Using Systems Manager Administration

The Admin tab allows Systems Manager administrators to configure the solution. Systems Manager administrators are those users who have access to all of the tabs in Systems Manager, including the Admin tab.

From the Admin tab, you can perform the following operations:

• Manage your Systems Manager company settings
• Manage Systems Manager role-based security
• Manage the specialists in your organization who access Systems Manager
• Manage information about the end users that your organization supports
• Manage security issues such as enabling access control and password expiration
• Manage help desk service calendars
• Manage asset details, software titles, and software licenses
• Configure the Help Desk solution
• Manage knowledge base articles for use as solutions to Help Desk problem tickets
• Manage Systems Manager delegates
• Manage Systems Manager discovery and deployment parameters
• Manage the MicroAgent
• Manage Patch notifications
• Manage Remote Control settings

From the Admin tab, you can access the following subtabs:

• General
• Assets
• Help Desk
• Knowledge Base
• Delegates
• Discovery
• Deployment
• MicroAgent
• Patch
• Remote

General

The General subtab allows you to manage the following menus:

• Company
• Specialists
• End Users
• Security
• Service Calendar

Managing Your Company

The Company menu allows you to manage the following tasks:

• Configure the Customer Service Center
• Manage departments
• Manage locations
• Manage attachment settings
• Manage community settings

Customer Service Center Setup

Systems Manager allows you to configure certain aspects of the Customer Service Center (CSC), which is the end-user interface to the Help Desk solution.

Follow these steps to configure the CSC:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Company menu and choose Customer Service Center to display the Customer Service Center page.
3. The Problem Ticket Settings section allows you to assign permissions to users. Select an option to enable that option for all end users:
   • Submit problem tickets
   • Modify problem tickets they have submitted (for example: add work history to the ticket)
   • View full details about the problem ticket
   • Select a category when creating a new problem ticket
   • Select a priority when creating a new problem ticket
   • Attach files to problem tickets
   • Reopen tickets (for example: if an issue has not been satisfactorily resolved)
   • Register as a user or update contact information in the CSC:
   • Select the Register as New User option to allow end users to enter their contact information only when initially registering in the CSC. This option prevents end users from updating their contact information after logging in to the CSC.
   • Select the Update Contact Information option to allow end users to update their contact information only after logging in to the CSC. This option prevents end users from initially registering in the CSC their contact information must already be present in the Systems Manager database before they can access the CSC.
   • Select the Both option to allow end users to register and update their contact information in the CSC.
   • Select the Neither option to prevent end users from registering or updating their contact information in the CSC.
4. The Other Settings section allows you to configure two other CSC options:
   • Select the End users can access the CSC without a MicroAgent check box to enable users to access the CSC from anywhere on the Web without a MicroAgent installed. After you enable this option, users can enter the https://agent.triactive.com/?company=<companylogin> URL and enter their credentials to access the CSC.
   • Select the Every option in the Prompt end users to verify their information option to force users to confirm or update their account information after a specified period of time. Then enter the number of days before Systems Manager displays a reminder prompt.
     —OR—
     Select the Never option to specify that end users will never be required to confirm their user information.
5. Select any custom fields that you want to display in the CSC for end users.
   Note: All enabled help desk custom field definitions display here. Any required help desk custom field definitions are also required by CSC users, if you choose to display them.
6. Click the Save button, to save your changes to the CSC configuration.

Managing Departments

Systems Manager allows you to create, edit, and delete department names. You can also import departments.

Creating a Department

Follow these steps to create a department:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Company menu and choose Departments to display the Department page.
3. Click the Create button to display the Create a Department page.
4. In the Department Name field, enter the name of the new department.
5. Optional: In the Department Number field, enter the number of the new department.
6. Click Save to create the department and return to the Department page.

Systems Manager adds the new department to the list of departments.

Editing a Department

Follow these steps to change the name of an existing department:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Company menu and choose Departments to display the Department page.
3. On the Departments page, click the link of the department you want to change.
4. In the Department Name field on the Edit a Department page, enter the new name of the department.
5. In the Department Number field, enter the new number of the department.
6. Click Save to change the department name and return to the Department page.

Systems Manager changes the name of the department.

Deleting a Department

Follow these steps to delete a department:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Company menu and choose Departments to display the Department page.
3. On the Departments page, select the check box(es) for the department(s) you want to delete.
   
4. Click the Delete button.
5. Click OK in the confirmation dialog box.
6. If the department is in use, replace the department.

Note: If a department is currently associated with an end user or a specialist, you cannot delete it until you remove that association.

Replacing a Department

The Replace Department page displays when you attempt to delete a department that is in use. Follow these steps to replace a department:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Company menu and choose Departments to display the Departments page.
3. On the Departments page, select the check box(es) for the department(s) you want to delete.
4. Click the Delete button.
5. Click OK in the confirmation dialog box to display the Replace Department page.
6. Select a replacement department.
   
7. Click Replace.
8. If you selected more than one department to delete, the Replace Department page displays for each department in use.

Importing Departments

In addition to creating departments, you can import departments from a Comma Separated Value (CSV) file.

Follow these steps to import departments from a CSV file:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Company menu and choose Import Departments to display the Select a Department CSV File page.
3. In the CSV File field, use the Browse button to select the CSV file to import.
4. Click the Preview button to upload the file and display the Select Department Importing Options page.
5. Select the Ignore header line (first line) of CSV file check box if the first line of the CSV file is a header instead of data (e.g. column titles).
6. Select the Reconcile records using Department Name check box to update the existing departments. If you clear this check box, Systems Manager skips the existing departments and imports only new ones.
7. Select the Remove single quotes from values check box if the comma-separated values are single quoted.
8. Required: In the Department Name field, use the drop-down list to select the data that maps to the appropriate department name field.
   Note: The drop-down lists display the values of the first line of the CSV file.
9. Optional: In the Department Number field, use the drop-down list to select the data that maps to the appropriate department number field.
10. Click the Import button to prepare the departments import from the CSV file and go to the Department Import Results page.
11. Review the status of the current department import:
    • Initializing Import specifies that the import process is initializing and should begin shortly.
    • Reading CSV Data specifies that the department import file is being read.
    • Import In Progress specifies that the departments are being stored in the system.
12. Optional: Click Stop Import at any time prior to completion to view the results so far.

Managing Locations

Systems Manager provides a way for you to create, edit, and delete location names. You can also import locations.

Creating a Location

Follow these steps to create a location:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Company menu and choose Locations to display the Locations page.
3. On the Locations page, click the Create button to display the Create Location page.
4. In the Location field, enter the name of the new location.
5. Optional: In the Address field, enter the address of the new location.
6. Click the Save button to create the location and return to the Locations page.

Systems Manager adds the new location to the list of locations.

Updating an Existing Location

Follow these steps to change the name of an existing location:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Company menu and choose Locations to display the Locations page.
3. On the Locations page, click the link of the location you want to change.
4. In the Location field on the Update Location page, enter the new name of the location.
5. In the Address field, enter the new address of the location.
6. Click the Save button to change the location name and return to the Locations page.

Systems Manager changes the name of the location.

Deleting a Location

Follow these steps to delete a location:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Company menu and choose Locations to display the Locations page.
3. On the Locations page, select the check box(es) for the location(s) to delete.
   
4. Click the Delete button.
5. Click OK in the confirmation dialog box.
6. If the location is in use, replace the location.

Note: If this location is currently associated with an end user or specialist, you cannot delete it until you remove that association. In addition, association with either assignment or approval rules also prevents deletion.

Replacing a Location

The Replace Location page displays when you attempt to delete a location that is in use. Follow these steps to replace a location:

1. Click the Admin tab.
   
   The General subtab displays by default.
2. Point to the Company menu and choose Locations to display the Locations page.
3. On the Locations page, select the check box(es) for the location(s) you want to delete.
4. Click the Delete button.
5. Click OK in the confirmation dialog box to display the Replace Location page.
6. Select a replacement location.
   
   
7. Click Replace.
8. If you selected more than one location to delete, the Replace Location page displays for each location in use.

Importing Locations

In addition to creating locations in the Systems Manager portal, you can import locations from a Comma Separated Value (CSV) file.

Follow these steps to import locations from a CSV file:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Company menu and choose Import Locations to display the Select a Location CSV File page.
3. In the CSV File field, use the Browse button to select the CSV file to import.
4. Click the Preview button to upload the file and display the Select Location Importing Options page.
5. Select the Ignore header line (first line) of CSV file check box if the first line of the CSV file is a header instead of data (e.g. column titles).
6. Select the Reconcile records using Location Name check box to update existing locations. If you clear this check box, Systems Manager skips the existing locations and imports only new ones.
7. Select the Remove single quotes from values check box if the comma-separated values are single quoted.
8. Required: In the Location Name field, use the drop-down list to select the data that maps to the appropriate location name field.
   Note: The drop-down lists display the values of the first line of the CSV file.
9. Optional: In the Location Address field, use the drop-down list to select the data that maps to the appropriate location address field.
10. Click the Import button to import the locations from the CSV file and go to the Location Import Results page.
11. Review the status of the current location import:
    • Initializing Import specifies that the import process is initializing and should begin shortly.
    • Reading CSV Data specifies that the location import file is being read.
    • Import In Progress specifies that the locations are being stored in the system.
12. Optional: Click Stop Import at any time prior to completion to view the results so far.

Attachment Settings

You can specify the maximum allowable size for file attachments in kilobytes (KB).

Follow these steps to update the allowable file size:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Company menu and choose Attachment Settings to display the Attachments Settings page.
3. Enter a numeric value in the Allowable File Size field.
4. Click the Update Settings button to set the file size.

Community Settings

The Community Settings page allows you to set the company from which you can import settings for your Community.

Follow these steps to set the company for your community:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Company menu and choose Community Settings to display the Community Settings page.
   The current company displays in the credentials fields.
3. Enter credentials in the Company, Username, and Password fields to set a new company for your community.
4. Click Save.

Custom Select Lists

You can create a custom select list for any information you want to track with assets. After you create the list, you can populate the list with a number of choices. Then, end users can select from the drop-down list of values on the asset detail view, which prevents them from entering values incorrectly.

For example, you can create a set of custom select lists to track your servers by location: EMEA > Germany > Koln > South Office > Building 2 > Server Room 2 > Rack 5 > Slot 6. 

By creating these lists, you can collect reliable, consistent information for tracking and reporting. The Systems Manager reporting solution allows you to include these fields in your custom reports.

The Custom Select Lists page allows you to manage your custom select lists.

You can complete the following tasks with your custom select lists:

• View
• Create
• Associate
• Edit
• Delete

You can complete the following tasks with custom select lists:

• You can create an unlimited number of lists and list items, and you can associate the lists with the asset custom field definitions.
• After you associate the custom select list with a custom field definition, you can view them on the System Inventory page.
• You can also include these fields in reports.

Viewing Custom Select Lists

Follow these steps to view your custom select lists:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Company menu and choose Custom Select Lists to display the Custom Select Lists page.

Creating Custom Select Lists

Follow these steps to create a custom select list:

1. Click the Admin tab.
   
   The General subtab displays by default.
2. Point to the Company menu and choose Custom Select Lists to display the Custom Select Lists page.
3. Click the Create button to display the Create Custom Select List page.
4. Enter a name for the list.
5. Click Save.
6. Click the edit button to display the Edit Custom Select List page and complete your list.

Editing Custom Select Lists

Follow these steps to edit a custom select list:

1. Click the Admin tab.
   
   The General subtab displays by default.
2. Point to the Company menu and choose Custom Select Lists to display the Custom Select Lists page.
3. Click the edit button to display the Edit Custom Select List page.
4. Click the Add button to display the Create Custom Select Item page. Enter an item and click Save to return to the Edit Custom Select List page.
   —OR—
   Click a list item edit button to display the Edit Custom Select Item page. Modify the item name and click Save to return to the Edit Custom Select List page.
   —OR—
   
5. Repeat the previous step to add or edit other list items.
6. Click Save on the Edit Custom Select List page when you finish adding list items.

Deleting Custom Select Lists & List Items

You can delete an entire list or a list item. If you delete a list, you have the option of associating it with another. All deleted list item values will display as null on the asset detail view. If you want to change an item from Austin to Leander, for example, we recommend that you edit that item rather than delete it and recreate it.

Follow these steps to delete a custom select list:

1. Click the Admin tab.
   
   The General subtab displays by default.
2. Point to the Company menu and choose Custom Select Lists to display the Custom Select Lists page.
3. Click the delete button to remove the list.
   

Follow these steps to delete a custom select list item:

1. Click the Admin tab.
   
   The General subtab displays by default.
2. Point to the Company menu and choose Custom Select Lists to display the Custom Select Lists page.
3. Click the edit button for the list from which you want to remove an item to display the Edit Custom Select List page.
4. Click the delete button to remove the list item.

Associating a Custom Select List with an Asset Custom Field Definition

You can associate custom select lists with the asset custom field definitions. You must associate a custom select list with an asset custom field definition in order to use that list, although you can create lists that are not associate with custom field definitions (for example, lists you create for future use).

Follow these steps to associate a custom select list with an asset custom field definition:

1. Click the Admin tab.
2. Click the Assets subtab.
3. Point to the Assets menu and choose Custom Field Definitions to display the Asset Custom Field Definitions page.
4. Complete the instructions on the Edit Custom Field Definitions page.

Now, you can use the information you collect with your custom select list on the asset details page.

Managing Specialists

Systems Manager specialists can access all of the tabs in Systems Manager except the Admin tab. As a Systems Manger specialist, you can use the Systems Manager solution; however, to configure the solution, you must see a Systems Manager administrator.

The Specialists menu allows you to complete the following tasks:

• Create specialists
• List enabled specialists
• List disabled specialists
• Manage specialist role-based security

You can also complete the following tasks on the specialist pages:

• Disable specialists
• Enable disabled specialists
• Edit specialists
• Change specialist passwords

Listing Enabled Specialists

You can view a list of all enabled specialists in Systems Manager.

Follow these steps to list enabled specialists:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Specialists menu and choose List Enabled Specialists to display the Enabled Specialists page.

This page lists the following types of information for currently enabled specialists:

• Specialist name
• Last name
• First name
• E-Mail
• Telephone number

Listing Disabled Specialists

You can view a list of all disabled specialists in Systems Manager.

Follow these steps to list disabled specialists:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Specialists menu and choose List Disabled Specialists to display the Disabled Specialists page.

