8-18: Schedule Software Compliance Check wizard
4 Click Finish. ServiceCenter creates a schedule record with the same name as
the software counter record. For more information, see System Tailoring.
After ServiceCenter completes a compliance check, it displays all results on
the Results tab. Click No. of Rights on the Results tab to display a list of all
the software licenses counted during the compliance check.
Compliance t 237
ServiceCenter
Software Tracking and Compliance Example
Your organization needs Norton AntiVirus software. You submitted a
Change Request ticket that is approved. As part of the Change Request
process, you must add the software license and software installation
information to the catalog. An order ticket exists to obtain the software. The
order ticket includes two line items: one for the purchase of the software
license and another to procure software installation services.
Step 1 Add the software license and software installation information to the catalog.
See Step 1: Add Items to the Catalog on page 240.
Step 2 When you receive the software license, you should add an Application type
asset record and a Software License type asset record to the Inventory
Management database. See Step 2: Add Records to the Inventory Management
Database on page 243.
Step 3 The next step is to create a software contract. See Step 3: Create a Software
Contract on page 246.
Step 4 Associate the software license you created to the contract. See Step 4:
Associate the Software License to the Contract on page 248.
Step 5 Create a support contract and associate the application asset to the contract.
See Step 5: Create a Support Contract for the Software License on page 251.
Step 6 Install the software and create install records in the Software Installation
table, one record for each installation. See Step 6: Create a Software
Installation Record on page 253.
Step 7 After time has passed, you should check to verify that the organization is
compliant with the Norton AntiVirus license. Create a software counter to
verify that the number of installations you actually have conforms with the
number of installations you have for the licenses. See Step 7: Check Software
Compliance on page 255.
Figure 8-19 on page 239 shows the interrelated table and record relationships
that enable software tracking and compliance checking.
238 uChapter 8—Inventory Management Service Information
Application Administration Guide
device table
Software licens e
record
Application
record
softwarelicense
table
Attribute record
for Software
licens e
model table
Licens e
rights
pcsoftware table
Software licens e
record
softwarecounter
table
Ins tall
record 1
Ins tall
record 2
Ins tall
record 3
Ins tall
record nn
Software
com pliance
counter
Software
ins tallation
record
Ins tallation
totals
contractitem
table
Relations hip
record for device
and s oftware
contract
Relations hip
record for device
and s upport
contract
contract table
Software contract
record
Support contract
record
contractssoftware
table
Attribute record
for s oftware
contract
contractssupport
table
Attribute record
for s upport
contract
Figure 8-19: Software tracking and compliance check relationships
Software Tracking and Compliance Example t 239
ServiceCenter
Step 1: Add Items to the Catalog
In this example, you are adding a software license model to the catalog.
To add an asset to the catalog:
1 From the ServiceCenter home menu, click the Support tab.
2 Click Models. Figure 8-20 shows the Model Information form.
Figure 8-20: Model Information form
For more information, see the Support Files section in the ServiceCenter
System Administrator’s Guide.
3 Type the required information on the General tab on the Model Information
form, as shown in Figure 8-21 on page 241.
Note: If you are actually adding an item to the catalog, complete any
additional fields that are required by your organization’s business
rules and practices.
240 uChapter 8—Inventory Management Service Information
Application Administration Guide
Figure 8-21: Model Information form: General tab
4 Click the Catalog tab.
5 On the Catalog Information subtab, type the line item category name,
Software License, in the LI Category field. Figure 8-22 shows the Catalog
Information subtab.
Figure 8-22: Model Information form: Catalog Information subtab (Catalog tab)
Software Tracking and Compliance Example t 241
ServiceCenter
6 Click the Software tab and type the information shown in Figure 8-23.
Figure 8-23: Model Information form: Software tab
7 Click Add or press F2.
8 Next, you must add a software installation model to the catalog. You can do
so by modifying the record you just created for the software license model.
Click the General tab of the Model Information form. Type the new part
number 531 in the Part Number field.
9 Click the Catalog tab and change the line item category name in the LI
Category field to Software Installation.
10 Click Add or press F2.
11 Click OK.
12 Click Back to return to the ServiceCenter home menu.
242 uChapter 8—Inventory Management Service Information
Application Administration Guide
Step 2: Add Records to the Inventory Management Database
In this step, you will add two types of assets to the device table. You will add
an Application asset for the Norton AntiVirus application and a Software
License asset for the Norton AntiVirus license
To add the application asset:
1 From the ServiceCenter home menu, click Inventory Management. Click
Assets. Populate the fields with information about the asset record you are
creating.
2 Because you are creating a software license, select:
n
Application in the Type field drop-down list.
n
Anti-Virus/Security in Subtype field drop-down list.
3 Click New. The Application form appears. Complete the fields on the System
Summary tab as shown in Figure 8-24.
Figure 8-24: Application form: System Summary tab
4 Click Add.
To add the software license asset:
1 From the ServiceCenter home menu, click Inventory Management. Click
Assets. Populate the fields with information about the asset record you are
creating.
2 Because you are creating a software license, select:
n
Software License in the Type field drop-down list.
n
Utility Software License in the Subtype field drop-down list.
Software Tracking and Compliance Example t 243
ServiceCenter
3 Click New. The Device Software License form appears. Complete the fields
on the Summary tab, as shown in Figure 8-25.
Figure 8-25: Device Software License form: Summary tab
4 Click the License tab. Complete the appropriate fields on the License tab
shown in Figure 8-26.
Figure 8-26: Device Software License form: General subtab (License tab)
244 uChapter 8—Inventory Management Service Information
Application Administration Guide
5 Click the License Type subtab and complete the appropriate fields, as shown
in Figure 8-27.
Figure 8-27: Device Software License form: License Type subtab (License tab)
6 Click the Regions/Languages subtab and complete the appropriate fields.
Figure 8-28 shows the Regions/Languages subtab.
Figure 8-28: Device Software License form: Regions/Languages subtab (License tab)
Software Tracking and Compliance Example t 245
ServiceCenter
7 Click Add or press F1 to save the new asset record.
Step 3: Create a Software Contract
The next step is to create a contract for the Norton AntiVirus software.
To create a software contract:
1 From the ServiceCenter home menu, click Inventory Management.
2 Click the Contracts tab.
3 Click Contracts. The General Contract Information form appears.
4 Click New to launch the Add New Contract Wizard.
5 Click the Create what type of contract? option.
6 Figure 8-29 shows the drop-down list to choose a contract type. Choose
software. Click Next.
Figure 8-29: Add New Contract wizard
7 The General Contract Information form displays.
246 uChapter 8—Inventory Management Service Information
Application Administration Guide
8 Complete the fields shown in Figure 8-30.
Figure 8-30: Software Contract form: General tab
Note: The data in the Purchase Order No. and the Purchase Req No. fields
are sample data and do not reflect actual request tickets.
9 Type today’s date in the Start Date field.
10 Type a date one year in the future in the Expiration Date field.
11 Click the Financial tab and complete the fields shown in Figure 8-31 on
page 248.
Software Tracking and Compliance Example t 247
ServiceCenter
Figure 8-31: Software Contract form: Financial tab
12 Click Add. ServiceCenter adds the Licenses tab to the Software Contract
form.
Step 4: Associate the Software License to the Contract
On the contract you just created, you now will add the software license to it.
To add a software license to a contract:
1 Click the Licenses tab on the Software Contract form.
2 Click Add Licenses. The Select Assets to Add to Contract Wizard appears.
3 Click Fill next to the first field. A Search criteria form displays.
248 uChapter 8—Inventory Management Service Information
Application Administration Guide
4 Access the software license you created previously. Fill the necessary fields to
filter the list. For example, to locate the software license for this contract, type
NAV in the Asset ID field, as shown in Figure 8-32. Click Search.
Figure 8-32: Asset Information
If there is only one license in the database, it automatically populates the first
asset text box on the Select Assets to Add to Contract Wizard shown in
Figure 8-33. Click Next.
Figure 8-33: Select Assets wizard
Software Tracking and Compliance Example t 249
ServiceCenter
If you have more than one license in the database, the search returns a list.
Double-click the correct license and it also populates the first field of the
wizard. Click Next. Figure 8-34 shows the license you added at the bottom of
the Asset list.
Figure 8-34: Select Assets wizard
1 If you want to allocate costs to this license or any other license, double-click
the row where the asset appears. Figure 8-35 shows the form where you can
specify an allocation percentage.
Figure 8-35: Allocation Information form.
250 uChapter 8—Inventory Management Service Information
Application Administration Guide
2 Type the percentage of the cost you are allocating to this license in the
% Cost Allocation field.
3 Click Save.
4 Click Back to return to the Licenses tab of the Software Contract Information
form. The allocation percentage appears in the % Cost Allocation column.
Step 5: Create a Support Contract for the Software License
The next step is to create a support contract for the Norton AntiVirus
software.
To create a support contract:
1 From the ServiceCenter home menu, click the Services tab. Click Inventory
Management.
2 Click the Contracts tab.
3 Click Contracts. The General Contract Information form appears.
4 Click New. The Add New Contract Wizard appears.
5 Click Create what type of contract? option.
6 Choose the support contract type from the drop-down list, as shown in
Figure 8-36.
Figure 8-36: Add New Contract wizard
7 Click Next.
Software Tracking and Compliance Example t 251
ServiceCenter
8 The General Contract Information form appears. Complete the fields using
the information shown in Figure 8-37.
Figure 8-37: Support Contract Information form: General tab
Note: The data in the Purchase Order No. and the Purchase Req No. fields
are sample data and do not reflect actual request tickets
9 Type today’s date in the Start Date field.
10 Type a date one year in the future in the Expiration Date field.
11 Click Add.
252 uChapter 8—Inventory Management Service Information
Application Administration Guide
Adding an Application Asset to a Support Contract
The next step is to add the Norton AntiVirus 7.5 application asset to the
support contract you just created.
To add an asset to a support contract:
1 Open the support contract you just created.
2 Follow the steps in Step 4: Associate the Software License to the Contract on
page 248 to add the asset to a support contract. Use the asset ID Norton
AntiVirus 7.5.
Step 6: Create a Software Installation Record
Next, you must create five installation records. Remember, that
auto-discovery typically creates software installation records.
To create a PC software record:
1 From the ServiceCenter home menu, click Inventory Management.
2 From the Assets tab, click Installed Software.
3 The Installed Software Information form appears. Complete the form with
the information shown in Figure 8-38.
Figure 8-38: Installed Software Information form: Application Information tab
Software Tracking and Compliance Example t 253
ServiceCenter
4 Click the Installed Computer System tab and type CarolPC in the Installed
System field, as shown in Figure 8-39.
Figure 8-39: Installed Software Information form
5 Click Add.
6 Repeat step 1 on page 253 through step 5 on page 254 to add four more
installation records. Ensure that you:
n
Update the License ID field on the Application Information tab and the
Installed System field on the Installed Computer System tab for each
additional installation record.
Install
record
License ID field on the
Application Information tab
Installed System field on the
Installed Computer System tab
#2
NAV002
BobPC
#3
NAV003
DavePC
#4
NAV004
JoePC
#5
NAV005
SarahPC
254 uChapter 8—Inventory Management Service Information
Application Administration Guide
Step 7: Check Software Compliance
Assume that time has passed and according to the business practices of the
organization, it is time to check the compliance of the Norton AntiVirus
software.
The purpose of the compliance check is to verify that the organization
adheres to the requirements of the software license. Compliance checks the
number of rights in the license against the number of installs.
To create a software counter:
1 From the ServiceCenter home menu, click Inventory Management.
2 Click the Administration tab.
3 Click Software Counters. The Software Counter Information form displays.
4 Type All Norton Licenses in the Name field.
5 Type 530 in the first row of the License Models field.
Note: Remember, 530 is the part number for the Norton Antivirus 7.5
software license.
Figure 8-40: Software Counter Information form: Licenses tab
Software Tracking and Compliance Example t 255
ServiceCenter
6 Click the Installs tab and complete the fields on it as follows:
Figure 8-41: Software Counter Information form: Installs tab
7 Click Add. Notice that the form changes with the addition of the Results and
Message Log tabs and the Compliance Check and Create Schedule Record.
buttons.
8 Click Compliance Check. Figure 8-42 shows the result.
Figure 8-42: Software Counter Information form
256 uChapter 8—Inventory Management Service Information
Application Administration Guide
Your organization is compliant for the Norton AntiVirus 7.5. The No. of
Rights field indicates that the organization has 500 rights with its software
license. The Compliance Check located five installations of the software. The
organization still has 495 rights for this software.
Where to Find More Information
For information about asset management, see the ServiceCenter Request
Management Guide. For information about modifying or deleting a record,
or creating a contract, see the ServiceCenter User’s Guide.
Where to Find More Information t 257
ServiceCenter
258 uChapter 8—Inventory Management Service Information
9
Service Level Management
CHAPTER
Service Level Agreements (SLAs) track performance and provide system
feedback on service agreements between departments within a company.
SLAs are integrated into the ServiceCenter suite of modules, but they may be
implemented separately to monitor the quality of both external and internal
service. This chapter provides a general definition of SLAs and how they are
used in ServiceCenter and a general description of the SLA interface with
other ServiceCenter modules and external sources.
Read this chapter for information about:
n
n
n
n
n
n
n
n
n
n
n
n
What Is a Service Level Agreement? on page 260
SLM Concepts on page 261
The SLM Module on page 262
Status Progression on page 267
Creating a Service Level Agreement on page 269
SLA Maintenance Tasks on page 279
Service Contracts on page 319
Expense Lines on page 329
Cost Assessment on page 332
Entitlement Checking on page 336
Viewing Contract Overruns on page 339
Contract Wizard on page 340
Service Level Management t 259
ServiceCenter
What Is a Service Level Agreement?
An SLA is an agreement between a service provider and a customer. An SLA
can be internal, between the departments within an organization, or external,
between an organization and a vendor. These agreements cover two
important aspects of service:
n
Availability of a specific resource within a specified time frame.
n
Performance guarantees for service response times.
The Value of SLAs
SLAs manage performance tracking information and provide system
feedback on service agreements between departments within a company. Use
this information to quantify the level of service you receive both from within
your organization and from service contracts with outside vendors and to
determine if resources are available when you need them. It is important to
know that when an outage occurs for a resource specified in a service
agreement, the provider responds as promised.
Accumulating accurate service performance data manually and evaluating it
properly over an extended period is not feasible for a large enterprise. Your
organization must accumulate this data automatically to track service
guarantees efficiently. You must detect the failure of a service guarantee to
protect yourself from the economic consequences of lost productivity.
Using SLAs
You can use SLAs internally to track the service performance of an IT
department within an organization. Service guarantees exist between IT and
other departments in the organization to track object (e.g., devices or
software) availability and response performance. For example, the IT
department might guarantee that a development department server will be
available 98% of the time and that 99% of the time IT will respond to an
outage involving that device within one hour.
The SLA reflects these guarantees. The SLA also tracks compliance and show
the potential economic impact of outages.
260 uChapter 9—Service Level Management
Application Administration Guide
Most organizations apply SLAs in this manner:
n
Focus on discrete measures of object performance, such as hardware
availability.
n
Add metrics for help desk performance, technician response time, and
customer satisfaction.
n
Assess economic impact on the enterprise resulting from SLA
performance.
n
Publish SLAs to the user community in an effort to increase end user
satisfaction.
SLM Concepts
There are several key components in Service Level Management (SLM):
n
Using clocks
n
Natural progression
n
SLA response phase
Read the following sections for more information.
Using Clocks
A clock is a ServiceCenter mechanism to keep track of time. In this context,
clocks are used to keep track of how much time a ticket spent in an SLA
response phase and how much time a ticket was in an intermediate state.
Clocks are stored in the clocks file and keep track of time as follows:
n
In an SLA response phase, they have a clock type of sla. They have the
same name as the phase they are tracking.
n
In an Intermediate state, they have a clock type of problem. They have the
same name as the intermediate state they are tracking.
Natural Progression
The natural progression is the path that an incident takes from the time you
open it until the time you close it. This natural progression is defined in the
Status Progression table of the slacontrol record. For more information, see
Status Progression on page 267.
SLM Concepts t 261
ServiceCenter
SLA Response Phase
The SLA response phase is the interval in the life of an incident that begins in
one state and ends in another state. SLA response phases are defined on the
Response Times tab of an SLA. An SLA response phase is one of the items that
the SLM module uses to gather metrics. For example, the following table
shows typical SLA response phases.
From
To
Open
Work in Progress
Open
Closed
Work in
Progress
Resolved
Resolved
Closed
When defining a response phase the following rules apply:
n
An SLA response must begin with a progression state, and it must end in
a progression state that is farther in sequence.
n
An SLA response phase may not begin or end in and intermediate state.
Although an incident can go from a progression state to an intermediate
state, these phases are not normally defined in the SLA because it does not
make sense to collect metrics on them.
The SLM Module
The SLM module has a centralized repository of SLA information and it is
fully integrated into the ServiceCenter suite of modules. The module runs
automatically and continuously recalculates SLA performance.
ServiceCenter feeds availability and response metrics into the module and
charts them graphically. ServiceCenter gathers outage information from
sources such as incident tickets and change requests and compares the
information with service guarantees to determine the status of the SLAs in
the system.
The SLM module can also help prioritize incident resolution. For example,
as a system administrator you can use the SLM module to escalate an
Incident ticket inside ServiceCenter if the service guarantee is in jeopardy.
262 uChapter 9—Service Level Management
Application Administration Guide
Interfacing with External Sources
SLM uses external event interfaces to external enterprise management
sources to feed information about network status or technician performance
into the SLM module, even if you have no other elements of the
ServiceCenter suite installed at your site.
The SLA Configuration Record
The SLA configuration record displays control options for all the SLAs in
your system. You should set up display preferences and processing options in
this record before you use the Service Level Management module. You may
edit the SLA configuration record at any time.
To access the SLA configuration record:
1 From the ServiceCenter home menu, click Service Level Mgmt. Figure 9-1
shows the Service Level Agreements tab.
Figure 9-1: Service Level Management menu: Service Level Agreements tab
The SLM Module t 263
ServiceCenter
2 Click Configure Module. Figure 9-2 shows the SLA configuration record.
Figure 9-2: SLA configuration record
3 Select the desired configuration options. See these sections for a definition of
each option.
n
SLA Options on page 265
n
Graphing on page 266
n
Thresholds on page 266
n
Status Progression on page 267.
4 Click Save. The status bar displays this message: Record updated in the
slacontrol file.
Note: A single configuration record contains all control options for the SLM
module.
5 Log out and then log in. Changes made to the SLA configuration record do
not take effect until complete this step.
264 uChapter 9—Service Level Management
Application Administration Guide
SLA Options
Select the following check boxes to activate the described option.
Check Box
Description
Enable Module
Enable the SLA configuration module. This selection
also enables all the options selected in the SLA
configuration record. You must log out and log back in
for changes to this record to take effect.
Auto Post Outages
Use the open and close times of the related Incident
ticket for the outage times. If you omit this option, the
system prompts you for start and stop times for the
outage when you open the Incident ticket.
Spread Outages
Automatically create outage records for any children of
a device being reported for an outage.
Response Escalations
Escalate Incident tickets based on the percentage of
allowable response time that has passed. The system
uses the percentages defined in the Response
Thresholds array to set Alert Stages. If the array is blank,
the system uses default percentages. For more
information, see Thresholds on page 266.
Suppress Old–Style
Escalations
Disable the category-driven model for escalating
Incident tickets.
Availability Escalations
Escalate Incident tickets based on the percentage of
allowable downtime elapsed. The system uses the
percentages defined in the Availability Thresholds array
to set Alert Stages. If the array is blank, the system uses
default percentages. For more information, see
Thresholds on page 266.
Check Service Hours
Prevent users from opening Incident tickets outside of
the service hours defined in the SLA. A dialog box
advises the user that service is unavailable.
Allow Override of Service Override the service hours limitations.
Hours Violation
Enable Category/Priority Whenever opening an Incident with a specific
Mapping
Department/Category/Priority, it is assigned a specific
SLA.
Default SLA
The default SLA to use when opening Incident tickets
when no specific SLA exists for the contact’s department
or the company.
The SLM Module t 265
ServiceCenter
Graphing
You can specify colors for your graphs from drop-down lists to show object
performance percentages.
Field
Description
Color for 100%
Possible color choices are: Black, Red, Green, Blue,
Gray, Light Gray, Dark Gray, Yellow, Cyan, Magenta,
Navy, Forest, Purple, Teal, Brick, and Manila
Color for <100% but
above target
Possible color choices are: Black, Red, Green, Blue,
Gray, Light Gray, Dark Gray, Yellow, Cyan, Magenta,
Navy, Forest, Purple, Teal, Brick, and Manila
Color for below target
Possible color choices are: Black, Red, Green, Blue,
Gray, Light Gray, Dark Gray, Yellow, Cyan, Magenta,
Navy, Forest, Purple, Teal, Brick, and Manila
Thresholds
You can specify threshold values for response and availability escalation.
Field
Description
Response Thresholds
Determines the values for the Response Escalations
option. Enter percentages in the array for setting Alert
stages. For example, values set at 0.55, 0.75 & 0.85
escalate an Incident ticket in the following stages:
n Alert Stage I at 55% of the guaranteed response time
n Alert Stage II at 75% of the guaranteed response time
n Alert Stage III at 85% of the guaranteed response time
Availability Thresholds
Determines the values for the Availability Escalations
option. Enter percentages in the array for setting Alert
stages. For example, values set at 0.55, 0.75 & 0.90 will
escalate an Incident ticket in the following stages:
n Alert Stage I when 55% of the allowable downtime
has elapsed
n Alert Stage II when 75% of the allowable downtime
has elapsed
n Alert Stage III when 90% of the allowable downtime
has elapsed
If you leave the threshold fields blank and select the Response Escalations
and Availability Escalations options, the system uses these default:
266 uChapter 9—Service Level Management
Application Administration Guide
n
Alert Stage I at 50%
n
Alert Stage II at 75%
n
Alert Stage III at 90%
Status Progression
ServiceCenter includes two status types:
n
Natural progression state
n
Intermediate state
Natural Progression State
This state defines the natural progression or natural path that an incident
may take from the time it is opened to the time it is closed. The natural
progression goes from a lower progression sequence number to a higher
progression sequence number. ServiceCenter ships with the following
progression states.
Progression
Sequence Number
Natural Progression State
1
Open
2
Work in Progress
3
Resolved
4
Closed
Given these progression states, an incident ticket naturally goes from Open,
to Work in Progress, to Resolved, and then to the Closed state.
Intermediate States
This state, also known as a lateral progression state, refers to status that
occurs outside of the natural progression that an incident takes during its
lifetime. ServiceCenter ships with the following intermediate states:
n
Pending customer
n
Pending other
n
Pending vendor
Status Progression t 267
ServiceCenter
n
Referred
n
Reject
n
Replaced problem
n
Suspended
Rules for Natural Progression and Intermediate States
There are certain rules that govern the use of natural progression and
intermediate states:
n
A ticket may go from a natural progression to an intermediate state. When
it returns to the natural progression cycle, it must return to a natural
progression state that has the same or greater progression sequence
number than it was before moving into the lateral progression state. The
following table shows an example.
Action
State
Open incident
Open (a progression state)
Assign incident
Work in progress (a progression state)
Suspend the ticket for
some reason.
Suspended (an intermediate state)
When work resumes and you are ready to move the ticket from a
suspended state, the ticket state can be Work in Progress, Resolved, or
Closed. The ticket cannot have an Open state because Open is a natural
progression state that has a lower progression sequence number than
Work in Progress, which is the natural progression state that the ticket was
in before moving into the lateral progression state.
n
You can define new states in the pmstatus file. If you define a new state and
put it in the SLA progression table, it becomes a valid progression state. If
you do not put the new state in the SLA progression table, it is an
intermediate state.
n
If you define a progression state, it must fall between the Open and Closed
states. You cannot specify that the new state occurs before the Open state
or after the Closed state.
n
You can define a state only once in the Status Progression table.
n
You may not put a ServiceCenter-defined intermediate state in the Status
Progression table.
268 uChapter 9—Service Level Management
Application Administration Guide
n
You can define intermediate states as suspended states only by specifying
that intermediate state in the Suspend Response Processing for these states
field on the Misc. tab of the SLA record.
When an incident moves from a progression state to an intermediate state
that is not a suspended state, the SLA Response Phase clocks continue to
tick. However, when an incident moves from a progression state to an
intermediate state that is a suspended state, the clock stops ticking during
the time the incident is in the suspended state. It starts ticking again when
the incident returns to a progression state or to an intermediate state that
is not a suspended state.
Creating a Service Level Agreement
Each SLA record has three types of data.
Data type
Description
Descriptive
General description of the agreement
Availability
Specific terms of object availability (for example, schedule,
downtime cost, and importance)
Response
Guaranteed response times
Creating a Service Level Agreement t 269
ServiceCenter
To create an SLA record:
1 From the ServiceCenter home menu, click the Services Tab and select Service
Level Mgmt. Figure 9-3 shows the Service Level Agreements menu.
.
Figure 9-3: Service Level Agreements menu
2 Click Add New SLA. Figure 9-4 shows an SLA Record form.
Figure 9-4: Blank SLA record form
270 uChapter 9—Service Level Management
Application Administration Guide
3 Type values in the Expiration, Title, Service Hours, Target, and Dept Full
Name fields. For more information, see Each new SLA requires some header
information. on page 271.
4 Type a description of the SLA on the Description tab. For more information,
see Description Tab on page 272.
5 Click the Availability tab. Specify the availability for the SLA. For more
information, see Availability Tab on page 272.
6 Click the Response times tab. Type the response times for the SLA. For more
information, see Response Times Tab on page 274.
7 Click the Misc. tab. Specify the Miscellaneous Guarantees for the SLA. For
more information, see Misc. Tab on page 276.
8 Add any attachments to the SLA in the Attachments tab. For more
information, see Attachments Tab on page 277.
9 Click Add to add the SLA definition to the database. The system assigns an
Agreement ID number to the record and adds additional system tray buttons.
Each new SLA requires some header information.
Field
Description
Agreement ID
Unique, system-generated identification number for
your new agreement. This number is used internally by
the system to track relationships between SLAs and their
supporting data. The system assigns an Agreement ID
number when the record is added to the database.
Expiration
Expiration date of this agreement.
Title
Unique title provided by the user. Be sure you give your
SLA a title that adequately describes the nature of the
agreement. The contents of this field is used in reports
and elsewhere.
Service Hours
Calendar options in ServiceCenter. Select a shift from
the drop-down list to define the service hours of the
SLA. The system uses the value in this field to determine
service rights of a caller on this SLA.
Target
Performance target of the SLA. The value is expressed as
a percentage and is used by the system to determine if
the SLA is meeting its performance goals.
Dept Full Name
Full name of the user’s department, as defined in the
Department form. This information is filled in
automatically if it is included in the user’s profile.
Creating a Service Level Agreement t 271
ServiceCenter
Description Tab
Use the blank space for a text description of the terms of your SLA
agreement. Because this is the only place in the SLM module where this
information appears, you should make this description as clear and precise
as possible. Figure 9-5 shows the blank area on the Description tab.
Figure 9-5: Description tab in an SLA record
Availability Tab
The Availability tab shows the guaranteed object availability for your SLA.
This data is used by ServiceCenter to track such things as outage costs and the
service calendar. Figure 9-6 on page 273 shows the Availability tab.
272 uChapter 9—Service Level Management
Application Administration Guide
Figure 9-6: Availability tab in an SLA record
The following table identifies the columns on the Availability tab.
Field
Description
Logical Name
Name of the object whose availability is guaranteed by the
SLA. This name must appear in the ServiceCenter inventory
device file.
Required %
Target availability percentage of the object.
Cost Per Min Down Cost of a minute of downtime for the object. The system
analyzes this data to calculate costs of outages.
Currency
Currency on which this SLA is based. The value in this field
is a three letter code from the currency file (for example, FRF
for French Franc).
Creating a Service Level Agreement t 273
ServiceCenter
Field
Description
Schedule
Calendar options in ServiceCenter. You can select a
predefined work shift from the drop-down list. If this field is
left blank, the system assumes that 24x7 operation is
required.
Weight
Value used by the system to calculate the relative importance
of the object to the overall status of your SLA. The larger the
number, the greater the impact of the object on the SLA.
This value has no unit of measurement or scale limitations.
Response Times Tab
The Response Times tab shows the guaranteed response times for the objects
in your SLA. ServiceCenter uses this data to track things such as service
response times and the response calendar. Figure 9-7 shows the Response
Times tab.
Figure 9-7: Response Times tab in an SLA record
274 uChapter 9—Service Level Management
Application Administration Guide
The following table describes the column headers on the Response Times tab.
Field
Description
Initial State Initial Incident ticket states (for example, Open or Work in Progress,
found in the drop-down menu). The system tracks and analyzes the
SLAs of all tickets within the range of states defined in this field and
in the Final State field.
Note: Enter a value in this field only if the ServiceCenter Incident
Management module is implemented in your system.
Final State
Final Incident ticket states (for example, Open or Work in Progress,
found in the drop-down menu). The system tracks and analyzes the
SLAs of all tickets within the range of states defined in this field and
in the Initial State field.
Note: Enter a value in this field only if the ServiceCenter Incident
Management module is implemented in your system.
Name
Response name for the object. The name you give your response
must be UNIQUE within this SLA (for example, Time to Repair), but
the same name may appear in other SLAs. This name is used in
reports and by external feeds to post response data into the system.
Acceptable
Target time for response of this object. You should use the format
00:00:00, when entering data in this field.
Schedule
Calendar options in ServiceCenter. You can select a predefined work
shift from the drop-down list. If this field is left blank, the system
assumes that 24x7 operation is required.
Weight
Value used by the system to calculate the relative importance of this
response to the overall status of your SLA. The larger the number, the
greater the impact of the response on the SLA. This value has no unit
of measurement or scale limitations.
Creating a Service Level Agreement t 275
ServiceCenter
Misc. Tab
The Misc. tab displays information about additional guarantees that
specifically concern the resolution of Incident tickets associated with this
SLA. Figure 9-8 shows the Misc. tab.
Figure 9-8: Misc. tab in an SLA record
The following table describes the fields that appear on the Misc. tab.
Field
Description
Tickets on this SLA Guaranteed time to resolution for any ticket affected by this
must be resolved in SLA. Optional time limit for resolution of Incident tickets
associated with this SLA. This guarantee covers the entire
Incident cycle.You should use the format 00:00:00, when
entering data in this field.
276 uChapter 9—Service Level Management
Application Administration Guide
Field
Description
On this schedule
Work shift in which any ticket affected by this SLA must be
resolved. Select a work shift from the drop-down list
indicating when the associated Incident ticket must be
resolved.
Suspend Response Suspends response time limits when the SLA is in this state.
Processing for these When an incident goes from a progression state to an
states
intermediate state that is defined as a suspended state, the
clock stops ticking during the time the incident is in the
suspended state. It starts ticking again when the incident goes
back to a progression state or to an intermediate state that is
not defined as a suspended state.
For example, response time spent waiting for a vendor to
provide parts should not be charged to this SLA. In this case
the state would be set at Pending vendor.
Select a state (for example, Pending vendor) from the
drop-down list. You can designate more than one state by
using more than one field. Any delays encountered during
these times will not be figured into the response calculations
for the SLA.
Attachments Tab
The Attachments tab uses an OLE container to store related attachments.
Insert any document associated with this SLA into the Attachments tab. To
view an attached document, double-click the button to open the item with
the program that created it. Figure 9-9 on page 278 shows the Attachments
tab.
