Tailoring help topics for printing - HPE Software Documentation Portal

HP Service Manager
Software Version: 9.41
For the supported Windows® and UNIX® operating systems
Tailoring help topics for printing
Document Release Date: September 2015
Software Release Date: September 2015
Tailoring help topics for printing
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About this PDF Version of Online Help
This document is a PDF version of the online help. This PDF file is provided so you can easily print multiple topics from the help information or read the online help in PDF
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Contents
Tailoring
18
Tailoring Best Practices Guide
19
Environment configuration
20
Applying customizations to the production environment
Comparison of the tools to use for promoting customizations
20
21
Development auditing
22
Differential Upgrade utility
23
Unload script utility
24
Promote customizations from development to production
25
Best practices for promoting customizations
26
Development auditing
28
Access the development auditing utility
29
Turn the auditing on/off
30
View the audit history
31
Unload an audit delta
32
Purge audit records
33
Differential Upgrade utility
34
Patch records
34
Signature records
35
Checklist: Differential upgrade steps
35
Create or update a Patch record
36
Create Signature records on the production system
37
Move Signature records to the development system
38
Create the differential upgrade from the development system
38
Customize the Differential upgrade unload file
39
Create a differential upgrade unload from an internal file
40
Load the Differential upgrade into the production system
41
HP Service Manager Document Engine Guide
41
Revision control
41
Creating revisions
42
Create a baseline revision
42
Create a single revision
43
Revert to a previous revision
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Search for revisions
44
Purge revisions
44
HP Service Manager Wizards Guide
45
HP Service Manager Programming Guide
45
Data management
46
Fields and Keys tab
46
Add a field to a table
55
Edit a field in a table
56
Edit a record key
58
Update the size of a field
59
Cascade Updates
59
Cascade Update example
59
Create a Cascade Delete
60
Create a Cascade Update
60
Create a Cascade Update/Delete Configuration Record
61
Create the example Cascade Configuration Record
61
Create the example trigger record
62
Test the example Cascade Update
62
Data Policy
64
Access Data Policy
64
Data Policy expressions
65
Data Policy and the object record
65
Creating revisions
66
Create a Data Policy revision
66
Example: Create and manage a revision
66
Revert to a previous revision
67
Purge revisions
68
Data Policy and encryption
68
Change the encryption key value
69
Change the columns in a record list
69
Create an alias for your custom CI display name field
70
Define CI Auto Complete Table Columns
71
Specify a referenced table for a field
72
Specify a display field for a referenced table
73
Data validation
74
Accessing the validity file
75
Deleting validity record components
76
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Invalid application names
76
Invalid files and form names
77
Invalid field names
77
Printing validity definitions
77
Invoking validity table processing
78
Look-up processing
78
Format Control processes
78
Displayoptions
80
Display value summary details
80
Display range summary details
81
Create validity table definitions
82
Add field-level definitions
82
Add value definitions
83
Add range definitions
84
Validate the validity definitions
85
Delete an entire validity record
85
Delete a single value or range definition
86
Delete value or range definitions from a table
87
Print a detailed report of an entire validity record
87
Validate fields during record processing
88
Create a validity lookup option in Format Control
89
Call validate.fields from Format Control
91
Validity validation rules
Global lists
92
93
Lister
93
Global initer considerations
94
Returning a list to your client
94
Configuring lists with Format Control
94
Access a list record
94
Bind a list to a form
95
Build lists on startup
96
Configure lists with Format Control
96
Determine if a scheduler record exists
98
Determine if the regen cycle is realistic
98
Determine when a list was last regenerated
99
Move a Global List to a client
99
Regenerate all lists
99
Regenerate obsolete lists
100
Start the server side component of the global initer
101
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See a complete list of all the global lists on my system
101
Verify lister status and configuration
102
View changes to a list
102
Record tag localization utility
102
Localization process
103
Enable a table for tag localization
103
Access and localize message records
104
Create localized global lists
104
Invoking the localization utility
105
Codes
106
Defining a set of values for a codes-based global list
107
Accessing and localizing message records for a codes-based global list
107
Creating localized codes-based global lists
107
Associate a field with a codes-based global list
108
Message maintenance with record tag localization
109
Update message records for activated or deactivated languages
Help systems
109
110
Online Help system
110
Field help editor
110
Creating field help
111
Preparing to create field help
111
Show context–sensitive help debug information
112
Activate the command line
113
Set up the columns displaying the help record list
113
Turn on the Administration perspective
114
Access the help table
114
Access field help from the System Navigator
114
Determine the fields that a form contains
115
Determine the fields that a table contains
116
Determine whether help exists for a field
117
How does Service Manager determine which help record to display?
117
Add or edit help records
118
Review field help records
119
Sequential number setup
119
Sequential number file
120
Access the sequential number file
120
Create a simple number counter
120
Use decrement in sequential numbers
121
Use prefix and suffix in sequential numbers
121
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Update a sequential number record
122
Delete a sequential number record
122
Stored queries
122
Stored Query Maintenance utility
123
Using stored queries in display objects
123
Using menu buttons to run stored queries
123
Using stored queries to produce charts and marquees
124
Using stored queries in scripts
124
Menu option searches
124
Define which system processes manage message traffic
125
Grant access to stored queries
125
Add a stored query
125
Create stored queries from the Query Maintenance form
127
Run a stored query
128
Update a stored query
129
Form creation
Forms Designer
132
132
Access Forms Designer
132
Creating and editing forms
133
Create a form using the Form Wizard
133
Update a form
134
Using the drawing canvas
135
Forms Designer properties view
136
Setting properties
137
Forms Designer controls and tools
137
Attachments control
140
Button control
142
Calendar control
144
Chart control
146
Checkbox control
147
Combo Box control
149
Comfill control
153
Convert Form Layout tool
159
Date control
160
Decimal control
163
Dynamic Form control
165
Embedded Viewer control
166
File control
167
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Frame control
169
Graph control
170
Grid view tool
171
Group control
171
HTML Editor control
174
HTML Viewer control
176
Image control
178
Label control
179
Link label control
181
List Builder control
183
Marquee control
185
Notebook Tab control
186
Notebook control
187
Radio button control
188
Selection tool
190
Script control
191
Subform control
193
Table column control
194
Table control
198
Text area control
201
Text control
203
Timer control
206
Visualization control
208
Web Preview tool
209
Wrap label control
209
Enabling HTML in forms
211
Using the HTML Editor
211
Add an HTML Editor or Viewer to a form
212
Enable HTML Editor whitelist
213
HTML Editor controls
215
HTML Editor keyboard shortcuts
217
Add a subform to a form
Sort the data in a subform
Using pop-ups
217
219
219
Add a pop-up to a form
220
Add a dynamic form to a form
221
Building a graph diagram
223
Components of the graph
223
Defining the graph in XML format
224
W3C schema for graph diagram XML
226
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Valid values for graph elements and attributes
228
Referencing images in the XML for the graph control
230
Defining actions on nodes and edges in the XML for the graph control
231
Graph toolbar icons
233
Functions and displayevent definitions for actions in the graph diagram
233
Activate an action on a node or edge in a graph
234
Set the focus on the graph
235
Forms Designer best practices
235
Form design
236
Form layouts
237
Fonts
237
Web client forms
238
Collapsible sections
238
Sizing graphics
239
Form naming conventions
239
Building accessible forms
Accessible Web client forms
Dynamic View Dependencies
240
240
241
Use form dep.g to demonstrate Dynamic View Dependencies
243
Setting Dynamic View Dependencies properties
249
Using Dynamic View Dependencies vs. Data Policy
251
Field comparisons
251
Use field comparisons
Field value matching
Use field value matching
Dynamic functions
Use dynamic functions
Format Control
251
252
252
253
254
254
Format Control processes
255
Accessing Format Control
256
Open a Format Control record
257
Add a Format Control record
257
Using expressions in Format Control
258
Format Control system functions
259
Format Control Boolean (logical) fields
259
Format Control file variable
261
Turn on menu forms by using Format Control
261
Sequential numbering for Format Control
Sequential number file
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Data types of sequential numbers
262
Create simple sequential numbers
262
Create the form for simple sequential numbers
263
Create a database file for simple sequential numbers
263
Create a Format Control record for simple sequential numbers
264
Open the number file
265
Add a numbered record to the database file for simple sequential numbers
265
Create sequential number prefixes and suffixes
265
Create a Format Control record with prefixes and suffixes
266
Add a record with prefixes and suffixes
267
Array maintenance
268
Array structure maintenance functions
268
Add array structure maintenance options to a format control record
269
Test the array structure maintenance options I added
270
Sorting simple arrays
271
Sort simple arrays
272
Create the form for sorting simple arrays
272
Create the Format Control record for sorting simple arrays
273
Create a data record for sorting simple arrays
273
Determine parameters without using the RAD Editor
274
Invoke auditing from Format Control
275
Open the audit specifications table
276
Test audit lookup functionality
276
Add an audit specifications record
279
Define an audit specifications entry
279
Invoke auditing
281
Invoke auditing for joindefs tables
281
Set up event triggers
282
Add lookup functionality to Format Control
284
Special processing considerations: Incident Management
285
Special processing considerations: Change Management
285
Special processing considerations: master Format Control record
286
Special processing considerations: detail Format Control record
287
Special processing considerations: approval Format Control record
287
Format Control and eventout records
287
Format Control error messages
288
Common routines called from Format Control
289
Links
Understanding links
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Advanced link editing features
291
Specifying a link query
292
Copying fields by name during fill operations
292
Scalar/non-scalar field links
293
Keeping changes
293
Link dependencies within Service Desk
293
Document Engine master link record
294
Add a new link file
294
Modify an existing link
295
Test a link
295
Delete a link
296
Access advanced link maintenance
296
Copy information from structure fields to scalar fields
297
Link maintenance
297
Data relationships and the link file
298
Types of links
298
Find functionality
299
Fill functionality
300
Fill functionality with multi-select
301
Turn off multi-select functionality
301
Virtual joining functionality
301
Us.link
302
Variables used in links
302
Calling us.link
305
Skipping query writing
305
Accessing $File/dates
307
Find from and Fill to a $ variable
307
Find from and Fill to an array structure
307
The $fill.display and $fill.display.add functionality
308
Access the link record
308
Virtual joins
310
Understanding subforms
310
Example: Creating a virtual join
310
Build the sales form
311
Create the sales file
312
Create the sales record list
313
Add data to the sales file
314
Create the sales1 subform
314
Create the orders form
315
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Build the virtual join into the form
316
Build the link
318
Use the virtual join
318
Verify that the sales1 form works
319
Entity Relationship Diagram creation utility
319
Checklist: Creating an ERD record for an application
320
What is the required input for ERD Create?
320
Create an ERD definition
320
Create an ERD record
321
Modify an ERD record
322
Create manual relationships
323
What are Master link records?
323
What are related link records?
324
Associate a data policy record with an application
324
Checklist: Generating a DDL file
324
DDL mode
325
Generate a DDL file
325
Import a DDL file into a database modeling tool
326
Posting
327
Posting link records
328
Posting link line definition file
328
Types of posting available in Format Control
328
Confirming the posting routine
329
Posting variables
329
Automatic updates using Format Control subroutines
330
Identify field input values for posting
331
Create the link record for posting
331
Create the Format Control record for automatic posting
332
Open a request for posting
334
Manual posting using Format Control additional options
335
Create the link record for posting
336
Create the Format Control record for manual posting
337
Modify a hardware change request for posting
338
Use the confirmation function in the posting routine
340
Do manual posting with confirmation
340
Display functions
Menus
Menu record
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Button properties
343
Access menu records
343
Example: Adding a URL link to a menu
343
Customize System Navigator menu icons
345
Adding and changing the image icon for menu and toolbar items
346
Add or change the image icon for options menu and toolbar items
346
Common option icon names
347
Display application
350
Displayscreen definitions
351
Display application option definitions
352
Restricting access to display options
356
Selecting display options
356
Calling an application
357
Custom RAD
357
Creating displayscreen records
357
Displayoption database dictionary keys
358
Displayevent database dictionary keys
358
Access display records
359
Create a displayscreen record
360
Create a displayoption record
361
Define display conditions
362
Enable the Merge Conflicted Updates function for customized user operations
363
Task 1: Add a display option for the Merge Conflicted Updates function
364
Task 2: Add process call in the State record of a Service Desk Object.
364
Task 3: Enable auto merge operation for all operations.
365
Advanced functions
366
Service Manager macros
366
Macro conditions
366
Accessing macro records
367
Access a macro record
368
Create a macro
369
Definitions for macro forms
370
Macro list form definition
370
Macro editor definition
371
Macros provided with Service Manager
Publish and subscribe
371
373
Publish and subscribe workflow
373
Static messages
374
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Publish the static message
374
Modify the form for static messages
374
Modify the form for a simple marquee
375
Publish the marquee
375
Stored queries for management view publishing
376
Agent records for publishing
376
Create an agent record for publishing
Scheduling background processes for publishing
376
377
Establish the publishing interval in the schedule file
377
Load agents into the startup record for my system
377
Start background processes
378
Stop background processes
378
Define which system processes manage message traffic
379
Marquee processor
Establish the publishing interval in the marquee processor
379
379
Schedule file
380
Subscribing
380
Publishing in the RAD environment
380
Scripting
381
Scripts
382
Script forms
382
Script flow
383
Scripting processing flow
383
Diagramming the script flow
384
Using fill boxes in script forms
384
Executing scripts
385
Executing a script from Incident Management
386
Executing a script from displayoption
386
Executing a script from Format Control
386
Executing a script from a stored query
386
Script reports
387
Access a script record from a menu
388
Access a script record from the Database Manager
388
Create a script
388
Define the scripts
389
Define an initial script in an Incident Management profile record
391
Execute a script from a displayoption
391
Execute a script from Format Control
392
Delete a script
393
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Print a report on a script
Service Manager Web tier
393
394
Editing Web client keyboard shortcuts
395
Using the compact layout
395
Setting web client preferences
395
Set Web client preferences from the server
396
Optimize web client cache control
396
Branding the web client
398
Update the operator records to enable the branding rights
399
Specify the location for the branding files
399
Enable the branding menu in old applications
400
Branding implementation options
401
Additional branding implementation options
404
Web client forms
406
Configuring color indicator
407
Accessible Web client forms
409
Example: Running custom JavaScript from the Web client
410
Example: Sending Web tier URLs through e-mail notifications
410
Example: Notifying specified operators upon an incident update
415
Generating Web tier URL queries
417
Windows client
Administration perspective
419
419
Console view
420
Stopwatches view
420
XML views
421
Administrative views
422
Access an administrative view
Preferences
424
425
Set Windows client preferences
425
Appearance preferences
426
HP Service Manager preferences
427
Log preferences
428
Security preferences
429
Spell Checker preferences
429
Spell checker custom dictionaries
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Change the spell checker dictionary
430
Help preferences
431
Help Server preferences
432
Setting Windows client preferences from the server
433
Set Windows client preferences from the server
433
Views
433
Views
435
Fast views
436
Create a fast view
436
Related objects
437
Messages view
437
Active notes
437
View messages
438
Perspectives
438
Create a new perspective
439
Open a list of perspectives
440
Implementing version control for your tailoring
441
Version control process
442
Version control best practice
448
Create an operator record for each developer
448
Streamline the code repository versions
448
Turn off this function when it is not needed
449
Applications data file represented in XML
449
Parameters to import and export files
455
Send Documentation Feedback
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Tailoring
Service Manager Tailoring has information for System Administrators and implementers who install and
configure Service Manager. Use Service Manager Tailoring to make further changes to support sitespecific requirements, including special field validation, new or modified forms design, expanded or
varied workflow, and automatic notifications.
Tailoring is any change to standard functionality without changing actual code. For example, you can:
l
Change the look and operation of forms.
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Change default values for objects on forms that Service Manager uses for field validation.
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Create macros, scripts, and stored queries.
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Make changes to record definitions.
Important: Service Manager does not support excessive tailoring such as changing the user access of a
module. For example, the Incident Management module is intended for power users only; if you tailor
your system to make this module accessible through the employee self-service (ESS) interface,
unpredictable results could occur to your system. For more information about the Windows client and
different web client views, as well as their target user groups, see Windows client and "Service Manager
Web tier" on page 394.
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Tailoring Best Practices Guide
The HP Service Manager Tailoring Best Practices Guide aids Service Manager implementers who are
responsible for tailoring Service Manager. The guide also has best practices on the following topics:
l
How to create forms
l
How to write efficient queries
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How to create efficient RDBMS mappings
l
How to re-map an array
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How to manage global lists
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How to reduce upgrade conflicts
You can view and search this guide using Adobe® Reader, which you can download from the Adobe Web
site.
The Tailoring Best Practices Guide is available from the help.
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Environment configuration
A complete HP Service Manager environment consists of at least three different instances of Service
Manager:
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A development instance, which is used to customize Service Manager to the exact needs of the
customer
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A test instance, which is used to test these changes in a copy of the production system before
promoting the customizations into production
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The production instance itself
These topics focus on environment configuration options within the system. The main utilities that
enable environment configuration are:
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Development auditing — tracks changes to records during the development phase of
implementation.
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Differential Upgrade — moves changes from a development environment into a test or production
environment.
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Document Engine — defines processing rules for files.
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Revision control — reverts to a previous version of a file or format.
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Wizard creation tool — simplifies repetitive tasks.
Applying customizations to the production
environment
HP Service Manager offers the system developer different tools to make the transitions from
development to test, and from test to production, easier.
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Development auditing
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Unload script utility
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Differential Upgrade utility
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Environment configuration
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Revision control
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Change Management
Comparison of the tools to use for promoting
customizations
Each method of promoting customizations has advantages and disadvantages. The following table
compares what each method is capable of providing.
Note: Manual processing involves writing down each change as it is being made, and then unloading
records one-by-one manually via the Service Manager Database Manager. Manually unloading each
record takes a lot of time and is prone to errors.
Ability
Development
auditing
Unload
script
utility
Differential
Upgrade
Utility
Manual
Processing
Can monitor all files?
No. Hard-coded list of
tailoring files
Yes
Yes
Yes
Possible to specify a
detailed query?
By date only
Yes
Yes
Yes
Can select and deselect
records to unload?
Yes, by removing
records from the
devaudit file
No
Yes
No
Can do dbdict field merge?
No
No
Yes on fields,
but not on
keys
Yes, by changing
the dbdict load
option
Are changes to the record
included in unload?
All
Latest
Latest
Latest
Performance Ranking,
includes creating and
applying patch
Poor
Good
Excellent
Fair
Ranking by ease of use
Good
Excellent
Fair
Poor
Ranking by ease to set up
Excellent
Good
Fair
Poor
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Environment configuration
Development auditing
The development auditing utility (devaudit) tracks changes made to HP Service Manager records during
the development phase of Service Manager implementation. Whether you make a few changes or
extensively customize your system, it is critical to have a record of your changes to ensure loading of
the correct version when you move to production. With it, you can create an unload of your changes, and
load them into another system.
Note: The Differential Upgrade utility is a more powerful and flexible tool for this purpose. HewlettPackard recommends that you use it instead of the development auditing.
Though the auditing utility helps you find modified records, HP strongly recommends that you record
each change more extensively either using tools outside of Service Manager or using the Revision
control feature.
The development auditing utility tracks changes to the following files:
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application
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code
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datadict
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devaudit
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displayevent
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displayoption
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displayscreen
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enclapplication
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eventfilter
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eventmap
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eventregister
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format
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Differential Upgrade utility
The HP Service Manager Differential Upgrade utility enables a developer to compare the specified files
of two Service Manager systems to create a single unload file. The resulting unload file contains all the
necessary records to make the files identical between the two systems.
The Differential Upgrade utility simplifies the way you move changes from a development environment
into a test or production environment. You can also use this utility to move files between any two
systems, such as:
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Development and test
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Unit testing and acceptance testing
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Two different development systems
Important: HP recommends that you understand how to export files and create different types of
unload files before you use the Differential Upgrade utility.
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The Differential Upgrade utility, just like the upgrade utility that upgrades applications from one version
to another, relies on patch records and signatures. For more information on how to use the Differential
Upgrade utility, see the Service Manager online Help topics under "Application Development Differential Upgrade utility."
Unload script utility
The unload script utility enables system administrators to create HP Service Manager unload files
automatically. The unload script utility enhances the standard unload creation process in many ways.
With unload scripts, you can:
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Save records from multiple tables into a single unload file.
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Specify a query for each source table that filters the records added to the unload file.
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Purge records during the unload process.
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Specify which formats to protect during a purge process.
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Add related records from the data map file to the unload file.
The unload script utility is available in Tailoring. By default, Service Manager includes a collection of
unload scripts that you can use for common unload tasks. You can also use the default unload scripts as
templates to create your own customized unload scripts.
To create and use unload scripts effectively, you must be familiar with the Service Manager Database
Manager. You can create a query on any field in the file, but querying keyed fields improves system
performance and response time. You can create record queries using Structured Query Language (SQL)
syntax.
You can use the Purge/Archive utility to unload and purge records from one file; if you use datamaps,
you can use Purge/Archive to unload and purge related records as well.
After you load a .unl file to import data into Service Manager, you must stop and then restart the
Service Manager server. This ensures that the table changes are initialized.
Note: The Unload Script utility unloads tables using the binary unload file format.
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Promote customizations from development to production
1. Before you promote customizations from development to production, thoroughly document every
change made in the development system that will need to be part of the patch that is promoted to
production. The information that you collect in this documentation depends on the environment,
but should at a minimum include the following fields, which are mentioned in the log file:
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Change Number
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Request Description
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Task Number
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Task Description
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Change Requester
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Change Owner
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Record modified
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Date Modified
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Change Description
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Unload Name
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Patch Name
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Test plan
You can document changes either inside of HP Service Manager Change Management or by using
an external program such as Microsoft Excel.
2. Test all changes in the development system.
3. After all changes are documented, tested, and functioning in the development system, create a
single unload.
HP recommends that you:
a. Remove the field "keys" from the exclude list in the signaturemake file for the dbdict table
before creating the signatures on both production and development. That way, dbdicts that
had changes to the keys will be unloaded into the file that is loaded into test and then
production and these changes are easier to find.
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b. Use the Differential Upgrade utility to create a single unload file containing all changes.
c. Manually modify all keys that were changed in any of the dbdicts contained in the unload
4. After the single unload is created, perform the following steps:
a. Apply it to a test system that is a recent copy of the production environment.
b. Test the changes thoroughly.
c. Document any reported issues and fix these in the development system after each test
iteration.
d. Provide a repaired patch file (while still using a single unload file) to the testers at the
beginning of each test iteration.
5. After the unload is thoroughly tested and accepted, the latest unload can be applied to a
production system or to any other system that needs to be upgraded with the patch, such as a
training system.
Note: Do not modify the patch after this point. Address new issues found after testing is complete in the
next development cycle.
Best practices for promoting customizations
The following items are vital in any environment for successful customization of an HP Service Manager
system:
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The process has to be defined and consistently applied.
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All changes have to be done in one system, the development system, and must be thoroughly
documented.
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A single unload should contain all records that were customized. In some environments, many
developers work on developing customizations. In such environments, a central system should be
used to load the individual changes, using revision tracking. That central system can then be used to
create the unload.
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All changes must be tested in a central system, the test system, and issues found there must be
repaired in the development system.
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Have a well defined process
It is important that you have a well defined and documented process for proceeding from development
through test into production. A well defined process will promote user satisfaction and prevent delays in
the development cycle.
Document all changes
HP strongly recommends that you document each change made when you tailor the system, regardless
of how the promotion will be done.
Part of the development process should include documenting all changes. Changes can be documented
in an audit log that is stored outside of Service Manager, such as in an Excel® spreadsheet.
Another possibility is to use Service Manager Change Management for keeping track of all changes
done during the development process.
Important: You must keep track of every change done to the development system, so that no change is
lost when creating the patch unload.
Create a single unload
After the customizations are completed on the development system, create a single unload to apply to
the test system.
Warning: If you create and apply multiple unloads, you increase the possibility that records can be
overwritten or lost.
Use a development system
Make all changes in the development system. Making changes in the test system or directly to the
production system will cause the systems to become out-of-sync and more difficult to maintain.
Applying changes to a system that is out-of-sync with the system on which the changes were based will
most likely result in broken functionality.
Use a test system
Use a test system to apply the previously-created unloads and test their functionality. If problems are
found during these tests, they can be fixed in the development system where a new unload will be
created. Repeat this cycle until the test is successful.
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After testing is complete, you can apply the tested unload to the production system. Some companies
require training before an unload is released to production. You can apply the tested unload to a
training system first, and then to production. The benefit of having a single tested unload is that it can
be applied to as many systems as necessary.
Development auditing
The development auditing utility (devaudit) tracks changes made to HP Service Manager records during
the development phase of Service Manager implementation. Whether you make a few changes or
extensively customize your system, it is critical to have a record of your changes to ensure loading of
the correct version when you move to production. With it, you can create an unload of your changes, and
load them into another system.
Note: The Differential Upgrade utility is a more powerful and flexible tool for this purpose. HewlettPackard recommends that you use it instead of the development auditing.
Though the auditing utility helps you find modified records, HP strongly recommends that you record
each change more extensively either using tools outside of Service Manager or using the Revision
control feature.
The development auditing utility tracks changes to the following files:
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application
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code
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datadict
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devaudit
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displayevent
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displayoption
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enclapplication
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eventfilter
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Access the development auditing utility
Applies to User Roles:
System Administrator
To access the development auditing utility:
1. Click Tailoring > Audit.
2. Select a function from the Audit menu.
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Audit Log: The repository for data gathered during the audit. It displays the old and new values
of input field data, as well as who made the revisions and when.
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Audit Specifications: Provides instructions on how and when to perform an audit. Use it to
define files and fields that you want the audit application to monitor.
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Purge Audit History: After the development phase is completed and all related changes have
been transferred into the production system, you can purge the development audit data.
Ensure you carefully review the audit records in the Audit History record list before filling in the
date to purge files, as you cannot restore purged files.
o
Turn Auditing On/Off: Enable or disable file auditing. If auditing is on, the system creates a
separate audit record each time you make a change to a record and saves it to the database.
HP Service Manager contains a default set of audit records to enable you to track development
changes.
o
Unload an Audit Delta: Unload a change you made during the development phase. It is critical
that you check the audit files for the correct date of this delta. You need the date shown in the
Audit History form to enter into the Unload form. When the Audit Unload form opens, the
current date and time automatically fill in the Unload delta since what date? field. Type the
beginning date for the unload that is found in the View Audit History record list.
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View Audit History: Search for a particular audit record or view a record list of all audits stored
in the database from the Audit History form. It is important to look at this file before purging
audit records or unloading a development change to production.
Turn the auditing on/off
Applies to User Roles:
System Administrator
This function enables you to enable or disable file auditing. If auditing is on, the system creates a
separate audit record each time you make a change to a record and save it to the database. HP Service
Manager contains a default set of audit records to enable you to track development changes.
1. Click Tailoring > Audit > Turn Auditing On/Off.
2. Update one or more of the following functions:
o
Do you want to audit development changes?: Enables/disables auditing of development
changes. When selected, development auditing tracks the changes you make. You can put
those changes into an unload file and load them into another system.
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Do you want to keep backups of Changes?: Enables/disables backups of development
changes. When selected, development auditing creates a copy of the record you changed in the
same table. The name of the backup record is prefaced with AUDIT and the number of the audit
record and key. Restores the originals by renaming them to the original file name.
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Do you want to create auditdelete records on unload?: Enables/disables creating auditdelete
records on unload. When selected, development auditing tracks your deletes, and the unload
file makes the same deletes when you load it into another system.
3. Click Save and OK.
Best practices
Auditing should always be disabled on a production or test system, and enabled for development
systems (when auditing is used to promote from development to production).
When selecting auditing settings for a development system:
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Select Do you want to audit development changes?
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Uncheck Do you want to keep backups of changes?
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Uncheck Do you want to create auditdelete records on unload?
View the audit history
Applies to User Roles:
System Administrator
Search for a particular audit record or view a record list of all audits stored in the database from the
Audit History form. It is important to look at this file before purging audit records or unloading a
development change to production.
If some of the records should not be added to the auditing delta unload, you can either change the
search criteria of these records (such as changing the date to an earlier date) or delete the record
altogether if it should never be part of the delta and does not need to be documented as changed.
Note: Be aware that the same record may be included in the devaudit file several times, since each
change to a record is noted in devaudit.
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1. Click Tailoring > Audit > View Audit History.
A blank Audit History record opens.
2. Open an existing Audit record using one of the following procedures:
o
Enter any information you have from the record and click Search.
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Click Search or press Enter. If more than one record matches the search criteria, the result
screen is split with a record list at the top and the first record in the list open below.
Note: There is an entry for each time you add or update a form or file.
3. Click the entry you want to view. Information for this record is entered into the Audit History form.
4. Click Delete to remove the current record from the audit list.
The records have the following structure:
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Audit ID: 1
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Filename: format
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Keys: IM.update.incident
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Event Type: update
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Date: 01/14/10 12:31:29
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Operator: falcon
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Last Record: true
Unload an audit delta
Applies to User Roles:
System Administrator
To specify what the system unloads, you must first view the audit history. Remove records from the
development audit list by selecting them and then deleting them.
Important: Before unloading a change you made during the development phase, it is critical that you
check the audit files for the correct date of this delta. You need the date shown in the Audit History
form to enter into the Unload form.
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To unload the audit delta:
1. Click Tailoring > Audit > Unload an Audit Delta.
The Audit Unload form opens, and the current date and time automatically fill in the Unload delta
since what date? field.
2. Type the beginning date for the unload that is found in the View Audit History record list.
3. Type the path and file name that you want to send the unloaded data in the Send Data to Which
File? field.
4. Type the path and file name of the log for the audit unload process in the Enter Log Name Here
field.
5. Click Proceed. The Development Auditor menu opens with a message in the status bar indicating
how many records were unloaded.
The unload you create can be loaded into the test system, and eventually into the production system.
Note: You can view the contents of an unload file in Database Manager before loading it onto the new
system.
To view the contents of an unload file:
1. Open Database Manager.
2. Select Import/Load from the More Actions menu.
3. Select the file you want to load.
4. Click View Contents.
Purge audit records
Applies to User Roles:
System Administrator
After the development phase is completed and all related changes have been transferred into the
production system, you can purge the development audit data. You are prompted to specify the start
date for records to be purged. After the data is purged, it cannot be restored (unless an unload of the
devaudit file was performed beforehand).
To purge audit records:
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1. Click Tailoring > Audit > Purge Audit History.
The Audit Purge form opens with the current date and time filled in.
2. Replace the date displayed with the beginning date for the range of records you want to delete.
Warning: Ensure that you carefully review the audit records in the Audit History record list before
filling in this date. You cannot restore purged files.
3. Click Proceed. A confirmation prompt opens informing you how many records have been purged.
4. Click OK to complete the process and return to the Development Auditor menu.
Differential Upgrade utility
The HP Service Manager Differential Upgrade utility enables a developer to compare the specified files
of two Service Manager systems to create a single unload file. The resulting unload file contains all the
necessary records to make the files identical between the two systems.
The Differential Upgrade utility simplifies the way you move changes from a development environment
into a test or production environment. You can also use this utility to move files between any two
systems, such as:
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Development and test
l
Unit testing and acceptance testing
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Two different development systems
Important: HP recommends that you understand how to export files and create different types of
unload files before you use the Differential Upgrade utility.
The Differential Upgrade utility, just like the upgrade utility that upgrades applications from one version
to another, relies on patch records and signatures. For more information on how to use the Differential
Upgrade utility, see the Service Manager online Help topics under "Application Development Differential Upgrade utility."
Patch records
A patch record specifies which files the Differential Upgrade utility should compare, and creates a query
that limits the comparison to certain records within files. There must be a patch record for each system
in the comparison.
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Note: The query should limit the number of records to upgrade. The more files in the patch record, the
longer the Differential Upgrade process takes.
In a Differential upgrade comparison, you must have one patch record for each system to be compared.
The patch record must point to identical files in each target system and generate the same queries. You
can either create it once on each system; or create it on one system, unload it, and load it into the other
system. You may prefer to create customized patch records before you start the Differential Upgrade
process.
Note: Be sure to include all files that were modified during customizations that you promote to
production.
One method of limiting the number of records included in the patch record is to use the sysmodtime
field that many dbdicts contain. Service Manager updates this field automatically with each update of
the record. If the file does not contain a sysmodtime field, you can either add it before starting the
customization work on the development system, or use another limiting field such as update.time.
In the Patch record dialog box, you can specify that the Differential upgrade should perform Add only
processing on a specific file. If you choose this option, Service Manager adds only new records to the
Differential upgrade unload file and ignores changes to existing records in the development system.
Signature records
A signature for an HP Service Manager record is a numerical representation of the record. Any change
to the contents of the record causes the signature of that record to change, based on the definitions in
the signaturemake file.
You must create signature records for any record that you compare in the Differential Upgrade process.
The signatures file contains signature records.
Important: Never change a record in the signaturemake file.
Checklist: Differential upgrade steps
Applying a Differential upgrade from a development system to a production system requires these
steps:
1. Create separate Patch records for the development and production systems. The patch records
must reference the same files on each system.
2. Create Signature records for the production (target) system.
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3. Move Signature records to the development system.
4. Create the Differential upgrade from the development (source) system. You can create an external
unload file or an internal file.
5. Customize the Differential upgrade unload files. This is optional if you created an internal file.
6. Create a differential upgrade unload from internal files.
7. Load the Differential upgrade unload into the production (target) system.
Create or update a Patch record
Applies to User Roles:
System Administrator
To create or update a Patch record:
1. Click Tailoring > Differential Upgrade > Patch Records.
2. Type the name of the Patch record in the Patch Name text box.
3. Type a query (or false) in the Application Clusters text box. For example:
application ="app_name"
4. Type a query (or false) in the Format Records text box. For example:
name ="format_name"
5. Type the names of files to be included in the Patch record in the Dbdict fields.
6. Click the Add check box if you want to Add new records only. Otherwise, the Differential Upgrade
utility processes both updated and new records.
7. Type true, false, or an advanced query in the Query field for each file. True includes all records
from the file; false does not return any records. An advanced query enables you to customize the
results.
8. For a new Patch record, click Add.
9. To update a Patch record, click Save.
10. Click OK.
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There must be a Patch record for each system in the comparison. Each patch record must point to the
same files and records. You can create it once on each system, or create it on one system, unload it, and
load it into the other system.
Create Signature records on the production system
Applies to User Roles:
System Administrator
To create Signature records on the production system:
1. Click Tailoring > Differential Upgrade > Differential Upgrade Wizard.
2. Click Build Signatures.
3. Click Next.
4. Type the name of the system in the System Name text box. Remember the name because HP
Service Manager uses it in later steps.
5. Click the drop-down list to choose an existing Patch record for the named system. Remember that
there must be a Patch record for each system to be compared, and each Patch record must point
to the same files and records.
6. Browse to locate or define the Export Filename. This is an external file that will store the signature
records.
7. Optionally, click Signature RAD components for delete processing to delete all related RAD panel
components.
8. Click Run in background if you want background processing. If you run in background, Service
Manager creates a schedule record and creates the unload when the schedule record runs. If you
choose Run in background, do the following:
o
Click Repeat Daily to create signature records daily. This step is optional.
o
Click the drop-down list to choose the Date/Time to Run schedule for background processing.
9. Click Next.
If the process runs in background, the unload file will reside on the server. If the process runs in
foreground, the unload file location depends on whether you enable the Client Side Load/Unload option
on the client. Processes running in foreground post progress messages in Active Notes, if that option is
enabled.
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Move Signature records to the development system
1. Ensure the signatures file on the development system is empty.
2. Load the signatures file on the development system using the standard HP Service Manager
Import/Load utility.
If you choose background processing, Service Manager moves the signature records automatically.
Create the differential upgrade from the development system
Applies to User Roles:
System Administrator
To create the differential upgrade from the development system:
1. Click Tailoring > Differential Upgrade > Differential Upgrade Wizard.
2. Click Create Differential Upgrade.
3. Click Next.
4. Double-click the correct Patch record from the list of Patch records. This should be the same Patch
record specified when you created the production Signature records.
5. Type a descriptive name for the system you are building in Current Version.
6. Type the descriptive name for the system you are upgrading in Compare to Version. This should be
the System Name you specified when you built the Signature records.
7. Optionally, select Perform Delete Processing to delete records in the target system.
8. Decide whether you want to create an external or internal unload file. Depending on your choice,
complete Step 9 or Step 10.
9. To create an external unload file and a text file listing all records included in the unload file, click
Create Unload and do the following:
o
Click Next.
o
Click Browse to locate a file, or define an Export Filename for the unload file containing the
Differential Upgrade.
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Click Browse to locate a file, or define a Log Filename.
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Click Run in background if you want background processing. HP Service Manager creates a
schedule record and creates the unload when the schedule record runs. If you choose Run in
background, do the following:
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Click Repeat Daily to create signature records daily. This is an optional step.
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Click the drop-down list to choose the Date/Time to Run schedule for background
processing.
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Click Browse to locate the Path to Signatures unload where the signature file resides. For
background processing, the signatures unload file must be on the Service Manager server.
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Click Next. When the Differential upgrade is complete, the file named in Export Filename
contains the information that aligns the production system with the development system.
There will be a record for each difference between the development and production systems.
10. To add a record to the diffupg file for each record included in the upgrade, choose Create
Internal File and do the following:
o
Click Next.
o
Click Run in background if you want background processing. If you run in background, Service
Manager creates a schedule record and creates the unload when the schedule record runs. If
you choose Run in background, do the following:
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Click Repeat Daily to create signature records daily. This is an optional step.
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Click the drop-down list to choose the Date/Time to Run schedule for background
processing.
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Click Browse to locate the Path to Signatures unload where the signature file resides. For
background processing, the signatures file must be on the Service Manager server.
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Click Next. When the Differential upgrade is complete, there is one record for each record
included in the upgrade.
Customize the Differential upgrade unload file
Applies to User Roles:
System Administrator
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If you create an internal file, you can customize the unload file before processing begins. You can page
through the diffupg file to examine each record, and specify whether it is to be included in the unload
by selecting the Unload check box.
To customize the Differential upgrade unload file:
1. Ensure that you complete the steps to run the Differential upgrade wizard and create an internal
file.
2. Click Tailoring > Differential Upgrade > Differential Upgrade Records.
3. Click Search.
4. Choose a record from the list of Differential upgrade records. HP Service Manager displays the
record in the Differential Upgrade Results form.
5. Select or clear the Unload? checkbox to include or exclude the record from the Differential
upgrade process.
6. Click Next.
7. Repeat these steps until you page through all of the records in the file.
Note: Click Go To Record to view the complete record.
Create a differential upgrade unload from an internal file
Applies to User Roles:
System Administrator
To create a baseline revision:
1. Click Tailoring > Differential Upgrade > Create Differential Unload.
2. Type an Export Filename.
3. Type the System Name. You are creating differential upgrade unload records for only this system.
This is the name of the system listed in the differential upgrade records.
4. Click Next to create the unload.
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Load the Differential upgrade into the production system
Use the standard HP Service Manager import/load utilities to load the Differential upgrade unload file
into your production system.
HP Service Manager Document Engine Guide
The HP Service Manager Document Engine Guide aids Service Manager implementers and developers who
are responsible for tailoring Service Manager. The guide provides an overview of the Document Engine
and a description of the Document Engine components. It also includes a detailed example that
demonstrates how to use the Document Engine to implement a work order system in Service Manager.
You can view and search this guide using Adobe® Reader, which you can download from the Adobe Web
site.
The HP Service Manager Document Engine Guide is available from the help.
Revision control
Revision control provides developers and administrators with a means of reverting to a previous version
of a file or form. If during the process of creating or modifying forms you find an error, revision control
returns a working version of your file or form.
Revision control allows a developer to:
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Create a snapshot of a record
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Add SCR information and comments to the snapshot
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Replace the current version of the record with a working version of the record at any time.
Note: Every revision takes up as much disk space as the original record plus a few bytes for comments.
Use revision control in conjunction with the development auditing to track, record, and save changes to
your system. The development auditing utility provides a record of the changes to ensure that you load
the correct version when you move to production, whereas revision control documents these changes
and enables you to create working snapshots.
HP Service Manager handles revisions as part of the Document Engine. Revisions are available in all
utilities that use the Document Engine as base code, including Database Manager, Format Control, Link
Editor, Forms Designer, the RAD Editor, and others.
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The system stores revisions in a separate file whose name is specified in either the object record for
the file or in the datadict record. The system creates this revision file via an option on the Data Policy or
the object screen. Administrators specify the maximum number of revisions to store for each record in
a file. If you do not specify a number, an unlimited number is stored.
Administrators need to determine in advance in which files to track revisions and then do a minor setup
to establish them. Administrators also need to purge revisions prior to migrating to a production
system.
Creating revisions
The revisions option for Data Policy creates a revision database dictionary record, whose name is
specified on the Engine Specifications tab. You can create revisions either for an entire set of records or
for a single form or record. You must be at the start panel of the application you are working with to
create baseline revisions for an entire set of records. For example, you create a baseline revision of all
the forms in the Forms Designer from the Forms Designer main menu.
When you create a revision, you create a copy of the record only, not the associated database dictionary
record. As a result, any time a field is added to a database dictionary record, you add it to the revision
file database dictionary record.
Create a baseline revision
Applies to User Roles:
System Administrator
To create a baseline revision:
1. Open a search screen for a form or file that supports revisions. For example, the Forms Designer
application.
2. Click More of the More Actions icon.
3. Click Revision.
4. Click Create Baseline Revision. A dialog box opens.
5. Enter the SCR information or click Ok to begin.
The system creates a copy of all the records in the application, in this case every form in the
Forms Design application.
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Create a single revision
Applies to User Roles:
System Administrator
To create a single revision:
1. Open a form or file that supports revisions. For example, a RAD application in the RAD editor.
2. Click More of the More Actions icon.
3. Click Create Revision. The revision tracking panel opens.
4. Type in information relating to the revision. Make comments to help others understand the reason
for the revision.
5. Click Save.
A copy of the revision saves and you return to the main panel.
Revert to a previous revision
Applies to User Roles:
System Administrator
To revert to a previous revision:
1. Open the form you want to use a previous version of.
2. Click More or the More Actions icon.
3. Click Revision.
4. Click Revisions > Find Revisions.
5. Click the revision you want to restore.
6. Click Revert to this Revision from the More Actions menu. The system prompts you as to whether
you want to save the current version of the record as a revision. It is recommended you do.
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Search for revisions
Applies to User Roles:
System Administrator
To access the wizard creation tool:
1. Open an application that supports revisions. For example, the RAD editor or the Forms Designer.
2. Click More or the More Actions icon..
3. Click Revision > Find Revision.
You can search for revisions using one or more of up to five of the following search criteria:
o
syslanguage — Search for revisions by language indicator. For example, en for English.
o
name — Search for revisions by name. For example, cc.incquick.
o
Revision Date — Search for revisions by date in the format month/day/year.
o
Operator — Search for revisions by operator name. Enter the name of the operator that
created the revision. For example, SYSTEM ADMINISTRATOR.
o
SCR# — Search for revisions by SCR number. For example, 42.
Purge revisions
Applies to User Roles:
System Administrator
Purge scripts help administrators with revision maintenance. The sc.revision.purge.hanging script
purges all revisions that no longer have a parent record because the parent record was deleted or
renamed. The sc.revision.purge script purges all revisions from the system.
There are two options available when purging revisions.
To search for revisions:
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l
Purge All Revision Records removes all revisions from your system.
l
Purge Hanging Revisions removes only hanging revisions from your system. A hanging revision is a
revision with no associated file or form. For example, if you create a form, create a revision of the
form and then delete the original form, the revision remains on the system but with no associated
file or form.
Note: You can restore a deleted form from its revision file.
1. Log in as a System Administrator.
2. Click System Administration > Base System Configuration > Miscellaneous > Purge Hanging
Revision Records.
3. To remove hanging revisions from your system, click Purge Hanging Revisions Records.
4. To remove all revisions from your system, click Purge All Revision Records.
HP Service Manager Wizards Guide
The HP Service Manager wizard creation tool lets implementers and administrators add wizards to
applications within HP Service Manager to assist users with performing certain tasks. For more
information, refer to the Wizards Guide.
You can view and search this guide using Adobe® Reader, which you can download from the Adobe Web
site.
The HP Service Manager Wizards Guide is available from the help.
HP Service Manager Programming Guide
The HP Service Manager Programming Guide provides an overview of the RAD system language in Service
Manager. It also provides an overview of JavaScript functionality in Service Manager, using both
examples and descriptions of JavaScript objects, properties, methods, and functions.
You can view and search this guide using Adobe® Reader, which you can download from the Adobe Web
site.
The HP Service Manager Programming Guide is available from the help.
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Data management
These topics focus on data management within the system. The main utilities that comprise data
management are:
l
Cascade updates — alters the data in one or more dependent files to match changes made to data
in a source file.
l
Data Policy — applies values, sets mandatory fields, and validates at the table level.
l
Data validation — defines a field’s valid values.
l
Global lists — predefined lists within the system.
l
Customizing the Help system — provides administrators with instructions on how to customize the
online Help system.
l
Sequential numbers — used in conjunction with Format Control to generate sequence numbers for
records in a database.
l
Stored queries — retrieves and displays information by using predefined search parameters.
Fields and Keys tab
The Fields and Keys tab describes the properties of all fields and keys in a HP Service Manager table. For
administrators, this tab gathers field-related tasks into a central point of access.
The Fields and Keys tab contains the following sections and links. Some sections or links may not appear
unless they relate to the selected field.
Section or link
Description
Fields section
View, add, delete,
or edit a field or
array. A question
mark decorator
on the field icon
indicates that
there is a default
help record for
the field.
HP Service Manager (9.41)
Button or
property
New field
Button functionality
Comments
Create a field in the
tree.
Each field must a
have Service
Manager data type.
To create a new
array use the New
Array option first
and then add fields
to the array.
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Section or link
Description
Section or link
Description
Keys section
View, add, delete,
or edit keys.
Section or link
HP Service Manager (9.41)
Description
Button or
property
Button functionality
Comments
Delete
Remove a field.
Unavailable if the
table contains
records or the field
is a key.
New array
Create an array and a
child node (inner field)
that has the same
name and an
unspecified data type.
You must choose a
type for the child
node after you save
the array.
Search
field
Search for a field or
alias that contains a
specified string value.
Look for the field by
name, partial name,
index value, alias, or
Web Services API
name.
Button functionality
Comments
New
Create a new empty
key.
You must choose a
key type after you
save it.
Delete
Remove a key.
Up
Move the key position
up.
Not available for the
first key.
Down
Move the key position
down.
Not available for the
last key.
Button functionality
Comments
Button or
property
Button or
property
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Section or link
Description
General
properties
section
(fields and
arrays)
View or edit the
Service Manager
definition of fields
and arrays. The
System Definition
utility displays
these properties
when you select a
field.
HP Service Manager (9.41)
Button or
property
Button functionality
Name
Unique field name.
Comments
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Section or link
HP Service Manager (9.41)
Description
Button or
property
Button functionality
Comments
Type
Specify the Service
Manager data type of
the field.
The Service Manager
data types are
abstractions of the
RDBMS data types.
Index
Identifies the order
field within the Service
Manager definition.
The index of an
unsaved field is -1
until you save the
field.
Caption
Specify an optional
default label for this
field.
Forms Designer uses
this value to create
default column
labels and chart
titles. If you omit this
information, Forms
Designer creates a
caption from the
field name.
Unique in
domain
Appears only for a field
in a structured array.
Rename
the field
Click to change the field
name. Proceed with
caution. Renaming a
field can invalidate
existing queries.
Create/Edit
default
help on this
field
Click to open the field
Help Editor where you
can view, add, delete, or
edit field Help content.
Service Manager
accesses this help
record whenever the
field appears in a form.
Search for
Link to the field Help
If Service Manager
has add permissions
on the back-end
RDBMS, it
automatically
creates the new
field. Alternatively,
the Service Manager
administrator can
provide the RDBMS
administrators with
DDL for field name
change.
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Section or link
Description
Button or
property
specific
help on this
field in
forms.
Section or link
Description
General
properties
section
(keys)
View or edit the
Service Manager
definition of keys.
The System
Definition utility
displays these
properties when
you select a key.
HP Service Manager (9.41)
Button or
property
Button functionality
Comments
Editor where you can
click Search to view a
list of other help
records that will
override the default
help record for the
field. The best practice
is to create only one
help record for each
field. If you customize
the same definition for
each form where the
field appears, field help
maintenance increases
dramatically.
Button functionality
Comments
Type
Specify the data type of Be sure to
the key.
understand the data
in the field before
you change the
Service Manager
field type so that you
can select a
compatible data
type. HewlettPackard
recommends that
you do not change
the data type for any
unique keys in out–
of–box tables.
Add
Add a field to the key
from a list of valid
fields.
If Service Manager
has add permissions
on the back-end
RDBMS, it
automatically
creates a new index
based on the key.
Alternatively, the
Service Manager
administrator can
provide the RDBMS
administrators with
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Section or link
Description
Button or
property
Button functionality
Comments
DDL for the new
index.
HP Service Manager (9.41)
Remove
Remove a field from
the key.
If Service Manager
has add and drop
permissions on the
back-end RDBMS, it
automatically
removes the existing
index corresponding
to the key and
creates a new index.
Alternatively, the
Service Manager
administrator can
provide the RDBMS
administrators with
DDL for the new
index after the key
has been removed.
Up
Move the field up one
level within the key.
If Service Manager
has add and drop
permissions on the
back-end RDBMS, it
automatically
removes the existing
index corresponding
to the key and
creates a new index.
Alternatively, the
Service Manager
administrator can
provide the RDBMS
administrators with
DDL for the updated
index.
Down
Move the field down
If Service Manager
one level within the key. has add and drop
permissions on the
back-end RDBMS, it
automatically
removes the existing
index corresponding
to the key and
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Section or link
Description
Button or
property
Button functionality
Comments
creates a new index.
Alternatively, the
Service Manager
administrator can
provide the RDBMS
administrators with
DDL for the updated
index.
Button or
property
Section or link
Description
Aliases section
View, add, delete, New
or rename an alias
for a field.
Section or link
Description
SQL Mapping
section
View or edit the
SQL mapping of
Service Manager
fields in a backend RDBMS.
HP Service Manager (9.41)
Button functionality
Comments
Creates a separate
name (alias) that
Service Manager
applications can use to
find the field.
Field aliases must be
unique within a
table.
Delete
Removes the selected
field alias.
Deleting an alias
does not delete the
original field.
Rename
Renames the selected
field alias
Field aliases must be
unique within a
table.
Button functionality
Comments
SQL table
alias
Type the 3 character
name that Service
Manager uses to
identify what type of
back-end RDBMS table
the field definition
relates to. For example,
m1 refers to the first
main table and a1 to
the first alias table.
Service Manager
uses this name to
look up the actual
table name from the
RDBMS.
SQL field
name
Type the name of the
column in the back-end
RDBMS you want to
map to this field.
Make sure that the
you do not use any
special characters or
reserved words that
your RDBMS
excludes.
SQL data
Type the RDBMS data
Do not include the
Button or
property
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Section or link
Description
Section or link
Description
Data policy
section
View or edit data
policy rules for a
field.
Button or
property
Button functionality
Comments
type
type you want to use
for this field. You can
leave this value blank
for new fields and
Service Manager will
assign a default data
type.
length as part of the
data type. Use the
SQL data length field
for this information.
SQL data
length
Type the number
characters you want
this field to use. You
can leave this value
blank for new fields and
Service Manager will
assign a default data
length.
Do not include the
RDBMS data type as
part of the field
length. Use the SQL
data type field for
this information.
Button or
property
Button functionality
Comments
Default
value
Specify a default value
for the field.
Not valid for a field
in a structured array.
Enter an expression
by preceding it with
a carat (^). For
example, ^operator()
specifies that the
field contains the
current user log-on
name.
Data
encrypted
Encrypt the data in the
field.
Not valid for a field
in a structured array.
Match
table
Specify the name of a
table that has a key
relationship with the
new field.
Not valid for a field
in a structured array.
Match field
Specify the name of the Not valid for a field
field within the match
in a structured array.
table that has a key
relationship.
Section or link
Description
Button or
property
Button functionality
Editing rules
Describes the
Mandatory
The field must appear if Not valid for a field
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Button or
property
Section or link
Description
section
rules for viewing
or editing a field.
Specify true, false, Validation
rule
or a Boolean
expression.
Section or link
Description
Structured array Create a separate
properties
table that you can
access
independently. For
example, the
computer table
contains
structured arrays
that you can
access directly
through
System Definition
> Table Editor.
Comments
the value is true.
in a structured array.
Specify the Boolean
expression that must
be true for the field to
appear.
Not valid for a field
in a structured array.
Read-only
The field cannot change Not valid for a field
if the value is true.
in a structured array.
Invisible
The field must not
appear if the value is
true.
Not valid for a field
in a structured array.
Available in
lists
The field must appear
in a list if the value is
true.
Not valid for a field
in a structured array.
Button functionality
Comments
Separate
table
Check to create a table
that you can access
through the
Table Definition section
of the
System Navigator.
Valid only for a field
in a structured array.
Unique
table
The name of the
separated table. This
name is parent_table_
name+structured_
array_name+uniq. For
example:
computerdriversuniq.
Valid only for a field
in a structured array.
Attribute
table
The name of the
attribute table. This
name is parent_table_
name+structured_
array_name+attr. For
example:
computerdriversattr.
Valid only for a field
in a structured array.
Button functionality
Comments
Button or
property
Section or link
Description
Button or
property
IR properties
View or edit
Condition
HP Service Manager (9.41)
Button functionality
Specify a Boolean
expression that must
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Section or link
Description
information
retrieval rules for
the table.
Button or
property
Button functionality
Comments
be true if a table is
searchable.
Detail form
This section
appears only when
you select the
IR key definition
List form
for the table.
Return
field
Specify the form that
displays any record in
the list generated by a
query.
Specify the form that
displays the record list
generated by a query.
Specify the name of the
field to be written back
to the data source.
If you make any changes to fields or keys, click Save.
Add a field to a table
Note: You must use the Windows client whenever you need to add a new field/key to a database
dictionary table.
1. From the System Navigator, click Tailoring > Database Dictionary.
2. Place the cursor in the File Name field, and then click Search.
3. Select any table from the record list.
4. Click the Fields tab.
5. Place the cursor in a type structure to add a field to the structure.
6. Click New Field/Key.
7. Specify information for all required fields.
o
Choose a data Type from the list. For an array, choose the appropriate data type if all elements
are the same type. Otherwise, choose one of the following:
l
Text for an array of different data types
l
Structure for an array of structures
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o
Type a field Caption.
o
Click Rename field if you decide to change the name of the field.
o
Specify Data policy settings as needed for Default value, Validation rule, and Data encrypted
(encryption status).
o
Specify Match table and Match field values to define or enforce foreign key relationships. For
example, you can specify that the contact.name field in one table must match a valid
contact.name field from another table.
o
Provide Editing rules (display properties) for Mandatory display, Read-only, Availability, and
Invisibility.
o
If necessary, specify one or more Alias fields with a different name but the same index, level,
and type as a selected field.
8. Click Save.
Tip: You can edit any field or key directly from the System Navigator. Double-click the field or key to
view the details with the Table Editor.
Edit a field in a table
Note: You must use the Windows client whenever you need to add or edit a field/key in a database
dictionary table.
1. From the System Navigator, click Tailoring > Database Dictionary.
2. Place the cursor in the File Name field and click Search.
3. From the System Definition utility overview, click the Fields tab.
4. Click Edit Field/Key.
5. If necessary, click the plus sign (+) to expand array structures.
6. Click a field to view its general properties, data policy, and editing rules on the right side of the
window. Add or update any of the following:
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Section
Field
General
Type
properties
Description
You can change type if the field is one of these types:
Boolean
Date time
Decimal
Text
Changing the data type can produce unpredictable results.
Proceed with caution.
Aliases
Data
policy
Editing
rules
Caption
Field caption
Rename the
field
You can rename the field; however, proceed with caution.
Renaming a field can invalidate existing queries.
Create (or Edit)
default help on
this field
Create a new Help record or edit the existing Help record.
Search for
specific help on
this field in
forms
You can search for an existing field help topic to apply to this
field. Click Search to generate a record list of available field help
topics.
New
Click New, type a new alias name, and click OK.
Delete
Select an existing alias and click to remove it.
Rename
Select an existing alias, click Rename, type a new alias name,
and click OK.
Default value
A default value for the field is optional.
Data encrypted
(encryption
status).
Select or clear the checkbox.
Match table
Match field
Define or enforce foreign key relationships. For example, you
can specify that the contact.name field in one table must match
a valid contact.name field from another table.
Mandatory
Type true if the field must appear on the form.
Validation rule
Specify a condition that is true or false.
Read-only
Type true if users cannot change the field value.
Invisible
Type true if the field should be invisible.
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Section
Field
Description
Available in
lists
Type true if the field should appear in a list.
7. If you make any updates, click Save.
Tip: You can edit any field or key directly from the System Navigator. Double-click the field or key to
view the details with the System Definition utility.
Edit a record key
Applies to User Roles:
System Administrator
HP recommends that you do not change the data type for any unique keys in out–of–box tables.
To edit a record key:
1. Click Tailoring > Database Dictionary.
2. Type a file name and then use search to find the table.
3. Select a record to edit.
4. Click the Keys tab to edit.
5. Click a key to view or change its general properties.
o
Change the key type as needed. Proceed with caution if you change the key type to a more
restrictive value.
o
Click Add or Remove to change the content of the key.
o
For IR keys, you can also edit the associated IR properties.
6. To add a key, click New. A new key position appears in the Keys tree structure.
7. To remove a key, click Delete.
8. If a key is eligible to change position, click Up or Down.
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Update the size of a field
Applies to User Roles:
System Administrator
To update the length of a field in a table:
1. Click Tailoring > Database Dictionary.
2. Type the name of the table in File Name. For example, use rootcause to update the size of a field in
this table.
3. Click Search.
4. Select the field to update, dump for example.
5. Change the field SQL type from VARCHAR(30) to VARCHAR(100), for example.
6. Click OK.
Cascade Updates
The Cascade Update utility allows Administrators to maintain database integrity and consistency by
altering or deleting the data in one or more dependent files to match changes made to data in a source
file.
For example, incident records are linked to the contacts table by the contact name (probsummary,
contact.name = contacts, contact.name). If someone were to edit the contact record and change
contact.name, the associated incident records would lose their link and become orphaned. You could set
up a Cascade Update record to monitor the contact.name field in contacts and change the
contact.name field in related incident records to match accordingly.
Cascade Update example
In this Cascade Update example DEFAULT HQ has moved and now needs to update all of their contact
records to reflect the new location "DEFAULT CORPORATE". Use the Cascade Update Utility to
automatically update all DEFAULT HQ contact records when the location has been updated in the
DEFAULT HQ location record.
There are two phases to make this happen:
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l
Add a trigger record.
l
Add a Cascade Update Configuration record.
1. Set a trigger to monitor the location file and call the RAD application, cascade.update.wrapper,
when the location record is updated (After Update) in the location file.
2. Configure a Cascade Update Configure Record to update the location in all contact records
associated with that same location.
3. Test the Cascade Update.
Create a Cascade Delete
To set up a Cascade Delete between two related tables (for example probsummary and problem):
1. Open the erddef table using Database Manager.
2. Select or create the erddef record that defines the relationship between the two tables.
3. Select the Cascade Delete option.
4. Save and Exit.
Alternatively, you can use the Cascade Update tool and follow the instructions in that tool to set up the
Cascade Deletes there.
Create a Cascade Update
Applies to User Roles:
System Administrator
To create a Cascade Update:
1. Create a trigger record to monitor the source table.
2. Create a Cascade Update configuration record to set parameters for the update.
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Create a Cascade Update/Delete Configuration Record
1. Click Tailoring > Tailoring Tools > Cascade Updates.
2. Click Search.
A list of cascade update/delete configuration records opens.
3. Select a configuration record to open it.
4. Fill in all necessary fields.
Note: For more detailed information on the fields, insert your cursor in that field and press Ctrl+H.
5. Click Save to save changes to an existing record.
Caution: If you are attempting to add a new record from an existing record, make sure that you do
not click Save because doing so will replace the existing record with the new record. If you are
adding a new record, click Add.
6. Click Add to add a new record.
Create the example Cascade Configuration Record
1. Click Tailoring > Tailoring Tools > Cascade Updates.
The Cascade Update/Delete Config Record opens.
2. Type the following information in the Cascade Update/Delete Config Record:
o
Name: location
o
Type: After Update (Configuration Rules)
o
Target File: contacts
o
Execute Condition: location in $L.new~=location in $L.old
o
Update Type: Cascade Update
o
Source Key: location
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o
Target Key: location
o
Source Fields: location
o
Target Fields: location
3. Click Add.
HP Service Manager displays the message:
Cascade Update Config record updated.
Create the example trigger record
1. Click Tailoring > Database Manager.
2. In the Form field, type:triggers
3. Press Enter.
The trigger record opens.
4. Type the following information in the triggers record:
o
Trigger Name: update.contact.location
o
Table Name: location
o
Trigger Type: 4 - After Update
o
Application: cascade.update.wrapper
If you are configuring a Cascade Update for device records, type am.cascade.update.wrapper in
the Application field. This wrapper works with the device joindef files.
5. Click Add.
The message line indicates that the trigger record was added.
Test the example Cascade Update
1. Click Tailoring > Database Manager.
2. In the Form field, type the following: contacts
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3. Press Enter.
HP Service Manager displays a list of forms matching your search criteria.
4. Double-click contacts.
The contacts.g form opens.
5. Click Search.
Service Manager displays a list of all contact records.
6. From the pull-down options menu, select Modify columns.
7. Use the drop-down arrow to change the company field to location.
8. Click Proceed.
9. Click in the heading of the location column to sort the list so that all contacts with the same
location are shown together.
10. Open a second session of Service Manager.
11. Click Tailoring > Database Manager.
12. In the Form field, type the following: =location.
13. Click Search or press Enter. The Search location records form opens.
14. Click Search.
Service Manager displays a list of all location records.
15. Double-click on an ACME HQ record in the record list.
The ACME HQ location details form opens.
16. Change the location by typing ACME CORPORATE in the Location field.
17. Click Save.
Service Manager displays the message:
location record updated.
18. Revert to the first session of Service Manager, which is still showing the record list of contact
records.
19. Click Refresh.
20. All of the ACME HQ locations are now ACME CORPORATE.
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Data Policy
Data Policy enables System Administrators to apply default values, mandatory fields, and lookup
validations to a specific table. These policies, once set, are enforced across the entire system,
regardless of what form is being used to display the data.
Format Control performs many common data tailoring tasks in HP Service Manager, is often complex,
and is applied at the form level. If overused, Format Control can affect system performance. Data Policy
operates at the table level and achieves many of the same results as Format Control without the
complexity and without taxing system resources.
Access Data Policy
Applies to User Roles:
System Administrator
To access Data Policy from the System Navigator
1. Open System Definition > Tables > file_name > Fields > field_name.
The Fields and keys definitions for the application table form opens.
2. Edit the field properties in the Data Policy section, and then click Save to save your changes.
To access Data Policy from the Database Dictionary utility
1. Open the table (File Name) that you want to set Data Policy for in the database dictionary.
2. Select Data Policy from the More Actions menu.
The datadict.g form opens, containing the selected file.
3. Edit the file properties, and then click Save to save your changes.
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To search for Data Policy records
1. Open Tailoring > Data Policy.
2. Specify search criteria to select the records you want, or leave the form blank to see all records,
and then click Search.
3. Select a table (file) from the list.
4. Select Data Policy from the More Actions menu.
The datadict.g form opens, containing the selected file.
5. Edit the file properties, and then click Save to save your changes.
Data Policy expressions
Data Policy rules apply to the GUI presentation of data. This allows some degree of data control into
your system without the need to construct numerous different forms and views.
For example:
l
In the Invisible or Read Only fields, you specify an expression. If this expression evaluates to true at
the time the record is opened, any controls referencing the field in question are set to read-only or
visible, as appropriate
l
If you want only System Administrators to be able to modify the contact.name field in the contacts
file, use this expression: index("SysAdmin", $lo.ucapex)>0
The record’s database dictionary record defines the fields available on a file’s Data Policy record. You
cannot add new fields directly to a Data Policy record.
To see your changes to Data Policy you must restart the client by logging out of the system and logging
in again.
Data Policy and the object record
Data Policy control for a table can associate and expand with an object record. If there is an associated
object, the object offers control over revisions, IR searches, and record displays through SM Manage. If a
record in Data Policy has an object associated with it, the fields on the Engine Specifications tab are
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grayed out and unavailable. A button appears that takes you to the object record, where you can make
changes.
If a Data Policy record does not have an associated object, then the Engine Specifications and SM
Manage tabs contain fields you can edit that control revisions and display.
Creating revisions
The revisions option for Data Policy creates a revision database dictionary record, whose name is
specified on the Engine Specifications tab. You can create revisions either for an entire set of records or
for a single form or record. You must be at the start panel of the application you are working with to
create baseline revisions for an entire set of records. For example, you create a baseline revision of all
the forms in the Forms Designer from the Forms Designer main menu.
When you create a revision, you create a copy of the record only, not the associated database dictionary
record. As a result, any time a field is added to a database dictionary record, you add it to the revision
file database dictionary record.
Create a Data Policy revision
Applies to User Roles:
System Administrator
To create a Data Policy revision:
1. Click Tailoring > Web Services > Data Policy.
2. Click the Engine Specifications tab.
3. Type a revision file name in the Revision File Name field.
4. To limit the number of revisions allowed, fill in the Max # of Revisions field.
5. Click Create Revision File from the More Actions menu.
Example: Create and manage a revision
Applies to User Roles:
System Administrator
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The following example steps through the process of creating and controlling a revision. The example
uses the location file.
1. Open the location record in Data Policy.
2. Type a revision name on the Engine Specifications tab, for example type LocationRevision.
3. Type the maximum number of revisions allowed on the system for files controlled by this record.
For example, type 2.
4. Save the location Data Policy record.
5. Go to the Database Manager and type location in the Form field. A record list opens.
Every file in the record list is controlled by the Data Policy record Locations.
6. Select a record, for example ACME HQ, based in Chicago.
7. With the record open, click Revision > Create Revision from the More Actions menu. Include any
relevant text to help you understand the revision and its purpose. Label this revision one.
8. Make a change to the ACME HQ record and save.
9. Click Revision > Create Revision from the More Actions menu. Label this revision two.
The maximum number of revisions has now been reached for the files controlled by the Locations Data
Policy record. The next revision you make will eliminate the revision you labeled one.
Revert to a previous revision
Applies to User Roles:
System Administrator
To revert to a previous revision:
1. Open the form you want to use a previous version of.
2. Click More or the More Actions icon.
3. Click Revision.
4. Click Revisions > Find Revisions.
5. Click the revision you want to restore.
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6. Click Revert to this Revision from the More Actions menu. The system prompts you as to whether
you want to save the current version of the record as a revision. It is recommended you do.
Purge revisions
Applies to User Roles:
System Administrator
Purge scripts help administrators with revision maintenance. The sc.revision.purge.hanging script
purges all revisions that no longer have a parent record because the parent record was deleted or
renamed. The sc.revision.purge script purges all revisions from the system.
There are two options available when purging revisions.
To search for revisions:
l
Purge All Revision Records removes all revisions from your system.
l
Purge Hanging Revisions removes only hanging revisions from your system. A hanging revision is a
revision with no associated file or form. For example, if you create a form, create a revision of the
form and then delete the original form, the revision remains on the system but with no associated
file or form.
Note: You can restore a deleted form from its revision file.
1. Log in as a System Administrator.
2. Click System Administration > Base System Configuration > Miscellaneous > Purge Hanging
Revision Records.
3. To remove hanging revisions from your system, click Purge Hanging Revisions Records.
4. To remove all revisions from your system, click Purge All Revision Records.
Data Policy and encryption
Important: If you encrypted any field in your database, ensure that you store the KEY value defined in
the sm.ini file in a safe place. Without the correct KEY value, you will not be able to decrypt.
