Sostenuto 4.1 title page. System Management User s Guide

Transcription

1 Sostenuto 4.1 title page System Management User s Guide Date: November 2013

2 All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means, or stored in any retrieval system of any nature without the prior written permission of Sunrise Software Limited, except for permitted fair dealing under the Copyright, Designs and Patents Act Sunrise Software Limited, Sostenuto is a registered trade mark of Sunrise Software Limited. Sunrise Software Limited does not assume or accept any liability for any loss or damage of any kind to any person that may arise as a result of that person (or any other person) using this document or acting or refraining from action in reliance on any information (including expressions of opinion) contained in this document. This limitation/exclusion of liability does not apply in the case of death or personal injury caused by negligence on the part of Sunrise Software Limited, or to the extent (if any) that a limitations and/or exclusion in these terms is not permitted under applicable law. Sunrise 50 Barwell Business Park Leatherhead Road Chessington Surrey KT9 2NY United Kingdom Information e: welcome@sunrisesoftware.co.uk t: +44(0) Support e: support@sunrisesoftware.co.uk t: +44(0) Visit us at

3 C O N T E N T S Introduction 7 Service Area 7 Operation Result Area 7 Operation Area 8 Content Area 8 Ticker Area 8 Left Navigation Area 8 Right Navigation Area 9 Searching Summary Screen Filters 10 Service Manager 11 Add Service 12 View Service 13 Enable/Disable Service 13 Filter Manager 14 Types of Filter 14 Displaying Data in a Filter 14 Displaying Filtered Data in a Chart 15 Creating New Filters 15 Copy Filter 23 Delete Filter 23 View Filter 24 Account Manager 25 Communities 25 Account Profile 26 Creating an Account Profile 26 Access Points 33 Groups 35 Accounts 39 Security Manager 49 Functional Rights 49 Access Rights 50 Field Access Rights 50 Delete Account Security 50 Setting Service Manager Security 51 Setting Account Manager Security 52 Setting Security for Security Manager 53 Setting Global Operation Manager Security 54 Setting Filter Manager Security 56 Setting Field Security 57 Setting Security for User-Defined Services 58 Setting Operation Security 58 Setting Datetime Editing Security 59 Setting Report Security 61 Interface Manager 63 Interface Operations 64 Import Parameters for Interface Operations 64 Add Interface Operation 65 Delete Interface Operation 67 View Interface Operation 67 Attachment Storage Manager 68 Set Storage Location 68 Setting the Lifecycle 69 Displaying the Attachment Indicator 70 Setting the Upload Limit 70 Licence Manager 71 Types of Licence 72 3

4 Contents Import Licence 72 Enable/Disable Communities 73 Delete Licence 73 Session timeouts 74 Manage Sessions 74 Manage Named Licences 76 Authentication Manager 78 Add LDAP Configuration 78 View LDAP Configuration 79 Delete LDAP Configuration 79 Configuring a Service 80 State Management 81 Add State 81 Delete State 82 View State 83 View References 83 Operation Management 85 System Operations 85 User-defined Operations 86 Add Operation 87 Delete Operation 90 View Operation 90 Enable/Disable Operation 90 View References 91 Field Management 92 Real Number Field Masks 92 Field Types 93 Add Field 100 Adding an Account Field 102 List Fields 102 Adding a List Field 103 Sublist Fields 104 Adding a Sublist 105 Delete Field 106 View Field 106 View References 107 Screen Management 109 Designing screens with Dynamic Screen Layout 109 Define a Screen 110 Screen Design 111 Delete Screen 120 View Screen 120 View Screen Design 120 Workflows 121 Run-Time Processing 121 Examples of Workflow Rules 122 Workflow summary screen 125 Add Workflow 125 Delete Workflow 129 View Workflow 130 View Workflow Graph 130 Lifecycle Management 131 Lifecycle - Creation of Service Request/Task 132 Lifecycle Precedence 132 Add Lifecycle 132 Delete Lifecycle 140 View Lifecycle 140 Enable/Disable Lifecycle 140 Set Lifecycle Precedence 140 View Lifecycle Graph 141 Operation Area Format 142 Defining the Operation Area Format 142 Delete Operation Area Format 145 4

5 SYSTEM MANAGEMENT USER'S GUIDE View Operation Area Format 145 Associations 146 Associations - Runtime 146 Add Association 148 Delete Association 150 View Association 150 Business Rules 151 Accessing Business Rules 152 Setting Rule Action Precedence 152 View Actions 153 Event Rules 154 Validation Rules 166 Schedule Rules 172 Copy Rule 184 View Rule 184 Delete Rule 184 Enable/Disable Rule 184 Event Rule logging 185 Sequence Formats 186 Add Sequence Format 186 Delete Sequence Format 187 View Sequence Format 187 Preset Solutions 188 Details Tab 188 Delete Preset Solution 190 View Preset Solution 191 Interface Mappings 192 SOAP Interface 192 Invoke URL 193 Add Interface Mapping 193 Delete Interface Mapping 195 View Interface Mapping 195 Reports 196 Add Report 196 Delete Report 198 View Report 198 Configuration Tips 200 an Attachment when a Rule fires 200 Define a Label and an Icon for a Service Request 202 Create and Display Charts 204 Examples of Using the Account/Group Fields 205 Index 209 5

6 Contents Typographical conventions The following kinds of formatting in the text identify special information. Formatting convention Submit Description View Rule Usage Command buttons are formatted in Bold. Screen names and field names are formatted in Italics. Menu options are formatted in Bold italics. 6

7 Introduction The following section provides a brief introduction to the elements that are used to create the main user interface, both in the System Management Service and at run-time. The Sostenuto Interface provides the shell of the product into which the configured user screens may be incorporated. Other aspects of the user interface may be modified, such as the Service icons and all images that may be associated with Operations and States. Service Area The Service Area is located at the top of the Sostenuto interface and displays all Services to which the user has been granted access. The Service area contains all user-defined Services, with My Sostenuto and the System Management Service. To navigate between Services the user simply left-clicks on the desired Service and the appropriate initial screen for that user will be displayed. The arrow on the extreme left-hand side of this area is used to show/hide the Left Navigation Area; it is only displayed when a user-defined Service is currently active. The icon of the currently active Service is always highlighted. In the example above, you can see that the current Service is Incident Management. Operation Result Area The Operation Result Area is found below the Service Area and displays text based information on the successful or unsuccessful completion of an Operation. For example, the results of any field validations on the screen (such as checking the address for symbol) are displayed within the Operation Result Area. The Operation Result Area also shows messages when any Operation has been successfully completed. Figure 1: The Operation Result Area When users click the icon on the far right of the Operation Results Area the More Information screen appears, showing all of the information relating to the Operation. When there are multiple messages the icon is shown in red. The screen that is used to display multiple messages may be seen below. Figure 2: For Further Information - Click the Information Button 7

8 Introduction Operation Area The Operation Area is below the Operation Result Area. It displays all available Operations that are contextually appropriate for the currently-selected service request. The format of the Operation Area is defined in the Operation Area Format for that Sostenuto user. The available formats are Linear Text, Linear Graphics or Text and Graphics. The Operation Area may also contain menus, as defined within the Operation Area Format. The Operation Area may be seen below. Figure 3: The Operation area Should the number of Operations be too large for the display of the available Operations then scroll icons are provided at either end of the area. A Further Options menu on the right hand side of the Operation Area contains the following options: Home (the first screen after login) Preferences Change Password View my Calendar Logout. In the System Management Service a further menu called System Administration is available for navigating to various other System Management related areas, such as Filter Management and Security. In this Service only, the line below the Operation Area shows the pathway you have taken from the Service Manager to your current operation, for example Service Manager > Add Service. Content Area The Content Area is the main part of the screen, and displays the Summary and Details information in each Service. You can create and modify the layout of the Details screen for each Service, using Sostenuto's screen designer. Ticker Area The Ticker Area provides a mechanism to notify users of the system of important information. The ticker area also has two end caps. The left end cap displays the Account Name of the currently logged in user, whilst the right end cap displays the current date and time. The Ticker Area and end cap are shown below. Figure 4: The Ticker Area The contents of the Ticker messages are defined in the Rules area of Service Management and use the Notification ability of either Event or Schedule Rules. Left Navigation Area The Left Navigation Area is a specific area on the left of the Sostenuto screen that is available only within the user defined Services. It displays two drop-down lists. The top one shows Services; the lower one shows Navigation Filters, and its contents change according to the Service you select. Use these to display filtered lists of Service Requests from any Service in Sostenuto. Up to ten Service Requests can be displayed at a time, and additional pages are created if there are more to display. Use the buttons at the bottom of the Left Navigation Area to navigate from page to page to locate a record. The filters in the Left Navigation Area are configurable by the Sostenuto Administrator. Using the Search field at the bottom of the Left Navigation Area you can search the filtered list of records for any field which has been included in the Filter definition. 8

9 SYSTEM MANAGEMENT USER'S GUIDE You can also drag and drop a record from the Left Navigation Area onto a relevant associated field in the Content Area. For example, to log a new Incident quickly, select Add Incident in the Operation Area, select a suitable Contact record in the Left Navigation Area, then drag and drop the record onto an associated Contact field in the Incident Details screen. Right Navigation Area The Right Navigation Area is a specific area that is only displayed within the System Management Service. It provides hyperlinks to areas of configuration which build the Services functionality. The options that you see in the Right Navigation Area depend on whether you select System Management or one of the user-defined services on the System Management summary screen. To navigate between the different configuration elements of a Service, left-click an entry in the Right Navigation Area. 9

10 Introduction Searching Summary Screen Filters The Search field is located on the far right of the System Management Service's summary screens, below the Operations Area. It enables you to search for text across all the columns in the Summary screen. These searches can be carried out in addition to any sorting already performed on columns, such as alphabetical sorting, without disturbing the sort results. Figure 5: Search results for the text string 'relat'. Searches are case-sensitive. You may search for characters or for a text string including spaces. The Search field also supports ALL the special characters used in SQL regular expressions. 1 To begin a search, either click on the Search box or use Ctrl+F to move the cursor from its present position on the screen and into the Search box. Note: You must locate the cursor somewhere in the Summary screen before clicking Ctrl+F, or it will not work. 2 Enter text in the Search box. The text may be all or part of any word or phrase, such as a name or part of a description. 3 Click the Search button or press Enter. When your search string includes any special characters Sostenuto will first evaluate them to see they are part of a SQL regular expression, then treat them as text if they do not conform to SQL syntax and display the following message: 4 The search results are displayed on the Summary screen. The results of a search are retained until you click the Clear Search button. If you move to a different System Management module then return to the Summary you searched, the search results will still be displayed. You can make repeated searches without clearing the search results each time, but searches are always performed on all the records in the current Summary screen, not on the results of previous searches. 10

11 Service Manager When you select the System Management service from the Services bar, the Service Manager > Summary screen is displayed. Figure 6: The System Management Service This is the starting point for configuring your system. The available configuration options are listed in the Right Navigation Area of this screen and in the Operation Area s System Administration menu. The following sections describe these options in detail. 11

12 1. Service Manager Add Service Before any Service can be configured it must be added. Once the Service has been added it may be managed, i.e. have all aspects of its use configured. 1 From the Operations Area, select Add Service. The Service Manager > Add screen is displayed. Figure 7: Adding A Service 2 Enter a Name, Short Name and Description for the Service. The Tooltip Text will be entered automatically and is taken from the Name field by default, but you can edit it if necessary. Note: Once added, the Short Name defined for the Service cannot be changed. This information is used to create the necessary database structure for the new Service, so choose the Short Name with care. 3 The Status options become available after the Service definition has been saved. 4 Click on the down arrow beside the Icon to display the available images for the Service Icon. The icons displayed in the Icon Chooser below are the ones used in the Default Theme. These icons map to corresponding icons in the colour Themes, enabling them to change automatically when a different Theme is selected. Figure 8: Choosing a Service Icon The images provided are issued as starting images only and convey a wide variety of potential uses. See Service Icons for all Themes for a complete list of all assigned and unassigned icons. 5 Select an icon and click Submit, or double-click on the icon to select it for your new Service and close the Icon Chooser. 12

13 SYSTEM MANAGEMENT USER'S GUIDE Note: The Service cannot be enabled without some default configurations, such as Lifecycles, Workflows, etc. They are described later in this document. 6 The Service Request Icons fields hold information about the icon to be displayed for each Service in runtime operations such as the Associations Graph. They should be defined after all other configurations for the Service are completed. The only exception is the My Sostenuto service, which is not displayed in any runtime operations and therefore has no Service Request Icons. Icon field: This is a text field, showing the location of the icon. Note: Icon field must contain a default icon name, such as the Service icon, or the Association Graph will only display a text box showing the Display field text. Display field: This is a text field, showing the location of the label for the icon. See Define a label and an icon for a Service Request for step-by-step instructions to create a Service Request icon. 7 When the Service information is complete click Submit to commit the new Service to Sostenuto. A message in the Operation Results Area notifies you that the Service has been added successfully, and the line below this area now shows Service Manager > [new service s name] > Update. The Service Manager > Summary screen displays the Service details. If any details within the new Service definition are incorrect you can select the record, modify the information and click Save to update the details in the Sostenuto database. 8 Click Close to exit the Service detail screen. The newly created Service is now listed on the Service Manager > Summary screen. 9 You should now restart Sostenuto to allow full configuration of the new Service. View Service From the Main Sostenuto Screen, click the System Management icon on the Services bar. The Service Manager > Summary screen is displayed. Select the Service you wish to view, then either double-click it or click View Service in the Operations Area. The Service's details screen is displayed, which you may update. Enable/Disable Service You can enable or disable all the Services within Sostenuto EXCEPT for System Management. 1 In the Service Manager > Summary screen click the checkboxes in the leftmost column to select the Services that you want to either enable or disable. 2 Click either Enable Service or Disable Service on the Operations Area, as appropriate. 3 The selected Services will be enabled or disabled accordingly. A message in the Operation Results Area tells you if the operation has been successful, and their enabled or disabled status is shown in the Status column. Note that if you select System Management and click Disable Service you will get the following warning: If you select several Services including System Management and disable them, you will only see a confirmation message in the Operation Results Area, but the Status column will show that System Management is still enabled. 13

14 Filter Manager The Filter Manager enables you to define the different views of the Service Request and Task data that are required for each of the Accounts and Groups. Filters are an administrative function within the Service Management area; they provide more structure around the definition of data manipulation. They are normally available only to administrative Accounts, although non-administrative Accounts may still create temporary Filters within the Services specific to their own Account. These temporary Filters are then cleared when the Account logs off from Sostenuto. A Filter is based on a number of different criteria functions, such as Field/Relationship and Value, but is more flexible. They are divided into a number of categories: Navigation, Service Requests, Service Request Histories, Service Request Associations, Tasks, Task Histories, Accounts and Groups. At runtime the user sees Filtered grid components. Each component comprises: A corresponding grid for each different category of Filter. There are grids for Service Request, Task, Navigation etc. A Filter drop-down list. This displays all the Filters of the indicated category for which the user has necessary security rights. Filters are displayed in the drop-down list in order of Filter name. A Create Session Filter button. Use this to specify and create a filter for this log-in session only. A Save Column Widths button. Use this to change the column widths for the current Filter and save them, if you have the necessary rights. Whenever the Filter is used the column widths displayed will be those set by the user. A Set as Favourite button. If you have the security rights, use this to select any Filter and set it as the Favourite Filter for that category of grid. A Refresh button. Use this to refresh the contents of the grid. A Save filter results as CSV (Comma-Separated Values) button. Saves all the grid information in a format which can be copied to an Excel file. Previous, Next, First and Last buttons, and Page X of Y facility. Types of Filter Filters fall into the categories detailed below. Service Request Filters: used to display the list of Service Requests for a Service. Service Request History Filters: used to display the history of the selected Service Request. Task Filters: list the Tasks defined for the selected Service Request. Task History Filters: used to display the history of the selected Task. Service Request Association Filters: list the Service Requests associated with the selected Service Request. Navigation Filters: used to display the Service Requests in the Left Navigation Area. Account Filters: used to display the accounts for the selected account profile in an Account grid. Group Filters: used to display the groups for the selected account profile in a Group grid. The Left Navigation Area has drop-down lists of Services and Navigation Filters. The Service selected in the Service drop-down list controls which Navigation Filters appear in the Filter drop-down list. The Service Requests displayed in the Left Navigation Area depend on the selected Service and Filter. The Account and Group Filters are used to populate the Account and Group fields displayed in the Service Request/Task screens. The Account/Group grid will be displayed if users need to be able to select an Account or Group. The Account or Group Filters will be used to display the Accounts or Groups for the selected Account Profile within either an Account Grid or Group Grid. Displaying Data in a Filter The data displayed in a Filtered grid depends on the favourite Filter. If the user has not defined a Favourite Filter, the default Filter for the Service will be applied (if the user has rights to the default Filter). If the user has not defined a favourite Filter and does not have rights to use the default Filter, the first Filter in the Filter drop-down list is used. The user can select a specific Filter, which will control the data displayed. If a user does not have access to ANY Filter for the Service and category, the Filtered grid will NOT be displayed. 14

15 SYSTEM MANAGEMENT USER'S GUIDE If a Filter is deleted while a user is viewing the data for it, or if the user selects a Filter that has been deleted, a blank grid will be displayed and an appropriate message will appear in the Operation Results Area. If any user had defined that Filter as a favourite Filter, the default Filter is used the next time the screen is displayed. You can also perform a Find or Search operation to locate specific information relating to the Service Requests or Tasks, by creating criteria to be applied on top of the existing Filter criteria. You can save the dynamically created Filter temporarily and it will be available for the session in the Filter drop-down list. The temporary Filter will not be deleted if the base Filter upon which it is built gets deleted, but when you select it a blank grid will be displayed with the appropriate message in the Operation Results Area. Displaying Filtered Data in a Chart You can configure charts to appear on any screen in Sostenuto for Service Request, Service Request History, Task and Task History filters. The following Figure shows a Summary screen which has been configured to display Charts. The charts provide a quick statistical analysis of the data for a given Management Service such as Incidents or Problems, in a graphical format. The statistical information depends on filter configurations and is based on the records in those filters. You can only generate charts for a filter which has a Chart Type defined in its General tab. Figure 9: A Summary screen with different types of Chart Creating New Filters The Filter Manager > Summary screen lists all Filters of all categories defined for all the Services configured in the system. It displays the name of each Filter, its description, the Services for which it is available, its category and whether or not it is a default Filter. Filters are grouped by the Service in which they may be viewed, then listed in alphabetical order. Whenever a new Service is created a number of default Filters are automatically created for each of the major Filter categories, for example, Service Request, Service Request History, Task, Task History and Navigation. A Filter can be viewed in one or more Services. To create a new Filter, either select Filter Manager from the System Administration menu in the Operations Area or select Filter Manager in the System Management Service's Right Navigation Area. 15

16 Filter Manager General tab 1 Select Add Filter from the Operations Area. The Filter Details > Add screen is displayed, with the General tab selected as default. 2 Enter a meaningful Name for the Filter (maximum 30 characters). 3 Enter a Description for the Filter. This is optional and may describe how the Filter is used. 4 Select a Category to indicate the type of Filter to be created. If the Category is Account or Group, a further drop-down menu is displayed from which you can select the Account Profile then proceed to the Field configuration tab on page 19. The Filter will display Accounts/Groups from that Account Profile at runtime, to users with the necessary rights. If the Category is set to Service Request, Service Request History, Task or Task History you enable the Statistic tab. This tab is where you configure the filter to display statistical information in the selected Service's summary screen. You also enable the Chart Type list below. 5 The Chart type drop-down list defines the type of summarisation in this Filter. None: this filter is not used for summary information; the Statistics tab is disabled. Single Series: a single series of statistics, in the form of a Pie chart. Multiple Series: multiple series of statistics, in the form of Bar or Line graphs. You must configure the Statistics tab to create summary information for this Filter. 6 In the Available Services list, highlight the Services for which the Filter will be available. Use the Ctrl key and left-click to select multiple Services. 7 Use the button to transfer the highlighted Services into the Selected Service(s) panel OR use the button to transfer all Services. Use the button to remove a Service from the Selected Service(s) panel OR use the button to remove all Services. Figure 10: Specifying the selected Services 8 Select whether the Filter Contents will include Current data, Archived data or both. The default selection is Current Data. 16

17 SYSTEM MANAGEMENT USER'S GUIDE 9 If you selected Service Request Association as the Category, the following screen is also displayed. Figure 11: Selecting Services for the association Filter As an example of how to use it: The Incidents Service is associated with Contacts and Items. To configure a Filter to view Service Request Associations for the Incidents Service, select Incidents as the Available Service (above) and either Contacts or Items, or both, as the Associated Services (below). Accordingly, at run-time the grid will display records from Contacts or Items or both. Make your selections from the Available Services. Use the radio buttons to select whether the Filter will apply: to Service Requests associated through Primary Associations to Service Requests associated through Secondary Associations to both types of associations. Build an expression 1 Select an Operator from the second panel. The list of Operators depends on the Field selected. 2 Some Operators, such as IS SET, do not need an operand. In most cases a third panel is displayed for you to specify an operand. In that case, click one of the following: Field, then select a field from the drop-down list of fields from the selected Service. Value, then enter a Value depending on the Field and the Operator you selected; possible formats include a text box, a function box, a date picker or a drop-down list for a Field with fixed values such as Sub Category. 3 Click Add to add the first line of Filter criteria. It appears in the bottom panel. Figure 12: Building a Simple Expression 4 If further criteria are to be entered, click the AND/OR radio buttons and repeat the process described above. 17

18 Filter Manager When building expressions you can group together specific types of criteria into a single expression. Highlight the multiple expressions by clicking and dragging across them then click Group. An example is shown below. Figure 13: Expressions with Multiple Criteria 5 Repeat the process above to add further criteria. 6 To change a criterion, click on it in the bottom panel; this populates the top panels. Make the necessary changes and click Update. 7 Click OK when all required criteria have been entered. 18

19 2. 3. SYSTEM MANAGEMENT USER'S GUIDE Field configuration tab The Field Configuration tab allows you to select which fields will be displayed when the Filter results are returned at runtime. 1 Click on the Field Configuration tab. The following screen will be displayed. Figure 14: Setting the Field Configuration If multiple Services were selected in the General tab, the Service drop-down list also appears in the Field Criteria area, showing the Services selected. Only fields COMMON to all those Services will be shown in the Available Fields list. If a single Service was selected, all fields in that Service will appear in the list. 2 In the Available Fields list, highlight the fields to be selected. Use the Ctrl key and left-click to select multiple fields. 3 Use the button to transfer the highlighted fields into the Selected Display Fields list OR use the button to transfer all fields. Use the button to remove a field from the Selected Display Fields list, OR use the button to remove all fields. Figure 15: Configuring the Field Selection Note: Fields can be displayed within a Filter as either text or graphic. Highlight the selected field and click the Graphic radio button to display an image as specified for the field. 4 Use the or button to change the order in which fields will appear in the grid. 5 If the Service drop-down list is displayed, select the Service against which you will be entering criteria. 6 Click Edit to start building the Filter criteria, as explained in Build an expression (page 17). 19

20 Filter Manager Field Sort Order tab The field sort order is used to specify the sort order of each field displayed by the Filter, and the sequence in which they appear in the filter grid. Click on the Field Sort Order tab to display the following screen. Figure 16: Setting the Field Sort Order Follow this process for each field in the Available Fields list: 1 Select the field and click the appropriate radio button to sort it in either Ascending or Descending order. You can make multiple selections using the Ctrl key and left-click. 2 Click Add to add the field to the right-hand list. 3 Use the or button to change the order in which fields will appear. When all the fields have been selected, click Submit to submit the new Filter details, then click Close to finish configuring the Filter. 20

21 SYSTEM MANAGEMENT USER'S GUIDE Statistics tab The Statistics tab enables you to configure the statistical summary that will be displayed for this Filter. 1 Click on the Statistics tab. The following screen is displayed: 2 In the Title field, enter a meaningful title for the Filter's statistics. This will be displayed as the title of the chart at runtime. 3 The Series Field is only enabled if you selected Multiple Series as the Chart Type in the General tab. From the Series Field drop-down list EITHER select the fields for the filter OR select None to define a single series of statistics. This then overrides the Multiple Series selection in the General tab. 4 Series Part is used when the Series Field contains a date. Dates may be sorted in one of the following sequences : YYYY YYYY-MM YYYY-MM-DD YYYY-MM-DD HH 5 Use the drop-down list to select the sort sequence. The default sequence is YYYY. 6 Select the Summarised Field from the drop-down menu. All the records in the filter will be grouped according to their values in this field. 7 Summarised Part becomes available when the Summarised Field contains a date. Dates may be sorted in one of the following sequences : YYYY YYYY-MM YYYY-MM-DD YYYY-MM-DD HH 8 Use the drop-down list to select the sort sequence. The default sequence is YYYY. 9 Select a Value Field and a Function if you want to display a summarised value at the end of each group of records. The functions available depend on the selected Value Field. The examples below show how your selections are used to create charts. 21

22 Filter Manager Pie Chart: Title Value Field: Release ID Filter Name Summarised Field: Priority Figure 17: Example of a Pie Chart Line Chart: Title Value Field: Incident ID Summarised Field: State Series Field: Priority Filter Name Figure 18: Line chart showing Incidents by priority/state 10 Click Submit. Creating Single Series Bar Charts You cannot display a Bar chart for a Chart Type of Single Series. However, if you need to create a Bar chart for a single series of information, use the following settings in Filter Manager: In the General tab, set Chart Type to Multiple Series In the Statistics tab, set Series Field to None. In Screen Manager, add this chart with Type set to Bar, as outlined above. Creating and displaying Charts Follow these steps to create and display charts. 1 In Filter Manager: Enable the filter for statistics. To do this you must select a Chart Type on the General tab to enable the Statistics tab: Single Series Chart: offers statistics based on two fields. Multiple Series Chart: usually offers statistics based on three fields, such as Incident statistics based on Priority and State. 2 In Screens: Use the Chart element from the Companion Pick List to define the chart's characteristics on the Service's Summary screen. Usually, a Single Series Chart may only be defined as a Pie Chart; Multiple Series charts are defined as Bar Charts or Line Charts. See Creating Single Series Bar Charts (above) for the exception to this rule. 3 At runtime: Once a chart has been configured all the suitable filters from the current Service and other Service may be viewed there. The display defaults to the first filter in the drop-down list and remains the same until the user selects another filter. 22

23 SYSTEM MANAGEMENT USER'S GUIDE These examples of Charts show the Statistics tab fields' settings. In both Charts, the Function field is set to Count. Pie Chart: Title Value Field: Release ID Filter Name Summarised Field: Priority Figure 19: Example of a Pie Chart Line Chart: Title Value Field: Incident ID Summarised Field: State Series Field: Priority Filter Name Figure 20: Line chart showing Incidents by priority/state Copy Filter To speed up the process of creating Filters that are similar to existing ones, use Copy Filter. Select Filter Manager from the Right Navigation Area or from the System Administration menu in the Operations Area. In the Filter Manager > Account Profile > Summary screen you can copy one or more filters, by checking the box beside the name of each Filter you want to copy and clicking Copy Filter in the Operations Area. In the Filter Details > Update screen, click Copy Filter in the Operations Area to copy the current filter. A copy of each selected Filter is created, called 'Copy (n) of [Filter name], where (n) shows the number of copies that have the same name. The maximum length of a filter name is 30 characters, so the copy's name may be truncated. This message is displayed: The new Filters are listed in the grid in alphabetical order of Filters for the Service where they were copied. To edit a Filter, double-click on it, or highlight it and click View Filter on the Operations Area. Delete Filter You can delete a Filter from the Filter Manager > Account Profile > Summary screen, by checking the box in the grid beside the Filter's name and clicking Delete Filter in the Operations Area from the Filter Details > Update screen, by clicking Delete Filter in the Operations Area. The following screen will be displayed: 23

24 Filter Manager Click Yes to delete the Filter or No to keep it. Once deleted, a Filter cannot be retrieved but must be recreated again manually. Note: This physically deletes the Filter from the database table. View Filter To view or edit a Filter: 1 In the Filter Manager > Summary screen highlight the Filter you wish to view. 2 Either double-click on the Filter, or click View Filter on the Operations Area. 24

25 Account Manager When managing individual user accounts for internal staff who will be using Sostenuto, a default User Management Service is provided. The User Management Service captures basic information about the user including the username, full name, initial password and so on. Any records in the User Management Service are ready to be used as Accounts within Sostenuto without any further configuration. Indeed, the Sostenuto User Management Service provides a single Administrator Account so that changes may be made. The User Management Service has a number of elements configured so that the Service operates as an Account Service. These elements are described within this section and include: Account Profile Access Point Groups Accounts These configuration elements allow any user-defined Service within Sostenuto to be Account-enabled. This powerful aspect of Sostenuto provides a high level of flexibility that includes the ability for the Sostenuto Administrator to fully control how a user of Sostenuto will access the product. The User Management Service is really a user-defined Service; it is only provided as a default service so that it can contain a single Administrator Account ready for further configuration. However, this User Management Service may be modified to provide a more specialised implementation based on an organisation's requirements. Communities A Community is defined as a group of users. There are five Communities defined in the system: Sostenuto Self Service Users (Chameleon and Iguana Users) Self Service Others (Chameleon and Iguana Contacts) API Mail Processor The matrix below lists the Communities and the applications they can access. INTERFACES COMMUNITIES Sostenuto Self Service Users Self Service Others Mail Processor API Sostenuto YES YES YES YES YES Self Service Users NO YES NO NO YES Self-Service Others NO NO YES NO YES Mail Processor NO NO NO YES NO API NO NO NO NO YES For example, the Mail Processor and API Communities can only access their own applications; a user in the Sostenuto Community can access Sostenuto and every other application; a user in the Self Service Users Community can access the Self Service Users and API applications, but not Sostenuto. Communities are enabled or disabled through Licence Manager (see page 73). When a Community is disabled its users cannot access any application, but other Communities can still access the application associated with that Community. For example, if the Self Service Others Community is disabled, users in the Sostenuto Community can still access the Self Service Others applications (Chameleon and Iguana). Every user account in the system will be tagged with one Community ID. You can tag at Account, Group or Access Point level. There is no explicit tagging at Account Profile level but each Account Profile is associated with a single Access Point which must be tagged for a Community, so the effect is the same. 25

26 Account Manager The precedence of tagging is as follows: 1: Account If a Community is tagged at the Account level, the Group and Account Profile level setting is ignored. 2: Group If no Community is specified at the Account level (i.e. value of None ), the Group level setting is considered. 3: Access Point/Account Profile If no Community is specified at the Account and Group level (both are set to 'None'), the Access Point level setting is considered. If no Community is specified at any level, a default Community of Sostenuto is assigned. The two types of user licence available to Sostenuto Communities, and their associated applications, are named and concurrent. Each Community will have a pool of each licence type. When a user logs in one licence will be used from the named pool or the concurrent pool, depending on the user s account definition. Account Profile An Account must be defined before it can access Sostenuto. Any Service within Sostenuto can be configured so that its records (Service Requests) represent Accounts. This means that Accounts can be supported within Sostenuto for a wide range of Services such as Internal Support Agents, Contacts, Departments or Items. In order to do this, Sostenuto must support a default User Management Service, which holds one default Administrator Account. A default Account Profile is also provided, which defines the User Management Service as its Access Point. An Account Profile contains the following information: Account Profile Definition: Name, Description, Service for which this profile is set up and number of user licenses that are distributed for the profile. Login Details: Account Name (combination of one or more Service fields), Account Description (combination of one or more Service fields), Password field, Password change frequency and Prompt reminder before password expiry. Account Rules: Define password update rule: with the password update rule, you will be able to set a default password for all the Accounts in the system. Define notification rule: the notification rule would send notification to all Account holders providing them with the information about their Account name and password for accessing the system. Account Mappings: Store the mappings for Account maintenance screens and Operations, because the Account screens are user-defined. The references of the screens are invoked for adding and updating an Account, and the Operations that are to be performed when Submit is used in screens. Each Account Profile will have a specified Primary Group. This is used as the default Primary Group assigned to any Account added to that Account Profile; it is essentially a way to avoid having to set the Primary Group individually for every Account holder. An Account Profile will always map to one Service, and a Service can only have one Account Profile defined for it. Each Account Profile has a single Access Point, which defines the login page and URL it uses to access Sostenuto. The Access Point also defines the Community to which the Account Profile belongs, and thus defines which applications it can use. Creating an Account Profile The following example outlines the steps in creating an Account Profile. It assumes that a Contact Management Service has been defined within the Sostenuto implementation. Select Account Manager from the Right Navigation Area or from the System Administration menu in the Operations Area. A list of Account Profiles will be displayed. Figure 21: Viewing the Summary of Account Profiles Any existing Account Profiles will be displayed within this summary screen. In the example above, the pre-configured Account Profiles for the User Management and Contacts Service are displayed. 26

27 SYSTEM MANAGEMENT USER'S GUIDE General tab 1 Click Add Profile in the Operations Area. The following screen will be displayed, with the General tab selected as default. Figure 22: Adding an Account Profile 2 Enter a Name and Description for the Account Profile. The description is optional, but you should enter details of the Account Profile's purpose. 3 Select from the drop-down list the Service for which the Account Profile is configured. Figure 23: Setting the Service 27

28 4. Account Manager Login Configuration tab Change to the Login Configuration tab. The following screen is displayed. The available fields depend on the Service you selected in the General tab. Figure 24: Defining the Login Configuration This tab enables you to define the field mappings used to form the Account information, i.e. the Account Name, Account Description and Password. Select the appropriate fields for the Account Name and Account Description as shown below: Figure 25: Select the Account Fields The fields that have been added for the selected Service are available at this point for the configuration of the login credentials, i.e. the username and Password. 28