This page lists the following types of information for currently disabled specialists:

• Specialist name
• Last name
• First name
• E-Mail
• Telephone number

Creating Specialists

You can create new specialists and provide them with the roles they need to manage the systems in your enterprise.

Note: New specialists created will have notifications on by default.

Follow these steps to create a specialist:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Specialists menu and choose Create Specialist to display the Create Specialist page.
3. In the First Name field, enter the first name of the new specialist.
4. In the Middle Name field, you can enter a middle name or initial for the new specialist.
5. In the Last Name field, enter the last name of the new specialist.
6. In the E-Mail field, enter the new specialist's e-mail address.
   For example: newadministrator@company.com
7. In the ID field, you can enter a unique name or number for the new specialist.
8. In the Title field, you can enter the new specialist's work title.
9. In the Department field, use the down arrow to select the department to which the new specialist belongs.
10. In the Location field, use the down arrow to select the location at which the new specialist resides.
11. In the Phone field, you can enter the new specialist's office telephone number, including area code.
12. In the Phone Ext. field, you can enter the new specialist's office telephone extension number.
13. In the Pager field, you can enter the new specialist's pager number.
14. In the Pager E-Mail field, you can enter the new specialist's e-mail pager address.
15. In the Cell Phone field, you can enter the new specialist's mobile telephone number.
16. In the Time Zone field, use the down arrow to select a time zone for the specialist.
17. In the Account Name field, enter a unique name to be used as the login for the specialist.
18. In the Password field, enter a default password for the new specialist. The password must be at least six (6) characters long.
19. In the Confirm Password field, re-enter the new password.
20. In the Direct Manager field, use the down arrow to select the account name for the manager of the person whose account you are creating.
21. In the Role Information section, select one or more roles for the new specialist.
22. In the Settings section, select the Password Never Expires check box to prevent the specialist's password from ever expiring. This selection applies only if you select the With exceptions check box on the Security Settings page.
23. Click Save to create the specialist and return to the Enabled Specialists page.

Disabling Specialists

Disabling a specialist restricts the specialist from logging in to Systems Manager.

Note: Before disabling a specialist, remove all of the following assignments and responsibilities:

• Assignee for open problem tickets
• Owner of open incidents
• Assignee for incomplete tasks
• Member of workgroups that contain the specialist as the sole member
• Direct manager of another specialist
• Assignee for assignment rules
• Default assignee for Customer Service Center tickets
• Designated recipient of notification, when an unidentified end user submits a problem ticket through e-mail
• Member of the superuser role

Follow these steps to disable a specialist:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Specialists menu and choose List Enabled Specialists to display the Enabled Specialists page.
3. Click the Disable link next to the specialist you want to disable.

Enabling Disabled Specialists

Follow these steps to enable a disabled specialist:

1. Identify the specialist you want to enable on the Disabled Specialists page.
2. Click the Enable link.
   Systems Manager enables the specialist and moves it to the Enabled Specialists page.

Editing Specialists

You can edit enabled or disabled specialists. You can change the following information about a specialist:

• First Name
• Middle Name
• Last Name
• E-Mail
• ID
• Title
• Department
• Location
• Phone
• Phone Ext.
• Pager Phone
• Pager E-Mail
• Cell Phone
• Time Zone
• Account Name
• Direct Manager
• Role memberships (not applicable for disabled specialists)
• Password expiration settings

Follow these steps to change a specialist's information:

1. Identify the end user you want to edit on the Enabled Specialists page or on the Disabled Specialists page.
2. Click the edit button next to the specialist name to display the Edit Specialist page.
3. Make any necessary changes to the specialist information.
4. Click Save.

Follow these steps to change the password:

1. Click the Change Password tab to display the password tab.
2. In the Password field, enter the specialist's new password.
3. In the Confirm Password field, enter the new password again.
4. Click the Save button.

Systems Manager makes the changes to the account and returns you to the Enabled Specialists page.

Managing Role-based Security

Role-based security allows "role administrators" to define specialist roles that grant/limit access to specific areas of Systems Manager. Role-based security provides the ability to create, edit, or delete roles that can be used to enhance system authorization and security.

Follow these steps to view and manage all roles:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Specialists menu and choose Roles to display the Roles page.

The Roles page lists the following information about the roles listed:

• Name
• Description
• Members (number of members in each role)
  Click the number link to manage members.

Click the Create button to display the Create Role page.

Click the delete button to delete a role.

Click the edit button to display the Edit Role page.

Creating a Role

Follow these steps to create a role:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Specialists menu and choose Roles to display the Roles page.
3. Click the Create button to display the create role page.
4. In the Name field, enter the name of the role.
5. In the Description field, enter a description of the role.
6. Optional: Select the Default Role option to create this role as your company default role. You must assign the default role to one of the roles in your company. This default role will automatically be selected when you create a specialist.
7. Select the check box(es) to assign rights to the role.
   The options that display on the role page represent the complete list of rights that you can associate with a role. The list displays in a hierarchical format. Select a right higher in the hierarchy (farther to the left) to grant all the rights located lower in the hierarchy.
   Note: Select the All Systems Manager Rights option to grant all rights to a role.
8. Click Save to save the role and view it on the Roles page.

Editing a Role

Follow these steps to edit a role:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Specialists menu and choose Roles to display the Roles page.
3. Click the edit button next to the role to display the Edit Role page.
4. In the Name field, edit the name of the role.
5. In the Description field, edit the description of the role.
6. Optional: Select the Default Role option to create this role as your company default role. You must assign the "Default Role" to one of the roles in your company. This default role will automatically be selected when you create a specialist.
7. Select the check box(es) to assign rights to the role.
   The options that display on the role page represent the complete list of rights that you can associate with a role. The list displays in a hierarchical format. Select a right higher in the hierarchy (farther to the left) to grant all the rights located lower in the hierarchy.
   Note: Select the All Systems Manager Rights option to grant all rights to a role.
8. Optional: Click the Specialists tab to view the specialists who are associated with this role.
9. Click Save to save the role and view it on the Roles page.

Deleting a Role

Follow these steps to delete a role:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Specialists menu and choose Roles to display the Roles page.
3. Click the delete button to delete a role.
4. Click OK in the confirmation dialog box.

Note: You cannot delete a role if one or more members are assigned to it.

Managing Role Membership

You can add members to a role or remove them from a role. You must assign every specialist to at least one role, but specialists can be members of multiple roles.

Follow these steps to add members to a role:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Specialists menu and choose Roles to display the Roles page.
3. Click the numbered link in the Members column to display the specialists page.
4. Select a specialist from the All Specialists field.
   To select multiple specialists, press the Ctrl key and select the specialists you want to add.
5. Click the arrow button to move the selected members to the Members group.
6. Click Save to commit the changes.

Follow these steps to remove members from a role:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Specialists menu and choose Roles to display the Roles page.
3. Click the numbered link in the Members column to display the specialists page.
4. Select a member from the Members field.
   To select multiple members, press the Ctrl key and select the members you want to remove.
5. Click the arrow button to move the selected members to the All Specialists group.
6. Click Save to commit the changes.

Note: At least one member must exist for the superuser role. Also, you can add only enabled specialists as members to a role.

Managing End Users

End users are the people in your enterprise who encounter problems in the system and report them to specialists. Specialists use those end-user names to help track problem resolution. From the End Users menu, you can perform the following operations:

• Create end users
• List enabled end users
• List disabled end users
• Import end users
• Export end user report data

You can also complete the following tasks on the end user pages:

• Edit end users
• Disable end users
• Enable disabled end users
• Associate assets with end users

Creating End Users & Associating Assets

Follow these steps to create an end user:

1. Click the Admin tab. The General subtab displays by default.
2. Point to the End Users menu and choose Create End User to display the Create End User page.
3. In the First Name field, enter the end user's first name.
4. In the Middle Name field, enter the end user's middle name.
5. In the Last Name field, enter the end user's last name.
6. In the E-Mail field, enter a unique e-mail address for the end user.
   Note: If an end user submits a ticket via e-mail, it must come from this e-mail address in order for Systems Manager to correctly associate the ticket with the end user.
7. In the Notification E-Mail field, enter an alternate address for end user e-mail notifications.
   Note: Although the e-mail address for the E-Mail field must be unique, the notification e-mail address can be the same for multiple end users.
8. In the ID field, enter the Systems Manager user ID for this end user.
   Note: This ID can be any unique identifier that is meaningful to your organization, such as an employee number, or you can leave this field blank.
9. In the Title field, enter the end user's job title.
10. In the Department field, enter the department in the enterprise in which the end user works.
11. In the Location field, enter the physical location of the end user's office.
12. In the Phone field, enter the end user's office telephone number.
13. In the Phone Ext. field, enter the end user's office telephone number extension.
14. In the Pager field, enter the pager number for the end user.
15. In the Pager E-Mail field, enter the pager e-mail address for the end user.
16. In the Cell Phone field, enter the end user's cell phone number.
17. In the Time Zone field, use the down arrow to select a time zone for the end user.
18. Associate assets with the end user.
19. Click the Save button to return to the Enabled End Users page.

Editing End Users & Associating Assets

Follow these steps to update an existing end user:

1. Identify the end user you want to edit on the Enabled End Users page or on the Disabled End Users page.
2. Click the edit button next to the end user name to display the Edit End User page.
3. In the First Name field, enter a new name for the end user's first name.
4. In the Middle Name field, enter a new name for the end user's middle name.
5. In the Last Name field, enter a new name for the end user's last name.
6. In the E-Mail field, enter a new, unique e-mail address for the end user.
   Note: If an end user submits a ticket via e-mail, it must come from this e-mail address in order for Systems Manager to correctly associate the ticket with the end user.
7. In the Notification E-Mail field, enter a new, alternate address for end user e-mail notifications.
   Note: Although the e-mail address for the E-Mail field must be unique, the notification e-mail address can be the same for multiple end users.
8. In the ID field, enter a new Systems Manager user ID for the end user.
   Note: This can be any unique identifier that is meaningful to your organization, such as an employee number, or you can leave this field blank.
9. In the Title field, enter a new title for the end user's job title.
10. In the Department field, enter a new department in the enterprise in which the end user works.
11. In the Location field, enter a new physical location of the end user's office.
12. In the Phone field, enter a new number for the end user's office telephone number.
13. In the Phone Ext. field, enter a new number for the end user's office telephone number extension.
14. In the Pager field, enter a new pager number for the end user.
15. In the Pager E-Mail field, enter a pager e-mail address for the end user.
16. In the Cell Phone field, enter the end user's cell phone number.
17. In the Time Zone field, use the down arrow to select a new time zone for the end user.
18. Associate assets with the end user.
19. Click Save to return to the Enabled End Users page.

Associating Assets with End Users

Follow these steps to associate an asset with an end user from either the Create End User page or the Edit End User page:

1. Click the search button to display the Search for Asset dialog box.
2. Optional: In the System Name field, enter the system name or first portion of the system name to associate with the ticket.
3. Optional: In the IP Range Start field, enter the start address of an IP address range for the asset to associate with the ticket. If the IP Range Start is equal to the IP Range End, Systems Manager returns only systems with the specified IP address.
4. Optional: In the IP Range End field, enter the end address of an IP address range for the asset to associate with the ticket. If the IP Range Start is equal to the IP Range End, Systems Manager returns only systems with the specified IP address.
5. Optional: Select the Include Fixed Assets check box to include fixed assets in the search. By default, fixed assets are excluded.
6. Click the Search button to conduct your search.
7. Click an asset name to return to the ticket page, where the asset name displays.

Note: You can associate multiple assets with one end user by repeating the previous steps.

To remove an asset from an end user profile, click the delete button and then click OK in the confirmation dialog box.

Enabling Disabled End Users

Follow these steps to enable a disabled end user:

1. Identify the end user you want to enable on the Disabled End Users page.
2. Click the Enable link.
   Systems Manager enables the end user and moves it to the Enabled End Users page.

Listing Enabled End Users

The Enabled End Users page displays a searchable list of active end users in the system. For each active end user in the system, Systems Manager lists the following information:

• Last Name
• First Name
• E-Mail Address
• Department
• Location

To list enabled end users, click the Admin tab. The Enabled End Users page on the General subtab displays by default.

You can search for an enabled end user based on last name or e-mail address. You can also search on the first portion of a last name or e-mail address. If you enter both a last name and an e-mail address, the search returns end users that match either criterion.

You can also export data from this report.

Listing Disabled End Users

The Disabled End Users page displays a searchable list of all end users who are currently disabled from the system.

Follow these steps to list disabled end users:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the End Users menu and choose List Disabled End Users to display the Disabled End Users page.

You can search for a disabled end user based on last name or e-mail address. You can also search on the first portion of a last name or e-mail address. If you enter both a last name and an e-mail address, the search returns disabled end users that match either criterion.

You can also export data from this report.

Disabling End Users

You can disable end users in Systems Manager when they are no longer needed.
Note: When you disable an end user, Systems Manager removes all asset associations from that end user.

Follow these steps to disable an end user:

1. Click the Admin tab.
   The Enabled End Users page on the General subtab displays by default.
2. Identify the user you want to disable and click the Disable link to the left of the end user account name.

Systems Manager disables the end user and returns you to the Enabled End Users page.

Importing End Users

In addition to creating users in Systems Manager, you can import end users from a Comma Separated Value (CSV) file.