Creating a Service Level Agreement t 277
ServiceCenter
Figure 9-9: Attachments tab in an SLA record
Inserting Attachments
Use one of three methods to insert a file in the Attachments tab:
n
Drag and drop an existing file into the Attachment tab.
n
Insert an existing file
n
Create a file to insert
To insert an existing file:
1 Right-click the Attachments tab.
2 Select Insert File from the shortcut menu.
3 Browse for the file you want to insert.
4 Do one of the following:
n
Double-click the file.
n
Select the file and click Open to insert the document. It is not necessary to
save the record to save the changes. When you select the option,
ServiceCenter inserts the document into the record permanently.
278 uChapter 9—Service Level Management
Application Administration Guide
To create a file to insert:
1 Right-click the Attachments tab.
2 Select Insert Object from the shortcut menu.
3 Select Create New in the Insert Object dialog box.
4 Select an Object Type from the list.
5 Click OK. A new document appears in the program you selected.
6 Create a document to attach and save it. Your new document automatically
attaches to the SLA record.
To delete a document from the Attachments tab:
1 Select the document you want to delete. A frame appears around the
document.
2 Right-click the Attachments tab.
3 Select Delete from the shortcut menu.It is not necessary to save the record to
save the changes. ServiceCenter removes the document from the record
when you click Delete.
SLA Maintenance Tasks
There are common tasks associated with SLAs. You can perform any of the
following SLA maintenance tasks:
n
Edit an SLA. See Editing an SLA Record on page 280.
n
Delete an SLA. See Deleting an SLA Record on page 281.
n
Recalculate response time. See Recalculating Outage Data on page 282.
n
Assign an SLA. See Assigning an SLA to a Department on page 283.
n
Map category or Priority. See Category and Priority Mapping on page 285.
SLA Maintenance Tasks t 279
ServiceCenter
Editing an SLA Record
Follow these steps to edit an existing SLA record:
1 From the ServiceCenter home menu, click Service Level Mgmt. The Service
Level Agreements menu shown in Figure 9-3 on page 270 appears.
2 Click Search SLA Definitions. Figure 9-10 shows the SLA search form.
Figure 9-10: SLA search form
3 Click Search or press Enter to display a list of all SLAs. If you have Records
selected on the View menu, ServiceCenter displays the first record in the SLA
record form, as shown in Figure 9-11 on page 281.
280 uChapter 9—Service Level Management
Application Administration Guide
Figure 9-11: SLA record displaying a record list
4 Select the SLA you want to edit from the SLA Record list.
5 Edit the SLA record as required.
6 Click Save. The status bar displays a message that the record is updated in the
sla file.
Deleting an SLA Record
Follow these steps to delete an existing SLA record:
1 From the ServiceCenter home menu, click Inventory Management.
2 Click SLA Information. The SLA Search form appears.
SLA Maintenance Tasks t 281
ServiceCenter
3 Do one of the following.
n
Find the SLA you want to delete. Type the SLA Agreement ID or Title and
click Search or press Enter.
n
If you do not know the Agreement ID or Title, leave the form blank and
click Search to perform a true query and retrieve a list of all current SLA
records. From the displayed queue screen, select the record you want to
delete.
The appropriate information appears in the SLA record form below the
record list.
4 Click Delete to delete the SLA.
5 The status bar displays a message that prompts you to confirm your action.
Click Yes to delete the record.
Recalculating Outage Data
The Regen SLA Partials function recalculates SLA outage records for a
specified month and year.
To regenerate outage records:
1 From the ServiceCenter home menu, click Service Level Mgmt. The Service
Level Agreements menu displays.
2 Click Regen SLA Partials. Figure 9-12 shows the Recalculate SLA Totals
form.
Figure 9-12: Form for recalculating SLA totals
3 Type the month and year for the recalculation.
4 Click Proceed to recalculate outages for the time period specified.
282 uChapter 9—Service Level Management
Application Administration Guide
5 When the Regen Completed prompt appears, click OK. You will return to
the Service Level Agreements menu.
6 Click View SLA Metrics to display the results of the recalculation. For more
information, see Performance Views on page 287.
Assigning an SLA to a Department
The SLA basic mapping feature assigns a default SLA to each department by
using the ServiceCenter Department Data record. When first-level support
personnel enter a caller ID into a report opened with another ServiceCenter
module, the system identifies the caller’s department and automatically
assigns the default department SLA to the report. Basic mapping creates the
default configuration for the SLM module.
Basic Mapping
To assign default department SLAs:
1 From the ServiceCenter home menu, click the Toolkit tab.
2 Click Database Manager. Figure 9-13 shows the blank Database Manager
dialog box.
Figure 9-13: Database Manager dialog box
3 Type dept.g in the Form field of the Database Manager dialog box.
4 Click Search or press Enter.
SLA Maintenance Tasks t 283
ServiceCenter
5 Figure 9-14 shows a blank Department Data form. Click Search or press
Enter.
Figure 9-14: Blank Department Data record
6 The first department record in the system displays accompanied by a record
list of all the department records at the top if Records are enabled on the View
menu, as shown in Figure 9-15. Otherwise, a record list appears. Select a
record to view.
Figure 9-15: Department record and record list
284 uChapter 9—Service Level Management
Application Administration Guide
7 Select the name of the department you want to view. Information for this
department appears in the Department Data form.
8 Select the SLA you want to use as the department default from the
drop-down list in the SLA field.
9 Do one of the following:
n
Click Save to update the record in the department file. The status bar
displays this message: Department record updated.
n
Click Add if you are adding a new department The status bar displays this
message: Department record added.
Category and Priority Mapping
Category/Priority Mapping determines which SLA should be applied to a
report, based on a combination of factors:
n
Caller’s department
n
Call category
n
Priority of the call
Category/Priority mapping features are controlled by the Configuration
module. For more information, see Recalculating Outage Data on page 282.
When the Enable Category/Priority mapping option is selected in the SLA
configuration record, the system selects the appropriate SLA from the
department assignments table.
There are two levels to this type of mapping:
n
Priority Assignments
n
Category Assignments
Assignments
This level of mapping defines SLAs based on both category and
priority.When first-level support personnel enter a caller’s ID into a record
opened in another ServiceCenter module (for example, Service Management
or Incident Management), the system identifies the caller’s department and
automatically assigns the default SLA defined for that priority level to the
report.
SLA Maintenance Tasks t 285
ServiceCenter
To define category assignments for a department:
1 Click Service Level Mgmt. in the ServiceCenter home menu. The Service
Level Agreements menu appears.
2 Click Edit Dept. Assignments.
Figure 9-16 shows a dialog box with a drop-down list of SLA assignments.
Figure 9-16: Edit Departments dialog box
3 To define an SLA, select the name of the department.
4 Click OK. Figure 9-17 shows the SLA Assignments for Department form
that shows the default SLAs for the department by category and priority.
Figure 9-17: SLA assignments
286 uChapter 9—Service Level Management
Application Administration Guide
5 Select the SLAs you want the system to use for particular combinations of
categories and priorities from the drop-down lists in each cell.
If no SLA has been assigned to a category/priority, the system uses the default
SLA for that priority. In the example above, call reports in the client systems
category with a priority of 1 use the ACME Bronze SLA.
6 Click Save.
Performance Views
Service Level Management provides the user with a comprehensive view of
SLA performance from an overall perspective to a focus on individual devices
and response types. The performance analysis workflow chart shows the
drill-down levels available in the SLA performance view. These measurement
classifications are referred to as metrics. There are two types of metrics in
Service Level Management:
n
Availability Agreements guarantee the availability of a resource for a
specified time. For more information, see Availability Data on page 288.
n
Response Agreements guarantee response times for certain types of help
desk requests. For more information, see Response Time Data on page 301.
Figure 9-18 on page 288 shows the performance workflow chart.
SLA Maintenance Tasks t 287
ServiceCenter
Overall Performance
of all SLA's
(month/year)
Availability health of
all SLA's
(month/year)
Response time
health for all SLA's
(month/year)
Response time
health of one SLA
(year)
Response metrics
for one SLA
(month/year)
Availability of objects
on one SLA
(month/year)
A specific SLA's
response metric
(year)
Availability of a single
device (year)
Details of a single
response type
(month/year)
Outage history of a
single device
(month/year)
Availability health of
one SLA (year)
Figure 9-18: Performance analysis workflow
Availability Data
SLA availability data is used to track object availability (for example, a server
or an application). The SLM module gathers the following information
about objects in the system from agreement records:
n
Target availability percentage
n
Availability schedule
n
Dollar cost for outages
n
Importance of the object to the overall performance of the SLA
288 uChapter 9—Service Level Management
Application Administration Guide
Accessing SLA Metrics
1 Click Service Level Mgmt. in the ServiceCenter home menu, a shown in
Figure 9-19.
Figure 9-19: ServiceCenter home menu
Figure 9-20 shows the Service Level Agreements menu.
Figure 9-20: Service Level Agreements menu
SLA Maintenance Tasks t 289
ServiceCenter
2 Click View SLA Metrics.
Figure 9-21 shows the SLA Overall Performance form that displays the
overall performance for SLAs in your system for the month selected.
step 8 on page 291
step 4
step 3
Figure 9-21: SLA overall performance
3 Use the directional buttons above the table to change the month or year.
4 Use the directional buttons beneath the chart to display additional entries
within the table when more than 10 SLAs are listed. Each click of a directional
button shifts button assignments 10 places up or down and displays the
appropriate entries in the table.
5 Select the view by selecting the Yearly Availability or Yearly Response radio
buttons beneath the color chart. For more information, see Response Metric
Performance for One Year on page 309.
6 Click Availability Statistics to display the availability status of all your SLAs.
Return by clicking Back.
290 uChapter 9—Service Level Management
Application Administration Guide
7 Click Response Statistics to view the Response statistics. Return by clicking
Back.
8 Click a numbered column button to display the availability status of a single
SLA for one year.
Column Description
Col
Column numbers correspond to the numbers on the x-axis of the graph
on the left-hand side of the screen.
ID
Unique identifier for an SLA.
Title
Description of the SLA
%
Overall performance of the SLA for the month. This is a pure average of
the Availability performance percentage and the Response performance
metric.
Target
This is the target percentage specified on the SLA.
Availability status of all SLAs
The availability performance characteristics described in this section are for
all the SLAs in your system. The table compares actual performance levels
with the target performance guaranteed by the SLA. The color chart displays
the same performance data as that given in the table, but in a visual format.
The chart also provides access buttons for moving to the next level. For more
information, see Recalculating Outage Data on page 282.
To access SLA availability performance information:
1 Click Service Level Mgmt. in the ServiceCenter home menu. The Service
Level Agreements menu appears.
2 Click View SLA Metrics. The SLA Overall Performance form appears.
3 Click Availability Statistics.
SLA Maintenance Tasks t 291
ServiceCenter
Figure 9-22 shows the SLA Availability Performance form, which displays the
availability performance of all SLAs in your system.
Figure 9-22: SLA availability performance form
The following table describes the buttons on the SLA Performance form.
Button
Action
Devices for this SLA
Select this option to display the devices for a single SLA.
Click a numbered column button beneath the column
corresponding to the SLA you want to view. An SLA
Availability Performance form appears. This form
provides the object (device) availability for the
corresponding SLA listed in the table in the SLA Overall
Performance form.
SLA Yearly Performance
Select this option to display the yearly performance for
a single SLA. Click a numbered column button beneath
the column corresponding to the SLA you want to view.
A form displaying the yearly performance information
for a single SLA appears.
292 uChapter 9—Service Level Management
Application Administration Guide
Availability status of a single SLA
The availability performance characteristics described in this section are for
individual SLAs in your system. The table lists actual performance levels
achieved for a single SLA in each month of a given year. The color chart
displays the same performance data as that given in the table, but in a visual
format. The chart also provides access buttons for displaying performance
data for a single object (device or application) in an SLA. For more
information, see Recalculating Outage Data on page 282.
To access the yearly performance information for a single SLA:
1 Click Service Level Mgmt. in the ServiceCenter home menu. The Service
Level Agreements menu appears.
2 Click View SLA Metrics. The SLA Overall Performance form appears.
3 Select the Yearly Availability option beneath the chart.
4 Do one of the following:
n
Click a numbered column button. Yearly performance information for
the SLA selected from the table in the SLA Overall Performance form
appears.
n
Click Service Level Mgmt. in the ServiceCenter home menu. The Service
Level Agreements menu appears.
5 Click View SLA Metrics in the Service Level Agreements menu. The SLA
Overall Performance form appears.
6 Click the Availability Statistics button. The SLA Availability Performance
form appears.
7 Select the SLA Yearly Performance option beneath the chart.
8 Click a numbered column button.
SLA Maintenance Tasks t 293
ServiceCenter
Figure 9-23 shows the yearly performance information for the SLA selected
from the table in the SLA Overall Performance form.
Figure 9-23: Yearly performance information for a single SLA
The following table describes the fields on the Yearly Information form.
Field
Description
<%> Availability The label on the structure around the color chart indicates the
Required
general availability of the SLA as guaranteed in the agreement.
Col
The numbers, representing months, on the x-axis of the graph
on the left-hand side of the screen
294 uChapter 9—Service Level Management
Application Administration Guide
Field
Description
Month
Months of the year indicated on the right side of the form.
%
The weighted average of the uptime percentage for the month
for all devices covered in the SLA. The derivation of this figure
is as follows:
((Dn*DnW) + ... (Dn*DnW)) / (DnW + ...DnW)
where
Dn is the uptime percentage of Device n for the month
DnW is the weight assigned to Device n (specified on the
Availability tab of the SLA)
This formula can also be stated as follows:
(the sum of (the uptime percentage*its corresponding
weight) for all devices in the SLA) / (the sum of all the
weights)
Note: The total available time for a month for a device
depends upon the Calendar schedule that the device is on.
(This is specified in the Availability tab of the SLA.) This is
taken into consideration when calculating the availability
percentage The uptime for a device would be:
((total available time for the month) - (total time device was
down for the month)) / (total available time for the month)
Button selection
To view the availability of objects in a single SLA, click the numbered column
button in the chart that corresponds to the desired month in the table.
Availability of Objects in a Single SLA
The availability performance characteristics described in this section are for
all objects (devices) in a single SLA. The table in the Device Availability for a
SLA compares actual performance with the target performance guaranteed
by the agreement. The color chart displays the same performance data in a
visual format as that shown in the table. The chart also provides access
buttons for displaying outage histories for each device listed. For more
information, see Recalculating Outage Data on page 282.
Method 1: Access performance information for all devices in a single SLA
1 Click Service Level Mgmt. in the ServiceCenter home menu. The Service
Level Agreements menu appears.
SLA Maintenance Tasks t 295
ServiceCenter
2 Click View SLA Metrics.
The SLA Overall Performance form displays. Select the Yearly Availability
option beneath the chart.
3 Click a numbered column button. The yearly performance of the selected
SLA appears, corresponding to the SLA listed in the table in the SLA Overall
Performance form.
4 Click a numbered column button. Performance information for all devices
in a single SLA appears.
Method 2: Access performance information for all devices in a single SLA
1 Click Service Level Mgmt. in the ServiceCenter home menu. The Service
Level Agreements menu appears.
2 Click View SLA Metrics in the Service Level Agreements menu. The SLA
Overall Performance form appears.
3 Click Availability Statistics. The SLA Availability Performance form appears.
4 Select the Yearly Performance option beneath the chart.
5 Click a numbered column button. The yearly performance of the selected
SLA appears, corresponding to the SLA listed in the table in the SLA Overall
Performance form.
6 Click a numbered column button.
296 uChapter 9—Service Level Management
Application Administration Guide
Figure 9-24 shows performance information for all devices in a single SLA.
Figure 9-24: Performance information for devices in a single SLA
The following table describes the fields on the Device Performance form.
Field
Description
Col
Column numbers correspond to the numbers on the x-axis of the
graph on the left-hand side of the screen.
Device Name Logical names of the device.
%
The uptime percentage of the device for the month. The derivation
of this figure is:
((total available time for the month) - (total time device was
down for the month)) / (total available time for the month)
Note: The total available time of a device for a month depends
upon the Calendar schedule that the device is on. (See the
Availability tab of the SLA record.)
Target
The targeted uptime percentage for the device. This is specified on
the Required % field on the Availability tab of the SLA record.
SLA Maintenance Tasks t 297
ServiceCenter
Button selection
To view the yearly performance of a single object (device or application),
click the numbered column button that corresponds to the object listed in
the table.
Availability of a Single Device
The availability performance characteristics described in this section are for
a single device in an SLA. The table shown in the form lists actual
performance levels achieved for each month of a given year. The color chart
displays the same performance data in a visual format and provides access
buttons for displaying performance data for a single device (device or
application). For more information, see User Profiles on page 21.
Access the availability performance information for a single device in an SLA
from the Device Availability for a SLA form shown in Figure 9-24 on
page 297. For more information, see Availability of Objects in a Single SLA on
page 295.
u
Click a numbered column button in the chart on the left side. Figure 9-25
shows a form with the availability information for the selected device for one
year.
.
Figure 9-25: Performance information for a single device
298 uChapter 9—Service Level Management
Application Administration Guide
The following table describes the fields on the SLA Information form.
Field
Description
<%> Availability
Required
The label on the structure around the chart indicates the
general availability of the SLA as guaranteed in the
agreement.
Col
Column numbers correspond to the numbers on the
x-axis of the graph on the left-hand side of the screen.
Month
Months of the year that is indicated on the right-hand
side of the form.
Downtime
Total amount of time the device was down for the
month.
Button selection
To view the outage history of the current object for a month, click the
numbered column button that corresponds with the month desired.
Outage History of a Single Object
The availability data in this section provides the outage history for a single
object (device) in an SLA.
Access the outage history of an object from the Device Availability for One
Year form shown in Figure 9-25 on page 298. For more information, see
Availability of a Single Device on page 298.
u
Click a numbered column button in the chart. ServiceCenter displays a form
showing the outage history of the device, if a history exists. If the device has
no outage history, the status bar displays this message: No records found for
query:.... Figure 9-26 on page 300 shows the outage history of a device.
SLA Maintenance Tasks t 299
ServiceCenter
Figure 9-26: Outage history of a single device
The following table describes the fields on the outage history form.
Field
Description
Logical Name
Name of the device as it appears in the device file.
Agreement ID
Unique number identifying the record for this SLA.
Year
Year of the outage (see Figure 9-25 on page 298).
Month
Month of the outage (see Figure 9-25 on page 298).
Downtime
Total downtime that the outage record covers.
Outage ID
Unique ID of the outage record. (It is possible that the
device could be down multiple times during the month,
in which case, multiple outage records display.)
300 uChapter 9—Service Level Management
Application Administration Guide
Accessing an incident ticket
To display the incident ticket that describes a selected outage, double-click an
entry in the table, or select an entry and press Enter. Figure 9-27 shows an
incident ticket with a reported outage.
Figure 9-27: Incident ticket describing an outage
Note: This is the end of the availability data flow. Click Back to return to the
previous screen in the flow, or use the Return button to return to the
Service Level Agreements menu.
Response Time Data
SLA response time data is used to track guarantees of response time in the
case of an outage. The SLM module gathers the following information about
response times in the system from agreement records:
n
Tracking from specific Incident ticket states
n
Target response time
n
Calendar (work shift) affected by the guarantee
n
Importance of the response time to the SLAs overall performance
SLA Maintenance Tasks t 301
ServiceCenter
Response time status of Service Level Agreements
The response time performance characteristics described in this section are
for all the SLAs in your system. The table in the SLA Response Time
Performance form compares actual performance with the target
performance guaranteed by the agreement. The color chart displays the same
performance data as that given in the table, but in a visual format. The chart
also provides access buttons for moving to the next level. for more
information, see Recalculating Outage Data on page 282.
To access the response time performance information for all SLAs:
1 Click Service Level Mgmt. in the ServiceCenter home menu. The Service
Level Agreements menu appears.
2 Click View SLA Metrics.
3 The SLA Overall Performance form shows the overall performance for SLAs
in your system for the month selected, as shown in Figure 9-21 on page 290.
4 Select the Yearly Response option beneath the chart.
5 Click the Response Statistics button to display the response time status of all
your SLAs, as shown in Figure 9-28.
Figure 9-28: Response time status for all SLAs
302 uChapter 9—Service Level Management
Application Administration Guide
The following table describes the fields on the SLA Performance form.
Field
Description
Col
Column numbers correspond to the numbers on the
x-axis of the graph on the left-hand side of the screen.
ID
Unique identification numbers assigned by the system
to the SLA records when they were created.
Title
Title given to the SLAs when they were created, for
example, Development & IT.
%
Actual performance percentages of the response times.
Target
Performance percentages of response times, guaranteed
in the agreement.
The following table describes the buttons on the Device Performance form.
Button
Action
Response Metrics for this When this view is selected, the numbered column
SLA
buttons display the response metrics of a single SLA.
SLA Yearly Performance
When this view is selected, the numbered column
buttons display the yearly response time performance of
a single SLA.
Response time status for a single SLA
The response time performance characteristics described in this section are
for each month in one year for a single SLA. The table in the SLA Response
Time Performance for One Year form displays actual performance
percentages for each month. The color chart displays the same performance
data in a visual format and provides access buttons for displaying the
response metrics for a single SLA.
The access point is the SLA Overall Performance form shown in Figure 9-21
on page 290. For more information, see Accessing SLA Metrics on page 289.
SLA Maintenance Tasks t 303
ServiceCenter
Method 1: Access yearly response time performance for a single SLA
1 Select the Yearly Response option beneath the chart in the SLA Overall
Performance form.
2 Click a numbered column button. Yearly performance information for the
SLA selected from the table in the SLA Overall Performance form displays.
Method 2: Access yearly response time performance for a single SLA from
the SLA Overall Performance form
1 Access the SLA Overall Performance form.
2 Click Response Statistics to display the response time status of all your SLAs.
3 Select the SLA Yearly Performance option.
4 Click a numbered column button to display the response time status of a
single SLA, as shown in Figure 9-29.
Figure 9-29: Yearly response time performance for a single SLA
304 uChapter 9—Service Level Management
Application Administration Guide
The following table describes the fields on the SLA Performance form.
Field
Description
<%> of
target
response
required
The label on the structure around the color chart indicates the target
response required of the SLA as guaranteed in the agreement. In this
example, the availability percentage is 100%.
Col
Column numbers correspond to the numbers on the x-axis of the
graph on the left-hand side of the screen.
Month
Months of the year that is indicated on the upper right-hand side of
the form.
%
The percentages of responses that were met. On the Response Times
tab of an SLA, the user can define a named response phase of the life
cycle of an incident ticket. For example, an SLA could have the
following two named phases defined:
Open-to-WIP — Acceptable response time is 01:00:00 (one hour)
which is the time elapsed between when the incident is opened until
to it is assigned to someone.
WIP-to-Resolved — Acceptable response time: 02:00:00 (two
hours)
Assume that an incident ticket is opened using this SLA and the first
named response phase (Open-to-WIP) takes MORE than the
acceptable one hour to complete.
Once the ticket is assigned, the second named response phase
(WIP-to-Resolved) takes LESS THAN or equal to the acceptable two
hours to complete.
The response percent for this SLA would be 50% since one named
response phase failed to complete in the acceptable timeframe and
the other was completed within the acceptable timeframe.
This percentage can be expressed as:
(number of times in the month a named response phase of the SLA
was responded to within the allotted time.) / ((number of named
response phased defined in the SLA) * (number of incident tickets
against the SLA in a month))
This formula reflects what percentage of ALL the named response
phases defined for the SLA were responded to within the allotted
time.
Button selection
SLA Maintenance Tasks t 305
ServiceCenter
To view response metrics for a single SLA for 1 year, follow steps 1 - 6 in the
previous section. Clicking on a numbered button beneath a column in the
chart in the Response Metrics for a SLA form will display the metrics for the
corresponding month.
Response Metrics for a Single SLA
The response time performance characteristics described in this section are
for all named responses in a single SLA. The table displays actual
performance percentages. The color chart displays the same performance
data in a visual format and provides access buttons for displaying response
metrics for an entire year.
To access the response metrics for a single SLA:
Method 1
1 Click Service Level Mgmt. in the ServiceCenter home menu. The Service
Level Agreements menu displays.
2 Click View SLA Metrics.
3 The SLA Overall Performance form appears, displaying the overall
performance for SLAs in your system for the month selected.
4 Click Response Statistics. The response time status of all your SLAs appears.
5 Select the Response Metrics for this SLA option.
6 Click a column number button.
7 The response metrics for a single SLA appear.
To access the response metrics for a single SLA
Method 2:
1 Click Service Level Mgmt. in the ServiceCenter home menu. The Service
Level Agreements menu displays.
2 Click View SLA Metrics.
3 The SLA Overall Performance form appears, displaying the overall
performance for SLAs in your system for the month selected.
4 Select the Yearly response option.
5 Click the column number button for the SLA whose response you want to
display. The yearly response time performance of a single SLA appears.
6 Click a column number button to display the response metrics for a single
month. Figure 9-30 shows the response performance for an SLA.
306 uChapter 9—Service Level Management
Application Administration Guide
Figure 9-30: Response metrics for a single SLA
The following table describes the fields on the Response Performance form.
Field
Description
Col
Column numbers correspond to the numbers on the x-axis of
the graph on the left-hand side of the screen.
Response Name
Name of the named response phase.
%
The percentage that the named response phase was responded
to during the month within the allotted time.
(number of times during the month the named response
phase of the SLA was responded to within the allotted time) /
(number of Incident tickets against the SLA during the
month)
Button selection
To view response metrics for a single SLA for 1 year, click a numbered button
beneath a column in the chart in the Response Metric Performance for a SLA
form.
SLA Maintenance Tasks t 307
ServiceCenter
Single SLA Response Metrics for One Year
The response time data described in this section are actual response times for
individual response metrics. The table in Figure 9-31 displays actual
performance percentages. The color chart provides access buttons for
displaying the details of a single response type. For more information, see
Details of a Single Response Type on page 309.
Click a numbered button beneath a column in the chart in the Response
Metrics for a SLA form, corresponding to a particular response. For example,
click WIP-to-Resolved and Figure 9-31 shows the result. For more
information, see Response Metrics for a Single SLA on page 306.
Figure 9-31: Response metric performance for one year
The following table describes the fields on the SLA Information form.
Field
Description
Col
Column numbers correspond to the numbers on the x-axis of
the graph on the left-hand side of the screen.
308 uChapter 9—Service Level Management
Application Administration Guide
Field
Description
Month
Name of the month.
Mean Response
The average time it took to respond to the named
response phase.
(sum of the the response times for this named response) /
(number of Incident tickets against this SLA)
Details of a Single Response Type
The response time data displays details of a single response type for the
month selected. The table lists pertinent performance data for each instance
of a single response type in all the SLAs in the system.
Response Metric Performance for One Year
Click a numbered button beneath a column in the chart corresponding to a
particular month. Figure 9-32 shows the details of a single response type. For
more information, see Single SLA Response Metrics for One Year on page 308.
Figure 9-32: Response metrics for a single SLA
SLA Maintenance Tasks t 309
ServiceCenter
The following table describes the fields on the Response Metrics form.
Field
Description
Response Name Unique names identifying the response types. Response types
must be unique within a particular SLA, but can be used for
other SLAs.
Agreement ID
Unique identification numbers of the SLA in which the response
type appears.
Year
Year in which the response type occurs.
Month
Month in which the response type occurs.
Percentage Hit
The percentage that the named response phase was responded to
during the month within the allotted time.
(number of times during the month the named response
phase of the SLA was responded to within the allotted time) /
(number of Incident tickets against the SLA during the month)
Mean
Average response time for this response type. The system derives
this value by adding all the response times together and dividing
the sum by the total number of responses.
Median
Median response time for this response type. The system derives
this value by dividing the sum of the highest and lowest response
times by 2.
Deviation
Standard deviation from the response time for that response
type. This value helps you isolate chronically slow response
types.
Note: This is the end of the response time flow. Click Back to return to the
previous form in the flow, or click the Return button to return to the
Service Level Agreements menu.
310 uChapter 9—Service Level Management
Application Administration Guide
Service Level Contracts
The Contract Management module integrates information and tracking into
the enterprise Service Desk. Unlike Service Level Agreements (SLAs), which
describe how services in a contract are to be rendered, service contracts are
financial agreements that define the services to be provided and the financial
implications of using those services.
Features of Contract Management
On-Line Contract Storage
Contracts can be stored on-line in the ServiceCenter repository in a
structured format for automated analysis, or as the original contract
document.
Contract Determination Wizard
Contract Management includes links to Incident Management and Service
Management that allow a first level technician single-button access to a
contract determination wizard. The wizard then guides the technician to the
appropriate service contract and service level for that specific service event.
Contract Management can then determine when budgeted thresholds are
exceeded for a specific contract. These thresholds can be either limits on
numbers of calls or incidents, or thresholds on the cost of services offered
under a contract.
Charge back
Contract Management allows charge back of costs, meaning the customer
can be charged back the costs incurred while working with incidents,
handling calls, or implementing changes to a specific service contract.
Contract Tracking
Contract Management ties discrete incidents and calls to service contracts. It
provides up-to-date information about the state of each contract, including
its budgeted allocations and the actual number of calls and Incidents applied
against each contract.
Service Level Contracts t 311
ServiceCenter
Time and Materials
The existing Service, Incident, and Change Management modules now
associate service contracts with time and materials expended. This feature
makes it possible to compute the real cost of handling each incident and call,
as well as to calculate the cost of managing each service contract.
Setup
Before you begin to use Contract Management, you must complete the
following steps:
n
Configuration.
n
Currency Conversion on page 314.
n
Currency Definitions on page 314.
n
Part Usage Detail on page 315
n
Labor Performed Detail on page 317
Configuration
Specify those contract elements you want the system to calculate, select a base
currency for all your contracts, or switch off the automatic processing of
contract specifics in the configuration record.
To configure the Contract Management module:
1 Click Service Level Mgmt. in the ServiceCenter home menu. The Service
Level Management menu appears.
312 uChapter 9—Service Level Management
Application Administration Guide
2 Click the Service Contracts tab shown in Figure 9-33.
Figure 9-33: Service Level Management menu: Service Contracts tab
3 Click Edit Control Record.
Figure 9-34 shows the Contract Management configuration record.
Figure 9-34: Contract Management options
Service Level Contracts t 313
ServiceCenter
Click Save to save any changes to the configuration record. The following
table describes the fields in the Contract Management configuration record.
Field
Description
Enable Module
Select this check box to enable the Contract Management
data collection processes.
Default Rate
Enter the default labor rate for the module.
Currency Code
The value in this field sets the currency code for Contract
Management. Currency conversions for all contracts in the
database are based on this code.
Problem Parts
Select this check box to calculate the cost of parts from the
Parts & Labor tab in an incident ticket.
Calculate Incident
Labor
Select this check box to calculate the cost of labor from the
Parts & Labor tab in an incident ticket.
Calculate Service
Labor
Select this check box to calculate the cost of labor from the
Time Spent Working on Call field in a call report.
Calculate Change
Management Parts
Select this check box to calculate the cost of parts from the
Parts & Labor tab in a change request.
Calculate Change
Select this check box to calculate the cost of labor from the
Management Labor Parts & Labor tab in a change request.
Calculate Request
Select this check box to calculate the cost of labor from the
Management Labor Parts & Labor tab in a change request.
Calculate Request
Management Parts
Select this check box to calculate the cost of parts from the
Parts & Labor tab in a change request.
Currency Conversion
Contract Management provides a currency conversion utility that
automatically converts 166 national currencies, depending upon exchange
rates at the time the contract is granted. Daily exchange rates can be entered
into the system, ensuring accurate rate conversions. For more information,
see Currency Conversion Utility on page 215.