When the Data Policy for a table changes, the system checks to see if the encryption status changes. If
the status changes from false to true, each record in the file is read, the field is encrypted, and the data
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is written back to the file. If the status has changed from true to false, each record in the file is read,
the field is decrypted, and the data is written back to the file. The entire process includes reading and
updating each record in the file, which could result in performance loss.
Note: Once a field in a table is encrypted, users can no longer search for the contents of the field. The
field is not searchable.
Change the encryption key value
You can set the KEY value that encrypts data on your system with the encryptionkey parameter in the
sm.ini file. This field must be exactly 8 bytes in length. If you change the KEY value, then every field in
every file must be checked and re-encrypted. Changing the KEY value results in a significant
performance hit to the system while re-encryption takes place.
To change the encryption key value, perform the following steps:
1. Shut down the HP Service Manager server.
2. Restart Service Manager from the command line using the changeencrkey parameter. For
example, sm -changeencrkey:XXXX where XXXX is the new 8-byte key.
Starting Service Manager in this way decrypts all encrypted fields using the key defined in the
sm.ini file and then re-encrypts those fields using the key specified in the command line parameter
changeencrkey. The length of time the conversion takes depends on the size of the database and
the number of encrypted tables. You need to update your sm.ini file to the new key immediately
after performing this action.
Caution: Encrypting SQL data that is already mapped will increase the size of the data. Therefore, the
existing SQL mapping and column definition may not provide enough space to store the whole encrypted
value. Be sure to change the SQL data type to accommodate the new column size. If the encrypted value
gets truncated, the value can no longer be decrypted.
Use this formula to calculate the new column length:
encrypted_length = (unencrypted_length + 12) * 2.
Change the columns in a record list
Applies to User Roles:
All roles
To change the columns in a record list, follow these steps:
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1. Display any record list.
2. Click More or the More Actions icon.
3. Click Modify Columns to display a form that enables you to modify the columns (fields) that are
displayed in the record list. Each field appears in a table row that you can edit.
4. Click the column name row to select a new field from the drop-down list.
5. To add a column between two existing column, insert the cursor in an existing row, and then click
Insert Line. A new row appears above the current row. This creates a new column in the record list.
6. To specify the field to display in a column, select it from the drop-down list in the row.
7. To delete an existing column, insert the cursor by the name of the column that you want to delete,
and then click Delete Line.
8. To cancel your changes, click Back.
9. To return to the default column settings, click Use Default.
10. When you finish changing the columns, click Proceed on the Toolbar. The record list displays the
new column order.
HP Service Manager saves the column changes as a logon preference. Your logon preferences do not
affect other users.
You can also create customized views with different column ordering and save them as selectable
preferences to apply as needed. For more information, see "Create customized column views for record
lists" on page 1.
Create an alias for your custom CI display name field
Applies to User Roles:
System Administrator
In the out-of-box system, the device table uses the display.name field to store CI display names.
However, your production system may use a custom field to store CI names. For this reason, in the
device dbdict record, the sm.device.display.name field is created as an alias for the display.name
field. If your device table uses a custom field to store CI names, you only need to specify it in the data
policy record so that Service Manager automatically recreates an alias named sm.device.display.name
for it.
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Caution: Before your proceed, make sure that your custom CI name field has a character data type,
and is configured to be a No Nulls key and not a Unique key. If your custom field does not meet
these conditions, it is not available for selection from the Display Field drop-down list in the device
data policy record.
To create an alias for your custom CI display name field, follow these steps:
1. Open the device table from Database Dictionary.
2. From the More or More Actions menu, select Data Policy to open the data policy record.
3. In the Display Field field, select your custom CI display name field from the drop-down list, for
example, mycompany.ci.name.
Note: When you change the Display Field value, Service Manager removes the alias from the
previous field and adds it to the new field.
4. Click Save to save the data policy record.
5. Click OK twice to save the DBDICT record.
6. Open the device DBDICT record again, and verify that an alias named sm.device.display.name has
been created for your custom field (that is, both the custom field and the alias have the same
index number).
7. Execute the refreshSubscriptionDisplayName ScriptLibrary to update the CI information in
subscriptions.
Note: CI information in subscriptions is derived from the Display Field defined in the device
data policy record. This step is needed whenever you have changed the Display Field setting.
Define CI Auto Complete Table Columns
Applies to User Roles:
System Administrator
When a web client user enters CI information in the reference modules (such as Incident, and Change), a
drop-down table for Auto Complete is displayed, which lists a number of field values of the matching CIs
so that the user can easily select the right CI. By default, the following fields (columns) are displayed in
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the Auto Complete table: Display Name, CI Identifier, Type, Environment, and Assignment. You can
customize this field list.
Note: Auto Complete is always enabled for a field that has a referenced table defined.
To define the Auto Complete Table Columns for CIs, follow these steps:
1. Open the device data policy record.
There are several ways to do so. For example, open the device dbdict record, and then click More >
Data Policy.
2. Click the Auto Complete Table Columns tab, and then edit the existing list of fields.
The display.name field is always the first column in the Auto Complete drop-down table that is
displayed to users, even if you delete it from this tab. If you configure an empty or duplicate row,
the system automatically removes it when you save your configuration.
3. Save the data policy record.
Specify a referenced table for a field
The Data Policy for a table can define a referenced table for a field in the table. A referenced table is
the table that is referenced by the current field. From a business logic perspective, the current field
must be used to store the same data as the unique key field of the referenced table. For example, in
the out-of-box cm3r Data Policy record, the device table is defined as the referenced table of the
assets field (the Affected Configuration Item field). Once you have specified a referenced table, Service
Manager creates a link that points from the current field to the unique key field of the referenced
table.
Furthermore, the referenced table must have a Display Field defined. The current field displays the
values of the display field, instead of values of the unique key field of the referenced table. For
example, the Affected Configuration Item field in a Change record displays the CI display names (stored
in the display.name field), instead of the CI Identifier values (stored in the logical.name field).
This functionality automatically updates the CI data in the reference modules (such as Change, and
Incident) when a CI name is updated in the Configuration module so that data integrity is maintained
across the modules.
To specify a referenced table for a field, follow these steps:
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1. Click Tailoring > Data Policy.
2. Open the corresponding Data Policy record. For example, for the affected.item field in the cm3r
table, open the cm3r Data Policy record.
3. Select the Field Settings tab.
4. Select the field, and select a value from the drop-down list in the Referenced Table column. For
example, select device.
Note: Currently, only the device table can be used as a referenced table.
5. Click Save to save the Data Policy record.
In this example, Service Manager creates a link between the field and the logical.name field of the
device table, if the link does not already exist. In the link record, the logical.name field is the
target field.
Next, you need to specify a display field for the referenced table. This is the field of the referenced
table whose values will be displayed in the current field. The current field derives data from the display
field based on the unique key field of the referenced table. For details, see "Specify a display field for a
referenced table" below.
Specify a display field for a referenced table
You need to define a Display Field in the Data Policy (datadict) record of a referenced table. For
example, the out-of-box system defines the device table as the referenced table for the assets field of
the cm3r table, and defines the display.name field of the device table as the Display Field. Because of
this configuration, Affected CIs in a Change record are retrieved according to their CI Identifier values
and displayed as their display names.
Note: A referenced table must have only one field as the unique key. Currently only the device
table can be set as a referenced table.
To specify a display field for a referenced table, follow these steps:
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1. Click Tailoring > Data Policy.
2. Open the Data Policy record for the referenced table. For example, open the device Data Policy
record.
3. In the Display Field field, select a value from the drop-down list. For example, select Configuration
Item Name - display.name.
A display field has an alias defined in the dbdict record. When you change the Display Field value,
Service Manager removes the alias from the previous display field and adds it to the new field.
Note: A display field must meet the following conditions:
o
Has a character data type
o
Is not a Unique key field.
o
Is a No Nulls key field
4. Click Save to save the Data Policy record.
Data validation
The validity table enables you to define a field’s valid values in a list of values, a list of ranges, a
secondary file, and customized RAD subroutines. These values are then used for validating operatorentered data and for lookup processing (similar to HP Service Manager Find and Fill). These various
validity definitions are consolidated in one file, resulting in easy maintenance. This can be of significant
benefit when multiple forms access one database.
Validation routine
The value of a field is validated against a list of values (for example 10, 20, 30, or 40), a list of ranges
(for example 50 through 60), a secondary file (similar to the Format Control secondary file query) and
customized RAD subroutines. The fields within a file are validated in a particular order (for example
fieldx, fielda, fieldg), in alphabetical sequence (for example fielda, fieldg, fieldx) or according to a field
validation sequence number. The default processing of the validation routine validates the value of a
field against the definitions in the validity table. If the current value of a field is invalid, a summary list
of valid values and ranges is presented to the user. If no values or ranges are defined for the field, a list
of records from the secondary file is presented. The user can then correct the invalid value and
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continue processing; return to the calling application; or force the application to accept the invalid
value. The validity table also enables you to override this processing and execute customized RAD code.
User-defined processing statements
After determining that a field contains a valid value or range, user-defined processing statements are
executed. Validity processing continues to the next field in the validity definition table until all specified
fields are validated.
Each validity table definition contains four levels of definition:
l
Field Summary
l
Secondary File Query Information
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Values Summary
l
Range Summary
Maintenance procedures
When it is necessary to differentiate the maintenance procedures of these different levels, the order of
the documentation is Field level, Secondary Queries level, Values level, and Ranges level. For instance,
the section on updating shows how to update Validation Records at the Field Level, the Value Level, and
then the Range Level. All applications and procedures described refer to a unique maintenance
application that specifically supports validity table maintenance. If you access any of the validity table
databases with any other application (such as Database Manager), you must ensure that all data is
properly structured in order for the validity definitions to work correctly at run time. Hewlett-Packard
recommends that you always follow the documented Validity procedures.
Accessing the validity file
Following are the ways you can access the validity file.
l
Access Validity from a menu
1. Click Tailoring > Tailoring Tools > Data Validation. The Validity Table Specifications form opens.
2. Click Search. A list of validity maintenance records opens.
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l
Access Validity through Database Manager
1. Click Tailoring > Database Manager.
2. Type validity in the Form field, and then click Search. A list of the validity form records in your
database opens.
3. Double-click a validity Format Name record, and then click Search. The Validity Table Specifications
form opens.
4. Click Search. A list of data validation records opens.
l
Access Validity from the command line
1. Click Command in the System Administrator’s home menu.
2. Type validity in the command line.
3. Press Enter. The Validity Table Specifications form opens.
4. Type a field name or a file name in the form, and then click Search. The requested form opens.
Deleting validity record components
You can delete entire validity records or parts of records using several different methods.
l
Delete the entire validity record and all its components.
l
Delete a value or range definition from an individual record.
l
Delete value and range definitions from a table format.
Invalid application names
If you have entered an invalid application name in the Alt Application field in the Alternate Application
tab, a record list of valid applications opens and the following message appears in the status bar: The
Application Name is not valid. Select one from the list. Double-click on the correct application to replace
the invalid entry.
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Invalid files and form names
If any element of the Files/Formats field is not a valid database dictionary name or a valid form name,
the following message appears in the status bar: The name <name > is not a valid dbdict or
format. Search for database dictionary records. A record list of valid file names is displayed. Doubleclick on the correct file to replace the invalid entry.
If you have entered an invalid form name in the Files/Formats field and want to view a record list of
valid forms, open the More Actions menu and select Display All Formats. A record list of valid forms
opens. Double-click on the correct form to replace the invalid entry. If the form you select is not
associated with a file, you must respond by indicating the file with which the form will be associated at
run time.
Note: The file associated with the form must contain the Field Name. If it does not and the first
element in the list is being validated, you are prompted to select a valid field name. If the second or
greater element is being validated, you are returned to the original record with an error message.
To switch back to the list of files, select Display Table List from the More Actions menu.
Invalid field names
If you enter an invalid field name, the following message appears in the status bar: The field name <field
name > is not valid. A list of valid field names for the file you have entered opens. Select a valid field
from the list. The invalid entry is replaced by the field you have selected.
Printing validity definitions
A detailed report of a validity record has four main sections that display all the information contained in
the record and in the detailed summary forms:
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Field specifications
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Query specifications
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Values specifications
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Range specifications.
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Note: Any scalar field or array element that is greater than 60 characters in length is printed in its
entirety with the use of continuation lines. All elements of all arrays are also printed. All continuation
lines start with: ***
Invoking validity table processing
You can invoke validity table processing by calling the RAD application validate.fields in the Subroutines
process of Format Control. Invoke validity table processing to achieve the following two goals.
l
Validate the fields in a record during record processing.
l
Allow look-up processing during record editing (similar to HP Service Manager Find and Fill
capability).
Look-up processing
Calling the validity routine while a record is being edited simulates the Find and Fill functions. This gives
the user the ability to determine the valid values or ranges of a field before attempting to process a
record.
You can execute the validity look-up routine from these three places.
l
Format Control Additional Options
l
Format Control subroutines
l
Displayoptions
Format Control processes
There are eight major functional processes in Format Control that define the actions to be taken on a
record. Each of these processes has a separate form within the Format Control Utility.
Main information — This form is the entry point in Format Control and has several functions.
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Initializes fields or variables that are later used in the Format Control record. Initialization
expressions are the first operation performed for each evaluation of a Format Control record.
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Initially displays a value in a field when the record itself opens.
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l
Names special record list and initial query forms to use, sets up default sort sequences, and runs
scripts.
Forms — This section in Format Control has two main functions:
l
Specify alternate forms to display a list of records.
Note: This option cannot be used when the Record List (split screen) functionality is enabled.
l
Specify alternate forms to display a single record.
The formatcontrol option allows you to display the information using different Service Manager forms
based on conditions evaluated at run time. You can specify either QBE Forms to display a list of records
or Alternate Forms to display a record. You may want to specify different lists according to the user role
or capabilities.
By specifying alternate forms, whenever the condition is met, the user will have an option available
called "Alternate Forms" where the user can select the form to use to display the information.
Additional forms are useful to display different views such as financial or security information when the
condition specified is met.
Queries — This process enables you to extract information from a file other than the primary file in
order to perform calculations and validations and to report on information from more than one file.
Calculations — This process enables you to perform calculations on currently available fields or
variables. The fields needed for calculations may be variables, fields in the primary file, or fields in any
other secondary files that may have been queried.
JavaScript — This process enables you to call JavaScripts from Format Control.
Validations — This process enables you to set up a logical expression for checking data in fields or
variables on the form. The validation expression you set up must evaluate to true upon the desired edit
function for it to be successful. If the expression does not evaluate to true, a validation message opens,
and the specified operation fails.
Subroutines — This process enables you to call RAD routines from Format Control.
Additional options — This process enables you to define menu options you want available to users on
any form associated with the particular Format Control record. You can use Format Control to set up a
menu option called Validity Lookup. This option performs a validity check on the field of focus in the
form for which validity specifications have been defined. Invalid fields are highlighted and a message is
displayed in the status bar giving details on the type of error incurred.
Note: This feature calls RAD subroutines and is available in Database Manager only.
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Privileges — This process enables you to use security to control database options available to the user.
If the contents of a field evaluate to true at processing time, the corresponding button is available to
the user.
Displayoptions
You can create a Validity lookup option in the More Actions menu by creating a displayoption record. For
detailed information on creating displayoptions, refer to the Display application help.
Use the following values in the displayoption record:
Field
Value
Default Label
Validity Lookup
Condition
true
RAD Application
validate.fields
Separate Thread? true
Use the following values in the displayoption record:
Name
Value
name
cursor.field.name()
second.file $L.filed
cond.input
val("true", 4)
Display value summary details
Applies to User Roles:
System Administrator
You can display the details of a single entry in the values summary array, or view the details for all the
entries displayed in a scrollable form.
To display the details of a single entry in the value summary array:
1. Place your cursor on a line in the value summary array.
2. Select Options > Edit Line. The details for the entry are displayed.
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To display the details of all entries in the value summary array:
1. Place your cursor on a line in the value summary array.
2. Select Options > Display All Values in a validity record. Details of all the entries in the value
summary array are displayed in a scrollable list.
Note: You may edit or sort the contents of this record as you would any table in Service Manager.
To display the typical table editing controls in the tool tray:
Select Options > Edit Table.
Display range summary details
Applies to User Roles:
System Administrator
You can display the details of a single entry in the range summary array, or view the details for all the
entries displayed in a scrollable form.
To display a single entry in the range summary array:
1. Place your cursor on a line in the range summary array.
2. Select Options > Edit Line. The details for the entry are displayed.
To display the details of all entries in the range summary array:
1. Place your cursor on a line in the range summary array.
2. Select Options > Display All Values in a validity record. Details of all the entries in the Range
Summary array are displayed in a scrollable list.
Note: You may edit or sort the contents of this record as you would any table in Service Manager.
To display the typical table editing controls in the tool tray:
Select Options > Edit Table.
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Create validity table definitions
To create a new validity table definition, complete the appropriate records in the following order:
1. Add field-level definitions.
2. Add value definitions.
3. Add range definitions.
4. Validate the validity definitions.
Add field-level definitions
1. Click Tailoring > Database Manager.
2. Type validity in the Form field, and then click Search.
A list of the validity form records in your database opens.
3. Double-click validity.summary, and then click Search.
The Validity Table Specifications summary form opens.
4. In the Field Name field, type the name of the field in which you want to create a validation record.
5. In the Files/Formats field, type the name of the file or files in which this field is found.
6. Click Search to search for records that may already exist with this field.
7. If no record exists, click New to add your new record.
The following message appears in the status bar: Data Validation record added.
8. Complete the remaining fields in the form (including the other tabs) with the exception of the
Values Summary and Range Summary arrays.
9. Click More or the More Actions icon, and select Validate to validate the information you have
entered in the form.
If you have entered an invalid value in the form, a message appears in the status bar specifying the
error.
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10. Click Save when you have successfully validated your record.
A message appears in the status bar, stating that the Data Validation record has been updated.
Add value definitions
1. Click Tailoring > Database Manager.
2. Type validity in the Form field, and then click Search.
A list of the validity form records in your database opens.
3. Double-click validity.summary, and then click Search.
The Validity Table Specifications summary form opens.
4. Put the cursor in the first line of the Values Summary array.
5. Click the Options menu, and choose Edit Line.
The Validity Value Detail Specification form opens.
6. Complete the record as necessary, and then click Add.
Note: It is possible that the same range could be allowed under multiple conditions within the same
validity record; therefore, the system does not check for duplicate field values.
Important: If the character field starts with a < or > symbol, you must insert a blank space before
it. These symbols are dropped by the HP Service Manager parser, unless preceded by a blank
space.
The record is added and the buttons in the tool tray change. The following message appears in the
status bar: Range/Value successfully added.
7. Click Back to return to the validity record.
The system combines the values you entered in the Min Desc and Max Desc fields with the
relational operator you specified to produce the string that appears in the Values Summary array.
8. Put the cursor in the next blank line of the Values Summary array and repeat the above steps until
you have established all the ranges for your field.
9. Click Save to add the record to the validity file.
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Add range definitions
1. Click Tailoring > Database Manager.
2. Type validity in the Form field, and then click Search.
A list of the validity form records in your database opens.
3. Double-click validity.summary, and then click Search.
The Validity Table Specifications summary form opens.
4. Put the cursor in the first line of the Range Summary array.
5. Click More or the More Actions icon, and then choose Edit Line.
The Validity Range Detail Specification form opens.
6. Complete the record as necessary, and then click Add.
For additional information on writing conditions and expressions, see information on system
language in the related topics.
Note: It is possible that the same range could be allowed under multiple conditions within the same
validity record; therefore, the system does not check for duplicate field values.
Important: If the character field starts with a < or > symbol, you must insert a blank space before
it. These symbols are dropped by the HP Service Manager parser, unless preceded by a blank
space.
The record is added and the buttons in the tool tray change.
7. Click Back to return to the validity record.
The system combines the values you entered in the Min Desc and Max Desc fields with the
relational operator you specified to produce the string that appears in the Range Summary array.
8. Put the cursor in the next blank line of the Range Summary array and repeat the above steps until
you have established all the ranges for your field.
9. Click Save to add the record to the validity file.
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Validate the validity definitions
The validation routine ensures that field, file, form, and application names referenced in the definition
are valid. It also prompts for a data type if you have left the Field Type field blank.
To validate the validity definitions:
1. Open a validity record.
a. Click Tailoring > Database Manager.
b. Type validity in the Form field, and then click Search.
A list of the validity form records in your database opens.
c. Double-click a validity Format Name record, and then click Search.
The Validity Table Specifications form opens.
d. Click Search.
A list of data validation records opens.
e. Select a record.
2. Click More or the More Actions icon, and choose Validate.
If the validation routine detects an invalid entry, a message appears in the status bar and a form opens
with a list of field names to select the correct entry.
If all the record entries are valid, a message appears in the status bar stating that the validity record
entries are valid.
Delete an entire validity record
1. Open a validity record.
a. Click Tailoring > Database Manager.
b. Type validity in the Form field, and then click Search.
A list of the validity form records in your database opens.
c. Double-click a validity Format Name record, and then click Search.
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The Validity Table Specifications form opens.
d. Click Search.
A list of data validation records opens.
e. Select a record.
2. Click Delete.
The following prompt is displayed: Are you sure you want to delete this record?
3. Click Yes.
Delete a single value or range definition
1. Open a validity record.
a. Click Tailoring > Database Manager.
b. Type validity in the Form field, and then click Search.
A list of the validity form records in your database opens.
c. Double-click a validity Format Name record, and then click Search.
The Validity Table Specifications form opens.
d. Click Search.
A list of data validation records opens.
e. Select a record.
2. Place the cursor in the line containing the value or range definition you want to delete.
3. Click More or the More Actions icon, and choose Edit Line.
4. Click Delete in the detail form.
The following prompt is displayed: Are you sure you want to delete this validity detail?
5. Click Yes. You are returned to the validity record.
6. Click Save.
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Delete value or range definitions from a table
1. Open a validity record.
a. Click Tailoring > Database Manager.
b. Type validity in the Form field, and then click Search.
A list of the validity form records in your database opens.
c. Double-click a validity Format Name record, and then click Search.
The Validity Table Specifications form opens.
d. Click Search.
A list of data validation records opens.
e. Select a record.
2. Click More or the More Actions icon and choose Display All Values or Display All Ranges.
A Validity Value Specifications form or Validity Range Specifications form opens.
3. Access the table editing controls. Click More or the More Actions icon, and choose Edit Table.
4. Put the cursor anywhere in the record you want to delete, and then click Delete.
Warning: Make sure this is the record you want to delete. When you click Delete, you are not
prompted to confirm the command. Instead, the record is immediately removed from the table.
5. Repeat the process with any other value or range definitions you want to delete.
6. Click End to exit the table edit mode.
7. Click Back to return to the validity record.
8. Click Save.
Print a detailed report of an entire validity record
1. Click Tailoring > Database Manager.
2. Type validity in the Form field, and then click Search.
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A list of the validity form records in your database opens.
3. Double-click a validity Format Name record, and then click Search.
The Validity Table Specifications form opens.
4. Click Search.
A list of data validation records opens.
5. Select a record to open it.
Note: To generate a detailed report, the validity record must contain values or range definitions.
6. Place the cursor in a summary field containing a value.
7. Click More or the More Actions icon, and then choose Edit Line.
A detail specification record opens.
8. Click File >Print or the Print icon.
Validate fields during record processing
During record processing, the fields in a record can be validated one at a time or in a particular order.
Note: To invoke validity table processing, see the related topics. You must validate each validity table
definition before using it to validate data records.
1. Access the Format Control record for the form which you want to invoke validity table processing. If
a record does not already exist, you must create one. For details on accessing and using Format
Control, see the related topics.
2. Display the Subroutines process.
3. Enter validate.fields in the Application Name field.
Note: The logical values in the Add, Update, and Before fields are examples only. For information on
how to decide when Format Control is processed, see the related topics.
4. Enter the applicable parameters for validate.fields in the Name and Value fields using the
information from the following table:
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Name
Value
Description
second.file $file
Executes all validity table records (all fields) defined for the file
being processed.
name
Executes only one validity table definition (one field) defined for
the file being processed.
<field name>
Note: You can repeat this type of definition in the Format Control
subroutines section as many times as necessary. However, it is
more efficient to call the subroutine once and pass a list of the
fields to be validated.
names
<list of fields>
or $<variable>
Executes a specific list of validity table definitions defined for the
file associated with the form.
For example, define a $ variable in either the Initializations or
Calculations process of the Format Control record as:
$fieldlist={"reason", "risk", "planned.start"}
In the Subroutine call, specify the Value input as:
Name: names Value: $fieldlist
Note: You can use any variable name you choose, however, you
are responsible for ensuring that your variable name does not
corrupt a variable used by the application validate.fields.
text
current.format
() or <form
name>
Executes a specific list of validity table definitions defined for the
form just displayed to the user.
5. Enter a message in the Error Message field.
The recommended error message is: The original record is displayed.
If a message is not defined, an unfriendly error message is issued when returning to the data
record.
6. Click Save.
Create a validity lookup option in Format Control
Access the Format Control record for the form in which you want to invoke validity table processing. If a
record does not already exist, you must create one. For information on how to access and use Format
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Control, see the related topics.
1. Click Tailoring > Format Control.
2. Type a Name and then click Search.
Service Manager opens a list of Format Control records.
3. Click the record you want to update to open it.
4. Click More or the More Actions icon and choose Additional Options, or click Addl Options in the
form.
5. Enter the following field values:
Field
Value
Condition
for Option
true
Option
Validity Lookup
Application Application validate.fields
Error
Message
The original record is displayed.
Note: This is the recommended message. If this field is left blank, you will receive
an unfriendly error message when you return to the data record.
Reset on
Return
true
6. Enter the applicable parameters for validate.fields in the Name and Value fields using the
information from the following table:
Field
Value
name
cursor.field.name()
second.file $file
cond.input
val("true", 4)
Note: The data passed to the Boolean parameter must be a type 4 (hence the VAL()
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Field
Value
statement for the Value). As an alternative, a $variable could be defined in the
initialization expressions (for example $flag=true) and then passed to the
subroutine.
7. Click Add to add a new Format Control record.
8. Click Save to save your updates.
Call validate.fields from Format Control
1. Click Tailoring > Format Control.
2. In the Name field, type the name of the form for which you want to invoke validity table processing.
3. Click Search.
4. If a Format Control record does not exist for your form, create one. Click New.
5. Click Subroutines in the form, or select it from the More Actions menu.
6. Enter the appropriate parameters for validate.fields in the Name and Value fields using the
information from the following table:
Field
Value
name
cursor.field.name()
boolean1
false
second.file $current.file.variable
cond.input
true
7. Click Save to save changes to an existing record.
Caution: If you are attempting to add a new record from an existing record, make sure that you do
not click Save because doing so will replace the existing record with the new record. If you are
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adding a new record, click Add.
8. Click Add to add a new record.
Validity validation rules
l
Each entry must have at least one entry in the Files/Formats field.
l
Each entry in the Files/Formats field must be a valid database dictionary name or form name.
l
The Field Name must be defined in each database dictionary listed in the Files/Formats array or to
the database dictionary associated with the form.
l
The data type of the Field Name must be the same for each file listed in the Files/Formats array or
for the file associated with the form.
l
The Unique ID is a user-provided value that uniquely identifies the record.
l
The unique key of the validity table contains the following fields: field.name, sequence, and
filename. Each combination of the Field Name, Sequence, and each element of the Files/Formats
array in the validity record must also be unique within the validity table. This check is performed
before the record is added or updated. If duplicates are found, the add/update action is not
performed, and the following message is displayed: This record contains an invalid duplicate key.
l
The value in the Alt Application field must be a valid RAD application.
l
The Secondary File Query Filename value must be a valid database dictionary name.
l
The Lookup Fields must be defined to the Secondary Query Filename and their data types must be
the same as the Field Name.
l
The Val Fields must be defined to the Files/Format file and their data types must be the same as
the Field Name.
l
The Record list format must be a valid form name.
l
The value in the No Recs Option field must be the word Proceed, or Return. If neither is selected the
system defaults to Proceed when the record is validated.
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Global lists
The global initer and global lists work together to generate lists for the HP Service Manager system.
Global lists are stored in the system and are available to any application. Use the global lists tool to add
a combo box to a form that displays a list of values, based on a table in your database. For example, set
your combo box DisplayList value to $G.time.zones, and the system displays a drop-down list of time
zones from the tzfile file.
The global initer builds lists of records from the database. Generally, these lists are used to fill the dropdown lists in combo boxes on display forms. Examples of common lists include a list of all operators in
the system, all Incident categories in the system, or all assignment groups on file.
The Startup Lists global list stores all the global lists where the build.startup field equals true. The
global list is in the listrepository file. During logon, the system checks the listrepository entry and builds
all global lists in this file. If the global list file changes, the Startup Lists global list is marked as expired
and rebuilds the next time the lister background process runs. This updates the listrepository record.
Note: Since the lister background process does not run continually, there may be a slight delay between
the time a global list changes and when it appears in the listrepository record.
The global initer consists of two parts:
l
A server side element which generates and packages lists according to a user-defined schedule.
l
A client-side requester which queries lists from the server and places them into client-side memory.
Lister
To build a dynamic list, generate a list definition block. The background scheduler (lister) wakes up
every sixty seconds to search for obsolete lists and uses list definition blocks to generate new lists,
which are then stored in the list repository.
Once lister has built a list on the server, multiple clients can request and share the same list without
each client having to build its own copy. This method of building lists improves system speed and helps
server-side performance.
Note: Lister variables can be defined for scalar type fields only and not for array fields.
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Global initer considerations
l
For performance considerations of the Service Manager server, a global list should contain no more
than 2800 individual elements. Exceeding this limit may degrade the server performance.
l
The total size of the globallist record, which contains the full lists, cannot exceed the logical file
limit set for the system.
l
The sort field must be a key on the table which is used to generate the list.
l
No matter what you set as the reset time, the server initer can only refresh the lists once every time
its scheduler wakes up. Thus, if you have a list with reset time = 5 seconds and the scheduler runs
every 60 seconds then the list will actually refresh every 60 seconds.
Returning a list to your client
Use one of the following methods to return a particular list, or set of lists, to an HP Service Manager
client:
l
Build a list on startup.
l
Configure the lists with Format Control.
Configuring lists with Format Control
Use Format Control to ask for a list only when a specific form is displayed. This procedure is most
efficient when the form defined is not displayed frequently.
Access a list record
1. Click Tailoring > Tailoring Tools > Global Lists.
2. Enter optional search criteria, and then click Search.
A global list of definitions opens.
3. To create a new list, click Add.
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4. If you edit an existing list, click Save.
5. Click OK.
Bind a list to a form
Lists are bound to the forms they serve. The global variables are applied in Forms Designer.
1. Click Tailoring > Forms Designer.
2. Type the name of the form you wish to modify in the Form field of the Forms Designer dialog box.
For example, type: contact.detail.subform. This is the name of the subform used by
problem.template.open.g, problem.template.update.g, and problem.template.close.g to
display contact information.
3. Click Search.
The contact detail subform opens.
4. Click Design.
5. Add a combo box with a label called Time Zones to the form, using the following values:
Field
Value
Input
time.zones
ValueList
$G.time.zones
DisplayList
$G.time.zones
6. Wait for lister to refresh the time.zones global list, or go to the list definition panel ( Tailoring >
Tailoring Tools > Global Lists) and reset the refresh time.
Note: If you leave the DisplayList value blank, the contents of the ValueList will be used for both
lists.
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Build lists on startup
Once you have created a global list with the Build List on Startup option selected, Service Manager
automatically rebuilds the global list when users log in. This method moves the list to every client
machine, whether the user requires it or not.
Caution: If you have created a Global List variable without the Build List on Startup option enabled,
you need to manually rebuild the contents of the variable to make the variable ready for use. For
example, if you create a global list $G.test without selecting the Build List on Startup option and
you do not rebuild it manually, when you go to the RAD Debugger and type d $G.test, the RAD
Debugger returns a NULL value.
Tip: To avoid memory problems, you are recommended to enable the Build List on Startup option
only for global lists that have less than 250 items.
Use the following procedure to set the globallists record to build on startup.
1. Click Tailoring > Database Manager.
2. Type globallists in the Table field of the Database Manager dialog box, and then click Search.
3. In the List Name field, type the name of the list you want to view. For this example, type
time.zones.
4. Click Search.
The time.zones file opens.
5. Select Build List on Startup?.
6. Click Save.
7. Open an incident record to view the new field.
Configure lists with Format Control
1. Determine the base name of the form, which you added to your list.
2. Click Tailoring > Format Control.
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3. Type the base name of the form in the Name field.
For this example, create a new record for the form problem.template.update.
Note: If you add a combo box to a subform, attach the Format Control record to any base form
using that subform. (Do not attach the Format Control record to the subform itself.)
4. Click Search.
5. If a Format Control record does not exist for your form, create one. Click New.
6. Click Subroutines in the form, or select it from the More Actions menu.
7. Select Show Expanded Form from the More Actions menu.
8. Scroll to the first empty section and set up a Subroutine call using the following values:
Parameter
Value
Application name apm.global.initer
Names/Values
See next table
Before
true
Display
true
Names Values
Definition
names
{"time.zones"}
Array of lists to be moved
name
create
Action to perform (create lists)
9. Click Save to save changes to an existing record.
Caution: If you are attempting to add a new record from an existing record, make sure that you do
not click Save because doing so will replace the existing record with the new record. If you are
adding a new record, click Add.
10. Click Add to add a new record.
This Format Control record returns the time.zones list to all incident records displaying the Contact
Detail tab, regardless of mode.
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Calling the apm.global.initer several times from Format Control will not slow the system appreciably.
The system automatically keeps track of what lists are already on the client and will not recover them
unnecessarily; however, if you want the Global Initer to reassemble the list regardless, invoke it with the
refresh parameter (rather than the create value listed in the above). called with the refresh parameter,
the Global Initer returns all the lists passed to the names array, even if they are already in client
memory.
Determine if a scheduler record exists
1. Click Tailoring > Database Manager.
2. Type schedule in the Form field of the Database Manager dialog box.
3. Press Enter or click Search.
4. Open schedule from the record list (double-click the record or click Enter). A blank Schedule File
record is displayed.
5. Type List Runner in the Name field.
6. Click Search.
If a record is found, it will open for viewing and editing.
Determine if the regen cycle is realistic
1. Click Tailoring > Database Manager.
2. Type apm.global.list.entry in the Form field of the Database Manager dialog box.
3. Click Search.
A blank record from the globallists file is displayed.
4. Click Search.
5. Select the list you want to regenerate from the Record list.
6. Check the value in the Regen Every field.
Use a short time interval for lists that change frequently and a longer interval for lists that change
only occasionally.
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Determine when a list was last regenerated
1. Click Tailoring > Database Manager.
2. Type apm.global.list.entry in the Form field of the Database Manager dialog box.
3. Click Search.
A blank record from the globallists file opens.
4. Click Search.
5. Select the list you want to regenerate from the Record list displayed.
6. Check the value in the Expiration field to see when the list was last regenerated.
Move a Global List to a client
To move a global list into client side memory, you call a routine called apm.global.initer.
This routine accepts two parameters:
l
An array containing the name of the lists that you want.
l
A keyword, either create or refresh.
When apm.global.initer is invoked with the refresh parameter, it collects the newest version of its list
from the server, whether that list already exists in the client’s memory space. If invoked with the create
parameter, it collects a list from the server only if a copy does not already exist.
If you are programming in RAD, you can invoke apm.global.initer directly from your code. If you are
using the Global Initer to fill combo boxes for display on a form, you can invoke the Global Initer as a
subroutine using Format Control for the format in question.
Regenerate all lists
If none of the troubleshooting steps to this point have succeeded in regenerating your list, you should
regenerate all the lists in the system. This procedure makes all the lists in the system obsolete and
enables you to update the entire file.
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1. Click Tailoring > Database Manager.
2. Select Administration Mode.
3. Type apm.global.list.entry in the Form field.
4. Click Search.
A blank search form from the globallists file opens.
5. Click Search to display a list of lists.
6. Click Mass Update.
7. Click Simple Update.
A blank form opens. This form is identical in appearance to the lister record, but contains different
option buttons.
8. In the Expiration field, change the date to any date in the past. You can either type the date and
time, or select a date from the calendar.
9. Click Execute.
The expiration date of all the lists in the globallists file is reset.
10. Return to the home menu.
11. Type *aapm.server.initer in the command line.
12. Press Enter.
13. Log off HP Service Manager, and then log back on.
All the lists in the system are regenerated whether they are actually obsolete.
Regenerate obsolete lists
If you perform all the troubleshooting steps and the system still does not display the most current
version of your list, regenerate all the obsolete lists in the system. For a large system with numerous
obsolete lists, this procedure may take a few minutes.
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You can change the expiration date of a list to a date in the past prior to regenerating, in order to force
regeneration.
Note: If the expiration date of your list has not passed, the list will not be flagged as obsolete, and
therefore not regenerated.
Regenerate obsolete lists
1. Type *aapm.server.initer in the command line.
Running this application will force the system to regenerate all obsolete lists.
2. Log off HP Service Manager, and then log back on.
Start the server side component of the global initer
The server side component of the Global Initer consists of a routine called apm.server.initer. A
background scheduler called lister has been defined to run apm.server.initer.
If lister did not start with the system:
1. Click System Status on the System Navigator.
The System Status utility opens.
2. Click Start Scheduler.
3. Double-click lister.startup.
Every sixty seconds, lister checks and refreshes any global lists that have passed their reset time.
See a complete list of all the global lists on my system
1. Click Tailoring > Database Manager.
2. Type globallists in the Table field of the Database Manager dialog box.
3. Click Search.
A blank search form from the globallists file is displayed.
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4. Click Search.
A list of all the global lists opens. You can scroll through the complete list of records.
Verify lister status and configuration
1. Click System Status in the System Navigator.
2. Check to see if lister appears in the list of processes running on your system.
3. If lister in not on the list, click Start Scheduler.
4. Double-click lister.startup in the Startup Record list to start the program.
Note: Double-click startup to start all processes.
View changes to a list
1. Click Tailoring > Database Manager.
2. Type globallists in the Table field of the Database Manager dialog box.
3. Click Search.
A blank record from the globallists file is displayed.
4. Click Search.
5. Select the list you want to view from the Record list.
6. Check that the changes appear.
Record tag localization utility
The record tag localization utility allows for the localization of fields used to identify records in a given
table. Users may use this feature to translate such tags so that they display in their appropriate
translations when a user logs into a localized version of Service Manager. This allows the fields to
appear in the language of the session associated with the user rather than in their true saved form
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Localization process
Before you begin the localization process, make sure that all desired languages are activated in the
language table.
The localization process consists of four steps:
l
Enabling the table for tag localization by modifying the corresponding data policy record.
l
Updating all corresponding message records to contain the correct translations.
l
Creating global lists for the table that utilize these message records.
l
Invoking the localization utility to define the fields that will use these new global list values.
Enable a table for tag localization
To enable a table for localization:
1. Access the data policy record for the table.
2. On the General tab, check the Localized Table check box, which then makes the Localized Tag Field
available.
3. Set Localized Tag Field to the name of the field whose values you wish to localize. This provides the
localized record tag.
4. Save your changes.
For example: Use the following inputs to enable localization for the name field in the category table.
Field Name
Value
Localized Table
checked
Localized Tag Field name
Wait for the lister process to rebuild the localizedTables global list. When this is done, view the global
list to ensure that it includes the table you enabled for tag localization.
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Access and localize message records
Once localization is enabled, message records for each active language are created for every existing
record in the table. If English and French are enabled for your system, then English and French message
records exist for every category record once the category table is marked for localization. These
messages contain the following values:
l
Class: local:<TABLE>, where <TABLE> refers to the name of the table.
l
Message ID: <UNIQUE>, this refers to the values that make up the unique key of the record.
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Text: <LOCALIZED VALUE>, this refers to the value of the localized field. This is the value that needs
to be modified to contain the correct translation.
To access and localize these message records:
1. Access the table itself and bring up a record.
2. Click More or the More Actions icon and then select View Localized Record Tags. This lists every
message that corresponds to the record.
Note: The View Localized Record Tags action is available only for enabled tables that utilize the
db.view displayscreen. To make this option available for a table that uses a different displayscreen,
you need to create a similar displayoption record for that displayscreen.
3. Drill into each message record and modify the Text field so that it contains the correct translation
for the localized field.
4. Repeat these steps for the remaining records in the table.
Create localized global lists
The record tag localization utility makes it possible to localize a query-based list. You can use this utility
to localize lists that are defined by a query.
To localize a query-based global list:
Note:You must log out and then log back in for the global list change to take affect.
1. Create or access an existing global list record that is based on the Limiting SQL field.
2. Check Use Localized Values?.
3. Ensure that List Variable and Display Variable are set to different variable names.
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4. Save your changes.
5. Wait for the lister process to build the list.
Example: use the following inputs for Global List Definition:categories.active to return a list of all active
categories.
Field Label
Value
List Name
categories.active
Build List on Startup?
checked
List Variable
$G.categories.active
Display Variable
$G.categories.active.local
Limiting SQL
active=true or active=NULL
Use Localized Values?
checked
After the list is built, the localized lists for all active languages display in the table under the Value List
field on the Global List Definition form.
These lists are based on the contents of the message records that were updated in Accessing localizing
message records ("Accessing and localizing message records for a codes-based global list" on
page 107). The display variable will be bound to the display list for the language associated with the user
session.
Invoking the localization utility
Once the global lists are defined and built, you may invoke the localization utility to define the format
fields to utilize the global lists.
Note: To access the localization utility, click Tailoring >Localization Utility.
The localization utility is comprised of the following fields:
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Table Name: the table containing the fields you wish to localize.
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Field Name: a list of fields to localize.
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Global List: a list of global lists to be bound to those fields.
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Formats: a list of formats on which to apply each field-global list association.
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Example: Use the following inputs to bind the Category (category) field in the probsummary table to the
categories.active global list created in "Create localized global lists" on page 104. This example is set up
to take effect on the IM.update.incident format.
Field Label
Value
Table Name
probsummary
Field Name
Category
Global List
categories.active
Formats
IM.update.incident
After defining your requirements, you must save the record and click More or the More Actions icon and
then select Run Localization Utility to run the utility.
The localization utility:
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Updates the corresponding data policy record so that each specified field is set to the associated
global list in the Global List field.
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Updates all the listed formats containing these fields to use the display list values of the associated
global list.
The Messages pane of the localization utility screen displays a list of the updated data policy record and
all updated formats.
Note: Once the formats are updated by the localization utility, removing them from the Formats list and
rerunning the utility does not reverse the changes. The utility is designed to be a one-way process so
any reversions need to be made manually inside Forms Designer. Likewise, all data policy changes are
not reversed and will need to be reverted manually.
Once the localization process completes, all the defined fields should appear localized when displayed
using one of the converted formats. Instead of English, they display in the language associated with the
user session.
Codes
The codes table is a repository for storing user-defined values that you wish to localize. Enabled for
localization, codes leverage the record tag localization utility and may be used for localizing lists of
codes or status values. It offers an alternative to defining localized user-defined global lists without the
difficulties of having to hardcode and to maintain the values inside the global list definition record.
To access codes, click
Tailoring > Codes.
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Codes are comprised of the following fields:
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Type: a name by which to classify a set of values.
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Value: a value to be localized.
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Sort Order: a number indicating the sort order of this value.
Defining a set of values for a codes-based global list
When defining a set of values, a record needs to be created for each value and must be assigned to the
same type.
For example: Use the Codes function to create (define) a series of codes for the Boolean values true and
false.
Type
Value
Boolean false
Boolean true
Once all the codes are defined, proceed to "Accessing and localizing message records for a codes-based
global list" below of the localization process.
Accessing and localizing message records for a codes-based global
list
As with any table that is enabled for localization, the corresponding messages may be accessed from
each codes record by clicking More or the More Actions icon and then selecting the View Localized
Record Tags.
Once all the messages are updated to contain the correct translations, proceed with Creating localized
codes-based global lists.
Creating localized codes-based global lists
To define a global list for a set of codes, the global list definition must contain the following values:
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List Field: value
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Filename: codes
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Limiting SQL: type="<TYPE>", where <TYPE> refers to the type of codes you wish to localize.
In addition, you must:
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Check the Use Localized Values? check box.
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Ensure the List Variable and Display Variable fields are set to different variable names.
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Wait for the lister process to build the list.
Example: use the following inputs for Global List Definition:Boolean Values to create a localized list of
Boolean Values.
Note: that the example references records that were created in the example found in Defining a set of
values for a codes-based global list.
Field Label
Value
List Name
Boolean Values
Build List on Startup?
checked
List Variable
$G.booleans
Display Variable
$G.booleans.local
Limiting SQL
type="Boolean"
Use Localized Values?
checked
Associate a field with a codes-based global list
To associate a field with a codes-based global list, you map the field to the global list in the same way
you would with any other list.
Example: In the localization utility, use the following inputs to bind the Visible to Customer (cust.visible)
field to the Boolean Values global list. It will take effect on the probsummary.qbe.g format.
Field
value
Table Name
probsummary
Formats
probsummary.qbe.g
Use the following values for the Field Name and Global List entries.
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Field Name
Global List
Visible to Customer
Boolean Values
As a result of this operation, when you display a list of incidents, the column values for cust.visible
appear localized if the probsummary.qbe.g format contains that field.
Message maintenance with record tag localization
The messages utilized by the localization process are maintained in the following manner:
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If a record is added to the localized table, corresponding message records are created for it.
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If a record in the localized table is updated so that the localized field is changed, its message
records are deleted and recreated to reflect this. The Message ID of the new message records
contains the new unique ID and the Text field is set to the new localized tag field value.
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If a record is deleted from the localized table, its message records are removed from the system.
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If the data policy for a localized table is deleted, all corresponding message records are removed
from the system.
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If an enabled table is then disabled for localization, all corresponding message records are removed
from the system.
Update message records for activated or deactivated languages
If a language is made active, new message records do not get created for it. However, rather than
having to create these records from scratch you can perform the following steps.
To update messages for activated languages:
1. Access the data policy record for each localized table.
2. Click More or the More Actions icon and then select Update for Active Languages.
This creates message records for every active language that do not already exist.
3. Ensure that the new messages are properly translated.
4. Rebuild all applicable global lists to reflect the new changes.
Any languages that are deactivated or activated after launching the localization process are not
automatically accounted for. If a language is made inactive, none of the corresponding message
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records are removed. The records are left in the system in case the language is reactivated in the
future. Hence, they will need to be manually deleted if desired.
Help systems
Service Manager has two Help systems:
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The online Help system explains Service Manager concepts and how to use Service Manager
features. When you want to learn more about a feature or how to complete a task, online Help
explains what you need to know.
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The field Help system contains a help on the fields in a form. When you are filling a form with data,
field Help can tell you what information to provide in any field.
Note: In the web client, the field Help system is controlled by the disableKeyHelp parameter.
Online Help system
Service Manager 9.30 has a Web-based online help system, which consists of multiple documentation
plug-ins that are not customizable. The documentation plug-ins are containers for the Help system
XHTML topic files and each plug-in has two or three main folders:
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Concepts contains files that describe features and concepts
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Reference contains files of resource information, such as RAD function descriptions
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Tasks contains files with steps that you can follow to accomplish Service Manager tasks
Field help editor
The field Help system contains a help on the fields in a form. When you are filling a form with data, field
Help can tell you what information to provide in any field.
The Field help editor enables you to add and edit help for any HP Service Manager field, form, table,
term, or topic. Using it you can add a unique help record that describes the data in any field.
Service Manager stores field help as records in the help table. The table has fields that enable you to
specify the brief description, detailed description, table name, form name, field name, related
information, term and topic for a help record.
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You can add, edit, or delete individual help records through the Field help editor. Alternatively, since the
field help is stored in a standard Service Manager table, you can use the standard table related
functions to add, edit, or delete batches of help records, including import, export, load, unload, and
mass add, update, and delete.
You can run queries to find records in the help table, just as you would on any other Service Manager
table, using either the standard QBE search, or the Advanced search functions.
Creating field help
When creating field help, keep in mind that the forms you see as you step through a process may not be
the ones the user sees. What you are looking at is, most likely, not the only place the field is displayed.
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The forms displayed vary with the choices the user makes.
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The fields displayed on the forms vary with the choices the user makes and with his permissions.
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The use of the field varies depending on user permissions and where the field is being displayed. (For
example, if data gets entered into read-only fields.)
When creating field help, you may need to do any of these tasks:
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Access the help table.
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Add or edit field help records.
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Run a query against the help table.
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Export a batch of existing field help records and edit them.
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Import a batch of new or edited field help records.
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Perform a mass update on a list of help records.
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Unload a batch of field help records from your local machine and load them into the development
machine.
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Review new or updated field help records.
Preparing to create field help
To create field help efficiently, make these changes in your local HP Service Manager system.
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Show the context–sensitive help debug information.
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Activate the command line for the System Administrator (or the operator you want to enable to
create field help) on your local server.
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Set up the columns displaying the help record list.
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Turn on the Administration perspective.
Show context–sensitive help debug information
1. Start the HP Service Manager client.
2. Log on or close the Connections dialog box.
3. Click Window > Preferences.
The Preferences dialog box opens.
4. Click HP Service Manager > Appearance.
The Appearance dialog box opens.
5. Select Show context–sensitive help debug information.
6. Click Apply.
7. Click OK.
Exit the Service Manager client, and then restart it.
Service Manager now displays the file (table), form, and field information when you press Ctrl+H for a
field.
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You can use such field help information to add or edit field help records or identify field names
to be used in stored queries.
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The Web client uses the "viewcontexthelp=true" URL parameter to display field help
information.
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Activate the command line
1. Start the HP Service Manager client.
2. Log on to your local server as a System Administrator.
3. Type operator on the command line and click Execute Command.
Service Manager displays the operator form (operator.g).
4. Type System.Admin as the log-on name (or specify the operator you want to set the permissions
for), and then click Search.
5. Open the Startup tab and select Activate Command Line at Startup.
6. Click Save.
7. Click Ok to exit the record.
8. Click Back to exit the form.
9. Exit the Service Manager client, and then restart it.
Service Manager now displays the Command Line to that operator.
Set up the columns displaying the help record list
1. Open the help table in the Help Editor and click Search to display the help records.
2. Click More or the More Actions icon.
3. Click Modify Columns.
HP Service Manager displays a form that enables you to edit the columns in the record list.
4. Type or select the following, one per line in this order:
o
topic
o
file.name
o
format.name
o
field.name
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o
term
o
brief
o
detail
o
Pending Review
o
sysmodtime
5. Click Proceed.
Service Manager displays the record list with the columns you selected.
Turn on the Administration perspective
You can turn on the Administration perspective by doing one of the following:
1. Click Window > Open Perspective > Other, and then select Administration.
2. In the Service Manager System Navigator on the left side of the window, click Administration
Perspective.
Service Manager now displays Administration tabs at the bottom of your forms.
Access the help table
Use one of the following procedures to access the help table:
1. Type help on the HP Service Manager command line and press Enter.
2. Use Database Manager:
o
Click Tailoring > Database Manager.
o
Type help in the Form field, and then click Search.
Service Manager displays the Help Description tab of the help form (help.g). Use this form to
add or edit help records.
Note: If you do not see the command line, you must activate it for the operator you are using.
Access field help from the System Navigator
Applies to User Roles:
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System Administrator
To access field help from the System Navigator:
1. Click System Definition > Tables > tablename.
2. Double-click a table name to view information about that table.
3. Click the Fields and Keys tab.
4. Select any field in the Fields section.
5. Select one of these links to create or edit the default help record.
o
Create default help on this field. This link appears when no field help exists for this field. Click
this link to create field help.
o
Edit default help on this field. This link appears when field help already exists for this field.
Click this link to edit existing field help.
6. Click Search for specific help on this field in forms to open and edit existing form-specific help
for this field.
7. If you make changes, click Save.
8. Click OK.
Determine the fields that a form contains
1. Make sure you have the Administration Perspective open. To do this, do one of the following:
o
Click Window > Open Perspective > Other, and then select Administration.
o
In the Service Manager System Navigator on the left side of the window, click Administration
Perspective.
This turns on the Administration Perspective, which allows you to see the administration tabs at
the bottom of the form.
2. Open the form using Database Manager.
Note: Do not use the System Navigator as it will open the form in Forms Designer, which will not
give you the data you need.
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3. Select the Detail Data tab.
The Detail Data tab contains the XML that generates the form.
The sample XML below describes two fields:
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Contact for this interaction: A comfill for the callback.contact field.
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Notify By: A selection list for the callback.type field, containing the options None, Email,
Telephone, and other.
<label x="2" scType="Label" id="Label13" width="32" height="2" forecolor="0"
y="2">Contact for this interaction:</label>
<comfill ref="instance/callback.contact" x="36" scType="ComFill"
id="comfill1109271071725" mandatory="1" idFill="9" width="36" idFind="8"
arraylength="1" tabindex="1"
foreignkeyref="Links/LinkLine[@SourceField='callback.contact']"
scComboButtonVisible="0" height="2" y="2" dataType="string" />
<label x="2" scType="Label" id="" width="32" height="2" forecolor="0"
y="6">Notify By:</label>
<select ref="instance/callback.type" BoxLines="4" x="36" id="" mandatory="1"
width="36" arraylength="1" selectonly="1" height="2" y="6" dataType="string">
<option value="None">None</option>
<option value="Email">Email</option>
<option value="Telephone">Telephone</option>
<option value="Other">Other</option>
</select>
Note: You can copy and paste the data from this form into another file, and edit it down to something
easier to read.
Determine the fields that a table contains
The System Navigator displays the fields in a table, along with many other table features.
To see the fields in the System Navigator:
1. Click System Definition > Tables > tablename.
2. Select Fields to see fields.
3. Select keys to see the keys.
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Determine whether help exists for a field
HP Service Manager may not display help that is available for a field when you press Ctrl+H in the
Windows client or F1 in the Web client.
To determine the complete list of help records for a field, if there are any, you must search the help
table.
1. Type help in the Service Manager command line and press Enter.
2. Specify your search criteria.
o
To search for help on a field in a table, specify the Field Name and the Table Name.
o
To search for help on all fields in a table, specify the Table Name.
o
To search for help on a field in a form, or if you don't know the table, specify the Field Name.
3. Click Search or press Enter.
Service Manager returns records that match your query, if there are any.
How does Service Manager determine which help record to display?
A field help record must have a field name and either a table name or a form name to be displayed.
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The default record for a field must have the field name and the table name, but no form name. HP
Service Manager displays the default help record for a field for all forms that use the field, excluding
those that have a form specific help record.
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A form specific help record for a field includes the form name. Service Manager only displays that
particular help record when it displays that particular form.
If there is no help record for a field, Service Manager displays “No Description”.
If there is no form name or table name in a help record, Service Manager will not display that record as
help on a field. However, you can still search for the record and open it using the Field help editor. This is
useful if you want to create a glossary of terms, for example.
Best practice
To ensure consistent field descriptions on all forms, omit the form name from the field help record.
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If you add a form name to a field help record, the text displays only when Service Manager displays that
form. Adding a form name can be a useful technique for documenting special forms, but may increase
the number of help records to maintain.
Add or edit help records
The user can also click “Accept” instead of Add/Save after editing the help. This will immediately publish
the help topic with no additional review.
1. Click Tailoring > Database Manager.
2. Type help in the Form field, and then click Search.
3. Double-click the help (help.g) form.
Service Manager displays the Help Description tab of the help form (help.g). Use this form to add or
edit help records.
4. Type a Brief Description.
5. Type the Detailed Help information, if necessary.
6. Select the Keywords tab.
7. Specify the Field Name.
8. Specify the Table Name.
9. Optionally, you can add the following in the Keywords tab:
o
Specify the Form Name — Use this field to create form–specific help.
o
Specify Related Information — Use this field to create a link to field help for related fields.
o
Specify the Term — Use this field to define glossary terms.
10. Optionally, you can specify the Topic in the Help Description tab. Use this field to input help on
specific areas of HP Service Manager.
11. Click Add or Save to create new or revise existing field help.
The help topic is now marked Pending Review. The help topic is not published until it is reviewed
and accepted. For more information, see "Review field help records" on the next page.
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Tip: You can click Accept instead to immediately publish the help topic without additional
review.
Review field help records
New or revised help topics must be reviewed before they can be published. If you do not complete this
step, the help records will not be visible to users.
To review field help records, follow these steps:
1. Connect to the server that contains the help you want to review.
2. Run this query against the help table.
pending.review="true"
HP Service Manager displays the records that currently need review.
3. Use one of the following procedures:
o
Click Accept to indicate that you have reviewed an individual record.
It will take one minute or two for the background process to replace the original help topic with
the revised topic after it is accepted.
o
Use the following Mass Update to indicate that you have reviewed the list of records.
pending.review in $file=false
Note: If more than one person has input field help, you will need to refine your query to
find the specific records you want to review.
Sequential number setup
The Sequential Number file is used in conjunction with Format Control to generate sequence numbers
for records in a database. The sequence number is automatically incremented or decremented when a
new record is added. For instructions on creating a Format Control record with sequential numbering,
refer to Format Control Help.
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Sequential number file
The Subroutines process of Format Control creates a Sequential Number File record when the
application getnumb.fc is called. The parameters passed to the application from within Subroutines
define the values in the number file fields. These values determine how the sequential number opens
and what other information it contains. You can define number file values either directly in the number
file or via parameters passed from Format Control. However, if you use the number file to change
values also defined in the Format Control subroutines process, they are overridden by the Format
Control values.
Access the sequential number file
The Sequential Number file is used in conjunction with Format Control to generate sequence numbers
for records in a database.
To access the sequential number file:
Click Tailoring > Tailoring Tools > Sequential Numbers.
The sequential number file opens.
Create a simple number counter
The following example illustrates how to create a record called employee in the Sequential Number File
to automatically increment employee numbers starting with 1.
1. Access the Sequential number file.
2. Create a new file. Type employee in the Class field for this example.
3. Type 0 in the Last Number field to begin incrementing from zero.
4. Type a short description for the number class.
For example: Employee ID number counter.
5. Type 1000 in the Reset Point field.
6. Type 1 for the Increment/Decrement field value.
Since the Decrement field was left blank, each number will increase by one.
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7. Click Add.
The new sequential number record is added to the sequential number file.
Use decrement in sequential numbers
You can use sequential numbers to decrement a starting value. For example, you can decrement a
quantity field when deleting stock from inventory. This example shows you how to decrement a value
starting at 1000.
1. For this example, type active.devices in the Class field.
2. Type 1000 in the Last Number field.
3. Type a short description for the number class.
For example, type Number of devices available.
4. Type true in the Decrement field.
5. Type 0 in the Reset Point field.
6. Type 1 for the Increment/Decrement field value.
Since the Decrement field is set to true, each number decreases by one.
7. Click Add.
The new sequential number record is added to the sequential number file.
Use prefix and suffix in sequential numbers
This example uses prefixes and suffixes to assign character type ID numbers to workstation devices.
The format of the ID is: DEV<number>T where DEV is a fixed character prefix, <number > is a sequential
number starting with 1, and T is a fixed character suffix.
1. For this example, type devices in the Class field.
2. Type 0 in the Last Number field.
3. Type a short description for the number class.
For example, enter Workstation device ID counter.
4. Leave the Decrement field blank.
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5. Type 1000 in the Reset Point field.
6. Type 1 for the Increment/Decrement field value.
7. Type 5 in the Length field.
8. Type DEV in the Prefix field.
9. Type T in the Suffix field.
10. Click Add.
The new sequential number record is added to the sequential number file. The first sequential number
for the devices class is DEV00001T.
Update a sequential number record
1. Access the sequential number record. Use the search function or select the record from a record
list.
2. Enter changes to the fields you want to update.
3. Click Save.
Delete a sequential number record
1. Access the sequential number record that you want to delete. Use the search function or select the
record from a record list.
2. Click Delete.
3. Click Yes to confirm that you want to delete the record.
The form opens with the message: Record deleted from the number file.
Stored queries
Stored queries enable users to retrieve and display current information efficiently by using predefined
search parameters. Depending on permissions, users can run predefined queries, modify predefined
queries before running them, or store a personal list of modified queries and run a query from their list.
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Administrators can use stored queries to display lists of specific records or populate dynamic display
objects such as charts and marquees. They can add new queries and fine tune the out-of-box queries to
decrease response time or implement best practices in their environment.
Stored Query Maintenance utility
The Stored Query Maintenance utility allows designated users to define and store queries that display
lists of specific records or populate dynamic display objects such as charts and marquees.
Stored queries commonly run from the following features in HP Service Manager:
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Advanced and Expert Search menu options
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Display objects
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Buttons
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Scripts
You could use a stored query to do any of the following:
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Search for incident records that have reached a certain status
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Populate a chart that displays open records by category
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Display a list of change requests assigned to a particular approval group at the click of a button
Using stored queries in display objects
An administrator can use stored queries to retrieve and display dynamic data using menu buttons,
charts, and marquees. Stored queries applied in this manner are not accessible to the user and operate
in the background to retrieve records from the database.
For example, you could place a dynamic chart on a supervisor’s startup menu showing all open records
by category. By placing buttons that run individual stored queries on the bottom of the chart, the
supervisor could display lists of records by category.
Using menu buttons to run stored queries
Buttons that run stored queries from a menu must have a button ID defined in a menu record. Use the
following values to run a stored query from a menu:
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Application: query.stored
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Parameter Name: text
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Parameter Value: <stored query name>
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Condition: true (or a condition statement that checks for a particular query group)
Using stored queries to produce charts and marquees
Stored queries produce dynamic information that the system gathers and displays in a bar chart. Agent
records that reference each display object in Forms Designer define these queries.
A marquee runs one stored query at a time and cannot provide access to actual records. Queries run
from marquees that display messages about records.
Using stored queries in scripts
You can use a stored query to execute a script, and you can write a script that uses a stored query to
locate specific records.
A script calls stored queries to populate forms with useful data. Use this capability to grant limited
database access to certain users.
For example: You could allow Level 1 technicians access to a user information form through which they
can update selected elements of a caller’s contact record. The script calls the stored query. The query
retrieves and displays the data from the contacts file. The technician makes the updates and saves
them. The script then continues walking the Level 1 technician through the normal workflow.
Menu option searches
Users can run stored queries from the Expert Search menu option in search forms for the principal HP
Service Manager applications (for example, Incident Management, Change Management, and
Configuration Management) or from the Advanced Search menu option in the Database Manager. The
appearance of these options and the features they control depend on the capabilities defined for each
user in the operator record.
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Define which system processes manage message traffic
1. Click System Administration > Base System Configuration > Miscellaneous > System Information
Record.
2. Click the Message Processors tab.
3. In the Processor Name field, type the names of the background or scheduler processes that are to
manage message traffic. The processor name must match the class name specified for the
message class processor.
4. Click Save.
5. Start the message processors.
HP Service Manager rotates messages among all the processes you define. If you do not define any
message processors, then Service Manager uses the problem processor to manage all message traffic.
Grant access to stored queries
To grant access to stored queries, add the appropriate capability words to the user’s operator record.
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QueryAdmin: Grants administrative access to query options and maintenance and the ability to
create and modify stored queries.
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query.stored: Enables a user to run stored queries that are assigned to the user (or the user's
group).
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query.stored.mod: Enables a user to run and to temporarily modify stored queries that are assigned
to the user (or the user's group). The user cannot save the modified stored query.
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query.window: Grants access to the Query window.
Add a stored query
Applies to User Roles:
System Administrator
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You can add, edit, or run stored queries from the Query window, which is accessible from the form in
Database Manager or from the Application search form. Data entered into the form is automatically
entered into the Query window to form the query. Depending on your permissions, you can edit and run
that query, or select a query from a list of stored queries.
In this example, a query is performed on a specific assignee for all contracts in Configuration
Management. Once stored, operators or groups of operators can access the query and automatically
generate a list of records without reentering the detailed search criteria.
Note: You must have the capability word QueryAdmin or query.stored.mod operator record to add
or edit stored queries.
To add a stored query:
1. Click Configuration Management > Contracts > Contracts.
2. Use the Fill function in the Assignee field to choose an assignee. For this example, Carlton Hulman
was chosen.
3. Click the More Actions icon and choose Expert Search.
The Query form opens. The new query is displayed in the Query field. For this example, the query
for Carlton Hulman is displayed as follows: assignee#"Carlton.Hulman"
Note: In Service Manager, you can use field name information in field help to identify the field
names you want to use in your stored queries. To display field name information in field help,
make sure one of the following conditions is fulfilled:
o
In the Windows client, the “Show context-sensitive help debug information” preference is
enabled.
o
In the Web client, “viewcontexthelp=true” is appended to the URL before you log in.
4. On the Query form, click Keys.
Note: Do not modify the automatically-generated query string, assignee#"Carlton.Hulman", as
it appears in the Query field.
5. On The Key Window (keylist form), type a key number to select the number of positions for the
assignee.name key in the query. For example, type the number 3 to select 3 positions.
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6. Click OK.
The Sort Fields field in the Query Window is now modified to agree with the key definition you
selected.
7. On the Query form, click Store to create the querystored file.
8. Fill in the following fields:
o
In the Access List field, type in the Query Groups or Operator Names that you want to have
access to this query. If you want all users to have access, leave the list blank.
o
In the Name field, type a unique name for your query.
o
In the Description field, type an explanatory description.
9. Click Add.
The following message confirms your entry was successful: Query added to querystored file.
10. Continue to further refine your search criteria, or click Search. You can also click any record in the
list of returned records to view the details.
Create stored queries from the Query Maintenance form
You can add, edit or run stored queries from the Query window, which is accessible from the form in
Database Manager or from the Application search form. Data entered into the form is automatically
entered into the Query window to form the query. Depending on your permissions, you can edit and run
that query, or select a query from a list of stored queries.
1. Click Tailoring > Tailoring Tools > Stored Queries.
A blank Stored Query Maintenance form opens.
2. Click Search.
A list of existing queries opens.
3. You can copy an existing query, create a brand new query, or create a new query from an existing
query.
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Note: In Service Manager, you can use field name information in field help to identify the field
names you want to use in your stored queries. To display field name information in field help,
make sure one of the following conditions is fulfilled:
o
In the Windows client, the “Show context-sensitive help debug information” preference is
enabled.
o
In the Web client, “viewcontexthelp=true” is appended to the URL before you log in.
4. Click Save to save any changes.
Caution: If you are creating a new stored query from an existing query, make sure you click Add
instead of save. If you click save, you will replace the existing stored query with the new stored
query you are attempting to add.
5. Click Add to add a new query.
You receive a message that states the record has been added to the querystored file.
Run a stored query
Applies to User Roles:
System Administrator
Depending on your permissions, you can add, edit, or run stored queries from the Query window, which is
accessible from the form in Database Manager or from the Application search form. Data entered into
the from is automatically entered into the Query window to form the query. Depending on your
permissions, you can edit and run that query, or select a query from a list of stored queries.
Example: Selecting and running a stored query.
In this example, a stored query for Incident Management (the probsummary file) is selected and run.
1. Open the query window.
o
To open the query window from a HP Service Manager application:
i. Open the application Search form. For this example, click Incident Management > Search
Incidents.
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ii. Open the More Actions menu.
iii. Select Expert Search.
o
To open the query window from a Database Manager search form:
i. Open the form in Database Manager. For this example, type =probsummary in the Form
field, and then press Enter.
ii. Open the More Actions menu.
iii. Select Expert Search.
The Query window opens.
2. Click Select to display the list of stored queries for the associated file.
3. Double-click a query to select it. For this example, select status.resolved. The Stored Query record
opens.
4. Click Select.
Service Manager returns you to the Query window.
5. Click Execute Search to run the stored query.
Records matching the query display in a record list.
o
If only one record matches your search criteria, that record opens.
o
If no records match, the server displays the following message: No records found.