Follow these steps to import end users from a CSV file:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the End Users menu and choose Import End Users to display the Select an End User CSV File page.
3. In the CSV File field, use the Browse button to select the CSV file to import.
4. Click the Preview button to upload the file and display the Select End User Importing Options page.
5. Select the Ignore header line (first line) of CSV file check box if the first line of the CSV file is a header instead of data (e.g. column titles).
6. Select the Reconcile against current records (via email address) check box to update any end users that already exist in the system.  
7. Select the Remove single quotes from values check box if the comma-separated values are single quoted.
8. Optional: In the Default field values for all imports section,
   • In the Time Zone field, use the drop-down list to select a time zone for all imported end users.
   • In the Location field, use the drop-down list to select a location for all imported end users.
   • In the Department field, use the drop-down list to select a department for all imported end users.
9. Required: In the First Name field, use the drop-down list to select the data that maps to the appropriate first name field.
   Note: The drop-down lists display the values of the first line of the CSV file.
10. Optional: In the Middle Name field, use the drop-down list to select the data that maps to the appropriate middle name field.
11. Required: In the Last Name field, use the drop-down list to select the data that maps to the appropriate last name field.
12. Required: In the E-Mail field, use the drop-down list to select the data that maps to the appropriate e-mail field.
13. Optional: In the Notification E-Mail field, use the drop-down list to select the data that maps to the appropriate notification e-mail field.
14. Optional: In the ID field, use the drop-down list to select the data that maps to the appropriate ID field.
15. Optional: In the Title field, use the drop-down list to select the data that maps to the appropriate title field.
16. Required: In the Department field, use the drop-down list to select the data that maps to the appropriate department field.
    Note: If the value in this field is missing or invalid, Systems Manager applies the value from the Default field values for all imports section (if set).
17. Required: In the Location field, use the drop-down list to select the data that maps to the appropriate location field.
    Note: If the value in this field is missing or invalid, Systems Manager applies the value from the Default field values for all imports section (if set).
18. Optional: In the Phone field, use the drop-down list to select the data that maps to the appropriate phone field.
19. Optional: In the Phone Ext field, use the drop-down list to select the data that maps to the appropriate phone extension field.
20. Optional: In the Pager field, use the drop-down list to select the data that maps to the appropriate pager field.
21. Optional: In the Pager E-Mail field, use the drop-down list to select the data that maps to the appropriate pager e-mail field.
22. Optional: In the Cell Phone field, use the drop-down list to select the data that maps to the appropriate cell phone field.
23. Required: In the Time Zone field, use the drop-down list to select the data that maps to the appropriate time zone field.
    Note: If the value in this field is missing or invalid, Systems Manager applies the value from the Default field values for all imports section (if set).
24. Click the Import button to import the end users from the CSV file and go to the End User Import Results page.
25. Review the status of the current end user import:
    • Initializing Import specifies that the import process is initializing and should begin shortly.
    • Reading CSV Data specifies that the end user import file is being read.
    • Import In Progress specifies that the end users are being stored in the system.
26. Optional: Click Stop Import to terminate import processing.
27. Review the anticipated import results:
• In the Summary section, view the number of end users to be created or updated.
• In the Warnings section, view any warnings that occurred. When a warning occurs, the CSV row that caused the warning is imported, but some data might have been lost due to an invalid reference, invalid date format, or a text value that exceeded the maximum length.
• In the Errors section, view the end users that will not be imported because of errors. For example, an end user will not be imported if it already exists.
28. Click Continue With Import to import the end users.
29. Review the status of the current end user import:
    • Initializing Import specifies that the import process is initializing and should begin shortly.
    • Reading CSV Data specifies that the end user import file is being read.
    • Import In Progress specifies that the end users are being stored in the system.
30. Optional: Click Stop Import to terminate import processing.
31. View the results from importing end users from the CSV file
• View the number of end users created.
• View the number of end users updated.
• View any warnings that occurred.
• View the number of end users that were not imported because of errors.
32. Click the View All End Users link to view all of the end users.
33. Click the Import More End Users link to begin importing more end users.

Security

The security menu provides enhanced security functionality to Systems Manager. You can perform the following operations from the Security pages:

• Enable access control list
• Set password expiration
• Create IP address entries
• Edit IP address entries
• Delete IP address entries

Enabling Access Control

Follow these steps to enable access control:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Security menu and choose Access Control List to display the Access Control List page.
3. Confirm that your IP address displays on the list. If it does not, create the IP address entry.
   Note: This step is necessary to avoid system "shut-out."
4. Point to the Security menu and choose Security Settings to display the Security Settings page.
5. Select the Control access via IP address filtering check box to enable access control.

Setting Password Expiration

Follow these steps to enable password expiration:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Security menu and choose Security Settings to display the Security Settings page.
3. In the Password Settings section, enter the number of days after which passwords expire and select the Always option. This selection requires all user passwords, including specialists' passwords, to expire after the specified number of days.
   —OR—
   Enter the number of days after which passwords expire and select the With exceptions option. This selection allows you to waive the password expiration date for designated specialists.
   
   
   
   Select the Never allow passwords to expire option to prevent all user passwords, including specialists' passwords, from ever expiring.
   —OR—
   
4. Click Save.

Note: All users can reset their passwords at any time from the Security tab on the General Preferences page, which they can access from the options button at the top of the Systems Manager interface.

Creating an IP Address Entry

Follow these steps to create an IP address entry:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Security menu and choose Access Control List to display the Access Control List page.
3. Click the Create button to display the Create IP Address page.
4. In the IP Address field, enter the IP address that you want to give access.
5. In the Comment field, enter an optional comment to describe this address.
6. Click Save.

Note: Unless your IP address is already entered into the access control list, you will not be able to enter any IP addresses. This prevents system "shut-out."

Editing an IP Address Entry

Follow these steps to edit an IP address entry:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Security menu and choose Access Control List to display the Access Control List page.
3. Click the edit button of an existing IP address to display the Update IP Address page.
4. In the IP Address field, change the IP address that you want to give access.
5. In the Comment field, change the optional comment to describe this address.
6. Click Save.

Note: Unless your IP address is already entered into the access control list, you will not be able to enter any IP addresses. This prevents system "shut-out."

Deleting an IP Address Entry

Follow these steps to delete an IP address entry:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Security menu and choose Access Control List to display the Access Control List page.
3. Click the delete button of an existing IP address.
4. Click OK in the confirmation dialog box.

Note: You cannot delete an address if it is the same as the IP address with which you logged in. This prevents system "shut-out."

Managing Your Service Calendar

A service calendar represents the hours during which your help desk service is available. A service calendar, based on the standard 24-hour day, 365-day year calendar, consists of a standard work week, holidays, and other exclusions. Service calendars can also have peer calendars. All exclusions defined for a calendar's peers also apply to the calendar.

You must apply role-based security to service calendars. You need to define the rights associated with service calendar operations and limit access to those operations accordingly.

Note: Each escalation rule defined for the Help Desk must have an associated service calendar. This association ensures that ticket escalation notifications are scheduled only during service hours.

The Service Calendar section of Systems Manager allows you to complete the following tasks:

• Create service calendars
• Edit service calendars
• Delete service calendars
• Manage holidays
• Manage other exclusions

Creating a Service Calendar

Follow these steps to create a service calendar:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Service Calendar menu and choose Service Calendars to display the Service Calendars page.
3. Click the Create button to display the Create Service Calendar page.
4. In the Name field, enter a name for the service calendar.
5. From the Timezone drop-down list, select a time zone for the service calendar.
6. Select the check box next to the peer calendar(s) you want to associate with this service calendar.
7. Click Save to save the new service calendar and to display the other service calendar tabs.
8. Click the Service Hours tab to define the hours for the work week and then click Save.

   For example, to create a Monday - Friday work week with hours from 8am - 5pm, select the Monday, Tuesday, Wednesday, Thursday, and Friday check boxes. Then set the corresponding From drop-down lists to 8:00AM and the To drop-down lists to 5:00PM.

5. Click the Annual View tab to view holidays and other exclusions that override service hours for a given year. Click the Add Holidays button or the Add Other Exclusions button to apply additional holidays and other exclusions to the calendar. Click the Remove link next to a holiday or other exclusion to remove it from the calendar.

Note: You cannot remove individual holidays and other exclusions applied via peer calendars.

9. Click the Monthly View tab to view holidays and other exclusions that override service hours for a given month. Systems Manager provides links that allow you to view the details of an individual holiday or other exclusion. Green text indicates that the item applies only to this calendar; you can edit these items. Red text indicates that the item can be shared by multiple service calendars; you cannot edit these items within the context of an individual service calendar.
10. Click the Daily View tab to view holidays or other exclusions that override service hours for a given day. Click the Create Other Exclusions button to create an other exclusion that applies only to this service calendar.

Editing a Service Calendar

Follow these steps to edit a service calendar:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Service Calendar menu and choose Service Calendars to display the Service Calendars page.
3. Click the edit button next to the service calendar you want to modify to display the General tab of the Edit Calendar page.
4. In the Name field on the General tab, update the name of the service calendar.
5. In the Timezone field, update the timezone of the service calendar.
6. Select the check box next to any peer calendar(s) you want to associate with the service calendar.
7. Click Save to update the service calendar with your changes.
8. Click the Service Hours tab to define the hours for the work week and then click Save.

   For example, to create a Monday - Friday work week with hours from 8am - 5pm, select the Monday, Tuesday, Wednesday, Thursday, and Friday check boxes. Then set the corresponding From drop-down lists to 8:00AM and the To drop-down lists to 5:00PM.

5. Click the Annual View tab to view holidays and other exclusions that override service hours for a given year. Click the Add Holidays button or the Add Other Exclusions button to apply additional holidays and other exclusions to the calendar. Click the Remove link next to a holiday or other exclusion to remove it from the calendar.

Note: You cannot remove individual holidays and other exclusions applied via peer calendars.

9. Click the Monthly View tab to view holidays and other exclusions that override service hours for a given month. Systems Manager provides links that allow you to view the details of an individual holiday or other exclusion. Green text indicates that the item applies only to this calendar; you can edit these items. Red text indicates that the item can be shared by multiple service calendars; you cannot edit these items within the context of an individual service calendar.
10. Click the Daily View tab to view holidays or other exclusions that override service hours for a given day. Click the Create Other Exclusions button to create an other exclusion that applies only to this service calendar.

Adding a Holiday to a Service Calendar

Follow these steps to add a holiday to an existing service calendar:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Service Calendar menu and choose Service Calendars to display the Service Calendars page.
3. Click the edit button next to the service calendar you want to modify to display the General tab of the Edit Calendar page.
4. Click the Annual View tab to display the yearly view of the calendar.
5. Click the Add Holidays button to display the Add Holidays page.
6. Select the holiday(s) you want to add.
7. Click Save to return to the yearly view of the service calendar.

Adding an Other Exclusion to a Service Calendar

Follow these steps to add an other exclusion to an existing service calendar:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Service Calendar menu and choose Service Calendars to display the Service Calendars page.
3. Click the edit button next to the service calendar you want to modify to display the General tab of the Edit Calendar page.
4. Click the Annual View tab to display the yearly view of the calendar.
5. Click the Add Other Exclusions button to display the Add Other Exclusions page.
6. Select the other exclusion(s) you want to add.
7. Click Save to return to the yearly view of the service calendar.

Deleting a Service Calendar

Follow these steps to delete a service calendar:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Service Calendar menu and choose Service Calendars to display the Service Calendars page.
3. Click the delete button next to the service calendar you want to delete.

Note: The delete button does not display if there is only one service calendar. There must be at least one service calendar for the company.

4. Click OK in the confirmation dialog box to delete the service calendar.

Note: If you attempt to delete a service calendar that is referenced by an escalation rule, Systems Manager displays a page that asks you to select a different calendar for all of the escalation rules that use the calendar you are trying to delete.

Managing Other Exclusions

An other exclusion is a period of time during which help desk service is not available. Other exclusions can occur once, or they can recur with a specified frequency. You can associate other exclusions with one or more service calendars.

Systems Manager allows you to create, update, and delete other exclusions for use with service calendars.

Creating an Other Exclusion

Follow these steps to create an other exclusion:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Service Calendar menu and choose Other Exclusions to display the Other Exclusions page.
3. Click the Create button to display the Create Other Exclusion page.
4. In the Name field, enter a name for the other exclusion.
5. Click the calendar icon next to the Start Date field and select a start date for the other exclusion.
6. Click the calendar icon next to the End Date field and select an end date for the other exclusion.
7. Select the Recurring Event option and set the details of the recurrence.
8. Click the Create link to create the other exclusion and list it on the Other Exclusions page.

Example one-time other exclusion: Company Picnic on Friday April 9, 2004 from 12-5pm

Example recurring other exclusion: System Maintenance on Saturday May 1, 2004 from 6-9am on the first Saturday of every month

Updating an Other Exclusion

Follow these steps to update an other exclusion:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Service Calendar menu and choose Other Exclusions to display the Other Exclusions page.
3. Click the edit button to display the Update Other Exclusion page.
4. In the Name field, update the name for the other exclusion.
5. Click the calendar icon next to the Start Date field and select a start date for the other exclusion.
6. Click the calendar icon next to the End Date field and select an end date for the other exclusion.
7. Select the Recurring Event option and set the details of the recurrence.
8. Click Save to update the other exclusion and return to the Other Exclusions page.

Deleting an Other Exclusion

Follow these steps to delete an other exclusion:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Service Calendar menu and choose Other Exclusions to display the Other Exclusions page.
3. Click the delete button next to the other exclusion you want to delete.
4. Click OK in the confirmation dialog box to delete the other exclusion.

Note: If you try to delete an other exclusion that is being used by a calendar, Systems Manager displays a page that asks you to confirm removal of the other exclusion from all the calendars that are using it.

Managing Holidays

A holiday is a specific type of exclusion. A holiday is a 24-hour period, such as Labor Day, that overrides the work week for a service calendar.

Systems Manager allows you to view, create, update, and delete holidays for use with service calendars.

Creating a Holiday

Follow these steps to create a holiday:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Service Calendar menu and choose Holidays to display the Holidays page.
3. Click the Create button to display the Create Holiday page.
4. In the Name field, enter a name for the holiday.
5. Click the calendar icon next to the Start Date field and select a start date for the holiday.
6. Click the calendar icon next to the End Date field and select an end date for the holiday.
7. Select the Recurring Event option and set the details of the recurrence.
8. Click Create to create the holiday and list it on the Holidays page.

Updating a Holiday

Follow these steps to update a holiday:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Service Calendar menu and choose Holidays to display the Holidays page.
3. Click the edit button to display the Update Holiday page.
4. In the Name field, update the name for the holiday.
5. Click the calendar icon next to the Start Date field and select a different start date for the holiday.
6. Click the calendar icon next to the End Date field and select a different end date for the holiday.
7. Select the Recurring Event option and set the details of the recurrence.
8. Click Save to update the holiday and list it on the Holidays page.

Deleting a Holiday

Follow these steps to delete a holiday:

1. Click the Admin tab.
   The General subtab displays by default.
2. Point to the Service Calendar menu and choose Holidays to display the Holidays page.
3. Click the delete button next to the holiday you want to delete.

Note: If you delete a recurring holiday, Systems Manager deletes all recurrences of that holiday.

4. Click OK in the confirmation dialog box to delete the holiday.

Note: If you try to delete a holiday that is being used by a calendar, Systems Manager displays a page that asks you to confirm removal of the holiday from all the calendars that are using it. 