Currency Definitions
Currency definition records define currency codes for each of the
international currencies entered in the system and establish whether or not
an individual currency has European Union Currency (EUR) as its root. For
more information, see Currency Definitions on page 217.
314 uChapter 9—Service Level Management
Application Administration Guide
Part Usage Detail
Part Usage Detail records define the details of used parts, including device
type, part number, model number, location where asset is being used, and so
forth.
To view a used parts record:
1 Click Service Level Mgmt. in the ServiceCenter home menu. The Service
Level Management menu appears.
2 Click the Supporting Data tab.
3 Click Part Usage Detail.
Figure 9-35 shows a blank Part Used form.
Figure 9-35: Used Parts — Detail Record Search Form
4 Do one of the following:
n
Enter the name used part or other search criteria and click Search or press
Enter.
n
Leave all fields blank and click Search to perform a true query and retrieve
a list of all used parts records.
Service Level Contracts t 315
ServiceCenter
Figure 9-36 shows the requested record, or a QBE list of records appears
where you can select a record to view or modify.
Figure 9-36: Used Parts Detail Definition record
5 You can add, edit, or delete part usage details in this form. The following
table shows the fields on the Parts Used form.
Field
Description
ID
Unique serial number for this device type.
Reference File The file accessed to reference this information, such as the
problem file.
Reference Key Event triggering a response. For example, an incident ticket
number within the problem file.
Part Number
A unique part number used to define this model.
Quantity Used The number of assets being used.
Contact
Individual in the contacts file associated with this device or
primary asset.
Department
The department associated with this device or primary asset.
Company
The company associated with this device or primary asset.
316 uChapter 9—Service Level Management
Application Administration Guide
Field
Description
Location
The location within a company associated with this device or
primary asset.
Asset
Asset that this used parts record is defining.
Model
Model of this device or primary asset.
Device Type
Type of device this asset represents.
Vendor
Provides services for this component.
Labor Performed Detail
The Labor Performed Detail definition records define the details of where
and how labor was performed on components for service records and billing
purposes.
1 Click Service Level Mgmt in the ServiceCenter home menu. The Service
Level Management menu appears.
2 Select the Supporting Data tab.
3 Click Labor Performed Detail.Figure 9-37 shows a blank Labor Performed
form.
Figure 9-37: Labor Performed Detail Record Search form
Service Level Contracts t 317
ServiceCenter
4 Do one of the following:
n
Enter the applicable search criteria and click Search or press Enter.
n
Leave all fields blank and click Search to perform a true query and retrieve
a list of all labor performed (detail definition records).
Figure 9-38 shows the requested record, or a QBE list of records where you
can select a record, to view or modify.
Figure 9-38: Labor Performed Detail Definition record
5 You can add, edit, or delete definitions in this form. The following table
shows the fields on the Labor Performed form.
Field
Description
ID
Unique serial number for this device type.
Reference File
The file accessed to reference this information, such as the
problem file.
Reference Key
Event triggering a response. For example, an incident ticket
number within the problem file.
318 uChapter 9—Service Level Management
Application Administration Guide
Field
Description
Technician
Technician assigned to service this device or primary asset.
Hours Worked Number of hours spent servicing this device or primary asset.
Date Worked
Date services rendered on this device or primary asset.
Contact
Individual in the contacts file associated with this device or
primary asset.
Department
The department associated with this device or primary asset.
Company
The company associated with this device or primary asset.
Location
The location within a company associated with this device or
primary asset.
Asset
Asset that required repairs.
Model
Model of this device or primary asset.
Device Type
Type of device this asset represents.
Vendor
Provides services for this component.
GL Number
Service Contracts
ServiceCenter stores contract information inside its repository in two forms:
n
Detailed format designed for automated analysis.
n
Entire contract in its original form.
Service contracts are the principal records for Contract Management.
Contract information displays here to determine what services have been
used and what services remain. You can create, edit, or delete contracts in this
form.
Accessing a Contract
To access an existing contract:
1 Click Service Level Mgmt in the ServiceCenter home menu. The Service
Level Management menu appears.
2 Click the Service Contracts tab.
3 Click Service Contracts.
Service Contracts t 319
ServiceCenter
Figure 9-39 shows a blank contract search form.
Figure 9-39: Blank Service Contract Search form
4 Click Search or press Enter to perform a true query and retrieve a list of all
current contract records. A contract record list appears, listing all contracts
in your system.
5 Select a record to view and modify by double-clicking on the Name in the
Contract ID.
320 uChapter 9—Service Level Management
Application Administration Guide
Figure 9-40 shows the appropriate information in the contract form.
Figure 9-40: Service Contract search results
Header Fields
Contract ID is the number provided by the system as the unique identifier
for this contract.
Reference Name (required) is an alternate unique identifier. Generally, this is
the client company’s contract number.
General Information tab
The following table shows the fields on the General Information tab.
Field
Description
Start Date
Date when the contracted services begin.
End Date
Date when the contract expires.
Service Contracts t 321
ServiceCenter
Field
Description
Provider Company
Name of the client company. The name in this field
references a System Wide Company Record in the
ServiceCenter company file.
Cost Center
Cost center for the contract.
Technical Account
Manager
Technical account manager for the contract.
TAM Phone number Technical account manager’s phone number
Escalation Contact
Who to contact in case of an escalation on the contract.
Escalation Phone
number
Who to contact in case of an escalation on the contract.
Client Company
Name of the company contracting for the services. The
name in this field references a System Wide Company
Record in the ServiceCenter company file.
Client Contact
Name of the contact inside the client company who can
answer questions about the contract.
Duty Calendar
What calendar the contract uses (see ServiceCenter
calendars).
Alert when not
updated for
Reserved for a future release.
Call time limit
Reserved for a future release.
Warning time alert
Reserved for a future release.
322 uChapter 9—Service Level Management
Application Administration Guide
Details tab
Figure 9-41 shows the Details tab.
Figure 9-41: Details tab
The following table shows the fields on the Details tab.
Field
Description
Budgeted Amount
Maximum amount of money that is budgeted for the
services defined in the contract.
Budgeted Currency
International currency in which the Budgeted Amount is
expressed (for example, French Franc).
Root Budget Amount
Budgeted amount translated into the system’s root
currency. This quantity is automatically calculated.
Root Currency
System’s root currency.
Spent to Date
Total amount of money spent to date servicing this
contract.
Budget Grant Date
Date on which the budget was granted. The system bases
all currency conversions regarding this contract on this
date.
Contracted Incidents
Total number of incidents budgeted for this contract.
Used Incidents
Total number of Incidents opened to date against this
contract.
Contracted Calls
Total number of calls budgeted for this contract.
Used Calls
Total number of calls opened to date against this contract.
Service Contracts t 323
ServiceCenter
Rules tab
The choices on the Rules tab, shown in Figure 9-42, define the course of
action a customer service technician should take when the terms of a service
contract are exceeded.
Figure 9-42: Rules tab
When a caller exceeds the purchased calls, incidents, service reviews, or site
visits, click:
n
Ignore it if you want the technician to service calls or incidents that exceed
the limit for this contract.
n
Warn the User if you want the technician to warn the user when calls or
incidents exceeds the limit for this contract.
n
Refuse Service if you want the technician to refuse service for calls or
incidents that exceed the limit for this contract.
Named Users tab
In the Named Users dialog box, enter the customer contact names for the
contract who are entitled to update or request service against the contract.
Contacts entered on this tab must exist in the Contacts record. Figure 9-43
on page 325 shows the Named Users tab.
324 uChapter 9—Service Level Management
Application Administration Guide
Figure 9-43: Named Users tab
Comments tab
Enter notes, cautions or special conditions regarding this contract on the
Comments tab shown in Figure 9-44. This text does not display anywhere
else in the system.
Figure 9-44: Comments tab
Service Contracts t 325
ServiceCenter
Attachments tab
Attach any documents pertaining to this contract in this tab, including the
actual contract itself. Contract Management recognizes a wide range of
document formats. There are two options for attaching documents to a
service contract:
n
Pop-up menu: Right-click in the Attachments tab and select Insert from
the shortcut menu.
n
Drag and drop: Drag documents from a file folder directly into the
Attachments tab.
Figure 9-45 shows the Attachments tab.
Figure 9-45: Attachments tab
For more information, see the ServiceCenter System Administrator’s Guide.
326 uChapter 9—Service Level Management
Application Administration Guide
Additional Services tab
Figure 9-46 shows the Additional Services tab.
Figure 9-46: Additional Services tab
The following table shows the fields on the Additional Services tab.
Field
Description
Contracted Service
Reviews
Enter the number of Service Reviews to which the
customer is entitled.
Used Service Reviews
Number of remaining Service Reviews the customer is
entitled to. This number is updated automatically from the
Incident Record.
Contracted Site Visits
Enter the number of Site visits to which the customer is
entitled.
Used Site Visits
Number of remaining Site Visits the customer is entitled
to. This number is updated automatically from the
Incident Record.
Creating a Contract
To create a new contract in Contract Management:
1 Click Service Level Mgmt in the ServiceCenter home menu. The Service
Level Management menu appears.
2 Click the Service Contracts tab.
3 Click Service Contracts. A blank contract form appears.
4 Fill in the tabs with the appropriate data.
5 Click Add to add the record to the file.
The status bar displays this message: Record added to the servicecontract
file.
Service Contracts t 327
ServiceCenter
Editing a Service Contract
To edit a service contract:
1 Click Service Level Mgmt in the ServiceCenter home menu. The Service
Level Management menu appears.
2 Click the Service Contracts tab.
3 Click Service Contracts. A blank service contract search form appears.
4 Do one of the following:
n
Type search criteria. Click Search or press Enter.
n
Leave the fields blank and click Search to perform a true query and retrieve
a list of all current service contract records. Select a record to view and
modify.
5 Edit the record as needed.
6 Click Save to save the changes. The status bar displays this message: Record
updated in the servicecontract file.
7 Click OK to exit the servicecontract file.
Deleting a Service Contract
To delete a service contract:
1 Click Service Level Mgmt in the ServiceCenter home menu. The Service
Level Management menu appears.
2 Click the Service Contracts tab.
3 Click Service Contracts. A blank service contract search form appears.
4 Do one of the following:
n
Type a name in the Reference Name field or click Browse to select search
criteria.
n
Leave the fields blank and click Search to perform a true query and retrieve
a list of all current service contract records. Select a record to delete.
The requested record appears.
5 Click Delete. A message prompts you to confirm the action.
6 Click Yes to delete the contract record. The status bar displays this message:
Record deleted from the servicecontract file.
7 Click OK to exit the servicecontract file.
328 uChapter 9—Service Level Management
Application Administration Guide
Expense Lines
An expense line record is an itemized accounting of expenses incurred by the
provider while servicing a contract. Expense lines are generated by the system
as services are rendered and automatically calculate the money spent for each
part or service in the currency of the contract. Figure 9-47 shows an expense
line record.
Figure 9-47: Expense Line record
The following table describes the fields in the Expense Line Information
form.
Field
Description
ID
The unique identifier assigned by the system to the expense line
record.
Date Cut
Date the expense line record was created.
Date Processed
Date the expense line record was updated.
Service Contracts t 329
ServiceCenter
Field
Description
State
Exchange rate processing status of the record.
n closed — indicates that the exchange rate has been locked in
and the value computed exactly.
n ready — indicates that the record is waiting to be processed.
n pending — indicates that the record is waiting for the
exchange rate to be entered in the system.
Currency Code
The value in this field sets the currency code for Contract
Management. Currency conversions for all contracts in the
database are based on this code.
Amount
Amount spent by the provider in the contract currency.
Service Contract Number provided by the system as the unique identifier for this
ID
contract.
Asset Contract
ID
Number provided by the system as the unique identifier for this
contract.
Source File
Name of the file from which the type of expenditure is calculated
(for example, outage, operator, model).
Source Key
Unique identifier of the record in the file generating the expense
line. For example, CALL1021 (Service Management) and
IM10011 (Incident Management).
Root Currency
Root currency for the ServiceCenter system.
Root Amount
Equivalent sum, in root currency, of the amount entered in the
Amount field.
Type
Type of expenditure involved.
n Parts — used to compute the cost of parts used in servicing a
contract, the system searches in the model file.
n Labor — used to compute the cost of labor involved in
servicing a contract, the system searches in the operator file
for the technician’s hourly rate.
n Outage — used to compute the cost resulting from outages,
the system searches at the service level agreement (SLA) for the
device in question.
n Handling — used to compute the cost resulting from
handling a customer call, the system searches at the Service
Management call report.
n Other — area is available for user tailoring. Creating your own
expenditure type is an advanced procedure.
Micro-State
Used for system processing.
330 uChapter 9—Service Level Management
Application Administration Guide
Field
Description
Cost Center
Cost center for the expense line.
Budget Center
The budget center (profit center) the expense line is associated
with.
Bill To
A person or department.
Bill Type
Whether the bill to value contains a person or department.
GL Number
Global Ledger number.
Payment Type
Depend on the nature of the expense. For example, contract
payments include the following payment types: buyout, renewal,
purchase.
Contact
Individual in the contacts file associated with this expense line.
Department
The department associated with this expense line.
Company
The company associated with this expense line.
Location
The location within a company associated with this expense line.
Asset
Asset to which this expense line refers.
Model
Model of this device or primary asset.
Device Type
Type of device this asset represents.
Vendor
Provides services for this component.
Associated Data User comments field for such things as the device involved.
Accessing Expense Line Records
To open an expense line record:
1 Click Service Level Mgmt in the ServiceCenter home menu. The Service
Level Management menu appears.
2 Click the Service Contracts tab.
Service Contracts t 331
ServiceCenter
3 Click Expense Lines in the Service Contracts menu. Figure 9-48 shows a
blank expense line record.
Figure 9-48: Expense Line Search form
4 Do one of the following:
n
Type search criteria in a field and click Search or press Enter.
n
Leave the fields blank and click Search to perform a true query and retrieve
a list of all current service contract records. Select a record to view.
The QBE record list displays all the expense line records in the system.
Cost Assessment
Each time a client company provides a service to a customer, real cost is
incurred from three sources:
n
The cost of interacting with the customer. This can be evaluated as the
time spent by first level technicians handling the customer’s call,
multiplied by the hourly wage of the technician.
n
The cost of labor associated with actually fixing an incident. As one or
more technicians actually work on an incident, their time is multiplied by
their hourly rate to determine the cost.
n
The cost of any parts used in the repair process.
332 uChapter 9—Service Level Management
Application Administration Guide
Handle Time
The time spent receiving and handling a request for service costs a provider
money. A ten-minute phone conversation with the customer, however
insignificant it may seem, represents an expense that should be charged back
to the customer. A large number of these brief calls consumes a significant
amount of a provider’s resources.
Contract Management is integrated with ServiceCenter’s Service
Management module. As calls are received, the Service Management module
automatically determines the time that was spent handling the calls. In
Service Management, accounting for handle time begins when a call report
starts and terminates when the help desk technician ends the call. These
handle times are multiplied by the handling technician’s bill rate and
recorded as expense lines against the relevant service contract.
Labor
As an incident ticket or change request is managed, more than one person
may work on the issue. A given technician may work on the issue more than
once over a period of days or weeks. Contract Management integrates with
the ServiceCenter Incident, Change, and Request Management modules to
allow technicians to record the hours they spent working on a change
request, incident ticket, or request management quote.
As the technicians record their labor in the incident ticket, line item, or
change request, the system automatically translates this information into
expense lines that tie back to Incident, Request, and Change.
Service Contracts t 333
ServiceCenter
Figure 9-49 shows the Parts & Labor tab for an expense line record.
Incident
Ticket
Change
Request
Figure 9-49: Parts & Labor tab
334 uChapter 9—Service Level Management
Application Administration Guide
Parts
Contract Management is integrated with ServiceCenter’s Incident, Request,
and Change Management modules to allow technicians to record any parts
they use to resolve the issue. As these parts are recorded, ServiceCenter takes
the following action:
n
Expense lines are created against the relevant contract.
n
Quantities of these parts in stock are adjusted accordingly.
The system automatically tracks the number of parts in stock and, through
Request Management, places replacement parts orders when quantities in
stock dip below a user definable threshold.
Itemizing Costs
Contract Management allows you to itemize the cost of fixing a particular
incident. Detailed cost data helps the user make informed decisions by
answering such questions as:
n
What type of incidents are the most expensive to fix?
n
What percentage of your costs are parts?
n
What percentage of your costs are labor?
To display a cost table and an expense line record:
1 Open an existing incident ticket.
2 Choose Options > Show Costs. Figure 9-50 shows a cost table for the
incident ticket.
Figure 9-50: Costs associated with an incident
Service Contracts t 335
ServiceCenter
3 Click a button (Parts, Labor, and so on) to the right of the table to display the
expense line records related to that incident. For example, click Handling
and the window shown in Figure 9-51 appears.
Figure 9-51: Expense Line record for Handling
Entitlement Checking
When a customer contacts a client company and requests service, it is
important to determine whether or not that user is entitled to additional
service; if the contract provides for five service calls, and the user has already
reached that limit, service may be denied.
Because the precise nature of language and rules varies from contract to
contract, the process of determining what contract applies at a given time is
complex and difficult to generalize. Contract Management solves this
difficulty with a sophisticated rule-processing engine that allows customers
336 uChapter 9—Service Level Management
Application Administration Guide
to write their own wizard scripts. Technicians are guided by the script
through a custom set of questions and answers before eventually determining
a particular caller’s contract information. This rule engine is linked to
ServiceCenter’s Incident and Service Management modules.
The object of any entitlement determination sequence is to identify both a
contract and a service level agreement (SLA) that apply to the current
situation. Once that information is located, the system automatically checks
to see whether the referenced contract permits service at this time. Has the
user exceeded the call budget? Has the contracted number of incidents been
used? All this can be checked automatically.
That information is then linked to the incident ticket, call report, or change
request document. The Contract Management module can then use the
service information for other purposes.
Entitlement Record
The entitlement record connects a device to a service level agreement (SLA)
and a contract. ServiceCenter automatically checks the entitlement record
when a call is opened to determine if the device entered is entitled to service.
To access an entitlement record:
1 Click Service Level Mgmt. in the ServiceCenter home menu. The Service
Level Management menu appears.
2 Click the Service Contracts tab.
3 Click Entitlement Mapping in the Service Contracts menu. A blank
entitlement record appears.
4 Do one of the following:
n
Type search criteria in a field or select values from the drop-down lists.
n
Leave the fields blank and click Search or press Enter to perform a true
query and retrieve a list of all current entitlement mapping records.
Service Contracts t 337
ServiceCenter
Figure 9-52 shows an entitlement record selected from a list of QBE records.
Figure 9-52: Entitlement Record
The following table describes the fields in the Entitlement record.
Field
Description
ID
The system assigns an ID number to each entitlement record
automatically when the record is created.
Company
Select the name of the company receiving the service from the
drop-down list.
Location
Click Browse to enter the location (from the location file) for the
company you selected in the previous field.
Service Type
Select the type of service (Service and Incident Management
category) specified in the contract.
Device Type
Contains the generic name of the type of device covered by the
service contract (for example, pc).
Logical Name Contains the unique name of the particular device covered by the
service contract. (for example, pc002).
338 uChapter 9—Service Level Management
Application Administration Guide
Field
Description
SLA ID
Select the service level agreement (SLA) involved in the servicing
of this contract.
Contract ID
Select the unique ID of this contract from the drop-down list. This
value matches the Contract ID in the contract record.
Viewing Contract Overruns
Options on the Service Contracts menu allow you to view contracts that have
reached certain limits. The system lists the contracts meeting each of the
search parameters defined below in a standard contract record. You may add,
edit, or delete contracts in this mode. The following table describes the types
of contract overruns.
Option
Description
Expired Contracts
Displays all contracts in the system whose time limit for
service has expired.
Overspent Contracts
Displays all contracts in the system whose budget has been
exceeded, regardless of where the money has been spent
(that is, calls or Incidents).
Exceeded Incidents
Displays all contracts in the system that have exceeded their
Incident allocation limit.
Exceeded Calls
Displays all contracts in the system that have exceeded their
call allocation limit.
Service Contracts t 339
ServiceCenter
Figure 9-53 on page 340 shows a record for a contract overrun.
Figure 9-53: Record for an Overspent Contract
Contract Wizard
Different devices, or objects, may have different contracts associated with
them, even from the same provider. The Contract Management module
contains a contract wizard designed to associate a new call with the proper
contract and SLA (service level agreement). The contract wizard fills the SLA
and Contract fields of the call report and establishes the link to a specific
contract. Any service provided to the customer as a result of this call is
automatically calculated and charged back against the correct contract. This
tool greatly increases the accuracy of the accounting process.
To use the contract wizard:
1 Click Service Management in the ServiceCenter home menu. The Service
Management menu appears.
340 uChapter 9—Service Level Management
Application Administration Guide
2 Click Take New Calls. A new call report form appears.
3 Choose Options > Get Contract, as shown in Figure 9-54.
Figure 9-54: New Call report
4 Figure 9-55 shows the first prompt of the contract wizard.
Figure 9-55: Selecting a company
Service Contracts t 341
ServiceCenter
5 Do one of the following:
n
Select a client company from the drop-down list in the Company field.
n
Click Back or Next to exit the contract wizard.
For this example, select a company name from the drop-down list in the
Company field.
6 Click Next to go to the location prompt, or click Back to return to the
previous prompt.
Note: You can click Back any time to return to the previous prompt.
7 Select the client location from the drop-down list in the Location field.
8 Click Next to go to the service type prompt, or click Back to return to the
previous prompt.
9 Select the type of service required from the drop-down list in the Service
Type field.
10 Click Next to go to the type of device prompt, or click Back to return to the
previous prompt.
11 Select the type of device involved from the drop-down list in the Device Type
field.
12 Click Next to go to the specific device prompt, or click Back to return to the
previous prompt.
13 Select the specific device involved from the drop-down list in the Logical
Name field.
14 Click Next to return to the call report or click Back to return to the previous
prompt.
342 uChapter 9—Service Level Management
Application Administration Guide
Figure 9-56 shows the call report with the appropriate contract and SLA data
because the Projected SLA field now has the appropriate contract and SLA
data.
Figure 9-56: New Call Report
Service Contracts t 343
ServiceCenter
344 uChapter 9—Service Level Management
10
Change Management
CHAPTER
ServiceCenter’s Change Management module is the process for requesting
and approving changes in your infrastructure. Changes, as opposed to
Service requests, generally affect shared equipment or multiple users. Change
Management automates the approval process, eliminating the need for
continuous memos, e-mails, and phone calls. However, within this process,
approvers must still manually approve each change. This chapter describes
the administration of ServiceCenter’s Change Management module. For
more information, see the ServiceCenter User’s Guide.
Read this chapter for information about:
n Relationship to Service Management on page 346
n
Components of Change on page 348
n
Workflow on page 348
n
Security and Access Control on page 352
n
Using Change Management on page 354
n
Managing Categories and Phases on page 370
n
Change and Task Phases on page 384
n
Change Records on page 409
n
Tasks on page 425
n
Approvals on page 435
n
Risk Calculation on page 446
n
Events, Alerts, and Messages on page 450
Change Management t 345
ServiceCenter
Relationship to Service Management
Service Management has relationship models that define different methods
that can be used to control the relationships between records inside
ServiceCenter. For more information, see Service Management Record
Relationship Models on page 46.
Glossary
The following table lists terms used in Change Management.
Term
Definition
Alerts
A series of checkpoints taken against a change or task to
ensure that required work activities occur within specified
time frames.
Approvals
A list of groups or operators who must acknowledge or accept
the risk, cost, and so on associated with the implementation
of a change or task. Once the approval requirements are set
up, approvals give controlling authorities the ability to stop
work and to control when certain work activities can proceed.
Approvers manually approve changes before tasks are
assigned.
Approval sequence Order in which approval requirements are made active. The
process first makes the lowest sequence numbers available for
approval activity. Once these are approved, the next highest
number is made available. Groups with the same sequence
number can approve in any order.
Category
Major logical classification of change requests and tasks. The
category determines the data to be collected for a particular
change or task. ServiceCenter includes a series of default
categories, or administrators can create new categories.
Changes
Changes are the records submitted seeking the change. The
change has a life cycle containing approvals, alerts, tasks,
phases, and closure. Changes are based on categories.
Change number
Unique ID assigned to a change when it is submitted.
Change owners
Required to give a technical approval for the phase to proceed.
346 uChapter 10—Change Management
Application Administration Guide
Term
Definition
Change sponsors
Required to authorize the change from the customer business
perspective. If a Change Sponsor does not have access to
ServiceCenter, Change Administrators (CAs) are responsible
for ensuring that authorization is obtained from the Change
Sponsor. CAs must approve the RFC on behalf of the Change
Sponsor on the ServiceCenter system.
Event
The occurrence of a specific detectable action or condition;
such as the opening of a change or task, an approval, an
update, and so on.
Group
One or more operators assigned to a common area of
responsibility. Typically, each group reflects a business or
technical area (or department).
Initiator
Person who starts the process of a Request for Change.
Phase
An administrative step within the change or task that is
needed to complete the work. A phase determines how forms
are viewed by the users, approval requirements, and the
intervals at which alerts are sent. Phases are sequential,
repeatable steps characteristic of a Change category. You can
approve or close a phase. When you take an action on a phase,
you can move to the next phase. When a task or Change has
no more phases, that task or Change can be closed.
Profile
The security record that defines which options and
authorities are available to the operator or group using the
profile.
Projected data
Data copied from fields in a model record to identically
named fields in the newly opened Request record (source).
Task
Work processes necessary to complete the change and related
to the Change. For example, the tasks involved in replacing a
hard drive with a larger model might include: ordering the
new drive, backing up the old drive, and installing the new
drive.
Tasks must belong to a Change. Task start and end dates, if
specified, must fall within the start and end dates of the parent
change. Tasks, themselves, can be broken into phases, if that
level of discrimination is necessary.
Tasks are classified by categories.
Task number
A unique ID assigned to a task.
Relationship to Service Management t 347
ServiceCenter
Components of Change
The Change process allows needed work to be accomplished. Improvements
and maintenance are initiated by requests made by users and managers
across the system. Requests are implemented in the following manner:
n
A technician creates a change record and assigns a change category to the
record. The category is a classification of the change requested (for
example, hardware).
n
ServiceCenter assigns a predefined change phase to the change, based on
the category the technician selected. The phase selected determines such
things as which forms are displayed, how the request is reviewed, and
which general system options are available during that phase.
n
If the initial change phase requires it, approvals must be given before that
phase can be closed.
n
Closed change phases automatically advance to the next phase in a
predetermined sequence, unless the change has only one phase.
n
If a change phase requires several steps to accomplish, it may be necessary
to create one or more tasks.
n
When you create a task, the system displays a prompt for a task category.
n
A predetermined task phase for the selected category is assigned to the task.
n
Closed task phases automatically advance to the next phase in a
predetermined sequence. All task phases must be closed before the change
request can be advanced to the next change phase.
Note: Although the functionality exists to create long sequences of task
phases, such detail is seldom needed to resolve a change project. It is
usually sufficient to resolve a change phase with a single task phase per
task.
Workflow
Change Management allows the user to request a change to software,
hardware, network connections, and facilities quickly and easily.
ServiceCenter leads you through the process by prompting you for required
information, and adding information through the Fill process. Figure 10-1
on page 350 shows a flowchart of the change process, using the example of
requesting a new hard drive for a server.
348 uChapter 10—Change Management
Application Administration Guide
Note: The workflow can be changed by modifying ServiceCenter scripts to
meet your business process flow.
To begin the change process, you submit a request for change. This is similar
to opening an incident ticket.
For example: You are responsible for supporting an application that runs on
a server. You discover the hard drive in your Application server is not large
enough to support expected growth.
To submit a change:
1 You open a change from Change Management. In submitting (opening) a
change, you are the requestor. In this example, you would request the larger
hard drive.
2 After you submit your change, approval groups are notified. In this example,
the change is sent to your manager.
3 Your manager reviews the change.
4 A decision is made on the change. Your manager either:
a Approves the change. The change process then moves to step 5.
b Denies the change. The change process then moves to step 9 to notify the
user who opened the change.
5 The process moves to the next change phase, which is notifying the personnel
who can implement the change. In this example, the IT department is notified
of the change.
6 In this phase, a task is created. In this example, the IT manager notifies the
appropriate technician of the change.
7 The actual work to complete the change becomes a task phase. The
technician installs the hard drive.
8 The technician closes the task phase.
9 You, as the requestor, are notified.
10 The change phase is closed.
Workflow t 349
ServiceCenter
Note: Instructions for opening and approving changes are provided later in
this chapter.
Requestor
opens a
change
1
Approval
Groups
notified
2
3
Is the change
approved?
4b
4a
Yes
No
MIS
Department
notified
5
Technician
notified
6
Hard drive
installed
7
Task closed
8
Requester
notified
9
Change
closed
10
End
Figure 10-1: Change Management Flow
350 uChapter 10—Change Management
Application Administration Guide
A denial does not necessarily mean the end of a change. Figure 10-2 shows
alternate flowchart of the change process.
To submit a change (alternate example):
1 You, as the requestor, submit a change.
2 After you submit a change, notifications are sent to the appropriate
personnel (approval groups) via e-mail, internal mail, or paging.
Notifications can be sent at any time during the approval process.
Change Management also sets an alert schedule. The ServiceCenter
administrator determines who receives change requests and when alerts are
issued.
3 Approval groups review the change request. A change request can be
reviewed after an approval is issued. Change Management contains a list of
authorized approvers.
Requester
opens a
change
1
Approval
Groups notified
2
3
No
Is the change
approved?
Yes
Notifications
sent (optional)
4
7
No
10
Disapproval
overridden
Yes
5
Change closed
Notifications
sent
Change closed
Notifications
sent
6
End
End
9
8
Change
updated
Change
performed
Yes
Defer change
No
Figure 10-2: Alternate Change Management Flow
Workflow t 351
ServiceCenter
If the change is Approved:
1 A notification can be sent to the personnel involved, for example, the
requestor and those implementing the change.
2 The change is performed and notifications are sent. This actual work to
complete the change can be broken down into tasks and phases. For more
information, see Change and Task Phases on page 384.
3 The change request is closed.
If the change is Denied:
1 The denial can be overridden, which takes the change back to step 5.
2 A decision is made whether or not to postpone (defer) the change.
3 If the change is not deferred, the change is closed and the requestor and other
appropriate personnel are notified.
4 If the change is deferred, the change request is updated and is automatically
resubmitted to the approval process at step 2.
Security and Access Control
Access procedures to Change Management functions are controlled in the
following order:
1 The user’s operator record is selected for capability words to determine
which, if any, of the functional areas within Change Management the user
can access.
2 If the user has the right capability word(s) to get into the Change
Management functional areas, the system searches for:
a The user’s Change Management Profile record, based on the User Role
selected in the user’s operator record.
b If the application profile record for the operator is blank, the system
checks the environment record to determine if the operator can use the
DEFAULT profile record for the specific Area. If no DEFAULT profile exists
for the specific Area, the system searches for the DEFAULT profile for All
Areas.
3 Once the user enters Change Management, capabilities are established using
either the User Role profile record or the DEFAULT profile record.
352 uChapter 10—Change Management
Application Administration Guide
4 Depending upon the conditions set up in the phase definition record, a user
might not be allowed to update a change or task, even if granted the general
capability to do so in the User Role profile record. Figure 10-3 shows the
order of execution.
System checks operator record for
capability words.
System determines the appropriate user
profile record for selection.
Capabilities are set up using the
profile record.
Phase definition conditions override
capabilities defined in the profile record.