Update a stored query
Applies to User Roles:
System Administrator
You can add, edit, or run stored queries from the Query window, which is accessible from the form in
Database Manager or from the Application search form. Data entered into the from is automatically
entered into the Query window to form the query. Depending on your permissions, you can edit and run
that query or select a query from a list of stored queries.
In this example, we update and save a stored query for Incident Management (the probsummary file).
To update a stored query:
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1. Open the query window.
To open the query window from an HP Service Manager application:
o
i. Open the application Search form. For this example, click Incident Management > Search
Incidents.
ii. Open the More Actions menu.
iii. Select Expert Search.
To open the query window from a Database Manager search form:
o
i. Open the form in Database Manager. For this example, type =probsummary in the Form
field, and then press Enter.
ii. Open the More Actions menu.
iii. Select Advanced Search.
The Query window opens.
2. Click Select to display the list of stored queries for the associated file.
3. Double-click a query to select it. For this example, select status.resolved.
The Stored Query record opens.
4. Click Select to edit the query as desired. In this example, change the query to flag=true and
problem.status<>"Resolved".
Note: In Service Manager, you can use field name information in field help to identify the field
names you want to use in your stored queries. To display field name information in field help,
make sure one of the following conditions is fulfilled:
o
In the Windows client, the “Show context-sensitive help debug information” preference is
enabled.
o
In the Web client, “viewcontexthelp=true” is appended to the URL before you log in.
5. Specify any other controls you want.
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6. Click Store to save your edits to the selected query.
The Stored Query Maintenance form opens.
7. Give the query a unique Name. For this example, not.resolved.
8. Add a Description. For this example, type Unresolved records.
9. Click Add.
Service Manager returns you to the Query window and displays the message: “Query added to
querystored file”.
You can click Execute Search to run the saved query at this point, or click Back to exit.
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Form creation
These topics focus on creating and customizing forms within the system. The tools that are used in
form creation are:
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Forms Designer — alters the data in one or more dependent files to match changes made to data in
a source file.
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Dynamic View Dependencies (DVD) — applies values, sets mandatory fields, and validates at the
table level.
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Format Control — defines a field’s valid values.
Forms Designer
Forms Designer is the utility you use to design, create, and update Service Manager forms. This utility
gives access to a drawing canvas upon which you construct your forms, a design toolbar from which you
access controls and layout objects, and a properties view that you use to set attributes for each control
or layout object. Forms Designer provides a Form Wizard that you can use to automatically create forms
based on a particular database dictionary.
Access Forms Designer
Applies to User Roles:
System Administrator
You can open Forms Designer using one of the following methods:
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To access Forms Designer from the System Navigator, click Tailoring > Forms Designer.
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To access Forms Designer from the Service Manager command line, type fd and press Enter.
From this screen, you can create a new form or search for an existing form.
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Creating and editing forms
The Form Wizard enables you to create forms based on a particular Service Manager table. You can
automatically create both table–type record lists and single–record display forms. You can only use the
Form Wizard to create new forms; it cannot modify existing forms.
Forms Designer design mode contains a Drawing Canvas, Properties view, and Design toolbar. You use
them to create, design and modify Service Manager forms.
Forms Designer enables you to use the forms you create in three basic ways. A form can be used as a
stand-alone, as a subform embedded in a parent form, or as a pop-up.
Create a form using the Form Wizard
Applies to User Roles:
System Administrator
You use the Form Wizard to create a new form for an existing database table. You must use the
Windows client to create a new form in Forms Designer.
To create a form using the Form Wizard:
1. Click Tailoring > Forms Designer in the System Navigator, or type fd on the Service Manager
command line and then press Enter.
2. Click New.
3. Click Yes to use the Form Wizard.
4. Type the name of the new form and click OK.
5. Type or select the name of the table you want to associate with the form, and click OK.
6. You can create a form that displays a single record or a form that displays a list of records. Select
the type of form you want to create and click OK.
7. Select a size for the form.
8. Change the true to false in the Show (t/f) column if you do not want a particular field included on
the completed form.
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9. Change the text in the Field Label column to update the label on the form.
10. Click Proceed. The new form opens in Design mode.
11. Add a field to the new form, as follows:
a. Drag the control to its approximate location, select the field, and then modify its Properties.
b. To modify a field, select it and then modify the value of the Property you want to adjust.
c. To delete a field, select it and press Delete.
d. Click Web Preview to see what the form will look like in the Web client.
e. Click OK to see what the form will look like in the Windows client.
f. Click OK to save your changes.
12. Open the form using Database Manager to test your changes:
a. Click Tailoring > Database Manager.
b. Click Search. Service Manager opens a list of forms.
c. Click the form you just created to open it.
Update a form
Applies to User Roles:
System Administrator
To update a form:
1. Click Tailoring > Forms Designer in the System Navigator, or type fd on the Service Manager
command line and then press Enter.
2. Type a form name and click Search.
Service Manager opens a list of forms. Click the form you want to update to open it.
3. Click Design to open design mode.
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4. Add controls in any of the following ways:
o
Drag and drop the control from the toolbar to the drawing canvas to create a default–sized
object.
o
Select a control in the toolbar and then click anywhere on the drawing canvas to create a
default–sized object.
o
Drag and drop field(s) from a table in the System Definition onto the drawing canvas.
o
Cut, copy, or paste a control within the same form, from a different form, or from different
Service Manager client.
The properties for the control you selected appear in the properties view.
5. Specify the name of the form in the Value text box of the Name property.
6. Specify the database field to access in the Value text box of the Input property.
7. Specify the height, width, and other properties as desired.
8. To delete a control from the drawing canvas, select the control and press Delete.
9. Click Web Preview to see what the form will look like in the Web client.
10. Click OK to see what the form will look like in the Windows client.
11. Click OK to save your changes.
12. Open the form using Database Manager to test your changes:
a. Click Tailoring > Database Manager.
b. Click Search.
Service Manager opens a list of forms.
c. Click the form you just created to open it.
Using the drawing canvas
When you access Form Designer to create a new form, you are provided with a drawing canvas on which
you build the form.
To work effectively with the canvas, you should know the following:
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The structure of the canvas.
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How to size your forms on the canvas.
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How to position multiple objects.
The canvas contains a grid to which all design objects are referenced. Click Grid Preview to see the grid.
l
The grid coordinates start at (0,0) in the top left corner of the canvas. The X (horizontal) coordinates
increase as you move to the right. The Y (vertical) coordinates increase as you move down.
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There is approximately a 3 to 1 ratio between X units and Y units. For example, 30 X units cover
approximately the same amount of space as 10 Y units.
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For best results, try to use even X Y coordinates for objects you place on the canvas. The space
required to display one character is 2x2 and, overall, the client displays better when you use even
coordinates.
Forms Designer properties view
The Properties view enables you to examine and set the property value for each object on your form.
The values in the property fields determine how the object appears on the form, and how the object
interrelates with the user and with the database.
The Properties view displays a window containing two columns, a property column and a value column.
You can click the Property tab to sort the properties alphabetically or by category.
Like any view in the client, you can undock the properties view and move it to anywhere on your
desktop.
Note: You can turn on the properties view and use it outside of Forms Designer to determine form field
properties for any object in focus. However, since labels cannot gain focus, you cannot view properties
for labels outside of Forms Designer.
The Properties view includes property specific in–place editors for changing values. There are six types
of property editors:
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Text
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Boolean (check box)
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Color swatches
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Comboboxes
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Lists (with editor window)
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Images preview
Setting properties
When you select a control object, the properties view displays the type of control you have selected and
the properties that apply to that object. Some properties are common to all control or layout objects,
while others are object specific. The Forms Designer online Help contains a description of each control
and its corresponding properties.
You can use the dynamic view dependencies feature to conditionally display some controls or
conditionally change how some controls appear on a form.
Properties for a design object can be divided into the following categories:
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Common properties
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Font properties
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Box properties
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Object specific properties
Forms Designer controls and tools
Forms Designer has the following controls and tools. They are listed in the order in which they appear in
the toolbar. Each control has different properties. Click the Name link to view the details.
Control
or
Tool
Name
Description
"Grid view
tool" on
page 171
Toggles the alignment grid that you can use while designing the form.
"Selection
tool" on
page 190
Enables you to select, deselect, and modify design objects.
"Notebook
control" on
page 187
Adds a container that subdivides the contents of a screen into logical
groups or categories.
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Control
or
Tool
Name
Description
"Notebook
Tab control"
on page 186
Adds a container for a notebook that has two or more pages. Navigate to
each page by selecting its tab.
"Group
control" on
page 171
Adds a container that groups logically associated items and includes a text
label at the top.
"Frame
control" on
page 169
Adds a container that groups logically associated items.
"Label
control" on
page 179
Adds a place for you to type a title for the form, a label for an object within
the form, or otherwise place a single line of text on the form.
"Wrap label
control" on
page 209
Adds a multiline label.
"Link label
control" on
page 181
Adds a label that includes a caption and a icon that links to another source.
"Text control" Adds a text box that displays the contents of a text field and conditionally
on page 203
enables users to enter or modify its contents.
"Text area
control" on
page 201
Adds a text area that displays the contents of a text field and conditionally
enables users to input several lines of data.
"Decimal
control" on
page 163
Adds an input field that displays and enables users to update the contents
of a numeric field and offers spinner buttons to increase or decrease a
value.
"Date
control" on
page 160
Adds a text box that displays and enables users to update the contents of a
date field.
"Combo Box
control" on
page 149
Adds a Combo Box that enables users to click a button and select from a
drop-down list.
"Comfill
control" on
page 153
Adds a combination Combo Box and fill button. You can specify a virtual join
subform to display in a pop-up when the user hovers over this field.
"List Builder
Adds a compound widget that allows the user to construct a list of choices.
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Control
or
Tool
Name
Description
control" on
page 183
"Button
control" on
page 142
Adds a button that activates a Control ID when clicked. You can use text,
graphics, or both to customize buttons.
"Checkbox
control" on
page 147
Adds a checkbox that displays and enables users to update the contents of
a Boolean (logical) field, which can evaluate to true, false, unknown, or null.
"Radio button Adds a radio button that enables users to select one value from a set of
control" on
mutually exclusive values.
page 188
"Table
control" on
page 198
Adds a table that displays one or more columns of data in a scrollable pane.
"Table
column
control" on
page 194
Adds a column to an existing table.
"Timer
control" on
page 206
Adds a clock timer.
"File control"
on page 167
Adds an Open File dialog box.
"Chart
control" on
page 146
Adds a chart that displays the contents of a numeric array as a twodimensional, color-coded bar chart with optional, definable buttons.
"Image
control" on
page 178
Adds a place to display a Microsoft Windows image file.
"Marquee
control" on
page 185
Adds an attention-getting text message that scrolls continuously across
the screen from right to left.
"Subform
control" on
page 193
Adds a sub-form to a larger form.
"Attachments Adds a box into which users can place non- Service Manager documents (for
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Control
or
Tool
Name
Description
control" on
the next page
example, from Microsoft Word or Microsoft Excel).
"Script
control" on
page 191
Adds a place for users to enter JavaScript into a color-coded syntax editor.
"Dynamic
Form control"
on page 165
Adds a dynamic form that becomes visible when populated by XML code
from a RAD application or JavaScript.
"HTML Editor
control" on
page 174
Adds an HTML Editor that enables users to add standard HTML to the form.
"HTML Viewer
control" on
page 176
Adds an HTML Viewer that enables users to view the HTML created using
the HTML Editor.
"Embedded
Viewer
control" on
page 166
Adds a viewer that enables Web client users to view integrations.
"Graph
control" on
page 170
Displays a diagram of connected nodes representing a system of
interrelated things.
"Calendar
control" on
page 144
Adds a calendar.
"Web Preview
tool" on
page 209
Enables you to see what the form will look like when displayed by the Web
client.
"Convert
Form Layout
tool" on
page 159
Converts all of the fields on the left side of the form into one group, and
converts each of the notebook tabs on the right into a group, arranged
vertically, under the left side fields. In the Web client, these groups are
collapsible.
Attachments control
Use this control to add a box into which users can place non- Service Manager documents (for example,
from Microsoft Word or Microsoft Excel).
To place an attachment container on a form, click Attachments and then click the form.
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Note: To save attachments with incident records using Qopen (Quick Open), the Delay Assigning Problem
Number field in the Incident Management Environment profile must be cleared. If Delay Assigning
Problem Number is selected (set to true), then attachments are not saved with the incident record
when performing a Qopen. Only the Qopen operation is affected by this setting.
Property
Usage
Name
Specify a unique identifier for the object on the screen.
(Optional)
This name is used by external applications, such as RAD, to
dynamically change the properties of the object.
X
Specify the object’s horizontal position based on the left
edge of the object.
Y
Specify the object’s vertical position based on the top edge
of the object.
Width
Specify the width of the object in alignment grid units.
Height
Specify the height of the object in alignment grid units.
Visible
Select this option to make the object visible on the form.
Clear the check box to hide the object from view on the
form.
Visible Condition
Specify an expression to override the Visible property when
that expression evaluates to true.
Read-Only
Select this option to disable editing capabilities and provide
only viewing access to the field. Give read–only fields a tab–
stop value of –1 to prevent users from tabbing into them.
Read-Only Condition
Specify an expression to override the Read-Only property
when that expression evaluates to true.
Maximum Attachment Size
Specify the absolute size of an attachment, in bytes.
Size limits defined in the Maximum Attachment Size field in
a user's operator record override the size limit specified in
the Company record.
A non-zero value overrides any values specified in the
Company or Operator record.
Maximum Attachment Size Condition Specify a RAD expression to determine the maximum
allowed size of an attachment based on some condition such
as the capabilities of a user. For example, you can write a
RAD expression that checks an operator's capabilities word
and assigns a system administrator a higher attachment
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Property
Usage
size limit than a manager, who in turn could have a higher
attachment size limit than a service desk user.
Total Attachment Size
Specify the maximum amount of memory, in bytes, that all
attachments in a form can use. The total size of all
attachments must be lower than this threshold or the form
no longer accepts additional attachments.
Total Attachment Size Condition
Specify a RAD expression to determine the total amount of
memory that all attachments in the form can use based on
some condition such as the capabilities of a user.
Maximum Attachments Allowed
Select whether you want to allow one or any number of
attachments.
Button control
Use this control to add an input field that displays and enables users to update the contents of a
numeric field and offers spinner buttons to increase or decrease a value.
To place a button on a form, click Button and then click the form.
Be sure to put the name of the database field or variable that you want to associate with this control
into the Input property.
Note: Do not use the value 888 as a Button ID. The value 888 is a reserved number.
Best practices
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Use easy to understand names and descriptions for buttons.
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Make all buttons on a form the same type (all image, all text button or all text link).
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Place navigational buttons along the left edge or the top border of the form.
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Place other buttons at the top or bottom border.
Property
Usage
Name
Specify a unique identifier for the object on the screen. (Optional)
This name is used by external applications, such as RAD, to dynamically change
the properties of the object.
X
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Property
Usage
Y
Specify the object’s vertical position based on the top edge of the object.
Width
Specify the width of the object in alignment grid units.
Height
Specify the height of the object in alignment grid units.
Visible
Select this option to make the object visible on the form. Clear the check box
to hide the object from view on the form.
Visible Condition
Specify an expression to override the Visible property when that expression
evaluates to true.
Caption
Specify a text caption for the object.
Caption Condition
Specify an expression to override the Caption property when that expression
evaluates to true.
Input
Specify the database field or variable to associate with this control.
Tab Stop
Specify the tab sort order for this field. By default, the TAB key navigates the
focus on a form from top to bottom and left to right. Objects that have a nonzero Tab Stop are visited first, in ascending order. For a button, file, radio
button or check box, you will almost always use the default of 0.
Justification
Specify the justification for the object label as Left, Right, or Center.
Button ID
Specify a numeric identification that specifies a Control ID to transmit when
clicked.
Button ID Condition Specify an expression to override the Button ID property when that expression
evaluates to true.
Image File
Specifies the name of an image file to display on the control. The image file
must reside in any of the following paths, in which Service Manager looks for
the image:
Windows client:
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<Service Manager>\Client\plugins\com.hp.ov.sm.client.common_
x.xx.xxx\src\resources\icons
A local directory on the client machine, which is specified in the Image path
field (Window > Preferences). For example: C:\smCustomImages.
Web client:
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<Service Manager web tier>\images. For example:
<Tomcat>\webapps\webtier-9.41\images.
Note: When you specify the image file for this property, you need to
provide both the file name and the file name extension.
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Property
Usage
Image Condition
Specify an expression to override the Image property when that expression
evaluates to true.
Balloon Help
Specify a text string that appears when the cursor is held over the button to
offer more information about the button’s function.
Enabled
Specify an initial state.
Enabled Condition
Specify a condition that enables the button when a table row is selected.
Example: [%tablename] == "selected" or [%tablename] != "selected" where
tablename is the value of the Name property of the table on the screen.
Calendar control
Use this control in Forms Designer to add a calendar to a form. To place a calendar on a form, click
Calendar and then click the form.
Note: The calendar widget is displayed well only in the web client. When you view the form from the
Windows client, this widget is displayed as a blank area.
Property
Usage
Name
Specify a unique identifier for the object on the screen. (Optional)
This name is used by external applications, such as RAD, to dynamically change the
properties of the object.
Example: calendar.
X
Specify the object’s horizontal position based on the left edge of the object.
Example: 0
Y
Specify the object’s vertical position based on the top edge of the object.
Example: 1
Width
Specify the width of the object in alignment grid units.
Example: 223
Height
Specify the height of the object in alignment grid units.
Example: 44
Visible
Select this option to make the object visible on the form. Clear the check box to hide
the object from view on the form.
Example: Select this option.
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Visible
Condition
Specify an expression to override the Visible property when that expression evaluates
to true.
Example: (empty)
Input
Specify the database field or variable to associate with this control. The primary use for
this property is to set the focus on the graph.
Example: (empty)
Tab Stop
Specify the tab sort order for this field. By default, the TAB key navigates the focus on a
form from top to bottom and left to right. Objects that have a non-zero Tab Stop are
visited first, in ascending order. For a button, file, radio button, or check box, you will
almost always use the default of 0.
Example: 0
Accessible Specify a component description for use with accessibility software. (Optional)
Description
Note: This function is only supported by the web client. If no description is present,
the web client defaults to looking for a nearby label to use for the name of the
component. For buttons, check boxes, or radio buttons, the web client will use the
component’s text. Accessibility software can query the web client to get this
information. The client uses that information to present data to the user in a
variety of ways. For example, speech simulation software will say the name and the
type of component when the component gets focus, based on the settings in the
Accessible Name and Accessible Description fields.
Example: (empty)
Date
Specify the start date for data display in the calendar.
Currently only the $start.date value is supported. This variable takes the value of the
field specified in Field for Initial Date of each Embedded Calendar Configuration
setting of an object (Change, Incident, and so on). See Configure search filters for the
full calendar.
For example, if you specify the Planned Start field as the Field for Initial Date for the
Change object, in a change record whose Planned Start is May 23, 2013, the calendar
displays data only for dates no earlier than May 23, 2013.
Predefined
Query
Specify a query for data display in the calendar.
Supported
Views
Specify the views that you want the calendar to support. The value can be any
combinations of day, week, and month, separated with a semicolon (;).
Currently only the $predefined.query.string value is supported. This variable takes
the query specified in each Embedded Calendar Configuration setting of an object. See
Configure search filters for the full calendar.
If you leave this property empty, all three views are supported.
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Example: day;week
Default
View
Specify the initial view when the calendar is opened.
Currently only the $default.view value is supported. This variable takes the Default
View value specified in each Embedded Calendar Configuration setting of an object. See
Configure search filters for the full calendar.
For example, if you specify Week as the Default View of the embedded calender
configuration for the Change object, the calendar is displayed in the weekly view in the
Calendar section of each Change record.
Chart control
Use this control to add a chart that displays the contents of a numeric array as a two–dimensional,
color–coded bar chart with optional, definable buttons.
To place a chart on a form, click Chart and then click the form.
Be sure to put the name of the database field or variable that you want to associate with this control
into the Input property.
Property
Usage
Name
Specify a unique identifier for the object on the screen. (Optional)
This name is used by external applications, such as RAD, to dynamically change
the properties of the object.
X
Specify the object’s horizontal position based on the left edge of the object.
Y
Specify the object’s vertical position based on the top edge of the object.
Width
Specify the width of the object in alignment grid units.
Height
Specify the height of the object in alignment grid units.
Visible
Select this option to make the object visible on the form. Clear the check box to
hide the object from view on the form.
Visible Condition
Specify an expression to override the Visible property when that expression
evaluates to true.
Caption
Specify a list of values to display in the chart.
Example: 3;4;10;3
Input
Specify the database field or variable to associate with this control.
For more information on what to pass to the field or variable refer to the Publish
and Subscribe Help.
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Usage
Tab Stop
Specify the tab sort order for this field. By default, the TAB key navigates the
focus on a form from top to bottom and left to right. Objects that have a nonzero Tab Stop are visited first, in ascending order. For a button, file, radio button
or check box, you will almost always use the default of 0.
Foreground Color Select the text color from the drop-down list.
Balloon Help
Specify the text string to display when the cursor is held over the button to offer
more information about the button’s function.
Bar Width
Specify the width of bars in alignment grid units.
Scale Max
Specify the maximum vertical bar height. Columns that exceed the Scale Max
setting appear clipped. A setting of 0 causes the chart to automatically scale
vertically to the tallest column.
Button Base
Select this option to enable a row of buttons across the base of the chart, one
button per column.
Base Button ID
Specify the Control ID for the left-most chart button. It is incremented by one
from left to right. Using the default value of 801 as an example, the left-most
button would transmit 801, the second button from the left would transmit 802,
the third 803, and so forth.
The Base Button ID relates to an option number in the menu record. Assign
Button IDs to the chart and create an associated option number in the menu
record, so that each button calls a stored query.
Color List
Specify a list of semicolon delimited colors. The Color Scale and Color Percent
properties determine how the list is applied to the columns. The available colors
are: black, red, green, blue, gray, light gray, dark gray, yellow, cyan, magenta,
white, forest, navy, purple, teal, brick, and manila.
Color Scale
Specify a list of semicolon delimited numeric values to determine the color of a
column.
Color Percent
Select this option to use the Color Scale property a list of percentages from 1 to
100.
Checkbox control
Use this control to add a checkbox that displays and enables users to update the contents of a Boolean
(logical) field, which can evaluate to true, false, unknown, or null.
To place a checkbox on a form, click Checkbox and then click the form.
Be sure to put the name of the database field or variable that you want to associate with this control
into the Input property.
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Usage
Name
Specify a unique identifier for the object on the screen. (Optional)
This name is used by external applications, such as RAD, to dynamically
change the properties of the object.
X
Specify the object’s horizontal position based on the left edge of the object.
Y
Specify the object’s vertical position based on the top edge of the object.
Width
Specify the width of the object in alignment grid units.
Height
Specify the height of the object in alignment grid units.
Visible
Select this option to make the object visible on the form. Clear the check
box to hide the object from view on the form.
Visible Condition
Specify an expression to override the Visible property when that expression
evaluates to true.
Caption
Specify a text caption for the object.
Caption Condition
Specify an expression to override the Caption property when that
expression evaluates to true.
Input
Specify the database field or variable to associate with this control.
Accessible Name
Specify a component name for use with accessibility software. (Optional)
Note: This function is only supported by the Web client.
If no name is present, the Web client defaults to looking for a nearby label
to use for the name of the component. For buttons, check boxes, or radio
buttons, it uses the component’s text. Accessibility software can query the
Web client to get this information, and use it to present it to the user in a
variety of ways. For example, speech simulation software says the name
and the type of component when the component has focus.
Accessible Description Specify a component description for use with accessibility software.
(Optional)
Note: This function is only supported by the Web client.
If no description is present, the Web client defaults to looking for a nearby
label to use for the name of the component. For buttons, check boxes, or
radio buttons, the Web client will use the component’s text. Accessibility
software can query the Web client to get this information. The client uses
that information to present data to the user in a variety of ways. For
example, speech simulation software will say the name and the type of
component when the component gets focus, based on the settings in the
Accessible Name and Accessible Description fields.
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Usage
Tab Stop
Specify the tab sort order for this field. By default, the TAB key navigates
the focus on a form from top to bottom and left to right. Objects that have
a non-zero Tab Stop are visited first, in ascending order. For a button, file,
radio button or check box, you will almost always use the default of 0.
Foreground Color
Select the text color from the drop-down list.
Read-Only
Select this option to disable editing capabilities and provide only viewing
access to the field. Give read–only fields a tab–stop value of –1 to prevent
users from tabbing into them.
Read-Only Condition
Specify an expression to override the Read-Only property when that
expression evaluates to true.
Array Length
Specify the size of the scrolling region used to view array entries. A scroll
bar appears beside the fields to allow users to view the array entries.
- If a field is assigned an Array Length of 5, the form stacks five fields
vertically to allow users to view the five array entries.
- If Array Length is set to -1, the form dynamically creates as many fields as
there are entries in the array.
- If the Input data type is scalar, only a single text box appears.
Note: The screen object must be associated with an array data structure.
The default is 0, which means one vertical line of information appears.
Data Changed Event
Specify the option number (such as Button ID) to call if the data contained in
the object changed. This sends an event to the display RAD application.
Combo Box control
Use this control to add a Combo Box that enables users to click a button and select from a drop-down
list. The items in the list are associated with a database field or variable. Users can also type in a value if
the check box in the selectonly property is cleared (set to false).
To place a Combo Box on a form, click Combo Box and then click the form.
Be sure to put the name of the database field or variable that you want to associate with this control
into the Input property.
Best practice
Use eight drop–down lines unless the drop–down set contains a fixed number of elements less than or
equal to seven, in which case the number of lines should be equal to the number of elements in the
drop–down set.
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Usage
Name
Specify a unique identifier for the object on the screen. (Optional)
This name is used by external applications, such as RAD, to dynamically
change the properties of the object.
X
Specify the object’s horizontal position based on the left edge of the
object.
Y
Specify the object’s vertical position based on the top edge of the
object.
Width
Specify the width of the object in alignment grid units.
Height
Specify the height of the object in alignment grid units.
Visible
Select this option to make the object visible on the form. Clear the
check box to hide the object from view on the form.
Visible Condition
Specify an expression to override the Visible property when that
expression evaluates to true.
Caption
Specify a text caption for the object.
Caption Condition
Specify an expression to override the Caption property when that
expression evaluates to true.
Input
Specify the database field or variable to associate with this control.
Accessible Name
Specify a component name for use with accessibility software.
(Optional)
Note: This function is only supported by the Web client.
If no name is present, the Web client defaults to looking for a nearby
label to use for the name of the component. For buttons, check boxes,
or radio buttons, it uses the component’s text. Accessibility software
can query the Web client to get this information and use it to present
data to the user in a variety of ways. For example, speech simulation
software says the name and the type of component when the
component has focus.
Accessible Description
Specify a component description for use with accessibility software.
(Optional)
Note: This function is only supported by the Web client.
If no description is present, the Web client defaults to looking for a
nearby label to use for the name of the component. For buttons, check
boxes, or radio buttons, the Web client will use the component’s text.
Accessibility software can query the Web client to get this information,
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and use it to present it to the user in a variety of ways. For example,
when a component gets focus, speech simulation software will say the
name and the type of component, based on the settings in the
Accessible Name and Accessible Description fields.
Tab Stop
Specify the tab sort order for this field. By default, the TAB key
navigates the focus on a form from top to bottom and left to right.
Objects that have a non-zero Tab Stop are visited first, in ascending
order. For a button, file, radio button or check box, you will almost
always use the default of 0.
Read-Only
Select this option to disable editing capabilities and provide only
viewing access to the field. Give read–only fields a tab–stop value of –1
to prevent users from tabbing into them.
Read-Only Condition
Specify an expression to override the Read-Only property when that
expression evaluates to true.
Mandatory
Select this option so that a red asterisk indicating a required field is
displayed. This is a visible change only.
- To make the field mandatory for any form it appears on, use the
System Definition Utility.
- To make the field mandatory for a small number of forms only, use
Format Control.
Mandatory Condition
Specify an expression to override the Mandatory property when that
expression evaluates to true.
Array Length
Specify the size of the scrolling region used to view array entries. A
scroll bar appears beside the fields to allow users to view the array
entries.
- If a field is assigned an Array Length of 5, the form stacks five fields
vertically to allow users to view the five array entries.
- If Array Length is set to -1, the form dynamically creates as many
fields as there are entries in the array.
- If the Input data type is scalar, only a single text box appears.
Note: The screen object must be associated with an array data
structure.
The default is 0, which means one vertical line of information appears.
Password
Select this option to make the text entered in the field a series of
asterisks on the screen. The data is not encrypted, just transposed.
Maximum Chars
Specify the number of characters the user can enter in the field. The
default is 0 (unlimited).
Maximum Characters Beep Select this option to notify the user by sounding a beep that they
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Usage
reached the maximum number of characters.
Case Conversion
Specify how to change the case of text entered in the field. The choices
are None, Upper, Lower.
Decimals
Specify the number of decimal points for numbers in this field.
Service Manager modifies numbers entered in the field to the number
of decimal points you specify.
Parse
Select this option to verify that the text entered in a field is the correct
syntax. The syntax for the field is defined by the type of field it displays
(date, expression, number, and so forth).
Data Changed Event
Specify the option number (such as Button ID) to call if the data
contained in the object changed. This sends an event to the display RAD
application.
Value List
In conjunction with the Input property, defines how the Display List
values are identified in the database. Value and Display Lists are
entered using the Edit List dialog box. You can enter hard coded entries
for each list, or you can supply a variable as the first and only entry. The
run time values of the variable are used to populate these lists.
This property is supported only in association with the toolbar
configuration Knowledge Management Extended, which is not intended
to be used outside of the out-of-box Knowledge Management module.
Note: When defining Value List and Display List properties, you should
avoid using the following reserved characters:
l
semicolon (;)
l
tab key
l
newline (carriage return)
l
form feed
l
backspace
l
equal sign (=)
Important: Do not use keys (like backspace), as the system cannot
process their ASCII representation entries correctly which causes
unpredictable results.
Value List Condition
Specify an expression to override the property when that expression
evaluates to true.
Display List
Specify the values that appear in the drop-down list at run time. There
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must be a one–to–one correspondence between the values for Value
List and for Display List. If the Display List is the only populated
property, the display values are written to the database.
This property is supported only in association with the toolbar
configuration Knowledge Management Extended, which is not intended
to be used outside of the out-of-box Knowledge Management module.
Note: When defining Value List and Display List properties, you should
avoid using the following reserved characters:
l
semicolon (;)
l
tab key
l
newline (carriage return)
l
form feed
l
backspace
l
equal sign (=)
Important: Do not use keys (like backspace), as the system cannot
process their ASCII representation entries correctly which causes
unpredictable results.
Display List Condition
Specify an expression to override the Display List property, when the
expression evaluates to True.
Box Lines
Specify the window size of the drop-down list.
Select Only
Select this option to require the user to select from the Combo Box
drop-down list. If the user makes a manual entry, the value must
already exist in the drop-down list (defined in the Value List and Display
List properties).
Clear this option to allow the user to select from the drop-down list or
to manually enter a value.
Comfill control
Use this control to add a combination Combo Box and Fill button. Comfill has all the properties of a
Combo Box, plus the capability for Fill button. You can select which comfill buttons to display. For
example, to display just a Fill button, set the Third Button Visible property to true by selecting the check
box and set the Combo Button Visible property to false, by clearing the checkbox.
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You can specify a form to display as a pop-up when the user hovers over the comfill. Subforms displayed
as pop-ups are read-only; users cannot interact with them. If you want your users to be able to interact
with the form, you must display the subform on another form instead of as a pop-up. To display the
form as a subform, use the subform control.
To place a comfill box on a form, click Comfill and then click the form.
Put the name of the database field or variable that you want to associate with this control into the
Input property.
Best practice
Use image id=7 for fill boxes. Find and Fill buttons should not use the down arrow icon, because it makes
the Find or Fill look like a Combo Box.
Property
Usage
Name
Specify a unique identifier for the object on the screen. (Optional)
This name is used by external applications, such as RAD, to
dynamically change the properties of the object.
X
Specify the object’s horizontal position based on the left edge of
the object.
Y
Specify the object’s vertical position based on the top edge of the
object.
Width
Specify the width of the object in alignment grid units.
Height
Specify the height of the object in alignment grid units.
Visible
Select this option to make the object visible on the form. Clear the
check box to hide the object from view on the form.
Visible Condition
Specify an expression to override the Visible property when that
expression evaluates to true.
Caption
Unused.
Caption Condition
Unused.
Input
Specify the database field or variable to associate with this
control.
Accessible Name
Specify a component name for use with accessibility software.
(Optional)
Note: This function is only supported by the Web client.
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If no name is present, the Web client defaults to looking for a
nearby label to use for the name of the component. For buttons,
check boxes, or radio buttons, it uses the component’s text.
Accessibility software can query the Web client to get this
information and use it to present data to the user in a variety of
ways. For example, speech simulation software says the name and
the type of component when the component has focus.
Accessible Description
Specify a component description for use with accessibility
software. (Optional)
Note: This function is only supported by the Web client.
If no description is present, the Web client defaults to looking for
a nearby label to use for the name of the component. For buttons,
check boxes, or radio buttons, the Web client will use the
component’s text. Accessibility software can query the Web client
to get this information, and use it to present it to the user in a
variety of ways. For example, when a component gets focus,
speech simulation software will say the name and the type of
component, based on the settings in the Accessible Name and
Accessible Description fields.
Tab Stop
Specify the tab sort order for this field. By default, the TAB key
navigates the focus on a form from top to bottom and left to
right. Objects that have a non-zero Tab Stop are visited first, in
ascending order. For a button, file, radio button or check box, you
will almost always use the default of 0.
Read-Only
Select this option to disable editing capabilities and provide only
viewing access to the field. Give read–only fields a tab–stop value
of –1 to prevent users from tabbing into them.
Read-Only Condition
Specify an expression to override the Read-Only property when
that expression evaluates to true.
Mandatory
Select this option so that a red asterisk indicating a required field
is displayed. This is a visible change only.
- To make the field mandatory for any form it appears on, use the
System Definition Utility.
- To make the field mandatory for a small number of forms only,
use Format Control.
Mandatory Condition
Specify an expression to override the Mandatory property when
that expression evaluates to true.
Array Length
Specify the size of the scrolling region used to view array entries.
A scroll bar appears beside the fields to allow users to view the
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array entries.
- If a field is assigned an Array Length of 5, the form stacks five
fields vertically to allow users to view the five array entries.
- If Array Length is set to -1, the form dynamically creates as
many fields as there are entries in the array.
- If the Input data type is scalar, only a single text box appears.
Note: The screen object must be associated with an array data
structure.
The default is 0, which means one vertical line of information
appears.
Password
Select this option to make the text entered in the field a series of
asterisks on the screen. The data is not encrypted, just
transposed.
Maximum Chars
Specify the number of characters the user can enter in the field.
The default is 0 (unlimited).
Maximum Characters Beep
Select this option to notify the user by sounding a beep that they
reached the maximum number of characters.
Case Conversion
Specify how to change the case of text entered in the field. The
choices are None, Upper, Lower.
Decimals
Specify the number of decimal points for numbers in this field.
Service Manager modifies numbers entered in the field to the
number of decimal points you specify.
Parse
Select this option to verify that the text entered in a field is the
correct syntax. The syntax for the field is defined by the type of
field it displays (date, expression, number, and so forth).
Data Changed Event
Specify the option number (such as Button ID) to call if the data
contained in the object changed. This sends an event to the
display RAD application.
Value List
In conjunction with the Input property, defines how the Display List
values are identified in the database. Value and Display Lists are
entered using the Edit List dialog box. You can enter hard coded
entries for each list, or you can supply a variable as the first and
only entry. The run time values of the variable are used to
populate these lists.
This property is supported only in association with the toolbar
configuration Knowledge Management Extended, which is not
intended to be used outside of the out-of-box Knowledge
Management module.
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Usage
Note: When defining Value List and Display List properties, you
should avoid using the following reserved characters:
l
semicolon (;)
l
tab key
l
newline (carriage return)
l
form feed
l
backspace
l
equal sign (=)
Important: Do not use keys (like backspace), as the system cannot
process their ASCII representation entries correctly which causes
unpredictable results.
Value List Condition
Specify an expression to override the property when that
expression evaluates to true.
Display List
Specify the values that appear in the drop-down list at run time.
There must be a one–to–one correspondence between the values
for Value List and for Display List. If the Display List is the only
populated property, the display values are written to the
database.
This property is supported only in association with the toolbar
configuration Knowledge Management Extended, which is not
intended to be used outside of the out-of-box Knowledge
Management module.
Note: When defining Value List and Display List properties, you
should avoid using the following reserved characters:
l
semicolon (;)
l
tab key
l
newline (carriage return)
l
form feed
l
backspace
l
equal sign (=)
Important: Do not use keys (like backspace), as the system cannot
process their ASCII representation entries correctly which causes
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unpredictable results.
Display List Condition
Specify an expression to override the Display List property, when
the expression evaluates to True.
Box Lines
Specify the window size of the drop-down list.
Select Only
Selecting the check box requires the user to select from the
Combo Box drop-down list. If the user makes a manual entry, the
value must already exist in the drop-down list (defined in the
Value List and Display List properties).
Clearing the check box allows the user to select from the dropdown list or to manually enter a value.
The Select Only Forms Designer property for the comfill widget is
not enforced in the Web client. Users can enter free-formed text
even with the property checked.
Input Conversion
Specify the name of an Input Conversion routine. This property is
used by RAD subroutines that mask the display of data on an input
field, or check and validate the entry of data into an input field. If
specified, the routine is called at runtime to convert the contents
of the field before it is displayed on the screen. For examples,
refer to the RAD input and output routines.
Mask
Specify the mask value (the condition that sets a value to be
passed for this field to the input and output conversion routines).
When a field has a mask value and you save the record, the
format of the mask value displays in the field. For example, you
decide to update the purchase cost information of a contract in
Configuration Management. You enter a date in the Currency EX
Date field of the Financial tab as 02/26/09. The condition for the
mask value is set as: xxx dd,yyyy. When you save the record, the
Currency Ex Date field displays the date format of February 26,
2009. Valid values for the mask vary depending on the routine
being called.
Output Conversion
Specify the name of an Output Conversion routine. This property is
used by RAD subroutines that mask the display of data on an
output field, or check and validate the entry of data into an input
field. If specified, the routine is called at runtime to convert the
contents of the field before it is displayed on the screen. For
examples, refer to the RAD input and output routines.
Combo Button Visible
Select this option to make the Combo Button visible when the
form opens.
Combo Button Visible Condition Specify an expression to override the ComboButton Visible
property when that expression evaluates to true.
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Fill Button ID
Specify a Control ID to transmit when clicked. For example, 3
corresponds to F3, and 0 corresponds to Enter.
Fill Button Image
Specify an icon to display on the field, if desired. You can select
from 1 to 17. The default value is 7.
Fill Button Visible
Select this option to make the Fill Button visible when the form
opens.
Fill Button Visible Condition
Specify an expression to override the Fill Button Visible property
when that expression evaluates to true.
Third Button ID
Specify a Control ID to transmit when clicked. For example, 3
corresponds to F3, and 0 corresponds to Enter.
Third Button Image
Specify an icon to display on the field, if desired. You can select
from 1 to 17. The default value is 10.
Third Button Visible
Select this option to make the Third Button visible when the form
opens.
Third Button Visible Condition
Specify an expression to override the Third Button Visible property
when that expression evaluates to true.
Popup Subform Format
Specify the form to display.
Popup Subform Input
Specify the database field or variable to associate with this
control.
Popup Subform Enabled
Select this option to enable the Popup Subform for this control.
Popup Subform Enabled
Condition
Specify an expression to override the Popup Subform Enabled
property when that expression evaluates to true.
Auto Complete
Enable the auto complete feature for this control.
Note: This setting takes effect only when the
comfillAutoComplete parameter is set to true. Auto complete
is supported only for Service Manager 9.34 or later versions.
Convert Form Layout tool
This button converts all of the fields on the left side of the form into one group, and converts each of
the notebook tabs on the right into groups, arranged vertically, under the left side fields. These groups
are collapsible when displayed in the Web client.
When you click this button, a dialog box will display to inform you that the action will modify the form
layout to use collapsible sections and that this cannot be undone after you have saved the form. If you
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click Yes to proceed, the new layout is displayed. All of the fields and controls that were on the left side
of the form are now contained in one Group. Clicking at the top of the group displays the Properties for
the group. You will see that the following checkboxes are already selected:
l
Floating group enabled: The group to change its relative position on the form so that it is not hidden
when sections above it expand downward, and does not leave a blank spot after being collapsed.
l
Collapse enabled: The group is displayed as a collapsible group that can be expanded and collapsed
by the user.
l
Default to Expanded: The collapsible group is expanded (open), by default. The user can close it if
desired.
You can scroll down to see that the fields that were previously contained in the first (leftmost)
notebook tab are also now contained in a Group. The Default to Expanded checkbox is not selected, so
that this group will display as collapsed by default, until the user opens it.
If you scroll down further you will see the contents of each of the notebook tabs, previously displayed
from left to right, are now displayed as groups, from top to bottom.
If you want to change the order of the sections, you can do so by changing the Y coordinate, which
controls the vertical placement of the group on the form.
Date control
Use this control to add a text box that displays and enables users to update the contents of a date field.
To place a date field on a form, click Date and then click the form.
Be sure to put the name of the database field or variable that you want to associate with this control
into the Input property.
Property
Usage
Name
Specify a unique identifier for the object on the screen. (Optional)
This name is used by external applications, such as RAD, to dynamically
change the properties of the object.
X
Specify the object’s horizontal position based on the left edge of the object.
Y
Specify the object’s vertical position based on the top edge of the object.
Width
Specify the width of the object in alignment grid units.
Height
Specify the height of the object in alignment grid units.
Visible
Select this option to make the object visible on the form. Clear the check
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box to hide the object from view on the form.
Visible Condition
Specify an expression to override the Visible property when that expression
evaluates to true.
Caption
Specify a text caption for the object.
Caption Condition
Specify an expression to override the Caption property when that
expression evaluates to true.
Input
Specify the database field or variable to associate with this control.
Accessible Name
Specify a component name for use with accessibility software. (Optional)
Note: This function is only supported by the Web client.
If no name is present, the Web client defaults to looking for a nearby label
to use for the name of the component. For buttons, check boxes, or radio
buttons, it uses the component’s text. Accessibility software can query the
Web client to get this information and use it to present data to the user in a
variety of ways. For example, speech simulation software says the name
and the type of component when the component has focus.
Accessible Description Specify a component description for use with accessibility software.
(Optional)
Note: This function is only supported by the Web client.
If no description is present, the Web client defaults to looking for a nearby
label to use for the name of the component. For buttons, check boxes, or
radio buttons, the Web client will use the component’s text. Accessibility
software can query the Web client to get this information, and use it to
present it to the user in a variety of ways. For example, when a component
gets focus, speech simulation software will say the name and the type of
component, based on the settings in the Accessible Name and Accessible
Description fields.
Tab Stop
Specify the tab sort order for this field. By default, the TAB key navigates
the focus on a form from top to bottom and left to right. Objects that have
a non-zero Tab Stop are visited first, in ascending order. For a button, file,
radio button or check box, you will almost always use the default of 0.
Input Conversion
Specify the name of an Input Conversion routine. This property is used by
RAD subroutines that mask the display of data on an input field, or check
and validate the entry of data into an input field. If specified, the routine is
called at runtime to convert the contents of the field before it is displayed
on the screen. For examples, refer to the RAD input and output routines.
Mask
Specify the mask value (the condition that sets a value to be passed for this
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Usage
field to the input and output conversion routines). When a field has a mask
value and you save the record, the format of the mask value displays in the
field. For example, you decide to update the purchase cost information of a
contract in Configuration Management. You enter a date in the Currency EX
Date field of the Financial tab as 02/26/09. The condition for the mask value
is set as: xxx dd,yyyy. When you save the record, the Currency Ex Date field
displays the date format of February 26, 2009. Valid values for the mask
vary depending on the routine being called.
Output Conversion
Specify the name of an Output Conversion routine. This property is used by
RAD subroutines that mask the display of data on an output field, or check
and validate the entry of data into an input field. If specified, the routine is
called at runtime to convert the contents of the field before it is displayed
on the screen. For examples, refer to the RAD input and output routines.
Read-Only
Select this option to disable editing capabilities and provide only viewing
access to the field. Give read–only fields a tab–stop value of –1 to prevent
users from tabbing into them.
Read-Only Condition
Specify an expression to override the Read-Only property when that
expression evaluates to true.
Parse
Select this option to verify that the text entered in a field is the correct
syntax. The syntax for the field is defined by the type of field it displays
(date, expression, number, and so forth).
Mandatory
Select this option so that a red asterisk indicating a required field is
displayed. This is a visible change only.
- To make the field mandatory for any form it appears on, use the System
Definition Utility.
- To make the field mandatory for a small number of forms only, use
Format Control.
Mandatory Condition
Specify an expression to override the Mandatory property when that
expression evaluates to true.
Duration
Select this option to indicate that this is a time duration field rather than a
specific date.
Time Zone
Specify the time zone for the date set in the duration property.
Time Zone Field
Specify the field that indicates the time zone for the date set in the
duration property.
Data Changed Event
Specify the option number (such as Button ID) to call if the data contained in
the object changed. This sends an event to the display RAD application.
Array Length
Specify the size of the scrolling region used to view array entries. A scroll
bar appears beside the fields to allow users to view the array entries.
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Usage
- If a field is assigned an Array Length of 5, the form stacks five fields
vertically to allow users to view the five array entries.
- If Array Length is set to -1, the form dynamically creates as many fields as
there are entries in the array.
- If the Input data type is scalar, only a single text box appears.
Note: The screen object must be associated with an array data structure.
The default is 0, which means one vertical line of information appears.
Decimal control
Use this control to add an input field that accepts only numeric input and offers spinner buttons to
increase or decrease a value.
To place a decimal field on a form, click Decimal and then click the form.
Be sure to put the name of the database field or variable that you want to associate with this control
into the Input property.
Property
Usage
Name
Specify a unique identifier for the object on the screen. (Optional)
This name is used by external applications, such as RAD, to dynamically
change the properties of the object.
X
Specify the object’s horizontal position based on the left edge of the object.
Y
Specify the object’s vertical position based on the top edge of the object.
Width
Specify the width of the object in alignment grid units.
Height
Specify the height of the object in alignment grid units.
Visible
Select this option to make the object visible on the form. Clear the check
box to hide the object from view on the form.
Visible Condition
Specify an expression to override the Visible property when that expression
evaluates to true.
Caption
Specify a text caption for the object.
Caption Condition
Specify an expression to override the Caption property when that
expression evaluates to true.
Input
Specify the database field or variable to associate with this control.
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Property
Usage
Accessible Name
Specify a component name for use with accessibility software. (Optional)
Note: This function is only supported by the Web client.
If no name is present, the Web client defaults to looking for a nearby label
to use for the name of the component. For buttons, check boxes, or radio
buttons, it uses the component’s text. Accessibility software can query the
Web client to get this information and use it to present data to the user in a
variety of ways. For example, speech simulation software says the name
and the type of component when the component has focus.
Accessible Description Specify a component description for use with accessibility software.
(Optional)
Note: This function is only supported by the Web client.
If no description is present, the Web client defaults to looking for a nearby
label to use for the name of the component. For buttons, check boxes, or
radio buttons, the Web client will use the component’s text. Accessibility
software can query the Web client to get this information, and use it to
present it to the user in a variety of ways. For example, when a component
gets focus, speech simulation software will say the name and the type of
component, based on the settings in the Accessible Name and Accessible
Description fields.
Tab Stop
Specify the tab sort order for this field. By default, the TAB key navigates
the focus on a form from top to bottom and left to right. Objects that have
a non-zero Tab Stop are visited first, in ascending order. For a button, file,
radio button or check box, you will almost always use the default of 0.
Input Conversion
Specify the name of an Input Conversion routine. This property is used by
RAD subroutines that mask the display of data on an input field, or check
and validate the entry of data into an input field. If specified, the routine is
called at runtime to convert the contents of the field before it is displayed
on the screen. For examples, refer to the RAD input and output routines.
Mask
Specify the mask value (the condition that sets a value to be passed for this
field to the input and output conversion routines). When a field has a mask
value and you save the record, the format of the mask value displays in the
field. For example, you decide to update the purchase cost information of a
contract in Configuration Management. You enter a date in the Currency EX
Date field of the Financial tab as 02/26/09. The condition for the mask value
is set as: xxx dd,yyyy. When you save the record, the Currency Ex Date field
displays the date format of February 26, 2009. Valid values for the mask
vary depending on the routine being called.
Output Conversion
Specify the name of an Output Conversion routine. This property is used by
RAD subroutines that mask the display of data on an output field, or check
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Property
Usage
and validate the entry of data into an input field. If specified, the routine is
called at runtime to convert the contents of the field before it is displayed
on the screen. For examples, refer to the RAD input and output routines.
Read-Only
Select this option to disable editing capabilities and provide only viewing
access to the field. Give read–only fields a tab–stop value of –1 to prevent
users from tabbing into them.
Read-Only Condition
Specify an expression to override the Read-Only property when that
expression evaluates to true.
Decimals
Specify the number of decimal points for numbers in this field.
Service Manager modifies numbers entered in the field to the number of
decimal points you specify.
Parse
Select this option to verify that the text entered in a field is the correct
syntax. The syntax for the field is defined by the type of field it displays
(date, expression, number, and so forth).
Mandatory
Select this option so that a red asterisk indicating a required field is
displayed. This is a visible change only.
- To make the field mandatory for any form it appears on, use the System
Definition Utility.
- To make the field mandatory for a small number of forms only, use
Format Control.
Mandatory Condition
Specify an expression to override the Mandatory property when that
expression evaluates to true.
Dynamic Form control
Use this control to add a dynamic form that becomes visible when populated by XML from a RAD
application or JavaScript. The aspect and content of the dynamic form depend on the XML.
To place a dynamic form on a form, click Dynamic Form and then click the form.
Be sure to put the name of the database field or variable that you want to associate with this control
into the Input property.
To view the dynamic form, open the form on which it is located with Database Manager. Each time you
save changes in Forms Designer, exit the form and reload it in Database Manager.
Property
Usage
Name
Specify a unique identifier for the object on the screen. (Optional)
This name is used by external applications, such as RAD, to dynamically change
the properties of the object.
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Property
Usage
X
Specify the object’s horizontal position based on the left edge of the object.
Y
Specify the object’s vertical position based on the top edge of the object.
Width
Specify the width of the object in alignment grid units.
Height
Specify the height of the object in alignment grid units.
Visible
Select this option to make the object visible on the form. Clear the check box to
hide the object from view on the form.
Visible Condition Specify an expression to override the Visible property when that expression
evaluates to true.
Read-Only
Select this option to disable editing capabilities and provide only viewing access
to the field. Give read–only fields a tab–stop value of –1 to prevent users from
tabbing into them.
ReadOnly Condition
Specify an expression to override the Read-Only property when that expression
evaluates to true.
Input
Specify the database field or variable to associate with this control.
Tab Stop
Specify the tab sort order for this field. By default, the TAB key navigates the
focus on a form from top to bottom and left to right. Objects that have a nonzero Tab Stop are visited first, in ascending order. For a button, file, radio button
or check box, you will almost always use the default of 0.
Embedded Viewer control
Use this control to add an Embedded Viewer that enables Web client users to view integrations.
To place an Embedded Viewer on a form, click Embedded Viewer and then click the form.
Be sure to put the name of the database field or variable that you want to associate with this control
into the Input property.
Property
Usage
Accessible Description Specify a component description for use with accessibility software.
(Optional)
Note: This function is only supported by the Web client.
If no description is present, the Web client defaults to looking for a nearby
label to use for the name of the component. For buttons, check boxes, or
radio buttons, the Web client will use the component’s text. Accessibility
software can query the Web client to get this information, and use it to
present it to the user in a variety of ways. For example, when a component
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Usage
gets focus, speech simulation software will say the name and the type of
component, based on the settings in the Accessible Name and Accessible
Description fields.
Frameborder
Specify whether a border is displayed around the embedded viewer. If you
do not specify anything or enter 1, a border is displayed. If you enter 0,
there is no border.
Height
Specify the height of the object in alignment grid units.
Input
Specify the database field or variable to associate with this control.
Name
Specify a unique identifier for the object on the screen. (Optional)
This name is used by external applications, such as RAD, to dynamically
change the properties of the object.
Tab Stop
Specify the tab sort order for this field. By default, the TAB key navigates
the focus on a form from top to bottom and left to right. Objects that have
a non-zero Tab Stop are visited first, in ascending order. For a button, file,
radio button or check box, you will almost always use the default of 0.
Use client styling
Select this option to display content with the font, font size, margins and
background color set in the client.
Visible
Select this option to make the object visible on the form. Clear the check
box to hide the object from view on the form.
Visible Condition
Specify an expression to override the Visible property when that expression
evaluates to true.
Width
Specify the width of the object in alignment grid units.
X
Specify the object’s horizontal position based on the left edge of the object.
Y
Specify the object’s vertical position based on the top edge of the object.
File control
Use this control to enable users to launch a File Open dialog box and upload or download files.
To place a file on a form, click File and then click the form.
Be sure to put the name of the database field or variable that you want to associate with this control
into the Input property.
Property
Usage
Name
Specify a unique identifier for the object on the screen. (Optional)
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Property
Usage
This name is used by external applications, such as RAD, to dynamically
change the properties of the object.
X
Specify the object’s horizontal position based on the left edge of the object.
Y
Specify the object’s vertical position based on the top edge of the object.
Width
Specify the width of the object in alignment grid units.
Height
Specify the height of the object in alignment grid units.
Visible
Select this option to make the object visible on the form. Clear the check
box to hide the object from view on the form.
Visible Condition
Specify an expression to override the Visible property when that expression
evaluates to true.
Input
Specify the database field or variable to associate with this control.
Accessible Name
Specify a component name for use with accessibility software. (Optional)
Note: This function is only supported by the Web client.
If no name is present, the Web client defaults to looking for a nearby label
to use for the name of the component. For buttons, check boxes, or radio
buttons, it uses the component’s text. Accessibility software can query the
Web client to get this information and use it to present data to the user in a
variety of ways. For example, speech simulation software says the name
and the type of component when the component has focus.
Accessible Description Specify a component description for use with accessibility software.
(Optional)
Note: This function is only supported by the Web client.
If no description is present, the Web client defaults to looking for a nearby
label to use for the name of the component. For buttons, check boxes, or
radio buttons, the Web client will use the component’s text. Accessibility
software can query the Web client to get this information, and use it to
present it to the user in a variety of ways. For example, when a component
gets focus, speech simulation software will say the name and the type of
component, based on the settings in the Accessible Name and Accessible
Description fields.
Tab Stop
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Specify the tab sort order for this field. By default, the TAB key navigates
the focus on a form from top to bottom and left to right. Objects that have
a non-zero Tab Stop are visited first, in ascending order. For a button, file,
radio button or check box, you will almost always use the default of 0.
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Property
Usage
Mandatory
Select this option so that a red asterisk indicating a required field is
displayed. This is a visible change only.
- To make the field mandatory for any form it appears on, use the System
Definition Utility.
- To make the field mandatory for a small number of forms only, use
Format Control.
Mandatory Condition
Specify an expression to override the Mandatory property when that
expression evaluates to true.
Transfer direction
Specify whether you want the user to be able to download or upload the file.
The default is download.
Note: If you do not have the transfer direction set properly, the user will get
an error message and will not be able to upload/download the file. For
example, if pressing the Specify File button gets the following error
message, "File not found. Please verify the correct file name was given.",
you may need to change the transfer direction from upload to download.
File Directory
Specify the absolute path to a directory. For example, c:/temp. If no
directory is specified, the Service Manager RUN directory defaults.
File Type
Specify the MIME–type of the file the File Open dialog prompts for. For
example, .txt for text files. If no MIME type is specified, the default is All
Files (*.*).
Title
Specify the name of the file you want to transfer.
Frame control
Use this control to add a container that creates a cosmetic rectangular border. Use bevel frames to
make your forms more attractive or easier to understand.
To place a frame on a form, click Frame and then click the form.
Property
Usage
Name
Specify a unique identifier for the object on the screen. (Optional)
This name is used by external applications, such as RAD, to dynamically change
the properties of the object.
X
Specify the object’s horizontal position based on the left edge of the object.
Y
Specify the object’s vertical position based on the top edge of the object.
Width
Specify the width of the object in alignment grid units.
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Property
Usage
Height
Specify the height of the object in alignment grid units.
Visible
Select this option to make the object visible on the form. Clear the check box to
hide the object from view on the form.
Visible Condition
Specify an expression to override the Visible property when that expression
evaluates to true.
Background Color
Specify the Background Color. You must select the Opaque property check box
for the Back Color to have an effect. The only Background Color available for a
Windows client marquee is black.
Outer Bevel Width Specify the amount, in points, to increase or decrease the standard font size.
Inner Bevel Width
Specify an expression to override the Font Increase property when that
expression evaluates to true.
Graph control
Use this control to display a diagram of connected nodes representing a system of two or more
interrelated things. To add a graph to a form, either click on the control in the toolbar and then click on
the drawing canvas, or, drag and drop the control from the toolbar to the drawing canvas.
Property
Usage
Name
Specify a unique identifier for the object on the screen. (Optional)
This name is used by external applications, such as RAD, to dynamically change
the properties of the object.
X
Specify the object’s horizontal position based on the left edge of the object.
Y
Specify the object’s vertical position based on the top edge of the object.
Width
Specify the width of the object in alignment grid units.
Height
Specify the height of the object in alignment grid units.
Input
Specify the database field or variable to associate with this control. The primary
use for this property is to set the focus on the graph.
Accessible
Description
Specify a component description for use with accessibility software. (Optional)
Note: This function is only supported by the Web client.
If no description is present, the Web client defaults to looking for a nearby label
to use for the name of the component. For buttons, check boxes, or radio
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Property
Usage
buttons, the Web client will use the component’s text. Accessibility software can
query the Web client to get this information, and use it to present it to the user in
a variety of ways. For example, when a component gets focus, speech simulation
software will say the name and the type of component, based on the settings in
the Accessible Name and Accessible Description fields.
Visible
Select this option to make the object visible on the form. Clear the check box to
hide the object from view on the form.
Visible Condition Specify an expression to override the Visible property when that expression
evaluates to true.
Grid view tool
This button enables you to view the alignment grid while designing a form.
Click the Grid Preview icon to overlay the design area with a grid.
Click the icon again to remove the overlay.
Group control
Use this control to add a container that enables you to logically group associated items. In the Windows
client the Group has a rectangular border with a text label at the top.
Note: In the Web client, a group can be displayed as a collapsible section; see the last three
properties listed in the table below.
Caution: When designing forms with collapsible sections, use the following guidelines to avoid
formatting problems when the form is displayed in the Web client.
l
All groups on the form should be marked as Collapsible-enabled.
l
All widgets must be placed in a collapsible group box; no widgets should remain floating
independently on the form.
l
Do not stack or mix collapsible group boxes with non-collapsible group boxes.
To place a group on a form, click Group and then click the form.
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Property
Usage
Name
Specify a unique identifier for the object on the screen. (Optional)
This name is used by external applications, such as RAD, to dynamically
change the properties of the object.
X
Specify the object’s horizontal position based on the left edge of the
object.
Y
Specify the object’s vertical position based on the top edge of the
object.
Width
Specify the width of the object in alignment grid units.
Height
Specify the height of the object in alignment grid units.
Visible
Select this option to make the object visible on the form. Clear the
check box to hide the object from view on the form.
Visible Condition
Specify an expression to override the Visible property when that
expression evaluates to true.
Caption
Specify a text caption for the object.
Caption Condition
Specify an expression to override the Caption property when that
expression evaluates to true.
Foreground Color
Select the text color from the drop-down list.
Note: The foreground color property for group boxes is controlled
by the current Microsoft Windows theme that you have selected.
For example, when you select "Windows XP" for the theme and
the color scheme is set to "Default (Blue)" or "Silver," the
foreground color for group box captions is set to blue. If you
select "Windows Classic" for the theme, the foreground color
property and DVD condition can be programmatically controlled,
based on the settings in Forms Designer. This applies to both the
Windows client and the Web client when run in Internet Explorer.
The theme selection in Forms Designer does not affect the Web
client when run from a Firefox browser.
Foreground Color Condition
Specify a formula to evaluate the ForeColor property at run time. The
result of this evaluation overrides the value assigned to the property.
Background Color
Specify the Background Color. You must select the Opaque property
check box for the Back Color to have an effect. The only
Background Color available for a Windows client marquee is black.
Background Color Condition Specify an expression to override the BackColor property when that
expression evaluates to true.
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Property
Usage
Font
Select a font for the text of your label, table, timer, or marquee
caption from the drop-down list.
Bold
Select this option to apply bold to the label, default text, frame
caption, or marquee caption.
Bold Condition
Specify an expression to override the Bold property when that
expression evaluates to true.
Italic
Select this option to apply italics to your label, default font, or caption.
Italic Condition
Specify an expression to override the Italic property when that
expression evaluates to true.
Heading Level
Specify the heading level for this control so that a corresponding HTML
heading tag (<h1> to <h6>) is generated.
Note: This function is only supported by the Web client.
Justification
Specify the justification for the object label as Left, Right, or Center.
Font Increase
Specify the amount, in points, to increase or decrease the standard
font size.
Font Increase Condition
Specify an expression to override the Font Increase property when
that expression evaluates to true.
Array Length
Specify the size of the scrolling region used to view array entries.
A scroll bar appears beside the fields to allow users to view the array
entries.
l
l
l
If a field is assigned an Array Length of 5, the form stacks five
fields vertically to allow users to view the five array entries.
If Array Length is set to -1, the form dynamically creates as many
fields as there are entries in the array.
If the Input data type is scalar, only a single text box appears.
Note: The screen object must be associated with an array data
structure.
The default is 0, which means one vertical line of information appears.
Floating group enabled
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This option enables the group to change its relative position on the
form so that it is not hidden when sections above it expand downward,
and does not leave a blank spot after being collapsed.
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Note:This option applies to the Web client only.
Collapse enabled
This option enables the group to be displayed as a collapsible section
that can be expanded and collapsed by the user.
Note:This option applies to the Web client only.
Default to Expanded
Displays a collapsible group as expanded, by default. The user can
close it if desired.
Note:This option applies to the Web client only.
HTML Editor control
Use this control to add an HTML Editor that enables users to add standard HTML to the form. Service
Manager displays the rendered HTML in the HTML Viewer.
To place an HTML Editor on a form, click HTML Editor and then click the form.
Be sure to put the name of the database field or variable that you want to associate with this control
into the Input property.
Important: For Accessibility, the HTML Editor must be the last widget in its form or page, because you
will not be able to tab to any widgets placed under it.
Property
Usage
Name
Specify a unique identifier for the object on the screen. (Optional)
This name is used by external applications, such as RAD, to dynamically
change the properties of the object.
X
Specify the object’s horizontal position based on the left edge of the
object.
Y
Specify the object’s vertical position based on the top edge of the object.
Width
Specify the width of the object in alignment grid units.
Height
Specify the height of the object in alignment grid units.
Visible
Select this option to make the object visible on the form. Clear the check
box to hide the object from view on the form.
Visible Condition
Specify an expression to override the Visible property when that
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Usage
expression evaluates to true.
Input
Specify the database field or variable to associate with this control.
Tab Stop
Specify the tab sort order for this field. By default, the TAB key navigates
the focus on a form from top to bottom and left to right. Objects that
have a non-zero Tab Stop are visited first, in ascending order. For a
button, file, radio button or check box, you will almost always use the
default of 0.
Accessible Description
Specify a component description for use with accessibility software.
(Optional)
Note: This function is only supported by the Web client.
If no description is present, the Web client defaults to looking for a
nearby label to use for the name of the component. For buttons, check
boxes, or radio buttons, the Web client will use the component’s text.
Accessibility software can query the Web client to get this information,
and use it to present it to the user in a variety of ways. For example,
when a component gets focus, speech simulation software will say the
name and the type of component, based on the settings in the
Accessible Name and Accessible Description fields.
Toolbar Configuration
Enables you to select an HTML Editor Toolbar from the available
toolbars.
- Standard includes options for the most common HTML tags.
- Knowledge Management includes options for the HTML tags required
for Knowledge Management plus the Standard tags.
- Knowledge Management Extended includes options Knowledge
Management development, plus the Knowledge Management and
Standard tags.
Insert Image Option
This property is for internal Service Manager development use only. It
functions properly only in association with appropriate application code.
Insert Attachment Option This property is for internal Service Manager development use only. It
functions properly only in association with appropriate application code.
Insert Link Option
This property is for internal Service Manager development use only. It
functions properly only in association with appropriate application code.
Value List
In conjunction with the Input property, defines how the Display List
values are identified in the database. Value and Display Lists are entered
using the Edit List dialog box. You can enter hard coded entries for each
list, or you can supply a variable as the first and only entry. The run time
values of the variable are used to populate these lists.
This property is supported only in association with the toolbar
configuration Knowledge Management Extended, which is not intended
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Usage
to be used outside of the out-of-box Knowledge Management module.
Display List
Specify the values that appear in the drop-down list at run time. There
must be a one–to–one correspondence between the values for Value List
and for Display List. If the Display List is the only populated property, the
display values are written to the database.
This property is supported only in association with the toolbar
configuration Knowledge Management Extended, which is not intended
to be used outside of the out-of-box Knowledge Management module.
HTML Viewer control
Use this control to add an HTML Viewer that enables users to view the HTML created using the
HTML Editor.
To place an HTML Viewer on a form, click HTML Viewer and then click the form.
Be sure to put the name of the database field or variable that you want to associate with this control
into the Input property.
Warning: Keep in mind that text you copy and paste from other sources may contain formatting tags,
even if it looks like plain text.
Property
Usage
Accessible Description Specify a component description for use with accessibility software.
(Optional)
Note: This function is only supported by the Web client.
If no description is present, the Web client defaults to looking for a nearby
label to use for the name of the component. For buttons, check boxes, or
radio buttons, the Web client will use the component’s text. Accessibility
software can query the Web client to get this information, and use it to
present it to the user in a variety of ways. For example, when a component
gets focus, speech simulation software will say the name and the type of
component, based on the settings in the Accessible Name and Accessible
Description fields.
Height
Specify the height of the object in alignment grid units.
HTML-Generating
Script
A Javascript function that generates the content for the HTML Viewer. For
example, open the form "configurationItem" in Forms Designer. On the "CI
Changes" notebook page there is an HTML Viewer which has
"configurationManagement.getPendingChanges" for that property. To see
this function, type SL in the command line, and then type
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Property
Usage
configurationManagement in the Name field. Click Search, and then scroll
down. You will see the "getPendingChanges" function.
Input
Specify the database field or variable to associate with this control.
Name
Specify a unique identifier for the object on the screen. (Optional)
This name is used by external applications, such as RAD, to dynamically
change the properties of the object.
Tab Stop
Specify the tab sort order for this field. By default, the TAB key navigates
the focus on a form from top to bottom and left to right. Objects that have
a non-zero Tab Stop are visited first, in ascending order. For a button, file,
radio button or check box, you will almost always use the default of 0.
Use client styling
Select this option to display an HTML snippet.
The viewer will display the text respecting the font, font size, margins and
background color set in the client. A fully defined HTML document may not
display correctly.
Note: Mark the checkbox for Service Catalog.
Clear the checkbox to display a fully defined HTML document. A fully defined
HTML document contains <html><head></head><body></body></html>. If
the input does not contain any HTML formatting it will display plain text.
Note: Clear the checkbox for Knowledge Management.
Visible
Select this option to make the object visible on the form. Clear the check
box to hide the object from view on the form.
Visible Condition
Specify an expression to override the Visible property when that expression
evaluates to true.
Width
Specify the width of the object in alignment grid units.
X
Specify the object’s horizontal position based on the left edge of the object.
Y
Specify the object’s vertical position based on the top edge of the object.