Administering Asset Management

Under the Assets subtab under the Admin tab, you can perform the following operations:

• Create, edit, and delete publishers, asset status, acquisition methods, retirement methods, categories, vendors, manufacturer/models, asset custom field definitions, and software custom field definitions
  

Video: Creating Asset Field Values (1:26)

• List, create, and delete managed software titles
• List and import software licenses

Asset Status

An asset's status is its current usable state. For example, assets can currently be in use, retired, or in storage. You can define the various possible statuses of assets in your enterprise here, and specialists can associate those statuses with individual assets in the Assets section of Systems Manager. From this section, you can create, edit, or delete statuses.

Note: When assets are initially scanned, their default status is Activated. Specialists can either leave the assets in active status or they can change them to statuses that have been defined here.

Creating an Asset Status

Follow these steps to create an asset status:

1. Click the Admin tab.
2. Click the Assets subtab.
3. Point to the Assets menu and choose Status to display the Status page.
4. Click the Create button to display the Create Asset Status page.
5. In the Asset Status field, enter the name for the asset status.
6. Click Create.

Systems Manager creates the entry and returns you to the Asset Status page. Repeat the previous steps until you have created entries for each of the various statuses needed for your enterprise.

Editing an Asset Status

Follow these steps to edit an asset status:

1. Click the Admin tab.
2. Click the Assets subtab.
3. Point to the Assets menu and choose Status to display the Status page.
4. Click the edit button next to the status to display the Edit Asset Status page.
5. In the Asset Status field, enter a new name for the asset status entry.
6. Click Save.

Systems Manager changes the entry and returns you to the Asset Status page.

Deleting an Asset Status

Follow these steps to delete an asset status:

1. Click the Admin tab.
2. Click the Assets subtab.
3. Point to the Assets menu and choose Status to display the Status page.
4. Click the delete button next to the status you want to delete.
Note: If only one status entry exists, you cannot delete it without creating another status to assign to the assets.
5. Click OK in the confirmation dialog box.
6. If the asset status is currently assigned to assets, Systems Manager displays the Replace Asset Status page.
7. From the drop-down list, select a new status to assign to the assets.
8. Click Replace to display the Status page.

Note: If the asset status that you want to delete is included in a dynamic group filter or a report filter, Systems Manager automatically removes the filter.

Asset Acquisition Methods

An asset acquisition method is the way an asset was acquired. For example, an asset may have been bought, leased, rented, borrowed, and so on. You can define the various possible acquisition methods for assets in your enterprise here, and specialists can associate those acquisition methods with individual assets on the Assets tab of Systems Manager. From this section, you can create, edit, or delete acquisition methods.

Creating an Asset Acquisition Method

Follow these steps to create an asset acquisition method:

1. Click the Admin tab.
2. Click the Assets subtab.
3. Point to the Assets menu and choose Acquisition Methods to display the Acquisition Methods page.
4. Click the Create button to display the Create Acquisition Method page.
5. In the Acquisition Method field, enter the name for the acquisition method.
6. In the Description field, enter a brief description of the acquisition method.
7. Click the Create button.

Systems Manager creates the entry and returns you to the Acquisition Method page. Repeat the previous steps until you have created entries for each of the various acquisition methods needed for your enterprise.

Editing an Asset Acquisition Method

Follow these steps to edit an asset acquisition method:

1. Click the Admin tab.
2. Click the Assets subtab.
3. Point to the Assets menu and choose Acquisition Methods to display the Acquisition Methods page.
4. Click the edit button next to the acquisition method to display the Edit Acquisition Method page.
5. In the Acquisition Method field, enter a new name for the acquisition method.
6. In the Description field, enter a new description of the acquisition method.
7. Click Save.

Systems Manager changes the entry and returns you to the Acquisition Methods page.

Deleting an Asset Acquisition Method

Follow these steps to delete an asset acquisition method:

1. Click the Admin tab.
2. Click the Assets subtab.
3. Point to the Assets menu and choose Acquisition Methods to display the Acquisition Methods page.
4. Click the delete button next to the acquisition method you want to delete.
5. Click OK in the confirmation dialog box.

Note: You must replace any acquisition methods that are in use.

Replacing an Asset Acquisition Method

The Replace Acquisition Method page displays when you attempt to delete an acquisition method that is in use.

Follow these steps to replace an acquisition method:

1. Click the Admin tab.
2. Click the Assets subtab.
3. Point to the Assets menu and choose Acquisition Methods to display the Acquisition Methods page.
4. Click the delete button next to the acquisition method you want to delete.
5. Click OK in the confirmation dialog box to display the Replace Acquisition Method page.
6. Select a replacement acquisition method.
7. Click Replace.

Asset Retirement Methods

An asset retirement method is the way an asset was taken out of service. For example, an asset may have been sold, returned to the vendor, given to charity, or put in storage. You can define the various possible retirement methods for assets in your enterprise here, and specialists can associate those retirement methods with individual assets in the Assets section of Systems Manager. From this section, you can create, edit, or delete retirement methods.

Creating an Asset Retirement Method

Follow these steps to create an asset retirement method:

1. Click the Admin tab.
2. Click the Assets subtab.
3. Point to the Assets menu and choose Retirement Methods to display the Asset Retirement Methods page.
4. Click the Create button to display the Create Retirement Method page.
5. In the Retirement Method field, enter the name for the retirement method.
6. In the Description field, enter a brief description of the retirement method.
7. Click Create.

Systems Manager creates the entry and returns you to the Asset Retirement Methods page. Repeat the previous steps until you have created entries for each of the various retirement methods needed for your enterprise.

Editing an Asset Retirement Method

Follow these steps to edit an asset retirement method:

1. Click the Admin tab.
2. Click the Assets subtab.
3. Point to the Assets menu and choose Retirement Methods to display the Asset Retirement Methods page.
4. Click the edit button next to the retirement method to display the Edit Retirement Method page.
5. In the Retirement Method field, enter the new name for the retirement method.
6. In the Description field, enter a new description of the retirement method.
7. Click Save.

Systems Manager changes the entry and returns you to the Asset Retirement Methods page.

Deleting an Asset Retirement Method

Follow these steps to delete an asset retirement method:

1. Click the Admin tab.
2. Click the Assets subtab.
3. Point to the Assets menu and choose Retirement Methods to display the Asset Retirement Methods page.
4. Click the delete button next to the retirement method you want to delete.
Note: If only one retirement method entry exists, you cannot delete it without creating another retirement method to assign to the assets.
5. Click OK in the confirmation dialog box.
   
6. If the retirement method is currently assigned to assets, Systems Manager displays the Replace Retirement Method page.
7. From the drop-down list, select a new retirement method to assign to the assets.
8. Click Replace to display the Asset Retirement Methods page.

Note: If the retirement method that you want to delete is included in a dynamic group filter or a report filter, Systems Manager automatically removes the filter.

Asset Categories

An asset category is the way you define various types of assets. For example, an asset can be a desktop system, a laptop, a server, or a PC. You can also define subcategories to further describe an asset's type. You can define the various possible categories and subcategories for assets in your enterprise here, and specialists can associate those categories with individual assets in the Assets section of Systems Manager. From this section, you can create, edit, or delete categories.

Creating an Asset Category

Follow these steps to create an asset category:

1. Click the Admin tab.
2. Click the Assets subtab.
3. Point to the Assets menu and choose Categories to display the Asset Categories page.
4. Click the Create button to display the Create Asset Category page.
5. In the Name field, enter the name for the new category.
6. If this new category is going to be a subcategory of an existing category, select the Subcategory of option and then select a primary category of which the new category will become a subcategory.
7. Click Create.

Systems Manager creates the entry and returns you to the Asset Categories page. Repeat the previous steps until you have created entries for each of the various categories and subcategories needed for your enterprise.

Editing an Asset Category

Follow these steps to edit an asset category:

1. Click the Admin tab.
2. Click the Assets subtab.
3. Point to the Assets menu and choose Categories to display the Asset Categories page.
4. Click the edit button next to the category to display the Edit Asset Category page.
5. In the Name field, enter a new name for the category.
6. If this new category is going to be a subcategory of an existing category, select the Subcategory of option and then select a primary category of which the new category will become a subcategory.
7. Click Save.

Systems Manager changes the entry and returns you to the Asset Categories page.

Deleting an Asset Category

Follow these steps to delete an asset category:

1. Click the Admin tab.
2. Click the Assets subtab.
3. Point to the Assets menu and choose Categories to display the Asset Categories page.
4. Click the delete button next to the category you want to delete.
Note: If only one category entry exists, you cannot delete it without creating another category to assign to the assets.
5. Click the OK button in the confirmation dialog box.
6. If the retirement category is currently assigned to assets, Systems Manager displays the Replace Assets page.
7. From the drop-down list, select a new category to assign to the assets.
8. Click Replace to display the Asset Categories page.

Note: If the category that you want to delete is included in a dynamic group filter or a report filter, Systems Manager automatically removes the filter.

Asset Vendors

An asset vendor is the company that provides your enterprise with assets. You can define the various possible vendors for assets in your enterprise here, and specialists can associate those vendors with individual assets in the Assets section of Systems Manager. From this section, you can create, edit, or delete vendor entries.

Creating an Asset Vendor

Follow these steps to create an asset vendor:

1. Click the Admin tab.
2. Click the Assets subtab.
3. Point to the Assets menu and choose Vendors to display the Vendors page.
4. Click the Create button to display the Create Vendor page.
5. In the Vendor Name field, enter the name for an asset vendor.
6. In the Vendor ID field, enter a unique string that identifies the vendor as an entity that supplies assets to your enterprise.
7. In the Phone field, enter a phone number for the vendor.
8. In the Fax field, enter a fax number for the vendor.
9. In the Address field, enter the vendor address.
10. In the Email field, enter an e-mail address for the vendor contact person.
11. In the Website field, enter the vendor website.
12. In the Contact field, enter the name of a contact person for the vendor.
13. In the Customer ID field, enter a unique string that identifies your enterprise to the vendor.
14. In the Internal ID field, enter the name of the person in your enterprise who is responsible for contacting the vendor.
15. In the Notes field, enter a brief notation about the vendor.
    Note: Text in this field is limited to 1024 characters.
16. Click Create.

Systems Manager creates the entry and returns you to the Vendors page. Repeat the previous steps until you have created entries for each of the various vendors needed for your enterprise.

Editing an Asset Vendor

Follow these steps to edit an asset vendor:

1. Click the Admin tab.
2. Click the Assets subtab.
3. Point to the Assets menu and choose Vendors to display the Vendors page.
4. Click the edit button next to the vendor to display the Edit Vendor page.
5. In the Vendor Name field, enter a new name for an asset vendor.
6. In the Vendor ID field, change the unique string that identifies the vendor as an entity that supplies assets to your enterprise.
7. In the Phone field, change the phone number for the vendor.
8. In the Fax field, change the fax number for the vendor.
9. In the Address field, change the vendor address.
10. In the Email field, change the e-mail address for the vendor contact person.
11. In the Website field, change the vendor website.
12. In the Contact field, change the name of the contact person for the vendor.
13. In the Customer ID field, change the unique string that identifies your enterprise to the vendor.
14. In the Internal ID field, enter the name of the person in your enterprise who is responsible for contacting the vendor.
15. In the Notes field, change, add to, or delete the notation about the vendor.
    Note: Text in this field is limited to 1024 characters.
16. Click Save.

Systems Manager creates the entry and returns you to the Vendors page.

Deleting an Asset Vendor

Follow these steps to delete an asset vendor:

1. Click the Admin tab.
2. Click the Assets subtab.
3. Point to the Assets menu and choose Vendors to display the Vendors page.
4. Click the delete button next to the vendor you want to delete.
5. Click OK in the confirmation dialog box.

Asset Manufacturers & Models

The manufacturer and model of each asset is recorded when you initially perform an asset scan. You can edit the various possible manufacturers and model for assets in your enterprise here, and specialists can associate those manufacturers and models with individual assets in the Assets section of Systems Manager. From this section, you can edit or delete manufacturers & models.

Editing an Asset Manufacturer & Model

Follow these steps to edit an asset manufacturer and model:

1. Click the Admin tab.
2. Click the Assets subtab.
3. Point to the Assets menu and choose Manufacturer/Model Table to display the Manufacturer/Model Table page.
4. Click the edit button next to the manufacturer/model to display the Edit Manufacturer/Model Definition page.
   This page displays the SMBIOS listing of the manufacturer and model of the asset that was picked up by the latest asset scan. From this page, you can enter a corresponding manufacturer and model that displays in the reports that specialists see in the Assets tab.
5. In the Manufacturer to display in reports field, enter a name for the manufacturer.
6. In the Model to display in reports field, enter a name for the model.
7. Click Save.

Systems Manager changes the entry and returns you to the Manufacturer/Model Table page.

Deleting an Asset Manufacturer & Model

Follow these steps to delete an asset's manufacturer and model:

1. Click the Admin tab.
2. Click the Assets subtab.
3. Point to the Assets menu and choose Manufacturer/Model Table to display the Manufacturer/Model Table page.
4. Click the delete button next to the manufacturer/model you want to delete.
5. Click OK in the confirmation dialog box.

Note: If you delete a manufacturer & model and the asset is still on the network, it displays on the Manufacturer/Model Table page again after the next asset scan. If the asset is removed from the network, it does not display again.

Asset Custom Field Definitions

Custom field definitions allow an administrator to define up to five text fields and three date fields to be tracked on every asset. These fields can be named to track information that the asset service does not track by default - such as cost center, internal technical contact, or last service date. When a custom field definition is enabled, it will be displayed in asset reports, details pages, edit pages, and search pages. From this section, you can edit asset custom field definitions.

Editing an Asset Custom Field Definition

Follow these steps to edit an asset custom field definition:

1. Click the Admin tab.
2. Click the Assets subtab.
3. Point to the Assets menu and choose Custom Field Definitions to display the Asset Custom Field Definitions page.
4. Click the edit button next to the custom field definition to display the Edit Asset Custom Field Definition page.
5. In the Name field, enter a name to be displayed for the asset custom field definition.
6. Select the Enabled option to enable the asset custom field definition for the asset system. An enabled asset custom field definition displays in asset reports, details pages, edit pages, and search pages.
7. Select the Required option to require that users complete the field.
8. If enabled, select a custom select list to associate with the custom field definition.
9. Click Save.

Systems Manager changes the asset custom field definition and returns you to the Asset Custom Field Definitions page.

Listing Managed Software Titles

You can list all of the software titles under management in your enterprise. After a software title is in the list of managed software titles, you can edit some of the properties of the software title.