Figure 10-3: Execution Order of Change Management Access Control
Capability Words
Before you can add a profile to a Change Management user, that user must
have an operator record. A user’s Change Management abilities are set in the
Execute Capabilities array of the operator record.
These capability words are used to set a user’s access:
n
SysAdmin — access to all user and administrative functions, as well as the
rest of ServiceCenter. Access to all CM (Change Management) modules
for administration and user functions is available regardless of the Change
or Task profile that is set in the user’s operator record.
n
CM3Admin — allows access to all CM (Change Management) modules
for administration and user functions regardless of the Change or Task
profile that is set in the user’s operator record. CM3Admin is not required
for SysAdmin.
Security and Access Control t 353
ServiceCenter
n
change request — allows access to Change Management changes.
n
change task — allows access to Change Management tasks.
Note: The CM profile only adjusts CM security access for users with
CM3Admin capability. SysAdmin and CM3Admin capabilities both
grant complete access to all ICM functionality.
The capability words control which options are available in the profile
record. The operator record overrides the profile record. If the user does not
have a capability word in the operator record, that option cannot be used,
even if the option is selected in the profile. For a complete list of capability
words, see the ServiceCenter System Administrator’s Guide.
Using Change Management
You can access Change Management for administrative purposes from the
Change Management section of the ServiceCenter home menu, or from the
Central Administration Utilities.
The Central Administration Utilities allow a system administrator to access
the operator’s record for user and contact information, application profile
privileges, and the Mandanten utility. This allows the administrator to
control and access several users or a group’s access from one central location,
rather than having to control access from within each module or utility.
To administer User Role Profiles from the Central Administration Utility, see
the System Administrator’s Guide.
354 uChapter 10—Change Management
Application Administration Guide
To modify the operator record of an existing user to provide Change
Management capability:
1 Select the Utilities tab in the ServiceCenter home menu shown in
Figure 10-4.
Figure 10-4: ServiceCenter home menu: Utilities tab
2 Click Administration. Figure 10-5 shows the The Administration menu.
Figure 10-5: Administration menu: Information/Security/Insight tab
3 Click Operators in the Security structure. A blank operator record appears.
Using Change Management t 355
ServiceCenter
4 Type the ServiceCenter Login name for the user operator record to be
modified.
5 Click Search to access the user’s operator record. Figure 10-6 shows the
Operator record.
Figure 10-6: Operator Record: General tab
For more information, see the System Administrator’s Guide.
6 Select the Startup tab. Add the desired Change Management capabilities to
the Execute Capabilities array.
7 Click Save or press F2. The status bar displays this message: User profile
record updated.
356 uChapter 10—Change Management
Application Administration Guide
Environment
Change Management contains an environment record that defines options
that affect functionality of the Change Management module for all Change
Management users. This configuration is accomplished in two Change
Management environment records, for Changes and Tasks. Each record has
the same options. Two records are needed, because user profiles are defined
as either change profiles or task profiles in the Area field. For more
information, see Security Profiles on page 358.
To set up the Change Management environment using the Central
Administration Utilities, see the System Administrator’s Guide.
To set up the Change Management environment:
1 Click Change Management in the ServiceCenter home menu.
The Change Management menu appears.
2 Select the Changes or Tasks tab.
3 Click Change Environment or Task Environment. Figure 10-7 shows the
Change Management application environment record.
Figure 10-7: Change Management Application Environment record
4 Select the fields representing the parameters you want to apply to your
Change Management system.
Using Change Management t 357
ServiceCenter
n
Allow Operator Access without Operator Profile Record? — permits
users without an Operator Profile for Change Management to access the
module using the DEFAULT profile.
n
Skip Inefficient Query Warning? — disables message, warning users that
a non-keyed query will be slow. Setting to true (selected) overrides the
setting in the Allow Inefficient Queries? option.
n
Allow Inefficient Queries? — allows the user to execute an incomplete or
partially-keyed query. This option is overridden when Skip Inefficient
Query Warning? set to true.
5 Click Save or press F2 to save any changes to the record.
The status bar displays this message: Environment record updated.
Security Profiles
Change Management security profiles define the abilities of Change
Management users. Multiple users can share one profile. A user can have
multiple profiles, for Tasks and Changes.
When a user accesses Change Management, ServiceCenter checks for the
profile found in the operator record for Change Management. First the
operator profile records are selected for that user and area, then the records
are selected.
Profile records can work in conjunction with Message Group Definition
records. For more information, see Message Group Definition Record on
page 366.
Note: When configuring a large system with many operators, you can add
multiple members to a group security type of profile based on the User
Role. This reduces the number of duplicate operator security profiles
necessary to fulfill the same function.
As a system administrator, you can add, modify, or delete profiles. For more
information, see the ServiceCenter System Administrator’s Guide.
358 uChapter 10—Change Management
Application Administration Guide
To access profile records:
1 Click Change Management in the ServiceCenter home menu. The Change
Management menu appears.
2 Select the Maintenance tab in the Change Management menu.
3 Click Profiles. Figure 10-8 shows a blank Security Profile form.
Figure 10-8: CM Security Profile form
4 Click Search to perform a true query and retrieve a list of all current profile
records. Figure 10-9 shows a QBE list of profile records.
Using Change Management t 359
ServiceCenter
Figure 10-9: CM Security Profile with a record list
5 Select a profile from the record list. The appropriate profile information
displays.
Header field
Change Management Profile fields are grouped in tabs to define the Change
Management user. Required fields are noted.
Field
Description
Oper/Group Name
(required)
Name of the user or group that is defined by this profile.
The Fill function can be used on this field, or you can enter
a new name.
360 uChapter 10—Change Management
Application Administration Guide
Basic tab
The following table describes fields on the Basic tab.
Field
Description
Profile Area
(required)
Area of Change Management that applies to the user:
Changes, Tasks or All.
Alerts
Allows the users to check the alert status for a change or task
record.
Calculate Risk
Enables the manual execution of risk calculation. If selected,
the Calculate Risk option displays in the Options menu of a
change request.
Close
Allows the user to close the currently opened task or change.
All tasks must be completed to close a change.
Change Category
Allows the user to change task or change categories while in
the update mode.
Change Phase
Allows the user to change the task’s or change’s phase while
in the update mode.
Copy and Open
Allows the user to copy information in the current change or
task record and open a new record containing the same
information. If the record has associated tasks, ServiceCenter
prompts you to copy the tasks with the change or task
record. If you choose to copy the tasks, ServiceCenter creates
a new task for each original task. The new record can then be
modified and added. For more information, see the
ServiceCenter User’s Guide.
Count Records
Allows the user to count the number of records in a QBE list.
Open
Allows a user to open a new change or change task.
Reopen
Allows a user to reopen a closed change or change task.
Expand Array
Allows the user to add a field to, or easily edit, an array. The
array appears in a separate window, allowing you to avoid
the need to scroll through the array to do your editing.
Fill
Allows the user to use ServiceCenter’s Fill function.
Find
Allows the user to use ServiceCenter’s Find function.
I/R Query
Allows the user to access ServiceCenter’s IR Expert
application and run a query against a specified file.
List Pages
Allows the user to access all the pages in a task or change
record.
Using Change Management t 361
ServiceCenter
Field
Description
Notify
Allows the user to access the mail.notify form, containing a
message window and the record. A user can attach a message
to the record and send the record to someone else via
standard e-mail, SCmail, or fax. Using ServiceCenter for
e-mail, faxing, and paging is discussed in the Event Services
documentation.
Save
Allows the user to save updates to a task or change record.
(closed) Save
Allows the user to save updates in a closed record.
Review
Allows a user to review change tasks or changes.
Search Duplicates
Allows the user to query the Change Management database
for duplicate changes. If you place your cursor in the field of
a record and select Search Duplicates, a QBE list of records
displays that contains the same values as the field in which
the cursor was placed. When a you access this option, a
message asks which change status should be searched:
n Active — currently open changes.
n Inactive — closed changes.
n Deferred — changes that have been deferred.
n All — search all changes in the database.
Show Parent
Allows the user to locate the parent change for a task.
Tasks
Allows the user to access the Task functionality of Change
Management.
Validity Lookup
Allows the user to check a selected field against the
ServiceCenter validity tables.
Views
Allows the user to access the Views function in the task and
change records.
Change Manage
Format
Name of the form you want to open as the default change
queue form.
Task Manage
Format
Name of the form you want displayed as the default task
queue form.
Initial Change Inbox Inbox (records) that display initially in the change queue.
Initial Task Inbox
Inbox (records) that will display initially in the task queue.
Approval Groups
Members of the approval groups have approval authority.
Members in this group should be added to each Message
group's Approvers array, so they can receive notification
when requests are awaiting their approval.
362 uChapter 10—Change Management
Application Administration Guide
Field
Description
Review Groups
Members of the review groups are the personnel who can
examine the tasks and phases of a change, but do not have
approval authority. Members in this group should be added
to each Message group's Reviewers array, so they can receive
notification when requests are awaiting their review as part
of the approval process.
Manager Group
Members of the manager group are a necessary part of the
process to manage the requests for change for a user or a
group of users.
Approval/Print tab
Figure 10-10 shows the Approval/Print tab.
Figure 10-10: Security Profile record: Approval/Print tab
Approval Options
The following table describes options on the Approval/Print tab.
Option
Description
Approvals
Allows the user to approve tasks or changes.
Mass Approve
Allows the user to approve all current tasks or changes in that
user’s approval queue. If this check box is selected, the Mass
Approve option displays in the List Options menu of tasks and
changes.
Override
Allows you the approval authority to override a prior approval
action, whether approved, denied, or retracted.
Using Change Management t 363
ServiceCenter
Print Options
The following table describes options on the Approval/Print tab.
Option
Description
Print
Allows this profile to print individual change requests. If this
check box is selected, Print displays in the Options menu of a
change request.
Print List
Allows this profile to print a Change Management QBE list. If this
check box is selected, Print List displays in the List Options menu
of a change request record list.
Query tab
Figure 10-11 shows the Query tab.
Figure 10-11: Security Profile Record: Query tab
Query Options
Note: The Active, All, Deferred, and Inactive options define what type of
changes and/or tasks a user can look up. At least one of these options
must be checked, or the profile record cannot be saved.
Option
Description
Active
Allows users of this profile to query for active task and change
records.
Expert Search
Allows users of this profile to run an advanced search, where the
query parameters can be modified. If this is selected, Expert
Search displays in the Options menu of the Change
Management search forms.
364 uChapter 10—Change Management
Application Administration Guide
Option
Description
All
Allows users of this profile to query all task and change records.
Clear
Allows users of this profile to remove data from all fields in a
form.
Deferred
Allows users of this profile to query for deferred tasks and
changes.
Inactive
Allows users of this profile to query for inactive tasks and
changes.
Inefficient Query Allows users of this profile to run an incomplete (inefficient)
query. This setting is overridden when Skip Warning set to true.
Mod Time Limit Allows users of this profile to modify a query’s time limit.
Restore
Allows you to return the fields in the form to the previous
values. Only available in the initial form where you enter data.
Skip Warning
Sets ServiceCenter to avoid inefficient query warnings in
Change Management for users of this profile. Setting to true
(selected) overrides the setting in Inefficient Query.
Append Query
Expression that the system will append to all queries executed by
users of this profile.
Time Limit
Sets the amount of time a query runs for this profile before a
message that no matching records were found appears.
Initial Format
Sets the form used for the query (search) form used when this
profile is in effect.
QBE Format
Sets the form (format) used for this profile to display a QBE list.
Category tab
Figure 10-12 shows the Category tab.
Figure 10-12: Security Profile Record: Category tab
Using Change Management t 365
ServiceCenter
The following table describes restrictions that you can set on the Category
tab.
Restriction
Description
Default Change
Category
This field only displays if the profile area is “c” or “a.” Sets
the default Change Management Request category for the
user(s) defined in this profile.
Default Task Category This field only displays if the profile area is “t” or “a.” Sets
the default Change Management Task category for the
user(s) defined in this profile.
Allowed Categories
Names the categories that can be used in a change request.
The records of categories are displayed in this list and are
the only category records that can be opened to users of
this profile.
Note: You can still view other categories.
Statements
Allows you to enter statements to further restrict this
profile’s capabilities.
Message Group Definition Record
ServiceCenter Change Management uses Message groups to identify the
members of a work group, also known as a Message group. Message groups
include two kinds of members:
n
Members who receive work messages sent to the group. Typically these
include event and alert messages. For example, notifying members of the
progress of requests and tasks that their group is responsible for managing
or working. Members automatically act as reviewers.
n
Approvers are group members authorized to approve requests for this
group. They typically receive notifications when a request is awaiting their
approval.
Approvers are not automatically reviewers. If any approvers need to
receive ALL of the group's notifications, whether related to work activities
or to approvals, you should add them to both this group's Members and
Approvers lists.
The Message group definition record stores the individual login IDs of the
group’s members and approvers who will receive notification and messages
during a change project.
366 uChapter 10—Change Management
Application Administration Guide
To create a Message group definition record:
1 Select the Maintenance tab in the Change Management menu.
2 Click Groups. A blank Groups Definition form appears.
3 Do one of the following:
n
You can create a new message group.
n
Click Search to perform a true query and retrieve a list of all the message
group records. Select a record to copy. If you copy an existing record, be
sure to Add the new record to create it, rather than edit the existing
selected record. Figure 10-13 shows a QBE list of records.
Figure 10-13: Messaging Rights for Members (Reviewers) and Approvers
Using Change Management t 367
ServiceCenter
4 Populate the fields with the following values.
Field
Description
Group Name Name of the group, usually indicative of the department to which
(required)
it refers. This name must be unique with each Area.
Area
Change Management functions available to this group. Valid values
are: Changes, Tasks, and All.
Description
Description of the group.
Manager
The name of the person who will be managing the group.
Calendar
Shift calendar defining the working hours of this group. This value
is used in alerts processing.
Company
Company the group belongs to.
Members
Login IDs of the group members who will receive alert and event
messages for this group and messages sent to this group’s reviewers.
Members are added to this list through the profile record. Select
Options > Rebuild Group to update this Members list to include
any profile record group additions or changes made in the profile
record.
Approvers
Login IDs of this group’s authorized approvers who will receive
messages sent to this group’s approvers. Approvers are added to
this list through the profile record. Select Options > Rebuild Group
to update this Approvers list to include any profile record group
additions or changes made in the profile record.
5 Click Add to add the new record to the file. The status bar displays this
message: cm3groups record added.
368 uChapter 10—Change Management
Application Administration Guide
Options Menu — Blank Record
The options menus for all blank Message group definition records located in
the Maintenance tab of the Change Management menu contain the same
options.
Option
Description
Clear
Clears the data entered in the form.
Restore
Returns the fields in the form to the previous values. Only
available in the initial form where you enter data.
Advanced Search Displays a list of possible search parameters. If a partial or
non-keyed query is entered, a time limit window appears to
allow you to set a time limit for a query. This time is entered in
the hh:mm:ss format.
IR Query
Accesses ServiceCenter’s IR Expert application.
Export/Unload
Allows you to export this record into a file for importing into a
spreadsheet, or unload this data set for loading into another
ServiceCenter system.
Validity Lookup Checks the data in the current field against the ServiceCenter
validity table for that field.
Reset
Deletes all records in the current file.
Warning: Do not use the Reset option unless you want to
rebuild all the records in the current file.
Regen
Regenerates the indices for the current file.
Open Inbox
Allows the user to select a predefined query (inbox) to search
the file.
Expand Array
Allows you to add a field to an array. A separate window appears
to allow you to enter data.
Using Change Management t 369
ServiceCenter
Options Menu — Active Record
The options menus for active Message group definition records located in the
Maintenance tab of the Change Management menu contains the following
option.
Option
Description
Rebuild Group Updates the Message Group definitions to match the Members
(reviewers) and Approver Groups data from all Change
Management profile definitions (cm3profiles). This option
displays for Message groups only.
n For any profile that includes this Message Group in the
Member (reviewer) Groups array, it adds the operator or group
name to the Message Group's Members (reviewers) array.
n For any profile that includes this Message Group in the
Approval Groups array, it adds the operator or group name to
the Message Group's Approvers array.
Managing Categories and Phases
Categories are used to classify changes and tasks. Categories are also used to
define the phases of a change. These phases are defined within the category.
The phase determines which form is used with a record, along with behaviors
such as approvals, edits, and so on. As a ServiceCenter administrator, you can
utilize the default categories shipped with the product, or create new
categories to match your enterprise.
Changes and tasks each have their own categories. A category must have at
least one phase. A phase is a step in the life-cycle of a task or change. A task is
the work necessary to complete a change phase.
See Figure 10-17 on page 375 for a description of how categories and phases
operate in Change Management. Notice that you cannot create
Change Phase 2 until you close all tasks in Change Phase 1.
When you open a new change for the first time in a session, ServiceCenter
asks you for the Change profile you want to use for this change session. You
are then prompted to select a change category.
370 uChapter 10—Change Management
Application Administration Guide
Within each change category, a change phase or group of phases is defined.
The change phases can be broken down into tasks. A change phase can have
one task, multiple tasks or no tasks. These tasks are defined by their
respective categories. Each task category can have a phase or a group of
phases.
Each change and task category and phase has a definition record. The rest of
this section describes how to access, create, change, delete, and use category
and phase definitions. Changes and tasks have nearly identical category and
phase definition records. A few differences do exist, however, so this guide
discusses each one separately.
Change Categories
Whenever you attempt to open a new change, Change Management asks you
for a category. The form displayed is dependent upon which category you
select. For more information, see the ServiceCenter User’s Guide.
Category
Description
Application
Manages production application changes.
HW Server
Manages HW Server changes.
Hardware
Manages Hardware changes.
MAC
Manages general Moves, Adds and Changes.
RFC
Request for Change.
RFC - Advanced Manages the operational risks and costs of system wide changes,
such as moving personnel, assets, and systems of a single
business unit or multiple business units.
Security
Manages changes in Security profiles and user accounts.
Managing Categories and Phases t 371
ServiceCenter
Figure 10-14 shows Change Category records.
Document
Design
Task Category
Task Phase1
Prototype
Task Phase 2
Analysis
Software
Change
Phase 1
Task Category
Connectivity
MAC
Task Category
Change Category
Software
Task Phase
Connectivity
Task Phase
Software
Software
Task Category
Task Phase
Approval
Change
Phase 2
Security
Security
Testing
Task Category
Task Phase
Change
Phase 3
Implementation
Connectivity
Change
Phase 4
Task Category
Connectivity
Task Phase
Figure 10-14: Change Category records
To access the change category records:
1 Click Change Management in the ServiceCenter home menu.
The Change Management menu appears.
2 Click Change Categories. A blank change category record appears.
372 uChapter 10—Change Management
Application Administration Guide
3 Click Search or press Enter to perform a true query and retrieve a list of all
current change category records. Figure 10-15 shows a QBE list of all change
categories in the system.
Figure 10-15: QBE List of Change Categories
4 Double-click a category in the list. Figure 10-16 shows the selected record.
Figure 10-16: Change Category record
Managing Categories and Phases t 373
ServiceCenter
Change Category Record Fields
The following table describes fields in the Change Category record.
Field
Description
Category Name
Unique name assigned to the category record.
Category Description
Brief description of this category.
Company
Indicates that a category can be used by the company
entered. One help desk may be used for multiple
companies. Indicate which company uses a category with
this option. (This option can be set up to be used with
Format Control or validity to enforce the use of a category
by only certain companies.)
Availability
Conditional field specifying if a user is allowed access to
this category. This field can be set to true or false or a
condition the user must meet to have access. Users with
SysAdmin or CM3Admin capabilities will have access to
the category regardless of the condition specified in this
field.
Assign Number?
Indicates when Change Management assigns a unique ID
to a change. Selecting the box for this field (a true setting)
indicates the unique ID is assigned before the change is
opened. Default is false, if NULL.
Note: When modifying the RFC - Advanced category,
this field must be checked (true), so that a number is
immediately assigned to a change. If this field is left
unchecked (false), the change will not open.
Change Phases
Lists the phases through which this change must go. For
more information, see Change and Task Phases on
page 384.
Task Categories
Whenever you attempt to open a new change task, a message asks you to
select a category. The change task form displayed is dependent on which
category you select.
374 uChapter 10—Change Management
Application Administration Guide
Figure 10-17 shows Change Category tasks.
Document
Design
Task Category
Task Phase1
Prototype
Task Phase 2
Analysis
Software
Change
Phase 1
Task Category
Connectivity
MAC
Task Category
Change Category
Software
Task Phase
Connectivity
Task Phase
Software
Software
Task Category
Task Phase
Approval
Change
Phase 2
Security
Security
Testing
Task Category
Task Phase
Change
Phase 3
Implementation
Connectivity
Change
Phase 4
Task Category
Connectivity
Task Phase
Figure 10-17: Change Category tasks
Managing Categories and Phases t 375
ServiceCenter
To access the task category records:
1 Click Change Management in the ServiceCenter home menu.
The Change Management menu appears.
2 Select the Tasks tab.
3 Click Task Categories. A blank task category record appears.
4 Click Search or press Enter to perform a true query and retrieve a list of all
current task category records. Figure 10-18 shows a QBE list of task
categories.
Figure 10-18: Task Categories in the Base ServiceCenter System
376 uChapter 10—Change Management
Application Administration Guide
5 Double-click a category from the list to select it. Figure 10-19 shows a task
category record.
Figure 10-19: Task Category Record
The following table describes the fields on the Task Category record.
Field
Description
Company
Indicates which company uses a category with this option.
(This option can be set up to be used with Format Control
or validity to enforce the use of a category by only certain
companies.)
Category Name
Unique name assigned to the category record.
Category Description
Brief description of this category.
Availability
Conditional field specifying if a user is allowed access to
this category. This field can be set to true or false or a
condition evaluating to true.
Managing Categories and Phases t 377
ServiceCenter
Field
Description
Assign Number?
Indicates when Change Management assigns a unique ID
to a task. Checking the box for this field (a true setting)
indicates the unique ID is assigned before the task is
opened.
Note: When modifying the RFC - Advanced category, this
field must be checked (true), so that a number is
immediately assigned to a task. If this field is left
unchecked (false), the task will not open.
Task Phases
Lists the phases through which this task must go. Phases
are discussed later in this section.
Available Change
Phases
Lists the change phases that can access this task.
Remember: change phases contain tasks.
Creating a Category
As a ServiceCenter administrator, you may need to create new change or task
categories to customize the system for your enterprise. These records can be
created by either copying and modifying an existing record, or by creating a
new record from scratch. ServiceCenter is shipped with a series of task
category records you can use or modify. The simplest way to create a new
change or task category is to copy an existing record.
To create a new category from an existing record:
1 Click Change Categories or Task Categories in the respective Changes or
Tasks tab in the Change Management menu.
A blank category record appears.
2 Click Search to perform a true query and retrieve a list of all current category
records. A QBE list of existing categories appears. See the sample change and
task category lists shown in Figure 10-15 on page 373 and Figure 10-18 on
page 376.
3 Double-click a category record you want to copy in the QBE list.
4 Replace the name in the Category Name field with the name of your new
category.
5 Modify any fields that need to be changed for the new category and list the
appropriate phases. You may select existing phases from the drop-down lists,
or enter new phases you want to create for the new category. At least one
phase must be entered in the Phases array to create a category.
378 uChapter 10—Change Management
Application Administration Guide
6 Click Add or press F1 to create the new category record.
n
If all the phases listed have a record, the status bar displays this message:
Creation of Change Category new name is complete.
n
If the phase you have listed does not exist, the system prompts you to
create a new phase record.
7 Click Yes to open a new phase record for the phase you have listed. For more
information, see Creating a Phase on page 400.
8 Click OK when you have finished editing the fields of the phase record. The
status bar displays this message: Phase name Phase Definition added.
9 Click Continue to return to the category record. The status bar displays this
message: Creation of Change/Task Category category name is complete.
Creating Related Records
The creation of a new change or task category also involves the creation of a
number of other ServiceCenter elements. Some or all of the following
additions may be necessary for your category to function fully:
Build a New Form
If you create a new category, you can build forms to reflect the different data
requirements of the new category. These forms are related to the phases of
the category. For detailed instructions on building forms refer to System
Tailoring Guide, Volume 1.
Important: The primary form used to view and modify any change or task is
in the phase definition record, found in Scripts/Views tab, View
window, Default field.
Add New Fields to the Database Dictionary
Any new fields you have created in any subform or new tabbed category
forms must be added to the database dictionary. Since data files for Change
Management are made up of structures, new fields must be added to the
correct structure. For detailed instructions on editing the Database
Dictionary, refer to the System Tailoring Guide, Volume 1.
Important: Add new category-specific data fields to the middle structure of
the dbdict.
Managing Categories and Phases t 379
ServiceCenter
Create Necessary Link Records
Link records bring related data from a supporting file into your change or
task record. The name of the link record should match the name of the
category-specific or phase-specific form you built. Add any field from your
new form to the link record if you want that field to display linked data. For
detailed instructions on creating link records, see System Tailoring Guide,
Volume 2.
Create Necessary Format Control
Format Control is used to control either the presentation of the data on the
form or how the data is stored in the file. For detailed instructions on creating
Format Control records, refer to System Tailoring Guide, Volume 1.
Format Control in Change Management is applied differently than in other
modules in ServiceCenter. Change Management allows you to define the
following types of Format Control records:
n
Master: The master Format Control record allows you to define the
Format Control statements that apply to all change request phases. The
name of the master Format Control record for changes is cm3r (cm3t for
tasks). The options on this record are executed during all change and task
processing except for approval and background processing. The master
Format Control record is processed before the detail Format Control
record.
n
Detail: To enforce processing rules that are unique to a phase, define a
Format Control record that has the same name as the default view of that
phase.
Change Management processes master and detail Format Control as follows:
n
The add options are processed at open time by clicking Open.
n
The update options are processed at update time by clicking Update or
Reopen.
n
The delete options are processed at close time by clicking Close.
n
The display options are processed before a record appears.
The Format Control functions for a particular option (add, update, delete or
display) are executed after the process is invoked but before the record is
permanently updated. For example, the add options are executed after the
user clicks Open New Change in the Change Management menu but before
the user clicks Save to add the change to the database. The display options are
executed after a record has been selected from the QBE list but before the
record is actually displayed.
380 uChapter 10—Change Management
Application Administration Guide
You can execute both a master Format Control and a detail Format Control
for each change or task process. If any of the Format Control functions fail
for any reason, the user is always returned to the previously displayed screen
with the appropriate error messages.
Set up Approval/Member (Reviewer) Groups
Certain change and task phases require approvals before the process can
move ahead to the next phase. If they don’t already exist, you must create the
necessary approval and member groups for each phase named in your new
category. For detailed instructions on creating approval groups, refer to the
sections on Group profiles and Group definition records.
Define the Alerts
Associate any alert conditions with the phase definitions for the category you
have created. Event records determine who receives notification messages
about an alert condition.
Create Necessary Scripts
Create any scripts you want to execute during the change process. Scripts
defined for the Open, Close, Reopen, or Update process are executed prior to
starting the process. Script definitions are optional.
Note: Creating new categories in Change Management is considered an
advanced tailoring option.
Updating a Category Record
Follow these steps to update an existing category.
1 Click Categories in the Changes or Tasks tab in the Change Management
menu. A blank category record appears.
2 Access the existing category record you want to modify. Do one of the
following:
n
Enter the name of the category in the Category Name field and click
Search.
n
Leave all the fields blank and click Search to perform a true query and
retrieve a list of all current category records. Select the desired category
from the QBE list displayed.
3 Modify any fields that need to be changed for the category. If you modify or
add any phase names that are not already defined, a message prompts you to
create a new phase record.
Managing Categories and Phases t 381
ServiceCenter
4 Click Save or press F2 to update the category record. The status bar displays
this message: category name Category Definition updated.
Deleting a Category Record
To delete obsolete or unwanted category records:
1 Click Categories in the Changes or Tasks tab in the Change Management
menu.
A blank category record appears.
2 Access the existing category record you want to modify. Do one of the
following:
n
Enter the name of the category in the Category Name field and click
Search.
n
Leave all the fields blank and click Search to perform a true query and
retrieve a list of all current category records. Select the desired category
from the QBE list displayed.
3 Click Delete or press F4. Figure 10-20 shows new Delete buttons.
Figure 10-20: Delete Option Buttons
382 uChapter 10—Change Management
Application Administration Guide
4 Click Del Category or press F7 to delete the record. A delete form appears.
The name of the category to be deleted displays in the Category field at the
top of the form, as shown in Figure 10-21.
Figure 10-21: Category Delete form
Important: Ensure you know which elements of this category you want to
delete before proceeding. Clicking on the other delete options
deletes the associated records for the phases, forms, scripts, and
so on, for that category.
5 Click Delete or press F1. The system exits to the Category QBE form. The
status bar displays this message: All specified items have been deleted.
6 Click Back or press F3 to display a blank category record.
Managing Categories and Phases t 383
ServiceCenter
Printing a Category Record
To print a category record:
1 Click Categories in the Changes or Tasks tab in the Change Management
menu. A blank category record appears.
2 Access the existing category record you want to modify. Do one of the
following:
n
Enter the name of the category in the Category Name field and click
Search.
n
Leave all the fields blank and click Search to perform a true query and
retrieve a list of all current category records. Select the desired category
from the QBE list displayed.
3 Select Print from the Options menu. The status bar displays a message that
the category is scheduled to be printed and specifies the date and time of day
this will occur.
Change and Task Phases
If you are creating a new change or task category, you are required to enter at
least one phase. ServiceCenter is shipped with a series of predefined phases,
but you can also add new phases. If you enter a phase that does not exist,
ServiceCenter displays a message that asks you to create this phase. As
mentioned earlier in this chapter, a phase is an administrative step within the
change.
384 uChapter 10—Change Management
Application Administration Guide
Figure 10-22 shows the Change Phases.
Document
Design
Task Phase1
Task Category
Prototype
Task Phase 2
Analysis
Software
Change
Phase 1
Task Category
Software
Task Phase
Connectivity
MAC
Connectivity
Task Category
Change Category
Task Phase
Software
Software
Task Category
Task Phase
Testing
Change
Phase 2
Security
Security
Approval
Task Category
Task Phase
Change
Phase 3
Figure 10-22: Components of a Change — Phases
Change and Task Phases t 385
ServiceCenter
Accessing Phase Records
Existing change and task phase records are accessed with the same
procedures. You may access phase records from two points:
n
Phase in the Change Management menu
n
Category record. Use the Find Phase or Search Phase option.
Change Menu
The following example uses the procedure for accessing a change phase
record.
To open a phase record:
1 Click Change Management in the ServiceCenter home menu.
2 Select the Changes tab.
3 Click Change Phases. Figure 10-23 shows the blank change phase record.
Figure 10-23: Change Phase Record — Searching for an Existing Phase
386 uChapter 10—Change Management
Application Administration Guide
4 Do one of the following:
n
Enter a phase name in the Change Phase field and click Search or press
Enter.
n
Leave the fields blank and click Search to perform a true query and retrieve
a list of all current change phase records. Select a record to view and
modify by double-clicking on the selected record.
Category Record — Find Phase Option
To open a phase record from a category record with the Find Phase option:
1 Click Change Management in the ServiceCenter home menu.
2 Select the Changes tab.
3 Click Change Categories. A blank category record appears.
4 Do one of the following:
n
Enter a category name in the Category Name field and click Search or
press Enter.
n
Leave the fields blank and click Search to perform a true query and retrieve
a list of all current change category records.
Figure 10-24 shows a QBE list of existing change category records.
Figure 10-24: Selecting a Change category
5 Select a change category from the QBE list of records. Figure 10-25 on
page 388 shows the selected change category record.