Frameborder
Specify whether a border is displayed around the HTML viewer. If you do not
specify anything or enter 1, a border is displayed. If you enter 0, there is no
border.
Standards Mode
Select this option if you want the web browser to render the HTML
document in Standards Mode. When this option is selected, a DOCTYPE is
added to the beginning of the document.
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Image control
Use this control to add an image from a Microsoft Windows image file.
To place an image on a form, click Image and then click the form.
Be sure to put the name of the database field or variable that you want to associate with this control
into the Input property.
Property
Usage
Name
Specify a unique identifier for the object on the screen. (Optional)
This name is used by external applications, such as RAD, to dynamically change
the properties of the object.
X
Specify the object’s horizontal position based on the left edge of the object.
Y
Specify the object’s vertical position based on the top edge of the object.
Width
Specify the width of the object in alignment grid units.
Height
Specify the height of the object in alignment grid units.
Visible
Select this option to make the object visible on the form. Clear the check box to
hide the object from view on the form.
Visible Condition Specify an expression to override the Visible property when that expression
evaluates to true.
Input
Specify the database field or variable to associate with this control.
Read-Only
Select this option to disable editing capabilities and provide only viewing access
to the field. Give read–only fields a tab–stop value of –1 to prevent users from
tabbing into them.
ReadOnly Condition
Specify an expression to override the Read-Only property when that expression
evaluates to true.
Image
Specifies the name of an image file to display on the control. The image file must
reside in any of the following paths, in which Service Manager looks for the
image:
Windows client:
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<Service Manager>\Client\plugins\com.hp.ov.sm.client.common_
x.xx.xxx\src\resources\icons
A local directory on the client machine, which is specified in the Image path
field (Window > Preferences). For example: C:\smCustomImages.
Web client:
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Property
Usage
<Service Manager web tier>\images. For example:
<Tomcat>\webapps\webtier-x.xx\images.
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Note: When you specify the image file for this property, you need to provide
both the file name and the file name extension.
Image Condition
Specify an expression to override the Image property when that expression
evaluates to true.
Label control
Use this control to add a label. A label is a single line of text you can use to give titles to forms, give
labels to objects within the form, or otherwise place text on the form.
To place a label on a form, click Label and then click the form.
Be sure to put the name of the database field or variable that you want to associate with this control
into the Input property.
Best practices
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Use black for label text.
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Left-align label text and end it with a colon.
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Do not create colored text "drop shadows." These do not render well in the Web client.
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Labels on menu forms (for example, menu.gui.home) should have a font increase of 2.
Property
Usage
Name
Specify a unique identifier for the object on the screen. (Optional)
This name is used by external applications, such as RAD, to dynamically
change the properties of the object.
X
Specify the object’s horizontal position based on the left edge of the
object.
Y
Specify the object’s vertical position based on the top edge of the
object.
Width
Specify the width of the object in alignment grid units.
Height
Specify the height of the object in alignment grid units.
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Visible
Select this option to make the object visible on the form. Clear the
check box to hide the object from view on the form.
Visible Condition
Specify an expression to override the Visible property when that
expression evaluates to true.
Caption
Specify a text caption for the object.
Caption Condition
Specify an expression to override the Caption property when that
expression evaluates to true.
Input
Specify the database field or variable to associate with this control.
Label for
Specify the name of a control that uses this label.
Note: If you specify a variable for this label, you need to provide a
valid value here. Otherwise, the label cannot be read by JAWS.
Foreground Color
Select the text color from the drop-down list.
Foreground Color Condition
Specify a formula to evaluate the ForeColor property at run time. The
result of this evaluation overrides the value assigned to the property.
Background Color
Specify the Background Color. You must select the Opaque property
check box for the Back Color to have an effect. The only
Background Color available for a Windows client marquee is black.
Background Color Condition Specify an expression to override the BackColor property when that
expression evaluates to true.
Background Style
Applies to the display of the label in the Web client only. Select
Underline to display the label as underlined text. Select Solid
Background to display the label background as a solid colored bar.
Font
Select a font for the text of your label, table, timer, or marquee
caption from the drop-down list.
Bold
Select this option to apply bold to the label, default text, frame
caption, or marquee caption.
Bold Condition
Specify an expression to override the Bold property when that
expression evaluates to true.
Italic
Select this option to apply italics to your label, default font, or caption.
Italic Condition
Specify an expression to override the Italic property when that
expression evaluates to true.
Font Increase
Specify the amount, in points, to increase or decrease the standard
font size.
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Usage
Font Increase Condition
Specify an expression to override the Font Increase property when
that expression evaluates to true.
Array Length
Specify the size of the scrolling region used to view array entries. A
scroll bar appears beside the fields to allow users to view the array
entries.
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If a field is assigned an Array Length of 5, the form stacks five
fields vertically to allow users to view the five array entries.
If Array Length is set to -1, the form dynamically creates as many
fields as there are entries in the array.
If the Input data type is scalar, only a single text box appears.
The default value is 0, which means one vertical line of information
appears.
Note: The screen object must be associated with an array data
structure.
Heading Level
Specify the heading level for this control so that a corresponding HTML
heading tag (<h1> to <h6>) is generated.
Note: This function is only supported by the Web client.
Justification
Specify the justification for the object label as Left, Right, or Center.
Link label control
Use this control to add a label that includes a caption and an icon that links to another source.
To place a link label on a form, click Link label and then click the form.
Be sure to put the name of the database field or variable that you want to associate with this control
into the Input property.
Property
Usage
Name
Specify a unique identifier for the object on the screen. (Optional)
This name is used by external applications, such as RAD, to dynamically
change the properties of the object.
X
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Specify the object’s horizontal position based on the left edge of the object.
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Y
Specify the object’s vertical position based on the top edge of the object.
Width
Specify the width of the object in alignment grid units.
Height
Specify the height of the object in alignment grid units.
Visible
Select this option to make the object visible on the form. Clear the check
box to hide the object from view on the form.
Visible Condition
Specify an expression to override the Visible property when that expression
evaluates to true.
Caption
Specify a text caption for the object.
Caption Condition
Specify an expression to override the Caption property when that
expression evaluates to true.
Input
Specify the database field or variable to associate with this control.
Accessible Name
Specify a component name for use with accessibility software. (Optional)
Note: This function is only supported by the Web client.
If no name is present, the Web client defaults to looking for a nearby label
to use for the name of the component. For buttons, check boxes, or radio
buttons, it uses the component’s text. Accessibility software can query the
Web client to get this information and use it to present data to the user in a
variety of ways. For example, speech simulation software says the name
and the type of component when the component has focus.
Accessible Description Specify a component description for use with accessibility software.
(Optional)
Note: This function is only supported by the Web client.
If no description is present, the Web client defaults to looking for a nearby
label to use for the name of the component. For buttons, check boxes, or
radio buttons, the Web client will use the component’s text. Accessibility
software can query the Web client to get this information, and use it to
present it to the user in a variety of ways. For example, when a component
gets focus, speech simulation software will say the name and the type of
component, based on the settings in the Accessible Name and Accessible
Description fields.
Tab Stop
Specify the tab sort order for this field. By default, the TAB key navigates
the focus on a form from top to bottom and left to right. Objects that have
a non-zero Tab Stop are visited first, in ascending order. For a button, file,
radio button or check box, you will almost always use the default of 0.
Button ID
Specify a numeric identification that specifies a Control ID to transmit when
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clicked.
Button ID Condition
Specify an expression to override the Button ID property when that
expression evaluates to true.
Image
Specifies the name of an image file to display on the control. The image file
must reside in any of the following paths, in which Service Manager looks
for the image:
Windows client:
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<Service Manager>\Client\plugins\com.hp.ov.sm.client.common_
x.xx.xxx\src\resources\icons
A local directory on the client machine, which is specified in the Image
path field (Window > Preferences). For example: C:\smCustomImages.
Web client:
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<Service Manager web tier>\images. For example:
<Tomcat>\webapps\webtier-x.xx\images.
Note: When you specify the image file for this property, you need to
provide both the file name and the file name extension.
Description
Specify the description text for the label.
Balloon Help
Specify the text string to display when the cursor is held over the button to
offer more information about the button’s function.
Enabled
Specify an initial state.
Enabled Condition
Specify a condition that enables the button when a table row is selected.
Example: [%tablename] == "selected" or [%tablename] != "selected" where
tablename is the value of the Name property of the table on the screen.
List Builder control
Use this control to add a compound widget that allows the user to construct a list of choices.
To place a List Builder on a form, click List Builder and then click the form.
Property
Usage
Name
Specify a unique identifier for the object on the screen. (Optional)
This name is used by external applications, such as RAD, to dynamically
change the properties of the object.
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Usage
X
Specify the object’s horizontal position based on the left edge of the object.
Y
Specify the object’s vertical position based on the top edge of the object.
Width
Specify the width of the object in alignment grid units.
Height
Specify the height of the object in alignment grid units.
Visible
Select this option to make the object visible on the form. Clear the check
box to hide the object from view on the form.
Visible Condition
Specify an expression to override the Visible property when that expression
evaluates to true.
Input
Specify the database field or variable to associate with this control.
Tab Stop
Specify the tab sort order for this field. By default, the TAB key navigates
the focus on a form from top to bottom and left to right. Objects that have
a non-zero Tab Stop are visited first, in ascending order. For a button, file,
radio button or check box, you will almost always use the default of 0.
Accessible Name
Specify a component name for use with accessibility software. (Optional)
Note: This function is only supported by the Web client.
If no name is present, the Web client defaults to looking for a nearby label
to use for the name of the component. For buttons, check boxes, or radio
buttons, it uses the component’s text. Accessibility software can query the
Web client to get this information and use it to present data to the user in a
variety of ways. For example, speech simulation software says the name
and the type of component when the component has focus.
Accessible Description Specify a component description for use with accessibility software.
(Optional)
Note: This function is only supported by the Web client.
If no description is present, the Web client defaults to looking for a nearby
label to use for the name of the component. For buttons, check boxes, or
radio buttons, the Web client will use the component’s text. Accessibility
software can query the Web client to get this information, and use it to
present it to the user in a variety of ways. For example, when a component
gets focus, speech simulation software will say the name and the type of
component, based on the settings in the Accessible Name and Accessible
Description fields.
Allow Duplicates
Click the box to allow duplicate items.
Choices Name
Specify a label for the Choices list.
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Usage
Display List
Specify the values that appear in the drop-down list at run time. There must
be a one–to–one correspondence between the values for and for Display
List. If the Display List is the only populated property, the display values are
what is written to the database.
Display List Condition
Specify an expression to override the Display List property when that
expression evaluates to true.
Selection Name
Specify a label for the Selections list.
Sortable
Click the box to allow reordering of the list items.
Value List
In conjunction with the Input property, defines how the Display List values
are identified in the database. Value and Display Lists are entered using the
Edit List dialog box. You can enter hard coded entries for each list, or you
can supply a variable as the first and only entry. The run time values of the
variable are used to populate these lists.
This property is supported only in association with the toolbar configuration
Knowledge Management Extended, which is not intended to be used outside
of the out-of-box Knowledge Management module.
Value List Condition
Specify an expression to override the Value List property when that
expression evaluates to true.
Marquee control
Use this control to add an attention–getting text message that scrolls continuously across the screen
from right to left.
To place a marquee on a form, click Marquee and then click the form. Be sure to put the name of the
database field or variable that you want to associate with this control into the Input property.
Mozilla-based browsers do not support the marqee tag and thus cannot display them in Web client
forms. You must either use an Internet Explorer browser or not use marquees in Web client forms.
Property
Usage
Name
Specify a unique identifier for the object on the screen. (Optional)
This name is used by external applications, such as RAD, to dynamically change
the properties of the object.
X
Specify the object’s horizontal position based on the left edge of the object.
Y
Specify the object’s vertical position based on the top edge of the object.
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Usage
Width
Specify the width of the object in alignment grid units.
Height
Specify the height of the object in alignment grid units.
Visible
Select this option to make the object visible on the form. Clear the check box to
hide the object from view on the form.
Visible Condition
Specify an expression to override the Visible property when that expression
evaluates to true.
Caption
Specify a text caption for the object.
Caption Condition Specify an expression to override the Caption property when that expression
evaluates to true.
Input
Specify the database field or variable to associate with this control.
Foreground Color
Select the text color from the drop-down list.
Background Color
Specify the Background Color. You must select the Opaque property check box
for the Back Color to have an effect. The only Background Color available for a
Windows client marquee is black.
Font
Select a font for the text of your label, table, timer, or marquee caption from the
drop-down list.
Bold
Select this option to apply bold to the label, default text, frame caption, or
marquee caption.
Italic
Select this option to apply italics to your label, default font, or caption.
Font Increase
Specify the amount, in points, to increase or decrease the standard font size.
Notebook Tab control
Use this control to add a tab to an existing notebook. Navigate to each page of the notebook by
selecting its tab.
Click to the right of the last tab on the notebook to open the notebook's properties. Click the notebook
tab and then the blank area below the tab to open the notebook tab's properties.
Best practices
Forms with tabs should include a header section which is not part of the tab. This header should include
important description information about the record. For example, incident records should show, at a
minimum, the incident number.
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To place a tab on a notebook, click Notebook tab and then click the notebook.
Be sure to put the name of the database field or variable that you want to associate with this control
into the Input property.
Property
Usage
Name
Specify a unique identifier for the object on the screen. (Optional)
This name is used by external applications, such as RAD, to dynamically change
the properties of the object.
X
Specify the object’s horizontal position based on the left edge of the object.
Y
Specify the object’s vertical position based on the top edge of the object.
Width
Specify the width of the object in alignment grid units.
Height
Specify the height of the object in alignment grid units.
Visible
Select this option to make the object visible on the form. Clear the check box to
hide the object from view on the form.
Visible Condition Specify an expression to override the Visible property when that expression
evaluates to true.
Tab Stop
Specify the tab sort order for this field. By default, the TAB key navigates the
focus on a form from top to bottom and left to right. Objects that have a nonzero Tab Stop are visited first, in ascending order. For a button, file, radio button
or check box, you will almost always use the default of 0.
Notebook control
Use this control to subdivide the contents of a screen into logical groups or categories. Notebooks
provide an aesthetic way of organizing large amounts of data into small spaces.
Click to the right of the last tab on the notebook to open the notebook properties. Click the tab and
then the blank area below the tab to open the notebook tab properties.
To place a notebook on a form, click Notebook and then click the form.
Best practice
Do not place notebooks next to other form elements or other notebooks.
Property
Usage
Name
Specify a unique identifier for the object on the screen. (Optional)
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Usage
This name is used by external applications, such as RAD, to dynamically
change the properties of the object.
X
Specify the object’s horizontal position based on the left edge of the
object.
Y
Specify the object’s vertical position based on the top edge of the object.
Width
Specify the width of the object in alignment grid units.
Height
Specify the height of the object in alignment grid units.
Visible
Select this option to make the object visible on the form. Clear the check
box to hide the object from view on the form.
Visible Condition
Specify an expression to override the Visible property when that
expression evaluates to true.
Tab Stop
Specify the tab sort order for this field. By default, the TAB key navigates
the focus on a form from top to bottom and left to right. Objects that
have a non-zero Tab Stop are visited first, in ascending order. For a
button, file, radio button or check box, you will almost always use the
default of 0.
Group rendering enabled Causes the notebook to be displayed as a group rather than a tabbed
notebook. The contents of each tab are displayed as separate sections of
the group. The notebook tabs that were arranged from left to right inside
the notebook are displayed from top to bottom in the group.
Heading Level
Specify the heading level for this control so that a corresponding HTML
heading tag (<h1> to <h6>) is generated.
Note: This function is only supported by the Web client.
Radio button control
Use this control to add a radio button to a form. A radio button enables the user to select one value
from a set of mutually exclusive values. The items in the set are associated with a database field or
variable. Use radio buttons to give the user a quick way to choose one option from a set of fixed and
mutually exclusive string values. It is a good practice to group related radio buttons within a frame.
Note: Radio buttons are not supported on record lists.
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Best practices
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If the choice is logical (true or false), use a check box instead.
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If choices are extensive or if the user may need to enter a choice manually, use a Combo Box
instead.
To place a radio button on a form, click Radio button and then click the form.
Be sure to put the name of the database field or variable that you want to associate with this control
into the Input property.
Property
Usage
Name
Specify a unique identifier for the object on the screen. (Optional)
This name is used by external applications, such as RAD, to dynamically
change the properties of the object.
X
Specify the object’s horizontal position based on the left edge of the object.
Y
Specify the object’s vertical position based on the top edge of the object.
Width
Specify the width of the object in alignment grid units.
Height
Specify the height of the object in alignment grid units.
Visible
Select this option to make the object visible on the form. Clear the check
box to hide the object from view on the form.
Visible Condition
Specify an expression to override the Visible property when that expression
evaluates to true.
Caption
Specify a text caption for the object.
Caption Condition
Specify an expression to override the Caption property when that
expression evaluates to true.
Input
Specify the database field or variable to associate with this control.
Accessible Name
Specify a component name for use with accessibility software. (Optional)
Note: This function is only supported by the Web client.
If no name is present, the Web client defaults to looking for a nearby label
to use for the name of the component. For buttons, check boxes, or radio
buttons, it uses the component’s text. Accessibility software can query the
Web client to get this information and use it to present data to the user in a
variety of ways. For example, speech simulation software says the name
and the type of component when the component has focus.
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Property
Usage
Accessible Description Specify a component description for use with accessibility software.
(Optional)
Note: This function is only supported by the Web client.
If no description is present, the Web client defaults to looking for a nearby
label to use for the name of the component. For buttons, check boxes, or
radio buttons, the Web client will use the component’s text. Accessibility
software can query the Web client to get this information, and use it to
present it to the user in a variety of ways. For example, when a component
gets focus, speech simulation software will say the name and the type of
component, based on the settings in the Accessible Name and Accessible
Description fields.
Tab Stop
Specify the tab sort order for this field. By default, the TAB key navigates
the focus on a form from top to bottom and left to right. Objects that have
a non-zero Tab Stop are visited first, in ascending order. For a button, file,
radio button or check box, you will almost always use the default of 0.
Foreground Color
Select the text color from the drop-down list.
Read-Only
Select this option to disable editing capabilities and provide only viewing
access to the field. Give read–only fields a tab–stop value of –1 to prevent
users from tabbing into them.
Read-Only Condition
Specify an expression to override the Read-Only property when that
expression evaluates to true.
Mandatory
Select this option so that a red asterisk indicating a required field is
displayed. This is a visible change only.
- To make the field mandatory for any form it appears on, use the System
Definition Utility.
- To make the field mandatory for a small number of forms only, use
Format Control.
Mandatory Condition
Specify an expression to override the Mandatory property when that
expression evaluates to true.
Data Changed Event
Specify the option number (such as Button ID) to call if the data contained in
the object changed. This sends an event to the display RAD application.
Value
Specify the value to assign to the field or variable specified in the Input
property when a user selects this radio button.
Selection tool
This button enables you to select, deselect, and modify design objects.
To select a control, click Selection tool and then click the control.
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Switch from selection mode to creation mode
If you want to create multiple instances of an object, hold down the Ctrl key and click anywhere on
the drawing canvas.
Select one object
Click on the object. Grab points are displayed indicating that the object is selected.
Or, hold down the left mouse button and drag a lasso across any part of the object. After lassoing
the object, handles are displayed.
Select multiple objects
Hold down the Ctrl key and click on multiple objects one at a time. Grab points are displayed on each
object. The properties view displays the common properties of the objects selected.
Or, drag and release a lasso across any part of the desired objects. After lassoing the objects,
handles are displayed on each object.
Clear one object
Hold down the Ctrl key and click on the object. Grab points disappear, indicating that the object is no
longer selected.
Clear multiple objects
Click on a blank area of the drawing canvas.
Position one object
Click on the object and continue holding down the left mouse button. Drag the object to the desired
position.
Position multiple objects
Hold down the Ctrl key and one at a time, click on the multiple objects you want to position. The
movement cursor appears when you hover over the selected objects.
At this point you can drag and drop the objects as a group anywhere on the drawing canvas.
Or, hold down the Ctrl key and one at a time, click on the multiple objects you want to position. Then
enter the X or Y coordinate for all the items in the properties editor. For example, if you want to
position multiple objects with the same left border, set the X property. The Y property can be used in
a similar way to position objects with the same top border.
Resize an object
Select the object. Drag the object handles to resize the object.
Delete one or more objects
Select the object(s). Press the Delete key.
Script control
Use this control to add a color-coded syntax editor to a form. This enables the user to enter JavaScript.
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To place a script on a form, click Script and then click the form.
Be sure to put the name of the database field or variable that you want to associate with this control
into the Input property.
Property
Usage
Name
Specify a unique identifier for the object on the screen. (Optional)
This name is used by external applications, such as RAD, to dynamically
change the properties of the object.
X
Specify the object’s horizontal position based on the left edge of the object.
Y
Specify the object’s vertical position based on the top edge of the object.
Width
Specify the width of the object in alignment grid units.
Height
Specify the height of the object in alignment grid units.
Visible
Select this option to make the object visible on the form. Clear the check
box to hide the object from view on the form.
Visible Condition
Specify an expression to override the Visible property when that expression
evaluates to true.
Input
Specify the database field or variable to associate with this control.
Tab Stop
Specify the tab sort order for this field. By default, the TAB key navigates
the focus on a form from top to bottom and left to right. Objects that have
a non-zero Tab Stop are visited first, in ascending order. For a button, file,
radio button or check box, you will almost always use the default of 0.
Accessible Name
Specify a component name for use with accessibility software. (Optional)
Note: This function is only supported by the Web client.
If no name is present, the Web client defaults to looking for a nearby label
to use for the name of the component. For buttons, check boxes, or radio
buttons, it uses the component’s text. Accessibility software can query the
Web client to get this information and use it to present data to the user in a
variety of ways. For example, speech simulation software says the name
and the type of component when the component has focus.
Accessible Description Specify a component description for use with accessibility software.
(Optional)
Note: This function is only supported by the Web client.
If no description is present, the Web client defaults to looking for a nearby
label to use for the name of the component. For buttons, check boxes, or
radio buttons, the Web client will use the component’s text. Accessibility
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software can query the Web client to get this information, and use it to
present it to the user in a variety of ways. For example, when a component
gets focus, speech simulation software will say the name and the type of
component, based on the settings in the Accessible Name and Accessible
Description fields.
Script
Specify the type of script. The default is js for JavaScript.
Subform control
Use this control to display a subform on another form.
Subforms displayed on forms have full functionality. Subforms displayed as pop-ups are read-only;
users cannot interact with them. To display the subform as a pop-up, use the Comfill control instead.
To place a subform on a form, click Subform and then click the form.
Put the name of the database field or variable that you want to associate with this control into the
Input property.
Property
Usage
Name
Specify a unique identifier for the object on the screen. (Optional)
This name is used by external applications, such as RAD, to dynamically
change the properties of the object.
X
Specify the object’s horizontal position based on the left edge of the object.
Y
Specify the object’s vertical position based on the top edge of the object.
Width
Specify the width of the object in alignment grid units.
Height
Specify the height of the object in alignment grid units.
Visible
Select this option to make the object visible on the form. Clear the check box
to hide the object from view on the form.
Visible Condition
Specify an expression to override the Visible property when that expression
evaluates to true.
Format
Specify the form to display. Be sure you type the exact form name.
Virtual Join
Select this option to associate virtual join run time processing with the
subform object. Clear the check box to use a same-file join.
Display Blank
Select this option to display the subform even if no records were found for the
virtual join. Clear the check box to skip display of the format if there are no
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matching records.
Note: Used only for virtual joins.
Display Using Table Select this option to display the subform in table format.
Input
Specify the database field or variable to associate with this control.
Table column control
Use this control to add a column to an existing table.
Note: To avoid unpredictable behavior, do not set a DVD condition to use a variable that is based on a
record displayed in the Table widget.
To add a column to a table, click Table column and then click the table.
Be sure to put the name of the database field or variable that you want to associate with this control
into the Input property.
Best practice
Column headings should follow book title capitalization rules, for example, File Name not file name or
file.name.
Property
Usage
Name
Specify a unique identifier for the object on the screen. (Optional)
This name is used by external applications, such as RAD, to dynamically
change the properties of the object.
X
Specify the object’s horizontal position based on the left edge of the
object.
Y
Specify the object’s vertical position based on the top edge of the
object.
Width
Specify the width of the object in alignment grid units.
Height
Specify the height of the object in alignment grid units.
Visible
Select this option to make the object visible on the form. Clear the
check box to hide the object from view on the form.
Visible Condition
Specify an expression to override the Visible property when that
expression evaluates to true.
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Caption
Specify a text caption for the object.
Caption Condition
Specify an expression to override the Caption property when that
expression evaluates to true.
Input
Specify the database field or variable to associate with this control.
Accessible Name
Specify a component name for use with accessibility software.
(Optional)
Note: This function is only supported by the Web client.
If no name is present, the Web client defaults to looking for a nearby
label to use for the name of the component. For buttons, check boxes,
or radio buttons, it uses the component’s text. Accessibility software
can query the Web client to get this information and use it to present
data to the user in a variety of ways. For example, speech simulation
software says the name and the type of component when the
component has focus.
Accessible Description
Specify a component description for use with accessibility software.
(Optional)
Note: This function is only supported by the Web client.
If no description is present, the Web client defaults to looking for a
nearby label to use for the name of the component. For buttons, check
boxes, or radio buttons, the Web client will use the component’s text.
Accessibility software can query the Web client to get this information,
and use it to present it to the user in a variety of ways. For example,
when a component gets focus, speech simulation software will say the
name and the type of component, based on the settings in the
Accessible Name and Accessible Description fields.
Field
In the case where the array specified in the input property is an array
of structure, it specifies the field in the structure for this object.
Column Width Percent
Enables you to set the column width to a percentage of the page.
Minimum Column Width
Enables you to set the minimum width of the column in a table.
Clickable Title
Select this option to allow the user to click the title.
Button ID
When an individual column Button ID is set to 0, the Default Button ID is
used.
Show Title
Select this option to make the title appear in the table.
Value List
In conjunction with the Input property, defines how the Display List
values are identified in the database. Value and Display Lists are
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entered using the Edit List dialog box. You can enter hard coded entries
for each list, or you can supply a variable as the first and only entry. The
run time values of the variable are used to populate these lists.
This property is supported only in association with the toolbar
configuration Knowledge Management Extended, which is not intended
to be used outside of the out-of-box Knowledge Management module.
Image File
Specifies the name of an image file to display on the control. The image
file must reside in any of the following paths, in which Service Manager
looks for the image:
Windows client:
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<Service Manager>\Client\plugins\com.hp.ov.sm.client.common_
x.xx.xxx\src\resources\icons
A local directory on the client machine, which is specified in the
Image path field (Window > Preferences). For example:
C:\smCustomImages.
Web client:
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<Service Manager web tier>\images. For example:
<Tomcat>\webapps\webtier-x.xx\images.
Note: You do not need to include the image file suffix for this property;
the image file name must be unique.
Display List
Specify the values that appear in the drop-down list at run time. There
must be a one–to–one correspondence between the values for Value
List and for Display List. If the Display List is the only populated
property, the display values are what is written to the database.
Select Only
Setting Select Only to Yes by checking the box requires the user to
select from the Combo Box drop-down list. If the user makes a manual
entry, the value must already exist in the drop-down list (defined in the
Value List and Display List properties).
Setting it to No by leaving the box unchecked allows the user to select
from the drop-down list or to manually enter a value. No works with or
without a drop-down list as defined in the and Display List properties.
Read-Only
Select this option to disable editing capabilities and provide only
viewing access to the field. Give read–only fields a tab–stop value of –1
to prevent users from tabbing into them.
Maximum Chars
Specify the number of characters the user can enter in the field. The
default is 0 (unlimited).
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Maximum Characters Beep When set to Yes by checking the box, it notifies the user by sounding a
beep that they reached the maximum number of characters. Not
available on UNIX systems.
Case Conversion
Specify how to change the case of text entered in the field. The choices
are None, Upper, Lower.
Decimals
Specify the number of decimal points for numbers in this field.
Service Manager modifies numbers entered in the field to the number
of decimal points you specify.
Parse
Select this option to verify that the text entered in a field is the correct
syntax. The syntax for the field is defined by the type of field it displays
(date, expression, number, and so forth).
Justification
Specify the justification for the object label as Left, Right, or Center.
Input Conversion
Specify the name of an Input Conversion routine. This property is used
by RAD subroutines that mask the display of data on an input field, or
check and validate the entry of data into an input field. If specified, the
routine is called at runtime to convert the contents of the field before
it is displayed on the screen. For examples, refer to the RAD input and
output routines.
Mask
Specify the mask value (the condition that sets a value to be passed for
this field to the input and output conversion routines). When a field has
a mask value and you save the record, the format of the mask value
displays in the field. For example, you decide to update the purchase
cost information of a contract in Configuration Management. You enter
a date in the Currency EX Date field of the Financial tab as 02/26/09.
The condition for the mask value is set as: xxx dd,yyyy. When you save
the record, the Currency Ex Date field displays the date format of
February 26, 2009. Valid values for the mask vary depending on the
routine being called.
Output Conversion
Specify the name of an Output Conversion routine. This property is
used by RAD subroutines that mask the display of data on an output
field, or check and validate the entry of data into an input field. If
specified, the routine is called at runtime to convert the contents of
the field before it is displayed on the screen. For examples, refer to the
RAD input and output routines.
Password
Select this option to make the text entered in the field a series of
asterisks on the screen. The data is not encrypted, just transposed.
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Table control
Use this control to add a table that displays one or more columns of data in a scrollable pane. The tables
you create in the Form Designer appear as a rectangular region subdivided by rows and columns. The
look and feel mimics tables in Microsoft Office applications, such as Excel.
Table have the following features:
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Cells may display text or images.
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Columns may vary in width. The user can resize the columns using the mouse.
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Columns may have an optional heading button, which can be mapped to perform an action.
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All rows are the same height, defined by the table's font.
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The user can scroll through data by use of scroll bars or the keyboard.
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All expected keyboard navigation is supported (Up, Down, Next, Prev, Last, First, and so forth)
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You can edit cells or make them read-only.
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Selecting a read-only cell results in a highlight of the entire row.
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Selecting an cell to edit results in the in-place creation of an edit field or drop-down Combo Box that
lets the user edit the cell.
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Users can edit a field by clicking on it or by pressing the Enter key while the table has focus. Tabbing
events received while the table is in edit mode result in navigation from one cell to the next.
Pressing Enter while a cell is being edited results in the changes being accepted and the cell‘s row
being highlighted. Tabbing events received when a row is highlighted are handled by passing focus to
the next object in the window.
Note: To avoid unpredictable behavior, do not set a DVD condition to use a variable that is based on
a record displayed in the Table widget. The only exception is the Foreground Color Condition
property, which takes effect at the record level.
To place a table on a form, click Table and then click the form.
Property
Usage
Name
Specify a unique identifier for the object on the screen. (Optional)
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This field is required if you enable the Multiple Selection property. This
name is used by external applications, such as RAD, to dynamically
change the properties of the object.
X
Specify the object’s horizontal position based on the left edge of the
object.
Y
Specify the object’s vertical position based on the top edge of the
object.
Width
Specify the width of the object in alignment grid units.
Height
Specify the height of the object in alignment grid units.
Visible
Select this option to make the object visible on the form. Clear the
check box to hide the object from view on the form.
Visible Condition
Specify an expression to override the Visible property when that
expression evaluates to true.
Tab Stop
Specify the tab sort order for this field. By default, the TAB key
navigates the focus on a form from top to bottom and left to right.
Objects that have a non-zero Tab Stop are visited first, in ascending
order. For a button, file, radio button or check box, you will almost
always use the default of 0.
Font
Select a font for the text of your label, table, timer, or marquee
caption from the drop-down list.
Foreground Color Condition Specify a formula to evaluate the ForeColor property at run time. The
result of this evaluation overrides the value assigned to the property.
Bold Condition
Specify an expression to override the Bold property when that
expression evaluates to true.
Italic Condition
Specify an expression to override the Italic property when that
expression evaluates to true.
Font Increase
Specify the amount, in points, to increase or decrease the standard
font size.
Read-Only
Select this option to disable editing capabilities and provide only
viewing access to the field. Give read–only fields a tab–stop value of –1
to prevent users from tabbing into them.
Read-Only Condition
Specify an expression to override the Read-Only property when that
expression evaluates to true.
Columns
Specify a list of columns in the table.
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Property
Usage
Column Headings
Select this option to make the column headings appear above the
columns.
Multiple Selection
Select this option to allow the user to select several rows in the table.
Clear the check box to allow the user to select just one row.
Note:
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If you enable this option, you must enter the associated table's
name in the Name property.
The Multiple Selection property in Forms Designer has no
effect on enabling or disabling the multi-select capability when
performing a fill from an array field.
The Multiple Selection functionality applies to multiple rows in
a single table only. Even if this option is enabled, selecting
multiple rows in multiple tables will lead to unexpected results.
Selection Field
Select this option to allow the user to select several rows in the table.
Clear the check box to allow the user to select just one row.
Default Button ID
When an individual column Button ID is set to 0, the Default Button ID is
used.
Double–Click Button ID
Specify the Button ID returned by the double-click action.
Double–Click Field
Specify the field to return to cursor.field.contents() which can then be
used in a query to find the record.
Accessible Description
Specify a component description for use with accessibility software
(JAWS). (Optional)
Note: This function is supported only by the web client.
If no description is present, the Web client uses the default table
summary as described below:
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For a record list on a list page or on the list panel of a list-detail
page: Record List + [grouped by] + [sorted by] +
[ascending/descending].
Example: Record List Sorted by Update Time Ascending 11x51
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For a Table widget on a detail form: Table.
Example: Table 4x3
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Text area control
Use this control to add a text area that displays the contents of a text field and conditionally enables
users to input several lines of data. This object contains scroll bars and allows text wrapping.
Note: A field associated to a text area must be defined as an array of characters in the dbdict.
To place a text area on a form, click Text area and then click the form.
Be sure to put the name of the database field or variable that you want to associate with this control
into the Input property.
Property
Usage
Name
Specify a unique identifier for the object on the screen. (Optional)
This name is used by external applications, such as RAD, to dynamically
change the properties of the object.
X
Specify the object’s horizontal position based on the left edge of the
object.
Y
Specify the object’s vertical position based on the top edge of the
object.
Width
Specify the width of the object in alignment grid units.
Height
Specify the height of the object in alignment grid units.
Visible
Select this option to make the object visible on the form. Clear the
check box to hide the object from view on the form.
Visible Condition
Specify an expression to override the Visible property when that
expression evaluates to true.
Caption
Specify a text caption for the object.
Caption Condition
Specify an expression to override the Caption property when that
expression evaluates to true.
Input
Specify the database field or variable to associate with this control.
Accessible Name
Specify a component name for use with accessibility software.
(Optional)
Note: This function is only supported by the Web client.
If no name is present, the Web client defaults to looking for a nearby
label to use for the name of the component. For buttons, check boxes,
or radio buttons, it uses the component’s text. Accessibility software
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can query the Web client to get this information and use it to present
data to the user in a variety of ways. For example, speech simulation
software says the name and the type of component when the
component has focus.
Accessible Description
Specify a component description for use with accessibility software.
(Optional)
Note: This function is only supported by the Web client.
If no description is present, the Web client defaults to looking for a
nearby label to use for the name of the component. For buttons, check
boxes, or radio buttons, the Web client will use the component’s text.
Accessibility software can query the Web client to get this information,
and use it to present it to the user in a variety of ways. For example,
when a component gets focus, speech simulation software will say the
name and the type of component, based on the settings in the
Accessible Name and Accessible Description fields.
Tab Stop
Specify the tab sort order for this field. By default, the TAB key
navigates the focus on a form from top to bottom and left to right.
Objects that have a non-zero Tab Stop are visited first, in ascending
order. For a button, file, radio button or check box, you will almost
always use the default of 0.
Read-Only
Select this option to disable editing capabilities and provide only
viewing access to the field. Give read–only fields a tab–stop value of –1
to prevent users from tabbing into them.
Read-Only Condition
Specify an expression to override the Read-Only property when that
expression evaluates to true.
Mandatory
Select this option so that a red asterisk indicating a required field is
displayed. This is a visible change only.
- To make the field mandatory for any form it appears on, use the
System Definition Utility.
- To make the field mandatory for a small number of forms only, use
Format Control.
Mandatory Condition
Specify an expression to override the Mandatory property when that
expression evaluates to true.
Password
Select this option to make the text entered in the field a series of
asterisks on the screen. The data is not encrypted, just transposed.
Maximum Chars
Specify the number of characters the user can enter in the field. The
default is 0 (unlimited).
Maximum Characters Beep Select this option to notify the user by sounding a beep that they
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Usage
reached the maximum number of characters. This is not available on
UNIX systems.
Case Conversion
Specify how to change the case of text entered in the field. The choices
are None, Upper, Lower.
Decimals
Specify the number of decimal points for numbers in this field.
Service Manager modifies numbers entered in the field to the number
of decimal points you specify.
Parse
Select this option to verify that the text entered in a field is the correct
syntax. The syntax for the field is defined by the type of field it displays
(date, expression, number, and so forth).
Text control
Use this control to add a text box that displays the contents of a text field and conditionally enables
users to enter or modify its contents.
To place a text box on a form, click Text and then click the form.
Be sure to put the name of the database field or variable that you want to associate with this control
into the Input property.
Property
Usage
Name
Specify a unique identifier for the object on the screen. (Optional)
This name is used by external applications, such as RAD, to dynamically
change the properties of the object.
X
Specify the object’s horizontal position based on the left edge of the
object.
Y
Specify the object’s vertical position based on the top edge of the
object.
Width
Specify the width of the object in alignment grid units.
Height
Specify the height of the object in alignment grid units.
Visible Condition
Specify an expression to override the Visible property when that
expression evaluates to true.
Visible
Select this option to make the object visible on the form. Clear the
check box to hide the object from view on the form.
Caption
Specify a text caption for the object.
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Caption Condition
Specify an expression to override the Caption property when that
expression evaluates to true.
Input
Specify the database field or variable to associate with this control.
Accessible Name
Specify a component name for use with accessibility software.
(Optional)
Note: This function is only supported by the Web client.
If no name is present, the Web client defaults to looking for a nearby
label to use for the name of the component. For buttons, check boxes,
or radio buttons, it uses the component’s text. Accessibility software
can query the Web client to get this information and use it to present
data to the user in a variety of ways. For example, speech simulation
software says the name and the type of component when the
component has focus.
Accessible Description
Specify a component description for use with accessibility software.
(Optional)
Note: This function is only supported by the Web client.
If no description is present, the Web client defaults to looking for a
nearby label to use for the name of the component. For buttons, check
boxes, or radio buttons, the Web client will use the component’s text.
Accessibility software can query the Web client to get this information,
and use it to present it to the user in a variety of ways. For example,
when a component gets focus, speech simulation software will say the
name and the type of component, based on the settings in the
Accessible Name and Accessible Description fields.
Tab Stop
Specify the tab sort order for this field. By default, the TAB key
navigates the focus on a form from top to bottom and left to right.
Objects that have a non-zero Tab Stop are visited first, in ascending
order. For a button, file, radio button or check box, you will almost
always use the default of 0.
Read-Only
Select this option to disable editing capabilities and provide only
viewing access to the field. Give read–only fields a tab–stop value of –1
to prevent users from tabbing into them.
Read-Only Condition
Specify an expression to override the Read-Only property when that
expression evaluates to true.
Mandatory
Setting Mandatory to Yes by checking the box indicates that the field is
required and therefore a red asterisk indicating a required field is
displayed. This is a visible change only. To make the field mandatory for
any form it appears on, use the System Definition Utility. To make the
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Property
Usage
field mandatory for a small number of forms only, use Format Control.
Mandatory Condition
Specify an expression to override the Mandatory property when that
expression evaluates to true.
Password
Select this option to make the text entered in the field a series of
asterisks on the screen. The data is not encrypted, just transposed.
Maximum Chars
Specify the number of characters the user can enter in the field. The
default is 0 (unlimited).
Maximum Characters Beep Select this option to notify the user by sounding a beep that they
reached the maximum number of characters. This is not available on
UNIX systems.
Case Conversion
Specify how to change the case of text entered in the field. The choices
are None, Upper, Lower.
Decimals
Specify the number of decimal points for numbers in this field.
Service Manager modifies numbers entered in the field to the number
of decimal points you specify.
Parse
Select this option to verify that the text entered in a field is the correct
syntax. The syntax for the field is defined by the type of field it displays
(date, expression, number, and so forth).
Array Length
Specify the size of the scrolling region used to view array entries. A
scroll bar appears beside the fields to allow users to view the array
entries.
- If a field is assigned an Array Length of 5, the form stacks five fields
vertically to allow users to view the five array entries.
- If Array Length is set to -1, the form dynamically creates as many
fields as there are entries in the array.
- If the Input data type is scalar, only a single text box appears.
Note: The screen object must be associated with an array data
structure.
The default is 0, which means one vertical line of information appears.
Input Conversion
Specify the name of an Input Conversion routine. This property is used
by RAD subroutines that mask the display of data on an input field, or
check and validate the entry of data into an input field. If specified, the
routine is called at runtime to convert the contents of the field before
it is displayed on the screen. For examples, refer to the RAD input and
output routines.
Mask
Specify the mask value (the condition that sets a value to be passed for
this field to the input and output conversion routines). When a field has
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Usage
a mask value and you save the record, the format of the mask value
displays in the field. For example, you decide to update the purchase
cost information of a contract in Configuration Management. You enter
a date in the Currency EX Date field of the Financial tab as 02/26/09.
The condition for the mask value is set as: xxx dd,yyyy. When you save
the record, the Currency Ex Date field displays the date format of
February 26, 2009. Valid values for the mask vary depending on the
routine being called.
Output Conversion
Specify the name of an Output Conversion routine. This property is
used by RAD subroutines that mask the display of data on an output
field, or check and validate the entry of data into an input field. If
specified, the routine is called at runtime to convert the contents of
the field before it is displayed on the screen. For examples, refer to the
RAD input and output routines.
Timer control
Use this control to add a clock timer to the form. The timer initiates events at a certain time, based on
settings in the Input and Expiration Event fields.
To place a clock timer on a form, click Timer and then click the form.
Be sure to put the name of the database field or variable that you want to associate with this control
into the Input property.
Property
Usage
Name
Specify a unique identifier for the object on the screen. (Optional)
This name is used by external applications, such as RAD, to
dynamically change the properties of the object.
X
Specify the object’s horizontal position based on the left edge of the
object.
Y
Specify the object’s vertical position based on the top edge of the
object.
Width
Specify the width of the object in alignment grid units.
Height
Specify the height of the object in alignment grid units.
Visible
Select this option to make the object visible on the form. Clear the
check box to hide the object from view on the form.
Visible Condition
Specify an expression to override the Visible property when that
expression evaluates to true.
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Property
Usage
Caption
Specify a text caption for the object.
Caption Condition
Specify an expression to override the Caption property when that
expression evaluates to true.
Input
Specify the database field or variable to associate with this control.
Font
Select a font for the text of your label, table, timer, or marquee
caption from the drop-down list.
Foreground Color
Select the text color from the drop-down list.
Foreground Color Condition
Specify a formula to evaluate the ForeColor property at run time. The
result of this evaluation overrides the value assigned to the property.
Background Color
Specify the Background Color. You must select the Opaque property
check box for the Back Color to have an effect. The only
Background Color available for a Windows client marquee is black.
Background Color Condition Specify an expression to override the BackColor property when that
expression evaluates to true.
Bold
Select this option to apply bold to the label, default text, frame
caption, or marquee caption.
Bold Condition
Specify an expression to override the Bold property when that
expression evaluates to true.
Italic
Select this option to apply italics to your label, default font, or caption.
Italic Condition
Specify an expression to override the Italic property when that
expression evaluates to true.
Font Increase
Specify the amount, in points, to increase or decrease the standard
font size.
Font Increase Condition
Specify an expression to override the Font Increase property when
that expression evaluates to true.
Output Conversion
Specify the name of an Output Conversion routine. If specified, the
routine is called at runtime to convert the contents of the field before
it is displayed on the screen. For examples, refer to the RAD input and
output routines.
Array Length
Specify the size of the scrolling region used to view array entries. A
scroll bar appears beside the fields to allow users to view the array
entries.
- If a field is assigned an Array Length of 5, the form stacks five fields
vertically to allow users to view the five array entries.
- If Array Length is set to -1, the form dynamically creates as many
fields as there are entries in the array.
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Property
Usage
- If the Input data type is scalar, only a single text box appears.
Note: The screen object must be associated with an array data
structure.
The default is 0, which means one vertical line of information appears.
Expiration Color
Specify the color that the timer should change to when it reaches
zero.
Expiration Event
Specify the event to send to the server when the timer reaches zero.
Specify a numeric value; for example, a button or event ID.
Visualization control
Use this control to graphically display Configuration Item (CI) relationships.
Property
Usage
Name
Specify a unique identifier for the object on the screen. (Optional)
This name is used by external applications, such as RAD, to dynamically change
the properties of the object.
X
Specify the object’s horizontal position based on the left edge of the object.
Y
Specify the object’s vertical position based on the top edge of the object.
Width
Specify the width of the object in alignment grid units.
Height
Specify the height of the object in alignment grid units.
Visible
Select this option to make the object visible on the form. Clear the check box to
hide the object from view on the form.
Visible Condition Specify an expression to override the Visible property when that expression
evaluates to true.
Input
Specify the database field or variable to associate with this control.
Read–Only
Select this option to disable editing capabilities and provide only viewing access
to the field. Give read–only fields a tab–stop value of –1 to prevent users from
tabbing into them.
Read–Only
Condition
Specify an expression to override the Read-Only property when that expression
evaluates to true.
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Web Preview tool
This button enables you to see a preview of what the form will look like when displayed by the Web
client. The preview does not take into account any active DVD on the form.
Click Web Preview to display the form in the Web Preview tab.
Wrap label control
Use this control to add a multi–line label. You can use this label to give a title to the form, give labels to
objects within the form, or otherwise place text on the form.
To place a wrapping label on a form, click Wrap label and then click the form.
Be sure to put the name of the database field or variable that you want to associate with this control
into the Input property.
Property
Usage
Name
Specify a unique identifier for the object on the screen. (Optional)
This name is used by external applications, such as RAD, to dynamically
change the properties of the object.
X
Specify the object’s horizontal position based on the left edge of the
object.
Y
Specify the object’s vertical position based on the top edge of the
object.
Width
Specify the width of the object in alignment grid units.
Height
Specify the height of the object in alignment grid units.
Visible
Select this option to make the object visible on the form. Clear the
check box to hide the object from view on the form.
Visible Condition
Specify an expression to override the Visible property when that
expression evaluates to true.
Caption
Specify a text caption for the object.
Caption Condition
Specify an expression to override the Caption property when that
expression evaluates to true.
Input
Specify the database field or variable to associate with this control.
Label for
Specify the name of a control that uses this label.
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Property
Usage
Note: If you specify a variable for this label, you need to provide a
valid value here. Otherwise, the label cannot be read by JAWS.
Foreground Color
Select the text color from the drop-down list.
Foreground Color Condition
Specify a formula to evaluate the ForeColor property at run time. The
result of this evaluation overrides the value assigned to the property.
Background Color
Specify the Background Color. You must select the Opaque property
check box for the Back Color to have an effect. The only
Background Color available for a Windows client marquee is black.
Background Color Condition Specify an expression to override the BackColor property when that
expression evaluates to true.
Font
Select a font for the text of your label, table, timer, or marquee
caption from the drop-down list.
Bold
Select this option to apply bold to the label, default text, frame
caption, or marquee caption.
Bold Condition
Specify an expression to override the Bold property when that
expression evaluates to true.
Italic
Select this option to apply italics to your label, default font, or caption.
Italic Condition
Specify an expression to override the Italic property when that
expression evaluates to true.
Font Increase
Specify the amount, in points, to increase or decrease the standard
font size.
Font Increase Condition
Specify an expression to override the Font Increase property when
that expression evaluates to true.
Array Length
Specify the size of the scrolling region used to view array entries. A
scroll bar appears beside the fields to allow users to view the array
entries.
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If a field is assigned an Array Length of 5, the form stacks five
fields vertically to allow users to view the five array entries.
If Array Length is set to -1, the form dynamically creates as many
fields as there are entries in the array.
If the Input data type is scalar, only a single text box appears.
The default value is 0, which means one vertical line of information
appears.
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Property
Usage
Note: The screen object must be associated with an array data
structure.
Heading Level
Specify the heading level for this control so that a corresponding HTML
heading tag (<h1> to <h6>) is generated.
Note: This function is only supported by the Web client.
Enabling HTML in forms
Forms Designer has an HTML Editor and an HTML Viewer that you can add to forms.
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The HTML Editor enables users to add and edit HTML text in Service Manager forms. It uses
standard HTML formatting.
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The HTML Viewer enables users to view (but not edit) the formatted HTML text entered by using the
HTML Editor.
Using the HTML Editor
To add HTML, simply type or paste text into the HTML Editor and format it as desired. The Knowledge
Management and Knowledge Management Extended toolbars enable you to switch between source and
WYSIWYG mode. If you have a Knowledge Management toolbar, you can view the HTML source code and
edit it directly.
Note: While in WYSIWYG mode, the editor makes choices about how to apply the tags you select. If
you want more control over how the tags are applied, ask your administrator for a Knowledge
Management toolbar and use source mode for editing.
In the Windows client and web client, press Enter for a new paragraph <p> and press Shift+Enter for a
line break <br>. To exit a numbered or bulleted list and start a new paragraph <p>, you can press Enter
twice.
The HTML Viewer will render valid HTML, but you must ensure that the HTML you enter is valid and is
properly integrated into the HTML document. For example:
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If you paste in HTML containing a JavaScript requiring a file provided by another application, that
JavaScript will not work in the HTML Viewer.
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If you copy an HTML form with buttons, the form will render, but the buttons will not work in the
HTML Viewer.
In the Windows client, if you paste text from a Microsoft Word document into the HTML Editor, the
editor opens a window that allows you to select options to clean the HTML work created.
Add an HTML Editor or Viewer to a form
Applies to User Roles:
System Administrator
To Add an HTML Editor or Viewer to a form:
1. Click Tailoring > Forms Designer in the System Navigator, or type fd on the Service Manager
command line and then press Enter.
2. Type a form name and click Search.
Service Manager opens a list of forms. Click the form you want to update to open it.
3. Click Design to open design mode.
4. Drag the HTML Editor icon to the desired location.
–or–
Drag the HTML Viewer icon to the desired location.
5. Type the name in the Value text box of the Name property.
6. Specify the field or variable in which to store the HTML in the Value text box of the Input property.
7. Specify the height, width, and other properties of the HTML Editor or viewer, as desired.
8. Click Web Preview to see what the form will look like in the Web client.
9. Click OK to see what the form will look like in the Windows client.
10. Click OK to save your changes.
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11. Open the form using Database Manager to test your changes:
a. Click Tailoring > Database Manager
b. Click Search.
Service Manager opens a list of forms.
c. Click the form you just created to open it.
Enable HTML Editor whitelist
The HTML Editor enables users to visually add and edit rich text content formatted with HTML tags.
Though the HTML Editor is powerful, web sites may be abused without a proper security control.
Therefore, as of HP Service Manager 9.41, you can use the HTML Editor whitelist to define a list of
allowed HTML elements.
To enable the HTML Editor whitelist and define a list of allowed HTML elements, follow these steps:
1. Log on to Service Manager as a system administrator.
2. Click Tailoring > HTML Editor Whitelist.
3. Select the HTML Editor Whitelist check box. By default, this check box is cleared.
4. Define a list of allowed HTML Tags and attributes in the Allowed Tags/Attributes section. For
example, add script as an allowed tag so that you are able to input the <script> tag by using
the HTML Editor.
5. Define a list of allowed URL protocols for some elements in the Allowed URL Protocols section. For
example, add a as an allowed tag, specify href as the attribute, and then specify one or more
protocols that are used by the href attribute, such as http, https, mailto and ftp.
6. Click Save and OK.
7. Do either of the following to make the customized HTML Editor whitelist effective:
o
Restart the web application server if you are working with the Service Manager web client.
o
Log out and then log on to the Service Manager Windows client again.
After the HTML Editor whitelist became effective, you are only allowed to input the elements as listed in
the whitelist when editing HTML contents using the HTML Editor. You need to click the HTML validate
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button to validate your input before saving your changes. If there are tags, attributes or protocols that
violate the whitelist, the system displays some warning messages. For example:
The HTML document contains some tags <script>,<javascript> that are not allowed by
the system. Contact your Service Manager system administrator for assistance.
The HTML document contains some attributes for tags (<tag attribute...>) <div
onlick>,<p onerror> that are not allowed by the system. Contact your Service
Manager system administrator for assistance.
The HTML document contains some values in the attributes of tags (<tag attribute>)
<img src>,<a href> that are not allowed by the system. Contact your Service Manager
system administrator for assistance.
You must review your input and avoid using these invalid tags, attributes, or protocols. Alternatively, you
can ask your Service Manager system administrator to include these tags, attributes or protocols to the
whitelist. Otherwise, the system automatically removes these invalid elements from your input after
you click Save in the HTML editor.
Note:
The HTML validate button is visible only when you have installed the Service Manager 9.41
components (including server, client, and applications) and enabled the HTML Editor whitelist.
The HTML validate button is available in both the source mode and the wysiwyg mode of the HTML
Editor on the web client. However, this button is only available in the wysiwyg mode of the HTML
Editor on the Windows client. When you use the source mode to edit an HTML document on the web
client, it is very convenient to click the HTML validate button to validate your input. However, you
need to switch to the wysiwyg mode on the Windows client to validate the HTML document before
saving it.
Caution: HP Service Manager 9.41 introduces the HTML Editor whitelist solution and provides a
default whitelist for tags, attributes or protocols that are allowed in Service Manager out-of-box
knowledge documents. HP recommends you to enable this enhancement. However, your HTML
documents may contain tags, attributes, or protocols that are not defined in the whitelist before
the 9.41 release. HP recommends the Service Manager system administrators to perform
extensive tests in the development environment and add all necessary tags, attributes, or
protocols to the whitelist before enabling the HTML Editor whitelist. Otherwise, enabling the HTML
Editor whitelist without prior tests may cause data loss to the existing knowledge documents in the
production environment.
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HTML Editor controls
The HTML Editor has the following formatting controls. Their availability depends on the Keyboard
property selected in the HTML Editor control on the form you are using.
Icon
Name
Function
Source
Toggles between source mode and wysiwyg mode for editing.
Preview
Opens the text in a browser for web preview.
Spell checking
Checks the spelling of the entered text.
Cut
Cuts the selected text.
Copy
Copies the selected text.
Paste
Pastes the copied or cut text.
Undo
Revert to last saved record.
Redo
Redoes the reverted action.
Find
Finds the specified text.
Replace
Replaces found text with the specified text.
Select All
Selects entire document.
Remove Format
Removes formatting from the selected text.
Bold
Makes the selected text bold.
Italic
Makes the selected text italic.
Underline
Underlines the selected text.
Strikethrough
Strikes through the selected text.
Text color
Makes the selected text the specified color.
Background Color
Sets the background of the selected text to the specified color.
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Icon
Name
Function
Numbering
Makes the selected paragraphs into a numbered list.
Bullets
Makes the selected paragraphs into a bulleted list.
Decrease Indent
Decreases the indent of the selected paragraph.
Increase Indent
Increases the indent of the selected paragraph.
Insert/Edit link
Inserts a hyperlink at the cursor location or edits the selected hyperlink. A
user can jump to the associated anchor by clicking this hyperlink.
Remove link
Removes the selected hyperlink.
Anchor
Inserts a text anchor at the cursor location. A user can jump to this anchor
by clicking the associated hyperlink.
Note: If you select text and then click the Anchor button, the anchor you
create will replace the selected text.
Anchors display as broken image icons in the HTML Editor. These icons are
not visible in the HTML Viewer.
The broken image icon is a place holder that marks the image location.
Right-click the broken image icon to delete the anchor or to edit its
properties.
Insert image
Inserts an image at the cursor location. Forms Designer stores the images
in the SYSATTACHMENTS table.
Insert
attachment
Inserts a link to an attachment at the cursor location. Forms Designer
stores the attachments in the SYSATTACHMENTS table.
Insert record
Inserts a link to a record at the cursor location.
Align Left
Left-aligns the selected paragraphs.
Center
Center the selected paragraphs.
Align Right
Right-aligns the selected paragraphs.
Justify
Fully justifies the selected paragraphs.
Insert Table
Inserts a table at the cursor location.
Note: Right-click the table to access the columns, rows, cells and editing
commands.
Insert horizontal
rule
Inserts a horizontal bar at the cursor location.
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Icon
Name
Function
Insert special
character
Inserts a specified character at the cursor location.
Font
Font drop-down
list
Sets the selected text to the specified font.
Size
Font Size dropdown list
Sets the selected text to the specified font size.
HTML Editor keyboard shortcuts
The HTML Editor has the following keyboard shortcuts.
Shortcut Action
Ctrl+A
Select all
Ctrl+B
Set the selected text to bold
Ctrl+F
Open a Find dialog box you can use to search the editor’s content
Alt+F1
Open Help on Field for the Web client
Note: After closing the pop-up help of an HTML Editor field, you need to press Tab in
Internet Explorer or Shift+Tab in Firefox to move the focus back to the text input area of
the HTML Editor.
Ctrl+H
Open Help on Field in the Windows client
Ctrl+I
Set the selected text to italic
Ctrl+U
Set the selected text to underlined
Ctrl+V
Paste
Ctrl+X
Cut
Ctrl+Y
Redo
Ctrl+Z
Revert
Add a subform to a form
Applies to User Roles:
System Administrator
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Subforms enable you to create a form once and then use it in other forms. You construct a subform in
the same way as you would a standard form. You display a subform on another form by calling it with a
subform widget embedded in the form.
Limitation: If a subform contains only a table, make sure that the table and subform have the same
height. This way, a vertical scroll bar will appear for the table if needed when the total height of all table
rows exceeds the specified table height. If you specify a table height greater than the subform height,
the table rows may overflow outside the subform and overlap other fields on the form. If a subform
contains multiple widgets, make sure that the subform height is set to be large enough to hold all the
widgets; otherwise overlaps may also occur.
To add a subform to a form:
Follow these steps to add a subform to a form.
1. Click Tailoring > Forms Designer in the System Navigator, or type fd on the Service Manager
command line and then press Enter.
2. Type a form name and click Search.
Service Manager opens a list of forms. Click the form you want to update to open it.
3. Click Design to open design mode.
4. Add a subform widget, or select an existing subform.
The properties for the comfill appear in the properties view.
5. Specify the database field to access in the Value text box of the Input property.
6. Specify the name of the form you want to display when the user hovers over the comfill in the
Subform Format field.
7. Specify the virtual join field to associate with the comfill in the Subform Input field.
8. Mark the Subform Enabled checkbox.
9. Click Web Preview to see what the form will look like in the Web client.
10. Click OK to see what the form will look like in the Windows client.
11. Click OK to save your changes.
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12. Open the form using Database Manager to test your changes:
a. Click Tailoring > Database Manager
b. Click Search.
Service Manager opens a list of forms.
c. Click the form you just created to open it.
Sort the data in a subform
Applies to User Roles:
System Administrator
You can configure the default sort order of the data that is displayed in a subform. To do this, configure
the following two drop-down lists in the Link form of the subform:
Sort Field(To/Target)
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Sets the field by which the subform is sorted
Sort Order(To/Target)
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Sets the order in which the field is sorted
Note:
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If multiple links are defined for a field in the Link file of the subform, you must use the first link
to define the default sort field and sort order.
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You cannot sort array fields in Service Manager 9.32. Therefore, you should not configure an
array field as the default sort field.
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You may experience slow performance if you configure a long text field (for example, the
Description field) as the default sort field.
Using pop-ups
You can display a form as a pop-up by embedding the comfill widget in the form.
Pop-up forms enable you to create a form once, and then use it in other forms. Construct a pop-up form
in the same way as you would a standard form.
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Forms displayed as pop-ups are read-only; users cannot interact with them. If you want your users to be
able to interact with the form, display the form as a standalone of another form instead of as a pop-up.
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Pop-ups only display one record. If the virtual join returns zero or multiple records, the pop-up form
will display an error message.
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Only a single pop-up can be active at a time.
The following widgets are supported for pop-ups. Use a regular subform instead of a pop-up subform
for any widget not on this list. If you use a non-supported widget, the pop-up will display an error
message.
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Checkbox
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Date
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Group/Frame
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Image
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Label
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Table
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Text
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TextArea
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Wrap Label
Note: For the Web client, the allowed maximum width of a pop-up form is 500 pixels. When designing a
pop-up form for the Web client, make sure that the pop-up form is not too wide; otherwise, it may not
appear correctly on the Web client.
Add a pop-up to a form
Applies to User Roles:
System Administrator
To add a pop-up to a form:
1. Click Tailoring > Forms Designer in the System Navigator, or type fd on the Service Manager
command line and then press Enter.
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2. Type a form name and click Search.
Service Manager opens a list of forms. Click the form you want to update to open it.
3. Click Design to open design mode.
4. Add a comfill widget, or select an existing comfill.
The properties for the comfill appear in the properties view.
5. Specify the name of the form you want to display when the user hovers over the comfill in the Popup Subform Format field.
6. Specify source field name to associate with the comfill in the pop-up Subform Input field.
Note: This field should exist on the link record.
7. Click the Pop-up Subform Enabled box.
8. Click Web Preview to see what the form will look like in the Web client.
9. Click OK to see what the form will look like in the Windows client.
10. Click OK to save your changes.
11. Open the form using Database Manager to test your changes:
a. Click Tailoring > Database Manager
b. Click Search.
Service Manager opens a list of forms.
c. Click the form you just modified to open it.
When the user hovers over the comfill control that you placed on the form, if the virtual join returns a
single record, Service Manager will display it in a pop-up subform.
Add a dynamic form to a form
Applies to User Roles:
System Administrator
To add a dynamic form to a form:
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Refer to plugins\com.hp.ov.sm.client.common_<VERSION>\src\resources\schema\dynamicForm.xsd for
the format for the XML that describes the dynamic form.
1. Click Tailoring > Forms Designer in the System Navigator, or type fd on the Service Manager
command line and then press Enter.
2. Type a form name and click Search.
Service Manager opens a list of forms. Click the form you want to update to open it.
3. Click Design to open design mode.
4. Drag the Dynamic form icon to the desired location.
5. Click the dynamic form field to select it.
6. Type the name of the form in the Value text box of the Name Property.
7. Type the name of the field in which to store the XML in the Value text box of the Input property
8. Specify the height, width, and other properties of the dynamic form, as desired.
Note: Forms designer sets the widget size set to the maximum size the dynamic form (once
stretched) can occupy. You can resize the widget, but if you set the size too small, the dynamic
form will appear truncated.
9. Click Web Preview to see what the form will look like in the Web client.
10. Click Ok to see what the form will look like in the Windows client.
11. Click Ok to save your changes.
12. To see the dynamic form, open the form on which it is located with Database Manager.
Each time you save changes in Forms Designer, exit the form and reload it in Database Manager.
Best practice
To see the XML and the dynamic form at the same time for testing purposes, create a form with a
regular text input field and a dynamic form widget for the same data field. Since the Web client does
not allow you to use the same field name more than once on a form, alias the field, making the input
property for the dynamic forms widget the alias and the input property for the text file the field itself.
Be sure to make one of these read-only, so that they don't interfere with each other. Put your XML into
the text field. You can use the magnify option to open a large text box to edit the XML.
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Once you have created an acceptable dynamic form, you can generate the XML with a RAD or JavaScript
application.
Building a graph diagram
The graph control enables you to display and interact with a graph that consists of a set of nodes
connected by edges that represent a network of interrelated objects. The following is a summary of the
diagram capabilities:
l
Supports hierarchical graphs. Since it is not feasible to draw all possible nodes on one diagram, the
graph represents a subset of these as a single node. The user can then drill down to see the node or
edge of interest.
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Supports inter-edges. An inter-edge is a virtual edge between two group nodes that represents the
many edges that actually run between the two groups.
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Supports advanced layout algorithms that minimize edge crossover.
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Supports a client/server model. The application partitions between the client and the server.
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Supports the ability to bind compound rendering methods to nodes and edges. For example, a node
may include an icon, two labels, and a circle around it.
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Supports user definable actions on nodes and edges by double-clicking and/or right mouse click.
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Supports scaling.
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Supports scrolling and scaling.
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Supports printing and output in common file formats.
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Supports modifications to the diagram such as adding, moving, and deleting nodes and edges.
Components of the graph
The graph diagram provides a comprehensive visualization solution that enables the ability to easily
visualize relationships between different components. An extensive library of graphics display the
relationship in a variety of views. You can customize the views to fit your organization, including using
your own graphics for display. You can view, add, or update relationships using the graphical interface.
The main components of the graph diagram are:
Graph
A mathematical structure used to model relationships between objects from a certain collection.
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Node
Representation of an entity. Nodes are defined by an ID and at a minimum require that either a
bounding shape or an icon be defined so they are visible in the graph. Nodes can be joined by an
edge (which also has an ID) by specifying the IDs of the joined nodes as the "to" and "from" attribute
values of the node edge. Line styles and colors are optional.
Edge
Represents a relationship between two nodes. An edge is usually depicted as a line connecting its
end nodes. An arrowhead at the target end of the line indicates the destination of a directed edge.
Defining the graph in XML format
The XML used to define a graph for Service Manager is an extension of a graph definition standard GXL.
The GXL standard defines the basic structure for defining nodes and edges, but is lacking in specifics
about graph visualization. The primary extension is the addition of an attr element for conveying
visualization specific properties of the nodes and edges. The diagram below illustrates the primary
elements involved in the definition. For more detail about the proper structure of the XML, see the link
to the schema in the related topics.
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W3C schema for graph diagram XML
This is the schema for validating a well formed graph definition. The schema is available as dv/gxl-1.-dvd.xsd in the war file.
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Valid values for graph elements and attributes
These are the valid values for the elements and attributes.
Element/attribute
name
Type
action
String specifying an action acted on by the associated action handler.
action/balloon
String specifying tooltip to display if action is shown in a menu.
action/forcemenu
If set to true, indicates the pop-up should be display when only one labeled
action is defined.
action/label
String specifying a label to display if action is shown in a menu.
action/type
String specifying the type of action invoked by the action handler.
balloon
String specifying the balloon text to show for the item.
edge/from
String specifying the ID of the originating node.
edge/id
String specifying a unique ID for the edge.
edge/to
String specifying the ID of the target node.
icon
String specifying relative or absolute URL or relative resource path.
icon/group
String specifying a display group name.
icon/position
String specifying icon position from one of the possible values relative to the
node center. The default is C.
N = North or above
NE = Northeast or upper right
E = East or right
SE = Southeast or lower right
S = South or below
SW = Southwest or lower left
W = West or left
NW = Northwest or upper left
C = Center
label/font
String specifying font name per Java Font class.
label/style
Integer specifying font style per Java Font class.
label/size
Integer specifying font size per Java Font class.
line/color
String specifying color name or Hex RGB color value prefixed with #. The default
is black.
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Element/attribute
name
line/end
Type
Integer specifying the type of line end. The default is 0.
NO ARROW = 0
SOURCE_ARROW = 1 TARGET_ARROW = 2
SOURCE_AND_TARGET_ARROW = 3
line/highlightcolor String specifying highlight color name or Hex RGB color value prefixed with #.
The default is none.
line/style
Integer specifying line style. The default is 0.
SOLID = 0
LONG_DASH = 1
SHORT_DASH = 2
DOT = 3
DASH_DOT = 4
DASH_DOT_DOT = 5
line/weight
Integer specifying the line weight. The default is 2.
node/id
String specifying a unique id for the node.
shape/color
String specifying fill-color name or Hex RGB color value prefixed with #. The
default is none.
shape/height
Integer specifying height.
shape/type
Integer specifying the type of shape. The default is –1.