Follow these steps to list managed software titles:

1. Click the Admin tab.
2. Click the Assets subtab.
3. Point to the Managed Software Titles menu and choose List Software Titles to display the Managed Software Titles page.
   Systems Manager displays the following information about the titles in the list:
   
   • How many instances of the software are installed in the enterprise
   • Title, version, and publisher of the listed software
4. Use the down arrow in the upper left corner to view the list by group.

Editing Managed Software Titles

Follow these steps to edit the definition of a managed software title:

1. Click the Admin tab.
2. Click the Assets subtab.
3. Point to the Managed Software Titles menu and choose List Software Titles to display the Managed Software Titles page.
4. Click the edit button next to the software title to display the Edit Managed Software Title page.
   
5. In the Software Title field, enter a new name for the software title.
6. In the Software Version field, enter a new version number for the software title.
7. Select, change, or remove the publisher for the software title.
   Note: This publisher is not set for the managed software title until you click the Save button on the Edit Managed Software Title page.
8. Set the number of licenses owned.
9. Complete any custom fields.
10. To add the software title to a group, select the group name in the All Software Groups column and click the arrow button .
    Note: Press and hold the CTRL key to select multiple groups.
11. To remove a software title from multiple groups, select the group name in the Members column and click the arrow button .
    Note: Press and hold the CTRL key to select multiple groups.
12. Click Save to return to the Managed Software Titles page.

Selecting or Changing a Publisher for Managed Software Titles

Follow these steps to select or change the publisher for a managed software title:

1. On the Edit Managed Software Title page, click the search button or the edit button in the Publisher field to display the Search for Publisher dialog box.
2. Enter the name or first portion of the name of the publisher to set for this managed software title and click the Search button.
   If you leave the search fields blank, Systems Manager returns all publishers.
3. Click the publisher name to add it to the edit page.
4. Click Save.

You can also remove the publisher from the managed software title.

Removing the Publisher from Managed Software Titles

Follow these steps to remove the publisher from a managed software title:

1. On the Edit Managed Software Title page, click the remove button in the Publisher field.
2. Click Save.

Creating Individual Software Titles to Manage

You can create your own software title item to manage.

Note: Until the asset scanner runs again, the total number of instances of this title will not be displayed on the Managed Software Titles page.

Follow these steps to create a managed software title:

1. Click the Admin tab.
2. Click the Assets subtab.
3. Point to the Managed Software Titles menu and choose Create Software Title to display the Create Managed Software Title page.
4. In the Software Title field, enter the title of the software title to manage.
5. In the Software Version field, enter the version number of the software title to manage.
6. Select, change, or remove the publisher for the software title.
   Note: This publisher is not set for the managed software title until you click the Create button on the Create Managed Software Title page.
7. In the Number of Licenses Owned field, enter the number of software licenses your enterprise owns for this title.
8. In the File Name field, enter the file name that corresponds to the software title.
9. In the File Size field, enter the size of the file.
10. In the Creation Date field, enter the date the files were created.
11. Complete any custom fields.
12. To add the software title to a group, select the group name in the All Software Groups column and click the arrow button .
    Note: Press and hold the CTRL key to select multiple groups.
13. To remove a software title from multiple groups, select the group name in the Members column and click the arrow button .
    Note: Press and hold the CTRL key to select multiple groups.
14. Click Create to create the software item and return to the Managed Software Titles page.

Deleting Software Titles

You can view a list of software titles that are no longer installed on any systems. From the Delete Unused Software Titles page, you can delete titles from this list.

Follow these steps to delete a software title:

1. Click the Admin tab.
2. Click the Assets subtab.
3. Point to the Managed Software Titles menu and choose Delete Software Titles to display the Assets: Delete Unused Software Titles page.
4. Optional: Use the drop-down list in the upper left corner to sort the titles by group.
5. Select the software titles you want to delete.
6. Click Delete to remove your selections and return to the Assets: Delete Unused Software Titles page.

Publishers

A publisher is the author of a managed software title. For example, Microsoft is the publisher for Outlook 2000. Systems Manager automatically attempts to create and track publishers for managed software titles that it finds. You can manually create, edit/merge, and delete publishers here, and Systems Manager administrators can set the publishers on managed software titles.

Creating a Publisher

Follow these steps to create a publisher:

1. Click the Admin tab.
2. Click the Assets subtab.
3. Point to the Managed Software Titles menu and choose Publishers to display the Software Publishers page.
4. Click the Create button to display the Create Publisher page.
5. In the Name field, enter the name for the publisher.
6. Optional: In the Web Address field, enter the web address for the publisher.
7. Click Create.

Systems Manager creates the publisher and returns you to the Software Publishers page.

Editing a Publisher

Follow these steps to edit a publisher:

1. Click the Admin tab.
2. Click the Assets subtab.
3. Point to the Managed Software Titles menu and choose Publishers to display the Software Publishers page.
4. Click the edit button next to the publisher to display the Edit Publisher page.
5. In the Name field, enter the name for the publisher.
6. Optional: In the Web Address field, enter the web address for the publisher.
7. In the Merge with field, you can select a publisher to merge with the current publisher. The result is that all managed software titles that had the publisher being merged now have the current publisher, and the merged publisher is deleted.

Note: This should be used if Systems Manager detects two publishers are actually the same. For example, Systems Manager may detect Microsoft, Inc. and Microsoft Corporation. In this case these two publishers may be merged into one.

Follow these steps to select the publisher with which to merge:

1. Click the edit button in the Merge with field to display the Search for Publisher By Name dialog box.
2. Enter the name or first portion of the name of the publisher to set for this managed software title and click the Search button to display the Search for Publisher By Name results page.
3. Click the select button next to the publisher.

Systems Manager selects the publisher to merge with and returns you to the Edit Publisher page.

You can change or remove the publisher to merge with by clicking on the change or remove button, respectively, in the Merge with field.

Follow these steps to change the publisher with which to merge:

1. Click the edit button to display the Search for Publisher by Name dialog box.
2. Enter the name or a portion of the name of the publisher and press the Search button to display the Search for Publisher By Name results page.
3. Click the select button next to the publisher.

Systems Manager selects the publisher and returns you to the Edit Publisher page.

Follow these steps to remove the publisher with which to merge:

1. Click the delete button to display a confirmation dialog box.
2. Click the OK button to remove the publisher and return to the Edit Publisher page.
8. Click the Save button.

Systems Manager changes (and merges) the publisher and returns you to the Software Publishers page.

Deleting a Publisher

Follow these steps to delete a publisher:

1. Click the Admin tab.
2. Click the Assets subtab.
3. Point to the Managed Software Titles menu and choose Publishers to display the Software Publishers page.
4. Click the delete button next to the publisher you want to delete.
5. Click OK in the confirmation dialog box.

Software Custom Field Definitions

Custom field definitions allow you to define up to five text fields and three date fields to be tracked on every software title. The three text fields allow 60 characters and the two long text fields allow 1024 characters. These fields can be named to track information that the asset service does not track by default - such as licensing information, purchase date, or authorization information. If you enable these fields on the Software Custom Field Definitions page, they display as options when creating custom reports.

From this section, you can edit software custom field definitions.

Editing a Software Custom Field Definition

Follow these steps to edit a software custom field definition:

1. Click the Admin tab.
2. Click the Assets subtab.
3. Point to the Managed Software Titles menu and choose Custom Field Definitions to display the Software Custom Field Definitions page.
4. Click the edit button next to the custom field definition to display the Edit Software Custom Field Definition page.
5. In the Name field, enter a name to be displayed for the software custom field definition.
6. Select the Enabled option to enable the software custom field definition. An enabled software custom field definition displays on edit pages and search pages.
7. Select the Required option to require that users complete the field.
8. Click Save.

Systems Manager changes the software custom field definition and returns you to the Software Custom Field Definitions page.

Listing Software Licenses

The List Software Licenses report displays all of the software titles in your environment.

Follow these steps to display the List Software Licenses report:

1. Click the Admin tab.
2. Click the Assets subtab.
3. Point to the Software Licensing menu and choose List Software Licenses to display the report.

You can view the following details for each software title:

• Number installed
• Number of licenses owned
• Title
• Version
• Publisher

Click the edit button to edit software license information.

You can view and edit the filters for the List Software Licenses report. For example, you can filter your titles based on category.

You can click any of the column headings to sort the information based on that heading. The arrow next to the heading indicates whether the sort order is ascending or descending. Click the column heading to reverse the sort order.

You can export data from the List Software Licenses report.

Importing Software Licenses

Systems Manager allows you to import software titles from a Comma Separated Value (CSV) file.

Video: Importing Software Licenses (5:16)

Follow these steps to import software titles from a CSV file:

1. Click the Admin tab.
2. Click the Assets subtab.
3. Point to the Software Licensing menu and choose Import Software Licenses to display the Select a Software License CSV File page.
4. In the CSV File field, use the Browse button to select the CSV file to import.
5. Click the Preview button to upload the file and display the Select Software License Importing Options page.
6. Select the Ignore header line (first line) of CSV file check box if the first line of the CSV file is a header instead of data (e.g. column titles).
7. Select the Remove single quotes from values check box if the comma-separated values are single quoted, which is true when you export directly from Systems Manager.
8. Set the CSV column mappings.
9. Click the Import button to prepare the software titles import from the CSV file. The processing page displays the status of your import.
10. Optional: Click Stop Import at any time prior to completion to view the results so far.
11. When Systems Manager completes the import, it displays the Software License Import Results page.
12. Click the View Software Licenses button to display the List Software Licenses report, which contains your newly-imported titles.

Editing Software Licenses

The Edit Software Licenses page allows you to modify the number of licenses you own for a particular software title. This page also allows you to set tracking for software licenses.

Follow these steps to edit a software catalog title:

1. Click the Admin tab.
2. Click the Assets subtab.
3. Point to the Software Licensing menu and choose List Software Licenses to display the List Software Licenses report.
4. Click the edit button next to the title you want to edit to display the Edit Software Licenses page.
5. Select the Track Software Licenses check box to include the title in the Software License Compliance report.
6. Enter the number of licenses you own.
   Note: You cannot enter a number here unless you select the Track Software Licenses check box.
7. Click Save.

Systems Manager returns you to the List Software Licenses report.

Setting Up the Help Desk Solution

You can configure the Help Desk solution from the Help Desk subtab on the Admin tab in Systems Manager. Specifically, you can define the following types of information used within the Help Desk solution:

• General
• Assignment Rules
• Categories
• Escalation Rules
• Explanations
• Priorities
• Resolutions
• Task Types
• Workgroups
• Custom Field Definitions
• Notification Preferences
• Approval Workflow Process Definitions

In addition, authorized users can delete Help Desk tickets and edit time worked.

General

To operate properly, the Help Desk solution requires default values for certain information. This section allows you to define those default values and to set other preferences that control how the Help Desk solution will operate within your organization.

1. Click the Admin tab.
2. Click the Help Desk subtab.
   The General page displays by default.
3. In the Default Assignee section, select the specialist or workgroup who will be the default assignee for the problem tickets submitted to the Help Desk through e-mail or the Customer Service Center (CSC).
4. The Default Category section allows you to select the default category for problem tickets submitted to the Help Desk through e-mail or the CSC. Select the level 1 category. If a selected category has subcategories, those categories display in the list at the next level. Categories become more specific as the level increases. To de-select a category in any list that contains categories, select Select a Category.
5. In the Default Priority section, select the default priority level for problem tickets and incidents. Systems Manager also uses this priority level for problem tickets submitted through e-mail.
6. In the Unidentified Problem Tickets Sent through E-Mail section, select a specialist or workgroup. If an unidentified end user submits a problem ticket to the Help Desk via e-mail, Systems Manage forwards the e-mail message to the selected specialist or workgroup.
7. In the Problem Ticket Settings section, select the check box to require the Time Worked field for problem tickets and work history entries.
8. In the Auto-Escalation Settings section, select the check box to prevent the clock from tracking ticket completion time and halt escalation rules and notifications.
9. In Email Command Interface to Help Desk section, select the check box to enable specialists to modify tickets via e-mail. Click here to learn more about the e-mail interface to Help Desk (EIHD).
10. The End User Survey Settings section allows you to send a survey via e-mail to collect end user satisfaction of ticket handling.
    Video: Configuring End-user Surveys (1:30)
    Follow these steps to complete the End User Survey Settings section:
    1. Select the Enable End User Survey check box to display the Send End User Survey check box on the Help Desk ticket page when a specialist closes a ticket. This option allows the specialist to decide whether to send the survey to the end user. Clear the check box to prevent Systems Manager from distributing the survey.
    2. Select the Automatically send mandatory End User Survey on ticket close check box to send the survey automatically whenever a specialist closes a ticket. This setting allows you to monitor how your staff is performing. Clear the check box to prevent Systems Manager from distributing the survey.
    3. Enter your own survey question or leave the field empty to display the default question, "Please rate us on how happy you were with the resolution of the following ticket."
       
11. Click the Save button to save your changes.

Assignment Rules

You can define assignment rules to automatically determine which specialists or workgroups will be assigned which types of Help Desk problem tickets. Based on the location of the end user with the problem and/or the category, you can ensure that problem tickets are assigned by default to the appropriate specialist or workgroup. 

Video: Assignment Rules (1:03)

Creating Assignment Rules

Follow these steps to create an assignment rule:

1. Click the Admin tab.
2. Click the Help Desk subtab.
3. Point to the Configuration menu and choose Assignment Rules to display the Assignment Rules page.
4. Click the Create button to display the Create Assignment Rule page.
5. In section 1, use the down arrow to select a location for the rule.
6. In section 2, use the down arrow to select a category for the rule.
7. In section 3, use the down arrow to select a specialist or workgroup to which problem tickets meeting this rule's criteria will be assigned.
8. In section 4, use the down arrow to select the priority order in which this rule will be used.

Note: We recommend that you use the Determined by System option to ensure that no conflicts occur when assignment rules are applied to problem tickets. If you specifically set the priority order of an assignment rule and the rule conflicts with another rule, you will be notified on the Assignment Rules page after you create the rule that it is invalid. To correct the error, click the Invalid link on the Assignment Rules page to display the Edit Assignment Rule page; change the priority order of the rule.