Change and Task Phases t 387
ServiceCenter
Figure 10-25: Accessing Phases from the Category Record
6 Select a phase name in the Change Phases array of the category record.
7 Select Find Phase from the Options menu. Figure 10-26 shows the selected
phase record.
Figure 10-26: Existing Phase Record
388 uChapter 10—Change Management
Application Administration Guide
Category Record — Search Phase Option
Follow these steps to open a phase record from a category record with the
Search Phase option.
1 Click Change Management in the ServiceCenter home menu.
2 Select the Changes tab.
3 Click Change Categories.
A blank category record appears.
4 Do one of the following:
n
Enter a category name in the Category Name field and click Search or
press Enter.
n
Leave the fields blank and click Search to perform a true query and retrieve
a list of all current change category records.
A QBE list of existing change category records appears, as shown in
Figure 10-24 on page 387.
5 Select a change category record from the QBE list. The selected change
category record appears, as shown in Figure 10-25 on page 388.
6 Select Search Phase from the Options menu. Figure 10-27 shows a blank
change or task phase record.
Figure 10-27: Change category - searching for a Change phase
Change and Task Phases t 389
ServiceCenter
7 Do one of the following:
n
Enter a phase name in the Change Phase field and click Search or press
Enter.
n
Click Search or press Enter in the blank phase record form and select the
desired record from the QBE list displayed.
Phase Record Fields
Change and task phase records contain field names that are appropriate to
the function of the record (change or task). Like categories, there are some
differences between the change and task. Not all fields are required. The
required fields are noted in the following definitions. Figure 10-28 shows the
Definition tab.
Figure 10-28: Phase Record — Definition tab
390 uChapter 10—Change Management
Application Administration Guide
The following table describes the fields on the Definition tab.
Field
Description
Change/Task Phase
(required)
A unique name identifying the phase.
Description
Provides general information or comments about the
phase.
OperID (true) or Full
Name (false)
Logical field that indicates whether the operator’s user ID
(true) or the operator’s full name (false) is used to track
activity in this change phase.
Require a Start/End
Date?
Logical field that controls whether or not a change request
requires a start and end date. When selected (true),
requires a valid value in the Planned Start and Planned End
fields.
Definition tab
The Definition tab shown in Figure 10-28 on page 390 displays three areas
containing the following fields. The following table describes the fields in the
Risk area.
Field
Description
Maximum
Highest risk value allowed in this phase. The risk scale ranges
from 0 (no risk) to a user specified maximum (high risk).
Calculation
Logical field that indicates if the risk assessment is automatically
calculated when there is a change or update in this phase.
The following table describes the fields in the History area.
Field
Description
Pages
If selected (true), stores a copy of the entire record each time it
is updated.
Audit Records
If selected (true), calls the ServiceCenter auditing system.
Change and Task Phases t 391
ServiceCenter
The following table describes the fields in the Controls area.
Field
Description
Update
Logical field that defines the conditions under which a phase can be
updated.
Approval
Logical field that defines the conditions under which a phase can be
approved.
Close
Logical field that defines the conditions under which a phase can be
closed. For example, you can change this field to set up the close
control criteria. You can replace true with:
approval.status in $L.file="approved"
This statement requires this phase to be approved before it can be
closed, in order to move to the next phase or to close the change or
task if there are no more phases.
Note: The current file variable for a change is $L.file. The current
file variable for tasks is not $L.file (for this reason). However, in
the task definition records, the task variable is $L.file and its
parent change is $L.parent. $L.file is the variable commonly
used to reference records in the document engine.
Message
Logical field that indicates if messages are sent during the processes
of this phase, including open, update, close, approve, deny, retract,
and reopen.
Alerts/Open & Close Behavior tab
Figure 10-29 shows the Alerts tab.
Figure 10-29: Phase Definition Record — Alerts/Open & Close Behavior tab
392 uChapter 10—Change Management
Application Administration Guide
The following table describes the Alerts/Open & Close Behavior tab.
Field
Description
Alerts
Alerts and messages available for this phase. You can enter as many
alerts or messages as you need. For more information, see Events,
Alerts, and Messages on page 450.
The following table describes the fields in the Alert Controls area.
Field
Description
Reset
Logical field defining conditions under which alert processing is
reset (restarted) during an update.
Recalc
During an update, causes alert names defined in this phase to be
rechecked for appropriateness if this field evaluates to true.
Note: These options determine how to open this phase, if it follows other
phases in sequence.
The following table decribes the fields in the Open Behavior (When Not First
Phase) Area.
Field
Description
Prompt for Open
(allow deferral)
prompts user to open this next phase in a sequence of phases.
If the user does not open the subsequent phase, the phase is
put into a deferred status.
Open - prompt for automatically starts the next phase in a sequence of phases
update
and displays it in update mode.
(no deferral)
Open phase and
exit (no deferral)
automatically starts the next phase in a sequence and returns
the user to the previous window (for example, search window,
menu, and so on).
Change and Task Phases t 393
ServiceCenter
The following table describes the fields in the Close Behavior area.
Field
Description
Prompt for Close
(allow cancel)
When the user chooses to close a change or task, a record
with the close view format displays and allows the user to
cancel out of the close process.
Close - open next
phase or exit on last
phase (no cancel)
When the user chooses to close a change or task, there is no
close confirmation screen and the next phase is
automatically opened (if there is another phase). The user is
allowed to exit without canceling.
Approval/Review tab
The Approval/Review tab contains the approval fields for the phase record,
in which you can reset and recalculate approval definitions. Reviewer
requirements can also be configured for a phase, allowing you to define the
Reviewer list. Figure 10-30 shows the Approval/Review tab.
Figure 10-30: Phase Definition Record — Approval/Review tab
The following table describes the fields in the Approval Requirements area.
Field
Description
Approvals
A list of groups or operators who must acknowledge or
accept the risk, cost, and so on associated with the
implementation of a change request or task. Approvals give
controlling authorities the ability to stop work and to control
when certain work activities can proceed.
394 uChapter 10—Change Management
Application Administration Guide
Field
Description
Reset Approvals
Resets all approvals for this phase and reevaluates the
conditions on all possible Approval Definitions.
Recalc Approvals
Recalculates the Approval Definitions for all current
approvals.
For more information, see the ServiceCenter User’s Guide.
The following table describes the fields in the Reviewer Requirements area.
Field
Description
Group/Operator
Lists the individual or group profiles of those who will be
notified to review this phase. Both individual and group
names must match an existing Change Management profile
record (cm3profiles) with Review privileges. Reviewers receive
an optional, courtesy notification after a phase is approved.
Their review is for their own benefit only; they cannot deny an
approved request or task.
Condition
Sets the conditions under which a group or user will receive
review notification for a change or task phase. The condition
field is boolean. The reviewing requirement is added to the
phase when the expression in the field evaluates to true. The
condition is false by default.
Model/Tasks tab
The Model/Tasks tab in a change phase allows you to copy task, change, and
phase information from an existing change (model) into a new change.
Figure 10-31 shows the Model/Tasks tab.
Figure 10-31: Phase Definition Record — Model/Tasks tab
There are three structures in this tab containing the following fields:
Change and Task Phases t 395
ServiceCenter
You can designate an existing change record as a template used to pre-fill
specified fields whenever you open a new change request of this type. The
fields in this area identify the model change and fields to copy.
Field
Description
Number
Unique ID of the existing change record to use as a template.
Link
Link record to use when this change is copied. This record identifies
which fields to copy. When data is linked, you can move data from
one model field to a different change request field.
The following table describes the fields in the Link to User for Copy/Open
area.
Field
Description
Link
Link record to use to copy information into the current record. The
Copy/Open link is used to specify which fields are copied into the
current record when creating a new change with the copy/open
approach.
The following table describes the fields in the When Last Task is Closed area.
Field
Description
Change status to
Allows the status to be changed to the status entry indicated
when the last task has been closed. If this check box is selected,
indicate the new status. The Change status to option displays
in the Options menu of tasks and changes.
Close this phase
Allows the phase to be closed when the last task has been
closed. If this check box is selected, the Close this phase option
displays in the Options menu of tasks and changes.
396 uChapter 10—Change Management
Application Administration Guide
Auto Open Tasks tab
Figure 10-32 shows the Auto Open Tasks tab.
Figure 10-32: Phase Definition Record — Auto Open Tasks tab
The following table describes the fields in the Automatically Open Tasks
(Standard) area.
Field
Description
Category
The task category to be used.
Condition
Logical expression determining whether or not a task starts
automatically. When the phase is opened, the user is
presented with each task that evaluates to true. The
condition is false by default.
Background Open?
Logical field that determines whether or not the user is
prompted when opening a task. A value of false (blank)
enables you to open or cancel the task. A value of true starts
the task automatically. In both cases, a message appears.
Define those entries in an array field for which individual tasks should be
created. For example, your change form may contain an array called
Locations Affected in which several locations are entered. Use the controls in
the Auto Open Tasks tab to create a separate task for each of the locations
listed in the array.
Field
Description
Array Field in Source The array field in the change record. For every entry in this
Change
array, the system creates one task.
Task Category
Task category to be assigned to all tasks opened.
Change and Task Phases t 397
ServiceCenter
Field
Description
Scalar Field in Target Scalar field in the task record that is populated with the
Task
value from the Array Field in Source Change field for this
task. Continuing our example, you can populate the
location field with each new change task.
Open in Background? Logical field that determines if the tasks are automatically
opened in the background. If this field evaluates to false, the
user is presented with and has to save each task. The
background value is false by default.
Scripts/Views tab
Change Management allows you to select the ServiceCenter scripts that are
run at various phase milestones of a change or task. Scripting allows you to
alter the flow of a ServiceCenter process without changing the code in which
it was written. For more information, see the ServiceCenter System Tailoring
Guide. You must also name the forms used by the phase in the Views
structure.
Figure 10-33 shows the Scripts/View tab.
Figure 10-33: Phase Definition Record — Scripts/Views tab
The following table describes the fields in the Scripts area.
Field
Description
Open
A script you want executed when this phase change or task is
opened.
Update
A script you want executed when this phase change or task is
updated.
398 uChapter 10—Change Management
Application Administration Guide
Field
Description
Close
A script you want executed when this phase change or task is
closed.
Reopen
A script you want executed when this phase change or task is
reopened.
Condition
Logical statements that trigger the script when the statement
evaluates to true. You also can simply enter true in the field. The
condition is false by default.
For more information, see Tasks on page 425, Change Records on page 409,
and see the ServiceCenter User’s Guide.
The following table describes the fields in the Views area.
Field
Description
Default
Name of the form you want Change Management to display for
this phase as a default.
Close
Name of the form you want Change Management to display when
this phase is closed.
Print
Name of the form you want Change Management to use when
printing this phase record.
The Default and Approvals form names also identify the detail and approvals
Format Control records, respectively, used for this phase. For more
information, see Create Necessary Format Control on page 380.
Change and Task Phases t 399
ServiceCenter
Reports tab
The Reports tab defines the reports used when a change or task report is run
in this phase. Figure 10-34 shows the Reports tab.
Figure 10-34: Phase Definition Record — Reports tab
The following table describes the fields on the Reports tab.
Field
Description
Change Report
Select the report to be run during this phase definition.
Formats
Select the formats to be used when this report is run.
Creating a Phase
Phases are defined in a phase definition record. The COMPANY MASTER
record is the default phase record. This record allows you to define the
defaults that are used when a new phase is created.
To create a new phase using the COMPANY MASTER phase definition
record as a template:
1 Click Change Categories in the Change Management menu. A blank
Category record appears. This process works the same for change or task
categories.
2 Click Search to perform a true query and retrieve a list of all current change
category records. A QBE list of existing category records appears, as shown in
Figure 10-24 on page 387.
3 Select a category from the QBE list. Figure 10-35 on page 401 shows the
example using the RFC - Advanced change category.
400 uChapter 10—Change Management
Application Administration Guide
Figure 10-35: New Phase Added to a Category Record
4 Type the name of the new phase in the Change Phases array. If you are
adding an existing phase to the category, insert your cursor in the next blank
line and click the drop-down arrow. For this exercise, select the COMPANY
MASTER default record, as shown in Figure 10-36.
Figure 10-36: Selecting the COMPANY MASTER Change Phase
Change and Task Phases t 401
ServiceCenter
5 Position your cursor on the new phase, and select Find Phase from the
Options menu, as shown in Figure 10-37.
Figure 10-37: Finding a phase within the COMPANY MASTER category record
6 Click Find Phase to create a new phase definition record based on the
COMPANY MASTER default record, as shown in Figure 10-38.
Figure 10-38: New Phase Record Based on Default
402 uChapter 10—Change Management
Application Administration Guide
7 Enter a name for the new change phase in the Change Phase field.
8 Enter a description for the new phase in the Description field.
9 Click Add, to add the new phase definition record and to not change the
existing COMPANY MASTER definition record in error.
The status bar displays this message: phase name Phase Definition added.
Alternately, you can click Cancel to return to the category record.
For this exercise, create TESTING PHASE with a description of TESTING
NEW CHANGE PHASE RECORD.
10 Modify the fields in the other tabs to match the values you want for the new
phase. For more information, see Phase Record Fields on page 390.
11 Click OK to return to the category record shown in Figure 10-39.
Figure 10-39: Updating the category record with a new change phase definition
12 Insert your cursor in the COMPANY MASTER line in the Change Phases
array. Press Backspace to blank out this line, taking the COMPANY
MASTER change phase line out of the array.
13 Click OK to save the change to the RFC - Advanced category to include the
new change phase record you just created. The QBE list of change category
records list appears.
Change and Task Phases t 403
ServiceCenter
14 To make this change phase record available in the RFC - Advanced category
Change Phases array, log off ServiceCenter and then log back on to update
your global variables. Otherwise, the new change phase record is not
available to the RFC - Advanced category record until you do this.
15 Select Change Management from the ServiceCenter home menu.
16 Click Change Categories in the Change Management menu. A blank
category record appears.
17 Click Search to perform a true query and retrieve a list of all current change
category records. A QBE list of existing category records appears, as shown in
Figure 10-24 on page 387.
18 Double-click RFC - Advanced in the QBE list of category records.
19 Insert your cursor in the next blank line of the Change Phases array. Do one
of the following:
n
Enter the name of the new change phase record you just created
(TESTING PHASE) in the Change Phases array.
n
Click the drop-down list of the change phase records available to the RFC
- Advanced change category, as shown in Figure 10-40.
Figure 10-40: Selecting the new change phase record from the QBE list
20 Select the new TESTING PHASE change phase record to add it to your
Change Phases array.
404 uChapter 10—Change Management
Application Administration Guide
21 Click OK to update the RFC - Advanced category record. The TESTING
PHASE change phase record is now part of the RFC - Advanced category
record.
Validate the Phase
After you have created a new phase, you need to validate the phase to ensure
that all forms, or views, created for use with the new phase are properly
referenced.
To validate the new phase record, do one of the following:
n
Open the new change or task phase record you created and click Validate
Phase in the Options menu.
n
Open the category record for which the new change or task phase was
created and validate the category. When you choose to validate the
category, all the phases within the category are also validated.
For this example, we will validate the new TESTING PHASE change phase
record created in Creating a Phase on page 400.
To validate a new change phase record:
1 Click Change Phases in the Change Management menu. A blank change
phase record appears.
Change and Task Phases t 405
ServiceCenter
2 Click Search to perform a true query and retrieve a list of all current change
phase records. A QBE list of existing change phase records appears, as shown
in Figure 10-41.
Figure 10-41: Selecting a Change Phase record
3 Double-click TESTING PHASE in the QBE list of change phase records.
4 Select Validate Phase from the Options menu of the phase record. The status
bar displays this message: Validation of Phase phase name is complete. If you
have not created a new form for your phase, a message that the form does not
exist appears.
5 Click OK. A message asks if you want to create the missing form.
6 Click Yes to open a blank canvas in Forms Designer. For more information,
see the System Tailoring Guide, Volume 1.
Note: You can copy an existing form or copy and paste portions of existing
forms.
7 Click OK in Forms Designer when you have completed the form. The system
exits to the phase record you have created. The status bar displays this
message: Validation of Phase phase name is complete.
406 uChapter 10—Change Management
Application Administration Guide
Change and Task Phase Functionality
This section describes the common functionality between change and task
phases records. This functionality includes adding, updating, printing, and
deleting phase records. For more information, see Creating a Phase on
page 400, and Approvals on page 435.
To update a phase record:
1 Access an existing change or task phase record using one of the procedures
described in Accessing Phase Records on page 386.
2 Modify any fields you want to update.
3 Click Save or press F2 to update the phase record. The status bar displays this
message: phase name Phase Definition updated.
To print an existing phase record:
1 Access an existing change or task phase record using one of the procedures
described in Accessing Phase Records on page 386.
2 Select Print from the Options menu. The status bar displays this message:
Report CM3 Task Category Print scheduled to run at mm/dd/yy hh:mm:ss.
The default ServiceCenter server printer prints the record.
To delete an existing phase record:
1 Access an existing change or task phase record, using one of the procedures
described in Accessing Phase Records on page 386.
2 Click Delete or press F4. The system tray buttons are changed, and the record
switches to the browse (read only) mode.
Important: In order to delete a phase record, you must first remove its name
from each category phase list in which it displays.
Change and Task Phases t 407
ServiceCenter
Figure 10-42 shows the delete confirmation.
Edit
Mode
Browse
Mode
Figure 10-42: Deleting a Phase Record
3 Click Delete or press F4.
a If you have accessed the phase from a category record, the system exits to
that record. The status bar displays this message: phase name Phase
Definition deleted.
b If you have accessed the phase from clicking Phases in the Changes or
Tasks tab, the system exits to the QBE list of phases. The status bar displays
this message: phase name Phase Definition deleted.
408 uChapter 10—Change Management
Application Administration Guide
A change category confirmation form appears, listing the phase and the
phase’s associated category, formats, and scripts.
Warning: When deleting a category, any item listed in the deleted form is
deleted (that is, any formats or scripts).
Change Records
Refer to the User’s Guide to learn how to open a new change request.
Searching for an Existing Change
ServiceCenter is shipped with sample changes for you to use while you are
learning the system. You can access an existing change record from the
Change Management menu using the Search form or Change queue
Search Form
To search for a change record:
1 Click Change Management in the ServiceCenter home menu.
The Change Management menu appears.
2 Click Search Changes in the Change Management menu.
Change Records t 409
ServiceCenter
Figure 10-43 shows the Change Management search form.
Figure 10-43: Change Management Search Form
3 To search for a change record, do one of the following:
n
Perform a true query. Leave all the fields blank and click Search or press
Enter. A QBE list of all current change records appears.
n
Type search criteria in one or more of the fields in the Basic Search tab
shown in Figure 10-43. Click Search or press Enter. A QBE list of all
current change records that meet the selected criteria appears.
410 uChapter 10—Change Management
Application Administration Guide
n
Click the Advanced Search tab shown in Figure 10-44.The date and time
information is optional. Enter the After And Before dates and times the
change was opened or updated. The default format is mm/dd/yyyy
hh:mm:ss. If a time is not entered, the default is 00:00:00.
Figure 10-44: Advanced Search form
Note: The date and time format can be set in the System Wide Company
Record or in individual operator records. Therefore, the date and time
format you use may vary from the default described here.
Change Records t 411
ServiceCenter
IR Query
Figure 10-45 shows the IR Query form.
.
Figure 10-45: The IR Query tab
The following table describes the fields on the IR Query tab.
Field
Description
IR Search Text
Access ServiceCenter’s IR Expert application, an intelligent,
concept-based information retrieval engine that searches
the ServiceCenter database for similar or related
information, based on a simple, natural language query.
Enter a plain text query in the blank text box. ServiceCenter
adds the plain text to the search parameters.
Discovery Options
n
n
n
412 uChapter 10—Change Management
Complete Match — system searches for an absolute
match to the text you have typed.
Shallow — system uses narrow parameters and returns
fewer records than with a deep search.
Deep — systems performs a broad search. This is a good
option if a shallow search does not return the desired
records.
Application Administration Guide
Figure 10-46 shows a change record list that displays the first record.
Figure 10-46: Change Record in Edit Mode
Select a change record from the record list. The appropriate information
displays.
Change Records t 413
ServiceCenter
Change Queue
Searching for records with the change queue presents a list of changes by
inbox. For information about creating and using inboxes, refer to the User’s
Guide.
To search in the Change queue:
1 Click Change Queue in the Change Management menu. Figure 10-47 shows
a typical change inbox that lists all changes in the user's initial inbox. (By
default, this is: Changes assigned to the current user.)
Figure 10-47: Change Management Inbox
2 Click Switch Inbox if you want to search for changes using a different inbox.
3 You may select a change from this list by double-clicking on it or by clicking
Search to display a Change Management search form, as shown in
Figure 10-43 on page 410.
Figure 10-48 on page 415 shows the selected change record in edit mode.
414 uChapter 10—Change Management
Application Administration Guide
Figure 10-48: Change Record Selected from an Inbox
4 Click Save or OK to save any changes to the record and to return to the inbox.
5 Click Close to close this phase of the change if all processing and tasks for this
phase are complete. or click Cancel to return to the inbox without making
any changes.
Options Menu
The following is a list of items that are displayed in a change record options
menu. Menu items visible may change depending on the selection.
Change Records t 415
ServiceCenter
Menu Item
Description
Set Reminder
Displays a form that allows you to schedule a reminder
to yourself about some aspect of Change Management.
Schedule a reminder by the clock or when certain task
conditions exist using the following delivery methods:
n Pop-up
n Page
n Email
n SCMail
Print
Offers three print options:
n Print Change record
n Print all pages of this Change
n Print Change and associated Tasks
Audit History
Displays the Audit Log showing the audit history of the
current record, if audit history is in use.
Search Duplicates
Allows the user to query the Change Management
database for duplicate changes. If you place your cursor
in the field of a record and select Search Duplicates, a
QBE list of records displays that contains the same
values as the field in which the cursor was placed.
Validity Lookup
Validates the field in which the cursor is located.
Next Phase
Advances the phase of the current change record to the
next level.
Change Category
Presents a QBE list of available categories, and allows
the user to change the category of the current change
record.
Change Phase
Presents a QBE list of available phases, and allows the
user to select a different phase for the current change.
Alerts
Displays a list of alerts, if any exist for that change.
Approval >
Allows you to approve, deny, or retract a change.
Approve | Deny | Retract n Click Approve to approve a change.
n Click Deny to deny a change.
n Click Retract to remove a previously approved or
denied change.
List Pages
416 uChapter 10—Change Management
Lists all the pages associated with this change.
Application Administration Guide
Menu Item
Description
Calculate Risk
Performs risk calculations in validity records
previously set up for automatic calculation based on
values in the change or task. If selected, Calculate Risk
displays as either a change or task option, depending on
what area the profile covers.
Copy Record
Copies an existing change request for use as a template
and assigns a new change number. Use this option for
adding a closely related change.
Note: All copied changes are opened with the first
phase.
Affected SLAs
Displays a table listing the affected SLA, downtime for
that object (device), and the cost of the outage.
Related > Incidents >
View | Open | Associate
View incident tickets related to this change, open
incident tickets related to this change, or associate the
change to an existing incident ticket.
Related > Calls >
View | Associate
View call reports related to this change or associate the
change to an existing call report.
Related > Quotes >
View | Open | Associate
View request management quotes related to this
change, open request management quotes related to
this change, or associate this change to an existing
request management quote.
Related > Root Causes >
View | Open | Associate
View root cause tickets related to this change, open root
cause tickets related to this change, or associate this
change to an existing root cause ticket.
Find Solution
Accesses the ServiceCenter Knowledge Base and brings
up Hot News entries.
Notify
Allows the user to send a message (e-mail, fax,
ServiceCenter mail) to other users about the status of
the current change report.
Expand Array
Displays an array editing window for adding or deleting
items to an array.
Generate Maintenance
Option available for changes only. Allows you to
schedule the creation of changes, using the current
record as a template.
Refresh
Returns the record to its last saved state.
View IND Device
Allows you to view the IND device data, including the
device state, status, port information, and the device
address.
Change Records t 417
ServiceCenter
Updating an Existing Change
To update a change record:
1 Access the change record you want to update, using one of the methods
described in Searching for an Existing Change on page 409.
2 Modify the record as appropriate.
3 Save the updated record. Do one of the following:
n
Click Save or press F4 to save the record and leave it displayed.
n
Click OK or press F2 to save the record and return to the search form.
The status bar displays this message: Change unique ID Phase phase name
Updated by operator.
Closing a Change Phase
Before closing a change phase, all tasks must be closed. Depending on your
setup, approvals may also be necessary before closing a phase. The phase
record controls the close control criteria required for closure. This criteria
can vary between phases. For more information, see Creating a Phase on
page 400.
To close a change phase:
1 Access the change record, using one of the methods described in Searching for
an Existing Change on page 409.
2 Select View Opened Tasks from the Options menu.
Figure 10-29 on page 392 shows a task record form with a record list
containing all the tasks related to the change.
418 uChapter 10—Change Management
Application Administration Guide
Figure 10-49: QBE List of Open Tasks
3 Select a task from the record list. Click Close or press F5.
Change Records t 419
ServiceCenter
4 Figure 10-50 shows the task record with a closing prompt.
Figure 10-50: Closed Task Record
5 Complete all required inputs. If an Hours Worked field is required, enter the
time used to complete this task, in this format: ddd hh:mm:ss and so on.
Important: You must include the time format even if the task was completed
in whole days. For example, if a task was completed in exactly
three days, enter 3 00:00:00.
6 Enter any comments you might have in the Closing Comments field.
7 Click OK.
420 uChapter 10—Change Management
Application Administration Guide
The task is complete. The status bar displays this message: Task T## Phase
phase name Closed by login name, as shown in Figure 10-51.
Figure 10-51: Closed Task in Browse Mode
Note: If you are closing a single task, the system exits to the change record
shown in Figure 10-51. If you are closing a task in a task record list, the
system exits to the task record in browse mode.
8 Select the next task in the record list.
9 Repeat steps 3 to step 9 until all open tasks have been closed.
10 Click Close. The close form of the change record appears.
11 Complete all required inputs. If an Hours Worked field is required, enter the
time used to complete this task, in this format: ddd hh:mm:ss and so on.
Important: You must include the time format even if the task was completed
in whole days. For example, if a task was completed in exactly
three days, enter 3 00:00:00.
Change Records t 421
ServiceCenter
12 Enter any comments you might have in the Closing Comments field.
13 Click OK. The change phase closes and the system exits to the closed change
record in browse mode shown in Figure 10-52. The status bar displays this
message: Change C## Phase phase name closed by login name.
Figure 10-52: Closed Change in Browse Mode
Note: You need to take into consideration how the open behavior is set for
this phase and whether or not your change request involves more than
one phase. It is possible this operation will not close the entire change,
but only the current phase. If that is the case, the next phase is then
opened for your action.
422 uChapter 10—Change Management
Application Administration Guide
Reopening a Change Request
To reopen a change request:
1 Click Search Changes in the Changes tab of the Change Management menu.
A blank change search screen appears, as shown in Figure 10-43 on page 410.
2 Enter closed in the Status field of the Search form shown in Figure 10-53.
Figure 10-53: Search Form — Searching for Closed Changes
3 Click Search or press F6.
Change Records t 423
ServiceCenter
Figure 10-54 shows a QBE record list that shows all closed change reports in
the system.
Figure 10-54: Record List of Closed Change Requests
4 Select the record you want to display from the record list.
5 Click Reopen or press F5.
The record appears in a form with editable fields. Make the appropriate
changes to the record.
6 Click Save or press F4 to save changes to the reopened record.
The status bar displays this message: Change C## Phase phase name Updated
by login name.
Note: You can reopen a closed change immediately after closing the record
by clicking Reopen or pressing F5.
424 uChapter 10—Change Management
Application Administration Guide
Tasks
The appearance and function of the Tasks tab in the Change Management
menu is identical to that of the Changes tab with the exception that you are
viewing tasks instead of changes. The procedures for updating tasks are
similar to those described in Updating an Existing Change on page 418. For
more information, see the ServiceCenter User’s Guide.
Searching for an Existing Task
ServiceCenter is shipped with sample tasks for you to use while you are
learning the system. You can access an existing task record from the Change
Management menu in one of two way, the Search form or the Task queue.
Search Form
To search for an existing task:
1 Click Change Management in the ServiceCenter home menu.
2 Select the Tasks tab in the Change Management menu.
3 Click Search Tasks in the Change Management menu. The task search form
appears, as shown in Figure 10-55.
Figure 10-55: Task Search form
Tasks t 425
ServiceCenter
4 To search for a task record, do one of the following:
n
Perform a true query
n
Leave all the fields blank and click Search or press Enter. A QBE list of all
current change records appears.
n
Enter search criteria in one or more of the fields in the Basic Search tab
shown in Figure 10-55. Click Search or press Enter. A QBE list of all
current task records that meet the selected criteria appears.
Advanced Search
Figure 10-56 shows the Advanced Search form.
.
Figure 10-56: The Advanced Search form
Enter time frame criteria for your search in the fields provided and click
Search or press Enter.
The date and time information is optional. Enter the After And Before dates
and times the task was opened or updated. The default format is
mm/dd/yyyy hh:mm:ss. If a time is not entered, the default is 00:00:00.
n
Starting After And Before
n
Ending After And Before
n
Closed After And Before
n
Created After And Before
426 uChapter 10—Change Management
Application Administration Guide
Note: The date and time format can be set in the System Wide Company
Record or in individual operator records. Therefore, the date and time
format you use may vary from the default described here.
IR Query
Figure 10-57 shows the IR Query form.
Figure 10-57: The IR Query tab
The following table describes the fields on the IR Query tab.
Field
Description
IR Search Text
Access ServiceCenter’s IR Expert application, an intelligent,
concept-based information retrieval engine that searches the
ServiceCenter database for similar or related information,
based on a simple, natural language query. Enter a plain text
query in the blank text box. ServiceCenter adds the plain text
to the search parameters.
Discovery Options
n
n
n
Complete Match — system searches for an absolute match
to the text you have typed.
Shallow — system uses narrow parameters and returns
fewer records than with a deep search.
Deep — systems performs a broad search. This is a good
option if a shallow search does not return the desired
records.
Tasks t 427
ServiceCenter
Figure 10-58 shows a task record list that displays the first record.
Figure 10-58: Task Record in Edit Mode
1 Select a task record from the record list. The appropriate information
appears in the form.
Task Queue
Searching for records with the task queue presents a list of tasks by inbox. For
information about inboxes, refer to the User’s Guide.
To search with the task queue:
1 Click Task Queue in the Change Management menu. Figure 10-59 on
page 429 shows a task inbox that lists all the user’s assigned tasks.
428 uChapter 10—Change Management
Application Administration Guide
Figure 10-59: Task Inbox
2 Click Switch Inbox if you want to search for tasks assigned to a different
inbox.
3 You may select a task to open from this list or click Search to display the task
search form, as shown in Figure 10-55 on page 425.
Tasks t 429
ServiceCenter
Figure 10-60 shows the desired task record in edit mode.
Figure 10-60: Task Record Selected from an Inbox
4 Click Save to save any changes to the record.
5 Click Close to close the task.
6 Click OK to return to the inbox.
430 uChapter 10—Change Management
Application Administration Guide
Options Menu
The following is a list of items that can display in a task record Options menu.
The items visible may change.
Field
Description
Set Reminder
Displays a form that allows you to schedule a reminder to
yourself about some aspect of Change Management. You may
schedule a reminder by the clock or when certain task conditions
exist using the following delivery methods:
n Pop-up
n Page
n Email
n SCMail
Print
Offers two print options:
n Print task record
n Print all pages of this task
Audit History
Displays the Audit Log showing the audit history of the current
record.