29 5. SYSTEM MANAGEMENT USER'S GUIDE Password Configuration and Rules 1 To set the Password Configuration: Select the field to be used as the initial Password Specify the frequency by which a Password must be changed, as shown below: Figure 26: Setting the Password Configuration The Prompt to change Password parameter allows you to specify the number of days in advance a user will be prompted that their password is due to expire. The Mailbox field is used for optional integration with Microsoft Exchange Server; it can be mapped to the field containing the physical name of the Account's mailbox. If company policy dictates that the mailbox name is the same as the Network Login field in the Account record, then the Network Login field can be re-used; in some cases the two may be different, and for this reason the physical mailbox field can be specified here to be used as part of the login process to the Exchange Server if configured. 2 Check Are the password changes to be tracked? to enable the password verification options. Figure 27: Track Recent Password Use Check Verify All Passwords to prevent a user re-using any old passwords. Check Verify the last [n] Passwords to prevent the user re-using only the last n old passwords then enter a value for n in the box. 29

30 Account Manager Account Mappings tab The Account Mappings tab allows you to define Account handling Operations and the Screens which map to them. This is needed because the user-defined Services for which you create Account Profiles may be called different things, due to the flexibility in Sostenuto's design. The following screen will be displayed: Figure 28: Setting the Account Mappings 1 Set the Mapping for Add Account Screen as shown below: Figure 29: Add Account Mapping From the list of available screens, select the screen that is used (within the Contact Workflow) to add a new Contact. 2 Set the Mapping for Add Account Operation as shown below: Figure 30: Select Operation for Add Account There is only one option in this list unless you are configuring the Account Profile for Contacts, in which case you can choose between adding an Employee or a Third Party Contact. 3 Set the Mapping for Update Account Screen as shown below: Figure 31: Map the Update Account Screen From the list of available screens, select the screen that is used (within the Contact Workflow) for updating a Contact. 30

31 6. SYSTEM MANAGEMENT USER'S GUIDE 4 Set the Mapping for Delete Account Operation as shown below: Figure 32: Set the Delete Account Mapping Only one Operation should be available within this list. The appropriate Operation is set by default when you select the Account Mappings tab. 5 Click Submit to add the new Account Profile for the selected Service. A message on the Operation Results Area tells you whether the operation has been successful. 6 When the Account Profile has been added successfully: a Primary Group called Everyone in [new Account Profile Name] is created on the General tab; additional password parameters now become available for configuration, as explained in Setting Default Values for Passwords. Setting Default Values for Passwords When a new Account Profile has been added successfully, additional password parameters become available on the Login Configuration tab. These include options to set default values for Account Passwords and to define Notification Rules for the new Accounts created by the Account Profile. 1 Select the Login Configuration tab and check Set Default Password? within the Define Password Update Rule as shown below: Figure 33: Specifying a Default Password 2 Type an appropriate password that can be used initially by the Account. 3 Checking the Set Default Password? option also enables a section called Trigger Password Update Rule as shown below: Figure 34: Updating All Passwords 4 Once a Default Password has been defined, click Update Password to set the default Password for all Accounts within the Account Profile. 5 Click Define Rule... to inform the Contacts of their new Account information: Figure 35: Defining Notification Rules 6 A Notification Rule defines the interface and locale for Accounts to receive notifications, and the format of the notifications: Define Rule invokes the Account Rules pop-up. This is a cut-down version of the Notification Rule builder used for Business Rules (see page 161) in System Manager. 31

32 7. Account Manager Figure 36: Constructing the Notification Message For more information on setting Notification Rules please refer to Business Rules on page Once a Notification Rule is defined you can send the notification by clicking Notify Accounts as shown below: Figure 37: Sending the Notifications 8 Click Save, then click Close to exit back to the Account Profile Summary screen. The new Account Profile is now listed in the Account Manager > Account Profile > Summary screen. Deleting an Account Profile You can delete an Account Profile from the Account Manager > Account Profile > Summary screen, by checking the box in the grid beside the Account Profile's name and clicking Delete Profile in the Operations Area from the Account Manager > Account Profile > Update screen, by clicking Delete Profile in the Operations Area. The following screen will be displayed: Click Yes to delete the Account Profile or No to keep it. Once deleted, an Account Profile cannot be retrieved but must be recreated again manually. Note: This physically deletes the Account Profile from the database table. 32

33 SYSTEM MANAGEMENT USER'S GUIDE View Profile You can view an Account Profile by selecting it in the Account Manager > Account Profile > Summary screen, then either double-clicking it or clicking View Profile in the Operations Area. The Account Profile's details screen is displayed, which you may update. Enable/Disable Account Profile's Accounts You can enable or disable all the Accounts within an Account Profile by using the appropriate commands in the Operation Area. 1 In the Account Manager > Account Profile > Summary screen click the checkboxes in the leftmost column to select the Account Profiles that should have their Accounts either enabled or disabled. Click the box beside the column header to select all the records together. Figure 38: Selecting an Account Profile 2 Click either Enable Profile's Accounts or Disable Profile's Accounts within the Operations Area as appropriate. 3 The Accounts within the selected Account Profiles will be enabled or disabled accordingly. A message in the Operation Results Area tells you if the operation has been successful. Access Points An Access Point is the URL or path by which a user accesses Sostenuto in their web browser. This URL may be implemented as a hyperlink on a web page or provided as a URL for the user to enter manually (and store in their 'Favourites' folder, or as their default start page). Also associated with an Access Point is the Login screen. You may modify the look of the Login screen as appropriate for the Access Point defined for the Account Profile. Any organisation that implements Sostenuto needs to cater for the different types of users that may access the application. A typical organisation may have its own internal Support Agents but at the same time provide separate access to its clients and perhaps a third party supplier. In order to cater for different types of user accessing Sostenuto, an Access Point must be created for the associated Account Profile, so that its Accounts can access Sostenuto. An Access Point directly maps to one Account Profile. In this scenario it could be assumed that three Services represent these different user Communities: User Management Contact Management Third Party Management. Creating an Access Point Only one Access Point may be created for each defined Account Profile. The process of defining an Access Point for an Account Profile is described below. 1 In the Service Manager > Summary screen of the System Management Service, select Account Manager from the Right Navigation Area. The following screen displays existing Account Profiles. Figure 39: Viewing the Summary of Account Profiles 33

34 8. Account Manager 2 Select the Account Profile that is to be configured with a new Access Point. 3 Click Access Point in the Right Navigation Area. The following screen will be displayed: Figure 40: Creating an Access Point If an Access Point has already been defined for the selected Account Profile, its details will be displayed on the screen. 1 Enter a Name and Description for the Access Point. The description is optional, but we recommend that you describe in detail the purpose of the Access Point. 2 Enter the name of the Login Page that Sostenuto will use to capture the Account credentials of the user, in the format [page name].html. The Login screen is the first screen displayed to the user. The Login page for Sostenuto contains Account Name and Password fields. 3 Type the URL of the Access Point in the following format: /[ApplicationName]/servlet/[ServletName] The keyword servlet must be present in the URL. Note: While Sostenuto always handles the URL in the same manner, different Application Servers have differing methods of implementation; refer to the Sostenuto Installation Guide for more information on defining Access Points in different Application Servers. 4 Select the Status of the Access Point: either Enabled or Disabled. 5 Specify any Single Step Sign-on requirements by selecting the appropriate Authentication Mode and checking Enable Single Sign-On: Figure 41: Single Step Sign-on See Authentication Manager on page 78 for more information. Information configured in the Authentication Manager is displayed in this screen when you configure Access Point information for the selected Account Profile. 6 Select the Community to which the Account Profile which uses this Access Point belongs. If you set it to None the Group level tag will be used. See Communities (page 25) for an explanation of tagging precedence. 7 Click Submit to commit the new Access Point to the Account Profile. 8 Click Close to return to the list of defined Account Profiles. Delete Access Point To delete the Access Point for a selected Account Profile 1 In the Service Manager > Summary screen of the System Management Service, select Account Manager from the Right Navigation Area. 34

35 SYSTEM MANAGEMENT USER'S GUIDE 2 In the Account Manager > Account Profile > Summary screen, select the appropriate Account Profile. 3 Click Access Point in the Right Navigation Area to display the Access Point's detail screen. 4 Click Delete Access Point in the Operations Area. The following screen will be displayed: 5 Click Yes to delete the Access Point or No to keep it. Groups Each Account Profile defined within Sostenuto has one or more Groups defined for it. When a new Account Profile is created, a default Group is created called Everyone in [Account Profile]. This Sostenuto-created default Group and its properties cannot be deleted, and all Accounts defined within the Account Profile belong to the Everyone in [Account Profile] Group. You can explicitly assign Accounts to one or more Groups within the Account Profile. An Account defined within one Service cannot belong to a Group in another Service; that is, an Account in one Account Profile cannot belong to a Group from another Account Profile. Essentially a Group is a collection of Accounts with common properties and Workflows. A Group holds the following information: Group Properties: Name, Description, Language, Location, Locale, Time Zone, Ticker, Allow Save Column Widths and Allow Save Favourite Filter. Service Configuration: This stores the default Services available to the Group, the default Workflow to be followed for the Service and the default Operation Area Format for the Group. The order of Services and the default Service of the Group are defined here. All Account holders belonging to the Group will inherit the properties of the Group. Account Configuration: This is a list of Account Details in that Service that belong to this Group. It also identifies the Accounts which have this Group as their Primary Group. Each Account has one Primary Group only; the Primary Group is the Group from which the Account inherits those properties which are not specified at Account level: It identifies the Services available to the Accounts belonging to the Primary Group. It identifies the default Workflow and Operation Area Formats for each of the Services available to the Primary Group. If a particular Account is specified in the Owned by Account field of a Service, its Primary Group is specified in the Service's Owned by Group field. It controls the Group-specific properties for the Account holder, which include the Location, Language, Locale, Time Zone, etc. By default, the Everyone in [Account Profile] Group is marked as the Primary Group for an Account Profile (and hence for the Accounts). Only one Primary Group can be set for an Account Profile. You can make any Group the Primary Group in the Account Profile. Adding a Group To add a new Group within Sostenuto follow the steps outlined below: 1 In the System Management Service, select Account Manager from the Right Navigation Area or from the System Administration menu. 2 Select the appropriate Account Profile from the displayed Summary list. 35

36 Account Manager 3 Select Groups in the Right Navigation Area. The [Account Profile] > Groups > Summary screen will be displayed, showing the default Everyone in [Account Profile] Group and any currently defined Groups. Figure 42: Viewing Groups General tab 1 Click Add Group in the Operations Area. The following screen will be displayed, with the General tab selected as default. Figure 43: Adding New Groups 2 Enter a Name and Description for the Group. The description is optional, but it is recommended that you describe the purpose of the Group in detail. 3 Select the appropriate Authentication Mode from the drop-down menu. If you have already set Authentication Mode at the Access Point level (page 33) and you want to use Sostenuto login for this Group, set Authentication Mode to Sostenuto. If you set Authentication Mode to None, the Authentication Mode set at the Access Point level will be used. Everyone in the Group can now log in using their LDAP information. See Authentication Manager on page 78 for more information. 4 Select the Community to which the Group belongs. If you set it to None the Access Point/Account Profile level tag will be used. See Communities (page 25) for an explanation of tagging precedence. 36

37 SYSTEM MANAGEMENT USER'S GUIDE 5 Select the relevant Group Properties for the selected Group, from the drop-down menus for Language, Location, Locale and Time Zone. 6 Select any Special Rights required for Accounts in this Group: to change and save column widths in grids to select and save a Favourite Filter, if Filters are available to save a Personal Filter. 7 Set the Sostenuto Ticker to be On or Off. Service configuration tab 1 Select the Service Configuration tab. The following screen is displayed. Figure 44: The Group Service Configuration All account holders which have this Group as their Primary Group will inherit the Group's properties. 1 From the Select Service drop-down list select the Service that will be available for the Group. 2 From the Select Workflow drop-down list select the Workflow to be used with this Service. 3 From the Select Operation Area Format drop-down list select the Operation Area Format to be used with this Service. 4 Click the Add button. Repeat this process for all Services that will be available for this Group. 37

38 Account Manager Use the or button to change the order in which the Services will appear in the Services bar when a user accesses Sostenuto. Figure 45: Adding the Service Configuration Account Details tab Click on the Account Details tab. The following screen will list all existing accounts. Figure 46: Adding Accounts to Groups An Account may belong to more than one Group. You can also specify whether that Group is to be the Primary Group for the selected account(s). 1 Check the box beside each Account Name you wish to add to the Group. 2 Use the button to transfer the highlighted Accounts into the Selected Account(s) panel OR use the button to transfer all Accounts. 3 Use the button to remove an Account from the Selected Account(s) panel OR use the button to remove all Accounts. 4 Check the Primary Group box to select this as the Primary Group for the selected Accounts. 5 Click Submit to commit the new Group to the Account Profile configuration. 6 Click Close to exit and return to the [Account Profile] > Groups > Summary screen. Deleting a Group You can delete a selected Group record in two ways. 38

39 9. SYSTEM MANAGEMENT USER'S GUIDE 1 In the [Account Profile] > Groups > Summary screen, click the checkbox beside the Group record and click Delete Group in the Operation Area. 2 In the Group's detail screen, click Delete Group in the Operation Area. In both cases the following screen will be displayed: 3 Click Yes to continue to delete the selected Group, or No to keep the Group. Note: The Group is logically deleted, but it is not physically removed from the database table. View Group To view a Group: 1 Select Account Manager in the Right Navigation Area of the System Management Service. 2 Select the appropriate Account Profile in the Account Manager > Account Profile > Summary screen, then click Groups in the Right Navigation Area. 3 Select the Group in the [Account Profile] > Groups > Summary screen, then either double-click it or click View Profile in the Operations Area. 4 The Group's details screen is displayed, which you may update. Enabling/Disabling a Group's Accounts It is possible to either enable or disable all the Accounts within a Group, using Enable Group's Accounts or Disable Group's Accounts in the Operation Area. 1 In the [Account Profile] > Group > Summary screen, check the box beside each Group containing Accounts to be enabled/disabled. Check the box beside the column headings to select all the Groups. 2 Click Enable Group's Accounts or Disable Group's Accounts in the Operations Area, as appropriate. 3 The Accounts within the selected Groups will be enabled or disabled, depending on the option selected. A message in the Operation Results Area tells you whether the Operation was successful. Accounts Within Sostenuto an Account is physically represented as a Service Request within an Account-enabled Service/Service for which Accounts have been defined. However, an Account has properties of its own in addition to the Service Request properties. By default, when an Account Profile is created, all Service Requests within that Service are converted into Accounts and belong to the default Everyone in [Account Profile] Group for that Service. They inherit the properties of this Group and other Groups that they belong to; Accounts can belong to more than one Group. An Account stores information defined by the Service with the following additional fields: 39

40 Account Manager Account Properties: SYSACCOUNTNAME, SYSACCOUNTDESC, Status (Enabled/Disabled), Language, Location, Locale, Time Zone, Ticker, Allow Save Column Widths and Allow Save Favourite Filter and Full Administrative Rights. Both the name and description are computed depending upon the Service field configuration specified in the Account Profile definition (see page 27). Service Configuration: This stores the default Services available to the Account, the default Workflow to be followed for the Service and the default Operation area format. The order of Services and the default Service of the Account is defined here. Groups Configuration: This is a list of Groups to which the Account belongs and the Primary Group for that Account. An Account can belong to more than one Group. In Sostenuto there are two types of Accounts: Administrator/User: These are user-defined Accounts. A user can perform administrative functions based on the security rights set for that user in the System Management module. In a Profile's Accounts > Summary screen the Accounts with Administrator rights are shown against a green background. System: These are system-shipped Accounts. Modules such as Rules and Service Level Agreements use these types of Accounts. Activities that are performed by the system use these Accounts and they cannot be modified. Full Administrative Rights can be passed on to other user Accounts within Sostenuto; these rights are separate from Security Rights (the combination of Functional and Access rights). An Account with Full Administrative Rights has complete and unconditional access to all areas of Sostenuto; but it also keeps its Functional/Access rights, and reverts to them if the Full Administrative Rights are revoked. Add Account When a new Account is added to Sostenuto it needs to inherit the Service configuration of the Group to which it belongs. The procedure described below ensures that it will do so. 1 In the System Management Service, select Account Manager from the Right Navigation Area. The Account Manager >Account Profile > Summary screen is displayed. 2 Highlight the appropriate Account Profile and click Groups in the Right Navigation Area. The [Profile name] > Groups > Summary screen is displayed. 3 Highlight the Group which the new Account will have as its Primary Group, and click Accounts in the Right Navigation Area. Figure 47: The Account Summary Screen Note: Accounts with full Administrator Rights are shown against a green background. 4 Click Add Account on the Operations Area. The Add Account screen will be displayed. 40

41 10. SYSTEM MANAGEMENT USER'S GUIDE Figure 48: One possible format for the Add Accounts screen Note that the screen's appearance depends on the selected Account Profile; change the screen as required by selecting the User Management record in the Service Manager > Summary screen and choosing Screens in the Right Navigation Area. See Screen Management on page 109 for more information. 5 Complete the relevant details for the new Account. 6 Click Submit to create the Account. Sostenuto then checks with the Account Profile to determine which Operation is to be performed. When it has been performed successfully, the new Account is displayed in the Accounts > Summary screen. 41

42 11. Account Manager Service Configuration tab Select the Service Configuration tab. This screen is used to define the Services available to the Account, the default Workflow and Operation Area Format for the Service. The order of Services and the default Service for the group are defined here. Any Service configuration modified at the Account level will override the one inherited from the Group to which the Account belongs. If no Service Configuration has been defined for the Everyone in <Account Profile> Group the following screen will be displayed, otherwise the Account will inherit the rights of the Primary Group to which it was added. Figure 49: Setting the Service Configuration 1 Select the Service that will be available for the Account. 2 Select the Workflow to be used with this Service. 3 Select the Operation Area Format to be used for this Service. 4 Click Add. 5 Repeat this process for each Service to be made available for this Account. 6 Use the and buttons to change the order in which the Services appear on the Services bar when the Account accesses Sostenuto. Figure 50: Adding the Service Configuration 42

43 SYSTEM MANAGEMENT USER'S GUIDE Group Details tab Click on the Group Details tab. The following screen will be displayed, showing the Groups available to this Account. Figure 51: Configuring the Groups An Account can belong to more than one Group. You can also define which Group is the Primary Group for the selected Account. 1 Use the button to transfer the desired Groups into the Selected Group(s) panel OR use the button to transfer all Groups. 2 Use the button to remove a Group from the Selected Group(s) panel OR use the button to remove all Groups. The Everyone in <Account Profile> Group cannot be removed from the Selected Group(s) for the Account. 3 When all appropriate Groups have been allocated to the Account, set the Primary Group for the Account from the drop-down list. 4 Click Save to update the new Account information. 5 Click Close to exit and return to the [Account Profile] > Everyone in [Account] Profile> Accounts > Summary screen. Delete Account You can delete selected Account records in two ways. 1 In the [Account Profile] > Everyone in [Account Profile} > Accounts > Summary screen, click the checkbox beside the record and click Delete Account in the Operation Area. 2 In the Account's detail screen, click Delete Account in the Operation Area. The following screen will be displayed: 3 Click Yes to continue to delete the selected Account, or No to keep the Account. Once deleted, an Account cannot be retrieved but must be recreated manually. Note: The Account is logically deleted, but it is not physically removed from the database table. View Account To view an Account: 1 Select Account Manager in the Right Navigation Area of the System Management Service. 2 Select the appropriate Account Profile in the Account Manager > Account Profile > Summary screen, then click Groups in the Right Navigation Area. 43

44 Account Manager 3 Select the Account in the [Account Profile] > Everyone in [Account Profile] > Accounts > Summary screen, then either double-click it or click View Profile in the Operations Area. The Account's details screen is displayed, which you may update. Enable/Disable Account You can enable or disable Accounts using Enable Account or Disable Account within the Operation Area. 1 In the [Account Profile] > Everyone in [Account Profile} Accounts > Summary screen click the checkbox beside each Account you wish to enable or disable. Check the box beside the heading to select all the Accounts. Figure 52: Enabling/Disabling Accounts 2 Click Enable Account or Disable Account in the Operation Area as appropriate. The selected Accounts will be enabled or disabled, depending on the option selected. A message in the Operation Results Area tells you whether the Operation was successful. Considerations before Changing an Account's Properties When you add an Account it inherits the configuration of its Primary Group. If any change is made to the Primary Group's configuration, all the Accounts which belong to the Primary Group inherit that change automatically. The Account will always inherit its Primary Group's configuration unless you change one of these areas of the General tab: Authentication Mode Community Licence Type Properties Special Rights Ticker. After that, you will have to update the individual Account's properties to match any changes made to the Primary Group. Note: If you use Licence Manager to select the account for a named licence, the Account will continue to inherit its Primary Group's configuration, even though the Licence Type field is updated. The Account only stops inheriting if you use Account Manager to change the Licence Type. Changing an Account's Properties To change an Account's properties navigate to the [Account Profile] > Everyone in [Account Profile} Accounts > Summary screen. Select the account you wish to change and click Change Properties in the Operation Area. This screen is similar to the Group Properties screen and allows the configuration of appropriate Account Properties. These properties override the ones inherited from the Group level. 44

45 12. SYSTEM MANAGEMENT USER'S GUIDE Figure 53: Changing an Account's Properties 1 Change the Account Name if you want it to match the Login Name used with LDAP. 2 Select the appropriate Authentication Mode from the drop-down menu. If you have already set Authentication Mode at the Access Point level (page 33) or at Group level (page 36) and you want to use Sostenuto login for this Group, set Authentication Mode to Sostenuto. If you set Authentication Mode to None, the Authentication Mode set at the Access Point level or at Group level will be used. Everyone in the Group can now log in using their LDAP information. You can change the Account Name to match the Login Name used with LDAP. See Authentication Manager on page 78 for more information. 3 Community shows the Community to which this Account belongs. If this field is set to None it means that the Account's Community is set by the Group or Account Profile to which the Account belongs. If you select a Community for this Account, that setting will take precedence over the Group's or Account Profile's setting. See Communities on page 25 for an explanation of Community precedence. 4 Licence Type shows the type of licence assigned to this Account; the default type is Concurrent. Named licences are intended only for specified users who need constant access to Sostenuto, such as Service Desk staff. When you set the Account's Licence Type to Named, the Account name is added to the Selected Accounts grid in the Licence Manager Summary screen. See Licence Manager for more information about Account types. 5 Select the relevant properties for the Account from the drop-down menus for Language, Location, Locale and Time Zone. 6 Select any Special Rights required for Accounts in this Group: to grant full Administrative Rights to save column widths in grids to select and save a Favourite Filter, if Filters are available to save a Personal Filter. Figure 54: Setting Special Rights 7 Set the Sostenuto Ticker to be On or Off. 45

46 Account Manager Change Account Password To change an Account's password: 1 Select Account Manager in the Right Navigation Area of the System Management Service. 2 Select the appropriate Account Profile in the Account Manager > Account Profile > Summary screen, then click Accounts in the Right Navigation Area. 3 Check the box beside the Account you want to update, then click Change Account Password in the Operations Area. The Change Password dialog box is displayed. Enter the new password in both fields of the screen, and click Submit. A confirmation message is displayed in the Operation Results Area. 46

47 SYSTEM MANAGEMENT USER'S GUIDE View References To find out quickly where a specific record is referenced in the configuration use View Reference, the reference look-up feature. It displays the number of records in the system that use the selected record. Use View References to display the number of records that refer to a selected Account: Area Tab Type Lifecycles: Workflows: Rules: Lifecycle criteria Workflow entry criteria Validations: Event/Schedule: Field Validation Field Rule Entry Criteria Criteria Field Update Triggered Operation parameters Notification Interface Mappings: Interface Mappings Rule Entry criteria Filters: Filter Configuration Selected Display Fields Account Manager (Groups) All Runtime Services Groups to which the Account belongs Services where reference occurs Field containing reference Number of references Category of record: Filter Criteria Service Request History Table Task Table Task History Table You cannot display the details of the listed records; however, selecting Runtime Services in the left panel shows. This is demonstrated in the following screenshot. To list references to an Account: 1 Select the Account in the [Account Profile] > Everyone in [Account Profile[ > Accounts > Summary screen. 2 Click View References on the Operations Area. 47

48 Account Manager A grid similar to this is displayed: Figure 55: View all the instances of this account being referenced in runtime services. 3 Click on a folder in the left panel to list its contents in the right panel. You cannot display the details of the listed records. The refresh button returns you to the first folder in the left panel. The View References window is independent of Sostenuto; you can continue to work in Sostenuto once it is opened and it stays open until you close it or end the session. The information displayed does not change when you select a different module in the Right Navigation Area. Positioning My Sostenuto The My Sostenuto Service is available to every user as the first Service in the Services Bar. To move it to another position, select it from the Select Service drop-down list, then click Add to add it to the grid of available Services. It can then be positioned using the or buttons. Configuring Sostenuto for multiple timezones Schedule rules run according to the time in the selected timezone of the Administrator who created or updated the rule. To run a Schedule Rule in a timezone other than the Administrator's, create an administrator account for this other timezone and use the account to administer the Schedule Rules. For example, the ADMINISTRATOR HONG KONG account would create the Business Rules for the Hong Kong timezone. Note: You MUST log on as Administrator for the selected timezone to administer Rules for that timezone. 48

49 Security Manager After the relevant Account and Group structures have been created, you can define security rights for the different areas, including access to Operations and Fields. Within System Management a specific area called Security Manager controls the Security Rights of Sostenuto users. Security Rights are based on three levels; the Account Profile, the Group and the specific Account. Defining Security Rights for an Account Profile applies those Security Rights to all the Accounts within that profile. If an Account belongs to more than one Group, its effective Security Rights are based on the inherited rights of all the Groups that it belongs to. If any of these Groups is specifically DENIED access to an area the Account can never access that area, even if it belongs to other Groups for which access is allowed. Sostenuto is divided into security modules, which are accessible within the Security Manager. Each module contains a specific area, such as Operations, Services and Fields. You set Security Rights for Sostenuto by selecting the appropriate module and configuring its security. In Sostenuto, Security Rights are divided into two main areas: Access Rights and Functional Rights. These rights can be inherited or overridden depending on the security definition. When defining Security Rights, separate areas are displayed within the screen for Access Rights and for Functional Rights. As Administrator, you can see any inherited Access and Functional Rights while setting the security for a particular Account Profile, Group or Account. Functional Rights Functional Rights indicate whether a particular Account can perform Create (C), Read (R), Update (U) or Delete (D) for a selected Module; for example, whether the Account can Create new Services or delete existing Service configurations. If an Account belongs to more than one Group it will inherit the Security Rights of ALL the Groups to which it belongs. As an example of inherited Functional Rights, if an Account belongs to Groups G1 and G2 and Account Profile AP1 the following cumulative rights exist. G1 G2 AP1 Cumulative CRUD C U CRUD U RD C CRUD None R U RU R D None RD None None R R None None None None You can set Security Rights at three levels: Account Profile Group Account These over-ride rights set at Account Profile level. These over-ride rights set at both Account Profile and Group levels. For ease of use, you are advised NOT to set any Security Rights at Account level, because if you do they will over-ride all the Security Rights the Account should inherit from its Group. Having the Security Rights at Group level means that you can change the Security Rights of an Account just by moving it from its current Group to a Group with the appropriate Security Rights. You can invoke the Security Manager > Set Security screen by selecting Security Manager from the System Administration drop-down menu or by selecting Security Manager in the System Management Service's Right Navigation Area. 49

50 13. Security Manager Access Rights Access Rights indicate whether a particular Account can access Services, Fields, Operations and Filters at run-time. They control an Account's ability to view and update the Service Requests/Tasks for that Service, i.e. the run-time information rather than the configuration data. The access rights for Services, Operations and Filters may be set to Grant, Deny or None. If the Access Rights are set to Grant the Account can access the resource; if the Access Rights are set to Deny the Account will not be able to access it. If Access Rights are set to None there is no action: access is not granted, but it is not denied. An example of inherited Access Rights in Services, Operations and Filters is shown in the table below, for an Account belonging to Groups G1 and G2 and Account Profile AP1. The cumulative rights for different combinations of Grant, None and Deny are shown. G1 G2 AP1 Cumulative Deny Grant Grant Deny Deny Grant None Deny None Grant None Grant Grant Grant None Grant None None Deny Deny None None None None Field Access Rights Access Rights for Fields are slightly different: Grant is split into View and Update. The precedence of rights is as follows: Deny over-rides View, Update and None View over-rides Update and None Update over-rides None. If the Access Rights are set to View the Account can only view the field; if the Access Rights are set to Update the Account can update the Field; if the Access Rights are set to Deny the Account will not be able to access it. If Access Rights are set to None there is no action: access is not granted, but it is not denied. An example of inherited Access Rights may be seen in the table below, for an Account belonging to Groups G1, G2, G3 and Account Profile AP1. The cumulative rights for different combinations of View, Update, None and Deny are shown. G1 G2 G3 AP1 Cumulative Deny View Update None Deny Deny Update View Update Deny Deny Update Update None Deny Deny View View Update Deny Deny View View None Deny Deny None None View Deny None View View None View Update View Update None View None None Update View View None None Update None Update Delete Account Security You may need to delete security for an account if, for example, the user leaves the company or becomes part of a different Security Group. To delete the security for an account in a selected Service: 1 Select System Management in the Service Manager > Summary screen, and select Security Manager in the Right Navigation Area. 50

51 SYSTEM MANAGEMENT USER'S GUIDE 2 In the Security Level tab, ensure that the appropriate Account Profile, Group, Account, Service and Module are selected before you proceed. 3 Click on Delete Account Security in the Operations Area. The following message is displayed: 4 Click No to cancel the deletion or Yes to continue. If Yes is chosen, the Account Security for the selected Account will be physically deleted from the database. It cannot be restored, and must be recreated. Setting Service Manager Security The Security Rights tab in the Service Manager Module controls an Account's ability to create, read and update the configurations of specific Services, or to delete Services. To set security for the Service Manager, select System Management in the Service Manager > Summary screen then click Security Manager in the Right Navigation Area of the System Management Service, or select Security Manager in the System Administration menu. Follow the steps outlined below. Security Level tab On the Security Level tab: 1 Select the Account Profile for which the Security Rights are to be defined. The list in the Groups drop-down menu changes depending on the Account Profile you select. 2 Select the Group for which the Security Rights are to be defined. 3 Ensure that Service is set to System Management. 4 Ensure that Module is set to Service Manager. Security rights tab On the Security Rights tab the following screen will be displayed: Figure 56: Setting the Security Rights The Security Rights tab in the Service Manager Module controls an Account's ability to create, read, update or delete the configuration elements in specific Services. The Functional Rights to the Service Manager itself control an Account's ability to create new Services, update existing Services, read the configurations of existing Services or delete Services. When you set Create rights to Third Parties, for 51

52 14. Security Manager example, that allows the Account to create Workflows, Business Rules, Lifecycles and other configuration elements for the Third Parties Service. 1 In the Set Functional Rights grid, click the checkbox of each Service for which you want to set security. To select all the Services at once, click the checkbox in the top left corner of the grid. Any Inherited Rights are displayed in the greyed-out boxes on the same grid, for information purposes only. Figure 57: Setting the Functional Rights Use the Create, Read, Update and Delete buttons on the right hand side of the grid to set a Service's security. Clicking Update automatically sets the Read option. 2 Note that the Service Management service is not included in this grid because it has no Access rights. In the Set Access Rights grid, click the checkbox of each Service for which you want to set security. To select all the Services at once, click the checkbox in the top left corner of the grid. Set appropriate security for the Access Rights for the selected Services by clicking the radio buttons or using the Grant, Deny and None buttons. Any Inherited Rights are displayed in the Inherited Rights column in the grid, for information purposes only. Figure 58: Setting the Access Rights 3 To amend any settings before saving, click Reset; you will be warned that this may cause settings to be lost, before you commit the reset. 4 When all security settings are defined, click Save. Setting Account Manager Security To set security for the Account Manager, select System Management in the Service Manager > Summary screen then click Security Manager in the Right Navigation Area of the System Management Service, or select Security Manager in the System Administration menu. Follow the steps outlined below. Security Level tab On the Security Level tab: 1 Select the Account Profile for which the Security Rights are to be defined. The list in the Groups drop-down menu changes depending on the Account Profile you select. 2 Select the Group for which the Security Rights are to be defined. An example of the Groups is shown in Defining System Management Security. 3 Ensure that Service is set to System Management. 4 Ensure that Module is set to Account Manager. 52

53 15. SYSTEM MANAGEMENT USER'S GUIDE Security Rights tab Click on the Security Rights tab. The following screen will be displayed: Figure 59: Setting Account Manager Security The Security Rights tab displays only Functional Rights for Account Manager, because the ability to update and edit account configurations only exists in System Manager. 1 In the Set Functional Rights grid click the checkbox beside Account Manager, then click the checkboxes in the grid to set the appropriate security. Any Inherited Rights are displayed in the greyed-out boxes on the same grid, for information purposes only. Clicking Update also sets the Read option by default. Figure 60: Setting the Account Manager Functional Rights 2 To amend any settings before saving, click Reset; you will be warned that this may cause settings to be lost, before you commit the reset. 3 When all security settings are defined, click Save. Setting Security for Security Manager To set security for the Security Manager itself, select System Management in the Service Manager > Summary screen then click Security Manager in the Right Navigation Area of the System Management Service, or select Security Manager in the System Administration menu. Follow the steps outlined below. Security Level tab On the Security Level tab: 1 Select the Account Profile for which the Security Rights are to be defined. The list in the Groups drop-down menu changes depending on the Account Profile you select. 2 Select the Group for which the Security Rights are to be defined. An example of the Groups is shown in Defining System Management Security. 3 Ensure that Service is set to System Management. 4 Ensure that the Module parameter is set to Security Manager. 53