NONE=–1
RECTANGLE = 0
ELLIPSE = 1
DIAMOND = 2
ROUNDED_RECT = 3
shape/width
Integer specifying width.
shape/x
Integer specifying x coordinate.
shape/y
Integer specifying y coordinate.
state/expanded
If set to true, indicates the node is currently expanded.
state/hidden
If set to true, indicates the node or edge is currently hidden.
state/opened
If set to true, indicates the node has been opened by reading the associated
XMLADD action or URL.
state/root
If set to true, indicates the node is the root node for the graph.
url
String specifying a relative or absolute URL path
url/balloon
String specifying tooltip to display if URL is shown in a menu.
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Element/attribute
name
Type
url/label
String specifying a label to display if URL is shown in a menu.
url/urltype
String specifying the type of URL. The default is HTML.
HTML = new HTML page
XML = new XML defining graph
XML_ADD = XML content to add to current graph
Referencing images in the XML for the graph control
When you are building an application that includes a graph diagram, you can reference an image that is
attached to a record in Service Manager. The graph uses the attached image to display the icon for that
node. You can also display portrait icons that are attached to contact records in the graph diagram.
This is an example of a schema definition for an icon.
The syntax to reference an image from the database and display it in the graph is:
scattach://{type}:{uid}:{attachmentname}:{table}:{record}, where type equals ‘img’ or ‘file’.
The unique identifier for each image is located on the corresponding SYSATTACHMENTS record.
The following is an example of how to reference an image that is an attachment to a record.
scattach://file:45c0dfd600245044034b76c8:max_manager_small.gif:contacts:MANAGER,
MAX
The following is an example of how to reference a portrait image on a contacts record.
scattach://img:45afb84a002d42c403030d48:MANAGER, MAX:contacts:MANAGER, MAX
Here is an example of a complete and valid XML statement that references an image. This particular
statement references an image that is attached to Max Manager's contacts record. This displays as an
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icon for the node in the graph diagram.
Icons with larger position values appear on top of smaller position values unless the images specify the
same value for the position attribute. In that case, the icons are rendered in document order so that
icons later in the document for the same node overlay those preceding them. The origin for all icons is
the center. When you specify a group attribute for an icon, it includes items that contain duplicate
group attributes.
Defining actions on nodes and edges in the XML for the graph control
When you are building an application that includes a graph diagram, you can define the actions on nodes
and edges.
Following is the pertinent part of the schema definition for an action on a node or an edge. The type
attribute is required and can be any value if a custom action handler is provided. If the default action
handler is used, then the possible values are the same as the urltype attribute for the url element. If a
label attribute is present, the action appears on the popup action menu when more than one labeled
action is available. Providing a value of true with the forcemenu attribute causes the popup to appear
even when there is only a single possible action.
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The following is an example of a complete and valid XML statement that defines an expand action on
the first node and two additional actions on each node and edge. It also references the images that are
attached to the contacts records of Max Manager and Steve Supervisor. These display as icons for each
node in the graph diagram.
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Graph toolbar icons
The following table describes the icons available for use on the graph diagram:
Name
Icon Description
Zoom In
Decreases the size of the current visualization diagram.
Zoom Out
Enlarges the size of the current visualization diagram.
Fit Content
Fits the content of the diagram to the view.
Select
Mode
Highlights an item in the visualization diagram.
Window
Area Mode
Clicking and dragging the cursor to highlight one or more items will zoom in and
fit the selection to the current view.
View Drag
Mode
Clicking the mouse and dragging the cursor will pan the diagram within the
current viewable area.
Drill Down
Mode
Drills down further into a node and its relationships.
Show
Overview
Turns on the overview window displaying an overview of the entire graph
contents highlighting what is displayed in the working window.
Show Node
Labels
Shows or hides the labels on nodes.
Show Edge
Labels
Shows or hides the labels on edges.
Print
Preview
Displays a print preview of the visualization diagram in the current focus. You can
then select Print from the Print Preview dialog.
Select
Layout
Filter the view of the graph using one of the available layouts.
Functions and displayevent definitions for actions in the graph diagram
These functions enable users to interact with a graph that represents a network of interrelated objects.
Both RAD and JavaScript functions are supported.
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Graph event
The following are the functions and displayevent definition that are required to get and display more
information in a graph diagram. When a user requests more information in the graph diagram, the
applications generate additional XML that is routed through the server to the client for re-rendering.
Displayevent
OnGraphEvent (32105)
RAD functions
get.graph.id()
get.graphnode.id()
add.graphnodes(xml)
JavaScript functions
get_graph_id()
get_graphnode_id()
add_graphnodes(String strXML)
Graph action
The following are the functions and displayevent definition that are required to activate an action that
is defined for a node. When a user selects an action from the pop-up menu for a node, the application
can access the Graph ID, Action, and Target by using the functions below. This information can be used
in the displayevent to call additional application logic.
Displayevent
OnGraphAction (32100)
RAD functions
get.graph.action()
get.graph.target()
JavaScript functions
get_graph_action()
get_graph_target()
Activate an action on a node or edge in a graph
Applies to User Roles:
System Administrator
To activate an action on a node or edge in a graph:
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1. Click once on a node or edge inside of a graph diagram.
A pop-up menu opens with a list of available actions.
2. Click on a node or edge action from the pop-up menu.
The action and target execute.
Note: Right- or left-click any of the toolbar controls to activate an action.
Set the focus on the graph
Applies to User Roles:
System Administrator
To set the focus on the graph:
1. Type fd on the Service Manager command line and press Enter to start Forms Designer.
2. Type a form name and click Search or create a new form.
3. Once in design mode, click the Graph control in the form.
This highlights the Graph control and enables you to edit its properties.
4. In the Properties view, set the Input property value to a database field or variable. For example,
$L.graph.
This sets the focus on the graph and enables the end user to perform an action on the graph (such
as view a node detail) and then return to the tab with the graph.
Forms Designer best practices
Forms Designer can produce portable forms that render successfully in the Windows and Web clients if
you follow a few design suggestions. To ensure all forms are portable, test each new or upgraded form
with both clients.
Hint: You can cut or copy and paste existing objects onto other forms.
Printing forms: printing is designed to work nicely with label/inputs; however, it will NOT work with
arbitrary positioning of widgets in the form. If you want to print a table, make it a table - do not
simulate one with "cleverly" placed labels.
Using pop-up subforms can save screen real estate, and can be helpful for performance because the
query to obtain the subform information is not made until the data is needed for display.
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Form design
The right edge of any form should be at grid unit 156. The bottom of any form should be at grid unit 42.
Forms which follow this guideline will fit in the default fonts at 640x480 and 800x600. Additionally, these
forms provide enough room along the edges for a scroll bar if required.
When placing controls on forms, make all character dimensions (coordinates for placement on the
screen, height, width) even numbers, because the space required to display one character is 2x2. When
the ArrayLength of a field is set to be a number greater than 0 and the field is situated at an odd
coordinate, it will automatically shift to an even coordinate.
Important: Each field needs a unique name property. You can change the value in the name property,
but do not delete it.
Things to keep in mind when designing forms.
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Provide logical navigation buttons in all forms. For example, the Back, Cancel, Submit buttons.
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Use a Submit or Search button where appropriate instead on relying solely on the ENTER key.
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Stack wide elements like text areas used for descriptions. Multiple wide fields can make a form to
wide. Stacking is easier to read than wide elements placed side-by-side.
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Avoid creating wide forms. Recent surveys show that the majority of users do not use monitor
settings greater than 1024x768.
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Avoid three–column layouts. Scrolling vertically is more acceptable to most people that scrolling
horizontally.
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Avoid adding too many fields, widgets, and notebook tabs to a single form. Simplify forms by
breaking it up into smaller forms that link to other forms through a logical flow. Too much
information is overwhelming to most users and results in a less productive application. Too many
controls on a form can severely degrade performance on the Web client.
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Avoid placing elements too close to each other. Forms are easier to read and use when the text and
fields are spaced out. When users increase font sizes this becomes more apparent. This can
translate into overlapping form elements, text, and containers in the Web and Eclipse clients.
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Printing works well with label/inputs. It does NOT work with arbitrary positioning of widgets in the
form. If you want to print a table, make it a table. Do not simulate one with cleverly placed labels.
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When you design a QBE list form that contains a table, do not enclose the table in a Frame or Group;
otherwise the QBE list form will not function properly.
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Form layouts
Follow these guidelines to generate forms that display well on a variety of platforms and with different
screen resolutions and fonts.
The size of Service Manager forms and the objects on them are defined in terms of grid units. For
instance, a combo box may be defined to be 36 units wide and 2 units tall. Objects are also placed on
forms using the same units. For example, the same combo box may have its upper left corner at a
location 5 units to the right of the form edge and 4 units beneath the top of the form.
The size of a grid unit varies depending upon the currently selected Service Manager font. The grid unit
is always defined as being half as wide as the lower case e in the current font, and half as tall as the
lower case e in the current font. Thus, in a font whose letter e is 8 pixels wide by 12 pixels tall, the grid
unit is 4 pixels wide and 6 pixels tall.
Changing the system’s font changes the size of a form on the screen. Just as importantly, it may change
the relative shape of the objects therein. If a screen’s grid unit goes from 4x4 to 6x8, then objects on
the screen becomes 50% taller, and doubles in width. Thus, the screen appears to stretch and have
different proportions than it did originally.
An important point to recognize is that Windows true-type fonts are non-deterministic. Each video
driver manufacturer can bundle its own hardware mapping of common fonts, and most modern video
cards do so. Many manufacturers improve upon the base Microsoft Windows definition of what
constitutes a particular font. Thus, the letter e in Arial 8 pt. bold when displayed at 640x480 on one video
card may have a different metric than the same letter displayed at the same resolution on a different
video card.
Use easy to understand names and descriptions for buttons and links. Acronyms and cryptic language
makes it is difficult or impossible to know what is going to happen if you click the link or press the
button.
Fonts
Using font styles such as Bold or Italic affects the spacing of the characters on a form. If labels are
truncated in forms, select a different font, style, or size. You can also increase the width of the form to
accommodate a different font, style, or size by specifying an increased width percentage in Service
Manager preferences.
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Web client forms
The Service Manager Web tier offers automatic support for existing applications and their forms. The
Web tier generates dynamic HTML that approximates the exact layout of forms as you define them with
Forms Designer. The default application forms are portable from the Windows client to the Web client
with no required modification.
If you upgrade an existing system, you will find that Service Manager clients automatically support and
display your customized forms. However, there may be cases when further form modification is
necessary to correct cosmetic issues that appear when you view the form with the Web client. The
following table describes common form revisions that might be required.
Area
Correction
Overlapped
objects
Ensure that form objects do not overlap each other. The Windows client makes slight
adjustments to correct for overlapped objects, but these design issues are exposed on
a web browser.
Dynamic
resizing
The Windows client dynamically resizes objects such as text areas and notebooks when
you resize the window. The Web client does not resize most objects and does not
support elastic properties as you resize the browser window. Therefore, ensure that
you assign a default initial size.
Graphics
and images
Size any graphics and images to fit conservatively in the form. The Windows client
supports scaled images used as buttons. However, the Web client displays these
images in their native size. The button grows to accommodate the size of the image.
Dynamic
Hidden data with DVD conditions may be exposed if the form permits the user to make
View
changes.
Dependency
(DVD)
conditions
Collapsible sections
In the Web client, groups of items can be displayed in collapsible sections. To display such items, use the
Group control in Forms Designer, and check the Collapse Enabled property.
When designing forms with collapsible sections, use the following guidelines to avoid formatting
problems when the form is displayed in the Web client.
Important guidelines
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l
All groups on the form should be marked as Collapsible-enabled.
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All widgets must be placed in a collapsible group box; no widgets should remain floating
independently on the form.
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Do not stack or mix collapsible group boxes with non-collapsible group boxes.
Sizing graphics
When creating or placing images in the Service Manager GUI, create the image in the size needed. Do
not create oversized or undersized images and expect Service Manager to resize them properly. There
are several important reasons for this.
l
When scaling images, the quality of the image distorts.
l
The size of the image is not changed and thus may be a performance consideration.
l
The Web client has no way of resizing the image. For example, in the Service Manager GUI, if you
placed a large image in a button, the GUI and the Eclipse client size it properly based on the button
container. The Web client does not do this and has no way of scaling the image to the size of the
parent container. Thus the image appears as its original size in the Web client. The bigger the
original size, the bigger it appears in the Web client. On the Web this can also be a major
performance issue because large images require more bandwidth and cause slow browser
performance.
Form naming conventions
Form names incorporate the application or feature identification as a prefix in the form name. Look for
these prefixes to identify updated or new forms.
Application
Form prefix Related table
Problem Management
PM
knownerror
rootcause
rootcausetasks
Service Level Management sla
sla
Service Desk
SM
incidents
Incident Management
IM
probsummary
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Building accessible forms
You can use the Forms Designer to make your system more accessible. In addition to the accessible
attributes, you can customize forms for easier readability and information manipulation.
Attribute name
Definition
accessiblename option
Give a form element a name compatible with a screen reader.
accessibledescription option Give a form element a description compatible with a screen reader.
Accessible Web client forms
The accessible mode of the Web client allows users that require different levels of accessibility to apply
personal preferences to improve their user experience. The accessible Web client also enables
accessibility tools, such as screen readers, to work with Service Manager. The accessible Web client
omits the graphical workflow feature, and thread navigation links, which are the tabs that identify open
forms in the Windows client.
If you are designing forms for accessible use, these are the most important design requirements:
l
High-contrast color graphics
l
Larger default fonts
l
Larger form spacing (more white space)
l
Simplified navigation (fewer buttons, objects and icons)
l
Browser settings must be able to control
o
Resizing fonts
o
Foreground and background color selection
A visually impaired user might want a well–designed form that reads left to right with labels announcing
the name of the subsequent form object and tables with row labels that read horizontally (not by
column). This user might also want to specify a black background with white text in a 14–point bold font,
instead of the default color and font combinations.
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Putting the HTML Editor on accessible forms
The HTML Editor must be the last widget in its form for reverse tabbing to work properly. Widgets
placed under it cannot be tabbed.
The Accessible Web client ignores the tab stop information set in the Form definition. Instead, the
tabbing always moves from left to right and top to bottom so that the tabbing order matches the order
in which the widgets are described by a screen reader.
For complex editing requiring 508 compliance, edit the text in a 508 compliant HTML Editor and then
paste it into the HTML Editor.
Dynamic View Dependencies
Steps taken to ensure better data entry and form usability are critical to a database. This includes
visual enhancements and form modifications based on user input. Dynamic View Dependencies (DVD) is
a feature of Forms Designer that enables you to display objects and their attributes on a form
depending on user interaction.
DVD enables you to create control or layout objects with properties that are evaluated when the form
appears to control the appearance of these objects on the form.
You can use dynamic view dependencies to:
l
Dynamically determine the properties of a field based on the DVD condition.
l
Make a field visible only when another field contains a certain value.
l
Dynamically determine the choices in a drop-down list based on the choice in another combo box.
l
Dynamically set the font or color of a field based on the value of another field.
l
Dynamically set the font or color of a field based on its value.
Note: DVD select statements can only be used on text fields.
You create dynamic view dependencies by specifying conditional statements for properties of a control.
The three types of conditional statements for a property are described in the following table.
Conditional
Statements
Syntax
Simple expression
FIELD [OPERATOR VALUE]
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[$invisible] = 0
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Conditional
Statements
(Field comparisons):
l
l
Enable you to
specify
comparisons of
equality or
inequality.
Evaluate to “true”
or “false” at
runtime.
Syntax
l
FIELD: Any valid input field or
variable enclosed in brackets.
Example
l
l
l
l
OPERATOR: =, >, <, <>, or #
[$invisible] <> 1
[$L.one.click]<>true &[$quantity]>1&
[$orderonbehalf.marker]<>true
VALUE: Any quoted string or
number
Note: You can use | or &to
concatenate multiple
expressions.
For more information, see "Field
comparisons" on page 251 and
"Use field comparisons" on
page 251.
Value:Display
expression (Field
value matching)
l
l
Enable you to
specify matching
output values for
various input
values.
Return a single
value or a list of
values when
evaluated at
runtime.
Function call
(Dynamic functions):
FIELD ? ValueList : DisplayList
l
l
Enable you to call
a function that
evaluates a result
dynamically.
ValueList and DisplayList: Zero
or more comma separated
values.
For more information, see "Field
value matching" on page 252 and
"Use field value matching" on
page 252.
FUNCTION(ParaList)
l
l
FIELD: Any valid input field or
variable enclosed in brackets.
l
FUNCTION: A valid function
name (for example, select)
ParaList: Zero or more comma
separated VALUEs
[$severity]? "sev1","sev2","sev3" :
1,7,2,13
This example returns a value as follows:
l
1 if $severity="sev1"
l
7 if $severity="sev2"
l
2 if $severity="sev3"
l
13 if $severity is none of the listed
"sev" values
select( "subcategory", "subcategory",
"category", [$category] )
This example returns a list of
subcategory names from the
subcategory table, whose category
equals the $category value.
For more information, see
"Dynamic functions" on page 253
and "Use dynamic functions" on
page 254.
Service Manager includes a form, dep.g, which demonstrates Dynamic View Dependencies.
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Use form dep.g to demonstrate Dynamic View
Dependencies
The form dep.g has been prepared to demonstrate Dynamic View Dependencies. You can interact with
this form to see the DVD examples this form uses and the dynamic effects they create.
To understand DVD examples on the dep.g form:
1. Click Tailoring > Forms Designer.
2. Type dep.g in the Form field, and click Search.
The dep.g form opens.
3. Select the Instructions tab for instructions on how to use three types of DVD conditional
statements. For more information, see "Dynamic View Dependencies" on page 241.
4. Follow the instructions and interact with the different fields to observe how the View properties
change dynamically.
5. Click Design.
6. Inspect Properties View to see what values are assigned to create the effects. The following tables
explain those properties that create the dynamic effects on different tabs of the form.
Labels and Fields tab:
Control
Name
Providers >
Caption text
box
Property: Value
Explanation
o
Visible: 1
o
This text box is always visible.
o
Input: $caption
o
The value you type in this text box
(disabled, big, bold, or italic) is assigned
to the $caption variable, which is
referenced in other conditional
statements on the same screen.
o
Visible: 1
o
This text box is always visible.
o
Input: $severity
o
The value you type in this text box (sev1,
sev2, sev3, or any other value) is
assigned to the $severity variable, which
(Text22)
Providers >
Severity text
box
(Text25)
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Control
Name
Property: Value
Explanation
is referenced in other conditional
statements on the same screen.
Providers >
Disabled
check box
o
Visible: 1
o
This check box is always visible.
o
Input: $disabled
o
When you select or clear this check box,
1 or 0 is assigned to the $disabled
variable, which is referenced in other
conditional statements on the same
screen.
o
Visible: 1
o
This check box is always visible.
o
Input: $invisible
o
When you select or clear this check box,
1 or 0 is assigned to the $invisible
variable, which is referenced in other
conditional statements on the same
screen.
o
Visible Condition:
[$invisible] = 0
o
This label is visible only when the
Providers > Disabled check box
(CheckBox28) is not selected.
o
Caption Condition:
[$caption]
o
The value you type in the Providers >
Caption text box (Text22) is
automatically populated as the caption
of this label.
o
The font color of the label caption
changes with a color ID number (1, 2, 3
and so on) you type in the Providers >
Severity text box.
o
This label is visible only when the
Providers > Disabled check box
(CheckBox28) is not selected.
o
The font color of the label caption
changes with the value you type in the
Providers > Severity text box (Text25):
color 1 for sev1, color 7 for sev2, color 2
for sev3, and color 13 for any other
entries.
o
The label caption is bolded if you type
bold in the Providers > Caption text box
(CheckBox28)
Providers >
Invisible
check box
(CheckBox30)
Dependents
> Caption
label
(Label33)
o
Dependents
> Expression
label
o
Visible Condition:
[$invisible] = 0
o
Foreground Color
Condition:
[$severity] ?
"sev1","sev2","sev
3" : 1, 7, 2, 13
(Label35)
HP Service Manager (9.41)
Foreground Color
Condition:
[$severity]
o
Bold Condition:
[$caption]="bold"
o
Italic Condition:
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Control
Name
Property: Value
Explanation
[$caption]="italic"
o
Dependents
> Disable
Checkbox
text box
Font Increase
Condition:
[$caption] ? "big" :
5, 0
o
Visible Condition:
[$invisible] = 0
o
Read-Only
Condition:
[$disabled]
(Text37)
o
(Text22).
o
The label caption is in italic if you type
italic in the Providers > Caption text box
(Text22).
o
The font size of the label caption is
increased by 5 only when you type big in
the Providers > Caption text box
(Text22).
o
This text box is visible only when the
Providers > Disabled check box
(CheckBox28) is not selected.
o
This text box is read-only when the
Providers > Disabled check box
(CheckBox28) is selected.
o
The value you type in this text box is
assigned to the $x variable, which is also
the Input of the Disable Caption text box
(see below).
o
This text box is visible only when the
Providers > Disabled check box
(CheckBox28) is not selected.
Input: $x
Dependents
> Disable
Caption text
box
o
Visible Condition:
[$invisible] <> 1
o
Input: $x
o
(Text39)
o
Read-Only
Condition:
[$caption] =
"disabled"
The input of this text box is $x, which is
same as the value in the Dependents >
Disable Checkbox text box (Text37).
o
This text box becomes read-only when
you type disabled in the Providers >
Caption text box (Text22).
o
Visible: 1
o
This label is always visible.
o
Caption Condition:
[$invisible] ? 0, 1 :
"Yes" ,"No"
o
The caption of this label is Yes when the
Providers > Disabled check box
(CheckBox28) is not selected, and No
when the check box is selected.
Dependents
> Visible label
(Label41)
Select Function tab:
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Control Name
Property: Value
Categories
combo box
o
Input: $category
o
o
Value List Condition:
select( "name",
"category",
"category", *)
The value you select in this combo box is assigned
to the $category variable, which is referenced in
the Value List Condition property of the
Subcategories combo box.
o
This select function returns all category names
from the category table (that is, the category
field can be any value (*)).
o
Input: $x
o
o
Value List Condition:
select(
"subcategory",
"subcategory",
"category",
[$category] )
The value you select in this combo box is assigned
to the $x variable (which is not referenced in any
other conditional statements on the same screen
though).
o
This select function returns, from the
subcategory table, the subcategories of a
category you specify in the Category combo box
($category).
o
The value you select in this combo box is assigned
to the $operator variable.
o
This select function returns the login names of all
records in the operator table (that is, the login
name can be any value (*)).
(ComboBox51)
Subcategories
combo box
(ComboBox53)
Operator
combo box
o
Input: $operator
o
Value List Condition:
select( "name",
"operator", "name",
*)
(ComboBox57)
Capabilities
text area
o
(MultiText59)
Caption Condition:
select( "cap.exec",
"operator", "name",
[$operator] )
Explanation
This select function returns the capability words (the
cap.exec field in the operator table) of the operator
that you select in the Operator combo box into the
Capabilities text area.
Buttons tab:
Control
Name
Property: Value
Ok radio
button
o
Input: $buttonID
o
Value: Ok
(Radio70 )
Cancel
radio
button
HP Service Manager (9.41)
o
Input: $buttonID
o
Value: Cancel
Explanation
o
The input value of this radio button is
assigned to the $buttonID variable.
o
When selected, this radio button has an
input value of Ok.
o
The input value of this radio button is
assigned to the $buttonID variable.
o
When selected, this radio button has an
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Control
Name
Property: Value
Explanation
(Radio72)
Design
radio
button
input value of Cancel.
o
Input: $buttonID
o
Value: Design
o
The input value of this radio button is
assigned to the $buttonID variable.
o
When selected, this radio button has an
input value of Design.
o
The input value of this radio button is
assigned to the $buttonID variable.
o
When selected, this radio button has an
input value of None.
o
The caption of this button dynamically
changes to the value of the $buttonID
variable (Ok, Cancel, Design, or None).
o
The ID of this button changes dynamically
with the $buttonID variable value as follows:
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3 when the $buttonID value is Ok;
(Radio73)
None
radio
button
o
Input: $buttonID
o
Value: None
(Radio74)
Button
o
Caption Condition: [$buttonID]
(Button71)
o
Button ID Condition:
[$buttonID] ? "Ok", "Cancel",
"Delete", "Design" : 3, 5, 4, 9,
50
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5 when the $buttonID value is Cancel;
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4 when the $buttonID value is Delete;
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9 when the $buttonID value is Design;
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50 when the $buttonID value is none of
the above-listed values
When you press the button, it functions as
the Ok, Cancel, or Design button accordingly.
Bitmaps tab:
Control Name
Property: Value
Explanation
Provider >
Ticket
Severity
combo box
o
Input:
$ticketSeverity
o
The value you select in this combo box is assigned
to the $ticketSeverity variable.
o
Value List:
ok;warning;alert
o
The available selections are: ok, warning, and
alert.
o
Display List:
o
The available selections are displayed as: Low,
(ComboBox79)
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Control Name
Property: Value
Explanation
Low;Medium;High
Dependents >
chart
o
Caption Condition:
[$ticketSeverity] ?
"ok", "warning",
"alert" :
"1","5","10","0"
o
Color
List=green;yellow;red
(Chart81)
o
Medium, and High.
Note: The Properties pane of this chart does not
currently display the complete property information.
You can open the dep.g form in non-Design mode
and click Format Detail from the More Actions menu
to view the complete property information of this
chart.
o
A value displays in the column of the chart as
follows:
Color Scale=1;5;10
l
l
l
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Dependents >
image
1 when $ticketSeverity is "ok" (that is, when
you select Low in the Ticket Severity combo
box);
5 when $ticketSeverity is "warning" (that is,
when you select Medium in the Ticket Severity
combo box);
10 when $ticketSeverity is "alert" (that is,
when you select High in the Ticket Severity
combo box);
0 when $ticketSeverity is none of the abovelisted values (that is, when the Ticket Severity
combo box is empty).
o
A list of colors is applied to the chart column:
green, yellow, and red.
o
The color of the chart column is determined as
follows:
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Green when the column value is 1;
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Yellow when the column value is 5;
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Red when the column value is 10.
o
Image Condition:
[$ticketSeverity]
This image dynamically changes with the option you
select in the Ticket Severity combo box: Low (ok.gif),
Medium (warning.gif), or High (alert.gif).
o
Caption Condition:
[$ticketSeverity] ?
The caption of this marquee dynamically changes
with the option you select in the Ticket Severity
(Graph82)
Dependents >
marquee
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Control Name
Property: Value
(Marquee83)
Explanation
"ok","warning","aler
t" : "Severity is low
...","Severity is
medium ...","Severity
is HIGH!!"
combo box:
o
Severity is low ... when you select Low (ok);
o
Severity is medium ...when you select Medium
(warning);
o
Severity is HIGH!! when you select High (alert).
Circular Dependencies tab
Control
Name
Property:
Value
Hello check
box
o
Input:
$hello
o
The input value of this check box (0 or 1) is assigned to the
$hello variable.
(CheckBox88)
o
Selected
Conditio
n:
[$world]
o
This check box is selected or deselected when the value of the
$world variable is 1 or 0 (that is, when the World check box is
selected or deselected).
World check
box
o
Input:
$world
o
The input value of this check box (0 or 1) is assigned to the
$world variable.
(CheckBox89)
o
Selected
Conditio
n:
[$hello]
o
This check box is selected or deselected when the value of the
$hello variable is 1 or 0 (that is, when the Hello check box is
selected or deselected).
I am my
number one
fan! check
box
o
Input:
$self
o
The input value of this check box (0 or 1) is assigned to the
$self variable.
o
Selected
Conditio
n: [$self]
o
This check box is selected or deselected when the value of the
$self variable is 1 or 0 (that is, select or deselect of this check
box is independent of any other controls).
(CheckBox91)
Explanation
Note: The fields in dep.g use variables because dep.g is not associated to a dbdict. You can use field
names on forms that do have an associated dbdict.
Setting Dynamic View Dependencies properties
You can set up a number of properties for dynamic evaluation using the Properties window of Forms
Designer. For example, the Caption property that you set for a Label specifies the text to display on the
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screen. Under the “Caption” property there is a property named “Caption Condition.” This associated
property enables you to specify a condition evaluated dynamically to compute a caption for the label.
These two properties are paired for the purpose of DVD conditions. There are several other property
pairings as well.
Several Forms Designer controls have “property” and “property condition” pairs. In each case, you can
specify a special conditional statement that specifies the run-time value for the property.
DVD conditional property pairings and examples of their supported types of controls are listed in the
following table.
Property
Property Condition
Examples of supported control types
Caption
Caption Condition
Button, Check Box, Combo Box, Label, Marquee, Radio Button,
Text, and Text Area
Value List
Value List Condition
Combo Box
Display List
Display List
Condition
Combo Box
Visible
Visible Condition
Button, Check Box, Combo Box, Label, Marquee, Radio Button,
Text, and Text Area
Foreground
Color
Foreground Color
Condition
Label
Background
Color
Background Color
Condition
Label
Bold
Bold Condition
Label
Italic
Italic Condition
Label
Font
Increase
Font Increase
Condition
Label
Read-Only
Read-Only Condition
Check Box, Combo Box, Radio Button, Text, and Text Area
Button ID
Button ID Condition
Button
Image File
Image Condition
Button
-
Selected Condition
Check Box
Mandatory
Mandatory Condition
Combo Box, Radio Button, Text, and Text Area
Enabled
Enabled Condition
Button
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Using Dynamic View Dependencies vs. Data Policy
Overuse of DVD on forms can result in performance problems. For example:
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Using the select function or a $ variable that is not on the form requires an interaction with the
server. On connections with slow network response the use of these types of DVD statements can
significantly impact performance.
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Using Focus In/Out or Data Changed Events also causes a server interaction. During design, the
response time may seem adequate. However on a network with a half second response, it can be
cumbersome.
Data Policy operates at the table level and achieves many of the same results without the complexity
and without taxing system resources. For example, one common use of DVD is to set Visible or Readonly
conditions, both of which can be set using Data Policy. With Data Policy, the conditions are evaluated on
the server before the form is sent, thus avoiding a network interaction.
Field comparisons
Field comparisons use a statement to create a conditional property for a control on a form.
Syntax: FIELD OPERATOR VALUE
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FIELD is any variable or field name surrounded by brackets, for example, [$x], [name], and so
forth.
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OPERATOR can be =, >, <, <>, or #.
l
VALUE is any quoted string or number.
Note: Field comparisons can also use complex conditions or statements to create a conditional property
for a control on a form. You can use | or & to concatenate multiple expressions. For example:
[$L.one.click]<>true &[$quantity]>1&[$orderonbehalf.marker]<>true.
Important: In order for a property to depend on a variable (or record field), the variable must be
assigned as an input to an object on the same screen. For examples, see "Use form dep.g to
demonstrate Dynamic View Dependencies" on page 243.
Use field comparisons
Here are some examples of using field comparisons.
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l
Making a certain field visible only when the category of a record equals "network."
o
Assume that the category can be selected via a drop-down list whose Input is defined as
$category.
You can specify the visibility dependency by assigning the following to the Visible Condition
property of the field: [$category] = "network"
o
Instead of a variable, a drop-down list can use a record field as input. If the field is named
"category," set up the "Visible Condition" as follows: [category] = "network"
l
Adding a DVD visible condition to a field:
[assignment]#"help"
l
Specifying an inequality comparison:
[$category] <> "network" (that is, category is not network)
l
Using complex conditions or statements to create a conditional property for a control on a form.
o
[$category]="network"&[$subcategory]="modem"
o
[$category]="network"|[$category]="DEFAULT"
Complex conditions are true only if both parts of the condition are true.
Field value matching
Field value matching enables you to specify matching output values to various input values.
Syntax: FIELD ? ValueList : DisplayList
FIELD is any variable or file field surrounded by brackets, for example, [$x], [name], and so forth.
ValueList and DisplayList are lists of comma-separated values
Use field value matching
Setting the color of a label to change based on the value of a severity field
The severity is specified in an edit field whose input is $severity. You set the Color Condition of the label
as follows:
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[$severity]? "sev1","sev2","sev3" : 1,7,2
This statement tells the label to do the following:
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Use a color value of 1 (red) when $severity="sev1"
l
Use a color value of 7 (yellow) when $severity="sev2"
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Use a color value of 2 (green) when $severity="sev3"
Specify a value to use if no match is found
[$severity]? "sev1","sev2","sev3" : 1,7,2, 0
This tells the system to use color 0 (black) if $severity is none of the listed "sev" values.
Note: The $severity field must have been assigned as input to at least one field on the screen.
Dynamic functions
The dynamic property condition statement enables you to call a function that evaluates a result
dynamically.
Syntax: FunctionName( PARM_0, ..., PARM_n )
The parameters for the function can be any string or number. One parameter may also be a variable or
record field.
The dynamic functions include:
l
lang_preference(lang)
This function returns the current language table selection. It takes as a parameter the current
language value.
You can use it to save new language settings in the user preferences for future reference. It forces
the user interface to update its language table and repaint as necessary.
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select(return_field, file_name, select_field, select_field_value)
This function works against many records to grab a scalar value from each one to make a list. You
can use it to select just one record and use an array from within that record (for example, the
cap.exec array field of the operator table) to make a display list.
This function returns the value of a field ( return_filed) of a record that is from a table (file_
name) and has a field (select_field) value equal to a specified value (select_field_value). The
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select_field_value can be a variable or a wildcard character (an asterisk). The following are
examples:
o
select( "subcategory", "subcategory", "category", [$category] )
o
select( "name", "operator", "name", *)
o
select( "cap.exec", "operator", "name", [$operator] )
Use dynamic functions
Use the following to select all the login IDs from a department to make a list:
select("name","operator","department",[$dept])
Use the following to select all the approvers for a certain group:
select("approvers","cm3groups","name",[$cm3group])
Format Control
Format Control allows the System Administrator to apply the following special processes to Service
Manager files through individual forms:
l
Validate fields.
l
Establish user privileges.
l
Display alternate record list forms.
l
Do Calculations and Validations based on other fields in this file or other files.
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Call RAD routines.
l
Define additional options and menu items.
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Automatically update or insert data in other parts of the database.
Format Control records can attach to any form or file within Service Manager and do not require special
programming skills to implement. You define routines in Format Control that are user interactive or
transparent and perform when a record opens or when a user adds, updates, or deletes a record from
the database. Format Control is easy to apply and change.
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While Format Control is a convenient utility, it should not be overused. Excessive reliance on Format
Control to modify your system results in reduced system performance. If you intend to heavily
customize your system, we recommend you find other, more efficient ways to implement your changes
such as Data Policy or Data Validation.
Format Control processes
There are eight major functional processes in Format Control that define the actions to be taken on a
record. Each of these processes has a separate form within the Format Control Utility.
Main information — This form is the entry point in Format Control and has several functions.
l
Initializes fields or variables that are later used in the Format Control record. Initialization
expressions are the first operation performed for each evaluation of a Format Control record.
l
Initially displays a value in a field when the record itself opens.
l
Names special record list and initial query forms to use, sets up default sort sequences, and runs
scripts.
Forms — This section in Format Control has two main functions:
l
Specify alternate forms to display a list of records.
Note: This option cannot be used when the Record List (split screen) functionality is enabled.
l
Specify alternate forms to display a single record.
The formatcontrol option allows you to display the information using different Service Manager forms
based on conditions evaluated at run time. You can specify either QBE Forms to display a list of records
or Alternate Forms to display a record. You may want to specify different lists according to the user role
or capabilities.
By specifying alternate forms, whenever the condition is met, the user will have an option available
called "Alternate Forms" where the user can select the form to use to display the information.
Additional forms are useful to display different views such as financial or security information when the
condition specified is met.
Queries — This process enables you to extract information from a file other than the primary file in
order to perform calculations and validations and to report on information from more than one file.
Calculations — This process enables you to perform calculations on currently available fields or
variables. The fields needed for calculations may be variables, fields in the primary file, or fields in any
other secondary files that may have been queried.
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JavaScript — This process enables you to call JavaScripts from Format Control.
Validations — This process enables you to set up a logical expression for checking data in fields or
variables on the form. The validation expression you set up must evaluate to true upon the desired edit
function for it to be successful. If the expression does not evaluate to true, a validation message opens,
and the specified operation fails.
Subroutines — This process enables you to call RAD routines from Format Control.
Additional options — This process enables you to define menu options you want available to users on
any form associated with the particular Format Control record. You can use Format Control to set up a
menu option called Validity Lookup. This option performs a validity check on the field of focus in the
form for which validity specifications have been defined. Invalid fields are highlighted and a message is
displayed in the status bar giving details on the type of error incurred.
Note: This feature calls RAD subroutines and is available in Database Manager only.
Privileges — This process enables you to use security to control database options available to the user.
If the contents of a field evaluate to true at processing time, the corresponding button is available to
the user.
Accessing Format Control
You can access the Format Control utility in Service Manager as follows:
l
Access Format Control from Forms Designer:
Note: The best method for accessing Format Control is through Forms Designer. Accessing the
record from the form with the same name as the Format Control record reduces your chances of
accessing the wrong record.
1. Click Tailoring > Forms Designer.
2. Type the name of the form you want to view in the Form field of the Forms Designer dialog box.
3. Click Search to find the form.
4. Click Format Control from the More Actions menu. The Format Control record opens for the
selected form.
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Access Format Control from Database Manager:
Note: To access the Format Control Additional Options for Change Management, you must select
Administration Mode or you will be using Change Management instead of Database Manager.
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Click Tailoring > Database Manager.
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To access Format Control directly:
Note: Accessing Format Control directly without going through Forms Designer enables you to search
for an existing record or create a new record.
Click Tailoring > Format Control.
Open a Format Control record
Applies to User Roles:
System Administrator
To open a Format Control record:
1. Open Format Control using one of the following options:
o
Click Tailoring > Format Control.
o
Type fc in the Service Manager command line and click Execute command or press Enter.
Service Manager opens a blank Format Control Maintenance form.
2. Type the name of the form or leave all fields blank, and then click Search.
Service Manager opens a list of active forms. If only one form matches the query, Service Manager
will display that form.
3. Click a form on the list to open it. Service Manager opens the selected form, showing the Main
Information screen.
Add a Format Control record
Applies to User Roles:
System Administrator
To add a Format Control record:
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1. Access Format Control from Forms Designer.
Service Manager creates a new Format Control record for the form. Service Manager automatically
places the form’s name in the Name field. By default, a value is automatically entered in the
System field (a required field) and the Use Default Sort box is selected.
Note: When you access Format Control in this manner, the name of the new record defaults to the
same name as the form used to access it. In the rare cases where you need a different name,
override the default name.
2. Add the desired data.
3. Click New to add the record to the database.
Using expressions in Format Control
To create Format Control expressions you will need to be familiar with system functions, boolean
(logical) fields and the file variable.
Use the following definitions when Creating Format Control expressions:
Primary File:
The file attached to a form. This is referred to as $file in a Format Control record. Additional files are
defined as $file1, $file2, etc. in the order of their entry in the secondary files section of the Additional
File Queries screen of the Format Control record.
Semicolon:
Semicolons(;) separate statements to allow them to be entered on one line.
Variable:
A value that resides in memory only, rather than in a database record. Variable names always start with
$. To ensure that a variable contains the proper value, initialize it in the Initializations Section of the
Format Control record.
Statements:
Service Manager supports some C-like statements.
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if then else
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do while
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for do
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Format Control system functions
Many of the Service Manager system functions are used to create expressions in Format Control. The
following is a list of the most commonly used functions:
Function Description
denull()
Compresses an array by deleting all trailing NULL entries and returns the compressed
array.
index()
Returns the index or position number for a specific element value in an array or character
in a string. If the target value is not in the array or string, it returns 0 (zero).
lng()
Returns the number of elements in an array or structure and the number of characters in
a string.
nullsub()
Replaces a null value with a known value, eliminating the possibility that expressions will
return null or unknown results.
operator
()
Returns the logon id of the current operator.
str()
Converts a non–string data type into a string.
substr()
Extracts a substring from a string.
tod()
Returns the current date and time.
val()
Converts a field into a numeric, logical, or date/time value.
Format Control Boolean (logical) fields
In the forms for Additional File Queries, Calculations, Validations, and Subroutines, you will find some or
all of the following fields:
Format
Control
Conditional processing
Field
area
Description
add
Additional
Conditional expressions used in this field are evaluated before a record
File Queries, is added.
Calculations,
Validations,
JavaScript
update
Additional
File Queries,
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Conditional expressions used in this field are evaluated before a record
is updated.
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Format
Control
Conditional processing
Field
area
Description
Calculations,
Validations,
JavaScript
delete
Additional
Conditional expressions used in this field are evaluated before a record
File Queries, is deleted.
Calculations,
Validations,
JavaScript
display
Additional
Conditional expressions used in this field are evaluated when a
File Queries, screen/format is displayed or when the Format Control record is used
Calculations, with reports.
Validations,
JavaScript
initial
Additional
Conditional expressions used in this field are evaluated once, before a
File Queries, record is displayed the first time.
Calculations,
Validations,
JavaScript
before
Subroutines
This field determines when the Conditional expressions in the add,
update, and delete fields are evaluated. If the condition is true, the
expression will be evaluated before the record is added, updated, or
deleted. If the condition is false, the evaluated after the record is added,
updated, or deleted. You cannot use a variable in this field.
These fields must evaluate to true or false only. A value of true (or an expression that evaluates to true)
in any of these fields causes the Format Control functions to execute. These functions execute before
the edit is performed. If the fields are blank, the calculation or validation are not performed for this
table. For example, a value of true in the add field causes Format Control functions to be performed
before a record is added. If the other fields (update, delete, display) are blank, the functions are not
performed when the record is updated, deleted, or displayed.
Normally, these fields contain true, false, blank, or they can contain a variable that is calculated in the
Calculations process before being used in another process. When using either of these methods, use
either the short or long version of Format Control to enter an expression that is evaluated to true or
false at execution time.
This is an example of an expression that is frequently used:
index ("SysAdmin", $lo.ucapex)>0
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This expression searches the user’s capability array in the Operator Record to see if it has SysAdmin
capabilities. The function executes if this evaluates to true, indicating that the operator has SysAdmin
listed as a capability and therefore is authorized for the function.
Format Control file variable
The current database record (the record the user is opening for modifying) in Format Control is always
identified by the variable $file. Elements of the current record being acted upon by Format Control
associate with $file by expressions. For example, <field.name > in $file might identify a particular field in
the current record to which a Format Control process is attached. The $file variable does NOT reference
a file, which may use several forms to input data.
Important: In order for a property to depend on a variable or record field, the variable must be assigned
as an input in Format Control.
Turn on menu forms by using Format Control
Applies to User Roles:
System Administrator
To turn on menu forms using Format Control:
1. Open Format Control using one of the following options:
o
Click Tailoring > Format Control.
o
Type fc in the Service Manager command line and click Execute command or press Enter.
Service Manager opens a blank Format Control Maintenance form.
2. Type login.DEFAULT and then click Search.
3. Service Manager opens the login default form showing the Main Information screen.
4. Add $G.show.menu.forms="true" to the end of the Initialization Expressions.
Sequential numbering for Format Control
Sequential numbering is a Subroutine process of Format Control that automatically adds identifying
numbers to database records as they are created. Sequential numbering is used for Configuration
Management, incident records, or employee records.
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Sequential numbers are defined for appropriate fields in any data record. You create alphanumeric
strings (prefixes and suffixes) that identify records by task or item.
Sequential numbering enables you to:
l
Increment/decrement numbers in sequence.
l
Reset values at definable intervals.
l
Define values for increment/decrement sequence.
l
Define the length of the number.
l
Append prefixes and suffixes (characters) to sequential numbers.
The getnumb.fc application is called from the Subroutines process of Format Control to establish the
sequential numbering sequence.
Sequential number file
The Subroutines process of Format Control creates a Sequential Number File record when the
application getnumb.fc is called. The parameters passed to the application from within Subroutines
define the values in the number file fields. These values determine how the sequential number opens
and what other information it contains. You can define number file values either directly in the number
file or via parameters passed from Format Control. However, if you use the number file to change
values also defined in the Format Control subroutines process, they are overridden by the Format
Control values.
Data types of sequential numbers
There are two data types of sequential numbers:
l
Simple numbers. For example, 1, 2, 3.
l
Complex character strings. For example, (DEV00001/WS).
Note: If you want to use the prefix and suffix capabilities of sequential numbering, the field being
incremented or decremented must be defined in the database dictionary as type character. In all other
cases, the field must be of type number.
Create simple sequential numbers
Applies to User Roles:
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System Administrator
This example illustrates the process of setting up sequential numbering using Format Control.
To create simple sequential numbers:
1. "Create the form for simple sequential numbers" below.
2. "Create a database file for simple sequential numbers" below.
3. "Create a Format Control record for simple sequential numbers" on the next page.
4. "Open the number file" on page 265.
5. "Add a numbered record to the database file for simple sequential numbers" on page 265.
Create the form for simple sequential numbers
Applies to User Roles:
System Administrator
Create a form using the Form Wizard in Forms Designer called employees. The form will record simple
employee data, such as name, address, and telephone number. Be sure to include a field labeled
Employee ID with an input value of employee.id.
Create a database file for simple sequential numbers
Applies to User Roles:
System Administrator
To create a database file for simple sequential numbers:
1. Click Tailoring > Forms Designer.
2. Type employees in the form field, and click Search.
Service Manager opens the employees form.
3. Click Create File in the More Actions menu.
4. Type employees in the filename field.
5. Click OK to create the new data file.
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6. Change the Employee ID field of the employee file to a number data type.
a. Select the employee.id field with the cursor.
b. Click Edit.
c. Click number in the Type field menu.
Important: A data type of number is required for all simple sequential numbering.
Create a Format Control record for simple sequential numbers
Applies to User Roles:
System Administrator
To create a Format Control record for simple sequential numbers:
1. Click Tailoring > Format Control
2. Type employees in the Name field.
3. Click New.
4. Click Subroutines in the More Actions menu or click the Subroutines button.
5. Click Show Expanded Form in the More Actions menu.
Use the following values to complete the Subroutines process:
Application Name Add
Before Error Message
getnumb.fc
true
true
Sequential number did not process correctly!
6.
Names
Definition
Values
record
The record in which the number will be placed. In this example, the
employees data file.
$file
name
The name to appear in the Class field of the Number file generated by
the Format Control record.
employees
prompt The field within the record receiving the sequential number.
employee.id
7. Click OK to save the record.
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Open the number file
Applies to User Roles:
System Administrator
To open the number file:
1. Click Tailoring > Database Manager.
2. Type number in the Form field of the Database Manager dialogue box.
3. Click Search.
4. When the blank Sequential Number File form opens, click Search to open a record list.
5. Select employees from the list of records. Service Manager opens the Sequential Number File for
the employees file.
Add a numbered record to the database file for simple sequential numbers
Applies to User Roles:
System Administrator
To add a numbered record to the database file for simple sequential numbers:
1. Click Tailoring > Database Manager.
2. Type employees in the Form field.
3. Click Search.
4. Add data to the blank Employee Database record, but leave the Employee ID field blank.
5. Click Add.
Service Manager adds the sequential number to the Employee ID field before the record is added
to the database.
Create sequential number prefixes and suffixes
Applies to User Roles:
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Sequential numbering is a subroutine process of Format Control that automatically adds identifying
numbers to database records as they are created for Configuration Management, incident records, or
employee records. Prefixes and suffixes are used to embed information in the sequential number and
provide additional levels of identification. For example, each device in the database might be described
by a logical name in the form of DEV(number)/(device type). For workstations, the device type might be
WS. In this case, DEV is the prefix for the sequential number and /WS is the suffix.
For this example, see the task topics linked to below that will allow you to add a subroutine call to the
device.workstation form to assign a unique device number to all records added to the file from this
form.
To create sequential number prefixes and suffixes:
1. "Create a Format Control record with prefixes and suffixes" below.
2. "Add a record with prefixes and suffixes" on the next page.
Create a Format Control record with prefixes and suffixes
Applies to User Roles:
System Administrator
Sequential numbering is a subroutine process of Format Control that automatically adds identifying
numbers to database records as they are created for Configuration Management, incident records, or
employee records. Prefixes and suffixes are used to embed information in the sequential number and
provide additional levels of identification. For example, each device in the database might be described
by a logical name in the form of DEV(number)/(device type). For workstations, the device type might be
WS. In this case, DEV is the prefix for the sequential number and /WS is the suffix.
To create a format control record with prefixes and suffixes:
1. Click Tailoring > Format Control.
2. Type device.workstation in the Name field of the Format Control Initializations form.
3. Click Search.
4. Click Subroutines in the More Actions menu or click the Subroutines button.
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Use the following values to complete the Subroutines process:
Application Name Add
Before Error Message
getnumb.fc
true
true
Sequential number did not process correctly!
5.
Names
Definition
Values
record
The record in which the number is placed. In this example, the
device.workstation record.
$file
name
The sequential number class to be used.
devices
prompt
The field within the record receiving the sequential number.
logical.name
string1
The string (prefix) to be added to the front of the sequential number
when creating a new number.
DEV
query
The string (suffix) to be added to the end of the sequential number
when creating a new record.
/WS
text
Defines the sequential number type (number or string). Since
characters occur in the number, this must be string.
string
number1 Determines the length of the sequential number.
val(“4”, 1)
Add a record with prefixes and suffixes
Applies to User Roles:
System Administrator
Sequential numbering is a subroutine process of Format Control that automatically adds identifying
numbers to database records as they are created for Configuration Management, incident records, or
employee records. Prefixes and suffixes are used to embed information in the sequential number and
provide additional levels of identification. For example, each device in the database might be described
by a logical name in the form of DEV(number)/(device type). For workstations, the device type might be
WS. In this case, DEV is the prefix for the sequential number and /WS is the suffix..
To add a record with prefixes and suffixes:
1. Click Tailoring > Database Manager.
2. Type device.workstation in the Form field.
3. Click Search.
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4. Add data to the blank Workstation record.
5. Click Add.
Service Manager adds a complex sequential number to the Asset field before the record is added
to the database.
Notice that the complex sequential number DEV0002/WS appears in the Asset field (logical.name). Add
another record, and the sequential number advances to DEV0003/WS.
Array maintenance
Two types of arrays exist within Service Manager: simple arrays, consisting of fields of similar data
types; and arrays of structures composed of related fields of similar or dissimilar data types. A series of
applications exists in Service Manager that can be called from the Additional Options process of Format
Control to perform various maintenance functions on array structures. A single application called from
the Subroutines process allows the user to sort simple arrays automatically when adding or updating
records.
Array structure maintenance functions
When using functions, such as copy, move, delete, and insert in the More Actions menu, these functions
act against the entire array structure element, not against a single field within the structure.
The array structure editor reopens the field in question in an expanded, dynamic array field. The form
that opens when starting the function is the same form that opens during execution. The routines that
perform these functions are available collectively and individually to any RAD routine or Format Control
Additional Options definition.
The following general rules apply to array structure maintenance:
l
None of the routines perform update functions to the database. To save the changes, you must
select the applicable update function within the application that called the maintenance functions.
l
The applications are cursor dependent. For example, the insert function inserts a blank element at
the cursor position within the array structure. If the cursor is placed in any field within an element of
the array structure, the function is performed against that entire element.
l
If the functions are executed against a non-array structure field, the procedure normally fails and
either issues an invalid data-type message or produces unpredictable results.
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The array structure maintenance RAD applications add buttons to the form that enable users to
perform tasks, such as moving, copying, deleting or sorting lines in array structures.
They include:
l
as.copy
l
as.delete
l
as.get.name
l
as.insert
l
as.move
l
as.options
l
as.sort
You can call the array structure maintenance RAD applications from the Additional Options Format
Control process. You will need a thorough knowledge of Forms Designer and the use of subforms in the
creation of array structures.
For more information on each application, a detailed explanation of how to define Additional Options,
and how to pass data to these subroutines, see the related topics.
Note: RAD users should follow normal subroutine call procedures to execute these applications.
Add array structure maintenance options to a format control record
Applies to User Roles:
System Administrator
In this example we add the RAD application as.options to the format control record for the
servicecontract form. The same general instructions work for any form.
To add array structure maintenance options to a format control record:
1. Click Tailoring > Format Control.
2. Type servicecontract in the Name field and press Enter.
3. If a Format Control record does not already exist for the form, click New to create one.
4. Click the Addl Options tab.
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5. Type the following values into the appropriate fields. You can click Show Expanded Form from the
More Actions menu if you prefer to work in it.
Field
Value
Option
2
Description
Array Options
Condition for Option true
Reset on Return
true
Application
as.options
Error Message
Could not reset
Names
file
name
Values
$file
servicecontract
6. Click Save. Service Manager updates the Format Control record.
Test the array structure maintenance options I added
Applies to User Roles:
System Administrator
In this example, we test the option added to Format Control record of the servicecontract form. The
same general instructions work for testing any Format Control record.
To test the array structure maintenance options you added:
1. Click Tailoring > Database Manager.
2. Type servicecontract in the Form field and press Enter.
3. Select servicecontract from the list. Service Manager displays a blank Service Contract form.
4. Click Search.
5. Select a record from the list.
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6. Click the Named User tab and insert your cursor in the array.
7. Click Array Options in the More Actions menu. The System Tray in the Service Contract form
displays the buttons associated with the as.options subroutine.
o
Click Insert to insert a blank line in an array structure above the cursor position.
o
Click Delete to delete the line in which the cursor is placed.
o
Click Copy to copy the entry from the line selected by the cursor.
The original element is left in place when the copy is inserted into the array structure.
o
Click Move to copy the entry from the line selected by the cursor.
The original element is deleted when the copy is inserted into the array structure.
The System Tray display these buttons to complete the Copy and Move functions:
o
Insert inserts the copied element into the array structure above the line selected by the cursor.
o
Replace replaces the element selected by the cursor with the copied element.
8. Test the functionality of the buttons by inserting, copying, moving, and deleting named users.
9. Click End to restore the normal tray buttons.
10. Click OK or Save to save any changes you have made to the Service Agreement record.
You must use OK or Save to update your record. Pressing Enter will NOT save any changes you have
made.
Sorting simple arrays
The sort.array application is a utility called from Format Control to sort simple arrays in either
ascending or descending order. Supported array data types are:
l
number
l
character
l
data/time
The sort.array utility is called from the Subroutines process of Format Control. Use this utility to sort
simple arrays in ascending or descending order
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Sort simple arrays
Applies to User Roles:
System Administrator
The sort.array application is a utility called from Format Control to sort simple arrays in either
ascending or descending order. Supported array data types are:
l
number
l
character
l
data/time
To sort simple arrays, follow the procedures in these task topics:
1. "Create the form for sorting simple arrays" below.
2. "Create the Format Control record for sorting simple arrays" on the next page.
3. "Create a data record for sorting simple arrays" on the next page.
Create the form for sorting simple arrays
Applies to User Roles:
System Administrator
To create a form for sorting simple arrays, use the Form Wizard in Forms Designer called demo.sort. It
has three simple arrays of different data types: numbers, characters, and dates. Provide a Name field
for the record and create a file in the database dictionary called demosort.
Use the following values to construct your form:
Field Name Input Value
Name
name
Numbers
number
Characters
character
Dates
date
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Create the Format Control record for sorting simple arrays
Applies to User Roles:
System Administrator
To create the Format Control record for sorting simple arrays, you will call the sort.array application
from the Subroutines process of Format Control as follows:
1. Click Tailoring > Format Control
2. Type demo.sort in the Name field.
3. Click New.
4. Click Subroutines in the More Actions menu or click the Subroutines button.
5. Click Show Expanded Form in the More Actions menu.
Use the following values to complete the Subroutines process:
Application Name Add
Update Before Error Message
sort.array
true
true
true
Could not sort the array.
6.
Names
Definition
Values
file
When calling sort.array from Format Control, always pass $file to this
parameter.
$file
name
The name of the input field (array) in $file you wish to sort.
number
boolean1 The parameter that controls the sort order. A value of true sorts in
ascending order. If you pass false, the sort order is descending. The
default is true.
val
(“false”,
4) *
For a detailed discussion of the val function, refer to System Language Help.
7. Click OK to save your record.
Create a data record for sorting simple arrays
Applies to User Roles:
System Administrator
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Once you have created the form and Format Control for sorting simple arrays, you are ready to create
the data record for sorting simple arrays.
To create a data record for sorting simple arrays:
1. Click Tailoring > Database Manager.
2. Type demo.sort in the Form field of the Database Manager dialogue box.
3. Click Search.
4. Type sort1 in the Name field of your test form.
5. Enter data in the arrays in random order. For example, numbers in the Numbers array and
characters in the Characters array.
6. Click Add to add the record to the database and sort the array.
Note: Since Update evaluates to true in the Format Control record for this form, you may also sort
an array by clicking Save.
The Numbers array is sorted in descending order.
7. Repeat the process for the other arrays by changing the name parameter in the Format Control
record to reflect the array being sorted.
8. Remove the boolean1 parameter, and the sort order defaults to true. The array is sorted in
ascending order.
Determine parameters without using the RAD Editor
Applies to User Roles:
System Administrator
You can determine the parameters for any application in Service Manager without using the RAD Editor.
Use Database Manager to display the input value of each field in a particular application parameter
panel. This value is the parameter name used in the Subroutines process of Format Control.
To determine parameters without using the RAD Editor:
1. Click Tailoring > Database Manager.
2. Type format in the Form field, and click Search.
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3. Click Format in the record list.
4. Type the name of the application whose parameter values you want to view (for example,
getnumb.fc) in the Format Name field of the blank Format form.
5. Click Search.
The parameter Name opens in the Input field of the form and the function appears in the Label
field.
6. Scroll down to view all the parameters listed.
7. Click OK and exit this record without saving it.
Invoke auditing from Format Control
Applies to User Roles:
System Administrator
The topics below comprise an example of how to use Database record auditing. The steps in these
topics must be followed in order. If you skip a step, Database record auditing may not work.
1. "Open the audit specifications table" on the next page.
2. "Add an audit specifications record" on page 279.
3. "Define an audit specifications entry" on page 279.
4. "Invoke auditing" on page 281.
5. "Set up event triggers" on page 282.
6. "Add lookup functionality to Format Control" on page 284.
7. "Test audit lookup functionality" on the next page.
To invoke auditing from Format Control, perform the following steps:
1. Create an Audit Specifications record for a particular file.
2. Open the Format Control record associated with the form and the file for which you created the
audit specifications record in step 1.
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3. Select the Save Copy option.
4. Click Subroutines to display the Subroutines form.
The Subroutines panel opens.
5. Enter the desired format control. For this example, enter:
Field
Enter
Add
true
Upd
true
Before
true
Application
audit.compare
Error Message Audit Processing could not complete.
Names
file
second.file
Values
$file0
$file
Open the audit specifications table
Applies to User Roles:
System Administrator
Use one of the following methods to open the audit specifications table:
l
From the System Navigator, click Tailoring > Audit and then double-click Audit Specifications.
l
From the Command line, type audspec from the command line and press Enter or click Execute
Command.
l
From the System Navigator, click System Definition > Tables > auditspecs > forms and then doubleclick auditspecs.
Test audit lookup functionality
Applies to User Roles:
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System Administrator
Some files may not be configured for Audit Lookup. In that case, you must add Audit Lookup
functionality before Audit Lookup will work.
HP Service Manager invokes Audit Processing using the definitions provided in the Format Control, when
a record is added or updated in a file for which auditing has been set up.
Note: Before using Audit Lookup, be sure that the Audit Specifications include all fields that need
auditing.
To test Audit Lookup functionality:
1. Add a record to the contacts file using the values in the table below.
Field
Value
Contact Name MILLER, JOHN
Employee ID
NEW00003
Last Name
Miller
First Name
John
Company
advantage
Email
john.miller@Advantage.com
Dept Name
Documentation
Note: Service Manager displays the following message: “Contact Information record added.” The
audit process is invoked. Service Manager does not open an audit record until a user changes the
current field values.
Service Manager has recorded all fields specified in the Audit Specifications record. All Old values
are NULL or contain no data because there is no previous version of the record; this is a new
record.
Note: Audit Log entries are created in response to any changes made to the current values in this
record. These audit records are displayed in the audit.summ form, when accessed using the
Format Control option created earlier.
If you check Audit Lookup now, a message informing you that there are no audit records.
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2. To complete the example, modify the record created in the previous steps by entering new values
in the fields of the form that were specified as Unique A-D fields in the audit specifications file. For
this example, change the Employee ID to NEW00004.
3. Click Save to commit the changes to the database.
Service Manager displays the following message: “Record updated in the contacts file. Audit Record
successfully recorded and added.” when the record is saved and an Audit Log is created.
4. Open the More Actions menu and select Audit Lookup.
A record list opens.
Note: The updates you see may vary, depending on how you have your triggers set up for the file.
5. Select the desired record from the list.
Note: Only those fields which were modified are recorded. Service Manager displays both the Old
and the New versions of each modified field in the audit log record. If none of the fields defined in
the Audit Specifications Table have been modified, then Service Manager does not generate an
audit log entry for that database dictionary file.
6. For further information regarding the modifications to the contacts file, click Show detail.
The same record is re-displayed in an expanded form audit.g), which shows more detailed
information for the arrayed fields, as well as scrollable fields.
7. Click End to return to the summary form.
8. From the summary form, click the Prev and Next buttons to review any additional audit records in
the log for this contacts record.
9. Click End to return to the Contacts record.
The topics below comprise an example of how to use Database record auditing. Follow the steps in this
order. If you skip a step, the example will not work.
To use Audit Lookup:
1. "Open the audit specifications table" on page 276.
2. "Add an audit specifications record" on the next page.
3. "Define an audit specifications entry" on the next page.
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4. "Invoke auditing" on page 281.
5. "Set up event triggers" on page 282.
6. "Add lookup functionality to Format Control" on page 284.
7. "Test audit lookup functionality" on page 276
Add an audit specifications record
Applies to User Roles:
System Administrator
To add an audit specification record:
1. Click Tailoring > Audit > Audit Specifications.
2. Type a file name in the Filename field.
In this example, type contacts.
3. Enter unique keys in the Unique A, B, C, or D field.
The Unique key for the contacts file is contact.name. In this example, type contact.name in the
Unique A field and leave Unique B through D as NULL.
4. Click Add.
When Service Manager records an Audit Log record, for example, the contact name Teresa Chan, the
Filename field is recorded in the Audit Log as contacts and the Unique A field is recorded as TERESA
CHAN.
The contacts Audit Log record then has a unique association with a contacts record. You can generate
new Audit Logs based on the data found in the previous log record for a specific device.
Note: A device is also referred to as a Configuration Item (CI).
Define an audit specifications entry
Applies to User Roles:
System Administrator
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The system validates Filename and Field Name values every time you update an existing record or add a
new record. The Audit utility safeguard system prevents records with misspelled and incorrect file
names or field names from being processed. Such errors potentially could cause faulty communication
within the database.
Note: The name of the file and one field name of this example have been entered incorrectly to
illustrate error-correction process built into the Audit utility.
To enter data in the Audit Specifications file:
1. Click Tailoring > Audit > Audit Specifications.
A blank Audit Specifications Table form opens.
2. To select the file to create the specifications for.
Enter information in the Filename field and Unique A through Unique D fields, as necessary, to
parallel the Unique key in the source file with the Audit Log.
Note: see the related topics and read the topic "Audit specifications file description" for more
information on input fields.
For this example, enter contacts in the Filename field, and then click Search.
Caution: Making changes to the contacts file to cause it to invoke auditing will cause two audit
records to be generated when a file is updated. To prevent this, use a backup, and restore the
original file when finished with the example, or create a different file to practice on.
3. Define those fields you want Service Manager to audit and any aliases. If a field name is invalid, a
list will open up allowing you to copy a valid name and use it to replace the invalid name.
For this example, enter:
Field Name
Alias
contact.name Contact Name
user.id
Employee ID
first.name
First Name
last.name
Last Name
dept.name
Department
email
Email Address
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Field Name
Alias
location
Location
4. Click Add. to retain this record and commit it to the database.
The topics below comprise an example of how to use Database record auditing. Follow the steps in this
order. If you skip a step, the example will not work.
1. "Open the audit specifications table" on page 276.
2. "Add an audit specifications record" on page 279.
3. "Define an audit specifications entry" on page 279
4. "Invoke auditing" below.
5. "Set up event triggers" on the next page
6. "Add lookup functionality to Format Control" on page 284.
7. "Test audit lookup functionality" on page 276.
Invoke auditing
Applies to User Roles:
System Administrator
You can invoke auditing from Format Control. If you are using the Change Management application, you
can invoke auditing from Database Manager.
Select one of the following options to invoke auditing:
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"Invoke auditing from Format Control" on page 275
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Invoke auditing from the file in Database Manager
Invoke auditing for joindefs tables
Applies to User Roles:
System Administrator
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To use the database record auditing functionality, you need to invoke auditing for joindefs tables, as
described in the following tasks.
Task 1: Temporarily disable the auditspecs.check Subroutine on the auditspecs Format Control
record.
1. Log in to the Windows client.
2. In Format Control, open the auditspecs record (Name: auditspecs).
3. Click Subroutines, and from the More Actions menu select Show Expanded Form.
4. For each of the conditions Add, Update, and Before, append the following expression: and false.
The conditions for each should be: true and false.
5. Click Save.
Note: Re-enable the Subroutine after performing Task 2.
Task 2: Add an Audit Specifications record for joinbizservice and each of the other "join" files
being used.
1. Click Tailoring > Audit > Audit Specifications.
2. Enter field data as follows:
Field
Value
Filename
joinbizservice
Unique A
logical.name
Field Name
logical.name (and any other fields you want in the list)
3. Click Add.
4. Repeat for each additional "join" table desired.
Set up event triggers
Applies to User Roles:
System Administrator
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Event triggers are part of the Service Manager auditing function. A trigger can be set up to invoke the
auditing application, audit.compare.
Note: If an audit is needed for Configuration Management, do not use triggers. Instead, use Format
Control to invoke the audit.compare application.
To set up the audit.compare trigger:
1. Open the triggers form in Database Manager.
2. Enter the name of the new trigger. For this example, type: example.trigger.audit.update.
Note: Each trigger performs one action; therefore, when naming the trigger, you may want to
incorporate the trigger type (when the trigger is to execute) into the name of the trigger. For
example, trigger.audit.add could be the name of a trigger that executes whenever a record is
added.
3. Enter the name of the file you want Service Manager to audit in the Table Name field. For this
example, type: contacts.
4. Select the type of trigger, according to the number legend displayed beside the field. For this
example, select: 4
5. Enter the application name in the Application field. For this example,
type:trigger.invoke.auditor.
6. Click Add. when ready to add the record to the file.
Service Manager displays the following message: “Trigger record added.”
The topics below comprise an example of how to use Database record auditing. Follow the steps in this
order. If you skip a step, the example will not work.
1. "Open the audit specifications table" on page 276
2. "Add an audit specifications record" on page 279
3. "Define an audit specifications entry" on page 279
4. "Invoke auditing" on page 281
5. "Set up event triggers" on the previous page
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6. "Add lookup functionality to Format Control" below
7. "Test audit lookup functionality" on page 276
Add lookup functionality to Format Control
Applies to User Roles:
System Administrator
The topics below comprise an example of how to use Database record auditing. The steps in these
topics must be followed in order. If you skip a step, Database record auditing may not work.
1. "Open the audit specifications table" on page 276.
2. "Add an audit specifications record" on page 279.
3. "Define an audit specifications entry" on page 279.
4. "Invoke auditing" on page 281.
5. "Set up event triggers" on page 282.
6. "Add lookup functionality to Format Control" above.
7. "Test audit lookup functionality" on page 276.
Note: Before using Audit Lookup, be sure that the Audit Specifications include all fields that need
auditing.
To add Lookup Functionality, perform the following steps:
1. Access the Format Control record associated with the form or file.
2. Select the Save Copy.
3. Click Additional Options.
4. Select Additional Options.
The Additional Options panel opens.
5. Activate Lookup Functionality by adding the following specifications:
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Field
Contents
Option
1
Desc
Audit Lookup
Condition
true
Application audit.lookup
Comment
Audit Lookup
Message
Could not call Audit Lookup application.