Search
Duplicates
Allows the user to query the Change Management database for
duplicate changes. If you place your cursor in the field of a record
and select Search Duplicates, a QBE list of records displays that
contains the same values as the field in which the cursor was
placed.
Validity Lookup Validates the field in which the cursor is located.
Show Parent
Change
Displays the change record to which the current task is attached.
Change
Category
Presents a QBE list of available categories, and allows the user to
change the category of the current change report.
Change Phase
Presents a QBE list of available phases, and allows the user to
select a different phase for the current change.
Alerts
Displays alert control button in the system tray, allowing the user
to schedule alerts and switch the function off or on.
Next Phase
Advances to the next task phase without closing the current
phase.
List Pages
Allows the user to access all the pages in a task record.
Tasks t 431
ServiceCenter
Field
Description
Calculate Risk
If you have previously set up validity records so that risk is
automatically calculated based on values in the task, this option
performs the calculation at that time. If selected, Calculate Risk
displays as either a change or task option, depending on what
area the profile covers.
Copy Record
Copies an existing task record for use as a template and assigns a
new task unique ID. Use this option for adding a closely related
task.
Affected SLA
Displays a table listing the affected SLA, downtime for that object
(device), and the cost of the outage.
I/R Query
Provides access to the I/R Query feature.
Expand Array
Displays an array editing window for adding, or deleting items to
an array.
Notify
Allows the user to send a message (e-mail, fax, ServiceCenter
mail) to other users about the status of the current task report.
Refresh
Returns the record to its last saved state.
Figure 10-61 shows the form where you can set a reminder.
Figure 10-61: Set Reminder Form in a Task Record
432 uChapter 10—Change Management
Application Administration Guide
Updating an Existing Task
To update a task:
1 Access the task record you want to update using one of the methods
described in Searching for an Existing Task on page 425.
2 Modify the record as appropriate.
3 To save the updated record, do one of the following:
n
Click Save or press F4 to save the record and leave it displayed.
n
Click OK or press F2 to save the record and return to the QBE list or the
search form.
The status bar displays this message: Task unique ID Phase phase name
Updated by operator.
Closing a Task Phase
To close a task:
1 Access the task record you want to close, using one of the methods described
in Searching for an Existing Task on page 425.
2 Click Close or press F5.
The record displays in a form with a Close Info structure.
3 Complete all required inputs. If an Hours Worked field is required, enter the
time used to complete this task, in this format: ddd hh:mm:ss and so on.
Important: You must include the time format even if the task was completed
in whole days. For example, if a task was completed in exactly
three days, enter 3 00:00:00.
4 Enter any comments you might have in the Closing Comments field.
5 Click OK or press F2 to close the task.
The task record appears in browse mode. The status bar displays this
message: Task task unique ID Phase phase name Closed by operator name.
Tasks t 433
ServiceCenter
Reopening a Task
To reopen a task:
1 Click Search Tasks in the Tasks tab of the Change Management menu.
A blank task search screen appears.
2 Enter closed in the Status field.
3 Click Search or press F6. Figure 10-62 shows a task record that displays a
record list of all closed tasks.
Figure 10-62: Closed Task in Browse Mode
4 Select the record you want to display from the record list. The appropriate
task information displays in the form.
5 Click Reopen or press F5. The record appears in a form with editable fields.
6 Click Save or press F4 to save changes to the reopened record. The status bar
displays this message: Task T## Phase phase name Updated by login name.
Note: You can reopen a closed task immediately after closing the record by
clicking Reopen or pressing F5.
434 uChapter 10—Change Management
Application Administration Guide
Approvals
If you are making a change and the change needs an approval, the change
may be submitted to one or more approval groups, which can consist of one
or multiple ServiceCenter users.
Approvals are defined as a list of groups or operators who must acknowledge
or accept the risk, cost, and so on associated with the implementation of a
change request or task. Once the approval requirements are set up, approvals
give controlling authorities the ability to stop work and to control when
certain work activities can proceed. Approvers manually approve changes
before tasks are assigned.
An approval sequence is an order in which approval requirements are made
active. The process first makes the lowest sequence numbers available for
approval activity. Once these are approved, the next highest number is made
available. Groups with the same sequence number can approve in any order.
Approval groups are defined in the operator record, based on the User Role.
For more information, see Security Profiles on page 358.
As an approver, you can also be part of a change message group. A change
message group member list consists of reviewers and approvers. If you are an
approver for a change message group, your task is to accept or deny the
changes your group must approve. For more information, see Approving
Changes and Tasks on page 439.
Approval Sequence
Phases have an approval status of approved, denied, or pending. Individual
approval requirements within a phase have a status of approved, denied,
pending, or future. Pending approvals are awaiting action. Future approvals
will be acted on following action on the pending approvals. Approval groups
are placed in sequences in the order that their approval is required. If groups
have the same sequence number, their approvals can be made independent
of each other.
When a pending phase is approved, its status becomes approved. The next set
of future approvals become pending, and subsequent approvals remain in
the future status.
Approvals t 435
ServiceCenter
Figure 10-63 shows four approval groups are in three sequences. Box 1 shows
Group A in a pending status; groups B, C and D are in future status. Group A
approves the phase and moves to the approved status. In Box 2, the sequence
2 groups, B and C, move to a pending status. The sequence 3 group, D,
remains in the future approval status.
Approved
Pending
Future
Group A
1 Sequence
Group B
2 Sequence
Group C
2 Sequence
When Group
A
Approves a
Phase.
Approved
Pending
Future
Group A
1 Sequence
Group B
2 Sequence
Group D
3 Sequence
Group C
2 Sequence
Group D
3 Sequence
Box 1
Box 2
Figure 10-63: Approval Sequence
Approvals tab
To view the Approvals tab in an existing change or task:
1 Open an existing change or task record. For more information, see Updating
an Existing Change on page 418 and Updating an Existing Task on page 433.
Note: Some changes and tasks in the standard system do not have Approval
tabs.
436 uChapter 10—Change Management
Application Administration Guide
2 Select the Approvals tab in the record to check the approvals history for the
change, as shown in Figure 10-64.
Figure 10-64: Approvals tab
The Approvals tab has three sub-tabs, which include approval and review
history for the approvals listed for the change or task being viewed:
n
Current Approvals
n
Approval Log
n
Pending Reviews
Current Approvals subtab
Current approvals for this change or task phase appear on this tab, shown in
Figure 10-64.
Field
Description
Approval Type
The authorization type needed for this change or task. Click
on Approval Type for each approval and see:
n Who requested the change
n What the currently pending approvals and future approvals
are
n Completed approval actions
n Added comments
Approval Status
Approval status for each approval type:
n Pending
n Approved
n Denied
n Retracted
Approved
Number of approved changes or tasks.
Approvals t 437
ServiceCenter
Field
Description
Denied
Number of denied approvals.
Pending
Number of pending approvals.
Approval Log subtab
Listed in this tab is the approval history for this change or task phase.
Figure 10-65 shows the Approval Log tab.
Figure 10-65: Approval Log tab
The following table describes the fields on the Approval log subtab.
Field
Description
Action
Action taken for this change or task phase.
Approver/Operator
Approval group or individual approver who took approval
action on this change or task phase.
By
Member of approval group that took approval action on
this change or task phase.
Date/Time
Date and time of the approval action.
Phase
Current phase of this change or task.
438 uChapter 10—Change Management
Application Administration Guide
Pending Reviews subtab
Reviewers member list that reviewed the pending approval for this change or
task. Figure 10-66 shows the Pending Reviews Subtab.
Figure 10-66: Approving Changes and Tasks
If you are an authorized approver for any approval groups, the group names
(for example, CHGCOMM, CUS) are displayed in your Security Profile. For
more information, see Security Profiles on page 358. You may approve all
changes and tasks assigned to your approval groups.
The process for approving a change is the same as for approving a task. You
may access the Approval options in any of three locations:
n
Change/Task Queue
n
Change/Task Search Form
n
Options menu in an existing change or task
For a full description of approvals, approvers, approval groups, and
approving changes and tasks, see the ServiceCenter User’s Guide.
Change/Task Queue
The Change Queue is used for purposes of this example. The process is the
same for the Task Queue.
Approvals t 439
ServiceCenter
To access Approval options from a queue:
1 Click Change Queue in the Changes tab of the Change Management menu.
Figure 10-67 shows the change inbox.
Figure 10-67: Change Inbox
2 Click For Approval. Figure 10-68 shows a dialog box that lists your approval
groups.
Figure 10-68: Approval Group Membership
3 Select a group for which you want change records displayed, or leave the list
blank to approve for all your groups.
440 uChapter 10—Change Management
Application Administration Guide
4 Click OK. A list of all Changes requiring the approval of the groups you have
selected displays in the inbox. Figure 10-69 shows a typical change queue.
Figure 10-69: Inbox List of Change Phases Requiring Approval
5 Double-click a record to open it for approval. The record appears.
6 Do one of the following:
n
Select Approval from the Options menu of the change record.
n
Click For Approval on the Inbox screen.
ServiceCenter displays the Change Approval Group Selection dialog box
shown in Figure 10-70.
Figure 10-70: Approval dialog box
7 Click the appropriate box, or leave all checked to default to all groups.
Approvals t 441
ServiceCenter
If you click OK, you are returned to the Unassigned Changes inbox of the
Change Sponsor’s queue.
A new set of buttons displays in the system tray.
8 Select an approval option from those in the following table.
Approval
Option
Description
Approve
Approver accepts the need for the change and approves commitment
of the resources required to fulfill the request. Once all approvals are
complete, work can begin on the phase.
When this option is selected, the record shifts to the browse mode, and
the Retract option displays in the system tray. The status bar displays
this message: change unique ID Phase phase name Approved by
operator name.
If you are not a member of a group with approval rights to this change
request, the status bar displays this message: You may not approve for
any of the Pending Approval Groups.
Deny
Approver does not accept the need for the change and/or is unwilling
to commit the required resources. No further approvals are allowed
until the denial is removed. An administrative procedure should be set
up to handle a denial.
When this option is selected, a dialog box appears with a prompt to
specify the reason for your action. Type an explanation for your action
and click OK. The status bar displays this message: change C## Phase
phase name Denied by login name.
Retract
Approver accepts the need for the change, but is unwilling to commit
the resources or perhaps there are technical Incidents at the present
time. This removes a previous approval or denial and resets the change
request to pending approved status, requiring a new approval cycle.
When this option is selected, a message displays that asks you to state
the reason for your action. Enter an explanation for your action and
click OK. The status bar displays this message: change unique ID Phase
phase name Retracted by operator name.
442 uChapter 10—Change Management
Application Administration Guide
Change Task Search Form
The change search form is used for purposes of this example. The process is
the same for the task search form.
To access Approval options from a search form:
1 Click Search Changes in the Changes tab of the Change Management menu.
Figure 10-71 shows a blank change search form.
Figure 10-71: Accessing Approvals in a Change Search Form
2 Select Approvals from the Options menu. A dialog box, listing approval
groups that you belong to, appears, as shown in Figure 10-70 on page 441.
3 Select a group for which you want change records displayed.
4 Click OK.
Approvals t 443
ServiceCenter
Figure 10-72 shows a change record with a record list of changes requiring
group approval.
Figure 10-72: Record List of Changes Requiring Group Approval
5 Select Options > Approval > Approve | Deny | Retract. For more
information, see Approvals on page 435, Approving Changes and Tasks on
page 439, and the ServiceCenter User’s Guide.
6 Select MassApprove from the List Options menu to approve all the changes
in the record list. You are prompted to confirm the action.
7 Click Yes only if you want to approve all the records in the list.
Known Change Request
An approver may learn of a change request that requires attention from a
message event generated by the system. When this occurs, the approver can
search for the change report by unique ID, using the following procedures:
444 uChapter 10—Change Management
Application Administration Guide
1 Click Search Changes in the Changes tab of the Change Management menu.
Figure 10-73 shows a blank change search form.
Figure 10-73: Change Search Form
2 Type the unique ID of the change request in the Number field.
3 Click Search. The requested change report appears.
Approvals t 445
ServiceCenter
4 Select Options > Approval > Approve | Deny | Retract, as shown in
Figure 10-74.
Figure 10-74: Approval in the Options menu
The change search form is used for purposes of this example. The process is
the same for the task search form.
Risk Calculation
Risk is a rating that summarizes the probability and/or consequences of
implementation failure. With many Change Management systems, risk is a
subjective rating. The user making the change, or perhaps the change
administrator, will determine and assign a risk rating. This type of process
can result in inaccurate risk ratings. For example, a one-line code change to
a software module may pose little threat in itself; however, the fact that the
module being changed will affect all online users raises the issue to another
level. Change Management allows you to replace subjective risk evaluation
with objective risk evaluation. This is done by basing the risk calculation on
the actual data contained in the record.
446 uChapter 10—Change Management
Application Administration Guide
Change Management risk assessment determines the risk assessment of a
change or task based on the values of certain fields within the record. Each
field used in the risk assessment process carries a field weight and each
possible value for that field (assuming there are a finite number of values)
carries a value weight. Each field’s total weight is calculated by multiplying
the field weight by the value weight. The change or task risk assessment is
then calculated by totalling the total weights and rounding the average.
Change Management uses the ServiceCenter validity tables to define the field
weights, value weights and to determine the risk assessment of a record.
Note: You can use the calculated risk to control the standard features that
support the evaluation of complex conditions such as approval
requirements, alert conditions, event processing, and scripting.
Example
In the following examples, the fields planned.start, ipl.required, duration,
and recovery.time are used to calculate risk. The valid values and the value
weights are shown below. The risk range is defined as 0 (low) and 3 (high).
The following table describes the input fields.
Input Field
ipl.required
duration
recovery.time
Values
Value Weight
>=21 days from today
1
yes
3
no
0
> 1 hour
3
<= 1 hour and 15 minutes
2
<= 15 minutes and > 1 minute
1
<= 1 minute
0
> 30 minutes
3
<= 30 minutes and > 1 minute
2
<= 1 minute
0
Based on these definitions, the following sample changes would have the
indicated risk value. Only the data for the risk input fields is shown.
Note: Assume the current date is 11/01/02.
Risk Calculation t 447
ServiceCenter
Example 1: Change Data
The following table describes the change data.
Input Field
Value
Value Weight
Field Weight
Total Weight
planned.start
11/30/02
1
1
1
ipl.required
no
0
1
0
duration
0 mins.
0
1
0
recovery.time
0 mins.
0
1
0
Total
1
Average
0.2
Risk Value
0
Example 2: Change Data
The following table describes the change data.
Input Field
Value
Value Weight
Field Weight
Total Weight
planned.start
11/30/02
1
1
1
ipl.required
yes
3
1
3
duration
40 mins.
2
1
2
recovery.time
40 mins.
3
1
3
Total
Average
Risk Value
9
2.2
2
The following examples demonstrate how you can use the field weight to
influence the outcome of the risk assessment process. In Example 3: Change
Data on page 449, the field weight for planned.start has been updated to be 5.
This allows us to assign a high risk to any request that does not meet
established lead time requirements, regardless of the values for the other risk
fields. In Example 4: Change Data on page 449, the field weight of
planned.start is changed back to 1. Therefore, the risk value drops to 1.
448 uChapter 10—Change Management
Application Administration Guide
Example 3: Change Data
The following table describes the change data.
Input Field
Value
Value Weight
Field Weight
Total Weight
planned.start
11/02/02
3
5
15
ipl.required
no
0
1
0
duration
0 mins.
0
1
0
recovery.time
0 mins.
0
1
0
Total
15
Average
3.8
Risk Value
Based on
Risk Max=3
3
Example 4: Change Data
The following table describes the change data.
Input Field
Value
Value Weight
Field Weight
Total Weight
planned.start
11/02/02
3
1
3
ipl.required
no
0
1
0
duration
0 mins.
0
1
0
recovery.time
0 mins.
0
1
0
Total
3
Average
.8
Risk Value
1
It is important that the range of the field weights be the same as the risk range.
For instance, if the risk range is 1, 2, 3, 4 and 5, the field weights should also
be within this range. If the field weights are outside of this range, it is possible
that the value calculated for risk value will also be outside of the range. If you
do assign a high number to a field weight as is shown in Example 3: Change
Data on page 449, you may also want to consider setting on upper limit in the
Maximum field in the Phase definition. As is shown in Example 3: Change
Risk Calculation t 449
ServiceCenter
Data on page 449, it is possible that the risk calculation process would return
a value outside of the valid risk range. If we don’t establish a limit, the risk
calculation process would, by default, return a value of 4. In our example, this
would be an invalid value, because the valid risk range is 0 to 3.
Events, Alerts, and Messages
During the life cycle of change requests and tasks, certain critical events
occur, which warrant notification of the appropriate individuals. Examples
of such events include open, update, close, and approval of the changes or
tasks. There may also be other events unique to an organization that warrant
notification.
Events in Change Management can spawn messages to designated parties
(operators or groups) within the system. For example, messages can indicate
if a request has been opened, and set into action the need for a user to provide
additional interaction, namely providing an approval for the request.
In the event a certain time limit set for accomplishing an approval is not met,
an alert is triggered. An alert is an optional timed-delayed event, which
triggers another event to send out a message.
As soon as a request is approved, that action constitutes an event. A message
is sent by that event, indicating the state of the request.
In this way, events, alerts, and messages build the communication chain,
notifying users of pending requests and the status of requests for change
throughout their life cycles.
This section discusses the following issues with regards to setting up and
managing the use of standard and special events (such as messages and alerts)
in Change Management:
n
Alert Processing on page 453
n
Events on page 460
n
Messages on page 465
n
Background Processing on page 467
450 uChapter 10—Change Management
Application Administration Guide
Alerts
Alerts are timed, or delayed, events. Change Management treats alerts as
events when the alert condition evaluates to true. This allows sending
notifications when a change or task reaches an alert condition. When the
scheduled alert occurs, an associated event is triggered.
Messages can be sent (but are not required) as a result of events and alerts.
Requests for change progress in phases, according to a predefined schedule.
Alerts monitor the progress of these phases and take action when
circumstances warrant an automated response, such as when the progression
is delayed. For example, the late notice alert notifies a designated
management group that a request for change is overdue for approval, and
updates the alert status to include late notice.
The user can define any number of standard or customized alerts for any
phase, control who is notified for each alert, and control the naming
convention used for the alert itself.
Alerts support several functions within the system:
n
Alert Messaging — alerts trigger events. The event manager generates
messages to certain designated recipients as a result of an alert, which
update the original request.
n
Batch Scheduling — all alerts associated with a phase are scheduled at
once when the phase appears.
To access Phase Definition Alert controls:
1 Click Change Management on the ServiceCenter Home menu.
2 From either the Changes or Tasks tab, select Change Phases or Task Phases.
3 Click Search to perform a true query without entering any values in the blank
cm3rcatphase.main form. A record list of alert records displays. Make your
selection by clicking on a phase name.
4 Click the Alerts/Open & Close Behavior tab. Figure 10-75 on page 452 shows
the Phase Definition Alert controls.
Events, Alerts, and Messages t 451
ServiceCenter
Figure 10-75: Phase Definition Alert Controls
Certain alert controls are specified on the Phase (cm3r options) record. The
following table describes the Alert Control fields.
Alert Control
Description
Reset
Sets the status of all current Alert records associated with the
current request for change to inactive and marks the last action
field as reset. Then, it schedules a calculate alert record to
recalculate the item’s alerts and restart the alerts process.
Recalc
Retrieves each Alert associated with the request for change and
performs the following processing:
n If current alert status is active, the alert condition is
reevaluated and the alert is updated to reflect the correct
status; processing ends.
n If current status is not active, the Schedule Condition field is
reevaluated. If this evaluates to true, the following fields are
updated:
n Status is set to scheduled.
n Last Action is set to recalc.
n Action Time is set to current date/time.
n Schedule Condition is reevaluated. If true, Alert Time is
recalculated and Status updated to scheduled. If false, Status is
set to not required.
452 uChapter 10—Change Management
Application Administration Guide
Alert Processing
There are two primary files used in alert processing:
n
Alert Definition (AlertDef) defines the alerts used by all phases (static file).
n
Current Alerts (Alert) tracks the alerts created for each phase (active alert
file).
Alert Definitions
The Alert Definition is a static file, which defines the basic alert information
for each named alert and all general alert definitions.
To access the Alert Definition File:
1 Click Change Management on the ServiceCenter Home menu.
2 Select Alerts in the Maintenance tab. An empty Alert Definition form
(AlertDef) appears.
3 Click Search to pass a true query and display a list of all current Alert
Definition records.
Events, Alerts, and Messages t 453
ServiceCenter
4 Select a record to view from the list by clicking on the alert name.
Figure 10-76 shows the selected record.
Figure 10-76: Alert Definition Record List with first record displayed
The following table describes the fields on the Alert Definition form.
Field
Description
Alert Name
(required)
Unique name of the Alert.
Description
A text description of the Alert Condition.
454 uChapter 10—Change Management
Application Administration Guide
Scheduling tab
See the Scheduling tab shown in Figure 10-76 on page 454. The following
table describes the fields on the Scheduling tab.
Field
Description
Alert Status
Status of the alert. Current file referenced by $L.file.
Schedule Condition
Condition that determines if the Alert is scheduled. The
default is false.
Schedule Class
Classification of the scheduled Alert.
Alert Condition
(required)
Condition that must evaluate to true before the alert is set.
If evaluations are false, the alert goes away. The default is
false.
Calculation Type
Calculation method used for setting alert conditions. Use
one of the following:
n Use field in record + interval
Calc Field — name of the date/time field in the request
for change that the interval field value is added to in order
to determine the alert time. (Change Management uses
the current date/time to apply the alert interval if this
field is null in the request for change data record.)
Calc Interval — (required) relative interval of time that is
added to the Calc Field time to determine the alert time.
Can be positive or negative time intervals.
n Use expression to set $L.alert.time
Calc Expression — text expressions parsed into a
message and presented at alert time.
Events, Alerts, and Messages t 455
ServiceCenter
Update Info tab
Figure 10-77 shows the Update Info tab.
Figure 10-77: Update Info tab
The following table describes the fields on the Update Info tab.
Field
Description
Format Control
Name of the Format Control record to be processed in
addition to the regular alert processing, when the Alert
Condition field evaluates to true.
Triggers Off
Always set to false (unchecked). DO NOT change this setting.
Statements
Processing statements executed in addition to the regular
alert processing, when the Alert Condition field evaluates to
true.
Update Process
Update process to be used when setting up alerts.
Notifications
Notification process to be used when alerts are processed. For
more information, see Notifications on page 470 and see the
System Tailoring Guide.
456 uChapter 10—Change Management
Application Administration Guide
Parents tab
Figure 10-78 shows the Parents tab. Do not make any changes to the
definitions in this tab.
Figure 10-78: Parents tab
The parent type that is defined and reflected in the alert status phase.
Field
Description
No parent definitions
No parent definitions to be defined.
User Defined
n
n
Parent File — unique name of the Parent file.
Parent Id — unique identification number of the parent
part.
Use expressions to set $L.parent.file and $L.parent.id
Expressions
Enter the expressions to set the $L.parent.file and
$L.parent.id.
Duty Table tab
The Duty Table is the work table that is used to calculate alert times. When
scheduling alerts, the Alert processor determines which shifts are valid for
sending alerts. Figure 10-79 shows the Duty Table tab.
Figure 10-79: Duty Table tab
Events, Alerts, and Messages t 457
ServiceCenter
Duty Table tab
The following table describes the fields on the Duty Table tab.
Field
Description
No Duty Table (24x7) Duty Table not defined. Use standard 24x7 clock and
calendar.
Define a Duty Table
Duty Table
User defined Duty Table. Customized to set your office
group’s working hours.
Lookup a Specific
Duty Table
Allows standard validity Table Look-Up processing so that
the Alert processor can determine valid shifts, based on an
existing Duty Table.
Group Lookup Name
Allows standard validity Table Look-Up by name, so that
you can use another Duty Table in the Table Lookup file.
Group Lookup File
Allows standard validity Table Look-Up by file, so that you
can use another Duty Table in the Table Lookup file.
Group Lookup Field
Allows standard validity Table Look-Up by field.
Duty Table Field
Uses the definition in the Duty Table field.
Alert Log
The Alert log is a file that lists currently scheduled and active alerts.
To access the Alert Log file:
1 Click Database Manager in the ServiceCenter Toolkit tab of the Home menu.
2 Enter Alertlog in the File field, and then click Search An empty Alert Log form
(Alertlog) appears.
3 Click Search to retrieve a list of all current Alert Log records. Then click on a
record in the list.
458 uChapter 10—Change Management
Application Administration Guide
Figure 10-80 shows the selected Alert Log record.
Figure 10-80: Selected record in the Alert Log
The following table describes the fields in the Alert Log.
Field
Description
Alert ID
Unique identification number of this alert.
File Name
Name of the alert file.
Unique Key
Unique key to this record.
Category
The category associated with this alert.
Current Phase
Current phase of this alert.
Alert Status
Status of the alert. Current file referenced by $L.file.
Alert Time
The date/time the alert condition evaluated to true.
Gen by File
Gen by file items are those items which cause an alert to be
required.
Gen by ID
Gen by ID items are those items which cause an alert to be
required.
Events, Alerts, and Messages t 459
ServiceCenter
Events
Events are system occurrences triggered by the creation or update of requests
for change, such as opening or approving a change. Events can be used to
trigger special processing, such as alerts and messages. When these specific
activities occur, Change Management sends mail messages to users, as part of
the default processing. Other customized routines can be executed for
particular events.
Several default events are included with Change Management. Others may be
added, according to your business needs (for example, activities or
conditions that need to be checked or unique events warranting
notification).
When an Alert Condition evaluates to true, Change Management treats it as
an event, and notifications can then be sent for this alert condition.
Event Controls
n
The option for processing messages and events is located on the change or
task Phase definition record. For more information, see Accessing Phase
Records on page 386.
The Messages/Events field in the Controls tab sets the controls that define
when events are processed for the particular phases named.
n
All event names must be defined in the cm3rmessages file, or no event
processing can occur. For more information, see Change Management
Events File on page 461.
n
Events are processed when the phase of the change or task is defined in the
Phases field of the cm3rmessages file. If the Phase field is NULL on the
ocmevents record, the event is processed for all phases.
460 uChapter 10—Change Management
Application Administration Guide
Change Management Events File
This file contains the names and definitions of all valid Change Management
events.
To access the event definition form:
1 Click Change Management on the Services tab of the ServiceCenter Home
menu.
2 Click Messages on the Maintenance tab. A blank Change Management Event
Definition form appears.
3 Click Search to perform a true query and display the record list of all
currently defined events.
4 Select a record to view by clicking on the name of the event. Figure 10-81
shows the selected event record.
Figure 10-81: Accessing the ocmevents File
Events, Alerts, and Messages t 461
ServiceCenter
The following table describes the fields on the Change Management Event
Definition tab.
Field
Description
Event
(required)
Name of the event. Must be unique within each area; quote,
order, or line item.
Description
Brief description of the event.
Format Name
Name of the form used to build the message sent to the
users. Allows basic information about the record associated
with the event to be included in the message; otherwise, the
standard message is sent.
Event Services Reg
Defines how the message is sent out through Event
Services.
Operators
Login IDs (names) of those operators who should receive a
copy of the messages sent via this event.
Phases (change/task)
Control over which events are valid for which phases
within each area. If this field is NULL, the event is valid for
all phases of the area.
Message Notification Controls
The Message Notification control fields trigger a mail notification and the
member lists to be included to receive mail notification.
Field
Description
Input Field Name
The field that triggers a mail notification and defines the
recipient of the message. If the recipient is a message group,
then the approver or reviewer is used to define designated
approvers or members who are to receive the message.
Group Member?
Each operator in the Members array will receive mail
notification.
Note: Although you can change this field from true to false in
the Message Notification Controls area shown in
Figure 10-81 on page 461, the cm3r.alert.trigger
application that creates alert messages does not evaluate
the conditions for the cm3r update record recipients.
462 uChapter 10—Change Management
Application Administration Guide
Field
Description
Approver?
Each operator in the Approvers array will receive mail
notification.
Append Text
The character string added to the generic message that is sent
as the first line of the message. The message syntax is:
event type Notice: cm3r/cm3t number append/text (date) by
operator
For example: cm3r open Notice: cm3r C19 You are the
Coordinator for this Change(08/09/2002 14:56) by
FALCON, JENNIFER
Event Names and Definitions
Change Management includes several predefined system events, such as
cm3r approved and cm3r closed. You can define additional events, as
needed. See the System Tailoring Guide to learn more about the predefined
system events.
Defining Additional Events
A new event can be defined and called by Format Control calculations, in the
case that a specific condition must be checked for the event to occur at
specialized times.
The following must occur in order for a message to be processed.
n
The record must exit.
n
The message flag in the phase definition record
(cm3rcatphase/cm3tcatphase) must evaluate to true.
n
The operators and field names must be valid message groups, contacts, or
operators.
The event must either be an alert definition (AlertDef) or a message
(cm3messages). The event syntax generally used to check for an event is as
follows:
if (condition=true) then ($cm3messages file.$events.pntr in $cm3messages =“event
name”;$cm3messages file.$events.pntr+=1)
Events, Alerts, and Messages t 463
ServiceCenter
n
The variable $cm3messages is an array of character strings used to track
the events that occur during a particular phase of processing.
n
The variable $cm3messages.events.pntr is a pointer to the next array
element that can be used to record an event name.
Important: Once an event has been added to the array, it is important to
increment the pointer by 1 (one). If this does not happen, the
event previously recorded will be overwritten.
The event that is scheduled if the condition is true must be defined in the
cm3rmessages file.
Adding New Events
The following steps are required for adding new events to the system:
1 Activate the Change Management background processor (cm3r). For more
information, see Background Processing on page 467.
2 Activate the Change Management (cm3r) alerts schedule record. For more
information, see Background Processing on page 467.
3 Set the environment record. For more information, see Environment on
page 357.
4 Define the Messages/Events option for the phase. For more information, see
Accessing Phase Records on page 386.
5 Set any RAD or Format Control definition to track a custom event. For more
information, see Event Controls on page 460 and the ServiceCenter System
Tailoring Guides.
6 Define the operator groups in the cm3rmessages record in the cm3rgroups
file.
7 Define the appropriate operator records.
8 Define the event in the cm3rmessages file.
9 Define the Format Name in the format file.
10 Validate the Message Notification Controls.
464 uChapter 10—Change Management
Application Administration Guide
Messages
Messages are sent in response to an event. They can be directed to specific
operators listed in the event record and contain values from certain fields in
quote, order, and line item records, which cause the initial event.
Change Management message processing involves:
n
The background processor looking at the cm3roptions record for the
phase or category that generated the event. If the record does not exist,
processing ends.
n
Evaluation of the Messages/Events option in the cm3roptions record. If
false, processing ends.
n
Checking for Field Name and Operators in the cm3rmessages record. If
none, processing ends.
n
Recording in the msglog the generic message (from the cm3rmessages
record Append Text field).
n
Sending the standard message and the mail message to the operators
defined in the Operators field of the cm3rmessages record.
n
Sending a message to the operators defined in those fields referenced by
the Field Name field of the cm3rmessages record.
The content of these fields is first assumed to be a group. If this group name
is found in the cm3rgroups file, then either the Members or Approvers
(depending on the Member List field) of that group are added to a working
list.
If this group name does not exist, the system searches the operator file; and
if an operator record is found, it is added to the working list.
n
Checking the working list for operators, and sending the message.
Message Classes
ServiceCenter has several default message classes where a user can define
additional messages to display in Change Management.