54 16. Security Manager Security Rights tab Click on the Security Rights tab. The following screen will be displayed: Figure 61: Setting the Security Manager Security 1 Only Functional Rights are displayed within the Security Rights tab; you only need to define security for editing and updating security configurations, because these functions are only available within the System Management area of Sostenuto. 2 Set the appropriate security for Functional Rights for the Security Manager by clicking the checkbox beside the Security Manager record, then clicking Read or Update (which automatically sets Read) as required. Any Inherited Rights are displayed in the greyed-out boxes in the same grid for information purposes only; they cannot be changed directly. 3 To amend any settings before saving, click Reset; you will be warned that this may cause settings to be lost, before you commit the reset. 4 When all security settings are defined, click Save. Setting Global Operation Manager Security To set the security for the Global Operation Manager select System Management in the Service Manager > Summary screen then click Security Manager in the Right Navigation Area of the System Management Service, or select Security Manager in the System Administration menu. Follow the steps outlined below. Security Level tab On the Security Level tab: 1 Select the Account Profile for which the Security Rights are to be defined. The list in the Groups drop-down menu changes depending on the Account Profile you select. 2 Select the Group for which the Security Rights are to be defined. An example of the Groups is shown in Defining System Management Security. 3 Ensure that Service is set to System Management. 4 Ensure that Module is set to Global Operation Manager. 54

55 SYSTEM MANAGEMENT USER'S GUIDE Security Rights tab Click on the Security Rights tab. The following screen will be displayed: Figure 62: Setting the Global Operation Security The Security Rights tab displays Functional Rights and Access Rights, because Global Operations are available both within the configuration elements of Sostenuto and to the end user at run-time. 1 In the Set Functional Rights grid, click the checkbox beside Global Operation Manager then click Read or Update (which automatically sets Read) as required. Any Inherited Rights are displayed in the greyed-out boxes in the same grid for information purposes only; they cannot be changed directly. Figure 63: Setting the Global Operation Functional Rights The Functional Rights do not include Create or Delete because new Global Operations cannot be added or deleted through Sostenuto. 2 In the Set Access Rights grid, click the checkbox of each Global Operation for which you want to set security. To select all the Global Operations at once, click the checkbox in the top left corner of the grid. Set appropriate security for the Access Rights to the selected Global Operations by clicking the radio buttons or using the Grant, Deny and None buttons. Any Inherited Rights are displayed in the Inherited Rights column, for information purposes only. Figure 64: Setting the Global Operation Access Rights 3 To amend any settings before saving, click Reset; you will be warned that this may cause settings to be lost, before you commit the reset. 4 When all security settings are defined, click Save. 55

56 19. Security Manager Setting Filter Manager Security To set the security for the Filter Manager select System Management in the Service Manager > Summary screen then click Security Manager in the Right Navigation Area of the System Management Service, or select Security Manager in the System Administration menu. Follow the steps outlined below. Security Level tab On the Security Level tab: 1 Select the Account Profile for which the Security Rights are to be defined. The list in the Groups drop-down menu changes depending on the Account Profile you select. 2 Select the Group for which the Security Rights are to be defined. An example of the Groups is shown in Defining System Management Security. 3 Ensure that Service is set to System Management. 4 Ensure that the Module parameter is set to Filter Manager. Security Rights tab Click the Security Rights tab. The following screen will be displayed: Figure 65: Setting the Filter Security Functional Rights and Access Rights are displayed within the Security Rights tab because Filters are available both within the configuration elements of Sostenuto and also to the end user at run-time. 1 In the Set Functional Rights grid, click the checkbox beside Filter Manager then use the Create, Read, Update and Delete buttons on the right-hand side of the grid to set a Service's security. Clicking Update automatically sets the Read option. Any Inherited Rights are displayed in the greyed-out boxes in the same grid for information purposes only; they cannot be changed directly. Figure 66: Setting the Filter Functional Rights 56

57 SYSTEM MANAGEMENT USER'S GUIDE 2 In the Set Access Rights grid, click the checkbox of each Filter for which you want to set security. To select all the Filters at once, click the checkbox in the top left corner of the grid. Set appropriate security for Access Rights to the selected Filters by clicking the radio buttons or using the Grant, Deny and None buttons. Figure 67: Setting the Filter Access Rights 3 To amend any settings before saving, click Reset; you will be warned that this may cause settings to be lost, before you commit the reset. 4 When all security settings are defined, click Save. Setting Field Security To set the Field Security for a user-defined Service select System Management in the Service Manager > Summary screen then click Security Manager in the Right Navigation Area of the System Management Service, or select Security Manager in the System Administration menu. Follow the steps outlined below. Security Level tab On the Security Level tab: 1 Select the Account Profile for which the Security Rights are to be defined. The list of Groups below changes depending on the Account Profile you select. 2 Select the Group for which the Security Rights are to be defined. An example of the Groups is shown in Defining System Management Security. 3 Select the desired Service, such as Incidents. 4 Ensure that Module is set to Fields. 5 Select the Category of fields to be displayed; either Service Request or Task. Security Rights tab Click the Security Rights tab. The following screen will list either Service Request or Task Fields depending on the Category you selected. Any Inherited Rights are displayed in the Inherited Rights column for information purposes only; they cannot be changed directly. 57

58 22. Security Manager Figure 68: Setting the Field Access Rights Only Access Rights are available for security configuration. 1 In the Set Access Rights grid, click the checkbox of each Field for which you want to set security. To select all the Fields at once, click the checkbox in the top left corner of the grid. Set appropriate security for the selected Fields by clicking the radio buttons or using the Update, View, Deny and None buttons. Note that many of the radio buttons in the Update column are greyed-out, for fields such as States, Added By, Updated By, Added Date fields, etc. You cannot change those settings because the fields are populated by internal Sostenuto processing. 2 To amend any settings before saving, click Reset; you will be warned that this may cause settings to be lost, before you commit the reset. 3 When all security settings are defined, click Save. 4 Return to the Security Level tab to set Field security for the next Account, Group or Account Profile. Click Close to exit the Security Manager. Setting Security for User-Defined Services You also configure security for the following aspects of each user-defined Service, namely Operation Security Datetime Editing Security Report Security. The areas to be configured vary according the Service you select, but will include one or more of Service Requests, Tasks and Non-Lifecycle operations. Setting Operation Security You must set the Operation Security for each user-defined Service. To do so, select System Management in the Service Manager > Summary screen then click Security Manager in the Right Navigation Area of the System Management Service, or select Security Manager in the System Administration menu. Follow the steps outlined below. Security Level tab On the Security Level tab: 1 Select the Account Profile for which the Security Rights are to be defined. The list of Groups below changes depending on the Account Profile you select. 2 Select the Group for which the Security Rights are to be defined. An example of the Groups is shown in Defining System Management Security. 3 Select the desired Service, such as Incident Management. 4 Ensure that the Module is set to Operations. 58

59 23. SYSTEM MANAGEMENT USER'S GUIDE 5 Select the Category of Operations to be displayed. Service Request and Non-Lifecycle are available for all Services; Task Operations only exist for the Change Management and Order Management Services. Security Rights tab Click the Security Rights tab. The following screen will list Service Request, Task or Non-Lifecycle operations, depending on the Category you selected. Any Inherited Rights are displayed in the Inherited Rights column for information purposes only; they cannot be changed directly. Figure 69: Setting the Operation Security Only Access Rights are available for security configuration. 1 In the Set Access Rights grid, click the checkbox of each Operation for which you want to set security. To select all the Operations at once, click the checkbox in the top left corner of the grid. 2 Set the appropriate security for the selected Operations by clicking the radio buttons or using the Grant, Deny and None buttons. 3 To amend any settings before saving, click Reset; you will be warned that this may cause settings to be lost, before you commit the reset. 4 When all security settings are defined, click Save. 5 Return to the Security Level tab to set Operation security for the next Account, Group or Account Profile. Click Close to exit the Security Manager. Setting Datetime Editing Security The Datetime Editing module controls whether Date/Time Fields can be edited or updated by an Account and also when editing may take place. A Service Request or Task History record is created whenever an Operation is performed on a Service Request or Task. Typically, once created the History record should not be edited, although there are times when the data must be modified. The Security rights for Datetime Editing allow you to control the Operations for which the Date/Time Fields can be edited, and also determine whether the editing takes place during or after the execution of the Lifecycle Operation. These special rights are in addition to the normal Security Rights. Control over Datetime Editing security can be at Account Profile level, Group level or Account level. To set Date/Time Editing Security for a user-defined Service select System Management in the Service Manager > Summary screen then click Security Manager in the Right Navigation Area of the System Management Service, or select Security Manager in the System Administration menu. Follow the steps outlined below. 59

60 Security Manager Security Level tab On the Security Level tab: 1 Select the Account Profile for which the Security Rights are to be defined. The list of Groups below changes depending on the Account Profile you select. 2 Select the Group for which the Security Rights are to be defined. An example of the Groups is shown in Defining System Management Security. 3 Select the desired Service, for example, Incident Management. 4 Ensure that Module is set to Datetime Editing. 5 Select the Category. Service Requests exist in every Service, but Tasks only exist in the Change Management and Order Management Services. 6 The Select Lifecycle field should show [selected Service name] Lifecycle, such as Incident Lifecycle. If it is blank check that you have selected the appropriate Category. Security Rights tab Click the Security Rights tab. The following screen will list Service Request or Task operations depending on the Service and Category you selected. Any Inherited Rights are displayed in the Inherited Rights column for information purposes only; they cannot be changed directly. Figure 70: Date/Time security rights screen Note that, unlike the other security settings, you do not set Functional and Access Rights for Datetime Security. Instead the grids enable you to specify the point at which you can change the Date/Time for the Operations listed. 1 In the Allow Datetime editing during operation grid, click the checkbox of each Operation for which you want to set security. To select all the Operations at once, click the checkbox in the top left corner of the grid. Set Datetime Editing rights for the selected Operations by clicking the radio buttons or using the Grant, Deny and None buttons. Figure 71: Allow Datetime editing during operation 60

61 SYSTEM MANAGEMENT USER'S GUIDE 2 The Allow Datetime editing after operation grid works in exactly the same way. Repeat the process described above to select Operations and set their Datetime editing rights. Figure 72: Set Datetime editing after the operation 3 To amend any settings before saving, click Reset; you will be warned that this may cause settings to be lost, before you commit the reset. 4 When all security settings are defined, click Save. 5 Click Close to exit the Security Manager. Setting Report Security To set the Report Security for a user-defined Service select System Management in the Service Manager > Summary screen then click Security Manager in the Right Navigation Area of the System Management Service, or select Security Manager in the System Administration menu. Follow the steps outlined below. Security Level tab On the Security Level tab: 1 Select the Account Profile for which the Security Rights are to be defined. The list of Groups below changes depending on the Account Profile you select. 2 Select the Group for which the Security Rights are to be defined. An example of the Groups is shown in Defining System Management Security. 3 Ensure that Service is set to the desired Service, for example, Incident Management. 4 Ensure that Module is set to Reports. 5 Select the Category of report. You can select Service Request for any Service, but Task is only valid for the Change Management and Order Management Services. Security Rights tab Click on the Security Rights tab. The following screen lists Service Request or Task reports depending on the Service and Category selected. The Inherited Rights column displays any rights which have already been set, for information purposes only; they cannot be changed directly. Only Access Rights are available for security configuration. 61

62 Security Manager 1 In the Set Access Rights grid, click the checkbox of each Report for which you want to set security. To select all the Reports at once, click the checkbox in the top left corner of the grid. Set appropriate security for the selected Reports by clicking the radio buttons or using the Grant, Deny and None buttons. Figure 73: Setting the Report Security 2 To amend any settings before saving, click Reset; you will be warned that this may cause settings to be lost, before you commit the reset. 3 When all security settings are defined, click Save. 4 Click Close to exit Security Manager. 62

63 Interface Manager The System Administration menu in the System Management Service provides an option called the Interface Manager. At present this is only available if you have the KPS Universal Knowledge System installed. Sunrise no longer supports KPS. 63

64 Interface Operations The Interface Operations area of the System Management Service within Sostenuto provides the capability to communicate with external systems. To interface with an external system, the system has to be defined within Sostenuto. Interfacing involves two modules: system-based Interface Operations; service-based Interface Mappings. Create the Interface Operations before defining the Interface Mappings. One Interface Operation may be associated with multiple Interface Mappings. Every Interface Operation is a type of system Operation. In order to use an Interface Operation at runtime you create a lifecycle/non-lifecycle user-defined Operation which maps to an Interface Mapping: see User-defined Operations on page 86. They will not be implemented for every Interface Package defined in the system. Interface operations are defined for a type of interface. Interface Operations also need parameters when communicating with an external server. For example, the function of finding an address through a Postcode Lookup system may be implemented in Sostenuto as the Interface Operation Find Address. Every time Find Address is triggered the following data is required: the name of the Interface being used, the Post Code, the Country, the Number Of Results. You can Add, View and Delete Interface Operations in order to integrate Web Services available from any other systems. An Interface Operation represents the name of a request that will be made to an external system. This Interface Operation is displayed in the Operations Configurator so that it can be associated with a User-defined Operation. Each Interface Operation is associated with an Interface Type. For example, Interface Operations using a web service are associated with the Outbound SOAP Interface and Run Google is associated with URL Interface. At present in Sostenuto you can only configure Interface Operations for the Outbound SOAP Interface. Import Parameters for Interface Operations The list of Input parameters is the list of all parameters that need to be populated with data from Sostenuto when the Interface operation is invoked. It is displayed as read from the WSDL configuration file. For example, when adding a new interface operation for using the Outbound SOAP interface a number of parameters need to be specified: Service Name Port Type Operation Name WSDL URL. Each of these settings can be identified from the WSDL itself. Once these settings have been correctly defined within Sostenuto the WSDL will be parsed by Sostenuto and the correct interface will be defined within the Interface Operations area. A list of Input, Output and Error parameters are also displayed within the interface. The Interface Operation supports multiple-value configurations for Input parameters; for example, in the Interface Operations configurator an Input parameter called ' ' might be set up to accept multiple addresses. This then enables you to map the Input parameter to more than one Sostenuto field and/or predefined text. For an Input parameter with multiple values, you must also define the delimiter to use between the contents of the different Sostenuto fields. For example, defining the delimiter as a semicolon (;) and the mapped fields as Contact. and User. gives the ' ' parameter a run-time value of <Contact. value>;<user. value>. 64

65 SYSTEM MANAGEMENT USER'S GUIDE Add Interface Operation For Sostenuto to interface with an external system, that system must be defined within Sostenuto. Communication interfaces to external systems are defined in Interface Operations. An Interface Operation holds the information about the communication parameters required to communicate with an external application. If Interface Mappings have already been defined for the Interface Operation, then Sostenuto will not allow you to re-import the WSDL file. Input Parameter: Input parameters are supplied by the external application by importing the appropriate WSDL schema from the application. A WSDL File is a well-structured XML file that holds the input and output for an operation that the external system provides to another system. The Input Parameter grid lists all the input parameters for the Interface Operation specified in the Operation Name parameter of the Web Service Details popup. The Input Parameter grid also lists the Category of each parameter, and its Delimiter value if it Supports Multiple? values or Sostenuto Fields. Output Parameter: The Output parameters allow you to specify information returned by the external system that is available for use in Sostenuto. Selecting the Operation Name attribute in the Web Service Details popup helps to identify all the data returned from the call to the external system. The Output Parameter grid lists all the available output elements along with the Category of each Output Parameter. Error Parameters: Error Parameters are useful for handling error conditions when communication takes place between Sostenuto and the external application. In case of any error in the Interface Operation execution, Sostenuto expects the external system to return error data in the form of a result code and text-message as error data. The Error Parameters are embedded in the Output Parameter list. To add a new Interface Operation select System Management in the Service Manager > Summary screen. Click Interface Operations in the Right Navigation Area of the System Management Service, or select Interface Operations in the System Administration menu to display the Interface Operations > Summary screen. An existing entry for Invoke URL will already be visible. 1 Select Add Interface Operation on the Operations Area. The following screen will be displayed. Figure 74: Adding a SOAP interface operation 2 Enter a suitable name for the Interface Operation. 3 The communication parameters depend upon the selected Interface Type. At present you can only add only Interface Operations for Outbound SOAP Interface through this area. 4 Click Import to configure the connection to the external application. The Web Service Details popup screen is displayed. You can find the information needed to complete this screen in the application's WSDL schema. Service Name: The Service name specified in the <service name= > field. Port Type: The Port Name specified in the <port name= > field. 65

66 Interface Operations Operation Name: The Operation name specified in the <operation name= > field. WSDL URL: The whole of the URL of the application including the.wsdl suffix. An example of a completed Web Service Details popup screen is shown here: 5 Click Submit to import this information to the Interface Operations > Add screen and close the popup. 6 After the parameters have been imported, check the appropriate Supports Multiple? checkbox to enable multiple sets of data for a field. 7 Click Submit to save the Interface Operation. 8 Click Close to return to the Interface Operations > Summary screen. Example of a Successful Import A successfully imported Web Service Operation can be seen below: Once the information is successfully imported you can give the Input, Output and Error parameters more meaningful names; double-click on a parameter to edit its name. Note: If you do this you must record the original name which corresponds to the new cosmetic name, because any existing developer documentation provided by the publisher of the Web Service will only reference the original names. You can also change the sequence of the Output parameters to present the information they return in a different way; highlight a parameter and use the and buttons to move it up or down the list. The Interface Operation is committed to the Sostenuto configuration and appears in the Interface Operations > Summary screen. It can be used for interface mappings within any other Service. 66

67 SYSTEM MANAGEMENT USER'S GUIDE Delete Interface Operation Occasionally it will be necessary to delete an Interface Operation if it is no longer used. To delete an Interface Operation within Sostenuto follow these steps: 1 In the System Management Service, select Interface Operations in the System Administration menu or in the Right Navigation Area. The Interface Operations > Summary screen will be displayed, showing all existing licences. 2 You can delete the Interface Operation from this screen, by checking the box beside it or from the Interface Operations > Update screen. 3 Click Delete Interface Operation on the Operation Area. The following prompt is displayed: 4 Click Yes to confirm the deletion. The selected Interface Operation will be removed from the system. Only Interface Operations that are no longer used in aspects of configuration can be removed. System Interface Operations such as Invoke URL cannot be deleted. View Interface Operation To view an existing Interface Operation within Sostenuto follow the steps outlined below: 1 In the System Management Service, select Interface Operations in the System Administration menu or in the Right Navigation Area. The Interface Operations > Summary screen will be displayed, showing all existing Interface Operations. 2 Click on the Interface Operation you wish to view and click View Interface Operation in the Operations Area. 3 Click Close to return to the Interface Operations > Summary screen. 67

68 24. Attachment Storage Manager Sostenuto enables users to store information related to a service request in the form of attachments. The attachments for any Service Request can be retrieved and referred to at a later date. Attachments to a Service Request may be received in the following ways, henceforth called interface types. - Attachments received in an incoming message Applet: File Upload - Attachments uploaded by the user using the applet user interface of Sostenuto HTML: File Upload Attachments uploaded by the user using the Chameleon interface of Sostenuto API - Attachments received through the Sostenuto Web Service Application Programming Interface. Attachments may be stored in any file format, including text and binary files. You can also specify in which states of the Service Request lifecycle the user can add, view, update and delete attachments. This is done using the Advanced tab of the Lifecycle definition (see page 139). For each interface type, the administrator specifies the physical location where the attachments are to be stored. Any attachment transmitted over the network during uploads to the server and downloads to the client browsers is encrypted. The SSL (Secure Socket Layer) mechanism between the applet and the web server will be used to transmit data or, if SSL cannot be used, a separate encryption mechanism will be used to encrypt the data. A file compression mechanism is used to minimise the upload/download time required for attachments. Set Storage Location Select the Attachment Storage Manager option from the System Administration menu on the Operations Area, or from the Right Navigation Area. Note: The storage location must be set from the Sostenuto server so that it can select the path accessible from the server i.e. the storage location cannot be set from a remote client machine. The Attachment Storage Manager > Summary screen is displayed, showing all the different interface types configured in the system, with their attachment storage locations. The only operation available on this screen is Set Storage Location. Figure 75: Attachment Storage Locations 1 Click Set Storage Location to see the Attachment Storage Location Details. Figure 76: Setting the Location 2 From the drop-down menu select the Interface ID to be configured. 3 Either type the Storage Location directly into the field or click the button to display the file browser screen. 68

69 SYSTEM MANAGEMENT USER'S GUIDE Figure 77: Using the File Browser Use this screen to select the folder or network location where all attachments for this interface type will be uploaded. Click Open to make the selection. 4 Click Reset to repeat the selection process, or Save to complete setting the attachment storage location. Repeat this process for each Interface Type that will be used. Setting the Lifecycle When setting up Attachment handling within Sostenuto you must also specify the states within the Lifecycle where attachments can be manipulated. Control is provided for the four major operations used on attachments. Add Attachment View Attachment Update Attachment Delete Attachment Follow the procedure below for each of the four operations. 1 Select the System Management Service. 2 In the Service Manager > Summary screen, select the Service where you want to set Attachment handling. 3 Select Lifecycles on the Right Navigation Area. The Lifecycles > Summary screen of the selected Service is displayed. 4 Double-click the Lifecycle record to open it, or select the record and click View Lifecycle on the Operations Area. 5 Select the Advanced tab to set the specific states in which other global operations can be configured. Figure 78: Setting the Lifecycle 6 For each Attachment activity Select the State in which the activity will take place, according to the requirements for the Lifecycle. 69

70 Attachment Storage Manager Select the appropriate Attachments activity from the Enable drop-down menu. 7 Click Add. 8 To amend an existing specification, check the box beside the State you wish to change. The specification appears in the State and Enable drop-down lists where you can update it. Click Update to save the amended specification. To delete a specification, check the box beside the State you wish to change and click Delete to remove the specification from the table. Click Close to return to the [Service] > Lifecycles > Summary screen. Displa ying the Attachment Indicator You can add an Attachment Indicator flag, in the form of a paperclip symbol, to all Filters to notify users when an attachment exists for a Service Request. The attachment indicator can also be added to any detail screen as required, but in that case the field is represented as a Boolean checkbox. 1 In the System Management Service, select Filter Manager from the System Administration menu in the Operations Area, or from the Right Navigation Area. 2 In the Filter Manager > Summary screen, select and open the Filter in which you want to add an Attachment Indicator. 3 In the Filter Details > Update screen, select the Field Configuration tab. 4 In the Available Fields panel, assign Attachments to the Selected Display Fields, as shown below: Figure 79: Setting the Attachment Indicator 5 Use the and buttons to position Attachments in the Selected Display Fields. 6 Click Save. At run-time this Attachment Indicator is represented as shown below: Figure 80: Viewing the Attachment Indicator Setting the Upload Limit Sostenuto also allows you to set the maximum size of file which may be uploaded to the server via the different mechanisms, for example, Applet, , Chameleon, etc. To modify this limit locate the Sostenuto.Server.Properties file in the <Drive>:/Program Files/Sostenuto/Classes/Settings directory (or other location if not installed from the default paths) and locate the following settings: Attachment Storage Properties These properties specify the size limit for the attachments uploaded using each interface type. The default value has been set to 10 MB for each interface type, as shown below: AppletFileSizeLimit= HTMLFileSizeLimit= FileSizeLimit= APIFileSizeLimit= Change the FileSizeLimit variable for each interface type as applicable. Save the file and restart the Sostenuto components. See Setting Global Operation Manager Security (page 54) for more information about configuring security for Attachment operations. 70

71 Licence Manager The Licence Manager enables you to manage user licences for Sostenuto and its related Communities. Using the Licence Manager you can import and delete licences, manage user sessions and enable or disable Communities. Licences are available, in both named and concurrent form, for the following applications that make up the Sostenuto system: Sostenuto (JRE interface) Self Service Users (HTML interface) Self Service Others (HTML interface) API (SOAP/REST) When Sostenuto is first installed and configured you are given a temporary 7-day licence. After configuration, you send the details of your installation to Sunrise so that they can generate a licence file and it to you. You should store the licence file on the machine where Sostenuto is installed. Import Licence opens the licence file stored on your machine and imports the licences into Sostenuto. The system validates the licence file and checks that it is consistent with the SQL Server and database information for this installation. The following information is displayed for each licensed application: Community name Application (the actual application licensed) Number of concurrent users of the application Number of named users of the application The application's Licence expiry date The application's Support and Maintenance expiry date The Community's enabled/disabled status. Following registration, you have the capability to manage user sessions, see how many users are active in each licensed interface and monitor the numbers of available concurrent and named licences. In addition, if logged-in concurrent users take up all the available licences but do nothing while other users are waiting to log on, you can log them out of Sostenuto. When you first select Licence Manager the installation has no licences. The only option available in the Operations Area is Import Licence. The other Licence Manager options become available once the installation is licensed. 71

72 Licence Manager Types of Licence There are two types of licence: Concurrent licences are designed for users who log into Sostenuto now and again but don't use it most of the time. Named licences are dedicated licences for individuals, such as Service Desk staff, who need access to an interface all the time. You must purchase licences for each application that the organisation uses by sending the following information to Sunrise: The unique Product Serial Number (PSN) provided by Sunrise The unique Hardware Configuration Number of the machine on which the Sostenuto server will be installed The following details for each application: Licence expiry date Support and maintenance expiry date Number of concurrent licences Number of named licences. A licence expires when today's date = the expiry date. Logged-in users, including the administrator, can access runtime services for the next 24 hours as long as they remain logged in. New administrative users can log in to the System Management service, but no other users will be able to log in. Import Licence Use Import Licence to install or renew a licence which has been sent from Sunrise using . Follow the steps outlined below. 1 In the System Management Service, select Licence Manager from the System Administration menu in the Operations Area, or in the Right Navigation Area. Note: The first time this screen is accessed a message will indicate that there are currently no licences in the system. 2 Click Import Licence in the Operations Area. The following screen is displayed. Figure 81: Dialog Box for Importing Licence Files 3 Look in: Browse to find the licence file that you wish to import. Note: You can only import one licence at a time. 4 Click Open to populate the Licence Manager > Summary screen with the new licences. The licence information includes the application name, the Licence Expiry Date and the Support & Maintenance Expiry Date, the number of concurrent and named users the application's Enabled/Disabled status. 72

73 SYSTEM MANAGEMENT USER'S GUIDE Note: An application's status does not change when you renew licences; if it was disabled before renewal, it stays disabled after renewal. Figure 82: This licenced installation has named licences in the Sostenuto and API communities. The screen will display a message indicating that the licence has been successfully imported. Enable/Disable Communities Enabling a Community qualifies its users to use the applications to which they have access rights, provided the application is licensed. When you first import the licence file into Sostenuto, every application in your installation is enabled. Disabling a Community prevents its users from accessing the applications even when a valid licence exists. See Communities (page 25) for details of the applications each Community can access. When you attempt to disable a Community the system checks if any of its users are logged in. If users are present, they stay logged in with access to the application for 24 hours or until they log out, whichever happens first. To enable or disable a Community 1 In the Licence Manager > Summary screen click the checkboxes in the leftmost column to select the communities you want to enable/disable. To select all the communities together, click the box beside the Community Name column header. 2 Click either Enable or Disable on the Operations Area, as appropriate. The Communities will be enabled or disabled accordingly. A message in the Operation Results Area tells you if the operation has been successful, and their status is displayed in the Enabled field of the grid. If you, as administrator, attempt to disable Sostenuto a different system check is performed. In this case the system checks that the current administrator is the only user on the system, and if that is true it will proceed to disable the Sostenuto application. If any administrator has updated the interface you will be sent an error message. After Sostenuto has been disabled, the system removes the current administrator's access to all the runtime services. Sostenuto cannot be used by anyone until an administrator re-enables it. Delete Licence Figure 83: The Self Service Others application is only available for Sostenuto users, because they are above Self Service Others in the hierarchy To delete existing licences within Sostenuto follow the steps below. 1 In the System Management Service, select Licence Manager in the System Administration menu or in the Right Navigation Area. The Licence Manager > Summary screen is displayed, showing all existing licences. Note: This operation deletes all your licences. You cannot delete individual licences. 2 Click Delete Licence in the Operations Area. The following dialog window will be displayed. 73

74 27. Licence Manager 3 Click Yes to confirm the deletion. A message in the Operation Results Area confirms that the selected licence has been successfully deleted. This physically deletes the licences from the database. It does not delete the applications to which the licences refer. Note: Logged-in users, including the administrator, will be able to access runtime services for the next 24 hours as long as they remain logged in. New administrative users will be able to log in to the System Management service only, but no other users will be able to log in. Session timeouts While users are expected to finish their sessions by logging out, sometimes a session ends without a logout, as for instance when: the user inadvertently closes the browser session abruptly the browser crashes due to unknown error the client machine crashes due to hardware failure the connection between the client and the server is lost. When any of these things happens the user's licence is still engaged and cannot be freed. Because there are no states in http connections, the system cannot tell whether a client machine is connected or not, so it has to rely on the application server to manage the sessions. The application server keeps sessions going until the session timeout period has expired, at which time the sessions will be invalidated and purged. If the session timeout interval is unacceptably long, you will need to use the Manage Sessions operation to identify and terminate user sessions, thus freeing the licences. Manage Sessions Use Manage Sessions to display the following information: A Licence Summary of concurrent and named user licences for each Community A Session Summary of active user sessions across all Communities. 1 In the System Management Service, select Licence Manager in the System Administration menu or in the Right Navigation Area. 2 In the Licence Manager > Summary screen, select Manage Sessions on the Operations Area. The following screen is displayed: 74

75 SYSTEM MANAGEMENT USER'S GUIDE The Licence Summary grid shows the following: Each licensed application (Community) The total number of concurrent licences for that Community. The number of concurrent licences currently available (unused) for the Community. The total number of named licences for that Community. The total number of named licences currently available (unallocated) for the Community. Session Summary Grid The Session Summary grid displays information about an Account's usage of the applications. Scroll right to see each current user's: Account Name Group Name to which the Account belongs Community to which the Account belongs (see Communities on page 25) Interface (the application) they are using Licence Type (concurrent or named) Login time Last access time Server IP (the IP address of the Sostenuto server) Client IP (the IP address of the browser where you access Sostenuto). The Client IP address is the IP address of the browser where you accessed Sostenuto possibly the IP address of your PC. However, in some cases it shows something else: When you launch Sostenuto from the server, using /servlet/sostenuto, the Client IP address would say When you use SSL to access Sostenuto; for example, by entering /servlet/sostenuto, the Client IP address would be the IPV6 address (you can see this on your PC by doing Start à Cmd à ipconfig and finding the Link-Local IPv6 Address. When you access Sostenuto using an Apache HTTP Load-balancing server (this controls which application server will receive the request), the Client IP address will always be the IP address of the Apache HTTP Load Balancing server. Toggle Use the Toggle button to show or hide the Licence Summary grid. Logout When all the concurrent licences for a Community are in use but more users want to log in, use the Login Time and Last access time information to see which users have been inactive for a long time. To end a user session, check the box beside the user's name in the Session Summary grid then click Logout. You will see the following message if the logout is successful: This logs the user out and releases the licence for another user. When the logged-out user tries to continue using the application they will be returned to the login screen. Refresh Use the Refresh button to refresh the Licence Summary > Manage Sessions screen. This operation refreshes both the Licence Summary and the Session Summary grids. Note that the display is reset to its original format; any sort operations which have taken place will be reset to the default sort order and any record selection will be reset. 75

76 Licence Manager Manage Named Licences When Sostenuto is licensed, Sunrise provides an agreed number of concurrent and named licences for each Community. Named licences must then be allocated to user Accounts using Manage Named Licences. 1 In the System Management Service, select Licence Manager in the System Administration menu or in the Right Navigation Area. 2 In the Operations Area select Manage Named Licences. 3 The Licence Manager Summary screen displays: A Licence Summary grid, showing the total number of named licences for each Community and the number of available named licences (that is, named licences not yet allocated to an Account). A Selected Accounts grid, showing the Accounts that have been selected for named licences in the current Community. Figure 84: Two accounts in the Sostenuto community have been selected for named licences Select Accounts for Named Licences To select Accounts for named licences: 1 Highlight the Community where you want to select accounts. 2 Click Add to display the Account Chooser. 3 Select the desired Accounts then click Select and Close to add them to the Selected Accounts grid. The number of Available Named Licences for that Community decreases accordingly. 4 Repeat this process for each Community that has named licences. You can only select an Account for one named licence; if you try to select the same Account again, a message similar to this is displayed: When you select an Account for a named licence, the Account's Licence Type is set to Named (see Considerations before Changing an Account's Properties on page 44). The Account will continue to inherit its Primary Group's configuration. 76

77 SYSTEM MANAGEMENT USER'S GUIDE Move Named Licences to Another Community To move named licences to a different Community: 1 Highlight the Community to which the named licences belong, to display them in the Selected Accounts grid. 2 Check the box beside each Account you want to move to the same target community and click Move. 3 In the Select Target Community box, highlight the target Community and click Submit. The numbers of Available named Licences for that Community and the target Community are updated accordingly. The Account's Community is also updated (see Considerations before Changing an Account's Properties on page 44). The Account will continue to inherit its Primary Group's configuration. Deselect Named Licences 1 Highlight the Community that has the named licences. The Accounts are displayed in the Selected Accounts grid. 2 Check the box beside each Account you want to deselect and click Delete. 3 When prompted, click Yes to confirm the deletion. The number of Available Named Licences for that Community increases accordingly and the Account's Licence Type is set to Concurrent (see Considerations before Changing an Account's Properties on page 44). The Account will continue to inherit its Primary Group's configuration. 77