Names
file
Values
$file
Special processing considerations: Incident Management
In Incident Management, each action taken on an incident record has the option of adding an additional
page; therefore, update and delete operations are not truly performed. Even though there is a Save
button, the application is really adding a new record to the problem table. When you close an incident, a
page can be added to the file with a status of closed. Consequently, when using Format Control on
Incident Management, the add field must evaluate to true.
Format Control records are only executed on the initial, browse, open, update, and close forms for
Incident Management.
Format Control can be placed on the following forms, or by using the master Format Control called
probsummary.
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IM.open.incident
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IM.update.incident
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IM.close.incident
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IM.browse
Special processing considerations: Change Management
Change Management enables you to define three types of Format Control records:
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Detail
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Master
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Approval
The detail and master records execute during standard add, update, and close processing. The approval
record executes during Change Management approval processing.
Change Management uses the four processing functions as follows:
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Add
Processed at open time.
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Update
Processed at update time (update, reopen).
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Delete
Processed at close time.
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Display
Processed when an item is displayed.
The Format Control components executes after the process invokes but before the record permanently
updates. For instance, the add function executes after the user clicks on the Open button in either the
Request or Task structure, but before the Request/Task saves to the database. The display function
executes after a record is selected from the record list but before the record opens.
You can execute both a master Format Control record and a detail Format Control record for each
Request/Task process. The master Format Control record executes before the detail Format Control
Record. If any of the Format Control components fail for any reason, the user always returns to the
previously open screen with the appropriate error messages.
Special processing considerations: master Format Control record
Change Management supports a master Format Control record that enables you to define in one record
the Format Control statements that apply to all Change Management Request Phases. The name of the
master Format Control record is cm3r (cm3t for Tasks). The options on this Format Control record
execute during all Request/Task processing (including background processing) except approval
processing. The master format control record processes before the detail Format Control record.
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Special processing considerations: detail Format Control record
To enforce processing rules that are unique to a Phase, define a format control record that is the same
name as the default View of that Phase. The add, update, delete, and display features process just as
they are with detail Format Control definitions.
Special processing considerations: approval Format Control record
The Change Management approval process checks for a Format Control record that associates with the
approvals view of the Phase.
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The add features are processed when a Request is approved.
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The update features are processed when a Request is disapproved.
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The delete features are processed when a Request is unapproved.
The master Format Control record does not execute during approval processing.
Format Control and eventout records
When incidents are opened, updated or closed by Event Services, a record is written to the eventout file.
This record contains information from the incident (described in the output eventmap record for the
event) that is passed to an external process via the SCAuto/IPAS external interface. You can elect to
write to the eventout file when Service Desk operators open and close records so that the information
is passed to the external interface.
The axces.write application creates a character string of fields from a structure and writes them to
eventout. An Event Registration record identifies the event type and the name of the Event Map records
used to define which fields will be selected from the record. The application should be called as a
Format Control Subroutine passing two parameters:
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The record from which data will be mapped.
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The Event Type, as defined in the Event Register.
To write to eventout on incident close, the Format Control record is attached to the
problem.equipment.close form using the following values:
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Field
Value
Application
axces.write
axces.write true
Name
Value
record $file
name
pmc
Note: This procedure is not specific to Incident Management. You can write eventout records for other
applications, such as Configuration Management or Change Management.
Format Control error messages
There are several error messages you receive if you enter an incorrect expression into a Format Control
record. These errors take several forms:
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If any syntax errors are present when the system attempts to parse (evaluate) an expression field
(for example, Calculation, Initialization) in a Format Control record, the following message opens in
the Status Bar at the bottom of the screen when you click on the Back button or attempt to select
another function from the More Actions menu:
Field contains an invalid expression.
In the case of incorrect syntax in a Calculation expression, the system does not let you exit the
Format Control record until the error is resolved. If you cannot resolve it, delete the line and re-enter
the desired input when the correct syntax is determined.
In the case of incorrect syntax in an Initialization Expression, the system does not let you access
additional Format Control functions (Subroutines, Additional Options, etc.) from the More Actions
menu.
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The system will accept a properly constructed Initialization Expression in a Format Control record
that may not be accepted by the called application at run time. When an application cannot
recognize an Initialization Expression, the Format Control function fails, and Service Manager
displays this message: Cannot evaluate initialization expression #:1
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Format Control accepts properly constructed but conflicting expressions within a record.
For example:
Initialization expression: $x=“ibm”
Calculation expression: $x+=1
When Format Control attempts to perform this calculation on a non-numeric field at run time, the
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system displays the following error message:
Wrong or mismatched type in increment or decrement
Common routines called from Format Control
The following is a list of RAD routines that have a specific function within Format Control:
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as.copy
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as.delete
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as.get.name
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as.insert
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as.move
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as.options
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as.sort
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axces.write
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database
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fill.fc
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fingerprint
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getnumb.fc
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marquee.publish
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marquee.send
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message.fc
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post.fc
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publish
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sort.array
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query.stored
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validate.fields
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Links
One of the advantages of a relational database is the elimination of redundant information. You
accomplish this by storing information about a particular subject in one place or file that has links to
other subjects. Links are a combination of data and link definitions, sets of conditions containing the
relationships for linked information. Use links in Incident Management and Configuration Management
environments to relate information in one file to information in another.
Link records define the relationship among sets of data. They are used extensively throughout the
system and the main topics include the following:
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Understanding links — general linking within the system
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Link maintenance — using links effectively
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Virtual joins — are used to display read-only data from another file.
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Posting — copy data from a source record to a target record.
Understanding links
These topics discuss linking within the system. The topics demonstrate how to:
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Access link definitions
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Add a new link
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Modify an existing link
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Use advanced link editing features
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Link dependencies with the Service Desk environment
Advanced link editing features
Simple links define the relationships between a specific field in a source record and a specific field in a
target record. The Find and Fill options perform in a straightforward manner. A link query is built based
upon a search argument, which contains the value of a field in the source file and the name of a field in
the target file. These fields need to be Unique key fields for simple linking.
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The system provides extended flexibility to define complex link expressions. For example, you can:
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Define a specific query that uses more than one field to form the link query.
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Specify the record list format that should be used when the link query finds more than one record.
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Define a variable, rather than a specific name, to be used as the target file.
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Manipulate the value of fields by using link expressions.
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Specify that particular fields are copied from the target file to specific fields in the source file during
the Fill operation without a requirement for identical field names.
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Include multiple non-keyed fields on the link line structure of a keyed field, enabling those fields to
be copied to the source form along with the data retrieved from the keyed field query.
Note: Advanced link features are not available when using Virtual Join.
Specifying a link query
If you want to control the search criteria used by Find and Fill, define a specific link query.
There can be instances when the link is dependent on more than the simple value of fields in the
records. For example, links from an incident document could be dependent on the device type. Link
Maintenance allows specification of expressions that are evaluated by the Fill and Find operations
before the link query is built.
Whenever the link relationship varies according to data in the source record, using expressions and a
variable for the target file is the most efficient method for establishing a link.
Expressions process in the order they are listed on the form.
Note: Be aware that If the $query variable is used in link records, each $query value is valid only in the
current thread. This means a $query value might be overwritten by executing a second link query. To
avoid this issue, you can use $L.query instead of $query in these cases.
Copying fields by name during fill operations
Normally, the Fill operation copies fields of the same name from the target file to the source file using a
function called project.
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For example, if you open an incident document and place the cursor on the logical.name input field and
then choose the Fill option, the system searches the device file for a record with the same logical.name.
The system then copies fields with the same name from the device file into the incident document.
The incident document contains information about the device that copied from like-named fields in the
device record.
As long as the field names are the same, and the information being copied is from an equal or higher
level, the project function performs normally. When the field names are dissimilar, or if the information
to be copied is from structure fields to scalar fields, you must use a different method.
Scalar/non-scalar field links
A simple link cannot copy information from a non-scalar field (composed of more than one data
element of the same type) to a scalar field (composed of a single data element). For example,
information from a record in the incident file cannot be projected into a probsummary record. Even
though the field names are the same, the fields in the incident record are not scalar fields. They exist in
one of the three structures that make up the problem table descriptor. The fully-qualified name of the
assignment field in the incident record is really header,assignment.
The system can project the logical.name value in the incident file into the incident record’s logical.name
field. It cannot project the incident file’s non-scalar middle,logical.name field into the scalar
logical.name field in the incident file. To copy non-scalar information to a scalar field, the Fill operation
copies each field using instructions in the link record.
Keeping changes
There is no Update option when editing a link line entry. A copy of the link line entry is made when it is
selected. That copy is compared to the current line entry when you exit using Back, Close Application,
Next Entry or Previous Entry.
Remember that when you modify a link line entry, the change does not write to the database until you
exit from the link record and confirm the update action.
Link dependencies within Service Desk
The Service Desk applications use two special link records. They perform the conversion of problem
records to probsummary records and the conversion of inventory files to the entity and attribute files.
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The build.inventory.files link record converts information in the various inventory files to the
Configuration Management device file and their associated attribute files. This link record cannot be
used for any other purpose since the $file variable has special meaning in the conversion
application.
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The build.problem.summary2 copies information from the problem record in the rootcause table
to the incident record in the probsummary table whenever the appropriate problem record is
updated. This link record uses the $pfile variable in place of the normal $File variable when building
expressions. It processes expressions after copying the fields, rather than before as in normal link
processing.
Document Engine master link record
For each object accessed through the Document Engine, a master link record combines with the formdependent link record. The master link record is valid for the entire file, and always has the same name
as the Object/filename. For example, if the filename is contacts, the master link record is the contacts
link record. This eliminates redundant links across many records for ease of maintenance and for
consistency.
Add a new link file
Applies to User Roles:
System Administrator
To add a new link file:
1. Click Tailoring > Tailoring Tools > Links.
2. In the Name field, type the name of the form or file. If desired, type a descriptive name or phrase in
the Description field.
3. Click New to create the new link record.
The record opens for editing.
4. Type the relationships in the appropriate columns.
5. Click Save to add the new link record.
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Modify an existing link
User Role: System Administrator
To modify an existing link.
1. Click Tailoring > Tailoring Tools > Links.
2. Type optional search criteria, and then click Search.
3. Double-click a link to view or change it. If necessary, press Ctrl+H to view help for each field.
When the link record opens, the following options are available from the More Actions menu:
Option
Value
Insert Line
Opens a window to prompt for the number of lines to insert, then inserts them
above the cursor position.
Delete Line
Opens a window to prompt for the number of lines to delete, then deletes them
beginning with the line the cursor is on.
Select Line
Allows advanced link processing.
Check Field When the cursor is positioned on a Source Field Name or Target Field Name,
prompts for a file name and then checks the database dictionary of the file to
determine whether a field of that name exists. If invalid, allows selection of a valid
field.
4. If you make changes, click Save.
Test a link
Applies to User Roles:
System Administrator
To test a link:
Note: The locations form is used for this example.
1. Click Tailoring > Database Manager.
2. Type location in the Form field, and then click Search.
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The location file opens.
3. Type P in the parent Location field.
4. Click Find. A list of records with a link definition for this file opens.
5. The Parent field is linked to the Location Full Name field in the Link file for location.
Note: Link records are case-sensitive.
Delete a link
Applies to User Roles:
System Administrator
To delete a link:
1. Click Tailoring > Tailoring Tools > Links.
2. In the Name field, type a link name, and then click Search..
The link record opens.
3. Click Delete in the toolbar.
You are prompted to confirm that you want to delete the link record.
4. Click Yes to confirm that you want to delete the link record.
You are returned to the link record prompt screen.
Access advanced link maintenance
Applies to User Roles:
System Administrator
When you access a link record, the Source Field and Target Format/File Names copy to the link structure
form. New fields are available and new option keys are enabled.
To access advanced link maintenance:
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1. Click Tailoring > Tailoring Tools > Links.
2. Type an optional link name in the Name field, and then click Search.
A list of all link records opens.
3. Click the link to edit.
For example, click the locations link record.
4. Position the cursor on the line you want to edit.
5. Click More or the More Actions icon and then choose Select Line.
Copy information from structure fields to scalar fields
Applies to User Roles:
System Administrator
To copy information from structure fields to scalar fields (fields composed of a single data element):
1. Open a link record.
a. Click Tailoring > Tailoring Tools > Links.
b. In the Name field, type the name of the link record, and then click Search.
c. Select a record from the list.
2. Place the cursor on the line containing the link.
3. Click Select line from the More Actions menu.
4. Switch the fields by typing the structure field in Source Field (Fill To) and the scalar field in Target
Field (Fill From). The contents of the structure fields are copied to the scalar fields.
Link maintenance
One of the advantages of a relational database is the elimination of redundant information. You
accomplish this by storing information about a particular subject in one place or file that has links to
other subjects. Links are a combination of data and link definitions, sets of conditions containing the
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relationships for linked information. Use links in Incident Management and Configuration Management
environments to relate information in one file to information in another.
Data relationships and the link file
Link maintenance involves establishing relationships between data so that information residing in one
file can form the link query that selects, displays, or copies information from another file.
A separate link definition can occur for each form.
When a field is linked to more than one table, the order in which the entries appear in the link record
determines the order in which Service Manager searches them. First, Service Manager searches the
table at the top of the list. If no records are found to satisfy the link query, it searches the tables lower
in the list, from top to bottom. It stops searching when the query is satisfied, or it finishes searching all
tables in the list.
Types of links
Find, Fill, and virtual join links are the basis for the most powerful features of Service Manager.
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The Find function uses the value of the field in which the cursor is placed to query for information
based on data stored in existing records. Security parameters restrict a user’s access to the
requested data. If information is found, a record list of matching configuration item (CI) records
opens. If no information is found, a negative message opens.
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The Fill function selects information from existing records and copies it into the current record. For
example, incident documents are populated with device information when a logical name
(logical.name) is specified.
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The virtual join combines information from many files and presents the results on a single form. At
the service desk, a vendor’s telephone number can display in an incident document without
occupying any space in the actual record. The information presented does not reside in long-term
memory and is another way of viewing Configuration Management data.
Linking ensures current and consistent data across all incident documents. A change to the original
configuration item (CI) record automatically updates the incident document. Each time an incident
document opens or updates, the applicable fields displaying linked data pick up the most recent
Configuration Management data.
Important: Queries for Find, Fill and virtual joins are performed only when run on fields that have been
set up as unique keys in the database dictionary record for the target files. These unique key definitions
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allow data to be stored using certain markers. Link queries need to locate these markers in order to
retrieve the applicable data.
Search the Help for more information on setting up unique keys and other definitions in the database
dictionary record.
Find functionality
Using information in the link record, Find (us.link) locates and displays information in another record (or
records) based on the contents of the current record.
In an Incident Management example, the source record could contain pc in the field labeled Affected CI
(logical.name field). The link record relates the logical.name field in the SOURCE record to the
logical.name field in the vendor (TARGET) file.
All device records containing logical.name fields beginning with pc are selected and displayed in a record
list for the user to select.
The user selects the specific device sought and opens the applicable device record.
Find uses the field name of the text box where the cursor currently is, in order to determine what
relationship to establish. To select the device records with names that begin with pc, the cursor must be
in the CI Name field that contains pc.
It builds the following query:
logical.name field in device file begins with “pc”
That translates in to the following link query that executes against the vendor file:
device#“pc”
Note: Using advanced features in Link Maintenance, you can apply rules to use a more complex link
query for data selection. Refer to Using Advanced Link Editing Features Help for more information.
The Find option is available throughout the system. It is subject to security restrictions within the
application. For example, Database Manager controls the Find option through the use of Format Control.
In Incident Management, the profile determines whether Find is available for the current user and how it
behaves.
The selected data records can be manipulated in accordance with security restrictions. Changes made
to these records DO NOT modify the source record unless the user selects from an available list of
options that allow updated information to be posted to the specific configuration item record. For more
information on posting, refer to Format Control and Display Options Help.
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Fill functionality
Using information in the link file, Fill (us.link) locates information in another record and copies it into the
current record.
Fill does the following:
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Starts on a source record.
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Accesses a record in a secondary (target) file based on data in the source record (usually the
contents of the input field selected by the cursor).
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Copies (fills) data from that target record back to the source record.
The link record for the probsummary file is used in Incident Management.
In the following example, Fill populates fields in an incident document based on the value of the field
labeled CI Name.
Rather than selecting the device record for display, fields in the device (TARGET) file that have the
same name as the fields in the problem (SOURCE) file project into the source record.
Fields on the source form populate automatically with data directly from the applicable device record.
For example, CI Name (logical.name) on the incident record fills with the value of Configuration Item
(logical.name) from the device record. The Type field on the incident form fills with the value of Type
from the device record, and the value for the Category field copies from the device record to the
incident record.
Through this transfer, the TARGET record is unchanged but the SOURCE record modifies to reflect the
values of fields in the TARGET record.
The resulting modified SOURCE record is not written to the database until some action instructs the
system to do so. For example, open or update the incident.
The Fill option uses the value in the field where the cursor is positioned to determine which link
relationship to use. This example assumes that the cursor is in the CI Name (logical.name) input field
when you select the Fill option.
Use Fill when it is necessary to store information in the source record so that it can be changed or used
as a link to other information. If you simply need to display the information in a form, use Virtual Join.
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Fill functionality with multi-select
The Fill Selected option is available from record lists resulting from a fill on an array field. When one or
more records from a list are selected, the user can choose the Fill Selected option to fill the array with
only the selected records.
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A multi-select fill will not overwrite the existing content of an array. The records selected will be
inserted into the array from the element where the fill was initiated.
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The multi-select capability for a record list is determined by the field that the fill is being performed
from.
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If the field is a scalar the capability is disabled.
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If the field is an array the capability is enabled.
The multi-select functionality is not enabled in system-generated record lists. The System
Administrator needs to create a form with a table for the capability to be available.
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When a Fill All or Fill Selected is performed, a message indicating how many records were filled
displays in the message area.
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The post expressions defined in a link line are executed as each record is filled into an array when
performing a Fill All or Fill Selected.
Turn off multi-select functionality
The Fill Selected option is available by default whenever a fill is performed on an array field. System
Administrators can disable this option by setting the variable $fill.mult to false in the expressions of
the link line for the field where the fill is being performed.
Note: The Multiple Selection property in Forms Designer has no effect on enabling or disabling the
multi-select capability when performing a fill from an array field.
Virtual joining functionality
The Virtual Join function allows a single form to display information from many files. You cannot modify
virtually joined information but it can link with other files using Find and Fill.
There are special requirements for virtual joins when specifying link information:
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The TARGET Format/File Name value in the link record must contain a file name not a form name.
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The target field must be a non-concatenated key in the target file.
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The target field must be the first instance of the key in the database dictionary’s key array.
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The target field must be a scalar field (non-array).
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Virtual Join only executes simple links.
While the appearance of virtually joined information is the same as if it exists in the open record, the
information is stored in one place and displayed on demand to another.
Note: Use virtual join in any form except record list forms. Use virtual join information as a source field
to other information using Find or Fill. Nested virtual joins are not supported.
Us.link
This section describes the Universal Services- Link (us.link) application.
The us.link application replaces the old applications find, fill and fill.recurse for several reasons:
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To take advantage of the current Service Manager environment in order to speed up transactions.
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To have a common rule base behind each of these applications.
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To make the find/fill process easier to debug.
The us.link is responsible for selecting the correct records from the correct file and then passing control
to either us.find or us.fill.
The find, fill, and fill.recurse applications are now single panels calling the us.link routine. No changes
are necessary to existing code that calls one of these routines.
Variables used in links
The variables used in links are listed below. The application "us.link" is in charge of executing the link
expressions using the values set in those variables. If values for the logical variables are not specified,
they default to false. Unless noted, the special variables used by prior applications are also used by
us.link.
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Variable
Value
Use
$fill.date.calendar
true or false
Enables a pop-up calendar window, and is used
for date/time fields.
Note: $fill.date.calendar is no longer needed
when using 6.2 or later clients, which allow you
to define a date/time field on a form as a
"calendar"-type widget.
$fill.display.add
true or false
Determines whether you can add a record if
the current link query returns no records.
$fill.display
true or false
Determines whether the record you are filling
from opens before you copy data from it into
your source record.
$fill.exact
true or false
Forces the project panel to adhere strictly to
data types and index levels during the project.
$find.skip
true or false
Tells the application to skip the current entry
whenever a "find" is performed on the field.
$fill.list
An array list of values. For
example: $fill.list={"a", "b",
"c"}
Enables you to fill from an array list of values.
Target file and field names are not required
when using this option. For example, $fill.list=
{"a","b","c"} will execute a pop-up window
where the user can select one of the array
values, a, b, or c.
$fill.recurse.msg
A message. For example:
Defines the message to appear on a recursive
$fill.recurse.msg="Hello world" link (when $fill.recurse=true).
$fill.option.copy
true or false
This option is no longer necessary when using
us.link.
$fill.option.skip
true or false
Enables the skip option to skip the current link
entry and move on when displaying the results
of a recursive fill.
$fill.recurse
true or false
Determines whether to move to the next entry
in the link record (perform a recursive fill).
$fill.replace
true or false
Governs whether a field that contains data
should be overwritten with new data (including
NULL). Only used for the project portion of a
fill, not fields specified on the fill to/fill from
section of the link line.
$fill.search.format Form to use when performing
a fill. For example:
$fill.search.format="company"
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Defines the search screen to use when
performing a fill. If this variable is set in the
link expression, and the field that you are
filling is NULL, the indicated search screen
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Variable
Value
Use
opens. The search created here continues the
standard fill process.
$fill.skip
true or false
Tells the application to skip the current entry
and continue based upon the value of
$fill.recurse for that entry.
$fill.structure
Specific link. For example:
$fill.structure={1,"rad"}
Enables you to perform a find from a field that
is part of a structured array and to use fill to
move information into that specific element
of the structured array when:
- The field name to fill from/post to is part of
the structured array.
- The field name to fill from/post to is not
used in any other structure of the database
dictionary record.
- The name of the structure must be the
same as the name of the array of which it is a
part.
To use find/fill on a structured array, you
must set up the variable $fill.structure in the
expressions of the specific link line.
$fill.structure is an array of two elements. The
first is the index of the field (that is used as
the source field) in the structure and is of type
number. The second is the name of the
structure and is of type character.
When using the fill function on a structured
array, you can only modify the specific line of
the structure being accessed. Instead of the
actual field name, use the index number of the
field within the structure. This includes the
source field.
$project.first
true or false
Governs whether a project should be done
before moving any of the fields defined in the
list of fill to/fill from fields.
$fill.mult
true or false
Determines whether or not you can fill
information from multiple records. True
enables fill information from multiple records.
The default value is true.
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Calling us.link
Use the following parameters to call the us.link application:
Note: Fill and fill.recurse use different parameter names for the same fields.
Parameter
Name
Description
Default
record
Source Record (required)
None
name
Field name to find from/link to
Current
field
string1
Format Name
Current
format
second.record Link Record (optional)
None
prompt
Action (“find” or “fill”)
“find”
boolean1
Background flag
False
all.null
Exit when closing the current thread
None
index
Cursor line
None
cond.input
Skip Exact Find
False
Note: This parameter is used only for reference fields (that is, fields
that have a referenced table defined in the data policy). By default,
the Find function of a reference field performs an exact match search
instead of using the query defined in the link record. If you want to use
the query defined in the link record for a reference field, pass this
parameter as true when calling the us.link application.
Note: The only required parameter for us.link is the source record.
Skipping query writing
Service Manager performs the “Fill” action based on the query defined in the link line to filter data
against the target table. Prior to Service Manager 9.41, you usually defined the query by ID.
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As of Service Manager 9.41, a Skip Query Rewriting option is available on the Edit Link Line form. This
option is added as part of the logical name solution, which adds the display.name field to the device
table to store CI names.
Note: For more information about the logical name solution, see the Service Manager Logical Name
Solution white paper.
Because CI names are now stored in the display.name field instead of the logical.name field, Service
Manager by default automatically rewrites your existing link queries at runtime to address the impact
of the logical name solution (the Skip Query Rewriting option is disabled by default). If the Skip Query
Rewriting option is enabled, the system does not perform the additional operations that it does when
the option is not enabled.
To access this option, open a link record in Database Manager, highlight a link line and then select the
Select Line option from the More menu. By default, this option is disabled.
Guidelines on editing link queries for a reference field
When writing a link query for a reference field, you need to observe different guidelines depending on
whether this option is enabled or disabled.
Note: The following descriptions use affected.item as an example reference field.
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If the Skip Query Rewriting option is not enabled, update an expression such as
“logical.name#affected.item in $File” to the following:
logical.name#\""+affected.item in $File+"\""
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If the Skip Query Rewriting option is enabled, you must write a query like the following:
if (not (null(get.display.value($File, "affected.item")))) then $query+=(" and
display.name#\""+get.display.value($File, "affected.item")+"\"")
Additionally, as a system administrator, you need to understand how the Fill function works for a
reference field:
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The “affected.item in $File” expression will be null when the user types something in the format, and
the system gets what the user has typed by the “get.display.value” function.
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If the Skip Query Rewriting option is not enabled, the system assigns what the user has typed to
“affected.item in $File” when the user clicks the Fill button, and then rewrites at runtime the
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evaluated “$query” from, for example, “logical.name# DISPLAY VALUE” to “display.name# DISPLAY
VALUE”. This makes the original link query still work for the reference field.
Accessing $File/dates
$File is used in Fill and Find link line queries. You can modify the $File directly using the link expressions
and the changes are automatically saved in the source record. When performing a fill on a date field,
the system first checks to see if that date field is in the link record. If the date field is in the link record,
the link expressions perform rather than just fill the current date and time. This way it is possible to fill
with something other than tod() (such as date(tod()) or tod() + ‘7 00:00:00’).
Find from and Fill to a $ variable
The us.link application makes it possible to perform a find from a field that has a $ variable as an input
and to use fill to move information into a $ variable field. To use a variable as a source field, place the
variable name in the Source Field column of a link record. To fill to a specific variable, place that variable
on the source field(fill to/post from) column on the specific link line.
Note: Use $file in virtual join link line queries and $File in fill and find link line queries.
Posting does not allow use of $ variables at this time.
Find from and Fill to an array structure
The us.link application makes it possible to perform a find from a field that is part of an array structure
and to use fill to move information into that specific element of the array structure. This can only be
performed under the following circumstances:
1. The field name to fill from/post to is part of the array structure.
2. The field name to fill from/post to is not used in any other structure of the database dictionary
record.
3. The name of the structure must be the same as the name of the array of which it is a part.
To use find/fill on an array structure, you must set up the variable $fill.structure in the expressions of
the specific link line. $fill.structure is an array of two elements. The first is the index of the field (that is
used as the source field) in the structure and is of type number. The second is the name of the
structure and is of type character.
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When using the fill function on an array structure, you can only modify the specific line of the structure
being accessed. Instead of the actual field name, use the index number of the field within the structure.
This includes the source field.
The $fill.display and $fill.display.add functionality
When using $fill.display, you can modify the data using the standard rules that apply to that database
using Format Control.
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Click OK to save the record and use the new version of the record to perform the Fill function, based
on the associated link line.
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Click Cancel to cancel any updates. It will not fill information back into the source record.
When $fill.display.add is set to true and the us.link performs the standard link query and returns no
records, the form defined in the link line opens and the user can add a record. Any information defined
in the Fill to or Fill from fields copies into this record.
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Click Add to add the record while leaving the user on this form. At this point the rules for $fill.display
are followed.
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Click OK to add the record and perform the Fill function back to the source record using the newlyadded record.
Access the link record
Applies to User Roles:
System Administrator
This examples uses the problem table.
Consider the case where there is a record against a user's pc. The incident record requires information
regarding the serial number, location of the pc, and its vendor/supplier, as well as a description of the
incident.
The required information for documenting an incident is often already in the database. To find and
display the information with the incident document, you must tell the system:
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What value to use as a search argument
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Where to look for the matching information
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At least two separate records store the required information for the incident document. Therefore, you
must define at least two relationships in the link record: one to device, one to vendor/supplier, and one
to any other applicable table.
The system stores this information about each configuration item in Configuration Management and
references it according to several categories of information. The device record contains the logical
name, contact, and location names. The vendor/supplier record contains the vendor/supplier ID,
location, and vendor/supplier phone number.
There is an implied order within each link that defines these relationships. The device record contains
the name of the vendor/supplier but not the phone number of the vendor/supplier, and the location
record stores the contact name instead of the device record.
By defining the first relationship between the incident document and the device record, you can retrieve
the data necessary to form the queries that retrieve data through the second and third relationships.
The link record defines the relationship between the incident document and information in the device,
vendor/supplier, and other records. Although you can have different link records for each form in
Incident Management, the problem and probsummary records always exist. These records provide a
basis and example for other Incident Management link records.
Note: If you are using IR Expert, consider building links from one of the IR fields (like action) to itself.
This allows a simple Find command to locate relevant incidents before a record opens.
1. Click Tailoring > Tailoring Tools > Links.
2. In the Name field, type problem, and then click Search.
3. Select a record from the list.
The column labeled Source Field Name contains the names of fields in the current record (in this case
problem). The columns under the Target File Name contain the file names and corresponding field
names that define the relationship. When the link runs, the contents of the source name in the problem
record search the target table for other information to populate the form.
The configuration items link to the incident document by the field labeled CI Name (logical.name)
field. The first link to the device record retrieves the serial number and location names. Subsequent
links use that information to form their own relationships.
A link to the vendor/supplier record from the field labeled Service Provider (on any linked Incident
Management form) provides the vendor/supplier phone number for the incident document.
Configuration Management data stored on Configuration Items (CIs), vendor, and other records can link
to several forms in Incident Management in the same way multiple relationships for the same field
exist. The link record specifies these link relationships. Links between data and forms are established in
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the order in which they appear in the list. A query for a specific field can link to more than one
configuration item record in the process of searching for the necessary data.
Virtual joins
Virtual joins allow you to display data fields from several different database files on a single form.
Virtual joins do not allow data entry into the joined fields; they only display information from other files
into a format for reference purposes.
Virtual joins can be used on any format. They are established when data from a record is displayed
without the need to use the Find and Fill functions of the link utility.
You create a virtual join by adding a subform to any form, and displaying the desired data there.
Understanding subforms
Subforms allow the creation of multi-part forms, where sections of the form can be reproduced in other
forms. These modular forms enable the simultaneous display of data from numerous database records
via virtual joins. Subforms are also useful in constructing multiple views of the same subform data, for
example, Incident Management views.
You construct subforms the same way as standard forms, with the exception that you create them to
appear within another, larger, form. Subforms can be micro versions of larger forms, containing specific
key information that is valuable for display on other forms. For example, Configuration Management
subforms that appear on incident record forms.
You can create a subform on any form as long as it is properly placed using Forms Designer. Data from a
record can open in a subform automatically or through the use of the Find and Fill function keys of the
Link utility.
Example: Creating a virtual join
Applies to User Roles:
System Administrator
The tasks listed below illustrate the steps involved in retrieving data from a file called sales and
displaying data in a form called orders.
The forms and subforms that you need to build to create a virtual join include:
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sales: You create the main sales form, and then you create a database dictionary file so data can be
entered through the form and recorded to the database. The file in the database associated with
this form is the target file from which data will be retrieved to display in the orders file.
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sales1 subform: When you create the sales1 subform, it is a copied and modified version of the
original form (sales). It is already associated with the sales database dictionary record.
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orders: When you create the orders form, you will add fields for customer name, contact, phone
number, and order amount.
Note: Code must be a single Unique key (not concatenated) in the target file. Also, the source and target
fields must be scalar (non-array).
To complete building the necessary forms and creating the virtual join in order to retrieve data from the
sales file and display data in the order forms, perform the following tasks:
1. "Build the sales form" below
2. "Create the sales file" on the next page
3. "Create the sales record list" on page 313
4. "Add data to the sales file" on page 314
5. "Create the sales1 subform" on page 314
6. "Create the orders form" on page 315
7. "Build the virtual join into the form" on page 316
8. "Build the link" on page 318
9. "Verify that the sales1 form works" on page 319
Build the sales form
Applies to User Roles:
System Administrator
When you create the main sales form, you need to create a database dictionary file so data can be
entered through the form and recorded to the database.
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1. Click Tailoring > Forms Designer.
2. Type sales in the Form field, and then click New.
3. Click No at the Forms Wizard prompt. A new blank form opens.
4. Using the Label tool, add a title across the top. For example, Sales Personnel Information.
5. Create two tabs by selecting the Notebook button. Name the front tab Name/Code and the back
tab Manager/Commission by changing the Caption property.
6. Select the Name/Code tab and do the following:
a. Add a Text box and place a Label called Sales Code.
b. Place a Text box next to the Label with the input value code.
c. Add a Text box and place a Label called Seller Name.
d. Place a Text box next to the Label with the input value name.
e. Add a Combo Box. Place a Label called Location and add a list of at least four city names in
both the Displaylist and Valuelist fields.
f. Place a Combo Box next to the Label with the input value commission.
g. Add a Text box and place a Label called Sales Commission %.
h. Place a Text box next to the Label with the input value commission.
7. Select the Manager/Commission tab and do the following:
a. Add a Text box and place a Label called Manager.
b. Place a Text box next to the Label with the input value manager.
8. Click OK to confirm the new form.
9. Click OK again to exit Forms Designer and save your new form.
Create the sales file
Applies to User Roles:
System Administrator
To create the sales file:
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1. Log in to the Service Manager Windows client.
2. Click Tailoring > Forms Designer.
3. In the Form field, type sales, and then click Search.
4. Go to the Detail menu to create a file. Either right-click in the sales form or select the Detail menu
button in the top right corner, and then select Create File.
5. Type sales as the filename, and then click OK.
If the file name is already prepopulated with "sales," click OK to confirm.
This creates a valid "sales" file. The database dictionary file (dbdict record) generates
automatically and displays in the System Definition Utility, with the exception of the No Nulls key
for the location field. It becomes the target file for your subform when it appears on other forms.
6. Click the Fields and Keys tab to see field definitions and keys. It contains one key on field "code,"
which is a type "unique."
7. In the Keys section, click New.
The General section is displayed.
8. In the Type field of the General section, select No nulls, and then click Add.
9. Select location, and then click OK.
10. Click Save.
A warning appears, stating that the pending changes in the keys definitions for this dbdict record
require a tableregen.
11. Click OK, and then close the System Definition Utility window.
The main sales data form and file are now complete.
Create the sales record list
Applies to User Roles:
System Administrator
To create the sales record list:
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1. Click Tailoring > Forms Designer.
2. In the Form field, type sales.qbe, and then click New.
3. Click No at the Forms Wizard prompt.
4. Draw a table on the design space.
5. Type Code and Location in the Columns field of the Table properties window. These are the two
database dictionary keys for the sales file.
6. Type code in the Code column input field.
7. Type location in the Location column input field.
8. Click OK to finish.
Add data to the sales file
Applies to User Roles:
System Administrator
To add data to the sales file:
1. Click Tailoring > Forms Designer.
2. In the Form field, type sales, and then click Search.
3. Click More or the More Actions icon and then select Database Manager.
4. Create at least two new sales personnel records. Make sure to fill in the fields on both tabs.
5. Click OK to return to Forms Designer.
Create the sales1 subform
Applies to User Roles:
System Administrator
When you create the sales1 subform, it is a copied and modified version of the original form (sales). It is
already associated with the sales database dictionary record.
To create the sales1 subform:
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1. Click Tailoring > Forms Designer.
2. In the Form field, type sales, and then click Search.
3. Click Copy/Rename from the More Actions menu.
4. Make a copy of the sales form.
a. In the New Name field, type sales1.
b. Click Copy in the Format field.
c. Click OK to confirm the creation of the duplicate form.
5. Click Design.
6. Cut the Seller Name label and field, as well as the Sales Commission % label and field from the
notebook tabs, and then paste them somewhere on the form.
7. Remove everything from the form except Seller Name and Sales Commission %.
8. Click OK to confirm changes to sales1.
Create the orders form
Applies to User Roles:
System Administrator
To create the orders form:
1. Click Tailoring > Forms Designer.
2. In the Form field, type orders, and then click New.
If you have another form named orders, return to the Form field and rename this new form.
3. Click No at the Forms Wizard prompt.
4. Select the Frame tool and do the following:
a. Draw a group on the screen and give it a label name Customer Order.
b. Draw a frame on the screen for the Customer Order fields.
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c. Add fields and label the form. The inputs for the text box fields are as follows:
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customer.name
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contact
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phone.number
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order.amount
5. Click OK.
Build the virtual join into the form
Applies to User Roles:
System Administrator
To build the virtual join into the form:
1. Open the orders form (created in "Create the orders form" on the previous page) in Forms
Designer.
2. Click Design.
3. Select the Group tool and Frame tool to create a frame on the screen where you want the seller
data to appear. Give it the caption/title Seller Data.
4. Select the Label tool and create a label named Seller Code.
5. Select the Comfill tool and create a fillable input field. This enables you to choose from a list of
seller codes.
6. In the Property box, do the following:
a. Type code in the input value and 9 (fill) in the ButtonID field.
b. Click Y to confirm the addition.
7. Click OK to save changes to the form.
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Subform placement
1. Select the Subform tool.
2. Position the cursor on the screen where you want to begin your virtual join, and then create a
square where you want the virtually joined subform to appear.
3. In the Property box for the subform, type code in the Input field.
The input field value (code) is the same as the previous input field value, because a link needs to be
established with the target file. The Virtual Join tool uses the link with the code key on the sales
file to pull in the information requested by the sales1 form, namely values for the name and
commission fields.
4. Type sales1 in the Form field to indicate which form should appear in the subform area.
5. Click Yes in the Virtual Join field of the Property box to activate the virtual join functions on the
subform.
6. Click OK to save changes to the orders form.
Note: You cannot see the subform at this point. The subform data fields do not appear until you
enter data through the Database Manager.
7. From the orders form, click More or the More Actions icon and then select Create file.
The Database Dictionary (dbdict) utility opens.
8. Create an orders file in the database dictionary.
a. Type orders as the filename, and then click OK.
If the name is prepopulated with orders, click OK to confirm.
This creates a valid "orders" file. The dbdict record for it is now displayed in the System
Definition Utility. In the Fields and Keys tab, you can look at field definitions and keys. It
contains one key on field "customer.name," which is type "unique."
b. In the orders file, ensure there is a line for the code field at the bottom of the list. If there is
not, in the Fields section click New Field, and then create a new character field called "code."
c. Click Save to save your changes.
9. Close the System Navigator to leave the System Navigator utility and return to Forms Designer.
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Build the link
Applies to User Roles:
System Administrator
To build the link record:
1. Click Tailoring > Forms Designer.
2. Type orders in the Form field, and then click Search.
The orders form opens.
3. Click More or the More Actions icon and then select Link.
The link record for the orders file opens.
4. Create a link for the code field. Link the (Seller Code) code field on the order file to the (Seller
Code) code field on the sales file.
5. Click Save.
6. Click Back to exit the link record and return to Forms Designer.
Note: Use $file in virtual join link line queries and $File in fill and find link line queries.
Use the virtual join
Applies to User Roles:
System Administrator
Once you save the record, you see the virtual join information whenever you select, add, or update the
record.
To create a new orders record using the orders form.
1. Click Tailoring > Database Manager.
2. Type orders in the Form field, and then click Search.
The "orders" form opens.
3. Type the name of a customer in the Customer Name field.
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4. Type a contact for that customer in the Contact field.
5. Type a number for the Phone field.
6. Type any number for the Order Amount value.
7. In the Seller Code field, select a seller code from the record list of seller codes.
8. Click Add to save the new orders record.
The new orders record appears with the sales file data virtually joined in the subform at the bottom.
The Seller name and commission fields are not stored with the record in the order file. They are only
referenced and are noneditable. To make changes or updates to the seller data, use the sales form.
Note: If you delete this record, Seller name and commission do not delete because they are stored in
the sales file.
Verify that the sales1 form works
Applies to User Roles:
System Administrator
To verify that the sales1 form works:
1. Click Tailoring > Database Manager.
2. Open the sales1 form.
3. Click Search and select a record from the record list.
The first sales form inputs sales personnel data that is retrieved through the sales1 subform. The
sales1 subform is virtually joined to the orders form.
Entity Relationship Diagram creation utility
An Entity Relationship Diagram (ERD) is a graphic description of the logical structure of a database.
Database administrators often rely on conceptual and physical data models to understand the
relationships among tables, records, and data, and to produce reports.
The Entity Relationship Diagram (ERD) Creation utility enables you to generate Database Definition
Language (DDL) statements that you can import into any tool that is capable of producing this type of
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conceptual data model. For example, Erwin Data Modeler can create a visual Service Manager data
model when you import a DDL file created by the ERD Creation utility. If you have administrative rights,
you can customize the files and links used to create the component DDL statements.
Checklist: Creating an ERD record for an application
Ensure that you consider the following items prior to creating an ERD record for an application.
1. Identify all files that are related to the application name.
2. Identify the master link records for all files listed on the Files tab. Master link records are the link
records with the same name as the application files.
3. Identify all link records that are associated with any file listed. The ERD Creation utility associates
these link records by the format name.
What is the required input for ERD Create?
The ERD Create utility uses a variety of input to generate DDL statements. The following list describes
the basic input requirements.
l
The list of files specified in the erdcreate record and all fields in these files.
l
The relationships among these files determined by the link records specified in the erdcreate
record.
l
If specified, the relationships among the files specified by joindef and erddef records.
l
If specified, the relationships among the files specified by the Match Fields section of Data Policy.
l
If specified, the relationships manually defined by the database administrator.
Create an ERD definition
Applies to User Roles:
System Administrator
An Entity Relationship Diagram (ERD) is a graphic description of the logical structure of a database.
Database administrators often rely on conceptual and physical data models to understand the
relationships among tables, records, and data, and to produce reports.
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To create an ERD definition:
1. From the System Navigator, click Tailoring > Database Manager.
2. In the Form field, type erddef and click Search.
3. From the Associated Forms section, double-click the erddef.g form.
4. Enter the First Filename, Second Filename, and Relationship Type.
5. In the Field Names from First Filename text box, enter the fields for which you want to create the
join.
6. Enter the fields for which you want to create the join in the Field Names from Second Filename
text box.
In this example, the contact.name field in the probsummary table contains the same data as the
contact.name field in the contacts table.
7. Click Add.
For additional information about relationship types, see Create a join in the related topics.
Create an ERD record
Applies to User Roles:
System Administrator
An Entity Relationship Diagram (ERD) is a graphic description of the logical structure of a database.
Database administrators often rely on conceptual and physical data models to understand the
relationships among tables, records, and data, and to produce reports.
To create an ERD record:
1. Click Tailoring > Tailoring Tools > ERD Create Records.
2. Type the Name (usually the application name) for the ERD Create record.
3. Click More or the More Actions icon and then select Add Files for Module.
Note: The Add Files process will fail if the name of the ERD record is not associated with one or
more Data Policy records.
4. Click More or the More Actions icon and then select Add Master Links.
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5. Click More or the More Actions icon and then select Add all Related Links.
6. Click Add.
7. Click OK.
Note: You can add relationships manually from the Manual Relationships tab. Use this tab to define
relationships that do not occur in any of the automatically discovered categories. Each relationship that
you create manually also appears in the ERD.
Modify an ERD record
Applies to User Roles:
System Administrator
An Entity Relationship Diagram (ERD) is a graphic description of the logical structure of a database.
Database administrators often rely on conceptual and physical data models to understand the
relationships among tables, records, and data, and to produce reports.
To modify an ERD record using the Entity Relationship Diagram (ERD) Creation utility:
1. Click Tailoring > Tailoring Tools > ERD Create Records.
2. To locate an existing ERD record, click Search.
3. Select a record from the record list.
4. Click More or the More Actions icon, and choose Add Files for Module.
5. From the More Actions menu, choose Add Master Links.
6. From the More Actions menu, and choose Add all Related Links.
7. Click Save.
8. Click OK.
Notes:
l
You can add relationships manually from the Manual Relationships tab. Use this tab to define
relationships that do not occur in any of the automatically discovered categories. Each relationship
that you create manually also appears in the ERD record.
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l
The ERD record creation process will fail if the name of the ERD record is not associated with one or
more Data Policy records.
Create manual relationships
Applies to User Roles:
System Administrator
An Entity Relationship Diagram (ERD) is a graphic description of the logical structure of a database.
Database administrators often rely on conceptual and physical data models to understand the
relationships among tables, records, and data, and to produce reports.
To create manual relationships in the ERD definition:
1. Click Tailoring > Tailoring Tools > ERD Create Records.
2. Click Search to display a list of existing records.
3. Select an application name, and then select the Manual Relationships tab.
Note: The Manual Relationships tab enables you to define any relationship that is not automatically
detected by Service Manager through link, erddef, and datadict records. You must identify the two
files that are related and the specific fields that create the relationship.
4. Type a user-defined unique Name for the relationship.
5. Type the name of a source file where the relationship originates in the From File text box.
6. Type the name of a field in this file in the From Field text box.
7. Type the name of a target file in the To File text box.
8. Type the name of a field in this file in the To Field text box.
9. Click Save.
10. Click OK.
What are Master link records?
Master link records are link records that have the same name as the associated file. For example, the
Master link record for the contacts file is the contacts link record.
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What are related link records?
Related link records are form records that relate to the associated files and link records that relate to
these form records. The ERD Create utility collects related link records by finding all forms associated
with the selected files, and then locating any link records associated with these forms.
Associate a data policy record with an application
Applies to User Roles:
System Administrator
Every data policy record does not automatically have associated applications. You may need to
complete Step 4 to ensure there is a link between the data policy record and the appropriate
application. When the ERD Creation Utility runs for a named application, the utility looks for all data
policy records with links to that application to generate the list of associated files.
To associate a data policy record with an application:
1. Click Tailoring > Data Policy.
2. Click Search to generate a list of existing data policy records.
3. When you select a data policy record from the list, the fields in this record appear in the Data Policy
form.
4. The General tab shows the current applications associated with the data policy record. To add
another application, insert the cursor in a blank Modules row. Click the drop-down list to choose a
Service Manager application.
5. Click Save.
6. Click OK.
Checklist: Generating a DDL file
Ensure that you consider the following items prior to generating a DDL file for an application.
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1. Ensure that there is one or more data policy record associations for the application.
2. Create a new ERD record that lists all related files and fields.
3. Define any additional manual relationships.
4. Use the ERD Create utility to generate a DDL file that contains DDL statements.
5. Open the DDL file to import the DDL statements into a database modeling tool.
DDL mode
The DDL mode describes how the ERD Create utility creates foreign key definitions. You can select from
one of two modes, Full mode or Simple mode.
Full mode
Full mode creates one foreign key definition for each unique field or file relationship. In Full mode,
you can have multiple links between two files.
Simple mode
Simple mode creates one foreign key definition for each file-to-file relationship within each
relationship type.
Generate a DDL file
Applies to User Roles:
System Administrator
Database administrators often rely on conceptual and physical data models to understand the
relationships among tables, records, and data, and to produce reports. If you have administrative rights,
you can customize the files and links used to create the component Database Definition Language (DDL)
statements.
To generate DDL statements in a file using the Entity Relationship Diagram (ERD) Creation utility:
1. Click Tailoring > Tailoring Tools > ERD Create Records.
2. Determine the correct export mode for the DDL statements.
o
Full mode: Creates one foreign key definition for each unique field or file relationship. You can
have multiple links between two files.
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o
Simple mode: Creates one foreign key definition for each file-to-file relationship within each
relationship type.
3. From the ERD Creator Definition form, click the More Actions menu.
4. Select one of the following:
o
Create/Export DDL > Full.
o
Create/Export DDL > Simple.
The output of the ERD Create utility automatically resides at the root level of the Service Manager client
installation folder. The file name is the DDL file name with a .sql file extension.
Example: ..\Program Files\HP\ Service Manager x.xx\ Service Manager Client\ddl_name.sql.
Import a DDL file into a database modeling tool
To import a DDL file into a database modeling tool, this example uses Erwin Data Modeler. Other tools
may have different steps.
1. From the Erwin Data Modeler, click File > Open.
2. Change the file type to SQL DDL.
3. Browse to locate the DDL file.
By default, Service Manager stores these files at the root level of the client installation folder.
For example: ..\Program Files\HP\Service Manager x.xx\Client\.
4. Click the file to select, and then click Open.
The Erwin Data Modeler displays the Reverse Engineer - Select Template wizard.
5. Modify the settings in the Target Database section, as follows:
o
Select the appropriate Database.
o
Select the appropriate Version.
6. Click Next.
7. Select the appropriate values.
8. Click Next.
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The resulting Entity Relationship Diagram opens. You can use the Zoom tool to view the content of
each entity in the diagram.
Posting
Posting is the process of copying data from a source record to a target record. The purpose of posting
is to update similar fields in other records without having to open those records to modify each field.
The relationship between the two records is normally based on a value defined in one (or more) of the
source record input fields. Posting is the opposite of the Fill function, which copies data from the target
record to the source record. You can use posting to update Service Manager tables from another part
of Service Manager.
Posting does the following:
l
Starts on a source record.
l
Accesses a record in a secondary (target) table, based on data in that record.
l
Copies (posts) data from the source to the target, and then performs some action (for example,
add, update, or open) on the target record.
The posting process enables you to control the process in several ways:
l
Define the target table.
l
Select the fields to copy.
l
Determine whether to prompt the user for add/update confirmation.
l
Decide which application to invoke for the posting process.
l
Define manual or automatic posting.
Note: Do not post to the probsummary table or to incident records. The record being updated may be
locked by another user and the post will not occur. In addition, the pm.eval.alerts application will create
its own $file variable, which conflicts with the $file variable that post.fc is using. Updating the
probsummary table triggers an application that cleans out the $file variable, the same variable that is
used by the Format Control routines.
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Posting link records
The posting process requires you to create a standard Service Manager link record. The link record
establishes the connection between similar fields in the source and target files. When posting, it is best
to create a new link record dedicated to the posting process, to avoid conflicts with link records defining
common fill relationships.
To refer to fields in the source record, use the $File file variable. To refer to fields in the target record,
use the $Filet file variable.
Important: The case must match the example, with the initial 'F' upper case and the rest lower case.
Posting link line definition file
The link line definition file defines a single field as the reference field for the posting routine and lists
the names of other fields linked for the posting process. When posting is invoked, the system compares
the value for the reference field in the source file with the value for the linked field in the target file. If
the values are the same, the system compares the listed fields for changes and posts the new data to
the target file.
The fields used for the link line definition have the same definition or use for posting as they do for find
and fill with the following exceptions:
l
The source field array lists fields in the source record and the target field array lists fields in the
target record.
l
You can define parameters in the Expressions field to control the posting process flow.
Note: Reference or manipulate input fields with the $File file variable. Any modifications made to this
record variable are passed back to the calling application.
Important: Processing statements may modify the contents of the original record.
Types of posting available in Format Control
There are two types of posting available in Format Control:
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Automatic posting, set up via Format Control subroutines.
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User-controlled posting, set up via the Format Control additional options for use with Database
Manager only.
Confirming the posting routine
A confirmation function is available in Posting that posts the new contact information to the target file,
but waits for user approval before updating the record. The target file is open to the user, who can edit
any of the information before confirming the update. For example, when the Posting routine from
Change Management creates a new Contact record, only the fields specified in the Link record populate.
At some point, the record must be complete. When the confirmation feature is active, the new Contact
record opens to the user when Posting occurs. The user can complete the contact information form,
save the record, and then return to the request without leaving Change Management.
Note: This feature is available in both the automatic and the manual Posting modes.
Posting variables
The following variables are available during the posting process and can be used to control the Posting
process flow:
$File
The source record file variable.
$Filet
The target record file variable.
$post.msg
The message issued to the operator when the posting routine successfully completes. The default
message is: The posting routine is complete.
$post.confirm
A logical field that controls whether on not the user is prompted to confirm the Posting action. The
default is false.
$post.confirm.fmt
The name of the form used to display the target record for Posting confirmation.
$post.appl
The name of the RAD routine used for posting. If an application is not defined to this variable, and the
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$post.confirm option is true, the confirmation is a simple add or update of the target record. No other
processing is performed against the record.
$post.names
An array that defines the names of the parameter panel input fields to which data will be passed. This
field is needed only when an application is defined to the $post.appl parameter.
$post.values
An array that defines the values passed to the called application. There is a one-to-one relationship
between this array and the $post.names array.
Automatic updates using Format Control subroutines
You can use posting to update Service Manager tables from any other part of Service Manager. For
example, new contact information from a request can post directly to related fields in the contacts file
without any user interaction. If you are opening a request for a new contact, posting creates a new
Contact record and populates the common fields defined in the Link record. Posting from Request
Management can occur when new requests are opened.
In this example, ocmq.open.newemployee.quote.g is our Source Format (accessing the ocmq file) and
contacts is our Target form (accessing the contacts file). Both files contain such contact information as
contact name, company, first name, last name, and department. The relationship between the two files
is based on a single common field—the employee.id field in this example (Employee Number). When
Posting initiates from a request, the system attempts to find a Contact record in which the value of the
user.id field matches the value of the employee.id field in the request. If a match is found, the system
updates the Contact record. If no match is found (as in the case of a request from a new person), the
system creates a new Contact record based on the values in the request.
Posting should NOT be performed on the probsummary table when set up using a subroutine in Format
Control as this causes the system to clear the variable, $file.
Use the procedures in the following help server topics to create automatic updates using Format
Control subroutines:
1. Identify the field input values for posting
2. Create the link record for posting
3. Create the Format Control record for automatic posting
4. Open a request for posting
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Identify field input values for posting
Applies to User Roles:
System Administrator
To create a Link record for Posting, you must identify the common fields in the Source and Target files.
This can be accomplished from within Forms Designer. For this example, individual fields are selected in
the design mode.
To identify common fields in the Source and Target files:
1. In Forms Designer open the form ocmq.open.newemployee.quote.
2. Click Design.
3. Select a field and check the Input value in the Property window.
Note: This method displays all input values, including those not shown in Fill boxes.
Important: Be certain not to alter the form when checking field input values. Click Cancel to exit the
Design mode without changing the form.
Create the link record for posting
Applies to User Roles:
System Administrator
Create a new Link record for the form you are going to use. For example, if a Link record does not
already exist, create the Link record ocmq.post.contacts for the new form
ocmq.open.newemployee.quote for the Posting process. This avoids any conflicts involving links
established in a current record for the Fill function.
1. Click Tailoring > Tailoring Tools > Links.
2. In the Name field, type the name of the Link record you want to create. For this example, type
ocmq.post.contacts.
3. Click New.
4. Type the following values in the first line of the new Link record.
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Field
Value
Field Name (SOURCE)
employee.id
Format Name (TARGET) contacts
Field Name (TARGET)
user.id
Comment
POST
Important: You must type POST in upper case letters in the Comment field for the Posting process
to work.
The new Link record opens.
5. Place the cursor in the employee.id line and click Select Line from the More Actions menu.
The Link line definition form opens.
6. Type the following values for the Source and Target fields.
Source Field
Target Field
employee.id
user.id
requested.for
contact.name
employee.id
full.name
request.phone contact.phone
request.dept
corp.structure
7. Click Back. A prompt asks if you want to save the Link record you have created.
8. Click Yes to save the record.
Create the Format Control record for automatic posting
The Subroutines process of Format Control defines Automatic Posting. The application called is post.fc.
Posting takes place before the request is added or updated in the database.
Important: As posting may add a new record to the target file, you must fill in all fields that are part of a
Unique or No Nulls key using the Source Field / Target Field table, otherwise posting fails.
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1. Click Tailoring > Format Control.
2. In the Name field of the Format Control Initializations form, type ocmq.open.newemployee.quote.
3. Click Search.
4. If no record exists, click New.
The Format Control record for ocmq.open.newemployee.quote opens.
5. Click More or the More Actions icon and then select Subroutines. You can also click Subroutines on
the form.
6. Click More or the More Actions icon and then select Show Expanded Form.
The long version of the Subroutines form opens.
7. Type the following values in the first available slot.
Names
Values
file
$file
name
ocmq.post.contacts
prompt
emoloyee.id
Error Message
Could not post to contacts file.
Application Name post.fc
Comments
POST
Add
true
Before
true
Note: The name parameter passes the name of the Link record you created, and the prompt
parameter passes the source field for the Link relationship.
8. Click Back. A prompt asks if you want to save the changes to the Format Control record.
9. Click OK to save the record.
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Open a request for posting
Applies to User Roles:
System Administrator
To test the posting routine you have set up, you must create a new request. We will update the contacts
file by changing the values in the First Name and SM Contact Name fields of the request, and then add a
title.
1. Click Request Management > Quotes > Create New Quote.
2. Select Human Resources > New Employee Setup.
3. A summary form of the items you requested displays with total cost. You can choose to:
o
Cancel your request.
o
Add Items to your request.
o
Submit Request.
4. Click Submit Request. The Human Resources - New Employee Setup Request form opens.
5. Place the cursor in the SM Contact Name field of the Employee Information section, and then click
Fill.
6. Place the cursor in the Contact Name field, and click Search. A record list of contacts opens. The
contact information comes from the contacts file.
7. Select a name from the record list of contacts.
Service Manager populates the Employee Information section with information from the contacts
file.
8. Change the First Name and SM Contact Name in the Human Resources - New Employee Setup
Request form.
9. Add a Title.
10. Fill in the required fields.
11. Copy the Employee Number to use it in the contacts file later.
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12. Click Save & Exit.
13. If errors occur, read the posting messages in the Messages view.
To verify changes made to the contacts file during the posting process.
1. Click System Administration > Base System Configuration > Contacts.
2. Paste the Employee Number copied earlier into the Employee ID field, and then click Search.
The Contact Information form opens. You can see the contact information you updated in the
request, along with the title you added for the employee.
Manual posting using Format Control additional options
In some cases, you may want to give users the option to manually control posting. The additional
options process of Format Control defines user options for posting data and require user interaction to
complete the routine.
Manual posting is desirable whenever you do not want changes to post automatically. You might want to
do this to avoid posting temporary changes to permanent records. For example, if the contact is calling
from a different phone, you could add the temporary number to the change request without posting to
it in the contacts record.
Additional options are only available for Database Manager. To set up manual posting within other
Service Manager applications, set up a new display option definition to call the post.fc application.
In this example, we will reuse our posting link record from Database Manager and define additional
options for a hardware change request form. The user will be able to click on a button to post updates
to contact information. As in the previous example, the source file is cm3r, and the target file is
contacts.
Note: HP does not recommend accessing Change Management forms and records using Database
Manager. We do so in this example only to demonstrate additional options capabilities for manual
posting.
Perform the steps in the following help server topics to manually control posting using Format Control:
1. Create the link record for posting
2. Create the Format Control record for manual posting
3. Modify a hardware change request for posting
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Create the link record for posting
Applies to User Roles:
System Administrator
Create a new Link record for the form you are going to use. For example, if a Link record does not
already exist, create the Link record ocmq.post.contacts for the new form
ocmq.open.newemployee.quote for the Posting process. This avoids any conflicts involving links
established in a current record for the Fill function.
1. Click Tailoring > Tailoring Tools > Links.
2. In the Name field, type the name of the Link record you want to create. For this example, type
ocmq.post.contacts.
3. Click New.
4. Type the following values in the first line of the new Link record.
Field
Value
Field Name (SOURCE)
employee.id
Format Name (TARGET) contacts
Field Name (TARGET)
user.id
Comment
POST
Important: You must type POST in upper case letters in the Comment field for the Posting process
to work.
The new Link record opens.
5. Place the cursor in the employee.id line and click Select Line from the More Actions menu.
The Link line definition form opens.
6. Type the following values for the Source and Target fields.
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Source Field
Target Field
employee.id
user.id
requested.for
contact.name
employee.id
full.name
request.phone contact.phone
request.dept
corp.structure
7. Click Back. A prompt asks if you want to save the Link record you have created.
8. Click Yes to save the record.
Create the Format Control record for manual posting
Applies to User Roles:
System Administrator
Manual posting is user-controlled posting, set up via Format Control Additional Options, for use with
Database Manager.
1. Click Tailoring > Format Control.
2. In the Name field of the blank Format Control record, type the name of the form. For this example,
type cm3r.hardware. Click Search
Note: If the Format Control record does not already exist, click New to create a new Format Control
record.
3. Click More or the More Actions menu, and choose Additional Options. You can also click Addl
Options in the form.
4. Click More or the More Actions menu, and then choose Show Expanded Form.
The long version of the Additional Options form opens.
5. Type the following field values in the first available slot.
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Field
Value
Option
1
Condition for Option true
Description
Post to Contacts
Description ID
Comments
POST
Application
post.fc
Error Message
Could not post to contacts file.
Reset on Return
true
Names
Values
file
$file
name
cm3r.hardware.post
prompt requested.by
6. After entering the second parameter name and value (name/cm3r.hardware.post), click Save to
save the updated Format Control record.
A scroll bar appears next to the Names array, so you can scroll down and enter the third Names
value (prompt).
7. To enter the third Values value (requested.by), position the cursor on the first Value entry($file)
and press the Page Down key.
8. Click OK to save your changes.
Modify a hardware change request for posting
Applies to User Roles:
System Administrator
To test the manual Posting routine you set up, you must access a hardware change request and modify
one or more fields in the Initiator section that was defined in the link record. Then, you will invoke the
Additional Options to verify that the contacts file data changes do reflect the changes in your change
request.
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We will do this in the Database Manager Administrator mode, because Format Control Additional
Options are not available in Change Management.
1. Click Tailoring > Database Manager.
2. Select the Administration Mode checkbox.
Note: You must click Administration Mode or you will be using Change Management instead of
Database Manager. Format Control Additional Options are not available in Change Management.
3. Open the cm3r.hardware form.
4. Click Search.
A list of change request records opens.
5. Retrieve any existing Hardware change request.
6. Verify that the existing Initiated By information matches an existing contacts file record. To do so,
position the cursor on the Name field, and then click Find.
The related Contact Information record opens.
7. If no contacts record match exists, do the following:
a. Clear the existing Name field, and then use the Fill button to fill a valid contact value into the
change request record.
b. Update the Department and Phone fields.
c. Click Post to Contacts from the More Actions menu to initiate posting to the contacts file.
Note: The option name depends on the value entered in the Command field of the Additional
Options definition. Therefore, you may see something other than Post to Contacts in your More
Actions menu.
d. Place the cursor in the Change Initiator Name field, and then click Find. The updated Contact
record opens.
The updated departmental data from the change request opens in the Corp. Structure field at
the bottom of the Business Information tab, and the updated phone data opens in the Work
phone field in the Contact Numbers tab.
8. Click Save.
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Links
Use the confirmation function in the posting routine
Applies to User Roles:
System Administrator
Activate the confirmation function by setting the flag $post.confirm to true in the Expressions field of
the source file Link line definition record.
1. Click Tailoring > Tailoring Tools > Links.
2. Type the name of the source file Link record in the Name field of the Link Manager dialogue box. In
this example, use the name of the Link record you created, cm3r.hardware.post.
3. Click Search. The source file Link record opens.
4. Place the cursor in the requested.by field of the Link record, and then click Select Line from the
More Actions menu. The Link line definition form opens.
5. Type $post.confirm=true in the Expressions field.
6. Click Back. A prompt box opens, asking if you want to save the changes to the Link record.
7. Click Yes.
Do manual posting with confirmation
Applies to User Roles:
System Administrator
Use the same procedures for evoking the confirmation process as for establishing User Options in
manual posting. When you activate the Posting routine, the confirmation process opens the target form
and file (contacts) and provides a new set of toolbar buttons.
1. Click Tailoring > Database Manager, and then select the Administration Mode checkbox.
Note: You must click Administration Mode or you will be using Change Management instead of
Database Manager. Format Control Additional Options are not available in Change Management.
2. Open the cm3r.hardware form.
3. Retrieve any existing Hardware change request.
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Links
4. Verify that the existing Change Initiator matches an existing contacts file record. To do so, position
the cursor on the Change Initiator Name field, and then click Find. The related Contact Information
record opens on form contacts.g.
5. If no contacts record match exists, clear the existing Change Initiator Name field, and then use the
Fill button to fill a valid contact value into the change request record.
6. Update the Department and Phone fields.
7. Click Post to Contacts from the More Actions menu to initiate posting to the contacts file.
Note: The option name depends on the value entered in the Command field of the Additional
Options definition. Therefore, you may see something other than Post to Contacts in your More
Actions menu.
8. The Contact record (target file) for the contact specified in the change request form opens with a
confirmation request.
Edit fields other than those selected for the Posting routine.
9. Click Save to save ALL changes, from both the change request and also changes entered directly in
the contact record, to the database.
10. Click Cancel to ignore any changes you made in the record. The Posting process is NOT complete
and you return to the change request form.
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Display functions
The system permits control of user interaction with the following utilities:
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Menus — enable you to control the functionality of the options that appear on the system navigator
as well as the buttons that appear on the user’s menu form. Different users access different menu
forms based on different roles.
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Display application — enables you to control the functionality of buttons in the editor toolbar, on
forms, and on items in the pull-down options menu.
Menus
The menu of utilities and applications available to an individual user are based on the user’s role in the
organization.
You can create and customize menus to restrict user access.
A menu form:
l
Opens when you log on to the system
l
Controls the user’s access to different areas of the system
l
Is associated with a corresponding menu record
l
Opens based on the user’s role in an organization
Menu record
Each option line in the menu record contains values that control the functionality of each link on the
menu form. Based on the conditions specified, the menu record can call a RAD application to retrieve
other menus, call stored queries, and launch external applications. The association between the form
and the menu record is set up by entering the form name in the Format field of the menu record.
The numbers in the Option column correspond to the option on the referenced format. In general, there
is a one-to-one relationship between menu and form. Each option calls a RAD application. Some RAD
applications require parameters to be passed into the function while others do not.
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The Command column permits you to call a menu option directly from the command line. For example,
type db in the command line to go directly to the Database Manager.
The Condition column on the menu record controls the availability of the option. If the condition
evaluates to false, the option displayed on the user’s menu is unavailable.
Button properties
You can create menu buttons using the Button control in Forms Designer. When adding a button in
Forms Designer, the following properties are important:
l
ButtonID – A numeric value that matches an option number in the related menu record. (Required)
l
Images – An image that represents the button’s function. (Optional)
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Balloon help – A text string that appears when the cursor is held over the button to offer more
information about the button’s function. (Optional)
Access menu records
Applies to User Roles:
System Administrator
After you create a form, you must add a related menu record to specify the functionality of the buttons.
Menu records are saved in the menu file. You can access menu records in the following ways:
l
Click Tailoring > Tailoring Tools > Menus.
l
In the Service Manager command line, type menu.
Example: Adding a URL link to a menu
Applies to User Roles:
System Administrator
Objective: Provide an example of how to add a link that navigates to a URL from the System Navigator
tree or from a Service Manager menu form.
In this example, you need to find the menu file, modify the HOME menu record, and use Forms Designer
to modify the menu.gui.home form.
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To add a link that navigates to a URL from the System Navigator tree or from a menu form:
1. Click Tailoring > Web Services > Database Manager.
The Database Manager search window (format.prompt.db.g) opens .
2. Type menu in the File text box and click Search.
A record list of the files opens (format.qbe.g).
3. From the record list of menu files, double–click menu in the File Name column.
The Menu form opens (menu.g).
4. Type HOME in the Menu Name field and click Search from the More Actions menu.
The Menu form re-displays with a list of menu records for the HOME menu.
5. In the table, add a new menu entry with the following information:
o
Option #: 48
o
Description: Hewlett-Packard (The label to give the URL link.)
o
Application: us.launch.external
o
Parameter: name
o
Parameter value: http://www.hp.com
o
Thread: true
o
Condition: true
6. From the More Actions menu, click Save.
Next you will use Forms Designer to add the menu item as a button on the form:f menu.gui.home.
7. Click Tailoring > Tailoring Tools > Forms Designer. Type fd in the Service Manager command line.
The Forms Designer search form opens.
8. Type menu.gui.home in the Form text box and click Search.
The menu.gui.home form opens in Forms Designer.