To display the list of available classes:
1 Click Administration on the Utilities tab of the ServiceCenter home menu.
2 Select the Notifications tab in the Administration menu.
Events, Alerts, and Messages t 465
ServiceCenter
The Message Classes structure contains the buttons for the various message
classes. The buttons displayed are: On-Screen (msg), Print (print), Log (log),
TSO (TSO), External E-Mail (email) and Internal E-Mail (email). These
represent the possible action types for message classes.
Message Button
Description
On Screen
Send a message to the user’s screen.
Print
Send a copy of the message to the receiver’s default printer.
Log
Send a copy of the message to the msglog file.
TSO
Send a copy of the message to the receiver’s TSO ID.
External E-Mail
Send a copy of the message to the receiver’s e-mail address as
specified in the operator or contacts record.
Internal E-Mail
Send a copy of the message to the receiver’s internal
ServiceCenter mailbox.
A message class record may be entered into multiple message class types.
To view a Message Class record:
1 Click Administration on the Utilities tab in the ServiceCenter Home menu.
2 Select the Notifications tab of the Administration menu.
3 Click Log in the Message Classes structure.
4 Enter a Class Name, or click Search to pass a true query and display a current
class list.
5 Select a record to view from the list, which displays by clicking on the name.
6 View the desired record. Each class message presents a different form
associated with the msgclass.log file.
Adding msgclass Records
1 Click Administration on the Utilities tab. of the ServiceCenter Home menu.
2 Select the Notifications tab of the Administration menu.
3 Select an action type from the Message Classes area. For more information,
see Message Classes on page 465. A blank Message Class File record appears.
4 Do one of the following:
n
Begin entering the message name and data.
466 uChapter 10—Change Management
Application Administration Guide
n
Call up the message record, select an existing class record on which to base
your new record. Make appropriate modifications, including a name
change.
5 Click Add to confirm the new record, as shown in Figure 10-82.
Figure 10-82: Sample message in Message Class file
Background Processing
A great deal of the processing which enables the alerts and updating in
Change Management occurs in the background. The following figure
demonstrates the general event processing flow of the module.
Events, Alerts, and Messages t 467
ServiceCenter
Figure 10-83 shows a typical event processing task.
Request Management Event Processing
runtime
1) User/System does something/something happens.
2) Events list is appended with an action (something the system
must now do) on open or reset.
3) End of user/system process.
4) Schedule the event process -- schedule the daemon.
5) For each event in the list:
Look for Message definition/Event
(Event Pool)
background
?
Yes
NoNo
Next
Event
Yes
Process Format Control or Application
Send Message/”Event”
6) When the Alert scheduler wakes up:
Check the condition
on the Alert
Applies?
No
No
Yes
Yes
Process Format Control or Application
Process Statements
Schedule “Event”
Figure 10-83: Request Management Event Processing
468 uChapter 10—Change Management
Application Administration Guide
The background processor for Change Management event processing is
named change. This processor only handles schedule records with a class of
change. By default, the processor checks for new records every 60 seconds.
Viewing the Processor
1 Click Maintenance on the Utilities tab in the ServiceCenter Home menu.
2 Click Startup Information in the System tab.
The blank info.startup record form displays.
3 Type change.startup in the Type field, and then press Enter or click Search
to do a narrow search for the change.startup record type.
Figure 10-84 shows the change.startup record displays in the info.startup
form. This is the default start-up record for the Change Management
background processor.
Figure 10-84: Change Management Startup Agent Record
4 The Change Management background processor should be defined as an
agent on the default system start-up record (startup).
Events, Alerts, and Messages t 469
ServiceCenter
The system startup default record lists the background agents, or processors,
that start up each time ServiceCenter is started. Most are set for 60-second
wake-up intervals. This list includes despooler, report, alert (for Incident
Management), change, availability, agent, marquee, lister, linker, event, and
scautod.
5 To add any of the remaining start-up records to the system startup record,
enter the start-up record’s information at the bottom of the system start-up
record’s agent array.
This system startup default record processes records that are in the schedule
file. The appropriate background agent picks up the schedule record and
processes it.
Note: Enter sch on a command line at any time to display the schedule file.
Notifications
The Notification Engine is primarily responsible for sending messages that
are generated by ServiceCenter events, such as opening or closing a change or
task. Administrators can edit these messages, add new messages, change the
conditions that trigger the messages, and select who will receive the messages.
The notification file works with the message file to define notifications for
common system events. Administrators can modify the notification
arguments that trigger the notification, as well as define who receives the
notification.
To open the notifications file:
1 Click Administration in the Utilities tab in the ServiceCenter main window.
2 Click Notifications in the Notifications tab.
The notification form displays.
470 uChapter 10—Change Management
Application Administration Guide
3 Enter the Notification Definition name in the Name field and press Enter or
perform a true query by clicking Search to see a list of all notification records
on your system.
Figure 10-85: Notification definitions
To learn more about notification records and their definitions, see the System
Tailoring Guide, Notification Records. The following table describes the fields
on the Message tab.
Field
Description
Msg Class
Message class relates to the module area. For example: ocm.
Msg No
Message number corresponds to the scmessage.qbe.g file. The
Message Class, Message Number, and language fields make up the
unique key for this notification. If you add your own message to
the message file, the combination of the Msg Class, Msg No and
Language fields must not exist in the system already.
Events, Alerts, and Messages t 471
ServiceCenter
Field
Description
Arguments
Message arguments can range from none to many. The arguments
correspond to the %S in the message text. If there is only one
argument, enter the value directly. List multiple arguments in an
array. For example ({<arg1>,<arg2>, <and so on>}). Elements of
the array can be string literals or expressions. To reference a value
in a record, enter: fieldname in $L.file. Strings must be enclosed in
double quotes.
Condition
Enter the condition under which the message should be sent.
Values can be True, False, or an expression that evaluates to either
True or False. The default value is True.
Notify Method Specifies the how the message is sent (for example fax, email, etc.).
This field can also specify the name of a message class.
Recipients
Specifies to whom the message should be sent. Enter an
expression or string literal that references an individual user or
group name.
The following fields are necessary only if the Recipients field contains a group
name.
Group File
Enter the file that the group name is referencing. Use this field
with the files ocmgroups, which allow multiple records to be
created with the same group name.
Group Area
Acceptable values for use with the ocmgroups file are:
All, Quotes, Line Items, and Orders.
Subgroup
The Subgroup field further specifies the user list. Values are:
Members/Reviewers, Approvers and All.
472 uChapter 10—Change Management
A
Process Flow Diagrams
APPENDIX
This chapter shows the process flow of some user-initiated Change, Incident,
Service, and Inventory Management Functions:
Change Management Open on page 474
n Change Management Update on page 475
n Change Management Approval on page 476
n Change Management Denial on page 477
n Change Management Close on page 478
n Change Management Reopen on page 479
n Change Management Retract on page 480
n Incident Management Open on page 481
n Incident Management Update on page 482
n Incident Management Close on page 483
n Service Management Quick-Open on page 484
n Service Management Create Incident on page 485
n Service Management Update on page 486
n Service Management Close on page 487
n Inventory Management Open on page 488
n Inventory Management Update on page 489
n Inventory Management Delete on page 490
For more information, see the chapters in this guide and the ServiceCenter
System Administrator’s Guide.
n
Process Flow Diagrams t 473
ServiceCenter
Change Management Open
User
presses
New
List of valid
Change categories
is displayed
User
selects
category
Open Script for
selected category
runs
User
Presses
Save
Change record is
displayed
Format Control
(display) for
category specific
format runs
Master Format
Control (display)
for cm3r runs
Pre Add Master
Format Control
(open) for cm3r
runs
Pre Add Format
Control (open) for
Category specific
format runs
Data Validation
occurs
Record enters
database trigger
Record returns
from database
trigger
All other Macros
run
Record is
physically written
to database
Alerts are
evaluated and
scheduled,
Evaluate and
getnumb macros
run
New record is
selected from
database
Record is locked
Post Add Master
Format Control
(open) for cm3r
runs
Post Add Format
Control for
Category specific
format runs
Format Control
(display) for
category specific
format runs
Master Format
Control (display)
for cm3r runs
Record is
unlocked
Any Auto Task
processing runs
Change record is
displayed
474 uAppendix A—Process Flow Diagrams
Application Administration Guide
Change Management Update
Change Management Update Data Flow
User
Selects
Change
Record
Master Format
Control (display)
for cm3r runs
Format Control
(display) for
category specific
format runs
Update Script for
selected category
runs
User
Presses
Save
Record is Locked
User
modifies
informati
on
Selected Record is
displayed
Pre Update Master
Format Control
(update) for cm3r
runs
Pre Update
Format Control
(update) for
Category specific
format runs
Data Validation
occurs
Record enters
database trigger
Record returns
from database
trigger
All other Macros
run
Record is
physically written
to database
Alerts are evaluated
and scheduled,
Evaluate and
getnumb macros run
Post Update
Master Format
Control (update)
for cm3r runs
Post Update
Format Control
(update) for
Category specific
format runs
Record is
unlocked
Master Format
Control (display)
for cm3r runs
Change record is
displayed
Format Control
(display) for
category specific
format runs
Change Management Update t 475
ServiceCenter
Change Management Approval
Change Management Approval Data Flow
User
Selects
Change
Record for
approval
Record is Locked
Format Control
(display) for
category specific
approval format
runs
Selected Record is
displayed
Alerts are evaluated
and scheduled,
Evaluate and
getnumb macros run
Record enters
database trigger
Pre Add Format
Control (add) for
Category specific
approval format
runs
User
Presses
Approve
Record is
physically written
to database
All other Macros
run
Record returns
from database
trigger
Format Control
(display) for
category specific
approval format
runs
Record is
unlocked
User
Presses
Back
Selected Record is
displayed
476 uAppendix A—Process Flow Diagrams
Application Administration Guide
Change Management Denial
Change Management Denial Data Flow
User
Selects
Change
Record for
approval
Record is Locked
Format Control
(display) for
category specific
approval format
runs
Selected Record is
displayed
Record enters
database trigger
Pre Update Format
Control (update) for
Category specific
approval format runs
User
enters
deny
reason
User
Presses
Deny
Alerts are evaluated
and scheduled,
Evaluateand
getnumb macros run
Record is
physically written
to database
All other Macros
run
Record returns
from database
trigger
Record is
unlocked
User
Presses
Back
Selected Record is
displayed
Format Control
(display) for
category specific
approval format
runs
Change Management Denial t 477
ServiceCenter
Change Management Close
Change Management Close Data Flow
User
Selects
Change
Record
Master Format
Control (display)
for cm3r runs
Format Control
(display) for
category specific
format runs
Selected Record is
displayed
Master Format
Control (display)
for cm3r runs
Close Script for
selected category
runs
Record is Locked
User
Presses
Close
Format Control
(display) for
category specific
format runs
Change record is
displayed using
Close format
User
Presses
OK
Pre Close Master
Format Control
(delete) for cm3r
runs
Post Close Master
Format Control
(delete) for cm3r
runs
Record is
physically written
to database
Data Validation
occurs
Pre Close Format
Control (delete) for
Category specific
format runs
Post Close Format
Control (delete) for
Category specific
format runs
Record is
unlocked
478 uAppendix A—Process Flow Diagrams
Application Administration Guide
Change Management Reopen
Change Management Reopen Data Flow
User
Selects
Change
Record
Master Format
Control (display)
for cm3r runs
Format Control
(display) for
category specific
format runs
Selected Record is
displayed
Master Format
Control (display)
for cm3r runs
Reopen Script for
selected category
runs
Record is Locked
User
Presses
Reopen
Format Control
(display) for
category specific
format runs
Selected Record is
displayed
User
Presses
Save
Pre Update Master
Format Control
(update) for cm3r
runs
Alerts are
evaluated and
scheduled,
Evaluate and
getnumb macros
run
Record enters
database trigger
Data Validation
occurs
Pre Update
Format Control
(update) for
Category specific
format runs
Record is
physically written
to database
All other Macros
run
Record returns
from database
trigger
Post Update
Master Format
Control (update)
for cm3r runs
Format Control
(display) for
category specific
format runs
Master Format
Control (display)
for cm3r runs
Record is
unlocked
Post Update
Format Control
(update) for
Category specific
format runs
Change record is
displayed
Change Management Reopen t 479
ServiceCenter
Change Management Retract
Change Management Retract Data Flow
User
Selects
Change
Record for
approval
Record is Locked
Format Control
(display) for category
specific approval
format runs
Selected Record is
displayed
Record enters
database trigger
Pre Delete Format
Control (delete) for
Category specific
approval format runs
User
enters
Retract
reason
User
Presses
Retract
Alerts are evaluated
and scheduled,
Evaluate and
getnumb macros run
Record is physically
written to database
All other Macros run
Record returns from
database trigger
Record is unlocked
User
Presses
Back
Selected Record is
displayed
Format Control
(display) for category
specific approval
format runs
480 uAppendix A—Process Flow Diagrams
Application Administration Guide
Incident Management Open
Connector B is from data in Service Management Create Incident on page 485.
Incident Management Open Data Flow
User
Presses
New
Display Format
Control for initial
incident screen
runs
Initial incident
Screen appears
User
Presses
New
B
Display Format
Control for
category specific
open format runs
Open Script Runs
if Appropriate
Category is
validated. User is
prompted if
required
Add Format
Control for Initial
incident screen
runs
Category Specific
Open Format
appears
User
Presses
Save
Pre Add Format
Control for
Category specific
open format runs
Trigger Starts
All other macros
run
Record is
physically written
to database
Evalulate
Expressions and
getnumb macros
run
Record is date and
time stamped
Trigger Ends
Post Add Format
control for add
format runs
Display Format
Control for
category update
format runs
Update Format
Appears on screen
B - From Service Management Create Incident Data Flow
Incident Management Open t 481
ServiceCenter
Incident Management Update
Incident Management Update Data Flow
User
Selects
incident
ticket
from list
Display Format
Control for initial
problem screen
runs
Category is
validated. User is
prompted if
required
Display Format
Control for
category specific
update format runs
Trigger Begins
Pre Update
Format Control for
Category specific
update format runs
User
Presses
Save
Category Specific
Open Format
appears
Record is date and
time stamped
Evalulate
Expressions and
getnumb macros
run
Record is
physically written
to database
All other macros
run
Update Format
Appears on screen
Display Format
Control for
category update
format runs
Post Update
Format control for
update format runs
Trigger Ends
482 uAppendix A—Process Flow Diagrams
Application Administration Guide
Incident Management Close
Incident Management Close Data Flow
User
Select a
incident
ticket
from list
Display Format
Control for initial
incident screen
runs
Category is
validated. User is
prompted if
required
Display Format
Control for
category specific
update format runs
Display Format
Control for close
incident screen
runs
Close Script Runs
if Appropriate
User
Presses
Close
Category Specific
Open Format
appears
Close Format
Appears
User
Presses
Save
Pre Update
Format Control for
Category specific
close format runs
Trigger Begins
All other macros
run
Record is
physically written
to database
Evalulate
Expressions and
getnumb macros
run
Record is date and
time stamped
Trigger Ends
Post Update
Format control for
close format runs
Window is Closed
Incident Management Close t 483
ServiceCenter
Service Management Quick-Open
Service Management Quick-Open Data Flow
A
User
Presses
Take
New Call
Display Format
Control for initial
call screen runs
Initial Call Screen
appears
User
Presses
Q-Open
Evalulate
Expressions and
getnumb macros
run
Record is date and
time stamped
Trigger Begins
Pre Add Format
Control runs
Record is
physically written
to database
All other macros
run
Trigger Ends
Post Add Format
control runs
484 uAppendix A—Process Flow Diagrams
A
Application Administration Guide
Service Management Create Incident
Connector B goes to Incident Management Open Data. For more
information, see Incident Management Open on page 481.
Service Management Create Incident Data Flow
User
Presses
Take
New Call
Display Format
Control for initial
call screen runs
Initial Call Screen
appears
User
Presses
Create
Incident
Evalulate
Expressions and
getnumb macros
run
Record is date and
time stamped
Trigger Begins
Pre Add Format
Control runs
Record is
physically written
to database
All other macros
run
Trigger Ends
Post Add Format
control runs
B
B - To Incident Management Open Data Flow
Service Management Create Incident t 485
ServiceCenter
Service Management Update
Service Management Update Data Flow
C
User
Selects
a call
from list
Display Format
Control for call
screen runs
Call Format
appears
User
Presses
Save
Evalulate
Expressions and
getnumb macros
run
Record is date and
time stamped
Trigger Begins
Pre Update
Format Control for
Call format runs
Record is
physically written
to database
All other macros
run
Trigger Ends
Post Update
Format control for
update format runs
C
486 uAppendix A—Process Flow Diagrams
Application Administration Guide
Service Management Close
Service Management Close Data Flow
User
Selects
a call
from list
Display Format
Control for Call
screen runs
User
Presses
Close
Pre Update
Format Control for
Call format runs
Record is
physically written
to database
Evalulate
Expressions and
getnumb macros
run
Record is date and
time stamped
Trigger Begins
All other macros
run
Trigger Ends
Post Update
Format control for
Call format runs
Window is Closed
Service Management Close t 487
ServiceCenter
Inventory Management Open
Inventory Management Open Data Flow
User
presses
"ICM
Components"
User
presses
"New"
Select device type
message prompt
appears
Init Format Control
for device and
attribute formats
runs
User
selects
device
type
Add Format
Control for device
and attribute
formats runs
Device and
attributes records
are added
Subadd Format
Control for device
and attribute
formats runs
Device record is
displayed
Display Format
Control for device
and attribute
formats runs
Parent devices (if
any) are added
Device search
screen appears
Device type join
format appears
User
presses
"Add"
488 uAppendix A—Process Flow Diagrams
Application Administration Guide
Inventory Management Update
Inventory Management Update Data Flow
User
presses
"ICM
Components"
Device search
screen appears
User
presses
"Search"
Display Format
Control for device
and attribute
formats runs
User
selects
"OK" or
"Save"
Record is locked
User
updates
record
Device record is
displayed
Update Format
Control for device
and attribute
formats runs
Parent devices (if
any) are updated
Subupd Format
Control for device
and attribute
formats runs
Record is
unlocked
Previous screen
("OK") or updated
record ("Save") is
displayed
Inventory Management Update t 489
ServiceCenter
Inventory Management Delete
Inventory Management Delete Data Flow
User
presses
"ICM
Components"
Device search
screen appears
User
presses
"Search"
Display Format
Control for device
and attribute
formats runs
User
presses
"Yes"
Confirm delete
message prompt
appears
User
presses
"Delete"
Device record is
displayed
Delete Format
Control for device
and attribute
formats runs
Device and
attribute records
are deleted
Subdel Format
Control for device
and attribute
formats runs
Parent devices (if
any) are deleted
Previous screen is
displayed
490 uAppendix A—Process Flow Diagrams
B
Field-Level Details
APPENDIX
Overview
The information in this appendix described the out-of-box fields for Service
and Incident Management. The following table describes the column
headings on the subsequent tables and what they mean.
Column header
Purpose
Field Label
Physical label of the field.
Input Field
Input field as it is defined in the database dictionary
(dbdict).
Description
Defines the purpose of the field and any other useful
information.
Source
Defines where the field information is derived from. The
source can be system-generated, system files, or user input.
Type
Defines the type of field information. The type can be
Character, Array, Date/Time, Number, or logical.
Field Characteristics Describes whether the field is required or optional,
protected, combo-box, fill, find, or a check box.
Field-Level Details t 491
ServiceCenter
Table 1: New call — Call Detail tab (cc.incquick.g)
The following table describes fields on the Call Detail tab.
Field Label
Description
Input Field
Call ID
A unique
incident.id
identifier for each
incident record
Source
Type
Field
Characteristics
system
Character
generated
per numbers
file
Protected
Contact Name Contact name
contact.name
related to the
company from
which the call was
received
User Input
or contacts
file
Character
Required; find;
fill
Full Name
Contact’s full
name
contact.name
contacts file
Character
Protected
Email
Email address of
the contact.
contact.name
contacts file
Character
Protected
Payroll No.
Contact’s unique contact.name
payroll id number
contacts file
Character
Protected
Corp
Struct/Div
A single field that corp.structure
unites both the
company and
department for
this contact.
company/
dept
Character
Optional; find;
fill
Phone
Contact’s phone
number;
automatically
filled from the
contacts record
for the caller.
phone
Contacts file Character
Optional
Ext.
Contact’s phone
extension;
automatically
filled from the
contacts record
for the caller
extension
Contacts file Character
Optional
492 uAppendix B—Field-Level Details
Application Administration Guide
Field Label
Description
Input Field
Source
Fax
Contact’s fax
number
automatically
filled from the
contacts record
for the caller;
fax
Contacts file Character
Reported by
Check this box if different.from.contact User input
Different from the name of the
Contact Name caller is different
from the contact
name in Contacts
file.
Reported By
alternate.contact
Reported by,
phone, fax and
ext. are fields that
display when the
Reported by
different from
Contact Name?
box is checked.
Enter the caller’s
contact
information.
Type
Character
Field
Characteristics
Optional
Optional
contacts file; Character
User input
Optional; fill
protected
Phone/Extensi Phone and/or
on
extension of the
contact.
contact.phone
extension
contacts file
Location
Office location
from where the
call originated
location.full.name
company;
Character
location files
Optional; fill
Room/Floor
Ref
Room/floor
room
references where
the asset is located
User input
Character
Optional
Cost Center
Cost/Financial
Center of the
contract
User Input
Character
Optional
User Type
The type of user
user.type
calling; options
are Site, Home, or
Mobile.
User Input
Character
Optional; combo
box
cost.centre
Character
Table 1: New call — Call Detail tab (cc.incquick.g) t 493
ServiceCenter
Description
Company
Name of company company
calling to report
the incident
company file Character
Optional; Fill
Description
A detailed
description
description of the
incident
User Input
Array
Character
Required
Status
State of the call
report: Closed,
Open-Idle, or
Open-Callback
open
System
Generated
Character
Protected;
System
Generated
Owner
Name of SM
operator who
opened the call
report
owner.name
System
Generated
from Login
Character
Protected;
System
Generated from
login
Category
Classification of
category
the asset’s
category within
the business, such
as network.
category file
Character
Required; fill
Subcategory
Classification of
subcategory
the asset’s
subcategory
within the
primary category,
such as lan.
cm3.rsubcat/ Character
subcategory
files
Required; fill
Product Type
Device product
type
product.type
cms.sla/
Character
product.type
Required; fill
problem.type
problem.typ Character
e
Required; fill
Problem Type Type of problem
being reported.
Input Field
Source
Type
Field
Characteristics
Field Label
Assignment
Assignment group assignment,1
to review the call.
assignment
Character
Required;
Combo-box
Severity
Indicates how
severity
pressing an
incident is for the
caller. Can be
Critical, Major,
Medium, Low,
Very Low.
User Input
Character
Required;
Combo-box
494 uAppendix B—Field-Level Details
Application Administration Guide
Field Label
Description
Input Field
Source
Type
Field
Characteristics
Total Loss of
Service
Indicates severity
and priority.
total.loss
User Input
Logical
Check-box
Site Category
Indicates the level site.category
of support to be
dispersed.
User Input
Character
Required;
Combo-box
User Input
Number
Protected
System
Generated
Character
Protected
Projected SLA Service Level
Agreement
covering the
affected
equipment.
agreement.id
Entitlement
entitlement.ref
Non-editable
field. System
automatically
checks to
determine if the
caller, based upon
the SLA, has the
right to help desk
service at the
current date/time.
Notify By
How the caller is
to be notified
when the call
report is closed;
can be None,
Email, or
Telephone
callback.type
User Input
Character
Combo-box
GL Number
Global Ledger
Number
gl.number
User Input
Character
Optional
Bill To
To where the bill
should be mailed
billto
dept/contact Character
s files
Radio button;
Optional; Fill
Asset ID
The identification affected.item
number of the
asset affected by
the incident
device file
Character
Optional; find;
fill
Type
Field
automatically
filled in from
device record of
the asset
device file
Character
Protected
affected.item
Table 1: New call — Call Detail tab (cc.incquick.g) t 495
ServiceCenter
Field Label
Description
Input Field
Source
Type
Field
Characteristics
Critical Asset
Check box to
indicate that the
asset is critical to
normal business
operations
affected.item
device file
Logical
Check box
Cause Code
Optional field that cause.code
links this ticket to
a Probable Cause
record.
496 uAppendix B—Field-Level Details
probable.cau Character
se file
Optional; fill
Application Administration Guide
Table 2: New Call - Resolution Detail Tab (cc.incquick.g)
The following table describes fields on the Resolution Detail tab.
Field Label
Description
Input Field
Source
Type
Call
Resolution
Details of the call’s
resolution
resolution
User Input
Array;
Character
Resolution
Code
Code given to the call resolution.code probcause.qbe.g Character
resolution.
Field
Characteristics
Optional
Optional; Fill
Table 2: New Call - Resolution Detail Tab (cc.incquick.g) t 497
ServiceCenter
Table 3: Existing call — Update tab (cc.incident.g)
The following table describes fields on the Update tab.
Field Label
Description
Field
Characteristics
Source
Type
Call Update: Description of the update temp.update
to the call/actions taken.
User Input
Array;
Character
Opened By:
Name of person
responsible for opening
the ticket
opened.by
System-genera Character
ted
At:
Time at which the ticket
was opened.
open.time
System-genera Date/Time Protected;
ted
systemgenerated
Updated By:
Name of person
responsible for updating
the ticket.
updated.by
System-genera Character
ted
At:
Time at which the ticket
was last updated.
update.time
System-genera Date/Time Protected;
ted
systemgenerated
Closed By:
Name of person
closed.by
responsible for closing the
ticket.
System-genera Character
ted
At:
Time at which the ticket
was closed.
close.time
System-genera Date/Time Protected;
ted
systemgenerated
GL Number: Global Ledger Number
gl.number
User input
Character
Optional
Bill to:
billto
User input
Character
Optional; Fill
Enter Name or
Department that is to be
billed for the provided
service.
498 uAppendix B—Field-Level Details
Input Field
Optional
Protected;
system-generate
d
Protected;
systemgenerated
Protected;
systemgenerated
Application Administration Guide
Field Label
Description
Bill Type:
Department
Bill Type:
Contact
Input Field
Field
Characteristics
Source
Type
One of two bill type
billtype
options to indicate who is
to be billed for the service;
may select either
department or contact.
dept file
Character
Radio button
option
One of two bill type
billtype
options to indicate who is
to be billed for the service;
may select either
department or contact.
contacts file
Character
Radio button
option
Table 3: Existing call — Update tab (cc.incident.g) t 499
ServiceCenter
Table 4: Existing call — Resolution Detail tab
(cc.incident.g)
The following table describes fields on the Resolution Detail tab.
Field Label
Description
Input Field Source
Type
Field
Characteristics
Resolution Code Fill function provides resolution. probable.resolution Character Optional: Fill
a list of similar
code
incidents from which
you can choose a
resolution. The
resolution code and a
description of the
steps taken to resolve
the incident are
entered in the
incident ticket.
Call Resolution
Text box where you
can enter details
about the resolution
of the incident.
500 uAppendix B—Field-Level Details
resolution
User Input
Array;
Optional
Character
Application Administration Guide
Table 5: New incident — Incident Details tab
(apm.quick.g)
The following table describes fields on the Incident Detail tab.
Field Label
Description
Input Field
Source
Type
Field
Characteristics
Ticket Status: Field changes as the status
incident progresses
through the stages
system-gener Character Protected;
ated
system-generat
ed
Category:
Classifies the
category
Incident ticket. If a
default category is
already specified,
this field will be
filled automatically.
Category File Character Required; fill
or User input
Subcategory:
More specific
breakdown of the
category.
subcategory
Subcategory
File or User
input
Product Type: Device product
type.
product.type
product.type Character Required; fill
or User input
Problem
Type:
Type of problem
being reported.
problem.type
problem.type Character Required; fill
or User input
Company:
Name of the
company from the
Company file.
company
company File Character Optional; fill
or User input
Description:
Description of the
incident
action
User input
Character Required
Owner:
ticket.owner
ServiceCenter
operator opening
the ticket. By
default, Incident
Management
automatically
enters the name of
the user who is
currently logged on.
Drop-down list
allows you to
change the ticket
owner.
System
Generated
from login
Character Protected;
systemgenerated
Character Required; fill
Table 5: New incident — Incident Details tab (apm.quick.g) t 501
ServiceCenter
Field Label
Description
Field
Characteristics
Input Field
Source
Type
Primary Asgn Group who will be
Group:
responsible for
resolving the
incident ticket.
assignment
User input
Character Optional;
combo box
Assignee
Name:
Person responsible
for solving the
problem.
assignee.name
assignment
File or User
Input
Character Optional; Fill
Second Asgn
Group:
backup assignment secondary.assignment
group responsible
for resolving the
incident ticket
User Input
Array
Optional;
Character Combo-box
Total Loss of
Service:
Device has total loss total.loss
of service.
User Input
Logical
Severity:
Indicates how
severity.code
pressing an incident
is for the caller. Can
be Critical, Major,
Medium, Low, or
Very Low.
User Input
Character Required;
Combo-box
Character Required;
Combo-box
Optional;
Check-box
Site Category: Enter the site
category
site.category
User Input
Cause Code:
cause.code
probable.cau Character Optional; Fill
se or User
Input
Defines the
probable cause of
the incident
502 uAppendix B—Field-Level Details
Application Administration Guide
Table 6: New incident — Actions/Resolutions tab
(apm.quick.g)
The following table describes fields on the Actions/Resolution tab.
Description
Input Field
Source
Ticket Status:
State of the incident.
problem.status
System
Character Protected;
Generated
system-generat
ed
Corrective
Actions:
Text box where corrective update.action
actions can be entered to
show how the incident
was resolved.
Candidate for
Knowledge
Database?
Check this box if the
solution would be useful
Resolution
Code:
Provides a list of similar
resolution.code
incidents from which you
can choose a resolution.
Resolution Code.
probable. Character Protected
cause;
resolution
Solution:
A description of the steps resolution
taken to resolve the
incident are entered in the
incident ticket.
User
Input
User
Input
solution.candidate User
Input
Type
Field
Characteristics
Field Label
Character Protected
Logical
Protected
Array;
Protected
character
Table 6: New incident — Actions/Resolutions tab (apm.quick.g) t 503
ServiceCenter
Table 7: New incident — Contact tab (apm.quick.g)
The following table describes fields on the Contact tab.
Field Label
Description
Input Field
Reported By: The Contact Name related contact.name
to the company from
which the call was
received. Click the Browse
button to select a Contact
Name from the QBE list of
contact names.
Source
Type
Field
Characteristics
contacts or Character Required; fill
user input
Full Name:
Field that is automatically first.name/last.na contacts or Character Optional
filled in from the contacts me
user input
record for this caller.
Phone:
Field that is automatically contact.phone
filled in from the contacts
record for this caller.
contacts or Character Optional
user input
Ext:
Field that is automatically extension
filled in from the contacts
record for this caller.
contacts or Character Optional
user input
Site Name:
Field that is automatically location
filled in from the contacts
record for this caller.
location or Character Optional
user input
Email:
Field that is automatically contact.email
filled in from the contacts
record for this caller.
contacts or Character Optional
user input
Room/Floor
Ref:
Field that is automatically room/floor
filled in from the contacts
record for this caller.
contacts or Character Optional
user input
Payroll No.:
Field that is automatically payroll.no
filled in from the contacts
record for this caller.
user input
Character Optional
Cost Center:
Field that is automatically cost.centre
filled in from the contacts
record for this caller.
user input
Character Optional
user input
Character Optional
Critical User: Field that is automatically critical.user
filled in from the contacts
record for this caller.