9. Click the Create button to create the rule and return to the Assignment Rules page.

Editing Assignment Rules

To edit an assignment rule:

1. Click the Admin tab.
2. Click the Help Desk subtab.
3. Point to the Configuration menu and choose Assignment Rules to display the Assignment Rules page.
4. Click the edit button next to the assignment rule to display the Edit Assignment Rules page.
5. In the Assign To field, use the down arrow to select a new specialist or workgroup to which problem tickets meeting this rule's criteria will be assigned.
6. In the Move Above field, use the down arrow to select a new priority order to apply to the rule.

Note: We recommend that you use the Determined by System option to ensure that no conflicts occur when assignment rules are applied to problem tickets. If you specifically set the priority order of an assignment rule and the rule conflicts with another rule, you will be notified on the Assignment Rules page after you create the rule that it is invalid. To correct the error, click the Invalid link on the Assignment Rules page to display the Edit Assignment Rule page; change the priority order of the rule.

7. Click the Save button to make the changes to the rule and return to the Assignment Rules page.

Note: You cannot edit the location or category for an existing assignment rule.

Deleting Assignment Rules

To delete an assignment rule:

1. Click the Admin tab.
2. Click the Help Desk subtab.
3. Point to the Configuration menu and choose Assignment Rules to display the Assignment Rules page.
4. Click the delete button next to the assignment rule you want to delete.
5. Click OK in the confirmation dialog box to delete the assignment rule and return to the Assignment Rules page.

Categories

Systems Manager provides a way for you to create, edit, and delete your own categories for the Help Desk solution. You can define as many categories as you need. The categories are used to classify the type of problem being experienced in incidents and problem tickets.

Video: Categories (1:04)

Creating Categories

Follow these steps to create a category:

1. Click the Admin tab.
2. Click the Help Desk subtab.
3. Point to the Configuration menu and choose Categories to display the Categories page.
4. Click the Create button to display the Create Category page.
5. In the Name field, enter a name for the new category.
6. If the new category is a subcategory of an existing category, select the Subcategory of option and use the down arrow to select the parent category.

Note: A category can have up to three sub-categories.

7. Click the Create button to create the new category and return to the Categories page.

Editing Categories

Follow these steps to edit a category:

1. Click the Admin tab.
2. Click the Help Desk subtab.
3. Point to the Configuration menu and choose Categories to display the Categories page.
4. Click the edit button next to the category to display the Edit Category page.
5. Click Save to save the changes to the category and return to the Categories page.

Deleting Categories

Follow these steps to delete a category:

1. Click the Admin tab.
2. Click the Help Desk subtab.
3. Point to the Configuration menu and choose Categories to display the Categories page.
4. Click the delete button next to the category you want to delete.
5. Click OK in the confirmation dialog box.

Note: If any incidents or problem tickets use the category you are deleting, Systems Manager prompts you to change the incidents and problem tickets associated with the category to a new category. You can choose to reassign incidents and problem tickets to a new category or cancel the operation entirely. If you choose to reassign incidents and tickets to a new category, Systems Manager deletes the category and returns you to the Categories page.

Escalation Rules

Systems Manager provides a way for you to create, edit, and delete your own escalation rules for the Help Desk solution. You can define an escalation rule for each problem priority. For each escalation rule, you can specify up to two levels of escalation. If the problem ticket is not closed in the allotted time for a given escalation level, Systems Manager notifies the recipient(s) designated for that level.

Video: Escalation Rules (2:29)

The following list identifies some of the effects of escalations on problem tickets:

• If a ticket's priority changes, Systems Manager applies escalations as specified in the following examples:
  If the escalation rule is set for 30 minutes and the ticket has been open for one day, nothing happens when the priority changes.
  If the escalation rule is set for 30 minutes and the ticket has been open for 15 minutes, Systems Manager escalates the ticket after 30 minutes.
• If a ticket's status changes from open or pending to resolved or closed, no escalations occur for that ticket.
• If a closed or resolved ticket is set to open or pending, Systems Manager escalates the ticket according to any applicable escalation rules.

Creating Escalation Rules

Follow these steps to create an escalation rule:

1. Click the Admin tab.
2. Click the Help Desk subtab.
3. Point to the Configuration menu and choose Escalation Rules to display the Escalation Rules page.
4. Click the Create button to display the Create Escalation Rule page.
5. From the Priority drop-down list, use the down arrow to select a priority level for this escalation rule.
6. From the Service Calendar drop-down list, use the down arrow to select a service calendar for this escalation rule.
7. Select the Elevate the ticket's priority after this escalation rule has been fully executed option to automatically elevate a ticket's priority after the escalation rule has been executed.
   Note: This feature is not available if you select Priority 1 for the rule.
8. In the 1st Escalation section, use the down arrow to select either Minutes, Hours, or Days and enter a number (integer) for the time it should take before the problem is escalated to the first level.
9. Select the Escalate to the manager of the person to whom the problem was assigned option.
   —OR—
   Select the Send an escalation e-mail notice to the following address option, and enter the e-mail address(es) that will receive the first escalation notice.
10. Select the Enable 2nd escalation option to create a second level escalation.
11. If you selected the option to create a second level escalation, you can enter information in the 2nd Escalation section.
12. Use the down arrow to select either Minutes, Hours, or Days and enter a number (integer) for the time it should take after the first escalation before the problem is escalated to the second level.
13. Select the Escalation to the next level manager option.
    —OR—
    Select the Send an escalation e-mail notice to the following address option, and enter the e-mail address(es) that will receive the second level escalation.
14. Click Create.

Systems Manager creates the escalation rule and returns you to the Escalation Rules page.

Note: The new rule will only be applied to problem tickets that are created or updated after the rule is created.

Systems Manager measures the time specified for ticket escalations according to the service hours defined for the service calendar that is associated with the escalation rule. For example, consider an escalation rule that specifies first-level escalation of priority 1 tickets occurs after four hours. If the service hours for the service calendar associated with the rule are 8:00 a.m. until 5:00 p.m., Monday through Friday, and a priority 1 ticket is opened at 4:00 p.m. on Friday, the first-level escalation occurs at 11:00 a.m. on Monday. If Monday is designated as a holiday, the first-level escalation occurs at 11:00 a.m. on Tuesday.

Editing Escalation Rules

Follow these steps to edit an escalation rule:

1. Click the Admin tab.
2. Click the Help Desk subtab.
3. Point to the Configuration menu and choose Escalation Rules to display the Escalation Rules page.
4. Click the edit button next to the escalation rule to display the Edit Escalation Rule page.
5. From the Service Calendar drop-down list, use the down arrow to select a service calendar for this escalation rule.
6. Select the Elevate the ticket's priority after this escalation rule has been fully executed option to automatically elevate a ticket's priority after the escalation rule has been executed.
   Note: This feature is not available if the rule applies to Priority 1 tickets.
7. In the 1st Escalation section, use the down arrow to select either Minutes, Hours, or Days and enter a number (integer) for the time it should take before the problem is escalated to the first level.
8. Select the Escalate to the manager of the person to whom the problem was assigned option.
   —OR—
   Select the Send an escalation e-mail notice to the following address option, and enter the e-mail address(es) that will receive the first escalation notice.
9. Select the Enable 2nd escalation option to create a second level escalation.
10. If you select the option to create a second level escalation, you can enter information in the 2nd Escalation section.
11. Use the down arrow to select either Minutes, Hours, or Days and enter a number (integer) for the time it should take after the first escalation before the problem is escalated to the second level.
12. Select the Escalation to the next level manager option.
    —OR—
    Select on the Send an escalation e-mail notice to the following address option, and enter the e-mail address(es) that will receive the second level escalation.
13. Click the Save button.

Systems Manager updates the escalation rule and returns you to the Escalation Rules page.

Note: The updated escalation rule will be applied to any problem tickets which have not passed the escalation time period.

Systems Manager measures the time specified for ticket escalations according to the service hours defined for the service calendar that is associated with the escalation rule. For example, consider an escalation rule that specifies first-level escalation of priority 1 tickets occurs after four hours. If the service hours for the service calendar associated with the rule are 8:00 a.m. until 5:00 p.m., Monday through Friday, and a priority 1 ticket is opened at 4:00 p.m. on Friday, the first-level escalation occurs at 11:00 a.m. on Monday. If Monday is designated as a holiday, the first-level escalation occurs at 11:00 a.m. on Tuesday.

Deleting Escalation Rules

Follow these steps to delete an escalation rule:

1. Click the Admin tab.
2. Click the Help Desk subtab.
3. Point to the Configuration menu and choose Escalation Rules to display the Escalation Rules page.
4. Click the delete button next to the escalation rule you want to delete.
5. Click the OK button in the confirmation dialog box to confirm deletion of the escalation rule.
6. Systems Manager deletes the escalation rule and returns you to the Escalation Rules page.

Note: If a ticket escalation has already been scheduled based on the deleted rule, the escalation will not occur. No additional escalations will be scheduled for the deleted rule.

Explanations

You can create, edit, and delete a list of brief problem explanations. This list appears in a drop-down menu in every problem ticket. The explanations can describe, for example, general problems that end users may encounter in your enterprise or explain why a ticket is still in the open state.

Video: Explanations (0:53)

Creating Explanations

Follow these steps to create an explanation:

1. Click the Admin tab.
2. Click the Help Desk subtab.
3. Point to the Configuration menu and choose Explanations to display the Explanations page.
4. Click the Create link to display the Create Explanation page.
5. In the Explanation field, enter a brief problem explanation.
6. Click the Create button to create the explanation and display the Explanations page.

Editing Explanations

Follow these steps to edit an explanation:

1. Click the Admin tab.
2. Click the Help Desk subtab.
3. Point to the Configuration menu and choose Explanations to display the Explanations page.
4. Click the edit button next to the explanation to display the Edit Explanation page.
5. In the Explanation field, change the explanation.
6. Click the Save button to change the explanation and return to the Explanations page.

Deleting Explanations

Follow these steps to delete an explanation:

1. Click the Admin tab.
2. Click the Help Desk subtab.
3. Point to the Configuration menu and choose Explanations to display the Explanations page.
4. Click the delete button next to the explanation you want to delete.
5. Click OK in the confirmation dialog box to delete the explanation and return to the Explanations page.

If there are problem tickets associated with the explanation you are deleting, Systems Manager directs you to a page that allows you to reassign the problem tickets using another explanation. To reassign problem tickets using another explanation, use the down arrow to select an explanation and click the OK button. Systems Manager deletes the explanation and returns you to the Explanations page.

Priorities

Systems Manager provides a way for you to establish your own priority levels for the Help Desk solution. You can define up to ten priority levels. Priorities are used to classify the importance of the problem being experienced in incidents and problem tickets.

Video: Priorities (1:10)

Follow these steps to define Help Desk priorities:

1. Click the Admin tab.
2. Click the Help Desk subtab.
3. Point to the Configuration menu and choose Priorities to display the Priorities page. Priorities display from highest to lowest priority level, with 1 being the highest priority level and 10 being the lowest.
4. You can enter a brief description for each priority level. This description displays wherever priorities are displayed.
5. After you enter the description(s), click the Save button.

Resolutions

You can create, edit, and delete a list of common problem resolutions. This list displays in a drop-down menu for every incident and problem ticket. The resolutions can describe general solutions to problems that end users may encounter in your organization.

Video: Resolutions (0:47)

Creating a Resolution

Follow these steps to create a resolution:

1. Click the Admin tab.
2. Click the Help Desk subtab.
3. Point to the Configuration menu and choose Resolutions to display the Resolutions page.
4. Click the Create button to display the Create Resolution page.
5. In the Resolution field, enter a brief problem resolution.
6. Click the Create button to create the resolution and return to the Resolutions page.

Editing a Resolution

Follow these steps to edit a resolution:

1. Click the Admin tab.
2. Click the Help Desk subtab.
3. Point to the Configuration menu and choose Resolutions to display the Resolutions page.
4. Click the edit button next to the resolution to display the Edit Resolution page.
5. In the Resolution field, enter a new problem resolution.
6. Click the Save button to edit the resolution and return to the Resolutions page.

Deleting a Resolution

Follow these steps to delete a resolution:

1. Click the Admin tab.
2. Click the Help Desk subtab.
3. Point to the Configuration menu and choose Resolutions to display the Resolutions page.
4. Click the delete button next to the resolution you want to delete.
5. Click OK in the confirmation dialog box to delete the resolution and return to the Resolutions page.

If there are incidents or problem tickets referencing the resolution you are deleting, Systems Manager directs you to a page that allows you to select a different resolution for those incidents and problem tickets. To replace the resolution on the incidents and problem tickets, use the down arrow to select a resolution and click the OK button. Systems Manager deletes the resolution and returns you to the Resolutions page.

Task Types

Task Types are used to classify tasks that are associated with problem tickets. When you create a task, you must choose a type.

Creating a Help Desk Task Type

Follow these steps to create a task type:

1. Click the Admin tab.
2. Click the Help Desk subtab.
3. Point to the Configuration menu and choose Task Types to display the Task Types page.
4. Click the Create button to display the Create Task Type page.
5. Enter a name for the task type.
6. Enter a description for the task type.
7. Click the Create button to add the new task type and return to the Task Types page.

Editing a Help Desk Task Type

Follow these steps to edit a task type:

1. Click the Admin tab.
2. Click the Help Desk subtab.
3. Point to the Configuration menu and choose Task Types to display the Task Types page.
4. Click the edit button next to the task type to display the Edit Task Type page.
5. Edit the name for the task type.
6. Edit the description for the task type.
7. Click the Save button to save your changes and return to the Task Types page.

Deleting a Help Desk Task Type

Follow these steps to delete a task type:

1. Click the Admin tab.
2. Click the Help Desk subtab.
3. Point to the Configuration menu and choose Task Types to display the Task Types page.
4. Click the delete button next to the task type you want to delete.
5. Click OK in the confirmation dialog box to delete the task type and return to the Task Types page.

Note: If the task type you are deleting is in use, Systems Manager directs you to a page that allows you to reassign tasks to another type.

Workgroups

Systems Manager provides a way for you to create, edit, and delete your own workgroups for the Help Desk solution. You can define as many workgroups as you need. After you create the workgroups, they display in the Assignee field on the Create Ticket page.

Creating Workgroups

Follow these steps to create a workgroup:

1. Click the Admin tab.
2. Click the Help Desk subtab.
3. Point to the Configuration menu and choose Workgroups to display the Workgroups page.
4. Click the Create button to display the Create Workgroup page.
5. In the Name field, enter a name for the workgroup.
6. In the Description field, enter a brief description of the purpose of this workgroup.
7. In the Specialists field, select the account name(s) to add to the workgroup.
   Note: To select multiple specialists, press the Ctrl key and select the specialists you want to add.
8. Click the arrow button to move the selected name(s) to the text box on the right.
   Note: To remove specialists from the workgroup, select the names in the right text box and click the arrow button .
9. Click the Create button to create the workgroup and return to the Workgroups page.