78 Authentication Manager The Authentication Manager defines the authentication process that Sostenuto uses to validate the login credentials provided by the user. When you first log in to the system your user ID and password are authenticated between the PC and the domain server. When you log in to Sostenuto your user ID and password can be authenticated between the domain server and Sostenuto in just the same way; Sostenuto checks in the active directory where user accounts are stored, and validates if you are allowed to use Sostenuto. LDAP imposes rules for the format of usernames and passwords across a domain, because it acts as an exchange whereby user details are matched against lists of known users in different applications; these must all conform to the same protocol because the information is passed to and from LDAP. The LDAP configuration details define the name and URL of the domain server, the Base Domain Name, the attribute within LDAP that contains the username and the authentication process you want, depending on the amount of security needed for your system. You can further specify that LDAP account details are authenticated by searching for the Username and Password within the selected directory node. The number of LDAP configurations you have depends on the size of your system. There may be several in a large organisation. The Authentication Manager > Summary screen lists all available configurations set up to allow LDAP login. When no configurations are present, the only available option in Authentication Manager is Add LDAP Configuration. When LDAP configurations are present, View LDAP Configuration and Delete LDAP Configuration operations are available. Add LDAP Configuration Select the Authentication Manager from the System Administration menu in the Operations Area, or from the Right Navigation Area. Select Add LDAP Configuration on the Operations Area. The following screen is displayed: Figure 85: Add LDAP Configuration 1 Enter the Name of the LDAP server (usually your Directory server). 2 Enter a Description of the server, with as much information as possible. 78

79 28. SYSTEM MANAGEMENT USER'S GUIDE 3 Enter the URL which will be the address of the LDAP server, in the format LDAP:/[Directory server name]:389 (the standard port number). 4 Click Fetch DNs to populate the Base DN field. 5 The Attribute field contains the Username stored in the SAMACCOUNTNAME column within LDAP. If you leave it blank the default value CN is used. 6 Check Append Base DN to specify a direct path from the Base Domain name containing the user Accounts within the active directory. 7 The default Authentication Type is Simple, unless there is a need for high security such as in a military installation. 8 If your users are within sub or multiple nodes within the directory server, you will need to check the Authentication by Search option, then complete the remaining fields in that panel. Enter a Username and its Password. A user Account with standard rights is sufficient to look up authentication details within different nodes of the directory server, but it is recommended that you specify the name of a user with Administrator's rights, to prevent the return of incorrect or incomplete data. View LDAP Configuration To view an existing LDAP Configuration: 1 In the Authentication Manager > Summary screen highlight the LDAP Configuration you wish to view. 2 Click View LDAP Configuration on the Operations Area, or double-click the configuration in the summary list. Delete LDAP Configuration Occasionally it will be necessary to delete an LDAP Configuration. You can do this from the LDAP Configuration's details screen or from the Authentication Manager > Summary screen. Select the LDAP Configuration you wish to delete and click Delete LDAP Configuration on the Operations Area. The following dialog window will be displayed. Click Yes to remove the selected LDAP Configuration from the system. Note: This physically deletes the LDAP Configuration from the database. It cannot be restored but must be recreated. 79

80 Configuring a Service The second half of the System Management User's Guide describes the process of configuring a Service within Sostenuto. You should thoroughly plan the Service's Fields, States, Operations and Screens before you begin to configure them. Once they are in place and you begin to define the Workflow and Lifecycle, making changes becomes more complex because all the defined elements interact. For instance, Defined States cannot be renamed. They cannot be deleted once they are part of a Lifecycle. Once a Screen has been included in a Workflow it cannot be deleted unless you change the Workflow first. Similarly, to add a new field to a Screen you must create the Field, update the Operation associated with the Screen then update the Screen to include the new Field. Operations, <OAF>s and Lifecycles cannot be updated once they have been created, but must be disabled and new versions created. With this in mind the document does not describe the order of defining Services, but details the overall functionality provided in each of the sections within Service Management. 80

81 State Management When configuring a Service you must define the required States. A State represents a particular stage in a Service Request's advancement through its Lifecycle, but both States and Operations must be completed before the Lifecycle can be defined. An example of States can be demonstrated within a typical Incident Management scenario, where an Incident may start as Logged but can advance to Open and Closed States. When adding new States for the selected Service, the following steps should be taken. 1 In the System Management Service, select the required Service. 2 Click on States in the Right Navigation Area. If any States have been defined previously, a list of existing States will be displayed. Figure 86: Reviewing existing States Add State 1 Click on Add State in the Operations Area. The following screen will be displayed. Figure 87: Adding New States 2 Enter a Name for the State. A meaningful name should be chosen because it will be used when displaying the Service Request or Task in either detail or in a grid; for example States of Open, Closed, Held etc. for Incidents, or States of Ordered, Authorised, Delivered etc. for Items. 3 Enter a Description for the State. This is optional and may be used to describe the State in more detail. 4 Select a Category to determine whether this is a Task-related or Service Request-related State. 81

82 State Management 5 Click on the down arrow beside the Icon field to select an icon for the new State. The icon will be used for summary and grid details e.g. if a history grid is required. A list of available icons is displayed. Figure 88: Selecting a State icon 6 Select an Icon and click Submit. 7 In the Maps to drop-down list, select the option the new State will be mapped to. These options are pre-defined and further options may not be added to this list. The system States are as follows: State Created Opened Updated Paused Aborted Closed Archived Deleted Description The actual creation of a record within the database. Once created the record may be awaiting authorisation/delivery as in the case of an asset record. The newly created record is activated or authorised/accepted. For example, the delivery of an asset or the start of a project. An operation will be performed which will update the record. This could be a State change or just an update, for example an additional Fixed State may be created prior to an Incident being closed. There is no limit to the number of Updated States that may be defined. A record may need to be paused. For example, if an asset delivery date has been delayed, or an incident has been placed on hold for any reason. The record was never completed/valid. The completion of the active element of a lifecycle. Record(s) may be removed from the live area. For example, due to the age of the record. A record is deleted permanently from the system. 8 Click Submit to add the new State. When all States have been created, click Close to exit the States screen. The new States will now be available for use with Operations and Lifecycles. Delete State If the business processes of an organisation change, the implementation of Sostenuto may also need to change to reflect the new practices, meaning that some States may no longer be appropriate. 1 You can delete States from the [Service name] > States > Summary screen or the [Service name] > States > Update screen. In both cases use Delete State in the Operations Area. 2 You can only delete one State at a time. Select the State you wish to delete and click Delete State in the Operations Area. The following window will be displayed. 82

83 29. SYSTEM MANAGEMENT USER'S GUIDE 3 Click Yes to confirm the deletion. A message in the Operation Results Area confirms that the selected State has been successfully deleted. Note: The State is logically deleted, but it is not physically removed from the database. View State To view an existing State: 1 In the [Service name] > States > Summary screen highlight the State you wish to view. 2 Click View State on the Operations Area, or double-click the State in the summary list. The [Service name] > States > Update screen will be displayed. View References To find out quickly where a specific record is referenced in the configuration use View Reference, the reference look-up feature. It displays the number of records in the system that use the selected record. View References lists records from the following areas that refer to a selected State: Area Tab Type Lifecycles: Lifecycle Criteria Rules Tab Advanced Tab Workflows: Workflow rule entry criteria Rules: Field Validations: Event: Schedule: Field Rule Entry criteria Rule Criteria Rule Criteria Filters: Filter Configuration Selected Display Fields Filter Criteria To list references to a State: 1 Select the State in the [Sostenuto Service] > States > Summary screen. 2 Click View References on the Operations Area. If references to the State are found, a grid similar to this is displayed: Figure 89: Filters that refer to this State are displayed in the right panel 83

84 State Management If no references are found, the following message is displayed: 3 Click on a folder in the left panel to list its contents in the right panel. You cannot display the details of the listed records. The refresh button returns you to the first folder in the left panel. The View References window is independent of Sostenuto; you can continue to work in Sostenuto once it is opened and it stays open until you close it or end the session. The information displayed does not change when you select a different module in the Right Navigation Area. 84

85 Operation Management Operations are fundamental to every Service in Sostenuto. An Operation in Sostenuto is synonymous with an event. An activity is triggered as a result of the event. An Operation s processing logic is predefined. You cannot define new processing in Sostenuto. Note, therefore, that for the System Management Service you can view the predefined Operations that ship with Sostenuto, but you cannot delete or create them. Operations are the Actions that are available when accessing the defined Service at run-time, such as Add Incident or Close Incident. These Operations can be Lifecycle Operations or Non-Lifecycle Operations. Figure 90: Viewing the system operations System Operations The term System Operation denotes an Operation for which the processing logic has been implemented within the product. There is a predefined (coded) set of all the possible System Operations that might be used within Sostenuto. System Operations may be classified as the following functional types: Lifecycle Operations: These are System Operations that can be performed on a Service Request or Task and may take it to a different State of its Lifecycle. All Lifecycle Operations that occur on a Service Request/Task are recorded into the respective history. Also, when an Operation of the type History, i.e. Service Request history or Task history, is invoked on a Service Request or Task, additional parameters are captured and recorded. All Lifecycle Operations must be defined at the Service level. Non-Lifecycle Operations: These are System Operations that do not perform any significant event with respect to a Service Request or a Task, and are not associated with the Lifecycle of a Service Request/Task. They do not update any history information or directly affect the State of a Service Request/Task. They may be used to navigate from one screen to another within a Workflow, or invoke an Event Rule to perform one or more Operations, Field Updates or Notifications. Some of these Operations need to be defined at the Service level while the rest are global. Global Operations are explained in more detail in Global Operations on page

86 Operation Management 'Service Specific' Non-Lifecycle Operations are only used within the Sostenuto HTML5 user interface to allow interface operations to be mapped and always displayed on a Service Request summary view without having to select, or have the context, of a Service Request first. The 'Service Specific' mapping is ignored by the JRE interface as the system always has the context of a Service Request and therefore "Non Add Mode" or 'Any Mode' should continue to be used. These categories allow you to prevent certain Non-Lifecycle Operations from appearing in the Operations Area during the addition of a Service Request or Task, for greater control. User-defined Operations A User-defined Operation is a defined instance of a System Operation, for which you can specify the Name, Description, Associated Icon, Tooltip text, Confirmation required flag and Confirmation Message. User-defined Operations enable you to customise the appearance of System Operations to conform to an organisation's operational standards, but the functionality is that of the underlying System Operation. The end user always sees and uses a User-defined Operation although it is the associated System Operation that is executed, with its pre-defined processing logic. Operations may be invoked explicitly by the user from the user interface, or internally by the system via Rules. Service level Operations In every Service, User-defined Operations must be created to map to the System Operations used in that Service; such User-defined Operations are the Service level Operations. For example, the user-defined counterparts of the System Operations Create and Open must be defined as Service level Operations. In the Incident Management Service, for example, the User-defined Operation Add Incident maps to the System Operation Create, and an Open Incident Operation may map to the System Operation Open. Global Operations Other User-defined Operations have one global instance that applies to all Services and is not definable at Service level. Again, this global instance is a cosmetic representation of the corresponding system Operation. Global Operations are predefined for the System Management Service and provided by Sostenuto. You can update the cosmetic details of these Operations to conform to an organisation's needs, but you cannot add new Global Operations or delete existing ones. Examples of Global Operations are Save, Submit, Perform Association, etc. Operation Parameters Operation parameters are used while configuring the following: Lifecycles Screens Workflows Rules Operation Area Formats Security Operations must be defined before you define the Lifecycles and Workflows for the Service. When defining an Operation it may also be necessary to define the Operation Parameters associated with the Operation. Operation Parameters are used to define the fields that can be presented when the Operation is performed. At the point where the Operation Parameters are defined, all the fields that are defined for Service Request History are available, so that individual fields may be selected as Operation Parameters as appropriate. For example, some additional Operation parameters must be defined for an Operation to record additional information in the History for the Service Request. When an Add Note Operation is defined you may specify the following: Name: Maps To: Category: Operation Parameters: Add Note Update (No State Change) Service Request History Action Summary, Notes 86

87 SYSTEM MANAGEMENT USER'S GUIDE In this example, two Service Request History fields (Action Summary and Notes) are selected from the history fields associated with the Add Notes Operation. When the Add Notes Operation is performed by an end-user, additional information is recorded in the Action Summary and Notes fields of the Service Request History. The application will always record the Operation, the Account that performed the Operation and the Date/Time of the Operation in the history. An Operation to add a Service Request, such as Add New Incident, refers to the main Service Request details and there is no need to define any Operation Parameters. The Category field will specify Service Request; you have access to all core Service Request fields for a Category of Service Request. An example of a defined Operation complete with Operation Parameters is shown below: Figure 91: Managing Operations Once all Operations are completed they become available within other areas of Sostenuto, such as Lifecycles and Workflows, so that you can define these areas of the Service. When a history operation is triggered at runtime, the history screen to be displayed is determined from Workflow and is displayed as a popup window. The information populates the fields on this screen and is recorded in the history of the Service Request/Task when it is submitted. Typically this screen will be displayed when a Service Request history / Task history type of operation is performed. You must select the history operations for which the screen will be displayed when you define a history screen in the Screen Designer. Only the common fields selected as Operation Parameters for the selected Operations will be available for designing the screen. Add Operation In the System Management Service, select the Service for which you want to create an Operation, then select Operations in the Right Navigation Area. The [Service name] > Operations > Summary screen lists the Operations that have been defined for the selected Service. By default, no Operations are available when a new Service is created. You should add the desired Operations to ensure the Service behaves in an appropriate way. The Operations available from this screen are: Add Operation Delete Operation View Operation Enable Operation Disable Operation 87

88 Operation Management Delete Operation, View Operation, Enable Operation and Disable Operation are only displayed if there are Operations defined for the selected Service. Click Add Operation in the Operations Area. A screen similar to this will be displayed. Figure 92: Adding a new Operation 1 Enter a Name for the new Operation. The name provides the identification of an Operation. This is the name that gets displayed wherever the Operation is visible. For example, at run-time the Operation name will appear on the Operation Area, if enabled and the user has rights to it. 2 Enter a Description for the new Operation. This is optional, and can be used to describe the Operation in more detail. 3 Select either Lifecycle or Non-Lifecycle to define the Type of Operation. The effect of performing a Lifecycle Operation is different from that of a non-lifecycle Operation. When a Lifecycle Operation is performed on a Service Request or a Task, it is taken as a significant event for that Service Request /Task and recorded into the history. It may also update the State of the Service Request/Task. A non-lifecycle Operation, when performed, is not considered as a significant event with respect to the Service Request/Task and is not recorded in the Service Request/Task history. It may perform navigational actions in the Workflow, or trigger rules that in turn trigger other rules. For example, in Incident Management, if an Operation of View Details were created, this would be classed as a non-lifecycle type of Operation as it would not change the State of the record. However, if an Operation of Hold was created and the user selected the Operation, the State of an Incident might change from Open to Held. 4 Select a Category of either Service Request or Task. Service Request is the default category. 5 Select a System Operation that the newly created Operation will be mapped to. This attribute defines the System Operation that will be performed when the User-defined Operation is invoked. 6 The Maps to System Operation field is used to specify the behaviour of the Operation that you are defining. It lists only the System Operations which may be defined by the user at Service level, filtered according to the selected Operation's Type and Category. A pre-defined (hard-coded) System Operation such as Submit may be modified, but you cannot create another instance of it at Service level, and therefore it is not included in the Maps to System Operation list. When a User-defined Operation is performed at run-time, the Operation to which it maps is actually performed by the system. You can only create one user-defined Lifecycle Operation that maps to the System Operation Create. 7 The Is a confirmation message required? field specifies whether users must confirm the Operation when it is invoked at runtime. When this field is checked the confirmation message field below becomes available; enter a message prompting users to confirm the Operation. 88

89 SYSTEM MANAGEMENT USER'S GUIDE At runtime, when the Operation is invoked, if the value of this field is set to True (checked), then this message will be displayed as a popup with OK and CANCEL buttons. If the user confirms the Operation (by clicking OK) then the Operation will be performed. If the user cancels the Operation (by clicking CANCEL) no Operation is performed. 8 Select an Icon to represent the Operation, if required. You can configure the Operation Area Format, which determines how the Operations are displayed in the Operation area at runtime. In the configuration of the Operation Area Format you may choose that the Operations be displayed as graphic only, text only or as text and graphic. At runtime, when the Operation area is displayed, the graphic that will be used is the icon selected for the Operation. 9 Add Tooltip Text if required. This field is used to provide the Tooltip text for the Operation. When an Operation is selected in the Operation Area / Right Navigation Area at runtime, the Tooltip text will be displayed when the mouse hovers over the Operation. If he Tooltip is left blank, the Tooltip attribute defaults to the Operation Name. 10 Enter a Hotkey for the Operation, if required. You may provide a hotkey for triggering certain Operations in the system. The hotkey field holds this information. A hotkey is made up of ALT+ key plus a letter (case insensitive). The hotkey will be used to trigger an Operation. Hotkeys are defined across all Services therefore only 36 hotkeys are definable within the system. 11 Set Status to Enabled to specify that the given Operation is enabled. Figure 93: Enable and Disable Operations 12 Click Is the Operation...a third party interface? if appropriate, and select the interface Operation that it is going to invoke. Defining Operation Parameters for Lifecycle Operations The Operation Parameters area is only enabled for Lifecycle Operations. Use it to specify the fields that will be used as parameters while recording the history of the Operation. Operation Parameters may be Service Request History fields as well as core Service Request fields of the given category (Service Request or Task) and Association fields. When a history screen is designed using the Sostenuto screen designer, only these fields are available. Note that the System Operation Create does not use Operation Parameters. 1 In the Available List, highlight the Fields which will be used as parameters while recording the history of the Operation. 2 Use the button to transfer the highlighted Fields into the Selected List panel OR use the button to transfer all Fields. Use the button to remove a Field from the Available List panel OR use the button to remove all Fields. 3 Click Submit when the list is complete. Click Close to return to the [Service name] > Operations > Summary screen. 89

90 Operation Management Delete Operation Occasionally the business processes of an organisation may change and hence the implementation of Sostenuto may also need to change to support the new practices. This means that some Operations may now be defunct and no longer appropriate. You can delete Operations from the [Service name] > Operations > Summary screen, after clicking the checkbox beside the Operation record the [Service name] > Operations > Update screen. 1 Click Delete Operation in the Operations Area to delete the Operations. The following screen will be displayed: 2 Click No to cancel the deletion or Yes to continue with the deletion of the selected Operations. Note: The Operation is logically deleted, but it is not physically removed from the database. Operations do not have to be deleted. Instead, they may be disabled. View Operation To view an existing Operation: 1 In the [Service name] > Operations > Summary screen highlight the Operation you wish to view. 2 Click View Operation on the Operations Area, or double-click the Operation in the summary list. The [Service name] > Operations > Update screen will be displayed, showing all the details of that Operation. Enable/Disable Operation Operations that are no longer required, or just need to be deactivated for a short time, can be disabled. Once the Operation is required again it is simple to enable it. To enable or disable an Operation, 1 In the [Service name] > Operations > Summary screen, check the box beside the Operation you wish to enable/disable. 2 Select Enable Operation/Disable Operation in the Operations Area to change the state of the Operation. A message in the Operation Results Area tells you if the operation was successful, and the Operation's Status field changes immediately. 90

91 SYSTEM MANAGEMENT USER'S GUIDE View References To find out quickly where a specific record is referenced in the configuration use View Reference, the reference look-up feature. It displays the number of records in the system that use the selected record. View References lists records in the following areas that refer to a selected Operation: Area Tab Type Lifecycles: Screens: Workflows: Rules: Rules Tab Operations associated with the Screen Workflow rule entries Workflow rule entry criteria Field Validations: Event: Schedule: Field Rule Entry criteria Operation on which the Rule is configured Operation Tab Operation Tab Filters: Filter Configuration Selected Display Fields Filter Criteria To list references to an Operation: 1 Select the Operation in the [Sostenuto Service] > Operations > Summary screen. 2 Click View References on the Operations Area. If references to the Operation are found, a grid similar to this is displayed: Figure 94: Rules that refer to this Operation are displayed in the right panel If no references are found, the following message is displayed: 3 Click on a folder in the left panel to list its contents in the right panel. You cannot display the details of the listed records. The refresh button returns you to the first folder in the left panel. The View References window is independent of Sostenuto; you can continue to work in Sostenuto once it is opened and it stays open until you close it or end the session. The information displayed does not change when you select a different module in the Right Navigation Area. 91

92 Field Management Once the Service has been created you must define the fields that will be used within it for data capture. Only the Fields that belong to the defined Service should be added within Field Management. If required, fields in other Services may be referenced, but these are defined within the Associations area of Service Management, not within Field Management. See Add Association (page 148). You must define fields before you fully design screens or Operations that will update either Service Request or Task histories. Fields are also required before you can define any criteria that may trigger Workflows or Lifecycles. Therefore, Fields should be defined early in the configuration of a new Service. When creating a new field the following information should be added: When you select the appropriate Field Type, the screen will dynamically change so that further appropriate details may be defined for that type of field. For example, if you were defining a checkbox as the control type the screen would also display the field, allowing a default setting to be defined. If you define a List field as the control type, the screen would display an area for managing the contents of this list. The following screen shows the addition of a field of type List : Figure 95: Adding List Fields As stated previously, only fields that are directly owned by this Service should be defined here. Other fields that are required through referencing fields in other Services should be defined within the Associations area of Service Manager. Real Number Field Masks Real Number Fields feature the ability to control a mask for the input and display of information into the field itself. Such a mask can be used to specify the number of digits that are allowed to the left and right side of the decimal point. 92

93 SYSTEM MANAGEMENT USER'S GUIDE When configuring a Real Number Field mask some additional options are available for configuration on the right-hand side of the screen as shown below. Figure 96: Configuring a Real Number Field Mask Two fields are used to set the mask itself, Digits to the left of decimal point and Digits to the right of decimal point. If either Unlimited Boolean field is ticked the corresponding part of the field is disabled and cannot be edited, and a value of -1 is displayed within the fields themselves indicating that no field mask is present for the Real Number field. To set a field mask for a Real Number field uncheck the Unlimited option for the corresponding part of the field (Digits to the left/right of the decimal point) and enter a value. For example, if configuring the Real Number field to display currency such as Pounds Sterling, US Dollars or the Euro, simply specify a value of 2 in the field and it will not be possible to enter or display more than 2 decimal places in the field. A value of 0 would mean no decimal places are possible. Field masks specified at the Field Definition level are used when the field is added to a screen for input. However, if required this mask can be modified for the specific field when it is added to the screen. Field Types To add a field to a Service: 1 Select the Service in the System Management summary screen. 2 Click Fields in the Right Navigation Area. The [Service name] > Fields > Summary screen is displayed. 3 Click Add Field in the Operations Area. Examples of the different types of field that may be added within the Field Manager of Sostenuto are listed in the following sections. Any fields added in this area are then available to use throughout all areas of Sostenuto. Text Figure 97: Add a Text Field 93

94 Field Management Large Text (Memo) Figure 98: Adding a Large Text Field Boolean Figure 99: Adding a Boolean Field 94

95 SYSTEM MANAGEMENT USER'S GUIDE Number Figure 100: Adding a Number Field Large Number Figure 101: Adding a Large Number Field 95

96 Field Management Real Number Figure 102: Adding a Real Number Date Figure 103: Adding a Date Field 96

97 SYSTEM MANAGEMENT USER'S GUIDE Date/Time Figure 104: Adding a Date/Time Field Duration Figure 105: Adding a Duration Field 97

98 Field Management Time Figure 106: Adding a Time Field List Figure 107: Adding a List Field 98

99 SYSTEM MANAGEMENT USER'S GUIDE Account Figure 108: Adding an Account Field Sublist Figure 109: Adding a Sublist 99

100 Field Management Add Field To add a field to a Service: 1 Select the Service in the System Management summary screen. 2 Click Fields in the Right Navigation Area. The [Service name] > Fields > Summary screen is displayed, listing all the Field Definitions defined for the selected Service. By default a number of Fields are automatically created for the Service when the Service is initially created. These fields are used by Sostenuto to track important Service Request information such as Added Date, Updated Date, Owner, etc. It is possible to update the details of these system-generated fields but you cannot delete them. Figure 110: The Fields Summary 3 Click Add Field in the Operations Area. The following screen will be displayed. Figure 111: Add a Text Field 4 Enter a unique Name for the new field. This field is limited to 18 characters and cannot contain special characters as it is used as the name of the physical field within the Sostenuto database. 5 Enter a Description for the field. The description is optional, but this information will assist during the screen design process. 100

101 SYSTEM MANAGEMENT USER'S GUIDE 6 Enter a Caption for the field. The caption will be used to describe the contents of the field (field label) and is initially set to the Name of the field. 7 Select a Field Type from the available list e.g. text, date etc. The default field type is Text, as shown above. The field type depends on the information that it will hold. For example, a field type of text would be selected for Surname/Forename information. The following field types are available within Sostenuto: Text Large Text (Memo) Boolean Number Long Number Real Number Date Date/Time Time Duration List Sub List Account 8 Select the Category of the Field: Service Request Service Request History Task Task History 9 The Size field is enabled for text Fields only; enter its maximum number of characters. 10 Click Submit when all the details have been entered. Repeat for all required fields and click Close when the fields have been created. 101

102 Field Management Adding an Account Field When you add an Account field you create a pair of non-system-based fields - an Account field and a Group field. These enable you to keep references to multiple accounts within a record and to extend the ways in which records can be filtered (see Examples of using the Account/Group fields on page 205). These references do not affect the record's lifecycle or the workflow. Filters, rules and searches allow the same criteria for Account/Group fields as for system-based Account and Group fields, that is: Operator IS EQUAL TO IS NOT EQUAL TO BELONGS TO IS SET IS NOT SET Valid for Field type Account, Group Account, Group Account Account, Group Account, Group When adding an Account/Group pair, note that Name will be used as the Name for both fields, followed by 1 for the Account field and 2 for the Group field. For example, in the Knowledge > Fields > Add screen, the Name field contains REVIEWER. When you submit this, two Field records are created: REVIEWER1 is the Account field and REVIEWER2 is the Group field. When adding fields to a screen, you can add one or both of a pair of Account/Group fields. When only the Account field is present on the screen, the Group field is populated with the Account's primary Group. List Fields The List Field holds a number of values which are displayed at run-time as a drop-down list. To add a List Field, enter appropriate text into the Value field then click Add to add the data to the list box. By using the or buttons you can change the order of elements in the list. There may be a requirement where none of the elements in the list needs to be selected. You can add a None entry by clicking Insert [None]. The None entry is always at the top of the list irrespective of the order selected, i.e. ascending, descending or None. You can define a value to be a default value by selecting it from the defined list and clicking Set Default. You can also set the order of the values in the list by selecting Ascending, Descending or None. For example, you may want to define a list of cities such as Tokyo, New York and London. If you click Ascending the order of the list will be changed to: London New York Tokyo The order of the list can also be changed by moving individual elements up or down the list using the or buttons; for example, if you click on New York in the sorted list, then click on the button the order would change to: New York London Tokyo The sort order would change back to None (and the None radio button would be enabled) because the order has been changed by manual intervention with the button. On clicking Submit, the list gets created with the defined properties. When this list field is added to a user interface screen, the entire list will be available to the user and the default value will be displayed. 102

103 SYSTEM MANAGEMENT USER'S GUIDE Adding a List Field When adding a new List Field, 1 In the System Management Service, select the required Service from the Service Manager > Summary list. 2 Select Fields in the Right Navigation Area. 3 Click on Add Field in the Operations Area. 4 Enter a Name, Description (optional), and Caption for the new List field. 5 From the Field Type list, select List. The List Details panel will be displayed. 6 Select the Category of the List field. 7 Enter a Size for the field. This is mandatory. List Details 1 Enter the first Value in the list. 2 You can associate an icon with the Value by clicking the down arrow on the Graphic box; the following list is displayed: 3 Highlight a suitable icon and click Submit. It will appear in the list next to the value. 4 Click Add to add the new value to the list. 5 Keep entering and adding values until all list items have been added. 103

104 Field Management 6 The default sort order is None. Select Ascending or Descending if required. List items will be displayed in the order selected. 7 Click Submit when the list is complete. Click Close when all list fields have been created. The new field will be added to the Field summary list ready for use with the screen design element of System Management. At run-time, the operator will be able to select the relevant option from the list. Sublist Fields A Sublist consists of a list of common values, each of which may contain further sublists of values. Each row in the Sublist Details defines a different level of sublist, from first to fifth. An example of sublists can be seen in the Incident details screen. There, the Incident Type may be [None], IT Service Request or Incident. Each Incident Type has a list of different Categories; each Category may have its own list of Sub- Categories. In the [Service name] > Field > Add screen, the Incident Type would be the top level of Sublist Details, Category the second level and Sub-Category the third level. To add entries into these sublist fields, click on the Event radio button next to the sublist you want to define. Add the Field Name and Field Caption of the sublist field, for example Type, then define the list entries for that sublist. To define each entry, enter text in the Value textbox; when you click the Add button this appears in the adjoining list panel and in the Entry drop-down list for the selected Event. You can change the order of the entries in the list using the or buttons. To set the default value to be displayed, select an entry from the Entry drop-down list and click Set Default. This marks the record as the default value. By clicking Insert [None], a [None] entry gets added to the list. You can also set the order of the values in the list by selecting Ascending, Descending or None, but the [None] entry always stays at the top of the list. If you change the order of the list with the or buttons (after previously selecting Ascending or Descending sort order), the sort order changes back to None (i.e. the None radio button is enabled). To add the second level of any Sublist, select the entry for which you want to create a sublist from the Entry drop-down (for example IT Service Request), then click the radio button for the second level and specify the name and caption for the sublist, for example Category. When you have completed that sublist, you can select the next entry from the Entry drop-down list (for example Incident) and repeat the process to add a second level of sublist for that entry. The same process is used for any further levels. Note that you must add the sublists in sequence. You cannot define entries at the third level of sublist before adding the second level sublist. 104

105 SYSTEM MANAGEMENT USER'S GUIDE Adding a Sublist When adding a new List Field the take the following steps: 1 In the System Management Service, select the required Service from the Service Manager > Summary list. 2 Select Fields in the Right Navigation Area. 3 Click on Add Field in the Operations Area. 4 Enter a Name, Description (optional), and Caption for the new Sublist field. 5 Select Sublist from the Field Type list. The Sublist Details panel will be displayed. 6 Select a Category to indicate where the fields will be used, for example, a Service Request or Task. 7 Enter the Size of field. This is mandatory. Each row of Sublist Details represents a sublevel. You can enter a maximum of five sublevels. 1 Click the Event radio button for the first row. Enter the Field Name for this sublist. It is automatically displayed for the Field Caption as well, but you can change it if preferred. 2 Click in the Value field, enter your first value and click Add. It is displayed in the adjoining panel and in the Entry drop-down list. Repeat these two steps to add all the values for the first sublevel. Click Insert [None] to add a [None] value to the sublist. 3 Choose a sort order by selecting Ascending, Descending, None or manually using the or buttons. Note that [None] will always appear first in the list, if present. Select a value from the list and click Set Default to select a default value if required. Adding further Sublists Follow the steps below to complete the second level Sublist and create further Sublists. Figure 112: Adding Sub-List Entries 1 From the Entry drop-down list in the previous sublevel, select the entry for which you want to create a sublist. Note: You cannot create sublists for a [None] entry. 2 Click on the Event radio button of the next sublevel. 3 Enter a Field Name and Field Caption for the new sublist. 4 In the Value field, enter a value to add to this sublist. 5 Click on Add, then enter the remaining Values for this sublist. 6 If required, sort the list and set a default as above. 105

106 Field Management Repeat these steps for each entry for which you want to create a sublist. When you have competed all the sublists at this level, repeat the process for the next sublevel. When all the sublist information has been entered click Submit to save this Field. Click Close to return to the [Service name] > Fields > Summary screen. Delete Field You can delete an existing Field in two ways. In the [Service name] > Fields > Summary screen, click the checkbox beside the Field record Figure 113: Selecting a Field In the [Service name] > Field > Update screen. 1 Click Delete Field on the Operations Area. The following dialog box is displayed. 2 Select Yes to delete the field. Note: This physically deletes the fields from the database. View Field To view an existing field: 1 In the [Service name] > Fields > Summary screen, highlight the field you wish to view. 2 Click View Field on the Operations Area, or double-click the field in the summary list. 106

107 SYSTEM MANAGEMENT USER'S GUIDE View References To find out quickly where a specific record is referenced in the configuration use View Reference, the reference look-up feature. It displays the number of records in the system that use the selected record. View References lists records in the following areas that refer to a selected Field: Area Tab Type Operations: Lifecycles: Associations: Screens: Workflows: Rules: Preset Solutions Interface Mappings: Filters: (permanent filters only) Account Manager (Account Profiles) Service Details Report Wizard reports Landing Page Operation parameters Lifecycle criteria Used as associated field in another Service Screen design Workflow entry criteria Validations: Event/Schedule: Description Interface Mappings Rule Entry criteria Field Configuration Field Sort Order Statistics Login Configuration Display Icon Display Name Display fields Summarisation Fields Charts/Statistics Field Validation Field Rule entry criteria Criteria Field Update Triggered Operation parameters Notification Selected Display Fields Filter Criteria You cannot display the details of the listed records. To list references to a Field: 1 Select the Field in the [Sostenuto Service] > Fields > Summary screen. 2 Click View References on the Operations Area. 107

108 Field Management If references to the Field are found, a grid similar to this is displayed: Figure 114: Screens that refer to this Field are displayed in the right panel If no references are found, the following message is displayed: 3 Click on a folder in the left panel to list its contents in the right panel. You cannot display the details of the listed records. The refresh button returns you to the first folder in the left panel. The View References window is independent of Sostenuto; you can continue to work in Sostenuto once it is opened and it stays open until you close it or end the session. The information displayed does not change when you select a different module in the Right Navigation Area. 108