504 uAppendix B—Field-Level Details
Application Administration Guide
Table 8: New incident — Asset tab (apm.quick.g)
The following table describes fields on the Asset tab.
Field Label
Description
Affecting
Asset:
Input Field
Field
Characteristics
Source
Type
This field identifies the logical.name
failing component. It
uniquely defines
devices in the network,
and is linked to the
device file in the
Inventory/Configurati
on component of
PNMS. If a Logical
Name is identified
when a problem is
opened the device
information will be
copied to the problem
document
automatically
upon open.
device
(apm.device.vj)
Character Optional; fill
Type:
type
When you select a
Contact Name,
information related to
the associated
Affecting Asset will
automatically populate
this field.
User Input
Character Optional; fill
Cost Center:
When you select a
cost.centre
Contact Name,
information related to
the associated
Affecting Asset will
automatically populate
this field.
apm.device.vj
Character Protected
Serial No.:
When you select a
cost.centre
Contact Name,
information related to
the associated
Affecting Asset will
automatically populate
this field.
apm.device.vj
Number
Protected
Table 8: New incident — Asset tab (apm.quick.g) t 505
ServiceCenter
Field Label
Description
Description:
Input Field
Field
Characteristics
Source
Type
When you select a
cost.centre
Contact Name,
information related to
the associated
Affecting Asset will
automatically populate
this field.
apm.device.vj
Character Protected
cost.centre
Critical Asset: When you select a
Contact Name,
information related to
the associated
Affecting Asset will
automatically populate
this field.
apm.device.vj
Number
Make:
cost.centre
When you select a
Contact Name,
information related to
the associated
Affecting Asset will
automatically populate
this field.
apm.device.vj
Character Protected
Model:
cost.centre
When you select a
Contact Name,
information related to
the associated
Affecting Asset will
automatically populate
this field.
apm.device.vj
Character Protected
Asset
When you select a
logical.name
Information: Contact Name,
information related to
the associated
Affecting Asset will
automatically populate
this field.
problem.device.vj
Character Protected
User:
problem.device.vj
Character Protected
When you select a
logical.name
Contact Name,
information related to
the associated
Affecting Asset will
automatically populate
this field.
506 uAppendix B—Field-Level Details
Protected
Application Administration Guide
Field Label
Description
Install Date:
Maint.
Contract:
Input Field
Field
Characteristics
Source
Type
When you select a
logical.name
Contact Name,
information related to
the associated
Affecting Asset will
automatically populate
this field.
problem.device.vj
Date/Tim Protected
e
logical.name
When you select a
Contact Name,
information related to
the associated
Affecting Asset will
automatically populate
this field.
problem.device.vj
Protected
Table 8: New incident — Asset tab (apm.quick.g) t 507
ServiceCenter
Table 9: Update incident — Incident Details tab
(problem.template.update.g)
The following table describes fields on the Incident Details tab.
Field
Characteristics
Field Label
Description
Input Field
Source
Type
Ticket Status:
Current status of the
ticket.
problem.status
System
Generated
Character Protected;
System
Generated
Incident Title: Title of incident,
based on reported
incident.
brief.description
User Input
Character Optional
Alert Status:
Changes as the
incident ticket
progresses through
the stages
status
System
Generated
Character Protected;
System
Generated
Category:
Classifies the incident category
ticket.
category
record; User
Input
Character Protected
Subcategory:
More specific
breakdown of the
category
subcategory
subcategory
record
Character Required; Fill
Product Type: Device product type
product.type
product.type
record
Character Required; Fill
Problem Type: Type of problem
being reported.
problem.type
problem.type
record
Character Required; Fill
Manufacturer: The device
manufacturer
vendor
vendor record
Character Optional;
Combo-box
class record
Character Required; Fill
Class:
Related to the
class
Manufacturer; allows
the problem to be
classified with the type
of asset. For example,
Manufacturer = Dell,
Class = Laptop.
508 uAppendix B—Field-Level Details
Application Administration Guide
Field Label
Description
Input Field
Field
Characteristics
Source
Type
Contact Time: Time at which the
contact.time
technician starts to
work on a solution for
the incident.
System
Generated
Date/Tim Optional; Fill
e
Elapsed Time: Amount of time that
has passed since the
incident ticket was
opened.
System
Generated
Number
$elapsedtime
Protected;
System
Generated
Contract:
Contract covering the contract.id
affected equipment
servicecontract Number
record
Company:
Name of the company company
from the company
file.
company
record; User
Input
Contact:
Person to contact
about the incident
contacts record Character Protected
Owner:
Incident Management ticket.owner
operator who is
responsible for
resolving the ticket.
System
Generated
Character Protected;
System
Generated from
Login
Primary Asgn
Group:
The primary
assignment group
responsible for
resolving the ticket.
User Input
Character Optional;
Combo-box
Assignee
Name:
Person responsible for assignee.name
resolving the problem
assignment
record;
operator
record
Character Optional; Fill
Second Asgn
Group:
Backup assignment
secondary.assign
group responsible for ment, 1
the ticket.
User Input
Array;
Optional;
Character Combo-box
Hot ticket:
Flags a ticket
User Input
Logical
Optional;
Check-box
Total Loss of
Service:
Device has total loss of total.loss
service
User Input
Logical
Optional;
Check-box
Severity:
Indicates how
severity.code
pressing an incident is
for the caller
User Input
Character Required;
Combo-box
contact.name
assignment
hot.tic
Protected
Character Protected
Table 9: Update incident — Incident Details tab (problem.template.update.g) t 509
ServiceCenter
Field
Characteristics
Field Label
Description
Input Field
Source
Type
User Priority:
Indicates the priority
of the ticket; can be
Critical, Major,
Medium, Low, Very
Low.
user.priority
User Input
Character Optional;
Combo-box
Site Category:
Defines the type of site site.category
the suer is calling
from, and indicates
the level of support to
be dispersed
User Input
Character Required;
Combo-box
Cause Code:
Defines the probable
cause of the incident
cause.code
probable cause Character Protected
record
Site:
Name/ID of the site
site
User Input
Character Optional
Phone/Extensi Phone and/or
on:
extension of the
contact.
contact.phone
extension
contacts file
Character protected
Incident
Description:
action
User Input
Character Required
Description of the
incident details
510 uAppendix B—Field-Level Details
Application Administration Guide
Table 10: Update incident — Activities tab/Site Visit tab
(problem.template.update.g)
The following table describes fields on the Activities and Site Visit tabs.
Field
Characteristics
Field Label Description
Input Field
Source
Type
Date of
visit:
site.visit.date
User Input
Date/Tim Optional; Fill
e
Technician: Name of the site.visit.technician User Input
technician
sent to the site
to resolve the
incident.
Character Optional; Fill
(Contract
Details)
N/A
Date the
technician
visited the
site.
N/A
N/A
N/A
Contracted How many
Incidents: incidents are
allowed for
this contract.
contract.id
servicecontract.display.g number
Protected
Used
Incidents:
The number
of times an
incident has
occurred at
this site.
contract.id
servicecontract.display.g number
Protected
TAM:
Technical
Account
Manager
contract.id
servicecontract.display.g Character Protected
Phone:
TAM’s
contact
number
contract.id
servicecontract.display.g Number
Escalation:
Contact
contract.id
person for the
escalation of
the incident.
servicecontract.display.g Character Protected
Phone:
Escalation
contact’s
number
servicecontract.display.g Number
contract.id
N/A
Protected
Protected
Table 10: Update incident — Activities tab/Site Visit tab (problem.template.update.g) t 511
ServiceCenter
Field Label Description
Input Field
Source
Type
Field
Characteristics
Start Date:
Date Contract contract.id
goes into
effect.
servicecontract.display.g Date/Tim Protected
e
End Date:
Date contract contract.id
ends.
servicecontract.display.g Date/Tim Protected
e
Contracted How many
Site Visits: site visits
allowed for
this contract.
Used Site
Visits:
contract.id
servicecontract.display.g number
Protected
The number contract.id
of times a
technician has
visited this
site.
servicecontract.display.g number
Protected
512 uAppendix B—Field-Level Details
Application Administration Guide
Table 11: Update incident — Activities tab/Historic
Activities tab (problem.template.update.g)
The following table describes fields on the Activities and Historic Activities
tabs.
Field Label
Description
Input Field Source
Type
Field
Characteristics
Type:
Indicates type of activity
performed.
number.vj
activity.list
Character
Protected
Date/Time:
The date and time that the
activity was performed.
number.vj
activity.list
Date/Time Protected
Operator:
Name of the person
performing the activity.
number.vj
activity.list
Character
Protected
Description:
Details of the actions taken. number.vj
activity.list
Character
Protected
Filter by
Activity Type:
Select this button to filter by number.vj
type of activity.
activity.list
N/A
Button
Table 11: Update incident — Activities tab/Historic Activities tab (problem.template.update.g) t 513
ServiceCenter
Table 12: Update incident — Activities tab/Action
Resolution tab (problem.template.update.g)
The following table describes fields on the Activities and Action Resolution
tabs.
Field Label
Description
Corrective
Actions:
Field
Characteristics
Source
Type
Details of actions that have $pmc.actions
been taken towards
resolving the incident.
User
Input
Character Required
Type:
Indicates the type of action $apm.activity
taken.
User
Input
Character Required;
Combo-box
SDU unable
to fix:
Check-box to indicate the
incident was unresolved.
no.SDU.fix
User
Input
Logical
Solution:
Details of the solution, can
include the steps taken for
the incident’s resolution.
resolution
User
Input
Character Protected
Candidate
for
Knowledge
DB?
Check-box to flag the
solution.candidate User
solution as a good entry for
Input
the Knowledge database.
Resolution
Code:
Code for accessing the
resolution.
514 uAppendix B—Field-Level Details
Input Field
resolution.code
Logical
Optional
Protected
System
Character Protected
Generated
Application Administration Guide
Table 13: Update incident — Contact tab
(problem.template.update.g)
The following table describes the Contact tab.
Field Label
Description
Source
(Contact Tab)
This tab contains the contact’s contact.detail.subform
user information.
Table 14: Update incident — Asset tab
(problem.template.update.g)
The following table describes the Asset tab.
Field Label
Description
Source
(Asset Tab)
This tab populates with
information relevant to the
affected asset.
asset.subform
Table 15: Update incident — Attachment tab
(problem.template.update.g)
The following table describes the Attachment tab.
Field Label
Description
Input Field
(Attachment Tab)
Use this tab to attach relevant vj.number.1
documents to the incident
ticket.
Source
asset.subform
Table 13: Update incident — Contact tab (problem.template.update.g) t 515
ServiceCenter
Table 16: Update incident — SLA tab
(problem.template.update.g)
The following table describes fields on the SLA tab.
Field Label Description
Input Field
Source
Type
Field
Characteristics
SLA
A unique, system
agreement.id
Contract #: generated id number for
the agreement. This
number is used internally
by the system to track
relationships between
SLAs and their supporting
data.
System-genera Number
ted
Protected; System
Generated
Expiration: The expiration date of the agreement.id
agreement.
System-genera Date/Time Protected; System
ted
Generated
Service
Hours:
A shift is selected to define agreement.id
the service hours of the
SLA. The system uses the
value in this field to
determine service rights of
a caller on this SLA.
problem.sla.vj Number
Optional;
Protected
Target:
Performance target of the agreement.id
SLA. The value is
expressed as a percentage
and is used by the system
to determine if the SLA is
meeting its performance
goals.
problem.sla.vj Number
Optional;
Protected
Initial State: Incident ticket states. The agreement.id
system tracks and analyzes
the SLAs of all tickets
within the range of states
defined in each of these
fields.
problem.sla.vj Character Optional;
Protected
Final State:
problem.sla.vj Character Optional;
Protected
The range of time the
ticket was open.
516 uAppendix B—Field-Level Details
agreement.id
Application Administration Guide
Field Label Description
Name:
Input Field
Type
System
Generated
Character Protected
agreement.id
System
Generated
Date/Time Protected
A work shift is predefined. agreement.id
If this field is left blank,
the system assumes that
24 x 7 operation is
required.
System
Generated
Date/Time Protected
Response name for the
agreement.id
object. The name must be
unique within the SLA,
but the same name may
appear in other SLAs. This
name is used in reports
and by external feeds to
post response data into
the system.
Acceptable: Target time for response
of this object. Use the
format 00:00:00.
Schedule:
Field
Characteristics
Source
Table 16: Update incident — SLA tab (problem.template.update.g) t 517
ServiceCenter
Table 17: Update incident — Parts & Labor tab
(problem.template.update.g)
The following table describes fields on the Parts & Labor tab.
Description
Input Field
Source
Date:
Date on which the parts
were received
parts
User Input Array/Struc Optional;
ture
Part Number:
Identification number of part.no
the parts that were
received
Quantity Used: Indicates how many of
each part were used.
quantity
Type
Field
Characteristics
Field Label
User Input Character
Optional;
User Input Number
Optional;
Date:
Date on which the
date
technician performed the
labor.
User Input Date/Time
Optional;
Technician:
Name of the technician
performing the labor.
User Input Character
Optional;
Protected
User Input Number
Optional;
operator
Hours worked: Number of hours the
hours.worked
technician worked on this
incident.
518 uAppendix B—Field-Level Details
Application Administration Guide
Table 18: Update Incident — History tab
(problem.template.update.g)
The following table describes fields on the History tab.
Type
Field
Characteristics
System
Generated
Character
Protected
System
Generated
Date/Time
Protected
Name of operator who last updated.by System
updated the incident
Generated
ticket.
Character
Protected
(Updated) At:
Date and Time at which
update.tim
the incident ticket was last e
updated.
System
Generated
Date/Time
Protected
(Closed) By:
Name of operator who
closed the incident ticket.
closed.by
System
Generated
Character
Protected
(Closed) At:
Date and Time at which
the incident ticket was
closed.
close.time
System
Generated
Date/Time
Protected
(Reopened) By:
Name of operator who
reopened the incident
ticket.
reopened.b System
y
Generated
Character
Protected
(Reopened) At:
Date and Time at which
the incident ticket was
reopened.
reopen.tim System
e
Generated
Date/Time
Protected
Number
Protected
Field Label
Description
Input Field Source
(Opened) By:
Name of operator who
opened.by
opened the incident ticket.
(Opened) At:
Date and Time at which
open.time
the incident ticket was first
opened.
(Updated) By:
This incident has System generated field that asgnchg
been reassigned indicates the number of
x times.
times that the incident has
been passed from
assignment to assignment.
System
Generated
Table 18: Update Incident — History tab (problem.template.update.g) t 519
ServiceCenter
Table 19: Update Incident — Alerts tab
(problem.incident.update.g)
The following table describes fields on the Alerts tab.
Field Label Description
Input
Field
Source
Type
Field
Characteristics
Event:
number
bp.alert.status
Character
Protected
number
bp.alert.status
Date/Time Protected
Alert Stage: Current stage of the alert, can number
be: DEADLINE ALERT, alert
stage3, alert stage 2, alert stage
1, closed, open, reopened,
resolved, or updated.
bp.alert.status
Character
Description of the Alert.
Alert Time: Date and time that the alert
was recorded.
520 uAppendix B—Field-Level Details
Protected
Application Administration Guide
Update incident — Related Records tab
(problem.template.update.g)
Table 20: Calls tab
The following table describes the Calls tab.
Input Field Source
Type
Field
Characteristics
Field Label
Description
(Related
Calls Tab)
Tab that provides information vj.number.1 screlate.call.vj Character Protected
about any calls related to this
incident ticket. Information
provided is: Call ID, Open
Time, Owner, and Status.
Table 21: Related Incidents tab
The following table describes the Related Incidents tab.
Source
Type
Field
Characteristics
Field Label
Description
Input Field
(Related
Incidents
Tab)
Tab that provides
information about any
changes related to this
incident ticket.
Information provided is:
Incident Id, Open Time,
Status, Category, and
Description
vj.number.2 screlate.incident.vj Character Protected
Update incident — Related Records tab (problem.template.update.g) t 521
ServiceCenter
Table 22: Related Changes tab
The following table describes the Related Changes tab.
Field Label
Description
Input Field
Source
(Related
Changes
Tab)
Tab that provides
information about any
changes related to this
incident ticket.
Information provided is:
Change Number,
Category, Phase, Asset,
and Description.
vj.number.3 screlate.change.vj
Type
Field
Characteristics
Character Protected
Table 23: Related Quotes tab
The following table describes fields on the Related Quotes tab.
Field Label
Description
(Related
Tab that provides
Quotes Tab) information about any
quotes related to this
incident ticket.
Information provided is:
Request No., Category,
Current Phase, Status,
Approval Status, and
Description.
522 uAppendix B—Field-Level Details
Input Field
Source
vj.number.4 screlate.quote.vj
Type
Field
Characteristics
Character Protected
Application Administration Guide
Table 24: Related Root Cause tab
The following table describes fields on the Related Root Cause tab.
Field Label
Description
Input Field
Source
Type
Field
Characteristics
vj.number.5 screlate.rootcaus.vj Character Protected
(Related
Tab that provides
Root Causes information about any
Tab)
root causes related to
this incident ticket.
Information provided
includes: Root Cause ID,
Category, Status, and
Priority.
Table 25: Billing Information tab
The following table describes fields on the Billing Information tab.
Field Label
Description
GL Number: Global Ledger Number
Bill To:
Source
Type
gl.number
User Input
Character Optional
User Input
Character Optional; Fill
dept file
Character Radio Button
Contacts file
Character Radio Button
Name or Department
billto
that is to be billed for the
provided service
Bill Type;
Radio button option to billtype
Department: indicate who is to be
billed for the service;
select either Department
or Contact
Bill Type;
Contact:
Field
Characteristics
Input Field
Radio button option to billtype
indicate who is to be
billed for the service;
select either Department
or Contact
Update incident — Related Records tab (problem.template.update.g) t 523
ServiceCenter
524 uAppendix B—Field-Level Details
C
SLM-Related Reports
APPENDIX
This appendix contains a list and description of the SLM-related reports
packaged with ServiceCenter.
Read this appendix for information about:
n SLA Reports on page 526
n Device Availability on page 527
n Device Outages (Top Ten) on page 528
n SLA Device Availability Performance on page 530
n SLA Response Time Performance on page 531
SLM-Related Reports t 525
ServiceCenter
SLA Reports
The ServiceCenter service level agreement (SLA) module is shipped with
several prebuilt reports that can be printed with the ReportCenter utility.
These reports can be used internally, or they can be distributed to
organizations covered by a particular SLA, to describe the status of that
agreement. The following table lists the SLM module prebuilt reports. For
more information, see the ServiceCenter ReportCenter Guide.
Report Name and Description
File Name
Device Availability During the Year X, as shown in Figure C-1 Davailyr.rpt
on page 527. This report shows a monthly statistical history of
each device’s availability over a given year.
Device Outages (Top Ten) shown in Figure C-2 on page 528. T10dev.rpt
This report shows a count of system failures for each device.
Change History for X between Y and Z shown in Figure C-3 on Devchang.rpt
page 529. This report lists all planned changes for a given
device scheduled to start during a known date range.
SLA Device Availability Performance shown in Figure C-4 on Sladev.rpt
page 530. This report lists the target-to-actual device
availability ratios for each SLA.
SLA Response Time Performance shown in Figure C-5 on
page 531. This report lists the target-to-actual response time
ratios for each SLA.
526 uAppendix C—SLM-Related Reports
Slaresp.rpt
Application Administration Guide
Device Availability
The Device Availability report provides the device (object) availability for
each SLA for each month in the year specified. Availability percentages
appear in a graphical format with user–defined colors.
The year for which you want data displayed must be set as a parameter before
the report can be printed.
Figure C-1: ReportCenter report on device availability
SLA Reports t 527
ServiceCenter
Device Outages (Top Ten)
The Device Outages report displays a count of failures for each object
covered by an SLA.
There are no parameters to define for this report.
Figure C-2: ReportCenter report on device outages
528 uAppendix C—SLM-Related Reports
Application Administration Guide
Change History
The Change History report displays a list of all changes for a given device that
have been scheduled for a future time interval.
To display data, specify the year as parameter before you print the report.
Figure C-3: ReportCenter report on the change history of a device
SLA Reports t 529
ServiceCenter
SLA Device Availability Performance
The SLA Device Availability Performance report displays a listing of the
target-to-actual device availability ratios for each SLA. Actual performance is
compared to performance percentages guaranteed by the SLA.
The year for which you want the data displayed must be set as a parameter
before printing the report.
Figure C-4: ReportCenter report of device availability ratios
530 uAppendix C—SLM-Related Reports
Application Administration Guide
SLA Response Time Performance
The SLA Response Time Performance report is a listing of the
target-to-actual response time ratios for each SLA. Actual performance is
compared to performance percentages guaranteed by the SLA.
The year for which you want the data displayed must be set as a parameter
before printing the report.
Figure C-5: ReportCenter report on response time performance
SLA Reports t 531
ServiceCenter
532 uAppendix C—SLM-Related Reports
D
Events
APPENDIX
This appendix explains the integration of the SLM module with Event
Services.
Introduction
An interface has been created between the SLM module and Event Services
to post appropriate data regarding object availability and response time
performance. For more information concerning events and how to display
event records, refer to the Event Services Guide.
Three new event classes allow a system administrator to create an interface
(using SC Automate) with external sources that feeds information into the
SLM module. For further information on interfacing with external data
sources, refer to the SC Automate document for your operating system.
Availability events
Two classes of outage events have been created to track object availability:
n
outstart
n
outageend
Events t 533
ServiceCenter
outagestart
This event class is invoked whenever an object begins to experience
downtime. It has two parameters:
n
Object name
n
Start time of the outage
outageend
This event class is invoked when an object experiencing an outage comes
back online. It has two parameters:
n
Object name
n
Time the outage ended
Response event
One event class has been created to track response time data from outside
sources.
slaresponse
This event provides data to the SLM module about response time metrics. It
has five parameters:
n
Response name
n
Name of applicable SLA
n
Start time of the response
n
End time of the response
n
Reference key (for example, an Incident ticket number) of the event
triggering the response
534 uAppendix D—Events
Index
A
advanced search
changes 411, 426
option menu 369
Root Cause Security Profile 149
setting in profile record 364
SM Security Profile 54
alert stages, defaults 265
alerts
alert log 458
AlertDef 453
Change Management 381, 393
current alerts 453
description 451
duty table 457
Incident Management 111
log 458
risk calculation 447
approvals
accessing options 439
risk calculation 447
sequence 435
arrays
auto open tasks 397
expanding 361
assignment groups 78
attribute file
defined 172
examples 172
availability
agreements 287
escalations 265
guaranteed 272
thresholds 266
availability data
objects in single SLA 295–298
outage history of single device 299–301
single object 298–299
status of all SLAs 291
status of single SLA 293
C
calendar 271, 274, 275, 277, 301
call reports, sample data 19
capability words
Change Management 353, 374
Incident Management 67
Inventory Management 182–186
categories
adding 89–90
capability word access 374
change
creating 378–381
creating related records 379
deleting 382–383
description 371
printing 384
updating 381
Change Management 371
creating from existing record 91–92
defining for SLA 285
Index t 535
ServiceCenter
editing 90
overview 81
predefined 81
task
auto open 397
creating 378–381
creating related records 379
deleting 382–383
description 374
printing 384
updating 381
category/priority mapping 265
cause codes 99
CenterPoint Web site 14
Change Management
alerts 361, 381, 393
approvals
accessing options 439
approvals tab fields 436–439
sequence 435
capability word access flow 353
categories
Application 371
controlling access 374
creating by copying 378–381
deleting 382–383
description 371
overview 370
printing 384
Security 371
updating 381
change and task phases
accessing records 386–390
creating 400–406
deleting 407–409
description 384
printing 407
record fields 390–400
updating 407
validating 405
changes
accessing 409–417
categories 371
closing phases 418–422
components 348
536 u Index
queue 414, 428
reopening 423–424
sample data 19
updating 418
closing a task phase 433
Format Control 380–381
glossary 346–347
menu 409
phases, overview 370
Request for Change (RFC)
category 371
reviewer requirements 395
RFC - Advanced category 371
risk
calculation 446
calculation option 417, 432
example 447
setting max. 391
scripts 381, 398
search form 409, 425
security
capability words 353
environment record 357–358
group definition record 366–370
user profiles 358–366
security process flow 352–353
tasks
accessing 425–430
categories 374
closing phases 418–422
Options menu 431
reopening 434
updating 433
validity lookup option 416
workflow 348
charge back 311
configure module
fields 265
SLA configuration record 264
Contract Management
budget 323
configuration 312–314
contract wizard 340–343
Application Administration Guide
contracts
attachments 326
general information 321
rules 324
cost assessment
handle time 333
itemizing costs 335
labor 333
parts 335
creating contracts 327
currency
budgeted currency 323
conversion 215–217, 314
definition 217–219, 314
deleting service contracts 328
editing service contracts 328
entitlement checking
accessing 337
description 336
expense line 329, 331
features 311
labor performed detail 317–319
overruns 339
parts usage detail 315
sample data 19
service contracts
fields 321–326
repository 319
cost assessment
handle time 333
itemizing costs 335
labor 333
parts 335
currency
conversion 215–217, 314
definition 217–219, 314
D
data
samples 19
samples in system 19
define
profiles 22
device file
defined 171
form 175
primary and attribute files 170
device records
device availability 105
form 175
device types
creating 193–200
deleting a record 200
selecting records 191–192
updating records 200
devtype file 170, 190
downtime
availability in Incident Management 104
devices 105
resetting 122
duty table, alerts times 457
E
editing an SLA 280–281
education services 15
entitlement checking
accessing 337
Contract Determination Wizard 311
description 336
environment record
Change Management 357–358
description 44, 66
Incident Management 108–111
Root Cause Analysis 140
escalations
availability 265
description 112
response times 265
Event Services 62
events
availability 533
notifications 470
response 534
risk calculation 447
expense line, accessing 331
expressions, auto-fill fields 164
Index t 537
ServiceCenter
F
fields, using expressions to fill 164
Format Control
Change Management 380–381
Scheduled Maintenance 166
G
glossary 346–347
group definition records 366–370
group profiles, editing 32, 72
I
inboxes
administering 94–99
Change Management 414, 429
maintaining 56
Root Cause Analysis 151
saving 99
Incident Management
accessing 64
assignment groups, adding 78–81
capability words 67
categories
adding 89–90
creating from existing record 91–92
description 81
editing 90
cause codes 99
downtime 104
environment record
configuring 108–111
description 66
group profiles, editing 72
inboxes
administering 94–99
saving 99
incident tickets
description 62
severity 113
status 111
macro editor 104, 151
menu 65
operator record 66
538 u Index
personal profiles
adding 77
editing 72
privileges 73
probable cause
creating records 102
editing records 100
problem summary records 123
process 62
profiles
editing 71
Incident Management Profile 67
resetting downtime 122
security files, accessing 67
summary link 106
two-step close
inactivating a ticket 119–120
resolving a ticket 116–119
users, adding 69
incident tickets
inactivating 119–120
resolving 116
sample data 19
status 111
incident, scheduler 165
Inventory Management
adding ICM capability to operator record
182–186
adding users 203
attribute file 172
attribute file definition 172
creating new device type 193–200
device file 170
device types
deleting a record 200
selecting records 191–192
forms
attribute 175
device 175
join 175
generating Change requests 160
generating incident tickets 160
generating RM quotes 160
Application Administration Guide
hierarchy
child relation 175
container relation 175
parent relation 174
inventory records 205
join file 173
maintenance
history 160
tasks 159
parent/child relationships 178–180
PC software, fields 230
primary files
device 170, 171
devtype 170
profiles
adding 186
user 182
Scheduled Maintenance 159
service information (SLA)
accessing 208
deleting records 281
software installation records 253
updating device type records 200
IR Query 412, 427
J
join file 173
K
Knowledge Base 60, 152
L
labor performed 317–319
load balancing 165–166
log files 458
M
macros
editor 104, 151
list form 57
messages, notifications 470
metrics, accessing 289
N
notifications
events 470
messages 470
O
OLE containers
contracts 326
SLA record 277
operator record
capability words
Change Management 353
Incident Management 67
Inventory Management 182–186
description 44
Incident Management 66
Options menu, tasks 431
outage data, recalculating 282
outage history 299–301
outageend 534
outages
auto post 265
reports 528
tracking 260
outagestart 534
P
parent/child relationships 178–180
parts usage 315
Peregrine Systems
Corporate headquarters 15
Worldwide Contact Information 15
performance views 287
personal profiles, editing 32, 72
phases
change and task
accessing records 386–390
creating 400–406
deleting 407–409
printing 407
record fields 390–400
updating 407
validating 405
definitions 347
Index t 539
ServiceCenter
printing change and task phase records 407
priority, defining for SLA 285
probable cause
accessing records 58
cause code field 99
creating records 102
editing records 100
process flow diagrams
Change Management
approval 476
close 478
denial 477
open 474
reopen 479
retract 480
update 475
Incident Management
close 483
open 481
update 482
Inventory Management
delete 490
open 488
update 489
Service Management
close 487
create problem 485
quick-open 484
update 486
profiles
adding
ICM 186
Incident Management 77
Service Management 32–38
Change Management 358–366
defining 22
editing
Incident Management 71
Root Cause Analysis 146–150
Service Management 51–55
group 23
Incident Management 67
Inventory Management 182
Root Cause Analysis 140
Service Management 44, 53
540 u Index
R
reports
change history 529
device availability 527
device outages 528
response time performance 531
SLA performance 530
Request for Change (RFC), change category 371
response agreements 287
response time
escalations 265
thresholds 266
response time data
health of all SLAs 302–303
health of single SLA 303–306
single response type detail 309
single SLA 306–307
single SLA for one year 308
Response Times tab 274
risk, Change Management
calculation 361, 417, 432, 446
example 447
phases 391
Root Cause Analysis
environment record configuration 140
inboxes 151
Knowledge Base 152
profiles 140, 146–150
security administration utility
environment tab 142
security files tab 141
security files 140
users, adding 144
S
sample data 19
schedule records, repeat interval 165
scripting
Change Management 381, 398
risk calculation 447
security
CM category 371
process flow in Change Management
352–353
Application Administration Guide
service contracts
attachments 326
budget 323
creating 327
currency 323
deleting 328
editing 328
fields 321–326
general information 321
repository 319
rules 324
Service Management
environment record 44
group profiles editing 32
inboxes
administering 94–99
maintaining 56
saving 99
Knowledge Base 60
macro list 57
menu 43
operator record 44
personal profiles
adding 32–38
editing 32
probable cause 58
profile groups 23
profiles
description 44
determining 23
editing 51–55
group 23
privileges and views 53
relationship models 346
security administration utility
environment tab 46
security files tab 45
security files 44–45
users, adding 49
severity levels, incident tickets 113
SLA (Service Level Agreement) Management
accessing 208
accessing from Change Management 417
creating 269–271
editing 280–281
OLE container 277
records, field definitions 271
slaresponse 534
software installation records 253
SQL server, moving files to 165
status, incident tickets 111
summary link 106
T
tasks
categories 374
closing 433
definition 347
reopening 434
template, selecting 162
templates
automated task generation 157
generating tasks
from Inventory Management 161
from RM quotes 158
selecting 162
training services 15
two-step close
inactivating a ticket 119–120
resolving a ticket 116–119
type, duty table 457
U
user
adding
how to 203
Incident Management 69
Root Cause Analysis 144
Service Management 49
sample data 19
V
validity lookup option, Change Management 416
validity table processing, risk calculation 447
W
workflow, Change Management 348
Index t 541
ServiceCenter
542 u Index
May 28, 2003
Download PDF
Similar pages