Editing Workgroups

Follow these steps to edit a workgroup:

1. Click the Admin tab.
2. Click the Help Desk subtab.
3. Point to the Configuration menu and choose Workgroups to display the Workgroups page.
4. Click the edit button next to the workgroup to display the Edit Workgroup page.
5. In the Name field, enter a new name for the workgroup.
6. In the Description field, enter a new description of the purpose of this workgroup.
7. In the Specialists field, select the account name(s) to add to the workgroup.
   Note: To select multiple specialists, press the Ctrl key and select the specialists you want to add.
8. Click the arrow button to move the selected name(s) to the text box on the right.
   Note: To remove specialists from the workgroup, select the names in the right text box and click the arrow button .
9. Click the Save button to make the changes to the workgroup and return to the Workgroups page.

Deleting Workgroups

Follow these steps to delete a workgroup:

1. Click the Admin tab.
2. Click the Help Desk subtab.
3. Point to the Configuration menu and choose Workgroups to display the Workgroups page.
4. Click the delete button next to the workgroup you want to delete.
5. Click the OK button in the confirmation dialog box.

If there are problem tickets or tasks assigned to the workgroup you are deleting, Systems Manager directs you to a page that allows you to reassign the problem tickets and tasks to another workgroup or specialist. To reassign problem tickets and tasks to another workgroup or specialist, use the down arrow to select an alternate assignee and click the OK button. Systems Manager deletes the workgroup and returns you to the Workgroups page.

Notification Preferences

The Notification Preferences pages allows you to set e-mail and pager notifications for the specialists in your organization.

Note: Individual specialists can modify these global rules on the Notifications tab of the General Preferences page to meet their desired notification frequency.

Follow these steps to set up the notification preferences for your organization:

1. Click the Admin tab.
2. Click the Help Desk subtab.
3. Point to the Configuration menu and choose Notification Preferences to display the Notification Preferences page.
4. In the Specialist Notification Rules section, select the e-mail and pager notification options that you want to set for your specialists.
   
5. Follow these steps to complete the End User Notification Rules for Problem Tickets section:
   
   1. You can establish when an end user will receive e-mail about the status of a Help Desk problem ticket. Select one of the following options:
      
      • Ticket Opened
      • Ticket Closed
      • Status Changed
      • Modified (Status Changed or Ticket Updated)
      • Never
      Note: If a ticket is reopened, end users receive e-mail notifications when the Modified option, the Status Changed option, or the Ticket Opened option is set.
   2. Enter the e-mail address of the person sending the notification e-mail regarding problem tickets.
   3. Enter the e-mail address for each person who needs to receive ticket closing notifications.
   4. Enter a custom message that you want included in all e-mails that end users receive about their problem tickets.
6. Follow these steps to complete the End User Notification Rules for Incidents section:
   
   1. Select the Notify the end user when an incident is closed check box to send e-mail to end users when incidents they have reported have been closed.
   2. Enter the e-mail address of the person sending the notification e-mail regarding incidents.
   3. Enter a custom message that you want included in all e-mails that end users receive about their incidents.
7. Click Save.

Searching for Categories

Follow these steps to complete the Search for Category dialog box:

1. From the Category (level 1) list, select the primary category.
2. If a selected category has subcategories, you can select those at subsequent levels. Categories become more specific as the level increases.
3. After you finish selecting categories, click Close to close the Search for Category dialog box and return to the Notifications tab.

Editing Categories

Follow these steps to change a category:

1. Click the edit button to display the Search for Category dialog box.
2. Follow the steps in Searching for Categories.

Deleting Categories

To remove a category, click the delete button next to the category you want to remove.  

Help Desk Custom Field Definitions

Custom field definitions allow you to define up to five text fields and three date fields to be tracked on every ticket. The three text fields allow 60 characters and the two long text fields allow 1024 characters. All of these custom fields can be named to track information that Help Desk does not track by default - such as a due date. When a custom field definition is enabled, it displays on the ticket view, the Create Ticket page, and on search pages. You can also filter on these custom fields when creating custom reports. From this section, you can edit ticket custom field definitions.

Editing Ticket Custom Field Definitions

Follow these steps to edit a ticket custom field definition:

1. Click the Admin tab.
2. Click the Help Desk subtab.
3. Point to the Configuration menu and choose Custom Field Definitions to display the Ticket Custom Field Definitions page.
4. Click the edit button next to the custom field definition to display the Edit Ticket Custom Field Definition page.
5. In the Name field, enter a name to display for the ticket custom field definition.
6. Select the Enabled option to enable the ticket custom field definition. An enabled ticket custom field displays in the ticket view, in the Create Ticket page, on search pages, and as a custom report filter condition.
   Note: Any custom field definition that you enable also displays as an option on the Customer Service Center (CSC) page.
7. Select the Required option to require that users complete the field.
   Note: Any custom field definition that you require here and enable in CSC is also required by CSC users.
8. Click the Save button.

Systems Manager changes the ticket custom field definition and returns you to the Ticket Custom Field Definitions page.

Approval Workflow Process

The Approval Workflow Process menu allows you to configure definitions and instances for your approval workflow process.

Definitions

Definitions allow you to define ticket approval workflow processes. You can track multiple states for a process and you can choose to notify a specialist or workgroup of state changes. Systems Manager applies relevant definitions when a ticket is created or updated. The ticket approval workflow process ends when all states of the process are finished or if it is determined that the process no longer applies.

Creating Definitions

Follow these steps to create a ticket approval process definition:

1. Click the Admin tab.
2. Click the Help Desk subtab.
3. Point to the Approval Workflow Process menu and choose Definitions to display the Approval Process Definitions page.
4. Click the Create button to display the Approval Process Definition page.
5. Enter a unique name for the new definition.
6. Optional: Select the Notify on State Change option and select a specialist or workgroup from the Send Notification to drop-down list.
   Note: This notification allows a specialist or a workgroup to monitor instances of the ticket approval workflow process, but it does not involve any action from that specialist or workgroup.
7. From the End User Locations list, select one or more locations for the definition. The approval process applies to tickets that are created or updated with an end user whose location matches any of the locations associated with the process definition.
   Note: You must assign at least one category or at least one location.
8. To apply the definition to a ticket when both the location and category match, select AND from the Combine location and category for application of process definition as drop-down list.
   —OR—
   To apply the definition to a ticket when either the location or the category match, select OR from the Combine location and category for application of process definition as drop-down list.
9. From the Category (level 1) drop-down list, select a category for the definition and click the Add button.
   —OR—
   If you want to add a category and all of its subcategories, select the category for the definition and click the Add With Sub-Categories button. The approval process applies to tickets that are created or updated with a category that matches any of the categories associated with the process definition.
   Note: You must assign at least one category or at least one location.
10. If a selected category has subcategories, select a category for each subsequent subcategory.
11. In the Name field, enter a name for State 1 of the definition.
12. In the Recipients field, enter the e-mail address of at least one person who must approve the ticket when it reaches State 1.
    Note: To enter multiple e-mail addresses, separate each e-mail address with a comma.
13. In the Message field, enter the text (up to 2,000 characters) to include with the e-mail notification. This message, along with a link to view the ticket, goes to all of the e-mail addresses listed in the Recipients field.
14. Select the Require All Approvals option to allow the process to advance to the next step only when all approvals are met. Clear the option to allow the process to advance to the next step with any approvals.
15. Optional: Click the Add State button to define more states for your definition.
    Note: Each definition can have up to five states.
16. Click the Save button to create the definition and display the Approval Process Definitions page.

Editing Definitions

Follow these steps to edit a ticket approval process definition:

1. Click the Admin tab.
2. Click the Help Desk subtab.
3. Point to the Approval Workflow Process menu and choose Definitions to display the Approval Process Definitions page.
4. Click the edit button next to the definition to display the Approval Process Definition page.
5. In the Name field, enter a new name for the definition.
   Note: The name must be unique.
6. Optional: Select the Notify on State Change option and select a specialist or workgroup from the Send Notification to drop-down list.
   Note: This notification allows a specialist or a workgroup to monitor instances of the ticket approval workflow process, but it does not involve any action from that specialist or workgroup.
7. From the End User Locations list, select one or more locations for the definition. The approval process applies to tickets that are created or updated with an end user whose location matches any of the locations associated with the process definition.
   Note: You must assign at least one category or at least one end user location.
8. To apply the definition to a ticket when both the location and category match, select AND from the Combine location and category for application of process definition as drop-down list.
   —OR—
   To apply the definition to a ticket when either the location or the category match, select OR from the Combine location and category for application of process definition as drop-down list.
9. From the Category (level 1) drop-down list, select a category for the definition and click the Add button.
   —OR—
   If you want to add a category and all of its subcategories, select the category for the definition and click the Add With Sub-Categories button. The approval process applies to tickets that are created or updated with a category that matches any of the categories associated with the process definition.
   Note: You must assign at least one category or at least one end user location.
10. If a selected category has subcategories, select a category for each subsequent subcategory.
11. In the Name field, enter a new name for State 1 of the definition.
12. In the Recipients field, enter the e-mail address of at least one person who must approve the ticket when it reaches State 1.
    Note: To enter additional e-mail addresses, separate each e-mail address with a comma.
13. In the Message field, enter the new text (up to 2,000 characters) to include with the e-mail notification. This message, along with a link to view the ticket, goes to all of the e-mail addresses listed in the Recipients field.
14. Select the Require All Approvals option to allow the process to advance to the next step only when all approvals are met. Clear the option to allow the process to advance to the next step with any approvals.
15. Optional: Click the Add State button to define more states for your definition.
    Note: Each definition can have up to five states.
16. Click the Save button to update the definition and display the Approval Process Definitions page.

Note: If you change a definition, any tickets that are already engaged in an instance of that approval process retain the version of the definition that was in effect at the time the approval process started.

Deleting Definitions

Follow these steps to delete a ticket approval process definition:

1. Click the Admin tab.
2. Click the Help Desk subtab.
3. Point to the Approval Workflow Process menu and choose Definitions to display the Approval Process Definitions page.
4. Click the delete button next to the definition you want to delete.
5. Click OK in the confirmation dialog box to delete the definition.

Instances

Instances allow you to track the ticket approval process for a specific ticket.

Note: If a definition changes, the instance keeps the original definition.

Viewing Instances

Follow these steps to view an approval process instance:

1. Click the Admin tab.
2. Click the Help Desk subtab.
3. Point to the Approval Workflow Process menu and choose Instances to display the Search Process Instances page.
4. Enter a ticket number and click Get Process Instances to display the Process Instance Search Results page.
5. Click the name of the instance to view the Approval Process Instance page, which displays details about the instance.
6. Click the Ticket Number link to view the ticket.
7. Click the definition link to view the definition.

Changing the State of Instances

Follow these steps to change the state of an approval process instance:

1. Click the Admin tab.
2. Click the Help Desk subtab.
3. Point to the Approval Workflow Process menu and choose Instances to display the Search Process Instances page.
4. Enter a ticket number and click Get Process Instances to display the Process Instance Search Results page.
5. Click the name of the instance to view the Approval Process Instance page.
6. From the Move from current state drop-down list, select a different state.
7. Enter a description for the change.
8. Click Save.

Systems Manager records the state change on the ticket Change History subtab.

Managing Terminated Process Instances

Under certain conditions, ticket approval workflow process instances will be terminated automatically. If a process instance is terminated, the Process Instance Search Results page indicates that the instance is either "Terminated (No Restart)" or "Terminated (Allow Restart)":

• "Terminated (Allow Restart)" instances are those terminated when someone closes the ticket or rejects an approval request.
• "Terminated (No Restart)" instances are those terminated when ticket category or end user information is changed so that the approval process no longer applies.

This information also displays on the Approvals tab of the ticket view.

To restart a "Terminated (Allow Restart)" process, reopen the ticket. The instance restarts the process at the step it was in when it was terminated. Systems Manager sends notifications to those users specified in the process, and they are required to approve that step again.

You cannot restart processes that are marked "Terminated (No Restart)". Instances in this state remain in the system for you to view, but you cannot modify the instance or restart it.

Delete Tickets

Follow these steps to delete Help Desk tickets:

1. Click the Admin tab.
2. Click the Help Desk subtab.
3. Point to the Problem Management menu and choose Delete Tickets to display the delete tickets page.
4. Enter one or more ticket numbers in the Ticket Number(s) field. Separate multiple ticket numbers with commas.
5. Click the Delete Tickets button to delete the ticket(s).

Systems Manager returns you to the delete tickets page, which displays a summary of the results.

Edit Time Worked

Follow these steps to edit time worked:

1. Click the Admin tab.
2. Click the Help Desk subtab.
3. Point to the Problem Management menu and choose Edit Time Worked to display the time worked page.
4. Enter a ticket number and click Retrieve Time Worked to display the time worked page for the specific ticket.
5. Enter the number of days, and/or hours, and/or minutes worked on the ticket.
   Note: You must enter a positive integer in at least one of the fields.
6. Click Save.

Knowledge Base

The Knowledge Base provides a way to store and retrieve knowledge about your information systems. The Knowledge Base is integrated with the Help Desk, providing a mechanism for you to search for and associate an article as the solution to a problem ticket. Among other attributes, each knowledge base article is assigned an article type to make it easier to locate. You can create standard article types for your organization; examples include "How To" or "FAQ" types. After you create your article types, you can create knowledge base articles and associate them with those types. You can also import and export articles.

Article Types

You can create, edit, and delete knowledge base article types for use in Systems Manager.

Creating an Article Type

Follow these steps to create an article type:

1. Click the Admin tab.
2. Click the Knowledge Base subtab.
   The Article Types page displays by default.
3. Click the Create button to display the Create Article Type page.
4. In the Name field, enter a name for the new article type.
5. In the Default Subject field, enter the default subject that should appear with new articles of this type.
6. In the Default Description field, enter the default description that should appear with new articles of this type.
7. Click the Save button.

Systems Manager adds the new article type and returns to the Article Types page.