109 Screen Management Before creating the screens for a Service you must define the Fields and Operations that will be used within the Service (and thus within the Service's screens). Fields may be defined within either Field Management (page 92) or Associations (page 146). Once all Fields and Operations are created you can begin to design the Screens. You have the option to add the screen, save it and leave the design until later, or to add it and proceed to the design area immediately. Designing Screens within Sostenuto is a simple task of dragging and dropping screen components into the desired positions and modifying the properties of the various components. You can also move a screen component by using the arrow keys while pressing Ctrl. When configuring the dimensions of grids, be aware that the Theme selected at runtime may affect the number of records the grids can display (see page 115). Designing screens with Dynamic Screen Layout Sostenuto is designed to display on workstations that have different screen sizes and resolutions. To mitigate the problem of unused space on the bottom and right of large/high resolution workstations, dynamic screen layout can move screen components around and resize some of them to fill all the available screen space at runtime. The dynamic layout manager works by adjusting the screen so that none of the components overlap. The expandable rows and columns are selected to cause the least impact on the fewest non-resizable components. If two or more rows and/or columns have equal impact the ones closest to the right/bottom are selected. Only the following types of components are resized to occupy available space on the screen: Memo Group Box Chart Filter Grid To ensure that non-resizable components stay together when the screen size changes, you should group components in boxes when you design the screen. Any resizing movement that then takes place will be within the confines of the box. Note: Components must be positioned so that they are either completely inside or completely outside group boxes. If the top left-hand corner of a component overlaps the edge of a group box it causes unpredictable results when the screen design is saved. For this reason you are strongly recommended to preview each screen before saving the design. If the screen is too full to prevent components overlapping group boxes you have the option to disable dynamic layout. Two settings control dynamic screen layout: globally, in the GlobalParameters_EN.prop file (see the Sostenuto Configuration Guide). Defaults to true. in individual screens, the Dynamic Layout checkbox in the Screen Details screen. Defaults to checked in Add Screen. The effect of combining these two settings is shown below: Global parameter Use Dynamic Layout? Dynamic screen layout false true OFF true true ON false false OFF true false OFF Not set false OFF Not set true ON That is, dynamic screen layout is OFF if either of these settiings is false. 109

110 Screen Management Define a Screen The process of designing new screens for the selected Service is described below. 1 In the Service Management area of the System Management Service, select the relevant Service. 2 Click Screens in the Right Navigation Area. A list of existing screens will be displayed. 3 Click on Add Screen in the Operations Area. The following screen will be displayed. 4 Enter a Name and Description for the new screen. This description is not mandatory but can describe the screen's purpose in more detail. 5 Dynamic Layout is checked by default. Leave it unchecked if you want the screen layout to be fixed at runtime. 6 Select whether this will be used as a Base Screen or Popup Screen. If you selected Base Screen click Submit to simply add the new screen, or Submit and Design to submit the screen and begin the Screen Design (page 111). Popup Screen When defining a Popup screen, some additional settings need to be made: 1 In the [Service name] > Screens > Add screen, select Popup Screen as the Type. 2 Specify the Category of the Popup screen that you want to create: Service Request, Task or None. 3 The Available Operation(s) window will display Operation parameters of the selected Category. Service Request displays only Service Request Operations. Task displays only Task Operations. None displays NO Operations, but you can specify one or more Operations to be associated with the screen that you are creating. This enables you to use the same screen for several Operations because the screen is not associated with any specific Operations. 4 For a Category of either Service Request or Task, select the Operations from Available Operation(s) and use the arrow buttons to move them to the Selected Operation(s) panel. The Field Picklist will only show Operation parameters that are COMMON to the Operations that you selected, such as Details. 110

111 SYSTEM MANAGEMENT USER'S GUIDE 5 Click Submit to simply add the new screen or click Submit and Design to invoke the Screen Designer (below): Figure 115: Popup Screen 6 To display the broken line at the border of the popup screen click inside the dotted screen area. Change the screen's size by clicking on the border and dragging it into position. 7 To resize the Popup screen, position the mouse on the outermost area of the screen, where a thick black edge will become visible. Drag the screen to the desired size. Screen Design The blank screen is shown below: Figure 116: A new screen ready to be designed Right-click on any unoccupied part of the screen to display the screen's Properties in a popup, as shown below. 1 To change the Background colour of the screen, click on the Value field then select the colour chooser. The Default value is the theme currently selected in the Preferences screen in the Further Options menu. 2 To select a Background Image, double-click on the Value field to display the Image Chooser. By default the Background Image is [None]. If you select a Background Image this will overlay the colour you have set as the Background. 3 To change the dimensions of the screen, right-click on the screen itself and modify the Width and Height parameters as shown in the dialog box below. This enables you to make screens larger than the available space within the Sostenuto interface. In this circumstance scrollbars will be displayed as appropriate. 111

112 Screen Management 4 To set the snap-to-grid select Grid Resolution. The default setting is to a grid of 20 pixels but it can be any value between 1 and When you drag a field around the screen it will snap to the nearest top-left co-ordinates of the grid, ensuring perfect alignment of all fields. Figure 117: Setting a Popup Screen's Dimensions 5 To set a Popup screen's position relative to the top left-hand corner of the screen, set the X (across) and Y (down) parameters. 6 Click Apply to save these settings. Field Picklist To begin adding defined fields, select Field Picklist in the Operations Area. A list of fields specifically for use in this selected Service is displayed. Scroll through the list to see all available fields. Fields coloured green are reference fields within an Association. Fields in orange are the top level fields of Sublists. You can drag Sublist fields onto the screen individually, or drag the entire Sublist structure onto the screen using its top-level orange label in the Field Pick List. 1 Drag a required field from the available list onto the screen and place where required. The field and label may be moved independently; each may have its own properties, such as colour, size and font properties, etc. 2 Click Close when all the required fields have been dragged onto the screen. You can now proceed to add grids, locate fields in logical groups and set the tab order. 112

113 SYSTEM MANAGEMENT USER'S GUIDE Changing Label Properties When designing a screen you can modify the properties of all components within the screen. Right-click on the label of a field to change it. The following options are available: The information in the Name column displays the elements of the label that may be changed. The information in the Value column displays the current settings. 1 Click in the Value area of the element you wish to change. The options available will vary; for example, when you click in the Font Value a list of fonts will be displayed for selection purposes, but if you click in the Caption Value, you can edit the Caption label. 2 Repeat this process until all labels have been modified as required then click Apply to save the settings. Using HTML tags for wraparound captions When you set up a message for a screen the text may occupy more than one line, as in the example below: Figure 118: Message text in separate captions You can set up a label for each line, but if you amend the message in future you will have to edit each label separately. An easier approach is to create one label with a caption which has the usual fixed width but can spread over multiple lines. 1 Prefix the caption with <HTML><P>, enter the message text then add </P></HTML> as a suffix; for example <HTML><P>Please enter below the reason for the resolution of this Incident, including all relevant information</p></html> 113

114 32. Screen Management 2 Ensure that all the message text is visible on the screen by clicking and dragging the edges of the label: Figure 119: Caption on two lines, formatted with HTML tags or by altering the Height field. 3 Click Apply to save the changes. Using HTML tags for Bold text To create bold text in a label's caption, enter <strong> before the text and </strong> after it, as shown below. Figure 120: Enter HTML tags before and after the word you want to embolden Changing Field Properties When designing a screen you can modify the appearance and behaviour of its fields. Right-click on the field that you wish to modify. 1 The options available will vary depending on the field type that is selected. The Name column displays the elements of the field that may be changed. The Value column displays the current settings. Figure 121: Changing Field Properties 2 Click in the Value column of the element you wish to change to see the available options. For example, Background/Foreground displays a customisable colour palette. 114

115 SYSTEM MANAGEMENT USER'S GUIDE 3 Repeat these steps until all the required fields have been modified. Undo/Redo Screen Design Changing the properties of a screen component, such as size and position, can be tricky when the screen has many components and a high grid resolution. However, the Ctrl+Z (undo) and Ctrl+Y (redo) keystrokes now enable you to reverse/reinstate up to 25 component property changes made in the present editing session. The undo/redo functionality tracks actions which change the properties of a component on the screen such as changes to a field's width or height. It does not track actions like dragging and dropping a component or removing a component from the screen. Every time you save the screen design the buffer of tracked actions is cleared. Adding Grids to Screens Grid displays are provided for viewing lists of important information, such as a summary of records within a Service, or the historic information of a record, i.e. what Operation has been performed, who performed it, when it took place and any State change that may have occurred as a result. The following types of Grid are available within Sostenuto: Service Request Summary: This allows many Service Requests to be displayed within a single filter. Service Request History: This displays the historical updates taken when updating a Service Request. Service Request Association: This displays all records currently associated with the selected record. Task Summary: This displays a list of all Tasks that are created for a Service Request. All Task Summary: This displays all Tasks created within the current Service; it does not use the currently selected Service Request to narrow the results. The Grid uses the same Filter definitions as the Task Summary Grid. Task History: This displays the historical updates taken while updating a Task. When configuring a Grid, note that the top and bottom display bars are bigger in the colour Themes than in the Default theme, which changes the number of records the Grid displays. The Default Theme's optimum grid height of 175 pixels displays five rows of records, but you must set the height to 200 to display five rows in a colour Theme. Configuring the optimum height for a Grid is only effective until users with the appropriate permissions change the Theme at runtime. A possible way round this problem is to turn on Dynamic screen Layout (see page 109), which allows the grid size to change at runtime. Follow this procedure to add one or more of the Grids to a screen. 115

116 35. Screen Management 1 Select Grid Picklist on the Operations Area. The Grid Pick List displays the available grid types. 2 Drag a grid from the Grid Pick List onto the screen and position it as appropriate. It may be moved to another position by left clicking and dragging with the mouse. The Grid can be positioned wherever there is free space. 3 To resize the grid, left click and hold the edge of the grid, then drag to size. The grid will now be placed and sized accordingly. Figure 122: Adding a Grid Click Close when you have finished selecting grids. Companion Picklist The Companion Pick List may be used to add additional components to your screen design. Right-click on it to see the available configurable options. For example, right-clicking on the Image Holder companion will allow you to select an appropriate image to be displayed within the image holder. The following components are available within the Companion Pick List; they may be dragged and dropped onto the main Content Area. Right-click on each component to view and configure its attributes. 116

117 36. SYSTEM MANAGEMENT USER'S GUIDE Figure 123: The Companion picklist Chart: This allows you to specify the properties of the summary chart. You may configure the chart's attributes, such as background colour, foreground and font. In addition, you select the chart's category (Service Request, Task History etc.) and type (Line, Pie or Bar). Note: While you can have several summary charts on the same screen, consider the following: the number and type of charts on the screen should serve a useful purpose for the user; if several charts have filter queries carried out while the entire screen is refreshed, this could impact performance; performance may also be an issue when adding statistical information to the screen. Group Box: This allows you to group other screen components together within a box, thus logically identifying related fields so that the user becomes familiar with the interface for adding and managing information. The group box keeps components together when dynamic screen layout is enabled; that is, when the screen is stretched and the components move around to fill the space, those in a group box will only move within the box. Image Holder: This option allows you to add an Image Holder to the screen that may include an image or animated.gif file as part of the screen design. Label: This allows you to add additional text information to any screen without an accompanying field. You may modify and configure the attributes of the text labels, such as font, font size, font type, etc. Add a new label to the screen by dragging and dropping the label component from the Companion Pick List to the main Content Area. Figure 124: Screen Labels Reset: This option allows you to add a Reset button. This enables users to return a record to its previously-saved values without closing it. Save: This option will allow you to add the Save button. This is needed so that users can update information, for example, amend contact details and save them. Submit: This option will allow you to add a Close button. This is needed so that users can close a record without updating it. Click Close to close the Companion Pick list. Set Tab Order When designing a screen you can set the tab order, i.e. the sequence in which the cursor will travel through the fields when the Tab key is pressed, by setting the Tab Order property for each Field independently. However, this method is time consuming. 117

118 37. Screen Management Select Set Tab Order on the Operations Area to set the Field tab order easily. The fields in the Screen Field List are shown in their tab order. Figure 125: Setting the Tab Order 1 Select a field in the list and use the and buttons to move it up and down the tab order. To select and move multiple Fields press the Ctrl button as you select each Field. 2 When the Tab Order is set correctly click Submit to commit the changes. Previewing screens Before saving a screen design you can preview how it will look without grid lines, dotted lines and the other visual distractions of the Screen designer. 1 To preview, double-click in a blank area of the screen. To get the most accurate preview, click close to the edge of the screen; if you click inside a component such as a group box it will still be surrounded by dotted lines in the preview. 2 The screen is lifted off the Screen designer and opens as a new window: Figure 126: Preview the screen before saving it You cannot move the elements within the preview screen, but you can change the screen's size by dragging its edges. When you do that any resizable elements stretch to fill the available space, even if Dynamic Screen Layout has been disabled, enabling you to assess its possible impact before saving the screen layout. 3 Click X on the previewed screen to close it and return to design mode. 118

119 SYSTEM MANAGEMENT USER'S GUIDE Copy Screen In order to improve efficiency, you can use Copy Screen on the Operations Area to copy an existing Screen as a basis for a new screen. 1 In the [Service name] > Screens > Summary screen, click the check-box beside each Screen that you want to copy. Figure 127: Selecting a Screen to Copy 2 Select Copy Screen on the Operations Area. This will create a copy of the screen. 3 The copied screen will have a default name of Copy(1) [screen name] for the first copy you make, Copy(2) [screen name] for the second copy of the screen, and so on. Figure 128: A Copied Screen 4 Highlight the copied screen in the Summary Grid and select View Screen on the Operations Area. 5 Amend the Name of the Screen as required. 6 Click Save and Design to edit the Screen itself. Note that you can also select Copy Screen from the Screen Design screen. Note: When copying a Popup Screen associated with specific Operations, the only fields that will be available in the Field Pick List in Screen Designer will be the fields common to all those Operations. 119

120 Screen Management Save Screen 1 Click Save Screen on the Operations Area when the screen has been fully designed. Figure 129: A Fully Designed Screen 2 Click View Summary in the Operations Area to close the screen designer and return to the [Service name] > Screens > Summary screen. Delete Screen You can delete Screens from the [Service name] > Screens > Summary screen or the [Service name] > Screens > Update screen. In both cases use Delete Screen in the Operations Area. 1 The following prompt is displayed. 2 Click No to cancel the deletion or Yes to continue with the deletion of the selected Screens. Note: This physically removes the Screens from the database. View Screen To view an existing Screen: 1 In the [Service name] > Screens > Summary screen double-click the Screen in the summary list, or highlight the Screen you wish to view and click View Screen on the Operations Area. 2 The [Service name] > Screens > Update screen will be displayed, enabling you to view all the details of that Screen. View Screen Design To view the design of existing Screen: 1 In the [Service name] > Screens > Summary screen highlight the Screen you wish to view. 2 Click View Screen Design on the Operations Area. The screen will be displayed as shown below, enabling you to see all the features used in the screen, and to update it as necessary. 120

121 Workflows Defining a Workflow within a Service is effectively a method of controlling how an Account uses the Service and navigates around it. A Service must have at least one Workflow, and the Workflow defines how a user navigates from screen to screen within that Service. Workflows are not confined to the Service in which they are configured. You can create a Workflow entry that allows the addition of (or navigation to) a Service Request in another Service. You can also specify that the addition is in Context, so that after the Service Request in the other Service the user will be returned to the point they came from in the Workflow, i.e. it is a contextual jump to another Service. Before defining a Workflow you must have already defined Fields, Screens and Operations. Clearly, if the Workflow is going to reference other Services then these must also have been created and configured. Once the basic parts of the new Workflow are defined, you must then develop specific Workflow entries by choosing the Source Screen You must define the Screen that the Workflow entry will start from. For example, if you define the Incident Summary screen as being the start of the Incident Service Workflow, you must also state how the user can then navigate to a second screen. This is done by selecting an Event, i.e. a system level Operation that can trigger something else to happen. the Event and criteria that trigger the change Once the event is selected you may define the criteria on which the Workflow will be based. By defining criteria within the Workflow it becomes possible for the Workflow to branch out in different directions depending on which criteria have been met; for example, an Incident may follow different paths within the Workflow depending on whether it is categorised as Hardware or Software. the Target Screen When the event and criteria have been set you may then define the Target Screen. To do this you simply select the Service and the Target Screen within that Service. It will also be necessary, when referencing a screen in another Service, to define the Workflow that will be followed in the other Service. When all this information is fully defined you may submit it as a single Workflow entry. These steps can be repeated for all other Workflow entries required to fully navigate the application. Run-Time Processing Because Workflows are associated with user-defined Services, no Workflow can be created or configured for the System Management Service. A Service may have multiple Workflows defined, but each Workflow may be defined for only one Service. Every account in the system has a default Workflow associated with it, for each Service that the account accesses. This is the Workflow the system will use whenever the user navigates to that Service. Every Workflow has a default screen configured for the related Service; this is the first source screen defined in the first Workflow rule entry and determines which screen to display when the user selects a Service on the Service Bar. When a user switches to any of the user-defined Services the default Workflow associated with the account for that Service is determined the default screen configured in that Workflow is retrieved and displayed. The Operations that a user can perform on a given screen are also governed by the Workflow. The user can only see those Operations for which a Workflow path has been specified, i.e. the Operations on the screen defined in the Workflow rule entries as the source screen. This is in addition to any Security/Lifecycle or Operation Validation restrictions on Operations available to the user. The Global Operations that users can perform on a given screen are not configured in the Workflow. These Operations, such as View Tasks and View Associations, invoke pre-defined system screens. No Workflow path needs to be defined because these Operations are not included in the Events list when you configure the Workflow. 121

122 38.The example b elo w sh o ws ho w a simp le navig ation from a su mmary screen to an add screen and then to a history screen can be def ined with in Sost enuto. Workflows Examples of Workflow Rules A Workflow consists of the following elements: Name Description Workflow Rules (each one comprises one or more Workflow Rule Entries). Each Workflow Rule Entry consists of the following: Source Service Source Screen Source Event Target Service Target Workflow Target Screen Context Jump indicator Criteria The Workflow name must be unique in the Service for which it is being defined. The description of the Workflow is displayed in the [Service name] > Workflows > Summary screen. The default Screen is the first screen to be displayed when a user accesses a Service and follows that Workflow. It is configured as the first Workflow Rule Entry defined for the Workflow. Workflow Rules consist of one or more Workflow Rule Entries. A Workflow Rule Entry specifies a single path in a Workflow. It specifies the Target Screen to be displayed when a Source Event is performed on a Source Screen. For example: Source Service Source Screen Source Event Target Service Target Workflow Target Screen Context Jump Items Item Summary Add Item Items As Source Add Item No The above Workflow rule Entry specifies that when the user viewing the Items Summary screen clicks Add Item, the next screen displayed will be the Add Item screen. As the Workflow becomes more fully configured, additional Workflow Rules can be configured to determine the flow of the screens. Source Service Source Screen Source Event Target Service Target Workflow Target Screen Context Jump Items Item Summary Add Item Items As Source Add Item No Items Add Item Submit Items As Source Item History No Items Add Item Close Items As Source Item Summary No Items Item History Close Items As Source Item Summary No Each Workflow Rule Entry may also have criteria defined for it which indicate whether that Workflow entry should be executed or not. The criteria are built using the fields available on the Source Screen and other Service Request and Account-related information. The criteria evaluate to either a true or false value and execute the configured Workflow Rule. Whenever a user performs an Operation on a screen, the associated Workflow is consulted. All the matching Workflow Rule Entries are retrieved. The criteria for each of these Workflow Rule Entries are evaluated one after the other. The first Workflow Rule Entry which matches the criteria is evaluated and executed. The executed Workflow Rule Entry then governs the next screen to be displayed to the user. 122

123 SYSTEM MANAGEMENT USER'S GUIDE If the next screen belongs to another Service, you can specify whether the jump to the other Service should be a context jump or a non-context jump. Context Jumps This is an example of a context jump while adding an Items record in the Add Items screen of Items Service. If there are group link fields on the Items screen that reference Contacts information, the user may need to add a record for Contacts (switch the context to Contacts), return the reference of the Contact to the Items screen then enter the rest of the data for the Items record. This interaction is specified as a context jump in the Workflow. In this case the Workflow rule is specified as: Source Service Source Screen Source Event Target Service Target Workflow Target Screen Context Jump Items Add Item Context. Add Contacts Contact Workflow Add Contact Yes A context jump flag signifies that the jump to the Contacts Service will be treated as a context switch and, upon completion of the Add Operation in Contacts, control will return to the Items Service. Also, while in the Add Contacts screen, the user needs to add a new record in the Departments Service that is referenced by Contacts. In this case the user will switch context from the Add Contacts screen to the Departments Service add a record for the Departments Service, then return to the Add screen in the Contacts Service enter the rest of the data for the new Contact record submit the details of the new Contact record, then return to the Items Service. This interaction is specified in the Workflow in terms of the following rule entry: Source Service Source Screen Source Event Target Service Target Workflow Target Screen Context Jump Items Add Item Context. Add Contacts Contact Workflow Add Contact Yes Contacts Add Contact Context. Add Departments Departments Workflow Add Departments Yes Non-Context Jumps From a Service's screen, on a certain Operation, the user may want to go to another Service and continue in that Service. This is a non-context jump. The user cannot perform a non-context jump while adding a Service Request, but may do so while updating a Service Request. Consider the following example. While updating an Item record in the View Item screen of the Item Service, if Association fields on the Item screen reference Contact information, the user may need to view the Contact record and not return to the Item. This interaction is specified as a non-context jump in the Workflow. In this case the following Workflow rule is specified. Source Service Source Screen Source Event Target Service Target Workflow Target Screen Context Jump Items Item Detail Context Go to Contacts Contact Workflow Contact Details No This specifies that the user can perform the Go To Operation while on the Item Detail screen. The Target screen displayed is the Contact Detail screen. The Target Workflow that is defined for the Contacts Service will be followed. The Source Event itself is based on the selection of the Context Go to option, from the Context Menu which you see by rightclicking an Association field. 123

124 Workflows No explicit Source Event is required for the Search Operation from a Context Menu because the Search Operation invokes a system screen. This Operation becomes available in the Context Menu if you selected the Searchable option when defining the reference fields within the Association. You may also define the Workflow as Context when it references a screen in another Service. A Context Workflow Rule returns the user to the original screen following successful conclusion of the transaction in the target Service. If the Workflow entry is not defined as Context, the user remains in the target Service and follows that Service's Workflow. Graphical visualisation The Workflow's Rules tab stores the rules of the Workflow, governing the transitions to screens at each point in a Service's lifecycle. The Graph option enables you to display the information about a Workflow in the form of a diagram, as well as the usual grid format. You can rearrange the layout of the graph to focus on the parts you need to see. To display the Workflow graphically click the Graph button. Most Workflows are too large and complex to display all their information in one diagram, so you can tailor the detail using the controls on the left-hand side of the screen: Appearance of the boxes and arrows Starting point of the Workflow graph Type of Screen displayed (Base/Popup) Display Screens from other Workflows (reached by context jumps). 124

125 SYSTEM MANAGEMENT USER'S GUIDE Workflow summary screen The [Service name] > Workflows > Summary screen lists all the Workflows defined for the selected Service. The Operations available on this screen are Add Workflow, Delete Workflow, View Workflow and View Workflow Graph. View Workflow and Delete Workflow are available only if there is at least one Workflow defined for that Service. Many Workflows may be defined for a single Service, which is useful when opening up the application to an external user or customer. It allows the customer to have their own Account, and when this accesses the application the Workflow determines how it interacts with Sostenuto. Add Workflow To create a Workflow, select the desired Service in System Manager and click Workflows in the Right Navigation Area. Many Workflows may be defined for a single Service, which is useful when opening up the application to an external user or customer. It allows the customer to have their own Account, and when this accesses the application the Workflow determines how it interacts with Sostenuto. When defining Workflow Rule entries for Popup screens, you can specify a built-in Target Screen literal of <Base Screen>. This means that you do not have to explicitly specify the target screen, but can instead specify that when the source event occurs, the target screen is the <Base Screen>. The system will then determine which base screen to return to at runtime. Figure 130: Specifying Workflow Rules In the grid shown above, you can see that when either Submit or Close is invoked on the Popup screen, control is returned to the <Base Screen>. Add Workflow - General tab In the Service Management area of the System Management Service, select the Service for which the Workflow is to be created. Click Workflows in the Right Navigation Area. 1 Click Add Workflow in the Operation Area. The following screen will be displayed with the General tab selected as a default. Figure 131: Adding A Workflow 125

126 Workflows 2 Enter a unique Name for the new Workflow. The name field is mandatory and must be entered. 3 Enter a Description for the Workflow. This is optional and may be used to describe the Workflow in more detail. 4 Click on the Rules Tab to begin defining the Workflow. This tab will allow the user to add, update and delete Workflow rule entries for a given Workflow. These Workflow rule entries specify the navigation between various user-defined screens. Rules tab The Rules tab holds information about the source screen, the Operation performed, and the target screen. Use the Rules tab to add, update and delete Workflow rule entries for the Workflow. These Workflow rule entries specify the navigation between various user-defined screens. The entry point for the Workflow is the Workflow's default (first) screen. When the user enters the Workflow for the first time, either after login or at the time of Service jumps, this is the screen that will be displayed. It is configured as the Source screen in the first Workflow rule entry for that Workflow. A Workflow is unusable without a default screen: in order to configure the default screen you must add at least one Workflow rule entry to the Workflow. You cannot save a Workflow without Workflow rule entries. Information about context jumps and Goto jumps is also entered in this tab. All available Operations for the specified Category are displayed in the Source Event field. The Criteria area enables you to specify a criteria expression to be associated with a particular Workflow rule. The Source Screen selected in the first Workflow rule entry determines the default (first) screen for the Workflow. Since not all screens are suitable as first screens, the Source Screen list for the first Workflow rule entry contains only valid first screens. Also, in this first Workflow rule entry the Source Service must be the Service for this Workflow. You cannot delete the first Workflow rule entry until the second Workflow rule entry satisfies the same criteria. The Workflow is displayed in the grid in this tab. As far as possible, the sequence of Rules in the Workflow should correspond with the Service's Lifecycle. In the example below a new Workflow is defined for the Incident Management Service. 1 In the Source panel Select the Service for which the screen is defined. The Screen and Event lists depend on the Service selected. Select the Screen on which the Operation will be performed. Select the Category of the Operation that will be the Event for the Workflow Rule. Select the Event that will occur on the screen. Check the Context Jump checkbox for a context jump to occur. Context jumps are only possible in Add (Create) Operations. For Context Add Operations, the Context Jump checkbox will be checked automatically and disabled. 2 In the Target panel To navigate within the same Service, select the same Service as for the source Service. This will disable the Workflow list. If the selected Event causes a jump across Services, select the Service. The Screen and Workflow lists depend on the Service selected. Select a Workflow. Select the Screen to be displayed when the event is completed successfully. Figure 132: Setting the Target Screen For Popup screens, you can specify <Base Screen> as the Target Screen; when the source event occurs, the system determines which base screen to return to at runtime. 126

127 43. SYSTEM MANAGEMENT USER'S GUIDE This is an example of a completed Workflow: Figure 133: Specifying Workflow Rules In the grid shown above, you can see that when Submit or Close is invoked on the Popup screen, control is returned to the <Base Screen>. When Save is invoked the Target Screen defaults to <Base screen> but you can change this to navigate to any appropriate Target Screen; for example, from the Incident history screen to the Incident Summary screen. Add Criteria 1 Click Add to add the specified Workflow rule entry to the Workflow. Once added, the rule entry will be displayed in the grid in the bottom panel. Once the grid contains entries you can click Graph at any time to see the Workflow in the form of a diagram. Figure 134: The First Workflow Rule 2 To specify additional criteria for each rule entry in the Workflow click Edit, which invokes the expression builder screen (see page 17). You can define the criteria on the expression builder screen, then click OK to display the defined criteria in the Criteria text box. Note: The next time you invoke the expression builder it will still contain the criteria for the previous rule entry. Highlight any unwanted criteria and click Delete or Delete All, as appropriate, to clear them. 3 Return to the Source panel and repeat the process to define each additional Workflow rule. 4 When updating a Workflow rule, select it in the bottom panel to promote it to the Source and Target panels, make the changes and click Update, then click Save. 5 When all the Workflow rules have been entered, click Submit to add the new Workflow. This may take several minutes. Click Close to exit the Workflow screen. The new Workflow is displayed in the [Service name] > Workflows > Summary screen. To delete a Workflow Rule, check the box beside it in the grid and click Delete. 127

128 Workflows Graph The Workflow Graph provides an alternative tool for viewing a Workflow. It displays the information from the Rules grid as a diagram, where the boxes represent Screens and the arrows which lead from one Screen to the next represent Workflow Operations. In the diagram, boxes represent the screens in the Workflow. Each box contains an icon to show what type of screen it is: indicates a Base screen. indicates a popup screen. The box always contains the name of the Screen, followed by the name of the Workflow to which the Screen belongs. Other information in the box depends on the view you select. The appearance of an arrow depends on the type of rule or operation it represents: Solid blue, one arrowhead Solid blue, arrowhead at each end Solid grey Dashed grey, one arrowhead State changing rule Context jump rule Non-state-changing operation, starts and ends at the same screen Popup dismissed. A (*) above an arrow shows that several operations lead from this Screen to the same next Screen. For example, nearly every non-state-change arrow will have this (*). Hover the mouse above the (*) to list these operations. 128

129 SYSTEM MANAGEMENT USER'S GUIDE Workflow screen layout The Workflow Graph enables you to display the Workflow starting from a selected Screen. Use the drop-down list in the top left-hand corner to select the required amount of detail: Flat: Screen name and Workflow name in Screen box Operation names appear as labels on arrows. State Change Operations Screen name and Workflow name in Screen box Only the State-changing Operations available from this Screen Operation names appear as tooltips when you hover the mouse on the arrows. All Operations Screen name and Workflow name in Screen box All Operations available from this Screen Operation names appear as tooltips when you hover the mouse on the arrows. The Screens panel enables you to select the Screen which will be the starting point of the Workflow. The Filter panel lists Screen Types: Base Screen and Popup Screen. Workflows: All the Workflows that can be reached from this current Workflow. Some, such as the Item Workflow, make context jumps to several other Workflows. Note: By default the Base Screen and Popup Screen boxes, and the box of your current Workflow are already checked. You cannot uncheck both of these boxes; if you uncheck the current Workflow's box the Graph still displays the Summary screen. The top right-hand corner of the Graph has the following features: A slider which enables you to zoom in or out on the Graph view. The Layout button. Each time you click this it adjusts the layout of the Graph. Alternatively, you can adjust the Graph by clicking on boxes and dragging them around the screen. A Minimise/Maximise arrow. 1 Select the level of detail you want. 2 Highlight the Screen you want to start from. 3 Check the appropriate Screen Types and Workflows boxes. 4 Click Select. When the Graph is displayed, use the slider to zoom in and out, and the Layout button to adjust the layout. Click Close to return to the screen where you selected the Graph. Delete Workflow You can delete Screens from the [Service name] > Workflows > Summary screen or the [Service name] > Workflows > Update screen. In both cases use Delete Workflow in the Operations Area. 1 The following prompt is displayed. 2 Click No to cancel the deletion or Yes to continue with the deletion of the selected Workflows. Note: This physically removes the Workflow from the database. 129

130 Workflows View Workflow To view an existing Workflow, in the [Service name] > Workflows > Summary screen highlight the Workflow you wish to view. Click View Workflow on the Operations Area, or double-click the Workflow in the summary list. The [Service name] > Workflows > Update screen will be displayed, enabling you to view and update all the details of that Workflow. In the Rules tab you can also click the Graph button to view the Workflow as a diagram. View Workflow Graph The View Workflow Graph command provides a quick way to view a Workflow graph. 1 In the System Management Service, select the Service to be configured then click on Workflows in the Right Navigation Area. The [Service name] > Workflows > Summary screen is displayed. 2 Highlight the Workflow you wish to view then click View Workflow Graph on the Operations Area. See Graphical visualisation (page 124) for more information about using the Workflow Graph. 130

131 Lifecycle Management A Lifecycle defines the behaviour of a Service in terms of Operations and States. A Lifecycle is based on a predefined System State Machine but provides flexibility in the way it may be configured. There are 2 categories of Lifecycle; Service Request or Task. You can define one or more Lifecycles of each category for a Service defined in the system. A Lifecycle dictates which Lifecycle Operations may be performed on a Service Request or Task and when they may be performed. The Lifecycle controls access to Operations by only displaying on the Operations Area the Operations appropriate to a Service request in its present State. For example, an Incident that is currently in an Open State cannot be deleted, so the Delete Incident Operation will not be visible to the end-user. The Lifecycle can specify that only create, update, close and delete Operations may be performed on a Service Request. Operations performed on a Service Request or Task may change the State of that Service Request or Task. It is these States that represent key milestones throughout the Lifecycle of the Service Request or Task, from the time it is created until the time that it is deleted. Lifecycle Rules specify: the Operations that can be performed; the State in which the Operation can be performed; the resultant State of the Service Request/Task. For each Lifecycle you may define the trigger and appropriate rules. You must create a default Lifecycle but further Lifecycles can also be created and based on specific criteria. There should be no defined trigger (criteria) for the default Lifecycle, so that a Service Request or Task will follow the default Lifecycle if it does not satisfy the criteria of any of the other Lifecycles in that Service. Each Lifecycle may be triggered by specific criteria that you define. This provides greater flexibility in the system by enabling different Lifecycles to be followed according to the information entered by a user at runtime. For example, when setting up the Incident Management Service, you can define a Type field to represent the type of Incident being reported. This Type may be a software issue, hardware issue or network issue. To achieve this scenario, you define three different Lifecycles, then define appropriate criteria as the triggers for each Lifecycle, which must be met for them to be initiated. 'type equals Software' is the trigger for Lifecycle1. You then specify the Operations to be performed for that Lifecycle and the States in which they can be performed. Additional Lifecycles could be set up for other scenarios, such as 'type equals hardware'. When an Incident is logged and the type is set to 'Software', the Incident will follow Lifecycle1. You may also specify in which Lifecycle States the Save, Perform Association and Remove Association Operations will be available to the user. By default the Save Operation will be enabled in the user-defined States mapping to the system-defined States Create, Open and Update in the State Machine. The Save Operation will be available for the Service Request/Task only if it is enabled in the current State for the Lifecycle being followed. While adding a Lifecycle, you can add new States and Operations for the Service by using the Add State and Add Operation options on the Operations Area. You can set the precedence among the existing Lifecycles of a Service which belong to a selected category. When the Service Request/Task is created, a Lifecycle is associated with it on the basis of the trigger defined for the Lifecycles. If more than one Lifecycle satisfies the trigger criteria, the Lifecycle having the higher precedence will be associated with the Service Request/Task. After creating the appropriate States for the Service and adding the required Operations you can begin to define the Lifecycle(s) that will be used. A Service can have multiple Lifecycles defined for it although one must always be defined as the default Lifecycle. Other Lifecycles may then be 'triggered' through the use of criteria. A Lifecycle is the overall view of all the possible States that a Service Request can pass through from creation to deletion. When defining a Lifecycle you must also define how each State is accessed via an Operation. For example, an initial 'Logged' Service Request may be transitioned to 'Open' by the Open Operation. When adding a new Lifecycle you must define a name for the Lifecycle and optionally provide additional notes about its usage. You must also define whether the Lifecycle will be used for either a Service Request or for a Task. You can then define the Lifecycle 'trigger' that will be used to switch from the default Lifecycle to another more specific Lifecycle, as described in the example above. The default Lifecycle always has no criteria. 131