9. Click Design. The form opens in the edit window with the Design Tools and Properties panes open.
10. Drag-and-drop a button control from the Design Tools pane to the form.
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11. Position the button control on the form. In this example, move the Exit Service Manager button,
Service Manager Internal Mail button, and System Status button left to make room for the button
you are adding.
12. Click the new button to display the sizing nodes on the button and then resize the button to match
the other buttons.
13. In the Properties pane, update the following parameters:
o
Image File: Hewlett-Packard
o
Button ID: Type the Option # (48) you entered for this record in the HOME file.
o
Caption: Hewlett-Packard
o
Name: Hewlett-Packard
14. Click OK.
15. To verify the change, logout and then login and view the form you modified.
You should see the button you added on the menu.gui.home form. There should also be a new
entry in the Menu navigator folder in the System Navigator.
Customize System Navigator menu icons
Applies to User Roles:
System Administrator
HP Service Manager provides out-of-box icons that you can use to customize the icons in the System
Navigator. To do this, you only need to specify the name of the icon in the Icon field of the
corresponding menu record. You can perform this task from either the web client or the windows client.
The customized icons apply to both the accordion mode and the sidebar mode of the System Navigator.
Note:
l
You can only specify an icon for a first-level menu item (menu group).
l
The System Navigator menu icons are available only when the enableSidebarMenu parameter
in the web.xml file is configured as TRUE. For more information about the enableSidebarMenu
parameter, see Web parameter: enableSidebarMenu.
For a complete list of the icons and their names, see Service Manager menu icons.
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For more information about how to access the menu record, see "Access menu records" on page 343.
Adding and changing the image icon for menu and toolbar
items
You can edit or replace the out-of-box icon for existing menu items and add icons for new menu and
toolbar items that you create. The More Actions menu and toolbar icons are 16x16 .gif files. You can use
any graphics design tool to edit out-of-box icons or create new icons of the correct size.
When you create a menu or toolbar item, Service Manager generates an icon name for it based on the
Default Label you give the menu or toolbar item in the Display Application Option Definition form.
Service Manager displays the image with that name if it is located in the Service Manager Client images
directory. If there is no image with that name, the form displays the default icon. The default icon is
blank (no icon defined) in the out-of-box system.
In a typical installation the icons are located in the following locations.
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Windows client:
...\plugins\com.hp.ov.sm.client.common_x.xx\src\resources\icons\obj16
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Web client on Tomcat (for example):
...\<Tomcat>\webapps\webtier-x.xx\images\obj16
Add or change the image icon for options menu and toolbar items
Applies to User Roles:
System Administrator
You can edit or replace the out-of-box icon for existing menu items and add icons for the new menu and
toolbar items that you create. The More Actions menu and toolbar icons are 16x16 .gif files. You can use
any graphics design tool to edit out-of-box icons or create new icons of the correct size. These images
are found in many forms.
To add or change the image icon for the options menu and toolbar items:
Important: If you change an image, Service Manager will replace the original image with the new image
on all forms. If you do not want to change the image on all forms, you must change the Default Label in
the Display Application Option Definition for the form you want to change, and create a new image.
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1. Open the Display Application Option Definition for the More Actions menu or toolbar item.
2. Add the item, if necessary.
3. Make a note of text in the Default Label. Using Database Manager, open a form that the option is
displayed on.
4. Open the Administrator view and go to the Detail Data tab for a single record form or the List
Data tab for a record list. The list of icons in the toolbar and options menu is at the bottom of the
form. The img="<bmpname>" tag gives you the name of the image.
5. Make a note of the icon image name.
6. Using your standard operating system search functionality, search your Service Manager directory
for a .gif file with that name. If the item with that name exists in the Service Manager images
directory, the form will display it.
o
<installation location>\plugins\com.hp.ov.sm.client.eclipse.web_
x.xx\webtier\images
o
<installation location>\plugins\com.hp.ov.sm.client.common_
x.xx\src\resources\icons
o
<installation location>\plugins\com.hp.ov.sm.client.eclipse.admin_
x.xx\src\resources\icons
o
<installation location>\plugins\com.hp.ov.sm.client.eclipse.user_
x.xx\src\resources\icons
7. Create a new image if none exists, or replace this existing image with the one you prefer to use.
Common option icon names
When looking for the image to display, Service Manager replaces spaces in the image tag with _ in the
filename.
Detail/List Data entry
<option value="1" img="tadd">
<caption>Add</caption>
<description>Add</description>
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Windows Client
Web Client
Default
Icon
File name
Default
Icon
tadd.gif
File Name
tadd.png
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Detail/List Data entry
Windows Client
Web Client
Default
Icon
File name
Default
Icon
File Name
</option>
<option value="11" img="tprev">
<caption>Previous</caption>
<description>Previous</description>
</option>
tprev.gif
tprev.png
<option value="11" img="tnext">
<caption>Next</caption>
<description>Next</description>
</option>
tnext.gif
tnext.png
<option value="2" img="tok">
<caption>OK</caption>
<description>OK</description>
</option>
tok.gif
tok.png
<option value="205" img="tprint">
<caption>Print</caption>
<description>Print</description>
</option>
tprint.gif
tprint.png
<option value="211" img="texport/">
<caption>Export/Unload</caption>
texport.gif
texport.png
<option value="212" img="tir quer">
<caption>IR Query</caption>
<description>IR Query</description>
</option>
tir_quer.gif
tir_quer.png
<option value="3" img="tcancel">
<caption>Cancel</caption>
<description>Done
Searching</description>
</option>
tcancel.gif
tcancel.png
<option value="300" img="tcreate">
<caption>Create Operator</caption>
<description>Create
Operator</description>
</option>
tcreate.gif
tcreate.png
<option value="4" img="tsave">
<caption>Save</caption>
tsave.gif
tsave.png
<description>Export/Unload</description>
</option>
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Detail/List Data entry
Windows Client
Web Client
Default
Icon
File name
Default
Icon
File Name
<description>Save</description>
</option>
<option value="5" img="tdelete">
<caption>Delete</caption>
<description>Delete</description>
</option>
tdelete.gif
tdelete.png
<option value="5000" img="tmass ad">
<caption>Mass Add</caption>
<description>Mass Add</description>
</option>
tmass_
ad.gif
tmass_
ad.png
<option value="5001" img="tmass up">
<caption>Mass Update</caption>
<description>Mass Update</description>
</option>
tmass_
up.gif
tmass_
up.png
<option value="5002" img="tmass de">
<caption>Mass Delete</caption>
<description>Mass Delete</description>
</option>
tmass_
de.gif
tmass_
de.png
<option value="5003" img="tmass un">
<caption>Mass Unload</caption>
<description>Mass Unload</description>
</option>
tmass_
un.gif
tmass_
un.png
<option value="5005" img="tmass cr">
<caption>Mass Create
Operators</caption>
<description>Mass Create
Operators</description>
</option>
tmass_
cr.gif
tmass_
cr.png
<option value="5100" img="tcount">
<caption>Count</caption>
<description>Count Records in the
List</description>
</option>
tcount.gif
tcount.png
<option value="5110" img="tprint l">
<caption>Print List</caption>
<description>Print List</description>
</option>
tprint_l.gif
tprint_l.png
<option value="5120" img="trefresh">
trefresh.gif
trefresh.png
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Detail/List Data entry
Windows Client
Web Client
Default
Icon
File name
Default
Icon
File Name
<caption>Refresh</caption>
<description>Refresh</description>
</option>
<option value="5130" img="tmodify">
<caption>Modify Columns</caption>
<description>Modify
Columns</description>
</option>
tmodify.gif
tmodify.png
<option value="5140" img="texport">
<caption>Export to Excel</caption>
<description>Export to
Excel</description>
</option>
texport.gif
texport.png
<option value="5160" img="tsave as">
<caption>Save As View</caption>
<description>Save As View</description>
</option>
tsave_
as.gif
tsave_
as.png
<option value="8" img="tfind">
<caption>Find</caption>
<description>Find</description>
</option>
tfind.gif
tfind.png
<option value="9" img="tfill">
<caption>Fill</caption>
<description>Fill</description>
</option>
tfill.gif
tfill.png
Display application
The display application allows System Administrators to customize certain features of their system
without altering RAD code.
Data files within Display contain the individual records, or screens, in which options, events, and window
controls are defined. Each screen is attached to a particular application and controls the features
appearing on the forms associated with that application. The information from these screens is stored
in data tables and is not embedded in the RAD code. A system administrator has ready access to all
Display features and may edit them freely.
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Note: Because custom features are independent of RAD programming, Display options are protected
from conflict during the upgrade process.
Displayscreen definitions
The Display Application Screen Definition (displayscreen) record is the control point for applying options
to HP Service Manager forms using the Display application.
To access the Display Application Screen Definition form, click Tailoring > Tailoring Tools > Display
Screens.
The fields available to apply displayscreen options are described below.
Field Name (*Required)
Field ID
Description
*Screen ID
screen.id
The unique name, identifying the record whose display
characteristics are being defined. The names of screen
IDs generally reflect their function and closely resemble
the names of the forms to which they are attached.
On option 0
on.enter.key The action to take when the user presses Enter--Option 0
(zero).
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Redraw screen: Refreshes the screen. The cursor
remains in the same field, but if this is a multi-line
field, the focus resets to the top of the field.
l
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Do nothing: With this action, the display application will
execute any statements and RAD applications defined
in the display option, and then return to the original
screen.
Return to appl: Exits the current screen to the calling
application.
Title
title
The title of the form. The value in this field can be a
variable or an expression.
Format
form
The form to open for this screen. The value in this field
can be a variable or an expression.
I/O (If RIO)
io
Determines the user's privileges for modifying the
displayed data. HP Service Manager uses this field only
when the displayed panel is replacing an rio panel.
Time (if FDISP)
time
The date and time field determining the length of time a
user may search the database. HP Service Manager uses
this field only when the displayed panel is replacing an
fdisp panel. The value in this field can be an expression.
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Field Name (*Required)
Field ID
Description
Used only for Search?
search.only
This option is selected on screens that are used only for
searches (such as db.search).
User Options
user.options
If selected (set to true), triggers functionality in the
Display application. Do not change this setting in the
production system.
Language
language
The language used on the form. The default is English
(EN).
Initializations subtab
expressions
Expressions that set the initial values for variables and
fields. HP Service Manager evaluates these expressions
before the screen appears.
Javascript subtab
javascript
The JavaScript subtab is executed after the Initializations
subtab. It is used to set and initialize variables, and run
expressions on the screen being initialized.
Main tab
Options tab
Option
gui.option
#/Label/Action/Condition
Click Search () to select a Display Application Option
definition.
l
Detail options: These numbers also depend on the
display screen and whether the option will appear on
the detail options or list options. For example, the
display options greater than 200 with Screen ID
apm.edit.problem appear on the detail options of an
incident.
l
List options: These numbers also depend on the
display screen and whether the option will appear on
the list options or detail options. For example, the
display options greater than 200 with Screen ID
apm.list.problem appear on the list options of the
incident.
Events subtab
Event/Action/Condition
event
Click Search () to select a Display Application Event
definition.
Display application option definitions
The display application allows System Administrators to customize certain features of their system
without altering RAD code. You can select an option that performs an important function in your system
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within the Display application option definitions form. The following fields can be defined in the Display
Application Option Definitions (displayoption.g) form.
Field Name
(*Required)
Field ID
Description
*Screen ID
screen.id
The name of the displayscreen record that this option is
associated with.
Modifies
Record
modify.record
If selected (set to true), indicates that using this display
option may make changes to the record. The display routine
recognizes this and locks the record before executing the
action defined in the Action field.
*Action
action
The display action, which is a direct link to the action in the
states record. Predefined values include the following:
l
Do Nothing: With this action, the display application will
execute any statements and RAD applications defined in
the display option and then return to the original screen.
l
l
l
l
l
HP Service Manager (9.41)
Redraw: Refreshes the screen. The cursor remains in the
same field, but if this is a multi-line field, the focus resets
to the top of the field.
Close: Exits the current screen to the calling application.
More: Selecting this action has the same effect as
selecting Do Nothing.
NULL: If the Action field is blank, HP Service Manager
assigns a value of NULL to the Action field.
UNKNOWN: If no option has a true condition, HP Service
Manager assigns a value of UNKNOWN to the Action field.
This only occurs if the condition for the option has
changed to false by user input.
l
return:
l
ok: Save and exit.
l
cancel: Exit without save.
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skip: Skip execution of a script.
l
views: Display a list of alternate viewing forms.
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extend:
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find: Find the related record detail.
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Field Name
(*Required)
Field ID
Description
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fill: Fill in information from a related record.
l
validatefield:
l
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useroptions: Execute user options defined in Format
Control.
closeapplication:
*Unique ID
id
The unique ID of the option generated by the system and
made up of the screen ID plus action. If multiple records for
the same action are required, the GUI option is also appended.
*GUI option
gui.option
The following guidelines should be adhered to when entering a
value into the GUI option.
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Tool tray: Enter numbers less than 200.
l
Detail options: Enter numbers greater than 200.
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List options: Enter numbers greater than 200.
Note: Option numbers between 4001 and 4099 and over
32,000 are reserved for system use.
To look up the ID numbers for the GUI options for buttons on
detail forms, go directly to the form, using Forms Designer,
and look at the property Button ID on the buttons inside the
form. To find out the GUI options for tool tray or menu
options, find the default label or text alternative that matches
the item.
l
Balloon Help
(If Option
greater than
200)
balloon
The text string that appears when the cursor is held over a
button to offer more information about the button's function.
Text Option
txt.option
The number of this option in the Text mode. The Text Option
was originally used for text-based clients. This field is no
longer needed.
*Default
Label
default
The default label for the option, which is required on GUI
mode. You could use this as a way to identify display options,
such as Create Template from Record. Bank
txt.bank
Determines the set of function keys with which this option is
grouped. This field is required only when 11 or more options
appear on a form. Option 12 is reserved for the More button.
This field is no longer needed.
Text
txt.alternative
If not NULL, determines the label used for the F-key in a Text
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Field Name
(*Required)
Field ID
Alternative
Description
form. This field is no longer needed.
*Condition
condition
This field has to either contain true or false, or an
expression that when evaluated returns true or false. It
defines the condition for the option. If the field is true or the
expression evaluates to true, the option appears to the user.
Note: It is possible to have two display option records with the
same display screen and the same GUI option, but they have
to have mutually exclusive conditions.
User
Condition
user.condition
Same rules as the Condition field. This field has to either
contain true or false, or an expression that when evaluated
returns true or false. The User Condition expression
overrides the Condition expression.
post.expressions
RAD expressions evaluated when this option is selected, but
before the RAD application is executed.
RAD tab
PreRad
Expressions
subtab
PreJavascript javascript.pre
subtab
JavaScript expressions evaluated when this option is selected,
but before the RAD application is executed.
RAD subtab
Rad
Application
application
The RAD application to call when an operator selects this
option. Note: The RAD application, us.launch.external, does
not support launching a URL that contains a semi-colon.
Separate
Thread?
new.thread
This field indicates whether or not the RAD application is
executed in a new application thread.
Names
names
The parameters to pass to the RAD application. Optional,
unless required by the RAD routine being executed.
Values
values
The value of each parameter to pass to the RAD application.
Optional, unless required by the RAD routine being executed.
Post Rad
Expressions
subtab
post.rad.expressions RAD expressions to be evaluated when this option is selected,
but after the RAD application is executed.
Post
Javascript
subtab
javascript.post
JavaScript expressions evaluated when this option is selected,
but after the RAD application is executed.
Comments
tab
comments
Additional comments on this displayoption.
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Restricting access to display options
As a system administrator, you may wish to restrict users’ access to certain display options based on
their system rights. This is accomplished by creating an expression in a displayoption record that
determines who may use the option. This expression is constructed with capability words found in a
user’s operator record. You may use existing capability words or create new ones that more narrowly
define the restrictions.
To restrict access to a display option, perform the following steps:
l
Identify the option and the group to whom you want to deny access.
l
Define a capability word unique to the option.
l
Add your capability word to the operator records of all users to whom you wish to grant access to
the option.
l
Create a condition expression in the displayoption record using your new capability word.
Selecting display options
Select an option that performs an important function in your system.
l
Is this option part of a broader functionality?
l
Should all users with rights to this functionality have access to this option?
For example, should all users with access to Incident Records in Incident Management be able to close a
record?
By using a condition expression in a displayoption record, a system administrator can limit a user’s
right to close record without restricting rights to the other features of Incident Management or incident
record options.
Note: Users with SysAdmin capability will be able to view, update and save existing incident records, but
will not be allowed to close records.
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Calling an application
Display panels allow the system administrator to set up a series of actions that otherwise would have to
be hard-coded into each individual application. Among the added functionality is the ability to call
separate applications from within the current application.
An example of this is calling the build.list application from a combo box on the problem.initial
form.
The call to build.list recreates a list of viable subcategory, location, or other options, based on the
information already appearing on the problem.initial form. When calling an application, several options
are available, including threaded windows and scripting.
Custom RAD
Determine whether your display screen record should apply to a single form or be available to all the
forms within your application. If applying to a single form, consider using Format Control. If you want to
apply the display options to a single form, enter the name of that form in the Format field in the
displayscreen record. If you want the same display options to be available on multiple forms, you must
bind the Format field to the appropriate local variable. This is the variable you have defined in the Array
of local variables field of the display panel in your RAD application.
When you are creating your displayoptions, the values you enter in the Action field of the displayoption
record must be defined on a decision panel in your RAD application as $L.action=“<action type>”
Creating displayscreen records
Your system contains a number of displayscreen records that have been predefined in the RAD code.
Some of these records bind their options to a specific form, while others bind the options to local
variables for use with multiple forms. If you edit an option in a displayscreen record used by more than
one form, every form that uses that Screen ID is affected. If you need option combinations that do not
exist in the displayscreen records provided with the standard system and do not wish to edit any of the
existing Screen IDs, you must create your own unique displayscreen record. You might choose to do this
when:
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Writing custom RAD applications
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Creating script forms
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Displayscreen records are created and hard-coded into RAD applications, which search for the
appropriate Screen ID when called.
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RAD programmers who write custom applications for their enterprise can create new displayscreen
records.
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Non-RAD licensee's can add display screens to support specific scripts because the display screen
name is specified within the script record and is not hard coded in RAD.
Displayoption database dictionary keys
These keys control how the data is placed and retrieved from the file. Use values based on these keys
when issuing queries on the displayoption file.
Field
Key
Description
unique.id
unique
Ensures record numbers are unique
screen.id unique
language
gui.option
gui.sig
This key ensures that no two GUI options can have the same screen
ID, language, or condition.
screen.id
language
txt.bank
txt.option
txt.sig
This key ensures that no two text options can have the same screen
ID, language, text bank, or condition.
unique
action
nulls&duplicates Useful when querying by action.
screen.id
language
gui.option
Displayevent database dictionary keys
Field
Key
Description
unique.id unique
Ensures record numbers are unique.
screen.id unique
language
event
event.sig
This key ensures that no two Events records can have the same screen
ID, language, event.name, object.name, or condition.
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Field
Key
Description
actions
screen.id
language
event
nulls&duplicates Useful when querying by action.
Access display records
Applies to User Roles:
System Administrator
The Display application reads data from the following data files:
File name
Description
displaymaster
The displaymaster file contains the general controls for Display. There is one record
per supported language. The default is ENG for English.
displayscreen
A displayscreen record defines the attributes of a screen and provides the user with
access to the individual records for options and events. Use the vertical scroll bar to
view the entire form.
All Service Manager applications using rio or fdisp panels have been converted with
the display.cv utility before being shipped to you. The displayscreen records have
been created and hard-coded into RAD applications, which search for the applicable
Screen ID when called.
RAD programmers who write custom applications for their enterprise will need to
create new displayscreen records. Non-RAD licensee's can add display screens to
support specific scripts because the display screen name is specified within the
script record and is not hard coded in RAD.
The existing displayscreen records are powerful tools for controlling the display
attributes of certain forms within your system. Knowing which Screen ID is attached
to a form is vital if you are to take full advantage of the features offered by the
Display application.
displayoption
Set the various display options in the displayoption file. Display options can appear in
the More Actions menu, as buttons in the toolbar, and as F–keys.
Option numbers less than (<) 200 in GUI mode appear as buttons. Option numbers
greater than(>) 200 appear in the More Actions menu.
Note: Option numbers between 4001 and 4099 and over 32,000 are reserved for
system use.
RAD applications can be called from Options Definition records. Access the Options
Definition record from any displayscreen record:
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File name
displayevent
Description
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Click on the Ellipses button for a record list of all options.
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Click on a numbered option button for individual displayoption records.
The displayevent file defines the events a screen will handle. Access the form by
clicking an Event button in a displayscreen record.
To access display records:
1. Click Tailoring > Database Manager.
2. Type display in the Form field of the Database Manager form.
3. Click Search. A record list of data file records opens.
4. To configure the Display application, open the displaymaster file first. Or select another file from
the record list, and double–click the name to open it.
Create a displayscreen record
Applies to User Roles:
System Administrator
The displayscreen record is the control point for applying options to Service Manager forms using the
Display application. You must create the displayscreen record first, then create the individual options
in the displayoption file.
You can create a display screen record from scratch, or base your new record on a previously existing
record.
To create a new displayscreen record:
1. Access the displayscreen file.
2. Type a unique name in the Screen ID field of the blank displayscreen record form. This name
should identify the file involved and describe the process to which the options are attached. For
example, a displayscreen record created for a script that opens incident records might be called
pm.script.open.
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3. In the Format field, type the name of the form on which the new options should appear.
Note: Type the appropriate format variable if you want the display options to appear on more than
one form.
4. Complete any other applicable fields.
5. Click Add. The system creates the displayscreen record and displays the message “Record Added.”
To create a displayscreen record based on an existing displayscreen record:
1. Access the displayscreen file.
2. Open the displayscreen you want to use as a base. For the example, select adlusermod
3. Change the Screen ID to a unique name. For the example, change the name to adlusermodxx and
then click Add. The Include displayoption/displayevent prompt opens.
4. Specify whether to add any associated displayoption or displayevent records when the new
displayscreen record is added by checking the applicable box.
o
If you check Include displayoption records, adlusermodxx records will be created from the
adlusermod records in the displayoption file.
o
If you check Include displayevent records, adlusermodxx records will be created from the
adlusermod records in the displayevent file.
5. Click Next. The system creates the displayscreen record and any optional files you chose and
displays the message “Record Added.”
Create a displayoption record
Applies to User Roles:
System Administrator
Data files within Display contain the individual records, or screens, in which options, events, and window
controls are defined. Each screen is attached to a particular application and controls the features
appearing on the forms associated with that application. For example, you can create a Validity lookup
option in the More Actions menu by creating a displayoption record.
To create a displayoption record:
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1. In the Service Manager command line, type do and then click the Excecute Command icon.
2. In the Screen ID field of the blank displayoption record form, type the name of the screen ID you
created for the displayscreen record.
3. Enter the applicable action for your option in the Action field.
4. Complete the displayoption record.
Important Notes:
o
If you create a displayoption by copying an existing record, you must change the screen ID
and leave the Unique ID field blank; the system will assign a unique ID to your option.
o
If you are defining a Fill option, be sure that the value in the GUI option field matches the Button
ID value of the field in the form.
5. Click Add to add the record to the database.
6. Open the displayscreen record for your screen ID and select the Options tab to make sure your new
option appears there.
Define display conditions
Applies to User Roles:
System Administrator
Access to an option is controlled by the Condition field in a displayoption record. This field may evaluate
to true or contain an expression defining a condition for display.
In the following example, you restrict access to the Close button in the toolbar of Incident Management
incident records to only users with SecClose capabilities.
To define display conditions:
1. Select Tailoring > Tailoring Tools > Display Options.
2. Enter the screen ID of the update form, apm.edit.problem, and press Enter.
3. Locate the Close option from the record list. The User Condition field is empty by default. The User
Condition is processed after the Conditions field and operates at the user-specific level.
4. Add the following condition statement to the User Condition field:
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index("SecClose", $lo.ucapex)>0
Where SecClose is the name of the capability word you created.
5. Click Save to record the modification to the record.
6. Click OK to back out and return to the home menu.
7. Test the new display option, as follows:
a. Open the Incident Management Queue and view an incident record. The Close button should
appear.
b. Open a new client as an operator who does not have the capability word defined in his or her
operator record.
c. Go to the Incident Management Queue and view the same record as you did above. The Close
button should not appear for the operator whose record did not contain the capability word.
Enable the Merge Conflicted Updates function for
customized user operations
Applies to User Roles:
System Administrator
The Merge Conflicted Updates feature is out-of-box for HP Service Manager 9.41 default user
operations. However, to apply the Merge Conflicted Updates function to a record with customized
operations, you need to tailor your customized operations first.
The following example describes how to enable the Merge Conflicted Updates function for all operations
on Service Desk. In this example, you need to:
1. Enable manual merge operation for Service Desk.
2. Enable auto merge operation for all operations.
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Task 1: Add a display option for the Merge Conflicted Updates function
1. Click Tailoring > Tailoring Tools > Display Options.
2. As listed in the table below, fill in the required fields to add the display option:
Field
Value
Screen ID
The display screen you are using to display Service Desk records. For example,
cc.edit.incident.
Unique ID
cc.edit.incident_merge
Action
merge
GUI option
Unused number under the display screen. For example, 5.
Text option
Unused number under the display screen. For example, 5.
Bank
1
Balloon Help
Merge
Default Label
Merge
Text
Alternative
Merge
Condition
updatestatus($L.file)=$G.RC.MODIFIED and gui() and $L.mode~#"add"
3. Click Add.
Task 2: Add process call in the State record of a Service Desk Object.
1. Click Tailoring > Document Engine > States.
2. Search for the state that you use to view a Service Desk record. For example, sm.view.
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3. As listed in the table below, add the values to the last line of the Non-base methods table:
Column
Value
Display Action
merge
Process Name
record.update.conflicts
Condition
true
4. Click Save.
By completing the first two tasks, you have enabled the manual merge function for Service Desk. If the
record being updated has been modified since being read, the Merge button appears on the option
toolbar.
Task 3: Enable auto merge operation for all operations.
1. Click Tailoring > Tailoring Tools > Display Screens.
2. Search for the sd.view record.
3. On the Javascript tab, append the following code in the text box:
var mergeResult = lib.recordUpdateConflicts.autoMerge();
4. Click Save.
By completing the third task, you enable the auto merge function for all operations. If there are
conflicted updates of the same field, the auto merge process does not merge this record. Instead, you
must perform a manual merge operation.
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Advanced functions
The system permits control of user interaction with the following utilities:
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Service Manager macros — invoke to do things like sending an email to a specific address when a
specified event occurs.
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Publish and subscribe — display static or dynamic labels, marquees, and charts.
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Scripting — collect data by prompting users to enter specific information into their forms.
Service Manager macros
Service Manager macros are discrete units of work a System Administrator invokes to do things like
sending email to a specific address. These macros are more similar to Microsoft Access macros than to
Microsoft Word macros, which simply record and play back keystrokes.
Macros are distinct actions, driven by predefined conditions, that execute when a record is saved in the
database. Macro actions are associated with files and reflect certain states in the records of those files.
If a macro’s condition evaluates to true when a record is saved, the macro’s action executes. A typical
condition is priority.code in $L.new= “1”, causing that macro’s action to execute when a saved
incident record has a priority code of 1.
As a Service Manager System Administrator, you can create macros to run processes automatically
when specified events occur. For example, you can create a macro to send an email to a manager when
an incident record hits a deadline alert.
Macro conditions
Macro conditions are expressions written in Service Manager Rapid Application Development (RAD)
syntax that evaluate at run time. If the expression evaluates to true, the macro executes. If the
expression does not evaluate to true, the macro cannot proceed.
A macro’s condition can be very simple. For example, true or tod()< = ‘17:00:00’>. Macro conditions often
include a check against the record being saved. For example, a macro condition can be expressed for an
action or group of actions when a specific set of incident records is saved.
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The record currently being saved is identified to macro conditions as $L.new. This variable can be used
as $file in Format Control expressions. Macro expressions also have $L.old available. This represents the
state of the record before it was altered. All the following expressions are valid:
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priority.code in $L.new=“1”
Executes whenever a priority 1 record is saved.
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assignment in $L.new~=assignment in $L.old
Executes whenever the assignment group changes.
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tod() <= ‘17:00:00’
Executes whenever a record is saved before 5:00 PM.
The variable $L.message can create evaluating expressions that gather certain information about
incident records. This data is then sent as a message to specific users or groups defined in the Macro
Parameters form. The $L.message is expressed as an array, using the following syntax:
$L.message={"Incident#" +number in $L.new, brief.description in $L.new}
The result is an array of the Incident ID and Incident Title in the record being saved ($L.new). The
message might look like this:
Incident # IM1012
Phone is going dead intermittently.
Accessing macro records
You can access macros from either of the following locations:
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Click Tailoring > Tailoring Tools > Macros.
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Incident Management Security Files.
Warning: Do not edit macros through the Database Manager. Certain processing does not occur and
your edits may not be saved.
You can select individual macro records from a list or search for groups of related macros. For example,
those associated with probsummary.
Note: You need System Administrator privileges to run the macro editor.
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Access a macro record
1. Click Tailoring > Tailoring Tools > Macros.
The list of available macros opens. This is the access point for all your macro activities. You must
go through this form to add, edit, or delete macro records.
The macro list form displays the results of macro queries. Option buttons in this form provide
controls for viewing and processing macros.
2. Use the following procedure to open an individual record:
a. Highlight an item in the list.
b. Click Edit.
3. Use the following procedure to display a list of related records:
a. Click Search.
The macro search form opens.
b. Add optional search criteria in any field. For example:
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ID — the number identifying the macro. The system assigns this number.
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Filename — the Service Manager file associated with the macros.
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Name — the unique name of the macro.
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Type — the macro type for the macro(s) that you are searching.
c. Click OK.
The system opens the macro list form, showing all the macros matching your search criteria.
d. Select a macro record to edit.
You can edit existing macros and create new ones. You can also select macro types and set
conditions for their execution.
The values selected in this form determine which fields show in the parameter form.
4. If you make any changes, click OK.
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Create a macro
When creating a macro, you must name and define the conditions of the macro before setting the
parameters for its execution.
1. Click Tailoring > Tailoring Tools > Macros.
2. Click Add.
3. In the Macro Name field, type a name for the new macro.
4. In the Applies When field, select an event option from the list indicating when you want the macro
to execute.
For example, select Incidents are Saved.
5. In the Macro Type field, select an action you want the macro to execute. Options include mailing,
starting and stopping clocks, executing a RAD function, or evaluating an expression.
6. Type a Macro Condition that triggers the macro to execute. When this condition evaluates to true,
Service Manager executes what is defined in the Macro Type field.
For example, you can notify a specific person when a new incident record is set to priority 1. The
condition would look like this: priority in $L.new=“1”.
7. Click Set Parameters to establish the parameters for this macro.
Note: The available fields in this form vary, depending on the value in the Macro Type field in the
edit form for your new macro.
8. Provide additional information where needed. For example, Construct Message By.
9. Click Save.
The macro edit form opens.
10. Click OK.
The macro record saves and you are returned to the macro list form. Updating a macro record
uses the same edit forms as the creating process.
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11. Click Search from the macro list form to refresh the list of macros.
12. Click OK in the search dialog box.
Definitions for macro forms
Macros are distinct actions, driven by predefined conditions that execute when a record is saved in the
database. Definitions for macro forms are as follows:
l
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Macro list form
o
Column headers
o
Option buttons
Macro editor
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Fields
For more information on links to the definition tables, see the related topics.
Macro list form definition
Column Label Database field name Description
Id
id
A unique number assigned to the macro to identify it.
Filename
filename
The Service Manager file that the macro is attached to. For
example, problem or device.
Name
name
The name you give the macro.
Type
type
The type of action the macro takes when activated.
Button label Description
Add
Opens a blank macro editor form for adding a new macro.
Edit
Accesses the macro editor to change the selected macro record.
Delete
Deletes the selected macro record.
Warning: When you delete a record, no warning is given and the record is simply
deleted.
Search
Accesses a query form.
Clear Filter
Removes the current filter used for searching the macros and returns the list to its
previous state.
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Button label Description
Back
Returns to the previous process.
Macro editor definition
Field label
Database field name Description
Macro name
name
System administrator creates unique name for this macro.
Applies When
filename
Predefined event option for execution of this macro.
Select an event from the drop-down list. For example,
when a change request is saved.
Macro Type
type
Predefined macro type for this macro.
Macro Condition condition
Define a condition for when this macro should execute. For
example, when a priority 1 incident record is opened, email
the members of an assignment group.
Macros provided with Service Manager
Macro Action
Description
Call A RAD Routine *
Executes a user-specified RAD routine and passes its parameters every
time it executes.
Warning: Macros do not work properly when calling a RAD application
involving user interaction. For example, fill.recurse or validate.fields.
Continue to use Format Control to call these types of applications.
Evaluate Expressions
Executes a number of user-defined expressions whenever it fires.
Get a Sequential
Number
Fetches the next available sequential number of a specific class and
stores it in a field in a file.
Mail 1 Person
Sends e-mail to one person only. This person can be defined as an
operator, a contact, or a simple “raw” email address.
Mail a Change Request
to 1 Person
Sends e-mail of a change request to one person only. This person can be
defined as an operator, a contact, or a simple “raw” email address.
Mail a Change Request
to a Message Group
Sends e-mail of a change request to all the members of a Change
Management Message Group.
Mail a Change Request
to Many People
Sends an e-mail of a change request to an arbitrarily defined list of
people. These people can be defined as operators, contacts, or “raw”
phone numbers.
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Macro Action
Description
Mail a Change Task to
1 Person
Sends e-mail of a change task to one person only. This person can be
defined as an operator, a contact, or a simple “raw” email address.
Mail a Change Task to
Many People
Sends an e-mail of a change task to an arbitrarily defined list of people.
These people can be defined as operators, contacts, or “raw” phone
numbers.
Mail 1 Assignment
Group
Sends e-mail to an entire assignment group.
Mail Many People
Sends e-mail to an arbitrarily defined list of people. These people can be
defined as operators, contacts, or “raw” email addresses.
Mail an Incident Ticket
to 1 Person
Mails an incident record to one person. This person can be defined as an
operator, a contact, or a simple “raw” email address.
Mail an Incident Ticket
to an Assignment
Group
Mails an incident record to all the members of an assignment group.
Mail an Incident Ticket
to Many People
Mails an incident record to an arbitrarily defined list of people. These
people can be defined as operators, contacts, or “raw” email addresses.
Mail an Incident Ticket
to a Change
Management Message
Group
Mails an incident record to all the members of a Change Management
Message Group.
Mail a Task to a
Message Group
Mails a change task to all the members of a Change Management
Message Group.
SC Mail 1 Person
Sends Service Manager mail to one person only. This person can be
defined as an operator, a contact, or a simple “raw” phone number
SC Mail an Incident
Ticket to Many People
Sends an incident record to an arbitrarily defined list of people with
Service Manager mail. These people can be defined as operators,
contacts, or “raw” email addresses.
SC Mail an Incident
Ticket to a Change
Management Message
Group
Sends an incident record to all the members of a Change Management
Message Group with Service Manager mail.
SC Mail Many People
Sends Service Manager mail to an arbitrarily defined list of people. These
people can be defined as operators, contacts, or “raw” phone numbers.
Start a Clock
Starts a specified clock.
Stop a Clock
Stops a specified clock
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Publish and subscribe
You can present virtually any data generated by Service Manager to users. End users, from first level
support personnel to administrators, need current, updated information about changing conditions
across the system. Publish and Subscribe allows a system administrator to select pertinent data and
present it to user groups in a visual format.
Publish and Subscribe saves system resources by eliminating the need for individual users to query the
system every time they want an update. Desired system data is gathered by automatic background
processes at prescribed intervals and published to subscriber groups.
Display objects subscribing to Service Manager data are automatically updated with current information
in intervals defined by the System Administrator. Rapidly changing features and slowly developing
trends can be expressed with the same process.
Forms created for specific user groups (for example, Change Management personnel or Incident
Management administrators) provide the end user with dynamic system data that requires no user
interaction to extract data. The System Administrator chooses the data to be published and defines
display attributes, such as chart values, marquee messages, and color.
Publish and subscribe workflow
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Information is published in Service Manager when system data is associated with selected variables
and stored in SYSPUB ( Service Manager’s publishing house). The System Administrator designates
what information stored here is available to subscribers.
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Forms designed by the System Administrator for user groups that subscribe to the data by using
published variables to populate display objects, such as charts and marquees.
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Charts display data in bar graph formats. For example, record activity for different categories,
assignment groups, time periods, and priorities. Charts can be added to a form and updated
automatically at scheduled intervals; colors can be set to reflect priorities; and button bars can be
added to provide drill-down capabilities for viewing underlying data, such as individual records within
categories.
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Marquees display messages in horizontal, scrolling banners on a user’s screen. This is an effective
method of keeping users informed of the status of the system. Marquees are added to a form in
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Forms Designer and set by variables to subscribe to a particular message. They may be updated
automatically at scheduled intervals.
Static messages
Simple static messages and marquees can be published to any form in Service Manager. For example,
you may want to attach a static message to a menu advising a certain user group of the average time
for resolution of an open record. The text of a static message does not change until it is republished in
Service Manager. This is the simplest method of publishing and subscribing.
Publish the static message
1. Click System Administration > Base System Configuration > Publishing Utilities > Publish
Messages.
2. Type the name of the variable from the Input field of the Forms properties Box ($SYSPUB.xxx) and
the text of your message in the field provided. In this case, type: The average time for the
resolution of an incident record is 8 hours.
3. Click OK to publish your message to the Service Manager publishing house.
The following message appears in the status bar:
Your message has been published
Important: You cannot delete SYSPUB messages. You must edit the label property on the form you
modified in order to remove the message.
Modify the form for static messages
This process publishes a non-updating, text message to a user’s form. The message remains unchanged
until you edit it manually.
1. Click Tailoring > Forms Designer.
2. Type the name of the form (menu.gui.pm) in the Form field of the Forms Designer dialogue box,
and then click Search.
The Incident Management menu opens.
3. Click Design to open the Properties Box and the Tool Palette.
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4. Use the Label tool to add a new label to the form. Ensure that the length of the label field is long
enough to accommodate your message.
5. In the Properties Box, erase Caption. Ensure this field is blank.
6. Set Input to $SYSPUB.xxx, where xxx is your initials. The Label field is an empty box outlined with a
dotted line in the Design mode.
7. Click OK to save your changes. The label field is invisible in this mode.
Modify the form for a simple marquee
This process publishes a non-updating marquee to a user’s form. The marquee message remains
unchanged until you edit it manually.
1. Click Tailoring > Forms Designer.
2. Type the name of the form (menu.gui.pm) in the Form field of the Forms Designer dialogue box.
3. Click Design to open the Properties Box and the Tool Palette.
4. Add a marquee to the form with the marquee tool.
5. In the Properties Box, erase Caption. Ensure that this field is blank.
6. Set Input to $MARQUEE.xxx, where xxx is your initials. The Label field appears as an empty box
outlined with a dotted line in the Design mode.
7. Click OK to save your changes.
Publish the marquee
1. Click System Administration > Base System Configuration > Publishing Utilities > Modify
Marquees.
2. Type the variable from the Input field of the Forms properties Box ($MARQUEE.xxx) in the Name
field.
3. Select a display color from the drop-down list in the Color field.
4. Type in the text of your message in the Text field. For example: The average time for the resolution
of an incident record is 8 hours.
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5. Click Add to add your marquee to the Marquee Table. The marquee is published by the marquee
background agent.
Service Manager automatically adds the date and time of day to the Update Time field.
The following message is displayed in the status bar: Record added to the marquee file.
6. Return to the system administrator’s home menu.
7. Click Incident Management to check the marquee you created.
Important: You may have to wait a minute until the background agent publishes the data.
Stored queries for management view publishing
Stored queries define the search parameters for data acquisition. The agents responsible for updating
messages must query the database and report back with the current information. To publish a message
that monitors alert status or counts records of a certain priority, queries must be created and stored.
The easiest method to generate a stored query is to select the information you want using normal
search methods, and then open the Advanced Search window and store your query directly. By following
these steps you can ensure that the query is optimized for best performance.
Select the queries you want to use for your published message from the stored query list.
Agent records for publishing
Agents are special background processes used to perform certain tasks for the user. In the case of
Publish and Subscribe, they count information in your database, such as the number of open incident
records in a specified alert status, or the number of records assigned to a certain group. Agent Records
are the resources used by these background processes to reference stored queries, define messages
and colors, and select display options. These records are published to the Service Manager publishing
house and used by agents to update a subscriber’s charts and marquees.
Create an agent record for publishing
1. Click System Administration > Base System Configuration > Publishing Utilities > Define Agents.
2. Click Search to open the agent records list in your database.
3. Select pm.category from the record list. This agent publishes records by category.
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4. Select pm.priority to open the agent record for publishing priority status reports.
5. Refer to the field help if you have any questions about the main tab fields.
6. Click Save to save your changes.
Scheduling background processes for publishing
A schedule record is required for every agent that runs in Service Manager. In order for a subscriber to
receive dynamic data, an agent background processor must be running to process agent records.
Publish and Subscribe requires two background agents, marquee and agent, to be running in order to
display data in marquees or charts.
These background agents are set to read records at specified intervals.
There are two methods for running these agents:
l
Register them at startup.
l
Start and stop them during a session from the system.status.list form.
Establish the publishing interval in the schedule file
1. Click System Administration > Base System Configuration > Publishing Utilities > Modify
Schedule.
2. From the record list, select a record for the type of display object you want to create. For example,
select Agent-Priority, which retrieves priority status data.
Tip: The entry in the Query field in the Description tab must relate to the agent record. For
example, the Agent-Priority record's query entry is pm.pri.1.
3. Reset the counter in the Repeat Interval structure to the desired update interval.
4. Click Save.
Load agents into the startup record for my system
1. Click System Administration > Ongoing Maintenance > System > Startup Information.
2. Type startup in the Type field, and then click Search.
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3. Using the scroll bar in the Processor Information structure and looking at the Name field for each
process, make sure the agent and marquee names are listed here.
Note: To run at startup, agent and marquee must be listed.
4. If necessary, you can edit the Wakeup Interval in which the agent background process reads the
records.
Note: The startup registry functions separately from the registry for individual agents. To change the
settings for an agent, be sure to change both records.
Important: Background processes must be started from the server.
Start background processes
Agent background processes can be started from the System Status form (system.status.list.g).
1. Click the System Status button in the system administrator’s home menu.
The System Status form opens, listing all current background processing agents.
2. Click Start Scheduler to open a list of background processes to start.
A list of all the available processes opens.
3. Double-click on the agent you want to start.
Note: Click startup to start all agent background processes.
Stop background processes
Agent background processes can be stopped from the System Status form (system.status.list.g).
1. Click the System Status button in the System Administrator's home menu.
The System Status form opens, listing all current background processing agents.
2. Type S in the Command field beside the process.
3. Click Execute Commands. The Background Scheduler Status form opens.
4. Click Stop schd. The Schedule Stop window opens.
5. In the Schedule Stop Time field, type the date and time you want the background process to stop.
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6. Select one of the following options:
o
Click Schedule to stop the process.
o
Click Cancel to return to the system status form without stopping the process.
o
Click Menu to return to the System Administrator’s home menu without stopping the process.
Define which system processes manage message traffic
Applies to User Roles:
System Administrator
To define which system processes manage message traffic:
1. Click System Administration > Base System Configuration > Miscellaneous > System Information
Record.
2. Click the Message Processors tab.
3. In the Processor Name field, type the names of the background or scheduler processes that are to
manage message traffic. The processor name must match the class name specified for the
message class processor.
4. Click Save.
5. Start the message processors.
HP Service Manager rotates messages among all the processes you define. If you do not define any
message processors, then Service Manager uses the problem processor to manage all message traffic.
Marquee processor
If you have selected the Add marquee to table function in the agent record, your marquees are not
published immediately, but are added to the marquee table. To publish them from the table, you must
schedule a publishing interval with the marquee processor.
Establish the publishing interval in the marquee processor
1. Click System Administration > Base System Configuration > Publishing Utilities > Modify
Schedule.
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2. Select Marquee processor from the record list.
3. Schedule the time interval for publishing your marquee in the Repeat Interval structure.
4. Click Save to save the record. The following message is displayed in the status bar: Record updated
in the schedule file.
Schedule file
Once you have created your Agent Record, you must schedule it to be run by the background agent. The
Schedule File enables you to establish the interval in which your background processing agents refresh
your charts and marquees.
Subscribing
Subscribing to Management View data published in Service Manager requires the use of display objects
whose fields are identified by selected variables. These variables, stored in Service Manager’s publishing
house (SYSPUB), return the data published by the Agent Record.
View published data
There are several ways in which to view published data:
l
Startup screens for user groups: Startup screens are created with each user’s system rights in
mind. Custom menus with automatically-updating display objects provide end users with applicable
system tools.
l
Display objects added to another form: Existing forms and menus can be modified to display Basic
or Management View data.
l
Button access to a custom form: Add a button in any Service Manager form to access a custom
form containing automatically-updating display objects.
Publishing in the RAD environment
The following is a list of Rapid Application Development (RAD) routines that you can call from Format
Control to display Publish and Subscribe messages:
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l
publish
l
marquee.publish
l
marquee.send
Scripting
Rapid Application Development (RAD) code controls the screen flow within Service Manager applications.
Scripting enables you to interrupt the normal screen flow to display a series of forms or execute
decision-tree processing without modifying the original RAD code. Scripting does not affect the RAD
screen flow.
When scripting is useful
Scripting is useful for any process that requires an operator to supply prerequisite information. For
example, during the incident determination cycle you can create a script flow for operator-entered
data. Based on how a caller replies to questions regarding the incident, your script determines which
screen the operator sees next. While the script is executing, the operator-entered data is accumulated
in a file variable which is returned to the calling application when the script is complete.
When a script displays a form
During execution when a script displays a form, it has the look and feel of a customized RAD application
and can be used in place of most RAD routines designed to gather data from a caller. Each script can
display a standard form and execute its Format Control record. The instructions in the Format Control
record where there is a condition on "display" that evaluates to true will be executed before the form
opens, and the instructions where there is a condition on "add" that evaluates to true will be executed
after the user clicks OK. If a Format Control definition fails (an error condition is detected), the user
returns to the last script form.
When multiple complex decisions must be made
Scripting is also beneficial when multiple complex decisions must be made in order to reach a
conclusion. For example, Change Management approval requirement conditions are normally based on
the data contents of one field in the change record. Such a condition might be expressed as
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header,risk.assessment in $cm3r>4. However, there may be circumstances where the approval
requirement condition is based on the values of several different fields. For instance, there may be
three fields that affect the approval requirements: division, area, and department. Hard coding all the
possible combinations of these field values into condition statements in RAD involves a great amount of
work and would be nearly impossible to maintain. You can define these conditions in scripting records
which do not display forms but that allow you to call a RAD subroutine or execute standard Service
Manager processing statements (similar to Format Control calculation statements). These options allow
for the manipulation of record data. At run time, the script is a decision-tree which results in significant
processing reductions over the original method of RAD coding.
Scripts
A script is a series of instructions run from an option. These may include a progression of screens,
requesting information or user-specific responses, or instructions to perform certain computations
with existing record data. Since the script call is set up and performed at the displayoptions application
level, it does not need to be hard-coded into the RAD of the application. This allows for easier
maintenance and modification.
Script display calls often employ the script.execute application, specifying the progression of forms to
appear for the user. An example of this form of display call is seen in Service Manager Request
Management, where the New button option forces the user through a script at open time. The script
calls a preliminary information screen which requests certain data that is later populated into a new
Request Management record. The screen displayed serves as an organized and user-specific entrance
point into the application.
Script forms
You can create unique displayoptions for your script forms which are unrelated to those appearing in
the application that executes the script. Changes to the RAD code are unnecessary when creating
displayscreen records for this purpose; the appropriate variables have been hard coded into the
script.execute application and need only be applied correctly.
Format variable
The format variable for script.execute is $L.script.format and is hard coded into the RAD layer of the
application. Enter this variable into the Format field of any displayscreen record to bind its options to
multiple script forms. This local variable is bound to the display form you entered in the Format field on
the script definition record.
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To apply unique options to a single form in a script, name the form in the Format field of the
displayscreen record rather than use the local variable.
Display actions
Actions for displayoptions in scripts are defined on a decision panel in the RAD code of the
script.execute application. Unless you possess a RAD license and are capable of programming in RAD,
you are limited to the following, hard coded actions:
l
do nothing
l
back
l
close
l
more
l
redraw
Script flow
Script flow defines the order in which script panels execute. Scripts can move in a straight line from
start to finish, or branch into several possible processing flows.
Condition statements that must evaluate to true before certain scripts can execute, control more
complex script flows. If none of the specified conditions evaluates to true, the script flow is considered
complete, and control passes back to the calling application.
Scripting processing flow
Each script can execute a Service Manager form, display options, a RAD subroutine, and condition
statements. Note that each script can use all of these options. The sequence of this processing is:
1. Execute any display Format Control processing associated with the script’s form.
2. Display the script form.
3. Execute any add Format Control processing associated with the script’s form.
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4. Execute statements defined in the script.
5. Execute the RAD application defined in the script.
Diagramming the script flow
Develop a map of the entire flow showing the name of the form (if any) displayed by each panel and the
conditions controlling the flow from panel to panel. Follow the map throughout the scripting process to
avoid simple errors that could prevent your script from executing properly.
The first panel of this script provides an incident record number for your incident. The second panel
displays a form requesting category and asset information. Depending upon the category selected, the
third panel displays a category-specific form before exiting back into the common flow. Successive
forms gather the remainder of the information needed to open the record: assignments, details,
service agreements, and contacts. When the script exits, the new record containing all the data you
accumulate opens and is added to the database.
Notice that the two conditional script panels for the hw.desktop and hw.mainframe categories display
the same form. You can write a single condition statement to include all the categories using that form.
Using fill boxes in script forms
For a Fill box to function properly on a script form, you must create the following additional records:
l
Link record: Select Link from the Options menu in Forms Designer and establish a link between the
field in your script form and the field in the source file.
l
Format Control record: Select Format Control from the Options menu in Forms Designer and add a
Format Control record granting Fill privileges.
l
Displayscreen record: The displayscreen controls the options that are displayed with a form. Create
a displayscreen record in which you define displayoptions for your script forms, including a Fill
button. Enter the Screen ID of your new record in the Display Screen field of each script definition
that displays a form in which a Fill box appears. You can create unique displayscreen records for
each form in the script flow or associate a single record with all the forms.
Note: You can use a combination of displayscreen records and Format Control to activate Fill buttons in
your script.
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Displayscreen record options
If you create a displayscreen record and want to bind its options to more than one script form, you must
enter the local variable $L.script.format in the Format field of the displayscreen record. This variable is
hard coded into the script.execute application.
Defining displayoptions for script forms
When defining displayoptions for your script forms, refer to the following list of possible actions that
are hard coded into the script.execute application. Your choice of options in the Action field is limited to
the values in this list:
l
ok
l
back
l
cancel
l
skip
l
views
l
extend
l
find
l
fill
l
validatefield
l
redraw
l
re draw
l
closeapplication
Note: Use the ok action when defining a Continue option.
Executing scripts
After you have created your forms and the script definitions to display them, you must decide how you
want to execute the script. You have several choices:
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l
Incident Management (using profile records)
l
Display option (from within an application)
l
Format Control
l
Stored query
Access the scripts file
You can access the scripts file using one of the following methods:
l
Menu button
l
Database Manager
Executing a script from Incident Management
Profile records within Incident Management allow you to specify the script to execute when a user
opens a new incident record. You can design a script that displays forms containing only those fields
necessary for recording the particulars of an incident. For example, if the technician taking the call
selects hw.network as the incident category, a condition statement in the script exits to a panel that
displays a network hardware related form. When the script finishes, the record carrying all the
necessary information is created and the technician is ready to work on another issue.
Executing a script from displayoption
Use a displayoption to create a button, the Options menu and the Context menu selections on a Service
Manager form from which to execute your script. For information on the Display application, see the
related topics.
Executing a script from Format Control
Scripting can be called from the routines process of Format Control. It is important to place the script
call as the last item on the routine call list when executing a script from Format Control.
Executing a script from a stored query
A script executed from a stored query searches for records by allowing the user to select precise search
parameters. The Service Manager standard system contains an inactive script that can execute from a
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stored query to display a list of key words relating to previous incidents. The stored query then uses the
key word selected to search for similar incidents.
This stored query runs from an open incident record using either Format Control or a displayoption
(Screen ID: apm.edit.problem). In this example, a displayoption has been created that adds an option
called Probable Cause to the More Actions menu of an open incident record. This option runs the stored
query called probcause.user.
The stored query, probcause.user, executes the script called probcause.user.1.
The script probcause.user.1 has a single panel that displays the probcause.user.1 form. The condition
for exit (null($key.words)) requires the user to choose a key word before allowing the script to exit.
Important: Scripts executed from stored queries typically set values into the same fields used by the
query to retrieve records. In this example, the common field is key.words.
The script is executed before the form from the query (probable.cause.user) opens. The form opened by
the script is called probcause.user.1 and supplies the query form with a key word for searching.
When the user selects a key word and clicks OK, the script exits. The stored query then uses the key
word to search the probcause file for matching entries. If more than one match is found, the system
displays a record list of possible causes for your incident.
Click a selection to view the details with the probable.cause.user form. When you have finished viewing
all the choices, click Cancel to return to the incident record.
Script reports
Script reports display the entire flow with different views. You can view the entire flow or just a part of
it. You can display and print the details of each panel for comparison or troubleshooting. There are
three script reports you can print:
l
Script Flow — generates a summary report of all possible script flow paths based on the assumption
that the currently displayed script panel is the starting point of the flow. This report enables you to
isolate each separate branch within the script.
l
Script Detail — lists all the fields in the script definition record and the values you have entered for
the currently displayed script panel.
l
Script Tree — generates a summary report showing the logical flow of the script panels in an outline
form. The currently displayed script panel is used as the starting point. This report enables you to
see the relationships of panels to one another at a glance.
Each report has the same header and prints in the default printer font.
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Access a script record from a menu
1. Click Tailoring > Scripts.
2. Click Search.
A record list of scripts opens.
3. Select the target record.
Access a script record from the Database Manager
Accessing scripting from the Database Manager gives you additional options for manipulating the data.
For example, you can perform a mass update to change the cluster name for each panel in your script
flow or you can unload selected records to an external file.
1. Click Tailoring > Database Manager.
2. Type scripts in the Form field, and then click Search.
3. Click Search again.
A record list of existing script records opens.
4. Select the target record.
5. Make any necessary changes, and then click Save to save your changes.
Create a script
Rapid Application Development (RAD) code controls the screen flow within Service Manager applications.
Scripting enables you to interrupt the normal screen flow to display a series of forms or execute
decision-tree processing without modifying the original RAD code. Scripting does not affect the
RAD screen flow. To learn more about scripting, see Scripting.
To create a script:
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1. Design and diagram the script flow showing the names of all script panels and forms. For
information, see Diagramming the script flow, Script reports, and Define the scripts.
2. If your script requires special forms, create them using the Forms Designer utility. Be sure to follow
the naming conventions defined in your map. Create any support links and Format Control that are
necessary for your forms. See the Tailoring Best Practices Guide for aids in creating forms.
3. Create the script definition records. For information, see Define the scripts, Using fill boxes in
script forms, and Script forms.
4. Add your script to the Service Manager application, Format Control record, or stored query record
that will execute it. See Executing scripts.
Note: If you include expressions in your script, take care to use good naming conventions to ensure
unique names for any local variables you define. This helps you to avoid potential naming conflicts and
achieve desired tailoring results.
Define the scripts
After diagramming the flow, the next step is to create each panel in the script flow. Make sure to follow
the naming conventions for scripts and forms you have established in your script map.
1. Access a blank script definition record. For more information, see"Executing scripts" on page 385.
2. Complete the definition for the first script in your flow.
For example, enter the following values:
Field
Value
Name
pm.number
Start
true
Parameter Values/Conditions
Application getnumb.fc
Name
record
prompt
text
name
string1
$script
number
string
Incident Management
PM
Next Script
pm.open.1
true
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Note: The value for Start is true, indicating that this is the first panel in the script flow.
This panel associates a properly incremented incident record number with the data you are going
to accumulate from the caller. This panel calls a RAD application only and does not display a form.
3. Click New to add your panel to the scripts database.
4. Click Back to return to a blank script definition form.
5. Complete the definition for the second script in your flow.
In this example, we would enter the following values:
Field
Value
Name
pm.number
Format
pm.select.category
Skip Display
false
Parameter Values/Conditions
Bypass Cond false
Next Script
pm.hw1
pm.hw2
category in $script="hw.desktop" or
category in $script="hw.mainframe"
category in $script="hw.network"
6. Click New to add your panel to the scripts database.
7. Create the remainder of the script definitions in your flow.
In this example, we must create specific definitions for each category (pm.hw1 and pm.hw2) as well as
the remainder of the scripts in the common flow (pm.open.2 through pm.open.5). Make sure that each
panel except the last panel in the flow has the name of the next panel to execute in the Next Script
field.
In this example, panel pm.open.5 displays a form and calls the RAD application apm.edit.problem. This
application displays any information you have gathered in an incident record and enables you to
abandon the incident or add it to the database.
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Define an initial script in an Incident Management profile
record
1. Click System Administration > Ongoing Maintenance > Profiles > Incident Management Profiles.
2. Click Search. A list of Incident Management profile records opens.
3. Select a profile record.
4. Select the Forms tab.
5. Select Initial Script and enter the name of the first panel of your script in the adjacent field.
6. Click Save to save your changes.
Execute a script from a displayoption
1. Determine the screen ID of the form for which you want to define the option.
2. Open a blank displayoption record using one of these methods:
o
Type do in the command line and press Enter.
o
Type displayoption in the Form field of the Database Manager dialog box.
o
Click Tailoring > Tailoring Tools > Display Options.
3. In the Screen ID field, type the screen ID for the form.
4. Click Search.
The displayoption records for that form are listed.
5. Scan the list of options to determine an available number for your new option.
Remember: Option numbers < 200 appear as buttons in the toolbar, and option numbers > 200
appear as Options menu items.
6. Create the record from scratch or modify an existing record.
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7. Type script.execute in the RAD Application field and enter the following values:
Name Value
file
$L.filed
name
Name of the first script panel in the flow
8. Click Add.
Execute a script from Format Control
1. Click Tailoring > Format Control.
2. In the Name field, type the name of the Format Control record you want to edit. For example, type
apm.quick.
3. Click Search.
4. Click Subroutines, or click Subroutines from the Options menu.
5. In the Application Name field, type script.execute and enter the following values:
Name Value
file
$file
name
Name of the first script panel in the flow
6. In the Before field, type true or type an expression for a condition that evaluates to true to
execute the script before any other processing takes place.
7. In the Dis field (Display field), type true or type an expression for a condition that evaluates to true
to execute the script before apm.quick opens.
8. Click Save to save your changes.
9. Click OK.
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Delete a script
You can delete script panels and the related forms manually or allow the system to delete all the
elements of a script flow automatically.
1. Select the first script in the flow. To access scripts, see"Executing scripts" on page 385.
Note: If you select any other script panel in the flow, you may be given a partial listing only. Partial
lists stop at any script panel in the flow whose display is controlled by a conditional statement. This
feature enables you to isolate a single conditional branch of a script flow for deletion.
2. Click Delete.
A confirmation prompt opens asking if you want to delete the related forms as well.
3. Select the Delete associated forms checkbox if you want to automatically delete all related
forms.
4. Click Delete.
All the script panels in the flow and all the associated forms are listed. Scripts or forms used
elsewhere in the system are not listed.
5. Click Delete to delete all the items listed in the form.
If the deletion procedure is successful, the following message displays in the status bar: The
Script/Format delete process is complete. Check for error messages.
6. Click Cancel to exit the delete routine and return to the last form.
Print a report on a script
1. Access a script definition record. For more information, see "Executing scripts" on page 385.
You can report on any script panel in the flow. If you want to view the entire flow, run the report
from the first panel.
2. Click File >Print or the Print icon.
A prompt asks you to select a report type.
3. Select one of the radio buttons.
4. Click Print.
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Service Manager Web tier
The Service Manager Web tier is an optional component that allows users to connect to the Service
Manager server through a Web browser. The Web tier requires a Web application server and a free
communications port to install. For more installation information, see the " Interactive Installation
Guide" (on page 1).
When users connect to the Web tier they see the Web client, which offers several different interface
views:
Web
client
view
Power
user view
Description
URL to Web
client view
This Web client view most closely matches the Windows client and is
intended for Service Desk technicians, managers, and administrators.
This view can provide access to all licensed modules, such as Service
Desk, Incident Management, Problem Management, Configuration
Management, Change Management, Request Management, etc.
http://server_
name:port_
number/app_
name
/index.do
Accessible This Web client view is a modified version of the power user view with
view
record list mode turned off, high contrast colors, and larger fonts. This
view is intended for Service Desk technicians, managers, and
administrators who need accessibility features.
SelfService
view
http://server_
name:port_
number/app_
name
/accessible.do
This Web client view provides a simplified Service Desk interface for
http://server_
users to create, view, and update service requests. This view is intended name:port_
for end-users as an entry point to Service Desk.
number/app_
name/ess.do
Accessible This Web client view is a modified version of the self-service user view
selfwith high contrast colors and larger fonts. This view is intended for endservice
users who need accessibility features.
view
http://server_
name:port_
number/app_
name
/accessible_
ess.do
Administrators can configure the behavior of the Web tier and set Web client preferences from the
web.xml file. In addition, administrators may customize the Web client interface by creating custom
style sheets and images.
Note: Do not use the buttons (such as Refresh, Back, and Forward) on your browser toolbar or their
keyboard shortcuts (such as Ctrl+R, Ctrl+Left, and Ctrl+Right) to perform Service Manager actions.
Instead, use the buttons on the Service Manager interface, as described in List and detail toolbars.
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Editing Web client keyboard shortcuts
Key bindings for common operations for the Service Manager Web client are determined by standard
decimal ASCII character codes. ASCII character codes are commonly available on the World Wide Web.
You can change the default settings for the bindings by editing the key_val parameter in the
shortcut.xml file on the Service Manager Web tier server.
Note: Certain third-party browser toolbars trap ALT+<key> for their own use. Be sure to select keys that
will not conflict with those toolbar key mappings.
Example:
To change the messages key from Alt+g to Alt+x, open shortcut.xml and make the following change.
Old
<shortcut ctrl="false" alt="true" key_val="71" key_ref="keyMessages" desc_
ref="Misc.ToggleMsg"/>
New
<shortcut ctrl="false" alt="true" key_val="88" key_ref="keyMessages" desc_
ref="Misc.ToggleMsg"/>
Using the compact layout
The sizes of some user interface (UI) elements in Service Manager 9.41 are bigger than those of version
9.33 or earlier. There is a possibility that the new size may cause certain display issues in your tailored
forms. In this situation, you can use the compact layout of the web client. For more information, see
Web parameter: compactLayout.
Setting web client preferences
You can define global web client preferences from the web configuration file (web.xml). You can find the
web.xml file in the sm/WEB-INF folder of your application server installation. This file contains global
preferences that you can change by editing the file with any text or XML editor. Any changes that you
make to this file must conform to XML syntax requirements. You must have administrative access to
the server operating system in order to set global web client preferences.
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The settings that you define in the web.xml file determine the default client preferences for all web
clients. However, users can override some of these preferences directly from the URL. For more
information about which preferences users can set from the URL, see the comments in the web
configuration file.
Set Web client preferences from the server
You can define global Web client preferences from the Web configuration file (web.xml). This file
contains global preferences that you can change by editing the file with any text or XML editor. Any
changes you make to this file must conform to XML syntax requirements.
The settings you define in the web.xml file determine the default client preferences for all Web clients.
Users can override some preferences however, directly from the URL. See the comments in the web
configuration file for information about which preferences users can set from the URL.
You must have administrative access to the server operating system to use this procedure.
1. Open the web.xml file in a text editor.
This file is located in the sm/WEB-INF folder of your application server installation.
2. Add or edit the preferences in the file.
3. Save the file and restart the Web application server.
All Web clients that log in to the HP Service Manager server use the new client preferences you
defined.
Optimize web client cache control
Applies to User Roles:
System Administrator
You can define the web client cache control from the following control file on the Web tier server:
<webtier>/WEB-INF/classes/application-context.xml. The web tier uses the incoming request URL to
determine whether to apply one of the following cache filtering rules:
l
cacheFilter
l
neverCacheFilter
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When the neverCacheFilter rule applies, the response page or resource will never be cached in the
user's browser. When the cacheFilter rule applies, the user's browser caches the response page or
resource for a period of time specified in the max-age value (in seconds).
The cacheControlProxy bean defines which web resources the cacheFilter and neverCacheFilter rules
apply to. For example, the Web tier uses the cacheFilter rule for any web resources whose path matches
/images/**, and sets the Expires' or 'Cache-Control' HTTP header in the response. The Web tier uses the
neverCacheFilter rule on any web resources whose path matches /**/*.jsp, and sets the corresponding
HTTP header in the response to disable browser caching for the matched resources.
Note: HP recommends that you do not change the default settings in the cacheControlProxy bean.
<bean id="cacheControlProxy" class="org.acegisecurity.util.FilterChainProxy">
<property name="filterInvocationDefinitionSource">
<value>
PATTERN_TYPE_APACHE_ANT
/images/**=cacheFilter
/js/**=cacheFilter
/css/**=cacheFilter
/cwc/images/**=cacheFilter
/cwc/js/**=cacheFilter
/cwc/css/**=cacheFilter
/cwc/tree/**=cacheFilter
/gwt/**=cacheFilter
/gxt/**=cacheFilter
/*.do*=neverCacheFilter
/**/*.jsp=neverCacheFilter
/*.jsp=neverCacheFilter
</value>
</property>
</bean>
As of version 9.32, the directory structure of the Web tier has been modified to reflect the current build
number of the Web tier. These changes were implemented because the SM Web tier is typically updated
every few months. When these updates occur, it is sometimes necessary for users to clear their
browser cache. For enterprise clients that have tens of thousands of users, getting all of those users to
do this requirement is onerous. With this revised implementation, users will no longer need to clear
their browser cache.
HP recommends setting the max-age value to a value not less than 15552000 seconds (6 months) to
better utilize browser cache.
To change the max-age value:
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1. Open the file <webtier>/WEB-INF/classes/application-context.xml in a text editor.
2. In the cacheFilter bean section, set the max-age property to an appropriate value (the default is
1555200 seconds):
<bean id="cacheFilter" class="com.hp.ov.cwc.web.CacheControlFilter">
<property name="headers">
<map>
<entry key="Expires"><value>Sat, 6 May 2017 12:00:00
GMT</value></entry>
<entry key="Cache-Control"><value>public, maxage=1555200</value></entry>
</map>
</property>
</bean>
The cacheFilter bean defines when cached web resources will expire (from the Expires key) or how
long the user's browser will cache web resources (from the max-age value, if any). The max-age
value supersedes the Expires value. For example, if you set the max-age to 1555200 seconds
(default), the user’s browser caches web resources for up to 180 days.
3. Restart the web application server for your change to take effect.
Branding the web client
Applies to User Roles:
System Administrator
The out-of-box HP Service Manager web client includes a preset HP theme, which can be modified to
express your organization's own branding.
As of Service Manager 9.34, you can change your Service Manager logo icons, colors, and font style from
the integrated user interface. You can also perform additional branding implementation options to
change the splash screen, or to replace the images, including all the icons.
The following steps show how to implement web client branding changes.
Note: To perform branding operations, the operator should have SysAdmin capability. To enable
the branding rights for an operator, see "Update the operator records to enable the branding
rights" on the next page.
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1. "Specify the location for the branding files" below
2. "Branding implementation options" on page 401
If you are running on a Service Manager applications version earlier than 9.34, you need to perform
an additional step to set up the branding menu. See "Enable the branding menu in old applications"
on the next page.