132 Lifecycle Management Once the trigger has been defined all that is left is to build the Lifecycle itself. Do this by choosing an Operation and defining the In State, When Operation is Performed and Change State To fields. For example: In State When Operation is Performed Change State To Logged Open Incident Open Logged Abort Incident Aborted Open Abort Incident Aborted Open Hold Incident Hold Hold Release Incident Open Open Resolve Incident Resolved Resolved Unresolved Open Resolved Close Incident Closed Closed Re-Open Incident Open Closed Archive Incident Archived Archived Restore Incident Closed To edit a single Lifecycle entry, select the entry in the list, modify the details and click the update button. Lifecycle - Creation of Service Request/Task When a new Service Request/Task is created, the system will access the list of enabled Lifecycles of the category Service Request/Task defined for that Service. It will then evaluate the trigger of each Lifecycle to determine which one matches the Service Request/Task details. If no matches are found, the default Lifecycle will be used for the Service Request/Task. If two or more triggers match, the Lifecycle having the higher precedence will be associated with the Service Request/Task. Once a Lifecycle is associated with the Service Request/Task, the only Operations possible on the Service Request/Task are the ones defined in the Lifecycle rules: at every stage the Service Request/Task will always be in a user-defined State in the Lifecycle. Whenever any Operation is performed on the Service Request/Task, the system checks the associated Lifecycle to find the State that the Service Request/Task will change to after the Operation is performed. Information is recorded in the History table whenever an Operation specified in the Lifecycle rules is performed on the Service Request/Task. Lifec ycle Precedence For any Service, you can set the precedence of existing Lifecycles in a selected category using Set Lifecycle Precedence in the Operations Area. When you select the category, the list of Lifecycles belonging to it is displayed in the grid below in order of their current precedence. The Name, Description, Status and Precedence information is displayed for each Lifecycle. You can change the precedence by moving the Lifecycles up or down in the grid. The old value will still be shown in the precedence column until the new precedence value has been saved. On Submit the screen will show the updated precedences, numbered according to their positions in the grid. On Close the [Service name] > Lifecycles > Summary screen will be displayed. Add Lifecycle The Operations available on this screen are: Add Lifecycle, View Lifecycle, Delete Lifecycle, Enable Lifecycle, Disable Lifecycle and Set Lifecycle Precedence. If there are no Lifecycles already defined for the selected Service, only Add Lifecycle is displayed. States and Operations must exist before a Lifecycle can be created. When defining a Lifecycle, you must identify a From State a To State the Operation that takes place to make the State change. You can add further States and Operations as necessary while adding a Lifecycle. 132

133 44. SYSTEM MANAGEMENT USER'S GUIDE To configure a Lifecycle, 1 in the System Management Service, select the Service to be configured then click on Lifecycles in the Right Navigation Area. Any Lifecycles that have been configured previously will be listed in the [Service name] > Lifecycles > Summary screen. 2 Click Add Lifecycle in the Operations Area. The following screen will be displayed, starting with the General tab. Figure 135: Adding a Lifecycle 3 Enter a Name and a Description for the Lifecycle. The Description is optional, but can used to describe the Lifecycle in more detail. 4 Select a Category for the Lifecycle. It indicates whether the Lifecycle is used for for a Service Request or a Task. 5 Select the Lifecycle Status: either Enabled or Disabled. When a Service Request or Task is added at runtime, it can only follow an enabled Lifecycle. Disabled Lifecycles are not available for use by a Service Request/Task at runtime. 6 Specify whether this will be the default Lifecycle by checking the Default Lifecycle box. It is used to specify if the Lifecycle is the default for the Service, in the selected Category. 7 To specify a trigger for the Lifecycle click Edit, which invokes the Lifecycle Trigger screen.define the criteria on this screen, then click OK to display the defined criteria in the Expression text box. See Build an expression (page 17) for a guide to defining criteria. When a Service Request/Task is added in the Service, and doesn't satisfy the trigger of any Lifecycle in the Service, it will follow the default Lifecycle in its category. Each Service can have only one default Lifecycle for each category. The default Lifecycle does not have a Lifecycle trigger. Lifecycle Rules Tab Click on the Lifecycle Rules tab to display the following screen. This is where you start to enter rules of the Lifecycle, which govern how the State of a Service Request/Task changes depending on the Operation performed on it. You can either: use the grid below to create the Lifecycle or click Graph to create the Lifecycle in the Graph screen, in the form of a diagram. 133

134 Lifecycle Management Whichever way you create the Lifecycle, the information will be added to this grid. Figure 136: Defining Lifecycle Rules To create the Lifecycle in the Lifecycle Rules grid: 1 Select a State from the In State drop-down list. 2 Select When Operation is performed that will invoke the State Change. 3 Using the System State Machine, Sostenuto restricts the list of States within the Change State To list so that you only have valid choices for Lifecycle Rules. Select a State from the Change State To drop-down list. 4 Click Add to add the new rule. It will appear in the grid below. Return to the In State list and repeat this process for each rule to be added. Note that you must add at least one rule for every State in the selected Service. 5 To update a rule, double-click it in the grid to populate the drop-down lists. Make the appropriate changes and click Update. 6 To delete a rule from the grid, check the box beside it and click Delete. To delete all the rules, check the box beside the In State header. 7 You can change the sequence of rules in the grid by selecting the rule you want to move and using the and buttons to move it in the grid. 134

135 45. SYSTEM MANAGEMENT USER'S GUIDE Figure 137: The Beginnings of a Lifecycle Lifecycle Rules tab - Graph The Graph is an important tool for designing or editing a Lifecycle. This consists of a screen which displays a Lifecycle as a diagram, where the States are boxes and the Lifecycle Operations are arrows which lead from one State to the next. Non-state change Operations are also shown as arrows, but they point back into the State box where they originate. Each time you connect two States via an Operation you define a Rule in the Lifecycle. Using the Graph you can select the amount of detail you want the Graph to display, from the drop-down list in the top left-hand corner view a Lifecycle as a diagram rather than a table, to check visually how new Lifecycles flow logically from State to State create a new Lifecycle define Lifecycle Rules, using the Connect sub-menu to specify the Operations which connect States. The top right-hand corner of the Graph has the following features: A slider which enables you to zoom in or out on the Graph view. The Layout button. Each time you click this it adjusts the layout of the Graph. Alternatively, you can adjust the Graph by clicking on boxes and dragging them around the screen. A Minimise/Maximise arrow. 135

136 Lifecycle Management Figure 138: This graph shows the non-state-change operations for the Active state Graph views When looking at a large and complex Lifecycle, the different views in the graph allow you to control how much information you see on the screen: Flat view State Change Operations All Operations State box shows State name only. State box shows State name every allowed State Change operation. State box shows State name every allowed State Change Operation every allowed non-state Change operation. Operation arrows only display labels in Flat view. In the other views hover the mouse above the arrow to see its name. A (*) above an arrow shows that several operations lead from this State to the next State. For example, nearly every nonstate-change arrow will have this (*). Hover the mouse above the (*) to list these operations. The appearance of an arrow tells you about the type of Operation, as shown in the Graph below: Solid blue Dashed grey Solid grey State Change Operations proceeding to the next State, such as Mark Item as In Repair pointing from Active to In Repair. State Change Operations returning to the previous State, such as Redeploy Item pointing from In Repair back to Active. Non-State Change Operations, such as Add Note which is available in most States.. 136

137 SYSTEM MANAGEMENT USER'S GUIDE Using the Graph to add a Lifecycle In the Lifecycle Rules tab, click Graph to open the Graph screen. Select the view you want to use from the drop-down list and click Design to begin creating the Lifecycle graph. You can use any view when creating a Lifecycle, depending on the amount of detail you want to see. A screen similar to this is displayed: Figure 139: The starting point for designing a Lifecycle The left-hand side lists all the valid States for the current Service. The right-hand side is the work area. The Lifecycle graph toggles between View mode, which cannot be edited, and Design mode where you select States and design the Graph. Click Update at any time to transfer the Lifecycle details to the Lifecycle grid. Once the Lifecycle has been completed and saved you cannot update it using the Lifecycle Graph. Build the Lifecycle When building a Lifecycle you can move the States into the work area singly or in groups connect States by dragging the mouse from the Operation name in the source State box to the target State box. use the right-click popup menu to select the connections permitted by the Lifecycle use the Layout button to rearrange the graph layout. The Layout option also appears in the right-click popup menu. You can only connect Operations as defined in the Lifecycle Rules. 1 Select from the drop-down menu the type of Operations you want to display on the graph. 2 Move the States in the list into the work area, either singly by double-clicking, or by highlighting several and dragging them. Each State is displayed in a box like the one shown below: The names of permitted Operations are listed below the State name. An Operation name is displayed in italics until you have used it to connect States. 137

138 Lifecycle Management 3 To connect to the next State in the Lifecycle either drag the mouse from the appropriate Operation in the source box to the target box in the work area, or right-click on the State box to display a Connect >> popup menu. In the list, State Change Operations can be identified by the >> after their names. Click on the target State. If you select an Operation which returns to the previous State you see this popup beside the target State's name: 4 The target State box and the connecting Open Incident arrow are added to the work area. In the source State box, the Operation name now displays as ordinary text, showing that it has been assigned. Repeat this connection process until you are satisfied that the Lifecycle is completed. Finally, click Update to transfer the Lifecycle Graph information to the grid in the Lifecycle Rules tab. Connecting non-state Change Operations Non-State Change Operations are only listed in the State box when you display All Operations. You select them in the same way as State Change Operations but the target State is the same as the source State, as shown below: To read the Operation's name hover the mouse above the arrow. 138

139 SYSTEM MANAGEMENT USER'S GUIDE Deleting Operations from the Graph Each time you select a State Change Operation to connect two States you define a Rule. When you use Delete or Disconnect you delete the Rule by removing the Operation from that part of the Lifecycle. The Delete and Disconnect options are available when creating and updating a Lifecycle. The Disconnect option is accessed from the source State box but you must right-click on the appropriate Operation arrow to use Delete. Disconnect an Operation Note: Disconnect can be used for any Operation in any Graph view. 1 Right-click on the State box which is the source of the Operation. A popup similar to this is displayed: 2 In the Disconnect menu click on the appropriate Operation. The Operation arrow is removed and the Operation's name is displayed in italics in the source State box, showing that it is no longer used. Delete an Operation Note: You cannot use Delete for non-state Change Operations in the State Change Operations view. You cannot use Delete at all in Flat view. 1 Right-click on the Operation arrow you wish to delete; a Delete popup is displayed. 2 Click Delete to remove the Operation arrow. The arrow disappears and the Operation name is displayed in italics in the source State box, showing that it is no longer used. Advanced tab The Advanced tab enables you to set the specific States in which Global Operations can be performed. 1 Select the Advanced tab. Figure 140: Advanced Lifecycle Configuration 2 Carry out the following selections for each State in the Lifecycle: Select a State Select the Global Operation to be performed in that State, from the Enable drop-down list. 3 Once all the States have been matched with an Operation, click Submit to submit the new Lifecycle. A message in the Operation Results Area will tell you whether the Lifecycle has been added successfully. 4 Click Close to exit the [Service name] > Lifecycles > Add screen. 139

140 Lifecycle Management Delete Lifecycle You can delete Lifecycles from the [Service name] > Lifecycles > Summary screen or the [Service name] > Lifecycles > Update screen. In both cases use Delete Lifecycle in the Operations Area. 1 The following prompt is displayed. 2 Click No to cancel the deletion or Yes to continue with the deletion of the selected Lifecycle. Note: This physically deletes the Lifecycle from the database. Lifecycles do not necessarily have to be deleted. Instead, they may be disabled. View Lifecycle To view an existing Lifecycle: 1 In the [Service name] > Lifecycles > Summary screen highlight the Lifecycle you wish to view. 2 Click View Lifecycle on the Operations Area, or double-click the Lifecycle in the summary list. The [Service name] > Lifecycles > Update screen will be displayed, enabling you to view all the details of that Lifecycle. Enable/Disable Lifecycle Lifecycles that are no longer required, or just need to be deactivated for a short time, can be disabled. Once the Lifecycle is required again it is easy to enable it. To enable or disable an Lifecycle, 1 In the [Service name] > Lifecycles > Summary screen, check the box beside the Lifecycle you wish to enable/disable. 2 Select Enable Lifecycle/Disable Lifecycle in the Operations Area to change the state of the Lifecycle. A message in the Operation Results Area tells you if the operation was successful, and the Lifecycle's Status field changes immediately. Note that you cannot disable the default Lifecycle for a Service. Set Lifec ycle Precedence To change the precedence of Lifecycles in a category within a Service, from the the System Management service select the appropriate Service and click Lifecycles in the Right Navigation Area. 1 Click Set Lifecycle Precedence in the Operations Area. The [Service name] > Lifecycles > Precedence screen is displayed: 140

141 48. SYSTEM MANAGEMENT USER'S GUIDE Figure 141: Setting Lifecycle Precedence 2 Select the Category of Lifecycles to be re-ordered. 3 Change a Lifecycle's precedence by selecting it in the grid and using and buttons to move it. 4 The Lifecycles retain their original Precedence numbers until you click Save. Once you have done so, the screen displays them in their new positions with updated Precedence numbers. 5 Click Close to return to the [Service name] > Lifecycles > Summary screen. View Lifecycle Graph The View Lifecycle Graph command provides a quick way to view a Lifecycle graph. 1 In the System Management Service, select the Service to be configured then click on Lifecycles in the Right Navigation Area. The [Service name] > Lifecycles > Summary screen is displayed. 2 Highlight the Lifecycle you wish to view then click View Lifecycle Graph on the Operations Area. The Graph screen for that Lifecycle is displayed, in the default State Change Operations view. 141

142 Operation Area Format Once all required Workflows are defined for a Service, the Operation Area Format may be configured. This allows you to define how the Operations will be displayed in the Operations Area when the user accesses the chosen Service, i.e. as text, with graphics and in menus, etc. Each Operations Area Format is defined for a specified Workflow in a Service; it is then associated with an Account or Group. When an Account (user) visits a screen, the Operation Area of the screen is formatted according to the Operation Area Format for the Workflow for that user. You define formatting information for an Operation Area in the Operation Area Format Configurator of Service Management. If no Operation Area Formats are defined for a Workflow then only a linear option is available when allocating the Service and Workflow to an Account; that is, the Operations will be displayed within the Operation Area in a single line. If there are too many Operations to display in the Operation Area then options to scroll the Operation Area will be available. When configuring an Operation Area Format you can re-order the Operations and include them in a menu structure. You can also specify whether the Operations are to be displayed as: Text Graphic Only Graphic and Text You can Add, View or Update an Operation Area Format for the selected Service. The available Operations list contains all the Operations present in the selected Workflow, and the System Navigation Operations for the Service. All the Operations in the available list must be used in the Operation Area Format. The Operation Area Format is Workflow-dependent. When you define the Workflow for a Service, you define one or more Operation Area Formats for that Workflow. When you create an Account, Services which that Account can visit are associated with it. For each Service, you also specify the Workflow that Account will follow. All the Operation Area Formats for the selected Workflow are also listed. One of these is associated with the Account. Thus, when an account is created, all the Services for that Account, the Workflow for the Service, and the Operation Area Format for the Workflow are specified. When the Account visits any of the allowed Services the specified Workflow is followed, and the Operation Area on the screens will be displayed in the format specified by the associated Operation Area Format. Defining the Operati on Area Format In the Service Manager area of System Management, select the relevant Service then click Operation Area Formats in the Right Navigation Area. The [Service name] > Operation Area Formats > Summary screen lists the Operation Area Formats defined for the selected Service. Click Add Operation Area Format on the Operations Area. The following screen will be displayed. 142

143 49. SYSTEM MANAGEMENT USER'S GUIDE Figure 142: Adding an Operation Area Format 1 Enter a unique Name and Description. The description is optional, and may be used to describe the Operation Area Format in more detail. 2 Select the Workflow where the Operation Area Format is to be used. 3 Select the relevant Type. At runtime Operations can be displayed in the Operation Area in three ways: Text Only indicates that all the Operations displayed in the Operation Area will contain only text (no icons will be displayed). All the Operations, top level as well as Operations in menus and submenus will be displaying just operation names. Graphic only indicates that all the top-level Operations and menus will be displayed only as icons and no text. Operations within menus and submenus will be displayed with caption as well as icons. Text and Graphic indicates that all the Operations/Menus in the Operation Area and Operations within menus/submenus will be displayed with captions as well as icons. 4 The Available Operations list contains the Operations previously defined for the Workflow of the selected Service. Figure 143: Selecting Available Operations 5 From the Available Operations list, highlight the operation to be added. Click Add to add the operation to the Selected Operations tree; this displays the Operations in their order of appearance at run-time. 6 When creating a new Operation Area Format for a Workflow you must include all Operations that are available within the Workflow. The new Operation Area Format cannot be added until all Operations are specified. 143

144 50. Operation Area Format 7 Keep highlighting and adding operations until they have all been transferred to the Selected Operations tree, or use Add All to add all the operations simultaneously without changing their sequence. 8 You can rearrange the sequence of Operations using the compass buttons beside the tree. If an Icon is specified for the Operation, it will appear on the Operations Area at runtime; otherwise only the text associated with the Operation is displayed. Creating Menus To display the Operations in non-linear format, create a Menu Folder by right-clicking with the mouse in the Selected Operations area. 1 Select Create Menu from the pop-up menu, and the Menu Settings box will be displayed. Figure 144: Inserting Menus 2 Enter a Name and Tooltip Text for the menu. The name of the menu will be the Tooltip if no Tooltip text is added. 3 Select an Icon for the Menu, if required. 4 Click Submit to add the Menu. It will be displayed as an empty folder in the Selected Operations panel. 5 Click on the folder to select it. 6 Add each relevant Operation to that menu by highlighting it in Available Operations and clicking Add. Drag and drop it from Selected Operations into the new menu. The Operations will be added to the selected folder. Alternatively, click Add All to add all the Operations to the menu. 7 Use the or buttons to change the order of the Operations, or click on an Operation and drag it to a new position. 144

145 SYSTEM MANAGEMENT USER'S GUIDE 8 Use the or buttons to increase or decrease their levels, or click and drag Operations. 9 When all Operations have been added and organised, click Submit. Figure 145: Adding Operations to Menus 10 Click Close to exit the Operation Area Format. If an icon was specified for an Operation or Menu but is not found at runtime, only the text associated with the Operation or Menu is displayed. Delete Operation Area Format You can delete Operation Area Formats from the [Service name] > Operation Area Formats > Summary screen or the [Service name] > Operation Area Formats > Update screen. In both cases use Delete Operation Area Format in the Operations Area. 1 The following prompt is displayed. 2 Click No to cancel the deletion or Yes to continue with the deletion of the selected Operation Area Formats. Note: This physically removes the Operation Area Format from the database. View Operation Area Format To view an existing Operation Area Format, in the [Service name] > Operation Area Format > Summary screen either double-click the Operation Area Format in the summary list or highlight the Operation Area Format and click View Operation Area Format on the Operations Area. The [Service name] > Operation Area Formats > Update screen will be displayed, with all the details of that Operation Area Format. 145

146 Associations An Association allows you to reference another Service's fields from the Service that is currently being managed. For example, when configuring an Incident Management Service you do not need to define Forename and Surname fields within this Service, but can create an Association from the Incident Management Service to the appropriate Forename and Surname fields in the Contact Management Service. This approach allows you to define the fields that will have a relationship with each other and therefore allows the relationships between Services to be defined. When creating an Association you can create either Historic or Active references. Active references cause changes in a record to be replicated in all the records associated with it in other Services. Historic references are not replicated if there is a change in a record which has others associated with it. For example, within the Incident Management Service an Association is created to the Forename and Surname Fields in the Contact Management Service and is defined as Historic. This Association now ensures that when a new Incident is raised users can select a Contact from the Contact Management Service as the caller. Should the Contact's details change in the future, and be changed in the Contact Management Service, the change will not be replicated in the Incident because the Association was defined as Historic. However, if the link had been defined as Active, the change would have been replicated throughout the Incidents associated with that Contact. Another important aspect of Associations is that multiple references can be made to the same Service, and to the same fields within that Service. For example, an Association called Buyer references the Forename and Surname fields within the Contact Management Service. An additional Association called Seller references the same Service and same fields. This mechanism then provides two sets of Forename and Surname fields one associated with the buyer and the other associated with the seller. There are no limits to the number of Associations that can be defined within a Service. In some cases it will be necessary to create an Association to a reference field on another Service. For example, an Association from the Incident Management Service may reference a Company Name Field on the Contact Service, which in turn is a reference to the source Company Name field within the Departments Service. At this point there is still a choice of either Historic or Active links. When all information is complete you can select the appropriate fields, specify the captions for those referenced fields and state whether they are searchable fields and whether they have a Context Menu available. The Context Menu provides the ability to search within the field (double-click in the field performs the same function), add a new record or go to the selected record. Associations - Runtime While adding Associations to a Service, reference fields are created in the Service. For every Association in the Service at least one column is added to the Service tables which are created when a Service is added. This column stores the reference information, which is the unique identifier of the Service Request whose fields are being referenced. In the case of historic Associations, for every referenced field definition one column is added to the Service tables which are created when a Service is added. This implies that an additional field definition is created. The attributes of this field definition are identical to the Field definition of the referenced field except for the Name and Caption, because these may be specified at the point of defining the reference fields that make up the Association. In the case of active Associations, columns are not created for each referenced field. The reference information is stored in the column which is added for every Association of the Service. For each referenced field, you can specify if the field is searchable and if the Context menu is available. The Context menu option provides a means of searching, viewing or creating the information within the Service it is referencing. For example, while adding an Incident, if a Contact does not exist within the Contact Management Service, the Context menu functionality will allow the user to add the Contact details and return to the Incident screen once complete. Once an Association is defined, it can be used as follows: Designing Screens: All the Associations (Fields that you referenced in the Service) are available for use while designing the screens in the Screen Designer. Each referenced field may be dragged from the available list onto the screen. At runtime, when the screen is displayed for addition/updating of a Service Request of the current Service, you may create an association with a Service Request of the linked Service when you use the Search operation in the 146

147 SYSTEM MANAGEMENT USER'S GUIDE Context Menu. Alternatively, the user can double-click in the referenced field to achieve the same result, assuming the field is marked as Searchable within the Association. The search window displays the Service Requests pre-filtered on any data entered into the reference field on the screen. If the reference field is of Active type, when the Service Request is displayed the reference fields on the screen will display the current data of the field being referenced (in the Service that the Association is referencing). If the reference field is of Historic type, then the system displays the value of the field as recorded in the Service Request itself. Any updates made to the referenced field in its own Service are not reflected in the current Service Request. However, re-associating to the Service Request of the source Service can refresh this data. Cosmetic properties for the reference fields on the specific screen are configured and then stored as a Screen Field. Defining and executing Rules that perform various validations in the system: In the Rules module you use the list of fields, including reference fields, to create various evaluation conditions. At runtime, when an Operation is executed these criteria are evaluated by extracting data from the specified fields for the appropriate Service Request. Defining Preset Solutions: A Preset Solution is a collection of frequently used data and is described more fully in Preset Solutions (page 188). While defining a Preset Solution you may select the set of fields, including reference fields (only of list/sublist type), for which Solution Entries are created. At runtime, when a Preset Solution Operation is triggered the appropriate list of solution entries is displayed. Each Solution entry includes the data from all the fields that are part of the Preset Solution, though the end-user's view may be restricted by the security rights. The end-user selects a Solution entry and the preset data is reflected on the base screen. However, reference fields (i.e. fields defined in an Association) on the base screen are not updated with the selected solution data. Creating Filters: While creating a Filter you select the set of Fields, including reference fields, which may be viewed at runtime. You can also use the list of fields, including reference fields, to set up criteria to determine which Service Requests may be displayed. For certain Fields selected for display, you can also specify whether the data is presented as text or graphic data. Setting up Security: You can set up the access rights to a Field, including reference fields, for a user or a group of users defined in the system. This is done in the Security option of the User Management Module. The Association definition screen may be seen below: When all fields have been defined the Association can be submitted or saved. Once an Association has been defined, the referenced fields are then available for configuration within that Service as if they had been added within that Service. These referenced fields will now be visible within the Fields area of Service Manager. 147

148 Associations Add Association The [Service name] > Associations > Summary screen lists all the Associations defined for the selected Service. The View Association and Delete Association options are only displayed if Associations have already been defined within Sostenuto. To define a new Association to fields within another Service: 1 From System Management, select the required Service. 2 Click on Associations in the Right Navigation Area. The following screen will be displayed, detailing any existing Associations (if applicable). Figure 146: Viewing All Associations 3 Select Add Association on the Operation Area. The following screen will be displayed. Figure 147: Adding an Association 4 Enter a Name for the Association. 5 Enter a Description for the Association. This is optional but should describe the use of the Association. 148

149 51. SYSTEM MANAGEMENT USER'S GUIDE 6 Select whether the Association Type is Historic or Active. The link type behaviour is described in Associations on page Enter a Caption for the Association. 8 Select the Service from which you wish to reference fields. For example, to reference Company Service fields within the Incident Management Service, select Company Management. Adding Fields to be Referenced 1 In the Fields to be referenced panel, select the Field you wish to reference. The fields available will depend on the Service selected. 2 Enter a Caption for the field selected, if required. If no caption is entered, the field name will be used as the default caption. 3 Click Add. The selected field will be added to the grid. 4 Repeat these steps for all fields required. Figure 148: A New Association 5 In the grid, check the relevant Searchable box for any field you require to be searchable. At least one field must be marked as a searchable field. The new Association cannot be added without at least one searchable field. Figure 149: Checking Fields as Searchable 149

150 52. Associations If a field is flagged as searchable, it can be searched on at run-time. For example, you flag a Third Party Name field in the Third Party Management Service: when you add a new Third Party Contact in the Contact Management Service, double clicking on the Third Party Name field will display a list of all Third Party companies held. 6 Check the relevant box if you require a Context Menu for the field. If the Context Menu is enabled, the following options are available for the field at run-time: Add Go to Search For example at run-time, while adding a new Contact and double clicking on the Department field, if an appropriate Department does not exist within the Departments Management Service, the Context menu will provide an Add New option, enabling the user to jump to the Department Details screen, add the new record and return to the Contact Management screen ready to complete adding a new Contact. 7 When all required information has been entered, click Submit. A message in the Operation Results Area tells you whether the Association has been added successfully. 8 Select Add Association on the Operations Area to add the next Association. 9 Click Close to exit the Associations screen. The fields referenced within the Associations will be added to the list of available fields in the [Service name] > Fields > Summary screen. Figure 150: Historic and Active Associations The figure above details Active reference fields, which may now be used during screen design. The first character is either A or H, depending on whether it is an Active or Historic Association. Delete Association You can delete Associations from the [Service name] > Associations > Summary screen or the [Service name] > Associations > Update screen. In both cases use Delete Association in the Operations Area. Note: You can only delete one Association at a time. 1 Select the Association you wish to delete and click Delete Association in the Operations Area. The following window will be displayed. 2 Click Yes to confirm the deletion. A message in the Operation Results Area confirms that the selected Association has been successfully deleted. View Association To view an existing Association: 1 In the [Service name] > Associations > Summary screen highlight the Association you wish to view. 2 Click View State on the Operations Area, or double-click the Association in the summary list. The [Service name] > Associations > Update screen will be displayed. 150

151 Business Rules Business Rules are applied within each user-defined Service. This section gives an overview of the Business Rules engine of Sostenuto and details the types of Rules available, where they may be applied and how to build the Rules to reflect an organisation s business processes. Business Rules provide additional control over Sostenuto's behaviour at runtime. This control allows you to configure Sostenuto to adhere to an organisation's specific processes and data entry requirements. Essentially, Rules allow the Administrator to control the validation of data entered on Screens at runtime (by the users) the automated execution of a set of Actions, either when specific events occur in the system or at pre-defined frequencies (in time). A Rule consists of a Trigger and an associated Action or Set of Actions. A Trigger can be defined as an event (i.e. something happening in the system) that invokes the Rule to perform an Action or Set of Actions in the system. Rules in Sostenuto can be broadly classified into the following types: Event Rules Validation Rules Schedule Rules. The Actions associated with an Event/Schedule Rule can be as follows: Updating a Field Performing an Operation Notifying one or more resources (users) via different methods of communication (e.g. or Ticker). The Triggers for a Rule can be as follows: An Event (an Operation or set of Operations successfully performed) in the system A point in time (set by a pre-defined schedule). You can define multiple Rules and multiple Actions within each Rule. When one of these Rules is deleted, details of the Rule and of the Actions belonging to the Rule will be deleted. Each Service's Rules summary screen contains a list of all its Validation, Event and Schedule Rules. You can select the type of Rules you wish to see using the drop-down list on the right-hand side above the summary grid. You can do the following from the [Service name] > Rules > Summary Screen: Add an Event Rule Add a Validation Rule Add a Schedule Rule View the Rule and the Actions of the selected Rule Delete one or more Rules Enable/Disable single or multiple Rules (Event/Schedule/Validation) Hover over a Rule to display a summary of its function in a tooltip. 151

152 Business Rules Accessing Business Rules To view or configure the Business Rules for a Service: 1 In the System Management Service Manager > Summary screen, select the user-defined Service you want to configure. 2 Click Rules in the Right Navigation Area. The [Service name] > Rules > Summary screen is displayed, as shown below. The following example shows a number of Rules for the Incident Management Service. Figure 151: Rules summary, showing tooltip You can filter the list on this summary screen as shown below, using the drop-down list immediately above the Status column header: Figure 152: Filtering the Rules Summary list Setting Rule Action Precedence Whenever a new Rule is defined you must ensure that the Rule Actions are logically ordered, so that the processing of any transaction is appropriate to the current State of that Service Request or Task. For example, if a Service Request is required to be automatically opened and closed, with a notification sent on completion of the Close Operation, then it is logical that the Close Operation is situated after the Open Operation. If this is not the case then the Rule will not trigger because, according to the Service's Lifecycle, the Close Operation cannot be performed on a Service Request which has been Created but not Opened. For more information on the creation of Lifecycle(s) refer to Lifecycle Management on page 131. The order of Rule Actions can be modified, as explained in View Actions. 152

153 SYSTEM MANAGEMENT USER'S GUIDE View Actions Once an Event Rule has been configured and submitted, you can use View Actions in the Operations Area to view details of its Actions and change their order. 1 Select the appropriate Service in the System Management Service's summary Screen and select Rules in the Right Navigation Area. 2 Select the Rule in the [Service Name] > Rules > Summary screen. 3 Select View Actions in the Operations Area. The following screen is displayed: Using the and buttons, move the Rule Actions into the desired order, ensuring that the order remains appropriate for the Lifecycle in which the Rule can be triggered. Click Save to save this order. 153

154 Business Rules Event Rules Event Rules are the Rules triggered when an Operation is performed successfully within Sostenuto. An Event may be a single Operation or a combination of various Operations; the Operations may be Lifecycle as well as Non-lifecycle Operations. For example, when a Service Request is added, or when a user updates a Service Request, could indicate that an event has occurred. Also the set of Add and Update operations performed on the Service request can be termed an Event. Whenever an Event occurs, Sostenuto detects this event and evaluates the corresponding criteria. If the criteria are met, and if a Rule Action or set of Rule Actions are defined for that Rule, the system executes those Rule Actions. When defining an Event Rule the possible Rule Actions can be a Field Update, an Operation or a Notification. These Rule Actions are specified in separate Tabs of the Rule to ensure distinction between their different purposes. When adding an Event Rule you may not need to complete all the Tabs, depending on the desired outcome of the Rule. For example, if a Rule is configured to trigger on the closure of a Call, and the desired outcome is that an is sent to the customer confirming the closure, only the General and Notification Tabs need to be completed. Note: By default Sostenuto sends an as plain text, but if you enter an <html> tag at the beginning of the message it will read all the other HTML tags that you put into the message and send the with HTML formatting. Do not attempt this unless you know how to write HTML tags. The following section describes the necessary configurations of all available functionality for an Event Rule. Add Event To add a new Event Rule: 1 Select the System Management Service. 2 Select the relevant Service from the Service Manager > Summary screen. 3 Click Rules in the Right Navigation Area. A list of available Rules will be displayed. 4 Click Add Event. The following Screen will be displayed, with the General Tab selected. Figure 153: Adding Event Rules 5 Enter a Name for the Event Rule. The name field is mandatory and may not be left blank. 6 Enter a Description for the Event Rule. The description is optional, but it is recommended that you enter as much information as possible about the use and outcome of the Rule. 7 Select the Category of Event which will trigger the Rules: Service Request: the Lifecycles and Operations applied will be based on those defined for Service Requests. Task: the Lifecycles and Operations will be those applicable to a Category of Task. Tasks are part of the Change Management and Order Management Services only. When you select Task as the Category, radio buttons are displayed for Any Task and Named Task. Select Any Task when you want the current Task to act as the Category for this Event Rule. Select Named Task to specify one particular Task as the Category for this Event Rule. None: the Operations available will be based on a Category of None, as defined when creating the Operations. 154