3. "Additional branding implementation options" on page 404
Note: Currently, the branding feature does not support JAWS or color settings for the accessible.do
web client.
Update the operator records to enable the branding rights
In order to prevent unintended changes or problems in the web client interface, it is recommended that
the web client branding be performed by an administrator.
To enable the branding rights for an operator, follow these steps:
1. Click System Administration > Ongoing Maintenance > Operators.
2. Type or select optional search criteria.
3. Click Search.
4. Select the operator that you want to update from the record list.
5. Add the SysAdmin capability word to the Execute Capabilities table on the Startup tab.
6. Click Save.
7. Click OK.
This particular operator now has the right to do the branding operations.
Specify the location for the branding files
The branding feature is enabled only when you specify a location to store your branding files. If you do
not do so, when you click Tailoring > Branding, an error message is displayed, which indicates that the
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branding feature is not enabled.
To specify the location for the branding files, follow these steps:
1. Stop the web application server.
2. Specify the folder location in Web parameter: customize-folder.
For example:
<context-param>
<param-name>customize-folder</param-name>
<param-value>C:/customize</param-value>
</context-param>
Tip: To apply the branding settings from one web tier to another, copy the "customize" folder
you created from the source web tier to the target web tier.
3. On the web tier host, create a folder (for example, C:\customize) . This folder is the root folder to
store your branding image files, including your custom image files to replace the original ones and
your branding settings in the branding menu. In this folder, Service Manager saves your color and
font settings in a branding.xml file and custom images in a subfolder named branding-images.
Note: You must have write access to this folder.
4. Restart the web application server.
Enable the branding menu in old applications
Note: In Service Manager 9.34 or later, you only need to set the customize-folder parameter to
enable the branding feature. However, if the version number of your Service Manager applications
is earlier than 9.34, you need to perform this task to set up the branding menu.
To enable the branding menu in Service Manager applications, follow these steps:
1. Click Tailoring > Tailoring Tools > Menus.
2. Type TAILORING in the Menu Name field.
3. Click Search.
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4. Select the TAILORING menu record.
5. Append a row to the table with the values described below, and leave the rest of the columns
empty.
Option#
Description Application
Enter a
sequential
number
Branding
Parameter Parameter
Name
Value
us.launch.internal url
Condition
branding.jsp index("SysAdmin",
$lo.ucapex)>0 and
sysinfo.get
("environment")
~="scguiwswt"
Note: When you add the branding menu item to the applications, you assign a new id for this
item. The new id may cause id conflicts when you upgrade the applications later. HP
recommends that you delete this branding menu item before you upgrade the applications
and add it back manually if you still need it after you upgrade the applications.
6. Save the menu record.
7. Log off Service Manager and then log back in.
8. Click Tailoring > Branding. The branding menu opens.
Branding implementation options
The branding menu provides the following implementation options.
Note: The new settings are applied when you next log in to Service Manager or when the system
restarts.
Tip: If you want to restore the default settings, click Restore Defaults, and then click Save.
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Change the logo icons
The following table describes the format requirements for the logo files.
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Logo name
Description
Format
Favorites Icon
This icon appears in the browser’s address bar, the browser tab title,
and the web client URL bookmark link.
.ico
Note: The MIME type of the logo file should be x-icon and the
browser must be able to display the .ico files.
Main Page
Header logo
This icon appears on the horizontal masthead at the top left corner
of the web client screen.
.jpg,
.gif,
.png
Login and About
Page logo
This icon appears on the Login page and the About information page.
.jpg,
.gif,
.png
To change the logo icons of the Web tier, follow these steps:
a. Log in to the web client.
b. Click Tailoring > Branding.
c. Click Browse to find the logo file and select it.
d. Click Save.
Service Manager saves your images in the <customize-folder>\branding-images subfolder.
l
Change the colors
To change a color of the Web tier, follow these steps:
a. Log in to the web client.
b. Click Tailoring > Branding.
c. Type a desired hex color code in the color value field. A sample color displays after the value
field, which automatically changes according to the hex color code you type.
d. Click Save.
Service Manager saves your changes in the <customize-folder>\branding.xml file.
You can change the following colors.
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Section
Title
Description
Login
Page
Body
The background/foreground color of the login page
Background/Foreground
Button
The background/foreground color of the login button on
Background/Foreground the login page
Button Hover
The background/foreground color of the login button on
Background/Foreground the login page when you hover your mouse over the
button
Footer
The background/foreground color of the footer on the
Background/Foreground login page
Main Page
Header
The background/foreground color of the header on the
Background/Foreground main page
Header Command
The background/foreground color of the command line
Background/Foreground box on the header of the main page
Header Inactive Switch
Button
The color of the inactive switch button on the header of
the main page
Navigation Background/Foreground The background/foreground color of the navigation
accordion on the left side of the applications menu (only
apply to the expanded mode)
Menu Item
The background/foreground color of the navigation menu
Background/Foreground items
Menu Group
The background/foreground color of the navigation menu
Background/Foreground groups
Menu Group Icon
Tab
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The color of the menu group icon
Active Tab
The background/foreground color of the active tab
Background/Foreground
Change the font
To change the font of the web client, follow these steps:
a. Log in to the web client.
b. Click Tailoring > Branding.
c. Type a desired font name in the font value field.
d. Click Save to save the color changes in the <customize-folder>\branding.xml file
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o
The new font takes effect only for users whose browser has the font installed. For users who
do not have the font installed, the default font of the user’s browser is used instead.
o
In the login form container, the new font only takes effect on the login button.
o
Your customized font does not apply to printed pages.
Additional branding implementation options
Service Manager provides additional branding implementation options to change the name on the
splash screen to reflect your organization’s name, and to replace the images, including all the icons.
l
Change the applications name
To change the splash screen, follow these steps:
a. Stop your Web application server.
b. Navigate to the following directory:
<SM web tier.war file>\WEB-INF\classes\com\hp\ov\cwc\web
c. Open the app_labels_<language version>.properties file in a text editor, for example, open the
app_labels_en.properties file.
d. Modify the App.Name and App.Title field values according to your organization’s needs. The
default value of these two fields is HP Service Manager.
e. Save the properties file.
f. Restart your Web application server.
g. Launch the web client in your browser.
Your organization’s name now displays on the login page and in the browser tab title.
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Tailor the Web client images
You can change the appearance of images in the Web client by placing a new image of the same
name in the<customize-folder>/images folder. Any images you place here override the existing outof-box images. Using this images folder enables you to preserve the existing HP-provided images,
and ensures that any future upgrade process does not overwrite your tailoring changes. You can
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delete your specified images folder at any time to restore the original HP images.
Each of your custom images must be in the .png, .gif, or .jpg format, and have the same name (but
not necessarily the same format) as the out-of-box one. Service Manager looks for a custom image
by name and then by format in the following order: .png, .gif, and then .jpg. For example, if the outof-box image is back.gif, and your customization images folder contains back.png and back.gif,
Service Manager uses back.png.
To change the images, follow these steps:
a. Stop your Web application server.
b. Create an images subfolder in the customize-folder you specified. For example:
C:/customize/images.
c. Browse to the images folder of your Web tier to find the context path of the image you want to
replace. For example, you want to replace the refresh icon
on the toolbar, the path of this
icon is <SM web tier.war file>\images\toolbar\trefresh.png.
d. Add the new image you under the same Web tier context path in your images folder. For
example, you add a new image as <customize-folder>\images\toolbar\trefresh.png to replace
the icon image mentioned in the previous step.
e. Restart your Web application server.
f. Clear your browser's cache.
To clear the browser's cache, for example, for Internet Explorer 10, follow these steps:
i. Go to Tools > Internet Options from the menu bar at the top of your browser's screen.
ii. On the General tab, click Delete in the Browsing history field .
iii. Check all the items.
iv. Click Delete to delete the browsing history.
Now you can log in to the web client to verify the new images.
If you prefer to retain the previous icons in the toolbar and forms of Service Manager 9.33, you can
download the Service Manager legacy icons from HP Live Network:
https://hpln.hp.com/node/6/otherfiles/?dir=20276.
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Service Manager provides the following packages. Copy the unzipped files to the subfolders in the
<customize-folder> folder that you created earlier. The table includes example locations for the
subfolders.
File
name
Description
Icon location
images
This package contains the Service Manager 9.33 toolbar
and form images.
C:/customize/images
toolbar
This package contains the Service Manager 9.33 toolbar
icons.
C:/customize/images/toolbar
Web client forms
The Service Manager Web tier offers automatic support for existing applications and their forms. The
Web tier generates dynamic HTML that approximates the exact layout of forms as you define them with
Forms Designer. The default application forms are portable from the Windows client to the Web client
with no required modification.
If you upgrade an existing system, you will find that Service Manager clients automatically support and
display your customized forms. However, there may be cases when further form modification is
necessary to correct cosmetic issues that appear when you view the form with the Web client. The
following table describes common form revisions that might be required.
Area
Correction
Overlapped
objects
Ensure that form objects do not overlap each other. The Windows client makes slight
adjustments to correct for overlapped objects, but these design issues are exposed on
a web browser.
Dynamic
resizing
The Windows client dynamically resizes objects such as text areas and notebooks when
you resize the window. The Web client does not resize most objects and does not
support elastic properties as you resize the browser window. Therefore, ensure that
you assign a default initial size.
Graphics
and images
Size any graphics and images to fit conservatively in the form. The Windows client
supports scaled images used as buttons. However, the Web client displays these
images in their native size. The button grows to accommodate the size of the image.
Dynamic
Hidden data with DVD conditions may be exposed if the form permits the user to make
View
changes.
Dependency
(DVD)
conditions
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Configuring color indicator
To add color indicator settings, follow these steps:
Note:
l
The color indicator requires the 9.40 (or higher) version of the Service Manager applications.
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The color indicator does not support the Accessible view (accessible.do) and the Self-Service
Accessible view (accessible_ess.do).
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The color indicator only assists users who have normal vision. Therefore, the content in color
indicator settings does not support JAWS.
1. Go to Tailoring > Color Indicator Setting.
2. Specify the following fields and then click Add.
File: Select the table that contains the field on which you want to apply the color indicator.
Field Caption: Select the field on which you want to apply the color indicator. This field is optional
at this step; you can specify this field later.
3. Set the following fields and options:
Field
name
Description
File
Select the table that contains the field on which you want to apply the color
indicator.
Field
Caption
Select the field on which you want to apply the color indicator.
Apply to
list
Select this option if you want to apply the color indicator setting on this field in the
record list.
Apply to
Combo &
Comfill
Select this option if you want to apply the color indicator setting on this field in the
record detail.
Note: In the detail form, the color indicator only applies the background color
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Field
name
Description
setting to the Combo and Comfill widgets.
Apply to
chart
Select this option if you want to apply the color indicator settings on this field in
charts of the Reporting module.
Note:
o
The color indicator only applies the background color settings to charts in
the Reporting module.
o
The color indicator settings are only applied to the charts in the Reporting
module. For example, color indicator settings do not affect the chart that
you create by using More > Chart by field count.
4. Click the Add button in the form. The Color Indicator Setting Wizard opens.
5. Set the following fields and then click OK.
Field name
Description
Value
Specify a possible value of the field.
The following color settings apply when the field contains the specified value.
Foreground
Color
Specify the foreground color.
You can directly type in the hex code of the color, or you can first click in the text
field and then select a color from the color palette.
Background Specify the background color.
Color
You can directly type in the hex code of the color, or you can first click in the text
field and then select a color from the color palette.
6. Review the Preview column for the color indicator setting of each value and perform one of the
following actions as necessary:
o
Click Edit to edit the color indicator setting for the value.
o
Click Delete to delete the color indicator setting for the value.
7. Repeat Step 4 to Step 6 if you need to add color indicator settings for more values.
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8. Click OK.
The new setting takes effect in the next login.
Accessible Web client forms
The accessible mode of the Web client allows users that require different levels of accessibility to apply
personal preferences to improve their user experience. The accessible Web client also enables
accessibility tools, such as screen readers, to work with Service Manager. The accessible Web client
omits the graphical workflow feature, and thread navigation links, which are the tabs that identify open
forms in the Windows client.
If you are designing forms for accessible use, these are the most important design requirements:
l
High-contrast color graphics
l
Larger default fonts
l
Larger form spacing (more white space)
l
Simplified navigation (fewer buttons, objects and icons)
l
Browser settings must be able to control
o
Resizing fonts
o
Foreground and background color selection
A visually impaired user might want a well–designed form that reads left to right with labels announcing
the name of the subsequent form object and tables with row labels that read horizontally (not by
column). This user might also want to specify a black background with white text in a 14–point bold font,
instead of the default color and font combinations.
Putting the HTML Editor on accessible forms
The HTML Editor must be the last widget in its form for reverse tabbing to work properly. Widgets
placed under it cannot be tabbed.
The Accessible Web client ignores the tab stop information set in the Form definition. Instead, the
tabbing always moves from left to right and top to bottom so that the tabbing order matches the order
in which the widgets are described by a screen reader.
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For complex editing requiring 508 compliance, edit the text in a 508 compliant HTML Editor and then
paste it into the HTML Editor.
Example: Running custom JavaScript from the Web
client
This example runs a JavaScript during the Web client onload.
l
The script opens an alert window before loading the Web client
l
The script returns to the Web client when the user clicks OK.
1. Log on to the Web tier system.
2. Stop the Web tier Web application server.
3. Browse to the ext folder of your Service Manager Web tier's context root. For example, sc/ext.
4. Open the Java Server Pages (JSP) file named appheader.jsp in a text editor.
5. Search for the following text:
<script type="text/javascript">
6. Add the following entries to the appheader.jsp file just after the script element:
document.onload = init();
function init()
{
alert("Testing document.onload from appheader extension./n Press Ok to
continue with navmenu application.");
}
7. Save the appheader.jsp file.
8. Clear your Web application server's cache.
9. Restart your Web application server.
The Web client now runs your custom JavaScript when the Web client starts.
Example: Sending Web tier URLs through e-mail
notifications
The following example creates a notification record with the following properties.
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l
Creates an e-mail message whenever someone updates a Service Desk interaction record.
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The e-mail message contains a direct URL to the updated interaction record.
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The e-mail message contains a URL to the self-service interface if the record was opened from selfservice or a URL to the Web client interface if it was opened from any other interface.
Note: This example assumes you have installed the Service Manager Web tier and an e-mail service.
Update the Web configuration file:
1. Log on to the Service Manager Web tier server.
2. Stop the Web tier Web application server.
3. Open the Service Manager Web tier's Web configuration file (web.xml) in a text editor.
Note: The web.xml file is WEB-INF folder of your Web tier's context root.
4. Search for the following entry:
<init-param>
<param-name>serverHost</param-name>
<param-value>localhost</param-value>
</init-param>
5. Change the localhost param-value to the fully-qualified domain name of your Service Manager
server, for example, myserver.mydomain.com.
Replace the values myserver and mydomain.com with the server host name and domain name of
the Service Manager server.
Important: You must specify a fully qualified domain name for the serverHost parameter or the
server will generate invalid URLs.
6. Save the Web configuration file.
Update the system information record:
1. Restart your Web application server.
2. Log on to the Service Manager server as a system administrator.
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3. Click System Administration > Base System Configuration > Miscellaneous > System Information
Record.
4. Click the Active Integrations tab.
5. In the WebServer URL field, type the fully qualified URL to your Web tier. For example:
http://myserver.mydomain.com:myport/SM/index.do
Replace the values myserver and mydomain.com with the server host name and domain name of
the server running the Service Manager Web tier. Replace myport with the communications port
your Service Manager Web tier Web server listens for HTTP requests.
The server stores the value of this field in the $L.web.url global variable.
6. In the ESS URL field, type the fully qualified URL to your Web tier. For example:
http://myserver.mydomain.com:myport/SM/ess.do
Replace the values myserver and mydomain.com with the server host name and domain name of
the server running the Service Manager Web tier. Replace myport with the communications port
your Service Manager Web tier Web server listens for HTTP requests.
The server stores the value of this field in the $L.ess.url global variable.
7. Save the system information record.
Update the SD.incident.mail form:
1. Log out and restart the Service Manager server.
2. Log back into Service Manager as a system administrator.
3. Click Tailoring > Forms Designer.
4. Search for the form SD.incident.mail.
5. Click Design.
6. Add a new text area field with the following properties.
Property Value
Input
$L.web.url
Width
400
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This form will display the URL to the Web client interface.
7. Make any other changes to the form.
You will use this form as the template for your e-mail messages.
8. Click OK twice to exit Forms Designer and save the form.
9. Search for and select the SD.incident.mail form .
10. Click More or the More Actions icon, and then click Copy/Rename.
11. In the New Name field, type SD.incident.mail.ess.
12. Select the Copy option.
13. Click OK.
14. Click Design.
15. Select the text area field you created to display the Web tier URL and update it to have the
following properties.
Property Value
Input
$L.ess.url
Width
400
This form will display the URL to the self-service interface.
16. Click OK twice to exit Forms Designer and save the form.
Update the SM Update notification record:
1. Click Tailoring > Notifications > Notifications.
2. Search for the SM Update notification record.
3. Add the following new rows to the notification record.
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URL
sent
Msg Msg Argument
class No. s
Selfservic
e
sm
10
Web
client
sm
10
Notify
Metho
d
Condition
Format
Recipient(s)
incident.id
in $L.file
ess.entry in
$L.file=true
SD.incident.mail.es
s
email
contact.nam
e in $L.file
incident.id
in $L.file
nullsub
(ess.entry
in
$L.file,fals
e)=false
SD.incident.mail
email
contact.nam
e in $L.file
4. Click OK to save the notification record.
Create and update a self-service interaction record:
1. Open a Web browser and log on to the self-service interface.
2. Create a new self-service interaction record and note the interaction record ID.
3. From a windows client, click Service Desk > Search Interaction Records.
4. Use the interaction record ID of the self-service interaction record to retrieve the interaction
record details.
5. Add a category, sub category, and update to the self-service interaction record.
6. Exit out of the self-service interaction record and return to the Service Desk search form.
7. Search for SD1001.
8. Open the Activities section.
9. In the Update field, type an update.
10. Click Save.
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Service Manager Web tier
Review the output event
1. Click Tailoring > Event Services > Output Events.
2. Click Search.
3. Look for an output event with an Event Code of email and the ID number of the self-service
interaction record that you created in the External Information String field.
4. If you are working in a Windows client, right-click in the External Information String field and click
Magnify to display the field text in a new window.
5. Search the form for a URL.
The URL should contain the path to your self-service interface, for example:
http://myserver.mydomain.com:myport/SM/ess.do?
ctx=docEngine&file=incidents&query=incident.id=%22SD10005%22
&queryHash=eb12d3d8&action=&title=Interaction%20;SD10005
6. Look for an output event with an Event Code of email and SD1001 in the External Information
String field.
7. If you are working in a Windows client, right-click in the External Information String field and click
Magnify to display the field text in a new window..
8. Search the form for a URL.
The URL should contain the path to your Web client interface, for example:
http://myserver.mydomain.com:myport/SM/index.do?
ctx=docEngine&file=incidents&query=incident.id=%22SD1001%22
&queryHash=89472347&action=&title=Interaction%20;SD1001
Example: Notifying specified operators upon an
incident update
This example specifies a group of operators that will receive a notification when an incident is updated.
Note: The notification will not be sent to a specified operator if the incident is created or updated
when the operator is offline.
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Add a Script Library record
1. Execute the sl command in the command line.
2. In the Name field, enter IncidentMsg1.
3. Select a package in the Package field.
4. Enter the following script in the text box below:
system.functions.msg("Incident "+vars.$file.number+" updated successfully by:
"+vars.$lo_operator.name , 1, ["falcon","Incident.Manager"], "popup", 1);
You need to specify each of the operators in the script. The example script above specifies that
falcon and Incident Manager will receive the notification of an incident update.
Note: The script above is an example for Service Manager 9.32. If you use a previous version of
Service Manager, change vars.$file.number to vars.$L_file.number.
5. Click Add.
6. Click Compile.
Update the im.save process
1. Click Tailoring > Document Engine > Processes
2. Search the im.save process.
3. Select the RAD tab of the im.save process.
4. Scroll down until you find the first empty RAD Application.
5. Add the following script in the Post RAD Expression field of the empty RAD Application:
if $L.continue then ($L.void=jscall("IncidentMsg1"))
6. Click Save.
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Service Manager Web tier
Generating Web tier URL queries
If you have installed a Web tier, you can have Service Manager server generate URL queries to your Web
tier that display specific records in your applications. You can use these generated URL queries to
programmatically send links to your users when records are opened, updated, or closed. Service
Manager offers the following out-of-box methods for generating valid Web tier URL queries.
l
Create custom JavaScript that uses the makeSCWebURL method. You can invoke your custom
JavaScript from a macro or RAD expression.
l
Create custom notification records that use the Web tier URLs defined in the system information
record.
When a user clicks on a generated URL query (link), Service Manager requires the user to log in before
displaying the requested data, although the user can bypass the login screen if you have enable trusted
sign-on on the Web tier.
By default, the Service Manager server secures Web tier URL queries by including a unique hash key in
the URL. This unique key prevents people from modifying the URL and attempting to access restricted
parts of your system. If the URL query does not match the unique hash key, Service Manager displays a
warning message in the log file.
If you want to generate URL queries outside of Service Manager you can disable the unique hash key
using the querysecurity parameter. Disabling this parameter in the Service Manager initialization file
allows the server to accept URL queries without a unique hash key. If you disable the security hash,
access to tables is controlled by the Document Engine. To restrict access to tables through the
Document Engine, you must enable security features such as format control or application profiles that
restrict access at the operator level.
Web tier URL format
Service Manager requires generated web tier URLs to use the following format.
http://myserver.mydomain.com:myport/SM/index.do?ctx=docEngine
&file=incidents&query=incident.id=%22SD1001%22
&queryHash=89472347&action=&title=Interaction%20;SD1001
URL portion
Required? Description
http://myserver.mydomain.com:myport/SM/ Yes
index.do
HP Service Manager (9.41)
This portion of the URL specifies the
web tier host name, port, and web client
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Service Manager Web tier
URL portion
Required? Description
connection to use. Use index.do to have
users connect to the standard web
client. Use ess.do to have users connect
to the self-service web client.
ctx=docEngine
Yes
This portion of the URL specifies that
Service Manager use the Document
Engine to fulfill the query.
&file=incidents
Yes
This portion of the URL specifies the
table you want to query for records. You
must use the file name for the table as
specified in the database dictionary.
&query=incident.id=%22SD1001%22
Yes
This portion of the URL specifies the
Service Manager query you want to use
to search for records. You must URI
encode the query string to prevent
special characters from invalidating the
URL. For example, use %22 instead of
quotation marks.
&queryHash=89472347
No
This portion of the URL specifies the
optional hash key used to encode the
URL query. The hash key prevents users
from modifying the URL query to view
other portions of Service Manager. You
can only include a hash key if you
generate the URL from the
makeSCWebURL method.
&action=
No
This portion of the URL specifies the
Document Engine action you want the
URL query to perform. By default, the
URL query performs a search operation.
&title=Interaction%20;SD1001
No
This portion of the URL specifies the
optional title of the query. You must URI
encode the query string to prevent
special characters from invalidating the
URL. For example, use %20; instead of a
space.
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Windows client
HP Service Manager includes both Windows and Web clients. The Windows client is intended for
administators and implementers, while the Web client is suitable for most end users. The Windows
client enables you to design forms and work with the dbdict; capabilities that are not available to the
Web client user.
The Windows client includes the following features:
Interface
A dynamic user interface that you can customize with preferences to change the way you interact
with perspectives and views
Windows client update capability
Client/server connection
A Connection dialog that enables you to define multiple connections to different servers and saves
them from one session to another
Automatic connection for connection profiles with the automatic logon option enabled
System Navigator
Favorites folder to save shortcuts to frequently used applications, forms, and queries
Simplified access to forms, files, and records through the System Navigator
Applications
Application-specific user interface elements
A graphical workflow used by the Request and Change Management applications
Charts and dashboards to show data graphically
Help
Field help
Help for end users and administrators
Other features
UTF-8 (Unicode) support to display data in any language
SOAP-based client/server communication
Automatic reconnection of client/server sessions after brief network connection disruptions
Administration perspective
Note: Views and perspectives are available in the Windows client only.
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Windows client
The Service Manager Administration perspective contains several Service Manager administrative
views. It is easy to show or hide administrative views by selecting or closing a single perspective instead
of each individual view. You can use the Administration perspective to troubleshoot the user interface
or monitor client/server traffic.
Within the Administration perspective, there are eight available views arranged in tab format. Each view
displays different information.
l
Messages
l
Console
l
Detail Data
l
Detail Form
l
List Data
l
List Form
l
Last Request
l
Last Response
Console view
Note: Views are available in the Windows client only.
The console view displays the information sent to the system log, depending on the logging level. If you
enable SOAP tracing from the Connection Dialog, SOAP messages also appear. If an error occurs, you
may also see error messages or a stack trace from the Java Runtime Environment (JRE). If you are an
administrator, you might want to monitor the console during normal activities instead of locating the
sm.log file and opening it with a text editor. Ensure that you do the following:
l
Specify the sm.log file in the Window > Preferences > Service Manager > Logs preferences.
l
Ensure that the log file is accessible from your client.
Stopwatches view
Note: Views are available in the Windows client only.
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Windows client
The Stopwatches view is an administrative tool that lists information about the number of milliseconds
required for some Service Manager client operations. This view shows the number of individual service
desk interactions, the shortest time (Min), the longest (Max) time, the average, and the total time. It is
helpful for troubleshooting.
The number of displayed operations varies. They are neither configurable or predictable because they
depend on your Service Manager installation and current actions. The following table lists some
operations that might appear in this view.
Operation
Purpose Form.generate
The elapsed time to render the form using information sent by the server.
Generator.generate
The elapsed time required to retrieve a System Navigator branch from the
server.
Navigator.getChildren When you click a closed node in the System Navigator, the elapsed time
required to expand that node and render content.
SOAP.transact
the elapsed time to exchange one message between the client and server.
The stopwatch starts when the client sends the message and stops when it
receives the server response. This time does not include message
processing.
XSL.transform.jdom
The elapsed time for XSL transformation of forms and menus.
Click the appropriate icon to modify the Stopwatches view.
Icon Function
Refresh all stopwatches.
Reset all stopwatches.
Save current stopwatches state in the log file.
XML views
Note: Views are available in the Windows client only.
The Administrator perspective contains these views that display data exchanged between the client and
server.
View name
What’s in this view?
Use this view to
Related capability word
Detail Data
Displays all data in the records (in
XML format) that populate the
Trace or debug
Service Manager
Requires the Debug
capability word.
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View name
What’s in this view?
Use this view to
Related capability word
current form. For example, this
transactions.
view shows related query
information, as well as RADdefined variable values, associated
displayoptions, and messages.
Detail Form
Displays the form fields (in XML
format) in the current form.
Trace or debug
Service Manager
transactions,
Dynamic View
Dependencies
(DVD), or display
applications.
Requires the Debug
capability word.
List Data
Displays all records (in XML
format) that appear in the current
record list.
Trace or debug
Service Manager
queries.
Requires the Debug
capability word.
List Form
Displays the form fields (in XML
format) for the current record list
form.
Trace or debug
Service Manager
queries.
Requires the Debug
capability word.
Last Request
Displays the XML-formatted
action, modified data, and cursor
position of the last request sent
from the client to the server.
Trace or debug
client/server
communication.
Requires the Debug
capability word.
Trace or debug
client/server
communication.
Requires the Debug
capability word.
Last Response Displays the XML-formatted data
of the last response sent from the
server to the client.
Administrative views
You can select Service Manager views individually to create a customized workbench or saved
perspective.
Administrative and RAD Debugger views appear only if you have the Admin plug-in installed. Each view
displays different information.
View name
Console
HP Service Manager (9.41)
Included in
this perspective
Service
Manager Administrator
What’s in this view?
Use this view to
Displays log messages for the
client, depending on your log
preferences.
Review log
messages.
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View name
Included in
this perspective
What’s in this view?
Use this view to
Detail Data
Service
Manager Administrator
Displays all data in the records (in
Trace or debug
XML format) that populate the
Service Manager
current form. This view shows
transactions.
related query and SLA information,
as well as RAD-defined variable
values, associated display options,
and messages.
Detail Form
Service
Manager Administrator
Displays the form fields (in XML
format) that appear in the current
form.
Last Request
Service
Manager Administrator
Displays the XML-formatted action Trace or debug
sent from the client to the server. client/server
communication.
Last Response
Service
Manager Administrator
Displays the XML-formatted
response sent from the server to
the client.
Trace or debug
client/server
communication.
List Data
Service
Manager Administrator
Displays all records (in XML
format) that appear in the current
record list.
Trace or debug
Service Manager
queries.
List Form
Service
Manager Administrator
Displays the form fields (in XML
format) for the current record list
form.
Trace or debug
Service Manager
queries.
Properties
Service
Manager Administrator
Displays the properties of the
current form.
Troubleshoot
form problems.
RAD Debugger
Service
Manager Administrator
Isolated RAD processes.
Troubleshoot RAD
processes.
Stopwatches
Service
Manager Administrator
Displays timing information about
Service Manager processes.
Identify slow
processes or
opportunities for
system tuning.
Dashboard
Service
Manager Interface
Displays one or more charts.
Compare data
visually.
Messages
Service
Manager Interface
Displays client messages,
depending on your log
preferences.
Review log
messages.
HP Service Manager (9.41)
Trace or debug
Service Manager
transactions,
Dynamic View
Dependencies
(DVD), or display
applications.
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View name
Included in
this perspective
What’s in this view?
Use this view to
Secondary
Service
System Navigator Manager Interface
Displays another view of the
System Navigator at the bottom of
the workbench. You can move this
second view to another location.
Add another
navigation view
to access all
Service Manager
components.
System Navigator Service
Manager Interface
Displays a tree view of Service
Access all Service
Manager applications, utilities, and Manager
data.
components.
Access an administrative view
Applies to User Roles:
Administrator
Note: Views are available in the Windows client only.
The administrative view provides additional panes to display different types of information that may be
useful in a debug or problem solving situation for an administrator. In the out-of-box system, the
messages and system navigator panes are standard views.
To access an administrative view:
1. Click Window > Show View > Other.
2. Expand the Service Manager Administrator folder. Choose one of these views:
o
Console
o
Detail Data
o
Detail Form
o
Last Request
o
Last Response
o
List Data
o
List Form
o
Properties
o
RAD Debugger
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o
Stopwatches
o
Web Preview
Preferences
You can customize the way you view the Windows client by changing settings in Preferences dialog.
If you are an administrator, you can configure a common set of Windows client preferences. For
example, you can ensure all users have the same log file, security, and help server settings.
Administrators also have the option to set Windows client preferences in the sm.ini file. These
preferences override any conflicting settings that appear in the Windows client Preferences dialog.
Administrators can configure a common set of Web client preferences in the ../WEB-INF/web.xml file.
Thereafter, these preference settings apply to all Web client sessions.
If you are an end user, you can change default settings to customize your Windows client environment.
For example, you can change some appearance, chart, and spell checking properties.
There is a Preferences filter available that enables you to filter preferences so that only a few
preferences are displayed or a specific preference set (for example Appearance) is displayed. By typing
the beginning letters or complete name of the preference setting in the Preferences filter text box, you
can filter the list so only those preferences that match what you type appear in the list.
Set Windows client preferences
Applies to User roles:
All roles
To set Windows client preferences:
1. From the HP Service Manager menu bar, click Window > Preferences.
2. Expand the HP Service Manager Preferences filter:
3. Highlight the following filter settings to update your preferences:
o
HP Service Manager
o
Appearance
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o
Charts
o
Logs
o
Security
o
Spell Checker
4. Expand the Help Preferences filter.
5. Highlight the following filter settings to update your Help preferences:
o
Help
o
Help Server
6. Restart the client for these preferences to take effect.
Appearance preferences
This Preferences dialog enables you to customize the Windows client.
To access appearance preferences, from the HP Service Manager menu bar click Window >
Preferences > HP Service Manager > Appearance.
Preference
Description
Default setting
Use server provided tab order The default Windows tab order is from left to
right, and top to bottom. When you specify a
custom tab order with Forms Designer, the server
follows this order.
False
Show Messages View when
new messages occur
Enable a view to display messages.
False
Skip readonly controls when
tabbing
Enable so that read-only fields will be skipped
when tabbing through a form.
False
Prompt for save
Prompt to save information before you leave a
form.
True
Show detail pane with record
list
Display the record list at the top of a form.
True
Sort menu items
alphabetically in the System
Navigator
Display System Navigator menu items
alphabetically.
True
Show context-sensitive help
Display context-sensitive help test information.
True
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Preference
Description
Default setting
Font
Specifies the primary font used by Service
Manager.
Hewlett-Packard delivers Service Manager with a
default font for each language. For example, in
English, Tahoma Regular is the default font. In
Japanese, MS UI Gothic is the default font.
Although you can change the font face and size,
Hewlett-Packard recommends the default font
for the best results. Font sizes larger than
8 points may produce unpredictable results.
Varies
depending on
the language
pack
installation
Percentage to increase form
width
Specify a percentage to increase the width of the
forms. Useful to display localized forms that may
require more space to display translated text.
0
debug information
HP Service Manager preferences
This Preferences dialog enables you to customize the Windows client.
To access HP Service Manager preferences, click Window > Preferences > HP Service Manager.
Preference
Description
Default setting
Client
printing
This preference allows users to access the client-side printing
feature by using the Print icon in the Windows client. Web and
Windows clients can also use the Print commands supplied by the
web browser or Windows operating system.
True
Client side
This preference determines the destination of unload files. When
load/unload enabled, HP Service Manager saves unload files on the client system.
When disabled, HP Service Manager saves unload files on the server.
Requires a client restart to take effect.
True
Use form
caching
Form caching improves server responsiveness by reducing the need
to load forms.
True
Record list
request
count
This preference specifies the number of records the client requests
from the server when displaying a record list. The user can view
additional records in the record list by advancing to the next page of
records or by using the go to page option. The default value is set to
maximize the server’s response time to client record requests. The
fewer records the client requests of the server the faster the server
can answer the query.
32
Image path
This preference specifies the path to any custom images you want
None
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Preference
Description
Default setting
the Windows client to use. System administrators may use this
preference to customize the Windows client to use custom branded
images.
Display
names of
missing
images
This preference determines if the Windows client displays the name
and of any missing images. This preference is intended to make
customizing the Windows client easier.
False
DDE server
name
This preference determines the name the Windows client uses when
acting as a DDE server for integrations with DDE applications such as
computer telephony integration (CTI).
HP_Service_
Manager
Show line
number
This preference displays line numbers in the comparison window
when you perform application upgrades or apply application patches.
True
Log preferences
You can set log preferences to control how Service Manager logs and displays messages.
To access log preferences in the Windows client, click Window > Preferences > Service Manager > Logs.
Prefere
nce
Description
Default setting
Use a
specific
file
If you want to use a specific log
file, type the path and name of
the file or browse to its location.
The default log file is
C:\Users\<username>\ServiceManager\workspace\.m
etadata\.log.
Messag
e level
for
console
view
Choose the severity of messages
that appear in the Console view.
Select these logging options:
None
None
Debug, Info, Warning, and Error m
essages
Info, Warning, and Error
messages
Warning and Error messages
Error only messages
Messag
e level
for log
file
Choose the severity of messages
that appear in the log file.
Error only
Error only
Debug, Info, Warning, and Error
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Prefere
nce
Description
Default setting
messages
Info, Warning, and Error
messages
Warning and Error messages
None
Append
excepti
on trace
to log
option
Add the stack trace of the
associated exception to the log.
False
Security preferences
Security preferences point to the location of the CA certificate keystore, client certificates, and private
keys.
To access Security preferences in the Windows client, click Window > Preferences > Service Manager >
Security.
Preference
Description
Default value
CA Certificates File Specify the path to a keystore of
Certification Authorities (CA) used to certify
the client and server certificates.
Service Manager has an out–
of–box example of this file in
\<Web Tier>\WEB-INF\cacerts.
Client keystore file Specify the path to the keystore containing
the client certificate and associated private
keys.
None. You must create this file.
Keystore password
Specify the password to access the
keystore.
None.
JCE provider name
Specify the name of a FIPS-certified thirdparty JCE provider you use when configuring
FIPS mode in the Windows client.
None
JCE provider class
name
Specify the class name of a FIPS-certified
third-party JCE provider you use when
configuring FIPS mode in the Windows client.
None
Spell Checker preferences
These preferences specify how to customize the spell checker. To access Spell Checker preferences in
the Windows client, click Window > Preferences > Service Manager > Spell Checker.
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You can select or clear General Options, customize the dictionary, and choose one of these language
dictionaries:
l
American English
l
British English
l
French
l
German
l
Italian
l
Spanish
Note: You must select a custom dictionary if you want to add new terms.
Spell checker custom dictionaries
You can configure the Service Manager Windows client to use a custom dictionary when running the
spell checking utility. You can provide a custom dictionary for all Windows clients by saving the
dictionary file on a network share and using the Client Packaging Utility to direct the Windows clients to
the network path.
Change the spell checker dictionary
Applies to User Roles:
Administrator
You must have administrative access to the server operating system to use this procedure.
To change the spell checker dictionary:
1. Log in to the Windows Client.
2. Click Windows > Preferences.
The Preferences window opens.
3. Click Spell Checker Options.
The Spelling Preferences window opens.
4. From the Language box, select the language dictionary you want to use.
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5. To define a custom dictionary, click Browse.
o
Type or browse to the path of your custom dictionary.
You can either create your own file or use the default custom dictionary file customdict.tlx
provided in the plugins\com.hp.ov.sm.client.eclipse.user_version_
number\spellchecker folder.
o
Click OK.
6. To add correction entries to the custom dictionary, click Edit.
The Edit user dictionary window opens.
o
To add a new correction entry to the dictionary, type the misspelled word in the Words field.
o
Type the correction in the Other word field.
o
Select an Action from the available list.
o
Click Add word.
o
Repeat these steps for each custom correction entry you want to add.
7. Select any other spelling preferences you want to use.
8. Click OK.
Help preferences
This Preferences dialog enables you to customize the way Service Manager help information is
displayed.
To access Help preferences, click Window > Preferences > Help.
Preference
Description
Default setting
Use external
browser
Opens the Service Manager help in your default web browser
(for example, Internet Explorer). By default, Service Manager
opens the help in a Help View window.
False
Open window
context help in a
dynamic help view
Opens window context help information in a dynamic help
view.
True
Open window
context help in an
infopop
Opens window context help information in a pop-up
information window.
False
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Preference
Description
Default setting
Open dialog
context help in
dialog tray
Opens dialog context help information in the dialog tray.
True
Open dialog
context help in an
infopop
Opens dialog context help information in a pop-up
information window.
False
Show all potential
hits (faster)
Shows all records that fully or partially match your search
criteria.
True
Show only actual
hits
Shows only records that fully match your search criteria.
False
Help Server preferences
This Preferences dialog enables you to specify your Help Server settings so that you can access the
online help documentation by clicking Help > Help Contents from the Windows client. Service Manager
launches the Help Server using this URL: http://<Help Server host name>:<Help Server port
number>/<Help Server context>.
To access Help Server preferences, click Window > Preferences > Help> Help Server.
Preference
Description
Default setting
Use a Help
Enables you to access the online help from Service Manager.
Server to
When selected, this preference requires the Service Manager
access
help be deployed on a web server (for example, Apache).
documentation
For information about how to deploy the Service Manager help on
a web server, see the Service Manager Interactive Installation
Guide.
False
Help Server
host name
Specifies the host name (IP address or fully-qualified domain
name) of the web server on which the Service Manager help is
deployed. For example, if you have deployed the help on Apache,
this is the Apache web server host name.
None
Help Server
port number
Specifies the communications port of the web server on which
the help is deployed.
None
Help Server
context
Specifies the virtual directory name where the Service Manager
help is installed. It excludes the web server’s document directory
path. For example, if the help is deployed in
C:/Apache/2.2/htdocs/sm_help, the document directory path is
C:/Apache/2.2/htdocs/ and the virtual directory name is sm_help.
Therefore, the context path is sm_help.
help
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Preference
Description
Default setting
If you use the default value, the Service Manager help must be
deployed in, for example, the <Apache>/htdocs/help directory.
Setting Windows client preferences from the server
You can define global Windows client preferences from the sm.ini file available in the RUN folder of your
HP Service Manager server installation. The client parameters you define in this file override any
individual client preferences. You must have administrative access to the server operating system to
set Windows client preferences using client parameters.
Set Windows client preferences from the server
You must have administrative access to the server operating system to use this procedure.
To set Windows client preferences from the server:
1. Review the list of client parameters for Windows clients and determine which parameters you
want to define from the server.
2. Open the sm.ini file in a text editor.
This file is located in the RUN folder of your HP Service Manager server installation.
3. Add or edit the client parameters for Windows clients.
4. Save the file.
All Windows clients that log in to the HP Service Manager server use the new client parameters you
defined.
Views
Views are a Windows-client feature that enable you to display editors and system information outside
the editor, and provide alternate ways to access forms. For example, you can navigate the file system
hierarchy with the System Navigator, and access and edit information about a form using the Properties
view. Service Manager saves any changes that you make in a view immediately.
A Perspective can contain one or more views.
Views have menus and toolbars that affect only the items in the view. For example, if you click Expand
All in the System Navigator, the tree expands but you see no change in the editor.
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Most views also have a More Actions menu that displays a list of related Service Manager actions and a
context menu that displays a list of related actions for the view. Right-click the view’s titlebar to display
the view’s context menu; right-click the form or record list to display Service Manager’s options menu.
You can save screen space and customize your perspective by stacking views. Drag one view over
another to create a Tabbed notebook. You can also change the view sizes and create fast views. You
cannot open more than one of each view at one time. If necessary, use the Secondary System Navigator
to create a second instance of a view.
Component
Description
View Toolbar
Each view has an individual toolbar with buttons that support available functions.
View Titlebar
Click the X to remove the view from the workspace.
Right-click the view’s title bar to display the view’s context menu.
Tabbed Notebook
Tabbed notebooks support stacked views.
Click any tab to move that view to the top of the stack.
More Actions
Menu
Click the down arrow to display the More Actions menu.
Right-click the form or record list to display the Service Manager’s More Actions
menu.
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Views
The following information identifies all of the views available in Service Manager.
Note: Views are available in the Windows client only.
Service Manager Administrator views
View
Description
Console
Displays real-time logging and debugger messages.
Detail Data
Displays all data in the records (in XML format) that populate the current form.
Detail Form
Displays the form fields (in XML format) that appear in the current form.
Last Request
Displays the XML-formatted action sent from the client to the server.
Last Response Displays the XML-formatted response sent from the server to the client.
List Data
Displays all records (in XML format) that appear in the current record list.
List Form
Displays the form fields (in XML format) for the current record list form.
Properties
Displays the properties of the current form.
RAD Debugger Displays isolated RAD processes for troubleshooting.
Stopwatches
Displays timing information about Service Manager processes.
Service Manager Interface views
View
Description
Dashboard
Displays one or more charts.
Messages
Displays client messages, depending on your log preferences.
System Navigator
Displays a tree view of Service Manager applications, utilities, and
data.
Secondary System Navigator Displays another view of the System Navigator at the bottom of the
workbench. You can move this second view to another location.
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Fast views
Note: Views are available in the Windows client only.
Fast views are hidden views that can quickly be made visible. They work the same as normal views, only
when they are hidden they do not take up screen space on the Workbench window.
Once you have created a fast view, the icon for the view appears on the shortcut bar. You can look at
the view by clicking its icon on the shortcut bar. As soon as you click somewhere else outside the view, it
is hidden again.
To convert a fast view that has been maximized back to a regular sized view, select Restore from the
context menu of the icon in the top left corner of the view. To reposition a fast view, drag the fast
view’s title bar (or close the fast view and then drag its button from the shortcut bar) and drop it on the
workbench like a normal view.
Create a fast view
Applies to User Roles:
All roles
Note: Views are available in the Windows client only.
There are two ways to create a fast view.
l
Using drag and drop.
l
Using a menu operation available from the view System menu.
Create a fast view using drag and drop as follows.
1. Click the title bar of the view that you want and hold the mouse button down.
2. Drag the view to the Fast View bar and release the mouse button. By default the shortcut bar is
located in the lower left corner of the window.
To create a fast view using the second approach, click on the button located on the left side of the Fast
View bar which presents you with a selection of views. Choose one of these views to add it to the Fast
View bar immediately.
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Related objects
Related objects are data-model relationships created by a System Administrator for users of a specific
database. Administrators can customize System views for users that specify the relationships between
database objects and fields. These relationships can define one-to-one, many-to-one, or many-to-many
relationships. One-to-one and many-to-one relationships are defined by a database JOIN between two
corresponding tables for the data relationship. Many-to-many relationships are modeled by a relational
database JOIN between the two corresponding tables and the cross-link table defining the relationship.
Messages view
Service Manager notifies you when you have activity messages to review. For example, each time you
add or change a record, open or close an incident, complete a Service Manager task, or an error occurs,
Service Manager generates a message. These are the choices you have to view messages:
l
Configure the Preference dialog to display the Message view by default.
Click Window > Preferences > Service Manager > Appearance and choose this preference:
Show message window when new messages arrive.
The Message view opens automatically when messages occur.
l
Show the Messages view on demand.
Click Window > Show View > Messages.
l
Show the Messages view as needed. When Service Manager sends a new message, an information
icon appears.
Click the icon or the toolbar.
The Message window displays the new message and any others that appear during your Service
Manager session.
The server can process different threads concurrently and each thread can generate a separate stream
of messages. If you have a single client running, all messages generated by that client connection
appear in the same Messages view. If you have more than one client connected, each client window has
its own Messages view that might display only the messages affecting that connection.
Active notes
The Service Manager active notes feature notifies you when new activity messages appear in the
Messages view. For example, each time you add or change a record, open or close an incident, complete
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a Service Manager task, or an error occurs, the active notes icon notifies you that a new message is
available. To activate the active notes feature, you can set preferences to enable the Messages view to
appear each time a new message occurs.
The Active Notes icon is flat when there is only one message and stacked when there are multiple
messages.
View messages
Applies to User Roles:
All roles
Service Manager messages appear at the top of the detail window.
Icon Icon name
Meaning
Information Information about the most recent action
Warning
A warning about the most recent action
Error
The most recent action caused an error to occur
To view all messages in a Service Manager session:
1. Click the message icon to open the Messages window.
2. To copy a message, select the message and use any standard Windows copy operation, such as
Ctrl+C, to copy it to the clipboard.
3. Click the Close button to close the Messages view.
4. To erase all messages, click Erase.
Note: If you enable the Messages view from the Service Manager Preferences dialog, it appears
automatically when messages occur.
Perspectives
Note: Perspectives are available in the Windows client only.
A perspective contains one or more views, and perhaps an editor, that provides all of the data and tools
you need to complete a Service Manager task. Service Manager has a default perspective that is
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standard for accessing forms and data. The Administration perspective contains several Service
Manager administrative views that help troubleshoot the user interface or monitor client/server traffic.
You can customize these standard perspectives, or create new ones according to your needs. For
example, one user might want to add another view to all of the default Service Manager views. If you
save this with a name, you can reuse it. Another user might want to see the same views, but docked or
stacked differently within the Workbench. Building a customized perspective is similar to creating a
personal Windows desktop.
The default Service Manager perspective opens the first time you log in to Service Manager. Click
Window > Open Perspective to choose a default or customized perspective. You can also access
perspectives from the icons on the left shortcut bar. When you choose a perspective for the first time,
its icon appears on the shortcut bar and remains there until you end the session.
The following table lists available perspectives in Service Manager. You can define your own
perspectives to customize the way you work with the Windows client.
Icon Perspective name Purpose
User
Administration
Troubleshoot the user interface or monitor client/server
traffic. Within the Administration perspective, there are
eight available views arranged in tab format. Each view
displays different information. For more information,
see the Application Administration help.
Administrators
Service Manager
The default perspective when you first log in. This
perspective is for any Service Manager user and displays
view and editor panes that help you access Service
Manager applications.
Service desk
operators and
administrators
Create a new perspective
Applies to User Roles:
All roles
Note: Perspectives are available in the Windows client only.
To create a new perspective:
1. Start in an out–of–box perspective. The default perspective is the Service Manager perspective.
2. Arrange the views and editor according to where you want them to be.
3. Click Window > Save Perspective As.
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4. Name the new perspective, then click OK.
5. Click the perspective icon on the shortcut bar. The new perspective is in the list of perspectives.
Open a list of perspectives
Applies to User Roles:
All roles
Note: Perspectives are available in the Windows client only.
To find a list of available perspectives:
1. From the Window menu click Open Perspectives. (You can also find the Open Perspectives shortcut
on the Shortcut bar located on the left side of the Workbench.)
2. Click Other.
The out–of–box list of perspectives includes the following:
l
Administration
l
Service Manager (default)
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Implementing version control for your tailoring
HP Service Manager provides comprehensive and fully-integrated IT service management through
variously customized applications. Although Service Manager already provides an in-tool revision control
based on the individual record, it has always been a challenge to implement version control for
customization stacks. As of version 9.33, Service Manager can integrate with Apache Subversion (SVN)
to provide a version control solution for your customized applications.
Note: This topic does not cover the basic concept of version control and the usage of Apache
Subversion. Please refer to Apache Subversion homepage for details.
In short, it takes three steps to build up your version control process by using SVN:
1. A system administrator exports all the applications records from Service Manager and check in the
exported files to an SVN server to create a baseline repository.
2. Developers check out the latest version of the applications records and import them into a local
Service Manager development environment.
3. Developers customize the applications according to site-specific requirements, and check in the
changes to the SVN server.
The following flow chart illustrates your version control process:
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Version control process
The version control process includes the following:
Code repository preparation by a system administrator
The first step of your version control process is that a system administrator creates a code repository
on an SVN server. This enables you to use the repository to track all changes made to applications
objects as you create, develop, or extend the HP Service Manager applications.
To leverage the SVN version control system, follow these steps:
1. Set up the SVN server and create the repository folder for the Service Manager applications data.
2. Set up the SVN client. To do this, follow these steps:
a. Create a folder in your local drive to check the SVN code repository in and out. For example,
you create "c:\svn\data."
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b. Check out the empty repository to your local folder.
3. Configure Service Manager to use the repository. To do this, add the following two new lines to the
sm.ini file in the <Server Dir>/RUN/ directory:
svc_rootdir: <Your check-out Service Manager applications path, in this example, C:\svn\data>
svc_mode:2
Note: Make sure that your Service Manager server is installed on the computer that has the
SVN client installed.
4. Run the sm -svc_export command to export the Service Manager applications data as XML files
to the svc_rootdir folder.
o
Before you export the applications data records, be sure to stop the Service Manager
server.
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o
For information about more parameters to export the applications data, see "Parameters
to import and export files" on page 455.
Your output folder should resemble the following:
The XML files are exported to subfolders that are alphabetically-ordered by the unique key names
of the applications, as shown in the following example for the ScriptLibrary folder:
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5. Commit all the files to the SVN repository.
Note: You should exclude any business-related records when you commit the files, as these
types of records require a great deal of capacity and decrease efficiency. These types of
records include the following, but your organization’s records may differ:
Object
Table
Interaction
incidents
Incident
probsummary
Problem
rootcause
Problem Task
rootcausetask
Known Error
knownerror
Known Error Task
knownerrortask
Change
cm3r
Change Task
cm3t
Development environment preparation by developers
Note: Environment preparation is only required when a developer starts applications development
for the first time or starts to use a new computer.
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1. Set up your SVN client. To do this, choose the command line client tools in SVN. The following
example displays the command line client tools feature in TortoiseSVN:
2. Create a folder in your local drive to check the SVN code repository in and out. For example, you
create "c:\svn\data."
3. Set up Service Manager by adding the following two new lines to the sm.ini file in the <Server
Dir>/RUN/ directory:
svc_rootdir: <Your check-out Service Manager applications path, in this example, C:\svn\data>
svc_mode:2
Note: Make sure that the Service Manager server is already installed on the same computer,
and then restart the server to enable the added svc command.
4. Check out the applications data files from the SVN repository to your local folder.
5. Prepare a clean empty development database to import the applications data.
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Development process by developers
1. Update all the source code to the latest version from the code repository.
2. Run the following command to import the XML files to the database:
sm -svc_import -svc_cleanbuild:1
Note: For information about more parameters to import the XML files, see "Parameters to
import and export files" on page 455.
3. Modify the records by the Service Manager client and then save the changes to automatically
synchronize the XML files in the svc_rootdir directory, as shown in the following example for the
process record:
4. Check the modified code into the code repository. The commit window displays all the changed
files.
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Note: The commit window may not show all the changed files in the SM-APPS change list, and
this problem occurs when the tables you have modified are not present in the svc_
include.props property file in your <Server Dir>/RUN directory. To solve the problem,
manually add the names of the tables to this file.
In this way, SVN retains a clear history of any changes made to a specific application.
Version control best practice
Create an operator record for each developer
Each developer should have their own operator record to log in to HP Service Manager rather than using
the default System Administrator operator record. This helps to track code changes, because the value
of the sysmoduser field of the applicatios object is set as the currently logged-in user.
Streamline the code repository versions
Prior to any development, export the Service Manager 9.3x OOB database as the initial repository for
future comparison and analysis. Then, export your organization’s current, customized database as the
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second-version repository.
Note: When you upgrade Service Manager to a later version and resolve all conflicts, you must
export the complete upgraded database again as the new code repository.
Turn off this function when it is not needed
The source version control function decreases system performance. Therefore, you should uncomment
the source version control configuration lines in the sm.ini file when it is not needed.
Applications data file represented in XML
Exporting applications from HP Service Manager converts the applications records to data files
represented in XML, with the applications object name in the <recordset table> element and the
unique id in the <record id> element. The following code is an example of the Process record:
<?xml version="1.0" encoding="UTF-8" standalone="no"?>
<recordset table="Process">
<record id="process=&quot;cc.first.log&quot;" recordid="cc.first.log">
<process type="string">cc.first.log</process>
<pre.expressions sctype="array">
<pre.expressions sctype="operator">$L.oldinc=$L.lastinc</pre.expressions>
<pre.expressions sctype="operator">if ($L.action="lastincident") then
($L.golast="true";$L.action="log") else ($L.golast="false")</pre.expressions>
<pre.expressions sctype="operator">$L.continue=true</pre.expressions>
<pre.expressions sctype="operator">if ($L.action="logcatalog" and null(title
in $L.file)) then (title in $L.file=1 in description in $L.file)</pre.expressions>
</pre.expressions>
<post.expressions sctype="array">
<post.expressions sctype="operator">if ($G.ess and $L.continue) then
($L.exit.when.done=true)</post.expressions>
</post.expressions>
<rad sctype="array">
<rad sctype="structure">
<application type="string">sc.get.sla</application>
<names sctype="array">
<names sctype="string">file</names>
<names sctype="string">number1</names>
<names sctype="string">numbers</names>
</names>
<values sctype="array">
<values sctype="string">$L.file</values>
<values sctype="string">contract.id in $L.file</values>
<values sctype="string">agreement.ids in $L.file</values>
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</values>
<rad.condition type="operator">enable in $G.sla.environment and
($L.action="complete" or $L.action="log" or $L.action="logcatalog") and
$L.mode="add"</rad.condition>
<pre.rad.expressions sctype="array">
<pre.rad.expressions sctype="operator">if ($affected.ci~="Other – See
Description") then (affected.item in $L.file=nullsub(affected.item in $L.file,
$affected.ci))</pre.rad.expressions>
</pre.rad.expressions>
<post.rad.expressions sctype="string"/>
</rad>
<rad sctype="structure">
<application type="string">sla.check.sh.wrapper</application>
<names sctype="array">
<names sctype="string">number1</names>
<names sctype="string">text</names>
</names>
<values sctype="array">
<values sctype="string">1 in agreement.ids in $L.file</values>
<values sctype="string">$L.exit</values>
</values>
<rad.condition type="operator">not (null(callback.contact in $L.file)) and
not (null(agreement.ids in $L.file)) and check.sh in $G.sla.environment and
(nullsub($L.overridden, false)=false or not (same($L.or.id, 1 in agreement.ids in
$L.file)))</rad.condition>
<pre.rad.expressions sctype="array">
<pre.rad.expressions sctype="operator">if (null(agreement.ids in $L.file)
and not (null(agreement.id in $L.file))) then (1 in agreement.ids in
$L.file=agreement.id in $L.file)</pre.rad.expressions>
</pre.rad.expressions>
<post.rad.expressions sctype="array">
<post.rad.expressions sctype="operator">if ($L.exit="normal") then
($L.overridden=true;$L.or.id=1 in agreement.ids in $L.file)</post.rad.expressions>
<post.rad.expressions sctype="operator">if ($L.exit="blocked") then
($L.string=scmsg(292, "pm", {nullsub(callback.contact in $L.file, "NULL"), nullsub
(1 in agreement.ids in $L.file,
"NULL")});$L.overridden=false;$L.or.id=NULL;$L.action="complete";resolution in
$L.file=resolution in $L.file+{$L.string};resolution.code in $L.file="Out of
Scope")</post.rad.expressions>
</post.rad.expressions>
</rad>
<rad sctype="structure">
<application type="string">getnumb</application>
<names sctype="array">
<names sctype="string">name</names>
<names sctype="string">index</names>
<names sctype="string">text</names>
</names>
<values sctype="array">
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<values sctype="string">number.record in $L.object</values>
<values sctype="string">incident.id in $L.file</values>
<values sctype="string">"string"</values>
</values>
<rad.condition type="operator">null(incident.id in $L.file)</rad.condition>
<pre.rad.expressions sctype="array">
<pre.rad.expressions sctype="operator">if ($L.action={"log", "logexit"}
and open in $L.file~="Closed") then (first.call in $L.file=false)
</pre.rad.expressions>
<pre.rad.expressions sctype="operator">if ($L.action={"associate",
"incident.change", "incident.request", "createchange", "createrequest", "create"})
then (first.call in $L.file=false;$L.notify.name="SM Add")</pre.rad.expressions>
<pre.rad.expressions sctype="operator">if ($L.action="complete") then
($L.oldstatus=open in $L.file;open in $L.file="Closed";$L.notify.name="SM Close")
</pre.rad.expressions>
<pre.rad.expressions sctype="operator">if ($L.action={"log", "logexit",
"save", "newcall"}) then (open in $L.file=nullsub(open in $L.file, "Open Callback");if ($L.bg=false) then ($L.notify.name="SM Add"))</pre.rad.expressions>
</pre.rad.expressions>
<post.rad.expressions sctype="string"/>
</rad>
<rad sctype="structure">
<application type="string">us.consume.wrapper</application>
<names sctype="array">
<names sctype="string">index</names>
<names sctype="string">name</names>
<names sctype="string">boolean1</names>
<names sctype="string">text</names>
</names>
<values sctype="array">
<values sctype="string">contract.id in $L.file</values>
<values sctype="string">"i"</values>
<values sctype="string">$L.bg</values>
<values sctype="string">$L.exit</values>
</values>
<rad.condition type="operator">enable in $G.cm.control and not (nullsub
(contract.consumed in $L.file, false)) and not (null(contract.id in $L.file))
</rad.condition>
<pre.rad.expressions sctype="array">
<pre.rad.expressions sctype="operator">if (null($G.src) or $G.src=false)
then ($L.exit="normal")</pre.rad.expressions>
</pre.rad.expressions>
<post.rad.expressions sctype="array">
<post.rad.expressions sctype="operator">if ($L.exit="badval") then if
($L.action="complete") then (open in $L.file=$L.oldstatus)</post.rad.expressions>
<post.rad.expressions sctype="operator">if ($L.exit="normal") then
(contract.consumed in $L.file=true)</post.rad.expressions>
</post.rad.expressions>
</rad>
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<rad sctype="structure">
<application type="string">cc.save</application>
<names sctype="array">
<names sctype="string">file</names>
<names sctype="string">name</names>
<names sctype="string">record</names>
<names sctype="string">boolean1</names>
<names sctype="string">text</names>
</names>
<values sctype="array">
<values sctype="string">$L.file</values>
<values sctype="string">$L.init.action</values>
<values sctype="string">$L.fc</values>
<values sctype="string">$L.bg</values>
<values sctype="string">$L.exit</values>
</values>
<rad.condition type="operator">$L.exit="normal"</rad.condition>
<pre.rad.expressions sctype="array">
<pre.rad.expressions
sctype="operator">$L.handle.save=$L.handle.start</pre.rad.expressions>
<pre.rad.expressions sctype="operator">if ($L.handle.start~=0) then
(handle.time in $L.file=nullsub(handle.time in $L.file, '00:00:00');handle.time in
$L.file=(handle.time in $L.file+tod()) - $L.handle.start;$L.handle.start=0)
</pre.rad.expressions>
<pre.rad.expressions sctype="operator">$L.init.action=nullsub
($L.init.action, "add")</pre.rad.expressions>
<pre.rad.expressions sctype="operator">$L.pri.calc=jscall
("PriorityCalc.getPriorityCalc")</pre.rad.expressions>
</pre.rad.expressions>
<post.rad.expressions sctype="array">
<post.rad.expressions sctype="operator">if ($L.exit="normal") then if
($L.golast="false") then ($L.lastinc=incident.id in $L.file)</post.rad.expressions>
<post.rad.expressions sctype="operator">if ($L.exit="badval") then
($L.handle.start=$L.handle.save;$L.continue=false;if ($L.action="complete") then
(open in $L.file=$L.oldstatus))</post.rad.expressions>
<post.rad.expressions sctype="operator">if ($L.exit="normal" and $G.ess)
then ($L.file.save=$L.file)</post.rad.expressions>
<post.rad.expressions sctype="operator">if ($L.exit="normal" and not
($G.ess) and blank.call in $G.sm.global.environment) then ($L.format=nullsub
(edit.format in $G.sm.environment, "SD.update.interaction"))</post.rad.expressions>
</post.rad.expressions>
</rad>
<rad sctype="structure">
<application type="string">us.save.relation</application>
<names sctype="array">
<names sctype="string">name</names>
<names sctype="string">prompt</names>
<names sctype="string">query</names>
<names sctype="string">string1</names>
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</names>
<values sctype="array">
<values sctype="string">$L.related.id</values>
<values sctype="string">$L.related.filename</values>
<values sctype="string">$L.depend.id</values>
<values sctype="string">$L.depend.filename</values>
</values>
<rad.condition type="operator">not (null($L.related.id)) and not (null
($L.related.filename)) and $L.continue</rad.condition>
<pre.rad.expressions sctype="array">
<pre.rad.expressions
sctype="operator">$L.depend.filename="incidents"</pre.rad.expressions>
<pre.rad.expressions sctype="operator">$L.depend.id=str(incident.id in
$L.file)</pre.rad.expressions>
</pre.rad.expressions>
<post.rad.expressions sctype="array">
<post.rad.expressions sctype="operator">if $L.continue then if (not
(null($L.related.id)) and not (null($L.related.filename))) then
($L.exit="normal";$L.exit.when.done=true)</post.rad.expressions>
<post.rad.expressions sctype="operator">if $L.continue then
($L.related.id=NULL;$L.related.filename=NULL)</post.rad.expressions>
</post.rad.expressions>
</rad>
<rad sctype="structure">
<application type="string">us.notify</application>
<names sctype="array">
<names sctype="string">name</names>
<names sctype="string">record</names>
<names sctype="string">second.file</names>
</names>
<values sctype="array">
<values sctype="string">$L.notify.name</values>
<values sctype="string">$L.file</values>
<values sctype="string">$L.file.save</values>
</values>
<rad.condition type="operator">$L.exit="normal"</rad.condition>
<pre.rad.expressions sctype="string"/>
<post.rad.expressions sctype="array">
<post.rad.expressions sctype="operator">if ($L.exit="normal" and not
($L.exit.when.done)) then if blank.call in $G.sm.global.environment then
($L.exit="restart";$L.void=rtecall("resetnotebook", $L.rc)) else
($L.exit.when.done=true)</post.rad.expressions>
<post.rad.expressions sctype="operator">if ($L.continue and
$L.action="save" and not ($L.exit.when.done)) then ($L.exit="";$L.mode="browse")
</post.rad.expressions>
<post.rad.expressions sctype="operator">if ($L.action="addcloseme") then
($L.exit="";$L.mode="browse")</post.rad.expressions>
<post.rad.expressions sctype="operator">if ($L.continue and
$L.pmtapi=true) then ($L.exit="exit")</post.rad.expressions>
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</post.rad.expressions>
</rad>
<rad sctype="structure">
<application type="string">cc.set.approval</application>
<names sctype="array">
<names sctype="string">file</names>
<names sctype="string">record</names>
</names>
<values sctype="array">
<values sctype="string">$L.file</values>
<values sctype="string">$L.object</values>
</values>
<rad.condition type="boolean">false</rad.condition>
<pre.rad.expressions sctype="string"/>
<post.rad.expressions sctype="string"/>
</rad>
</rad>
<next.process sctype="array">
<next.process sctype="string">sm.close</next.process>
<next.process sctype="string">cc.clone.relation</next.process>
<next.process sctype="string">cc.screlate</next.process>
<next.process sctype="string">sm.save</next.process>
</next.process>
<process.condition sctype="array">
<process.condition sctype="operator">$L.continue and
$L.action="addcloseme"</process.condition>
<process.condition sctype="operator">$L.continue and ($L.action="save" or
$L.mode="addclone") and not ($G.ess)</process.condition>
<process.condition sctype="operator">$L.continue and
$L.action="complete"</process.condition>
<process.condition sctype="operator">$G.ess and
$L.mode="addclone"</process.condition>
</process.condition>
<run.standard NullValue="1" type="boolean"/>
<sysmodcount type="decimal">9</sysmodcount>
<sysmoduser type="string">zhangqi</sysmoduser>
<sysmodtime type="dateTime">11/22/13 00:48:44</sysmodtime>
<save.cursor.position NullValue="1" type="boolean"/>
<run.in.window NullValue="1" type="boolean"/>
<window.name NullValue="1" type="string"/>
<javascript.pre NullValue="1" type="string"/>
<javascript.post type="string">if (vars.$G_src &amp;&amp; vars.$L_
exit=="blocked")
{
system.functions.msg(vars.$L_string, 3);
}</javascript.post>
<baseMethod NullValue="1" type="string"/>
</record>
</recordset>
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Implementing version control for your tailoring
Parameters to import and export files
The version control command line tool provides you the following parameters to import and export
specific files. In Service Manager, a file is equivalent to a Relational Database Management System
(RDBMS) table. For more information, see "File" on page 1.
Parameters to export files
To export Service Manager files, you can run the sm -svc_export command with the following
parameters, or add the following parameters in the sm.ini file.
Parameter
Description
svc_files
Specifies a list of files to export. Use commas to separate multiple files (no space
before or after a comma). Service Manager exports all files in the system if the
parameter is not set.
svc_
Specifies a list of files that you want to exclude from the export operation. Use
excludefiles commas to separate multiple files (no space before or after a comma).
For example, if you want to export ScriptLibrary and formatctrl data only , add the following line in
sm.ini:
svc_files:ScriptLibrary,formatctrl
Parameters to import files
To import Service Manager files, you can run the sm -svc_import command with the following
parameters, or add the following parameters in the sm.ini file.
Parameter
Description
svc_
cleanbuild
If the value of this parameter is set to 1, all the files in the svc_rootdir directory are
imported; if the value of this parameter is set to 0 or not set, the list of files to import
is determined by the svc_files parameter.
svc_files
Specifies a list of files to import. Use commas to separate multiple files (no space
before or after a comma).
Note: This parameter works only if the svc_cleanbuild parameter is set to 0 or not
set.
svc_
Specifies the list of files that is excluded in the importing operation. Use commas to
excludefiles separate multiple files (no space before or after a comma).
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For example, if you want to import only records in the ScriptLibrary and formatctrl folders under the
svc_root directory, add the following lines in sm.ini:
svc_cleanbuild:0
svc_files:ScriptLibrary,formatctrl
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