155 SYSTEM MANAGEMENT USER'S GUIDE 8 Select the Lifecycle that the Event Rule is based on; select None when the Operation is not of a Lifecycle Type. If Lifecycle was set to None, only the Add and Save Operations are available. 9 Select the Operation that will be used as the Event and click Add to add it to the grid. The Operations available vary depending on the Category and Lifecycle selected. If the Event Rule is being defined for a Service Request, only one Event can trigger the Rule, so you can only select one Operation. If the Event Rule is being defined for a Task you can select multiple Operations, because a Task may depend upon the completion of other Tasks. Your selections are now the trigger for the Event Rule. If additional criteria are required, click Edit to enter the Event Rule criteria; for example, if the Rule were to be based on a particular call category, you would define the call category as part of the criteria. If criteria are not required, select the next available tab. Adding Additional Criteria to an Event rule The following Screen will be displayed, ready to enter the criteria required. 1 Select a Field from the first panel. 2 Select an Operator from the second panel. The list of Operators depends on the Field selected. 3 Some Operators, such as IS SET, do not need an operand. In most cases a third panel is displayed for you to specify an operand. In that case, click one of the following: Field, then select a field from the drop-down list of fields from the selected Service. Value, then enter a Value depending on the Field and the Operator you selected; possible formats include a text box, a function box, a date picker or a drop-down list for a Field with fixed values such as Sub Category. 4 Click Add to add the first line of Filter criteria. It appears in the bottom panel. Figure 154: Building a Simple Expression 5 If further criteria are to be entered, click the AND/OR radio buttons and repeat the process described above. 155

156 Business Rules When building expressions you can group together specific types of criteria into a single expression. Highlight the multiple expressions by clicking and dragging across them then click Group. An example is shown below. Figure 155: Expressions with Multiple Criteria 6 Repeat the process above to add further criteria. 7 To change a criterion, click on it in the bottom panel; this populates the top panels. Make the necessary changes and click Update. 8 Click OK when all required criteria have been entered. Progress to the next appropriate tab for the configuration of the appropriate Rule Actions. Field Update Rule Actions The Field Update Tab is used to define any fields that should be updated when the Event Rule is triggered. For example, if a Call is logged with a Category of Information Request, it may be required that its priority field is set to a value of Query and relevant information added automatically to its Notes field. You can use Field Update Rules to do this, as specified in this section. 156

157 53. SYSTEM MANAGEMENT USER'S GUIDE To define a single Field Update perform the following steps: 1 Click on the Field Update tab. The following Screen will be displayed. Figure 156: Using Event Rules to Update Fields 2 Select the field from the Select field to update list. 3 Fields displayed in green are Association Fields. If clicked, these fields will display their fully qualified name, such as Contacts.Contact Association.Surname. 4 Click Edit to apply a value to the selected field. The following screen will be displayed. The screen displays different options depending on the type of field selected: You can specify a value for List fields You can update Text Fields with a combination of values and the contents of other fields. 5 Select a Field from the list and click Add. 6 Select an Operator from the list and click Add. 7 Depending on the selected Field To Update, you may need to complete one or both of the Function and Value fields. The Field Setting selections are now displayed in the bottom panel of the screen. 8 Click Add to add the Value. Your selections appear in the panel at the bottom of the Field Setting screen. 9 To group criteria in the bottom panel, left-click and drag the mouse across the criteria then click Group. 157

158 Business Rules 10 Click OK to complete the details and return to the main screen. If the value contains Date, Datetime, Time or Real Number fields, select the Locale from the drop-down list. If the value contains a Datetime field, select the Time zone from the pull-down list. This ensures that the field setting is set according to the required Locale and Timezone. 11 Click Add to place the field in the Fields to be Updated list. 12 Check the Enabled? checkbox to activate the fields that you want to update. 13 Select the next field you want to update from the Select Field to Update list, and repeat the update process. The following screenshot shows an example of a configured Field Update Event Rule. 14 Either click Submit to commit the new Event Rule to the selected Service, or continue to the next tab, i.e. Operation or Notification. Operation Rule Actions Operations can be either Lifecycle or Non-Lifecycle Operations. The Operation Tab allows you to define Operations to be performed when an Event Rule is triggered. It is not possible for an Operation Business Rule to trigger a Non-Lifecycle Rule. A Rule always performs its Rule Actions against either a Service Request or a Task. A Non-Lifecycle Operation does not work against a Service Request or Task and therefore cannot be used in this context. 158

159 SYSTEM MANAGEMENT USER'S GUIDE To add Operation Rule Actions to an Event Rule the following steps should be taken: 1 Click on the Operation Tab. The following Screen will be displayed. Figure 157: Specifying the Operations to be Performed 2 Select the Service to which the Operation belongs, from the Service/Association drop-down list. For example, to perform an Operation from the Incidents Service select Incidents from the available list. The list of available Services will vary depending on the naming conventions used by each organisation. If you choose a Service other than the one that is currently being triggered, the only Operation available is Add [Service name]. If an Association between the currently configured Service and another Associated Service is chosen, then all appropriate Lifecycle Operation will be available to perform, via the Event Rule. For example, it may be that whenever a new Call is raised regarding a problem with an Asset, the Asset will have an Operation performed on it to time-stamp the recording of the problem. 3 Select a Category. Select whether the Operation to be performed is for a Service Request, Task or None (Nonlifecycle). In the event of None being chosen the only Operation available to you is the Add Operation. Otherwise the list of Operations will be dependent on the selected Lifecycle. Note that if you have chosen a Service which is not the one currently being triggered, the Category and Lifecycle options are not available. 4 Select a Lifecycle from the pull-down list. This is set to None, if None has been selected as the Category. 159

160 54. Business Rules Operation parameters 1 Select from the drop-down list the Operation to be performed against the Service Request that triggered the Event Rule. If the Operation has Operation Parameters defined for it, these will be displayed in the Operation Parameters field. You can specify the values of these parameters when defining the Rule Action. 2 To set the value of an Operation Parameter, double-click on the Value area. If a Large Text (Memo) Field Operation Parameter needs to be defined, a browse button will be displayed when you double-click on the Parameter. Click this button to display a window where you can specify the contents of the field. If an Account Field Operation Parameter needs to be defined, a button will be displayed when you double-click on the Parameter. Click this to display an Account Grid window, allowing you to specify the Account to be used to populate the Parameter, as shown below: 3 Once all Operation Parameters have been defined ensure that the Include? checkbox is ticked at the top of the leftmost column. If this is not done, when you click Add in the next step the Operation will be added as a Rule Action but the Operation Parameters will not. Note that the Include? checkbox does NOT appear if you have selected a different Service in the Service/Association field. 4 Click Add to add the Operation to the Operations to Perform list. 5 Select the next Operation to be performed, and repeat the procedure for defining parameters. When defining multiple Operations to be performed, the Operations must complete in a logical order according to the defined Lifecycle. If this is not done then it is possible that the Rule will fail, because an Operation that is not valid in the Service Request's Lifecycle will be performed against the Service Request that triggered the Event Rule, and the Operation will fail. 6 Check the Enabled? check box to enable the newly added Operation Rule Actions. 160

161 SYSTEM MANAGEMENT USER'S GUIDE 7 Either click Submit to commit the newly added Event Rule to the configured Service, or continue to the next tab to be configured, such as Notifications. The following screenshot show an example of configured Operation Rule Actions: Figure 158: Triggering Further Operations Notification Rule Actions The Notification Tab may be used to notify individuals or groups of an Event, by sending a message via or the Sostenuto Ticker. An message can be sent via a corporate system while a Ticker message can communicate with other users of Sostenuto. To add a Notification Rule Action the following steps should be taken: 1 Click on the Notification Tab. The following Screen will be displayed. Figure 159: Adding A Notification Action 2 Select the Interface Package to be used: either Mail_Server or Ticker. Both Interface Packages require Notification Interface Parameters to be set to allow them to be communicated to individual users. 161

162 Business Rules To use the Mail_Server interface to send s via Sostenuto, the appropriate interface settings must already be implemented. These settings include the POP/SMTP addresses and port numbers. For more information on defining this interface package please see the Sostenuto Installation Guide. 3 The Interface Operation displayed depends on the Interface Package selected. 4 If Ticker was selected as the Interface Package Click the pull-down arrow on Select Icon to display a list of available Icons for the Ticker message at runtime. Figure 160: Selecting a Ticker Icon Select an appropriate Icon for the message and click Submit. Notification Interface Parameters Set the Notification Interface Parameters to enter the details of who is to be notified and the message that will be conveyed. The following Notification Interface Parameters are available for the Mail_Server Interface Package and the Ticker Interface Package: Figure 161: Setting Notification Parameters Figure 162: Setting Ticker Notification Parameters 1 To set the To:, Cc:, Bcc:, From: and Recipient Interface Parameters, double-click in the parameter's Value column. The Assign Value(s) screen is displayed. 162

163 55. SYSTEM MANAGEMENT USER'S GUIDE Figure 163: Example of Assigning Values Note: Ensure that the FROM address for Mail_Server is within the same Domain as the Mail Server being used to send the via SMTP. This is a security measure of the SMTP protocol to prevent anonymous sending of s. 2 The contents of the Assign Value(s) screen depend on the Interface Parameter being set; they provide additional capabilities for the setting of specific text values, Accounts and Fields. The contents of the Assign Value(s) screen are also determined by the Category you select there. Service: Allows you to set the Interface Parameter using specific fields in the Service that is currently being configured, which may contain the Address, Account Name, etc, of the user. You can extend the list of fields to include fields that are available through a defined Association, by choosing the Association from the Service/Association drop-down list. Task: Allows you to set the Interface Parameter by assigning a value from a list of available Tasks to a Task Name in the currently-selected Service. Account: Allows you to set the Interface Parameter from a list of all available Accounts within Sostenuto. You can also change the Account Filter using the drop-down list in the Accounts field. The physical Account Properties can also be referenced at this point by selecting the correct property from the Account Property drop down list in the Advanced section of the Assign Value(s) screen. Group: Allows you to set the Interface Parameter from a list of all available Groups within Sostenuto. You can also change the Group Filter using the drop-down list in the Accounts field.the physical Account Properties can also be referenced at this point by selecting the correct property from the Account Property drop down list in the Advanced section of the Assign Value(s) screen. Text: Allows you to set a pure text value as part of the value of the Interface Parameter. A pure text value is useful for setting parameters that do not change. For example, all s sent from Sostenuto may come from a single account so it is possible, for example, to define the From: Interface Parameter to use a value of support@companyname.com mailto:support@companyname.com. 3 Select a relevant item from the grid. For example, if you select Service as the Category, as shown above, click on the OWNERACCOUNT row to notify the owner of the Call. If the requirement is to send a notification to the Contact that raised the Call then select the Contact Association within the Service/Association drop-down list and select the appropriate Address field as the Value for the Interface Parameter. 4 Use the tool to transfer the value into the List of Values panel. 5 Repeat this process to continue adding values to the List of Values panel. Click OK when you have finished adding values. The Notification Tab will show the newly populated Notification Interface Parameters, and you may continue with setting the remaining Notification Interface Parameters. Subject, Message, Display Time and Attachments Parameters 1 To set the Subject and Message Interface Parameters, double-click in the Value field to the right of the Interface Parameter to enter the text message. The Assign Value(s) screen is displayed. In addition to entering simple text you can set fields to be included within the Notification body text; for example, A new Call has been added by <AddedBy> where <AddedBy> is a Service Request field for the Incidents Service; specify an HTML format for your message. Enter an <html> tag at the start of the Message field; Sostenuto will then read all the other HTML tags you include in the message and send it as HTML format rather than the default plain text format. Note that Sunrise does not provide any support for writing your HTML tags. 163

164 Business Rules 2 In the Message panel enter the message to be displayed. Due to the extra space needed for HTML tags, the Message field has no size limit. 3 To include fields as part of the message, select the required field from the grid and click the button to transfer it into the body of the notification message. 4 Click OK when the Notification message is complete. The following screenshot shows an example of a message incorporating both Text and Fields. Figure 164: Using Assign Value(s) to Create Messages 5 If a Ticker Message is being configured, double-click on the Value to the right of the Display Time field. In the Assign Value(s) screen, select a Category from the available categories. Service: Displays time-related information within the Service. For example how long a call has been open, the remaining response and resolution time, etc. Text: Specifies in Days:Hours:Minutes, how long the notification is to be displayed on the Ticker. 6 Select a relevant item from the list in the grid. 7 Either use the tool to transfer the value into the list of values or, if the selected Category is Text, type the duration in days, hours and minutes (in the format DDD:HH:MM). The Display Time is used to determine the length of time the notification will be displayed. 8 Click OK to confirm. 9 To set the Attachments Parameter, double-click in the Value field to the right of Attachments. The Assign Value(s) screen is displayed. You may select any fields holding references that can be resolved into attachment paths at runtime. The most likely field is the Attachments field. Enabling the Completed Notification Rule 1 On the main Notification Tab screen you can continue creating the Notification. If the message contains any Date, Datetime, Time or Real Number fields, select the Locale from the pull-down list. If the message contains any Datetime fields, select the Timezone from the pull-down list. This will ensure that the message is set according to the required locale and timezone. 2 Click Add to add the notification details to the Notification Messages to Send grid. 3 Check the Enabled? check box in the grid to enable the newly added Notification Rule. 164

165 SYSTEM MANAGEMENT USER'S GUIDE 4 If you have entered all the information for this Event Rule click Submit to commit it to the configured Service; otherwise select a different tab to continue configuring other areas of the Event Rule. Figure 165: Creating Notification Rules 5 Click Close to return to the [Service Name] > Rules > Summary screen. The Rule will now be displayed in the Rules Summary list. 6 Select the Rules you wish to enable. 7 Click Enable Rule on the Operations Area. When defining a Notification Rule Action for Mail_Server the FROM address must be within the same Domain as the Mail Server being used to send the via SMTP. This is a security measure of the SMTP protocol to prevent anonymous sending of s. 165

166 Business Rules Validation Rules Validation Rules control access to both the Fields and Operations that may be available to a user. Field Validation Rules also provide the ability to validate the values entered into the fields on a screen. In other words Validation Rules provide for the following, based on criteria: Access Validation for Fields makes a field editable or non-editable on a user-defined Screen. It is applied at the point that the Screen is displayed/refreshed. Access Validation for Operations makes an Operation visible/invisible to a user. Access validations are based on criteria. Value Validation validates the data entered by the user in a Field. If the validation fails, the field is highlighted in a predefined colour and a message (configured by the Administrator) is displayed at runtime to the user. The Triggers and Actions for a Validation Rule will be as follows: For example, when an Add Incident operation is performed in the Incident Management Service a user-defined Screen is invoked containing the fields Added Date, Added By and Notes. Field Value Validation takes place if, for instance, a Validation Rule is defined such that Notes is a mandatory field and should be highlighted in Red if it contains no data. When the user submits the record, the system checks if the Notes field is blank: if so, it will be highlighted in Red and an appropriate message displayed. It can also validate the contents of one field against another; for example, the Risk field becomes Mandatory when Impact is set to HIGH. Add Validation When defining a new Validation Rule, take the following steps. 1 Select the System Management Service. A list of the available Services will be displayed. 2 In the list of Services, select the Service to be managed. 3 Click Rules in the Right Navigation Area. A list of available Rules for the Service (if applicable) will be displayed. 4 Click Add Validation in the Operations Area. The following Screen will be displayed. Figure 166: Adding Validation Rules 5 Enter a unique Name for the Validation Rule. The name field is mandatory and may not be left blank. 6 Enter a Description. The description is optional, but should contain as much information as possible about the use and outcome of the Validation Rule. 166

167 SYSTEM MANAGEMENT USER'S GUIDE Validation tab Click on the Field Validation tab. The following screen will be displayed. Note that the message beside the Edit button on the right of the screen shows which Field will be validated and the type of validation to be performed. 1 Select the Field to be validated from the list of available fields. These are the fields added by default when the Service is created and those that you have added since, by adding new Fields or new Associations. Association Fields are coloured Green and if clicked upon show the fully qualified name of the field, for example: Contacts.Contact Association.Surname. 2 Select an Operator from the list of available operators. The list will vary depending on the type of Field selected. The Operators CRITERIA and IS VISIBLE are explained in detail in the following sections. 3 The following operands may be displayed: Field. Select a Field from the drop-down list. Value. Enter a Value; possible formats include a text box, a function box, a date picker or a drop-down list for a Field with fixed values such as Sub Category. 4 Click the... button to select a Highlight Colour from the Colour Chooser. At runtime the field will be highlighted in the selected colour when the validation criteria are not met. Figure 167: The Colour Chooser 5 Enter a Validation Message. This will be displayed if the validation criteria specified within the Rule are not met. 6 Click Add. The Rule will be added to the Field Validation Actions list. 7 Check the Enabled? checkbox to ensure that the new Rule Action will be active from the moment the new Validation Rule is submitted. 167

168 Business Rules Figure 168: Setting a Mandatory Field Rule 8 Repeat the process above for any further Field Validations. 9 Either click Submit to commit the new Rule to the selected Service, or go to another tab to configure more Validation Rule information. 10 Click Close to return to the [Service Name] > Rules > Summary screen. The new Rule will now be displayed in the Rules Summary list. Select the Rules you wish to enable. Click Enable Rule on the Operations Area. The CRITERIA Operator The CRITERIA operator allows you to validate a field's data against the contents of other fields. In such a case, the field will be highlighted if its contents are inappropriate for the fields against which it is validated, even when the field's data is not invalid. For example, in a Department called Catering all Contact numbers have the prefix CAT; therefore, any Contact number with a different prefix is invalid for this Department. The message beside the Edit button tells you the type of validation that will be performed. The IS VISIBLE Operator Users now have access to all the data in a service to which they have security rights, through the new Report Wizard, Landing Page and Summary Graph functionality. The IS VISIBLE Operator provides an additional level of security in these areas. It enables you to permit users to see particular instances of a field, by setting criteria to control its visibility. It should be applied in cases where users have the right to see some instances of the field but not all of them, such as Costs or bank account details. For example, Sostenuto will only display an Account number if the following criteria are met: 168

169 58. SYSTEM MANAGEMENT USER'S GUIDE Current Account IS EQUAL TO Owned By Account Figure 169: When will this field be displayed? Please be aware that IS VISIBLE does not affect what you see in filters or in Chameleon. Operation Validation When defining a new Operation Validation Rule, proceed as follows. 1 Click on the Operation Validation tab. The following screen will be displayed. Figure 170: Creating an Operation Validation 2 Select the Category of the validation: Service Request displays the relevant Lifecycle Operations for Service Requests. Task displays the relevant Lifecycle Operations for Tasks. None refers to Non-Lifecycle operations, such as adding notes, or history information. 3 Select the Operation to be validated from the drop-down list. Available Operations vary depending on the selected Category. 169

170 Business Rules 4 Click Edit. The following dialog box is displayed. Figure 171: Building a Simple Expression 5 Select the first field from the list of available fields in the first panel. Fields are displayed in green if they come from different Services. For example, Contact ID is available to Incident Management but is held in the Contacts Service. 6 Select an operator from the second panel. The operators displayed will vary depending on the field you selected. 7 Select the Value option. Field. Select a Field from the drop-down list. Value. Enter a Value; possible formats include a text box, a function box, a date picker or a drop-down list for a Field with fixed values such as Sub Category. 8 Click Add to add each completed criterion to the bottom panel in the Criteria screen. 9 When building expressions you can group criteria together into a single expression. Highlight the criteria by clicking and dragging across them, then click Group. Click OK when all required criteria have been added. 10 Click Add to add the Validation Rule. It will be displayed in the Operation Validation Actions list. 11 Check the Enabled? check box to activate the validation criteria. 12 To add another Operation Validation, repeat this process starting from the Category. In the example below, a number of Operation Validations have been added to ensure that relevant Third Party Actions such as Third Party Action and Third Party Close are only available if the selected Call is actually assigned to a Third Party at that time. 170

171 59. SYSTEM MANAGEMENT USER'S GUIDE 13 Either click Submit to commit the new Rule to the selected Service, or select another tab to configure more Validation Rule information. 14 Click Close to return to the [Service name] > Rules > Summary screen. The Rule will now be displayed in the Rules Summary list. Select the Rules you wish to enable and click Enable Rule on the Operations Area. 171

172 Business Rules Schedule Rules Schedule Rules, as the name suggests, are triggered at a scheduled point in time (depending on a pre-defined frequency) based on specified criteria. A scheduler runs in the background for each user-defined Service, periodically checking if and when a Schedule Rule has last been executed, based on the last execution time the current time the defined frequency of execution for that Schedule Rule. The system triggers execution of the Schedule Rule so that it performs an Action or Set of Actions associated with the Schedule Rule, if the criteria have been met. For example, you may define a Schedule Rule so that if the elapsed resolution time for a Service Request exceeds three hours, the Escalation Level field will be updated and a Notification sent to the supervisor. The possible Rule Actions that may be performed by a Schedule Rule are identical to those that may be performed through Event Rules. Whenever a Schedule Rule runs within Sostenuto, the criteria are evaluated; if the criteria are met and if a Rule Action or set of Rule Actions are defined for that Rule, then the system executes the Rule Actions. When defining a Schedule Rule the potential Rule Actions can be a Field Update, an Operation or a Notification. These Rule Actions are specified in separate Tabs of the Rule to ensure distinction between their differing purposes. Note: By default Sostenuto sends an as plain text, but if you enter an <html> tag at the beginning of the message it will read all the other HTML tags that you put into the message and send the with HTML formatting. Do not attempt this unless you know how to write HTML tags. The Tabs may or may not be used while adding a Schedule Rule, depending on the desired outcome of the Rule. For example, in a Schedule Rule configured to automatically release a Call from the On Hold state if it has been in this state for more than 5 Days, only the General and Operation Tabs need to be completed. The following section describes the necessary configurations of all available functionality for a Schedule Rule. Add Schedule A Schedule Rule is used to configure one or more Actions that need to be performed within the organisation in a predetermined scheduled cycle. For example, an organisation may want to periodically send a notification to the support agents if they have more than 10 Open Incidents to attend to. You can specify how often the Schedule cycle is executed (e.g. once, every 5 minutes, every hour, etc.) as well as being able to specify the point in time when the schedule cycle starts and ends on each day of the week. Note: Not all areas of a Schedule Rule require completion; for example, if a notification is not required, the Notification tab can be left empty. To add a new Schedule Rule the following steps should be taken: 1 Select the System Management Service. A list of the available Services will be displayed. 2 Select the relevant Service. 3 Click Rules in the Right Navigation Area. A list of available Rules (if applicable) will be displayed. 172

173 60. SYSTEM MANAGEMENT USER'S GUIDE 4 Click Add Schedule in the Operations Area. The following Screen will be displayed, with the General Tab selected. The General Tab is used to define the Name and Description of the Schedule Rule, the criteria that will be processed, the schedule cycle and schedule cycle processing options. 5 Enter a Name and Description for the Schedule Rule. The Name field is mandatory and may not be left blank. The Description is optional, but it should describe the purpose and outcome of the Validation Rule as fully as possible. 6 Select whether the Rule Actions will be triggered based on a Category of: Service Request: the available Lifecycles will be based on those defined for the Service Request category. Task: the available Lifecycles will be those with a Lifecycle of Task. Note that Tasks are only found in the Change Management and Order Management Lifecycles. None: the Operations available will be based on a Lifecycle of None, as defined when creating the Operations. 7 Select the appropriate Lifecycle based on the Category. 8 Click Edit. The Schedule Criteria define which Service Requests or Tasks will be processed by the Schedule Rule. The following screen is displayed. Figure 172: Specifying Schedule Criteria 9 From the first panel, select a field to be used to define the criteria. 173

174 61. Business Rules 10 From the second panel, select an operator to be used against the selected field. The operators displayed for each field will vary depending on the type of field selected. Field. Select a Field from the drop-down list. Value. Enter a Value; possible formats include a text box, a function box, a date picker or a drop-down list for a Field with fixed values such as Sub Category. 11 Repeat this process for each criteria element to be added. 12 Click OK when the criteria are complete. The defined criteria will be displayed in the Schedule Criteria panel on the General Tab. Figure 173: Specifying Criteria 13 Enter the relevant Schedule Cycle information: How often Sostenuto should poll the database for a match to the defined criteria; enter a numerical value in the Every field, and select an appropriate period from the drop-down menu next to the Every field: Starting On: select the start date and time for this Schedule Rule. Ending On: select the end date and time for this Schedule Rule. Entering 60 in the Every field and selecting Minute(s), for example, directs Sostenuto to perform the schedule cycle every 60 minutes. For a Schedule Rule to be performed once only, select Once in the drop-down menu and the Starting On: date and time. Schedule Cycle Processing Option The Schedule Cycle Processing Option is used to configure the number of times the Actions (associated with the Schedule Rule) are executed and under what conditions. For example, if you only want to be informed once of a schedule result, select Process for the first cycle only from the available options. 1 Select a Schedule Cycle Processing Option. Process on every cycle: If the Schedule Rule is executed every hour, the Actions defined in the Schedule Rule (such as sending a Notification via ) will be performed each time the Schedule Cycle is invoked, i.e. every hour. Process for the first cycle only: In some circumstances, you may only want an Action to be performed the first time that the cycle runs on a particular Call. For example, if the Schedule Rule executes based on a criteria that is defined as Priority = HIGH, you may only want to send ONE message to a support agent to deal with a High priority Call, not continue sending the same message on each cycle of the schedule. Process again after a minimum of: Select the length of time from the drop-down menu. This enables the Action to be executed on the first cycle on a particular Call then ensures that the Action is not executed again (for that Call) until that period of time has elapsed. Specifying the minimum period of time means that, for example, it is possible to send an message to a Support Agent about a High Priority Call initially (on the first run of the schedule cycle), and then again after a period of 1 day has passed. If the criteria associated with the Schedule Rule are still true after 1 Day then the Rule Actions will be executed again and another will be sent to the support agent (to remind them to attend to that Call). 2 The Weekly Schedule panel defines the exact days and times when the Schedule Rule must run. By default every day of the week is checked. To run the Schedule Rule at the same times every day of the week, check All Days and set its start and end time. Otherwise, ensure that only the required days are checked, then set the start and end time for each day. 174

175 SYSTEM MANAGEMENT USER'S GUIDE Note: On the date that the Schedule Rule starts to operate, it will run at the earliest possible time; that is, it will run from the Starting On time or the Weekly Schedule time for that day, whichever comes first. When the General tab is completed, complete the other tabs. The following screen is an example of a completed General tab. Field Update Rule Actions The Field Update Tab is used to define any fields that should be updated when the Schedule Rule is triggered. For example, if a Call is approaching a milestone within its Service Level Agreement it may be required that the Escalation Field is updated to a value of Warning. This can be achieved through the use of Field Update Rules. Define a single Field Update as follows: 1 Click on the Field Update tab. The following screen will be displayed. Figure 174: Using Event Rules to Update Fields 2 Select the Field to Update from the available fields list. Fields displayed in green are Association Fields. Hover the mouse over these fields to display their fully qualified name, for example, Contacts.Contact Association.Surname. 3 Click Edit to apply a value to the selected field. The following screen will be displayed. 175

176 62. Business Rules The Field Setting screen displays different options depending on the selected Field To Update. 4 Select a Field to be set, and click Add. 5 If appropriate, select an Operator and click Add. 6 Depending on the selected Field To Update, you may need to complete one or both of the Function and Value fields. The Field Setting selections are now displayed in the bottom panel of the screen. 7 To group criteria in the bottom panel, left-click and drag the mouse across the criteria then click Group. 8 Click OK to complete the details and return to the main screen. 9 In the Field Update tab, if the Field Setting value contains either Date, Datetime, Time or Real Number fields, select the Locale from the drop-down list. If it contains a Datetime field, select the Timezone from the drop-down list. This will ensure that the field setting is set according to the required locale and time-zone. 10 To group criteria in the bottom panel, left-click and drag the mouse across the criteria then click Group. 11 Click Add to place the Field Setting value in the Fields to be Updated list. 12 Check the Enabled? checkbox to activate the particular fields that you want to update. 13 Repeat this process for further field updates. 176

177 63. SYSTEM MANAGEMENT USER'S GUIDE 14 Click Submit to commit the new Schedule Rule to the selected Service, or continue to the next area of configuration, i.e. Operation or Notification. An example of a configured Field Update Schedule Rule is shown below. Specifying Operation Rule Actions The Operation Tab allows you to define Operations to be performed when a Schedule Rule is triggered. The Operations can be either Lifecycle or Non-Lifecycle Operations. It is not possible for an Operation Business Rule to trigger a Non-Lifecycle Rule. A Rule always performs its Rule Actions against either a Service Request or a Task. A Non-Lifecycle Operation does not work against a Service Request or Task and therefore cannot be used in this context. To add Operation Rule Actions to a Schedule Rule take the following steps: 1 Click on the Operation Tab. The following Screen will be displayed. Figure 175: Specifying Actions to be Performed 2 In the Service/Association pull-down list, select the Service to which the Operation belongs. For example, to perform an Operation from the Incidents Service, select Incidents from the available list. The list of available Services will vary, depending on the naming conventions used by each organisation. If you choose a Service other than the one that is currently being triggered, the only available Operation will be the Add Operation. If you choose an Association between the currently configured Service and another Associated Service then all appropriate Lifecycle Operation will be available to perform via the Schedule Rule. 177

178 Business Rules 3 Select a Category. 4 Select whether the Operation to be performed is for a Service Request, Task or None (Non-Lifecycle). If None is chosen the only Operation available is the Add Operation. Otherwise the list of Operations will be dependent on the selected Lifecycle. 5 Select a Lifecycle from the pull-down list. This option will be unavailable if None has been selected as the Category. Operation Parameters 1 Select from the drop-down list the Operation to be performed against the Service Request that triggered the Schedule Rule. If the Operation has Operation Parameters defined for it, these will be displayed in the Operation Parameters field. You can specify the values of these parameters when defining the Rule Action. 2 To set the value of an Operation Parameter, double-click on the Value area. If a Large Text (Memo) Field Operation Parameter needs to be defined, a browse button will be displayed when you double-click on the Parameter. Click this button to display a window where you can specify the contents of the field. If an Account Field Operation Parameter needs to be defined, a button will be displayed when you double-click on the Parameter. Click this to display an Account Grid window, allowing you to specify the Account to be used to populate the Parameter, as shown below: 3 Once all Operation Parameters have been defined ensure that the Include? checkbox is ticked at the top of the leftmost column. If this is not done, when you click Add in the next step the Operation will be added as a Rule Action but the Operation Parameters will not. Note that the Include? checkbox does NOT appear if you have selected a different Service in the Service/Association field. 4 Click Add to add the Operation to the Operations to Perform list. 5 Select the next Operation to be performed, and repeat the procedure for defining parameters. When defining multiple Operations to be performed, the Operations must complete in a logical order according to the defined Lifecycle. If this is not done then it is possible that the Rule will fail, because an Operation that is not valid in the Service Request's Lifecycle will be performed against the Service Request that triggered the Schedule Rule, and the Operation will fail. 6 Check the Enabled? check box to enable the newly added Operation Rule Actions. The following screenshot shows an example of configured Operation Rule Actions: 178

179 66. SYSTEM MANAGEMENT USER'S GUIDE Figure 176: Triggering Further Operations Notification Rule Actions The Notification Tab may be used to notify individuals or groups of a Service Request or Task, by sending a message via or the Sostenuto Ticker. An message can be sent via a corporate system while a Ticker message can communicate with other users of Sostenuto. To add a Notification Rule Action the following steps should be taken: 1 Click on the Notification Tab. The following Screen will be displayed. 2 Select the Interface Package to be used: either Mail_Server or Ticker. Both Interface Packages require Notification Interface Parameters to be set to allow them to be communicated to individual users. To use the Mail_Server interface to send s via Sostenuto, the appropriate interface settings must already be implemented. These settings include the POP/SMTP addresses and port numbers. For more information on defining this interface package please see the Sostenuto Installation Guide. 179

180 Business Rules 3 The Interface Operation displayed depends on the Interface Package selected. 4 If Ticker was selected as the Interface Package Click the pull-down arrow on Select Icon to display a list of available Icons for the Ticker message at runtime. Figure 177: Selecting a Ticker Icon Select an appropriate Icon for the message and click Submit. 5 Set the value for Execute Notification on each schedule cycle: to either For each Service Request/Task: send individual s or Ticker messages for each Service Request or Task that meets the criteria specified within the General Tab Once (for all Service Requests or Tasks): send only a single message containing all the details of the matching records. If individual s are sent out when there is likely to be a large amount of matching data it can flood a corporate system. These options enable you to prevent that happening. Notification Interface Parameters Set the Notification Interface Parameters to enter the details of who is to be notified and the message that will be conveyed. The following Notification Interface Parameters are available for the Mail_Server Interface Package and the Ticker Interface Package: Figure 178: Setting Notification Parameters 180

181 67. SYSTEM MANAGEMENT USER'S GUIDE Figure 179: Setting Ticker Notification Parameters 1 To set the To:, Cc:, Bcc:, From: and Recipient Interface Parameters, double-click in the parameter's Value column. The Assign Value(s) screen is displayed. Figure 180: Example of Assigning Values Note: Ensure that the FROM address for Mail_Server is within the same Domain as the Mail Server being used to send the via SMTP. This is a security measure of the SMTP protocol to prevent anonymous sending of s. 2 The contents of the Assign Value(s) screen depend on the Interface Parameter being set; they provide additional capabilities for the setting of specific text values, Accounts and Fields. The contents of the Assign Value(s) screen are also determined by the Category you select there. Service: Allows you to set the Interface Parameter using specific fields in the Service that is currently being configured, which may contain the Address, Account Name, etc, of the user. You can extend the list of fields to include fields that are available through a defined Association, by choosing the Association from the Service/Association drop-down list. Task: Allows you to set the Interface Parameter by assigning a value from a list of available Tasks to a Task Name in the currently-selected Service. Account: Allows you to set the Interface Parameter from a list of all available Accounts within Sostenuto. You can also change the Account Filter using the drop-down list in the Accounts field. The physical Account Properties can also be referenced at this point by selecting the correct property from the Account Property drop down list in the Advanced section of the Assign Value(s) screen. Group: Allows you to set the Interface Parameter from a list of all available Groups within Sostenuto. You can also change the Group Filter using the drop-down list in the Accounts field.the physical Account Properties can also be referenced at this point by selecting the correct property from the Account Property drop down list in the Advanced section of the Assign Value(s) screen. Text: Allows you to set a pure text value as part of the value of the Interface Parameter. A pure text value is useful for setting parameters that do not change. For example, all s sent from Sostenuto may come from a single account so it is possible, for example, to define the From: Interface Parameter to use a value of support@companyname.com mailto:support@companyname.com. 3 Select a relevant item from the grid. For example, if you select Service as the Category, as shown above, click on the OWNERACCOUNT row to notify the owner of the Call. If the requirement is to send a notification to the Contact that raised the Call then select the Contact Association within the Service/Association drop-down list and select the appropriate Address field as the Value for the Interface Parameter. 4 Use the tool to transfer the value into the List of Values panel. 5 Repeat this process to continue adding values to the List of Values panel. 181

182 Business Rules Click OK when you have finished adding values. The Notification Tab will show the newly populated Notification Interface Parameters, and you may continue with setting the remaining Notification Interface Parameters. Subject, Message, Display Time and Attachments Parameters 1 To set the Subject and Message Interface Parameters, double-click in the Value field to the right of the Interface Parameter to enter the text message. The Assign Value(s) screen is displayed. In addition to entering simple text you can set fields to be included within the Notification body text; for example, A new Call has been added by <AddedBy> where <AddedBy> is a Service Request field for the Incidents Service; specify an HTML format for your message. Enter an <html> tag at the start of the Message field; Sostenuto will then read all the other HTML tags you include in the message and send it as HTML format rather than the default plain text format. Note that Sunrise does not provide any support for writing your HTML tags. 2 In the Message panel enter the message to be displayed. Due to the extra space needed for HTML tags, the Message field has no size limit. 3 To include fields as part of the message, select the required field from the grid and click the button to transfer it into the body of the notification message. 4 Click OK when the Notification message is complete. The following screenshot shows an example of a message incorporating both Text and Fields. Figure 181: Using Assign Value(s) to Create Messages 5 If a Ticker Message is being configured, double-click on the Value to the right of the Display Time field. In the Assign Value(s) screen, select a Category from the available categories. Service: Displays time-related information within the Service. For example how long a call has been open, the remaining response and resolution time, etc. Text: Specifies in Days:Hours:Minutes, how long the notification is to be displayed on the Ticker. 6 Select a relevant item from the list in the grid. 7 Either use the tool to transfer the value into the list of values or, if the selected Category is Text, type the duration in days, hours and minutes (in the format DDD:HH:MM). The Display Time is used to determine the length of time the notification will be displayed. 8 Click OK to confirm. 9 To set the Attachments Parameter, double-click in the Value field to the right of Attachments. The Assign Value(s) screen is displayed. You may select any fields holding references that can be resolved into attachment paths at runtime. The most likely field is the Attachments field. 182

183 SYSTEM MANAGEMENT USER'S GUIDE Completing the Notification Rule 1 The Notification tab screen will be displayed to enable you to continue creating the Notification. If the message contains any Date, Datetime, Time or Real Number fields, select the Locale from the pull-down list. If the message contains any Datetime fields, select the Timezone from the pull-down list. This will ensure that the message is set according to the required locale and time-zone. 2 Click Add to add the notification details and check the Enabled? check box to enable the newly added Notification Rule. 3 Either click Submit to commit the newly added Schedule Rule to the configured Service, or continue to configure other areas of the Schedule Rule such as Operations or Field Updates. 4 Click Close to return to the Rules Summary Screen. The Rule will now be displayed in the Rules Summary list. Select the Rules you wish to enable and click Enable Rule in the Operations Area. 183

184 68. Business Rules Copy Rule To speed up the process of creating Rules which may be similar to existing ones, use Copy Rule. 1 In the System Management Service Manager > Summary screen, select the user-defined Service you want to configure. 2 Click Rules in the Right Navigation Area. The [Service name] > Rules > Summary screen is displayed. 3 To copy one or more rules, check the box beside the name of each rule you want to copy and click Copy Rule in the Operations Area. A copy of each selected Rule is created, called 'Copy (1) of [Rule name]' and this message is displayed: The new Rules are listed in the grid in alphabetical order of Rules for the Service. View Rule Once a Rule has been configured and submitted, you can use View Rule in the Operations Area to view and update its details. 1 Select the appropriate Service in the System Management Service's summary Screen and select Rules in the Right Navigation Area. 2 Select the Rule in the [Service Name] > Rules > Summary screen. Select View Rule in the Operations Area. The [Service name] > Rules > Update Event Rule screen is displayed. You can now view and update all the Rule information in the usual way. Click Close to return to the Rules summary screen. Delete Rule Occasionally the business processes of an organisation may change and hence the implementation of Sostenuto may also need to change to support the new practices. This means that some Rules may now be defunct and no longer appropriate. The following steps allow you to delete existing Rules. Rules do not necessarily have to be deleted. Instead, they may be disabled, which disables the Rule Actions within the Rule. A Rule may still be enabled with all or some of the associated Rule Actions disabled. You can delete the Rule from the System Management's [Service name] > Rules > Summary screen, by checking the box beside it or from the System Management's [Service name] > Rules > Update screen. 1 Click Delete Rule in the Operations Area to delete the Rules. 2 Click No to cancel the deletion or Yes to continue with the deletion of the selected Rules. Note: This physically removes the selected Rules from the database. Enable/Disable Rule Rules that are no longer required, or just need to be deactivated for a short time, can be disabled. Once the Rule is required again it is simple to enable it. 184

185 SYSTEM MANAGEMENT USER'S GUIDE These Operations can be performed on any of the three main types of Rules that are available within the Rules area; Validation Rules, Event Rules or Scheduled Rules. To enable or disable a Rule, 1 In the summary screen, check the box beside the Rule you wish to enable/disable. 2 Select Enable Rule/Disable Rule in the Operations Area to change the state of the Rule. A message in the Operation Results Area tells you if the operation was successful, and the Rule's Status field changes immediately. 3 You can also enable or disable specific Rule Actions within any selected Rule, by opening the Rule and identifying the individual Rule Actions that should be either enabled or disabled. The process for doing this is described in Field Update Rule Actions (page 156). Event Rule logging The facility to log Event Rules is provided solely as a debugging tool. It should never be left enabled on a live system because it slows down performance. To activate or deactivate Event rule logging: 1 Navigate to the file log4j.properties, located in [Sostenuto Home]/Classes/. 2 Change the line log4j.logger.com.sunrisesw.rules.event= To enable event rule logging change the line to log4j.logger.com.sunrisesw.rules.event=debug, SOSTENUTO. To disable event rule logging change the line to log4j.logger.com.sunrisesw.rules.event=info, SOSTENUTO. 3 Restart the Sostenuto Services. The Event Rule log's messages show you the following types of information: An Add Incident Event has been intercepted: DEBUG - START[completed=Add Incident, servicerequest=nnnnnnnnn] The EV: Auto Open Incident Rule's criteria match and the rule is being applied: DEBUG - TRIGGERED[rule=EV: Auto-Open Incident, completed=add Incident, servicerequest=nnnnnnnnn] The EV: Auto-Close Quick Close Rule's criteria do not match: DEBUG - NOT TRIGGERED[rule=EV: Auto-Close Quick Close, completed=open Incident, servicerequest=nnnnnnnnn] There are no more rules to check for the Add incident Operation: DEBUG - END[completed=Add Incident, servicerequest=nnnnnnnnn] An example of Event Rule logging is shown below: DEBUG START[completed=Add Incident, servicerequest= ] --- DEBUG - TRIGGERED[rule=EV: Auto-Open Incident, completed=add Incident, servicerequest= ] DEBUG START[completed=Open Incident, servicerequest= ] --- DEBUG - TRIGGERED[rule=EV: Open Incident, completed=open Incident, servicerequest= ] DEBUG - NOT TRIGGERED[rule=EV: Auto-Close Quick Close, completed=open Incident, servicerequest= ] DEBUG - TRIGGERED[rule=Notify Contact: Open INC, completed=open Incident, servicerequest= ] DEBUG - TRIGGERED[rule=EV: Auto Assign, completed=open Incident, servicerequest= ] DEBUG START[completed=Assign Incident, servicerequest= ] --- DEBUG - TRIGGERED[rule=EV: Assign Incident, completed=assign Incident, servicerequest= ] DEBUG - NOT TRIGGERED[rule=Notify Owner: Assign INC, completed=assign Incident, servicerequest= ] DEBUG END[completed=Assign Incident, servicerequest= ]

186 Sequence Formats Sequence Formats allow you to define the prefixes and Service Request IDs that are automatically generated for each new record added within Sostenuto, for example, INC or DEV When a new Service is created, a Service level Sequence Format is created automatically, using the first three letters of the Short Service name as the prefix. This Sequence Format may be modified as required and additional Sequence Formats may be created for each defined Group. Add Sequence Format Every Service has a default 'Service' level Sequence Format already defined for it, but additional entries can be created for other Groups within the system. In System Management select the relevant Service for the Sequence Formats, and click on Sequence Formats in the Right Navigation Area. The [Service name] > Sequence Formats > Summary screen is displayed, showing the default Sequence Format, which uses the first three characters of the Service name. 1 Click Add Sequence Format on the Operations Area. The following screen is displayed. Figure 182: Adding a Sequence Format 2 Enter the Prefix to be used, for example, DEV for Accounts within Development, maximum length three characters. 3 Enter the Next Value (starting value) for the sequence. 4 Enter the Increment Value; that is, how much you wish to increment by. 5 Select the Group that will use the new Sequence Format. Figure 183: Specifying the Group Click Submit to add the new Sequence Format. 186

187 69. SYSTEM MANAGEMENT USER'S GUIDE Delete Sequence Format Each Service must have at least one Sequence Format. However, you may sometimes need to delete one. You can delete the Sequence Format from the System Management's [Service name] > Sequence Formats > Summary screen, by checking the box beside it or from the System Management's [Service name] > Sequence Formats > Update screen. 1 Click Delete Sequence Format in the Operations Area to delete the Sequence Format. 2 Click No to cancel the deletion or Yes to continue with the deletion of the Sequence Format. Note: This physically deletes the Sequence Formats from the database. View Sequence Format To view and update the details of a Sequence Format: 1 Select the appropriate Service in the System Management Service's summary Screen and select Sequence Formats in the Right Navigation Area. 2 Select View Sequence Format in the Operations Area. The [Service name] > Sequence Formats > Update screen is displayed for you to view and update. Click Close to return to the [Service name] > Sequence Formats > Summary screen. 187

188 70. Preset Solutions Preset Solutions allow the user of Sostenuto to select information from a set of defined (preset) entries defined for the field. This helps to automate the population of some Service Request/Task information, making Service Request data capture more efficient. A Preset Solution is associated with a field within a Service. By definition a Preset Solution is one of a possible number of solutions related to a given field that, when selected, is capable of setting other Service Request/Task fields automatically. You can choose to define Preset Solutions for any Administrator-defined Service (which also includes the pre-configured User management Service). After a Service is created and partly configured, you may invoke an option to define a Preset Solution. The fields that form a Preset Solution may be either of type Service Request or Task, but the two types cannot be mixed within the same Preset Solution. Service Request History and Task History fields cannot be used to form a Preset Solution. The field that invokes the Preset Solution selector is the source field, i.e. it is the field selected by the user to display a list of possible solution entries associated with the source field. It cannot be an Association field and must be either a Service Request or Task field. The source field cannot be of type List, Sublist, Date, Date/Time, Time, Duration or Boolean although all of these fields may be used to create the structure for a Preset Solution. As an example, you can define a Preset Solution on the fields Summary, Priority and Category, then add the entries for the Preset Solution and identify the source field for the Preset Solution. The following solution entries may be defined for the Summary (source) field: Summary Priority Category Unable to logon to network Medium Network Network Printer Failure High Hardware Network Card Failure High Hardware How do I? Query None You can define any number of Preset Solutions for a Service. The only restriction is that the source field has to be unique across the Service's Preset Solutions definitions. For a Preset Solution you can also define whether a Pre-Filter should be applied when using Preset Solutions, so that when the user invokes the Preset Solutions (from a source field) the solution entries displayed are Filtered based on the values in the associated fields (of the Preset Solution). If Pre-Filter is set off all the Preset Solutions for that source field will be displayed. In the example above, if the Preset Solution had the Category field set as a Pre-Filter field, and the user had already set the Category to Hardware at runtime, the only solution entries displayed would be those that have a category of Hardware. The user would only see the following entries: Summary Priority Category Network Printer Failure High Hardware Network Card Failure High Hardware Details Tab The [Service name] > Preset Solutions > Summary screen displays the list of Preset Solutions that have been defined for the selected Service. The Operations available from this screen are: Add Preset Solution, Change Pre-Filter Setting, View Preset Solution and Delete Preset Solution. The last two Operations are displayed only if there are Preset Solutions defined for the selected Service. In System Management select the Service that will use the Preset Solution and click on Preset Solutions in the Right Navigation Area. 188

189 SYSTEM MANAGEMENT USER'S GUIDE 1 Click Add Preset Solution in the Operations Area. The following screen will be displayed. Figure 184: Adding a Preset Solution 2 Enter a Name and a helpful Description for the Preset Solution. It is displayed in the Preset Solution summary to enable a user to select the most appropriate Preset Solution record. 3 Select whether the Preset Solution is to be used in a Service Request or a Task. When you specify the category, it changes the list of fields available in the Available Fields list. As history fields cannot be used for Preset Solutions, the Service Request history and Task history categories are not available. 4 If the Preset Solution is to be Pre-Filtered at run-time, check the relevant box. If checked, when the Preset Solution for a given source field is invoked at runtime, the solution entries are Filtered on the basis of the values entered by the user on the base screen. Filtering is done only on fields which have their individual pre-filter settings set ON. For the source field, pre-filter is on by default. 5 Use the button to transfer the highlighted fields into the Selected Field(s) panel. 6 Use the button to remove a field from the Selected Fields panel OR use the button to remove all fields. Figure 185: Selecting the Preset Solution fields 7 Select the field to be used as the Source Field. This identifies which one of the selected fields that make up the Preset Solution will be used as the source field, i.e. the trigger for a Preset Solution. On the user-defined screen, a double-click mouse event on the source field will launch an operation to display the Preset Solution popup window. The source field cannot be a List, Sublist, Date, Date/Time, Time, Duration, Boolean type of field or a Group Link field. A field can be the source field of only one Preset Solution in the Service. 189

190 Preset Solutions Solutions Tab Click on the Solution tab to begin entering the Preset Solution details. A screen similar to this will be displayed, showing the Solution Entry fields you selected in the Details tab. Figure 186: Adding New Solution Entries For each field in the Solution Entry panel: 1 Click in the Value field to the right of the field name. 2 Enter the information to be selected and populated at run-time version for each of the selected fields. At run-time one of the solution entries is selected to populate the fields on the screen. If one of the fields selected is a list or Sub-List entry, double-clicking on the field will display a pick list of all available list/sub list entries that have been previously defined. 3 Click Add when all values have been entered. 4 Return to the Details tab and repeat this process for the next Preset solution. 5 Click Submit. The solution will be added to the solution grid in the Details tab. The solution grid displays all the solution entries that make up the Preset Solution in tabular format. The source field is displayed as the first column and the rest follow in the same order as they are in the Solution entry grid. 6 Click Save to save the Preset Solutions. 7 Click Close to exit Preset Solutions. At runtime, it is the solutions defined as part of the Preset Solution that are displayed after applying the pre-filters. The user selects one of the Filtered entries to populate the preset fields on the screen. Delete Preset Solution You can delete Preset Solutions from the [Service name] > Preset Solutions > Update screen. the [Service name] > Preset Solutions > Summary screen, by checking the box beside the selected Preset Solution: 1 Click Delete Preset Solution in the Operations Area. 190

191 71. SYSTEM MANAGEMENT USER'S GUIDE 2 Click Yes to confirm the deletion. A message in the Operation Results Area confirms that the Preset Solution has been successfully deleted. Note: This physically removes the Preset Solution from the database. View Preset Solution To view and update details of a configured Preset Solution: 1 Select the appropriate Service in the System Management Service's summary Screen and click Preset Solutions in the Right Navigation Area. 2 Select View Preset Solution in the Operations Area. The [Service name] > Preset Solutions > Update screen is displayed. Click Close to return to the [Service name] > Sequence Formats > Summary screen. 191

192 Interface Mappings Interface Mappings connect Interface Operations, which are System Operations, to the user-defined Operations which are visible at runtime. They provide the means to integrate operations from external applications with Sostenuto. The mappings themselves define the information that is passed between the systems. Before defining an Interface Mapping you must have defined the Interface Operation (page 64) to which it will map. Interface Mappings are provided at Service level, which means that each Service can have its own interface mappings defined for each interface type. That is, you can have multiple Interface Mappings to the same Interface Operation. Currently, interface mappings can be defined for any defined SOAP Interfaces and a URL Launch. After defining the interface mapping for each operation, you must then use the Operations Manager to create a userdefined operation that maps to the interface operation. For example, to create a user-defined operation to find a Knowledge solution, you would create a user-defined operation (e.g. called Search Knowledge). When defining the user-defined operation, click the check-box Is the operation going to invoke a third party interface? to specify that the user-defined operation is also going to invoke an operation (or function) within the third party application. Having created the required user-defined operations that map to interface operations, the Workflow is created in the normal way specifying the conditions under which the user-defined operations are invoked. SOAP Interface Sostenuto s Outbound Web Services provide an optional facility to integrate Sostenuto with another system. The integration allows you to set up communication with a selected Web Service, so that data from the other Web Service can be viewed and used within Sostenuto. The Operations available in the Operation Area perform various functions, and it is possible to define an Operation to initiate a request to another system. The requests necessarily have to be Web Service requests. Operations that communicate with other Web Services are normal user-defined Operations that have been associated with a Third-Party interface. 192

193 SYSTEM MANAGEMENT USER'S GUIDE The input and output parameters are specified by the web service itself, as defined within the System Management Service's Interface Operations area (see page 64). Figure 187: Configuring a SOAP Interface Mapping Invoke URL In the Interface Mappings area of a Sostenuto Service you can configure Operations that allow the invoking of a web URL in a separate web browser within Sostenuto and also pass information from Sostenuto to the URL itself. This type of interface operation is a Launch URL operation. Within the Interface Mapping you can configure launch URL operations to take information input by the user within fields (for example text, large text fields, etc.), to pass this information with the URL, perhaps to a search engine, and to present the results in a separate search engine window. An input parameter can be built for the interface operation defining the URL query that is to be invoked. The value itself can be built up from both text and Sostenuto fields. Add Interface Mappi ng The [Service name] > Interface Mappings > Summary screen displays the list of Interface Mappings that have been defined for the selected Service. Figure 188: Managing Interface Mappings The View Interface Mapping and Delete Interface Mapping operations are displayed only when Interface Mappings exist for the selected Service. 1 In System Management select the Service that will use the Interface Mappings and click on Interface Mappings in the Right Navigation Area. 193

194 Interface Mappings 2 Click Add Interface Mapping on the Operations Area. The following screen will be displayed. 3 Enter the Interface Name. 4 Select the Interface Type for which you want to define a mapping, from the Interface Type drop-down list. 5 Select an Interface Operation from the drop-down list of available Interface Operations for this Interface Type. In the Map Entry panel: 1 Expression: If you need to set criteria according to which the Interface Operation is invoked, click Edit to display the Criteria selection screen. 2 Leave the Trigger Field set to [None]. The trigger field is not currently implemented in the product. This feature will be used by future third party integrations. 3 Select Enabled to enable the Interface Mapping. 4 Select the appropriate Interface Package from the drop down list, if necessary. 5 The Input Parameter Mapping grid holds the mapping between Sostenuto fields and the Web Service input parameters. For example, if LoginRequest_setUserName is the input parameter and Name is the Sostenuto service request field, then at runtime Sostenuto will pass the Name field's value to the Web Service as the value of UserName. Similarly, the Output Parameter Mapping grid holds the mapping between Sostenuto fields and Web Service output parameters. 6 Specify a value for each input parameter in the Input Parameter Mapping panel by double clicking on the Value column and using the Assign Value(s) screen to define values. Note: The Interface Type 'Outbound SOAP Interface' comes with a predefined list of input and output parameters, and you will have to define values for every input parameter before you can ADD the entry. 7 Click Add to add the criteria to the Map Entries grid at the bottom of the screen. 194

195 74. SYSTEM MANAGEMENT USER'S GUIDE 8 In the Output Parameter Mapping panel, specify the values of the output parameters presented. These are not mandatory. 9 Click Submit to save the mapping. 10 Click Close to return to the [Service name] > Interface Mappings > Summary screen. Delete Interface Mapping You can delete Interface Mappings from: the [Service name] > Interface Mappings > Update screen. the [Service name] > Interface Mappings > Summary screen, by checking the box beside the selected Interface Mapping. 1 Click Delete Interface Mapping in the Operations Area. The following prompt is displayed: 2 Click Yes to confirm the deletion. A message in the Operation Results Area confirms that the selected Interface Mapping has been successfully deleted. Note: This physically removes the Interface Mapping from the database. View Interface Mapping Once an Interface Mapping has been configured and submitted, you can use View Interface Mapping in the Operations Area to view and update its details. 1 Select the appropriate Service in the System Management Service's Summary screen and select Interface Mappings in the Right Navigation Area. 2 Select View Interface Mapping in the Operations Area. The [Service name] > Interface Mappings > Update screen is displayed. Click Close to return to the Interface Mappings summary screen. 195

196 Reports Report Management allows you to define the Reports that will be available for the selected Service. Two categories of report can be created: Service Request Task. You can physically create the Reports using the Crystal Reports software package, then store the report files in a network-accessible location. Report Management is used to specify a logical report name within Sostenuto that maps to the physical report created with the Crystal Reports software. Add Report The [Service name] > Reports > Summary screen displays the list of Reports that have been defined for the selected Service. This screen can be invoked by clicking the menu option Reports in the Right Navigation Area for Service Management. Figure 189: Managing Reports The Operations available from this screen are: Add Report, View Report and Delete Report. The View Report and Delete Report operations are displayed only if there are Reports defined for the selected Service. In System Management select the Service that will use the Report and click on Reports in the Right Navigation Area. 196

197 75. SYSTEM MANAGEMENT USER'S GUIDE 1 Click Add Report on the Operations Area. The following screen will be displayed. Figure 190: Adding a Report Enter a Name and a Description for the Report. The description is displayed in the Report summary to enable users to select the appropriate Report record. 2 Select whether the Report is going to be used to represent Service Request or Task data. 3 Use the... (browse) button on the right hand side of the Report File Name field to select the actual Crystal Report file from a file chooser window. 4 On the file chooser window, select the Crystal Report that you want to associate with the Report that you are creating in Sostenuto. Figure 191: Browsing the Reports Directory Having selected the report, click Submit. 5 Click Submit to add the report definition, and this completes the addition of the Crystal Report to Sostenuto. 6 Repeat this process for all the Reports that you want to define for the selected Service. 197

198 Reports Figure 192: A Newly-added Report Delete Report You can delete Reports from: the [Service name] > Reports > Update screen. the [Service name] > Reports > Summary screen, by checking the box beside the selected Report. 1 Click Delete Report in the Operations Area. 2 Click Yes to confirm the deletion. A message in the Operation Results Area confirms that the selected Report has been successfully deleted. Note: This physically removes the Report from the database. View Report Once a Report has been configured and submitted, you can use View Report in the Operations Area to view and update its details. 1 Select the appropriate Service in the System Management Service's summary Screen and select Reports in the Right Navigation Area. The [Service name] > Reports > Summary screen is displayed. 2 Select the appropriate Report and click View Report in the Operations Area. The [Service name] > Reports > Update screen is displayed. 198

199 78. SYSTEM MANAGEMENT USER'S GUIDE You can now view and update all the Report information in the usual way. Click Close to return to the [Service name] > Reports > Summary screen. 199

200 Configuration Tips This chapter covers aspects of configuration that involve a series of operations in separate areas of the System Management Service. an Attachment when a Rule fires Within Sostenuto you can browse for documents and send them as attachments to s. Sostenuto uses the Attachments field in Operation screens to browse for and store the pathway to the document, file or folder you wish to attach. Once the pathway is made, completing the Operation causes a rule to fire an containing the attachment to its target. The Attachments field is found in several Incident Management operations as part of the standard configuration; it is available in every Service and may be configured into any Operation. The procedure for creating and enabling Attachments has several stages. Note that it is assumed here that you are updating existing Operations, Screens, Rules and Filters to attachments, rather than creating new ones. There are cross-references to the relevant chapters of the System Management User's Guide where these processes are explained in full, should you need to refer to them. 1 Change the Package Properties for s Sostenuto provides integration with all servers that support the SMTP, POP3 or IMAP protocols. To configure integration you must amend the InterfaceDetail.properties file in the Sostenuto folder. 1 Stop the Sostenuto Services. 2 Navigate to the InterfaceDetail.properties file, located in Program Files\Sostenuto\Classes\Settings on the Sostenuto server. Ensure that Sostenuto is configured for s. Locate the following line within the InterfaceDetails.properties file: PACKAGEID=2 The parameters that follow it are for configuring the Server as an External Interface Package in Sostenuto. You should only change the parameters shown in the figure below. Other entries in the file must be left unchanged. Figure 193: Package properties for s in Sostenuto 3 A full description of these parameters is given in 'Configuring Sostenuto for Support' in the Sostenuto Configuration Guide. 4 Restart the Sostenuto Services. 2 Configure an Account to Receive s An account will only receive s from Sostenuto if its address is known to Sostenuto. In this example the Administrator's account is being used for s. 1 Select System Management in the Service Summary screen, then click Account Manager in the Right Navigation Area. 2 Select the User Profile and click Accounts in the Right Navigation Area. 200

201 SYSTEM MANAGEMENT USER'S GUIDE 3 In the Accounts summary screen, select the Administrator account and select View Account on the Operations Area. 4 If it is not already present, enter the Administrator's address in field. 5 Save the Account record. 3 Add Attachments Field to an Operation The Attachments field must be selected as a parameter for this Operation, otherwise you cannot add it to the Operation's screen. 1 Select the Operation on the Summary screen. 2 In the Operation Parameters panel, scroll down the Available List to the Attachments field. 3 Use the button to transfer Attachments into the Selected List panel. 4 Click Save to save the Operation. See Defining Operation Parameters for Lifecycle Operations (page 89) for more information about selecting parameters. 4 Add Attachments Field to a Screen The Attachments field is available in every Service. To add the field to an existing Operation screen: 1 In the Service Management area of the System Management Service, select the relevant Service. 2 Click Screens in the Right Navigation Area. A list of existing screens will be displayed. 3 Click Submit and Design to invoke the Screen Designer. 4 In the Screen Designer, select Field Picklist in the Operations Area to display a list of fields for use in this Operation. 5 Click on the Attachments field and drag it onto the screen. 6 Complete the design of the screen and save it. See Field Picklist (page 112) for more information about adding fields to a screen. 5 Create a Rule to send Attachments by Attachments can be sent from Event Rules and Schedule Rules. 1 In the Rules Summary screen, select an Event Rule or Schedule Rule. 2 Select the Notification tab. 3 Double-click on the Value field to the right of the Attachments parameter field to display the Assign Value(s) screen. Figure 194: Example of Assigning Values 4 Select the Attachments field. 5 Complete the Notification tab and save the Rule. For further information about creating Rules, see Business Rules on page

202 Configuration Tips 6 Add the Attachments Field to the History Filter Each time an Operation which includes Attachments is performed, a record is added to the System Request's history. To enable users to view the attachments pathway, add the Attachments field to a History filter for that Service. 1 In the Filter Manager, select the History filter to which you will add the Attachments field. 2 Select the Field Configuration tab, then find the Attachments field in the Available Fields list. 3 Use the button to transfer the field into the Selected Display Fields list. 4 Save the filter. 5 The Attachments field is now displayed in the History grid. For further information about Filters see Filter Manager on page 14. Define a Label and an Icon for a Service Request In Sostenuto's Association Graph, Service Request records are displayed as labelled icons. The Service icon and Service Request ID are displayed by default, but you can create individual icons and labels, such as photos of Contacts, for Service Requests. Service Request icon fields should be defined when the rest of the Service configuration has been completed, so that you can select from the full range of the Service's fields for the Display field or define your own fields. Note that you cannot create Service Request icons for the My Sostenuto Service. In this example, we are creating Service Request icons in the Contacts Service, using two fields called Iconfield and Associationtext. 1 Create the Iconfield and Associationtext fields 1 To define these fields, highlight the Contacts Service in the Service Manager > Summary grid, then select Fields in the Right Navigation Area. Add a text field called Iconfield, for the Contact Service's Display Icon Field. Add a text field called Associationtext, for the Contact Service's Display Name Field. 2 In the Service Manager > Summary grid, highlight the Contacts Service and double-click on it, or select View Service from the Operations Area. 3 In the Service Manager > [Service name] > Update screen select each field from the drop-down lists and click Save. 4 Save and close the Service Manager > [Service name] > Update screen. 2 Create a Rule to populate the Label and the Icon 1 In the Service Manager > Summary grid, highlight the Contacts Service and select Rules in the Right Navigation Area. 202

203 SYSTEM MANAGEMENT USER'S GUIDE 2 In the [Service name] > Rules > Summary screen, create a Schedule Rule to populate the Associationtext field with the latest values of that field, e.g. forename&surname&jobtitle. The General tab and Field Update settings are shown below. Figure 195: The Schedule Cycle looks for current information Figure 196: Choose the fields for the icon label 3 Save and close the Schedule Rule screen, then select the new Rule in the [Service Name] > Rules > Summary screen and click Enable Rule. 3 Add the Label and Icon to the Screen 1 In the Service Manager > Summary grid, highlight the Contacts Service and select Screens in the Right Navigation Area. 2 Select the screen where you want these fields to appear - here, the Employee Details screen. 203

204 Configuration Tips 3 Add the Associationtext and Iconfield fields to this screen. The Associationtext field should be populated automatically by the Schedule Rule. 4 The icon for the Iconfield is taken from outside Sostenuto. Browse through the system to find a suitable picture (here, you could use a photograph of the Contact) and paste it into C:\Program Files\Sostenuto\Images on the machine where you have installed Sostenuto. Copy the name of the image including the suffix. Note: If the image name contains embedded spaces, Sostenuto will not display the image. 5 In Sostenuto, select the Contacts Service then select the Contact whose image you have just stored in C:\Program Files\Sostenuto\Images. 6 Paste the image name into the Iconfield of the Contact Details screen then prefix the label name with images/, for example, images/[contact name].jpg. This creates the pathway for Sostenuto to pick up the image when required. Create and Display Charts Follow these steps to create and display charts. 1 In Filter Manager Enable the filter for statistics. To do this you must select a Chart Type on the General tab to enable the Statistics tab: Single Series Chart: offers statistics based on two fields. Multiple Series Chart: usually offers statistics based on three fields, such as Incident statistics based on Priority and State. 2 In Screens Use the Chart element from the Companion Pick List to define the chart's characteristics on the Service's Summary screen. Usually, a Single Series Chart may only be defined as a Pie Chart; Multiple Series charts are defined as Bar Charts or Line Charts. See Creating Single Series Bar Charts (page 22) for the exception to this rule. 3 At Runtime At runtime: Once a chart has been configured all the suitable filters from the current Service and other Service may be viewed there. The display defaults to the first filter in the drop-down list and remains the same until the user selects another filter. How the Fields in the Statistics Tab Field define your Graph The labels on the graphs below show which field controls each feature of the graphs. Pie Chart: Title Value Field: Release ID Filter Name Summarised Field: Priority Figure 197: Example of a Pie Chart 204

205 SYSTEM MANAGEMENT USER'S GUIDE Line Chart: Title Value Field: Incident ID Summarised Field: State Series Field: Priority Filter Name Figure 198: Line chart showing Incidents by priority/state Examples of Using the Account/Group Fields The ability to create an Account/Group field type allows you to expand existing functionality; for example, by incorporating multiple assignees to a Service Request lifecycle, or adding another Account field to records for use in filters. As with existing system-based Account/Group fields, these fields can be placed on screen independently. Some example scenarios are given below. Scenario 1 A team leader wants to track a document's reviewers; they have no ownership or rights to update, but provide technical, business and signoff reviews. 1 In the Items service create 3 sets of Account/Group fields for the reviewers, called Technical, Business and Signoff. 2 Add the Account fields to the Item Detail screen and to an Items Service Request filter, such as All Documentation Items. 3 Each time a document is created or updated it is sent to these three groups for review. The reviewer's account is selected for the appropriate Account field. 4 Create a new Item filter called My Documents for Review which can now use the Current Login functionality, rather than targeting individual contacts and departments. The team leader will then be able to use the All Documentation Items filter to see who has verified the document. Scenario 2 Peter is the head of department. He logs into Iguana to see his Incidents but he wants to see all of the Incidents that his department have logged. The members of his department are not allowed to see each other s Incidents. 1 Create a new security group on the Contact profile called BOSS and allocate Peter to this group. 2 Create an Account/Group field pair in the Departments service and call the Account field Boss. 3 Associate these fields with the Contact service, then from the Contact Association associate them with the Incidents service. 4 Once Peter's Contact account has been allocated to the Department, any new Incidents that are logged for his team will carry his name in the Incident's BOSS field. 5 Create a new filter in Incidents called My Department s Incidents, which states BOSS = Current User. This filter can then be allocated to the BOSS security team to which Peter belongs. Scenario 3 A consultant wants to see only the customers for whom he is responsible. 1 Create an Account/Group field called Account Manager and add it to the Customer detail screen. 2 Create a filter called My Customers with the criteria 'Account Manager IS EQUAL TO Owned by Account' Only the Customer records with the current account as Account Manager will be listed in this filter. 205