Editing an Article Type

Follow these steps to change an existing article type:

1. Click the Admin tab.
2. Click the Knowledge Base subtab.
   The Article Types page displays by default.
3. Click the edit button next to the article type to display the Edit Article Type page.
4. In the Name field, enter the new name for the article type.
5. In the Default Subject field, enter the new default subject that should appear with new articles of this type.
6. In the Default Description field, enter the new default description that should appear with new articles of this type.
7. Click the Save button.

Systems Manager updates the article type and returns to the Article Types page.

Deleting an Article Type

Follow these steps to delete an article type:

1. Click the Admin tab.
2. Click the Knowledge Base subtab.
   The Article Types page displays by default.
3. Click the delete button next to the article type you want to delete.
4. Click OK in the confirmation dialog box.

Systems Manager deletes the article type and returns to the Article Types page.

Articles

Systems Manager provides a way for you to create, edit, and search for knowledge base articles.

Creating an Article

Follow these steps to create an article:

1. Click the Admin tab.
2. Click the Knowledge Base subtab.
3. Point to the Knowledge Base menu and choose Articles to display the Search Articles page.
4. Click the Create button to display the Create Article page.
5. In the Article Type field, use the down arrow to select the type of the new article. The article type's default description will be copied into the description field.

   Note: If the description field has been modified, you will be asked whether the current description should be replaced by the default description for the selected article type. Click OK to replace the article's description with the default description of the article type, or click Cancel to use the current article description.

6. The Category fields allow you to select a category for the article. Use the down arrow to select the level 1 category. If a selected category has subcategories, they display in the list at the next level. Categories become more specific as the level increases. To de-select a category in any list that contains categories, select Select a Category.
7. Select the Activate this article option to activate the new article.
8. In the Subject field, enter the subject for the new article.
9. In the Keywords field, enter the keywords that identify the new article.
   Note: When specifying keywords, use a single space as the delimiter between each word.
10. In the Description field, enter the description content for the new article.
    Note: You can use HTML markup in the description of your knowledge base article to enhance the presentation of your content. Avoid the use of document-level tags, including <html>, <head>, <title>, and <body>. Your content will be rendered within a page where these tags are already present and duplicate tags will be removed.
11. Click the Save button to add the new article.
    —OR—
    Click the Preview button to view the article as it will be seen in Systems Manager.

Systems Manager adds the new article and returns you to the Search Articles page.

Editing an Article

Follow these steps to change an existing article:

1. Click the Admin tab.
2. Click the Knowledge Base subtab.
3. Point to the Knowledge Base menu and choose Articles to display the Search Articles page.
4. Search for the article you want to edit.
5. Click the edit button next to the article to display the Edit Article page.
6. In the Article Type field, use the down arrow to select the type of the article. The article type's default description will be copied into the description field.
   

   Note: If the description field has been modified, you will be asked whether the current description should be replaced by the default description for the selected article type. Click OK to replace the article's description with the default description of the article type, or click Cancel to use the current article description.

7. The Category fields allow you to select a category for the article. Use the down arrow to select the level 1 category. If a selected category has subcategories, they display in the list at the next level. Categories become more specific as the level increases. To de-select a category in any list that contains categories, select Select a Category.
8. Select the Activate this article option to activate the article.
9. In the Subject field, enter the new subject for the article.
10. In the Keywords field, enter the keywords that identify the article.
    Note: When specifying keywords, use a single space as the delimiter between each word.
11. In the Description field, enter the new description content for the article.
    Note: You can use HTML markup in the description of your knowledge base article to enhance the presentation of your content. Avoid the use of document-level tags, including <html>, <head>, <title>, and <body>. Your content will be rendered within a page where these tags are already present and duplicate tags will be removed.
12. Click the Save button to update the article.
    —OR—
    Click the Preview button to view the article as it will be seen in Systems Manager.

Systems Manager updates the article and returns you to the Search Articles page.

Searching for an Article

Follow these steps to locate an article for editing:

1. Click the Admin tab.
2. Click the Knowledge Base subtab.
3. Point to the Knowledge Base menu and choose Articles to display the Search Articles page.
4. In the Article Number field, enter the article number for the search.
5. In the Keyword(s) field, enter keywords that are contained in the knowledge base article.
6. In the Article Type field, use the down arrow to select an article type for the search.
7. The Category fields allow you to select a category for the search. Use the down arrow to select the level 1 category. If a selected category has subcategories, they display in the list at the next level. Categories become more specific as the level increases. To de-select a category in any list that contains categories, select Select a Category.
8. Select whether you want to see active or inactive articles.
9. Click the Search button to initiate the search.

Systems Manager searches the knowledge base for articles matching the criteria specified and displays a list of results.

Importing & Exporting Articles

You can import and export knowledge base articles via XML files.

Importing Articles

You can import knowledge base articles via XML files from your local hard drive to Systems Manager.

Follow these steps to import a knowledge base article:

1. Click the Admin tab.
2. Click the Knowledge Base subtab.
3. Point to the Knowledge Base menu and choose Import Articles to display the Select an Article XML File page.
4. In the XML File field, use the Browse button to select the XML file to import.
5. Click the Import Options button to upload the file and display the Select Article Import Options page.
6. Select the Keep article numbers check box to maintain every article's number.
7. Select the Maintain article statuses check box to keep every article's active or inactive status.
8. Select the Reconcile existing articles check box to update existing articles with the same article number.
9. Select the Create Article types check box to create any article type that does not exist on your local hard drive.
10. From the Default Article Type drop-down list, select the article type to assign to the article if one is not specified.
11. Select the Create Categories check box to create Help Desk categories on your local hard drive.
12. From the Default Category drop-down list, select a category to assign to the article if one is not specified.
13. Click the Import button to import from the XML file and go to the Article Import Results page.
14. Review the status of the current article import:
    • Initializing Import specifies that the import process is initializing and will begin shortly.
    • Reading XML Data specifies that the article import file is being read.
    • Import In Progress specifies that the article is being saved on your local hard drive.
15. Optional: Click Stop Import at any time prior to completion to view the results so far.
16. Click the View Articles button to see your articles on the Articles page.
    —OR—
    Click the Import Articles button to repeat this process.

Exporting Articles

You can export knowledge base articles via XML files from Systems Manager to your local hard drive.

Follow these steps to export a knowledge base article:

1. Click the Admin tab.
2. Click the Knowledge Base subtab.
3. Point to the Knowledge Base menu and choose Export Articles to display the Article Export Form page.
4. Select All, Active, or Inactive articles to export.
5. Select the Article Status check box to maintain every article's active or inactive status.
6. Select the Article Numbers check box to export the article numbers.
7. From the Article Type drop-down list, select the type of article you want to export.
8. Click Export.

The Systems Manager MicroAgent

The Systems Manager MicroAgent is a secure, lightweight server and a module manager. The MicroAgent can be quickly deployed in your enterprise. After the MicroAgent is activated on an Internet connected desktop system (usually a PC or Macintosh workstation), it helps perform systems management tasks. These management tasks are made possible by a connection with the Network Operations Center, which provides management modules that perform systems management tasks in the enterprise.

You can perform the following operations on the MicroAgents subtab:

• Download MicroAgents
• Delete MicroAgents
• Enable impersonation for remote management authentication 

Note: The MicroAgent runs as a service on Microsoft Windows NT, 2000, XP, 2003, and Vista. To install a service on Windows NT, user accounts on Windows NT must have the right to install services. Otherwise, the operating system will not permit MicroAgent installation.

Often, not every user account automatically has installation rights. Many companies let only domain administrators have those rights (on every system in the NT domain). Many companies have both domain users with rights on all systems and users with rights only on their own system. Check with your administrator before you try to install the MicroAgent.

Downloading the MicroAgent

Follow these steps to download the MicroAgent:

1. Click the Admin tab.
2. Click the MicroAgent subtab.
   The Deployment page displays by default.
   Note: If you have multiple gateways within your enterprise, the Deployment page displays a list of links to MicroAgents that correspond to those gateways.
3. Click the DelegateInstall.EXE link, an MAInstall.ZIP link, or an MAInstall.EXE link.
   Note: Choose the DelegateInstall.EXE for your first installation; this executable installs a MicroAgent and sets it as your delegate. Use the ZIP or EXE option to install MicroAgents on additional machines in your environment. Refer to the table on the Deployment page for more details about each option.

Note: You can also install the MicroAgent using the command line interface (CLI).

Installing the MicroAgent Using the DelegateInstall.EXE File

Follow these steps to install the MicroAgent using the DelegateInstall.EXE file:

1. On the Deployment page of the MicroAgent subtab, click the DelegateInstall.EXE file link to download and run the Systems Manager Installation Wizard.
2. Refer to the online help in the wizard for details.

Installing the MicroAgent Using the MAInstall.ZIP File

Follow these steps to install the MicroAgent using a ZIP file:

1. On the Deployment page of the MicroAgent subtab, click an MAInstall.ZIP file link to download and extract the files.
2. Run the executable to display the Systems Manager MicroAgent Installer dialog box.
3. Select the Check and add firewall exceptions for the MicroAgent check box to open the necessary ports (463, 963, and 5901) for the MicroAgent.
   
4. Select the Run connectivity tests check box to confirm that your environment can connect to the Systems Manager Network Operations Center (NOC) .
5. Click Install.
6. Click Finish.

Installing the MicroAgent Using the MAInstall.EXE File

Follow these steps to install the MicroAgent using an executable file:

1. On the Deployment page of the MicroAgent subtab, click an MAInstall.EXE link to download the installer.
2. Run the executable to display the Systems Manager MicroAgent Installer dialog box.
3. Select the Check and add firewall exceptions for the MicroAgent check box to open the necessary ports (463, 963, and 5901) for the MicroAgent.
   
4. Select the Run connectivity tests check box to confirm that your environment can connect to the Systems Manager Network Operations Center (NOC).
5. Click Install.
6. Click Finish.

Installing the MicroAgent Using the Command Line Interface (CLI)

You can install the MicroAgent via the command line interface (CLI) by including it in a login script, for example.

You can install the MicroAgent using the following CLI options for mainstall.exe or mainstaller.exe:

• -silent: no end user interaction
• -nofwtest: disable firewall test
• -runconntests: run connectivity tests

Note: By default, the firewall test runs but the connectivity test does not.

Deleting MicroAgent Records & Asset Records

The MicroAgents page allows you to delete MicroAgent records and asset records from Systems Manager. After you delete these records, system information no longer display in Systems Manager. This operation is destructive and cannot be reversed, so exercise caution with which MicroAgent records you delete.

Note: This method removes the MicroAgent record and the asset record from the database; it does not uninstall the MicroAgent from the end user's system. If you delete the records using this method but the MicroAgent is "alive" and has Internet connectivity, then Systems Manager recreates the machine in the database the next time it runs hardware and software scans; therefore, you must uninstall the MicroAgent before you delete the records.

Follow these steps to delete MicroAgent records and asset records:

1. Click the Admin tab.
2. Click the MicroAgent subtab.
3. Point to the MicroAgent menu and choose Delete to display the MicroAgents page.
4. Select the system name(s) whose system information you want to delete.
5. Click the Delete button.
   Note: If any of the selected MicroAgents have contacted Systems Manager in the past two days, a warning message displays. Make sure that all systems you select to delete no longer have MicroAgents installed. To continue with record deletion, click the Continue button.
6. Click OK in the confirmation dialog box.

You can also complete the following tasks on the MicroAgents page:

• View and edit filters.
• Sort report data.
• Export report data.

You can learn more about deleting MicroAgent records and asset records in the Uninstalling MicroAgents & Deleting Records topic.

Account Impersonation

Impersonation is a security measure that you can use to prevent unauthorized access to systems under management within Systems Manager. Impersonation works by running modules on the system as a domain user account. This means that before specialists begin remote management sessions, they must enter an NT domain, a user name, and a password that is used by the MicroAgent to authenticate modules.

Using impersonation, specialists must have an account within the NT domain in which they will be working. Systems Manager will then automatically apply their access rights. If impersonation is activated, each specialist will be presented with a login screen requesting an NT domain name, a user name, and a password prior to beginning the session.

Specialists can enter any valid or invalid information in the authentication fields; however, the system will not indicate failures until the specialist attempts to access a particular management module. If the information is incorrect, the specialist can use the Logout link on the Remotely Managing SystemName page of the Remote Tools section to re-enter it.

Note: Impersonation is not implemented for the Remote Control. Nor is it implemented on the Windows 95 and Windows 98 operating systems for any of the Systems Manager features. For those features and operating systems, specialists can enter any set of characters in the authentication fields of Remotely Managing SystemName page, and gain access to the specified systems or features. For auditing purposes, we recommend that you require specialists to enter only valid user names, passwords, and NT domain names.

Using the impersonation page, you can either activate or deactivate impersonation. You can also add or delete NT domains to the Authentication page of the Remotely Managing SystemName page.

Note: We recommend that you activate this option throughout your enterprise, unless a primary domain controller (PDC) is not available for all systems in your network.

Activating Impersonation

Follow these steps to activate impersonation:

1. Click the Admin tab.
2. Click the MicroAgent subtab.
3. Point to the MicroAgent menu and choose Impersonation to display the Remote Impersonation Activate/Deactivate page.
4. Press the Activate button.

Note: Changes to impersonation do not affect Remote Tools sessions that are currently running. To ensure that the changes take effect, close the current Remote Tools sessions and re-open them.

Deactivating Impersonation

Follow these steps to deactivate impersonation:

1. Click the Admin tab.
2. Click the MicroAgent subtab.
3. Point to the MicroAgent menu and choose Impersonation to display the Remote Impersonation Activate/Deactivate page.
4. Press the Deactivate button.

Adding an NT Domain

Follow these steps to add an NT domain to the Authentication page of the Remotely Managing SystemName page:

1. Click the Admin tab.
2. Click the MicroAgent subtab.
3. Point to the MicroAgent menu and choose Impersonation to display the Remote Impersonation Activate/Deactivate page.
4. Click the Add Domain button to display Add Domain page.
5. Enter the name of the NT domain in the text field.
6. Optional: Set the domain as the new default.
7. Click Create to create the domain and return to the Remote Impersonation Activate/Deactivate page.

Deleting an NT Domain

Follow these steps to delete an NT domain:

1. Click the Admin tab.
2. Click the MicroAgent subtab.
3. Point to the MicroAgent menu and choose Impersonation to display the Remote Impersonation Activate/Deactivate page.
4. Click the delete button next to the NT domain you want to delete.
5. Click OK in the confirmation dialog box.

Managing Patch Notifications

The Patch subtab allows you to create and manage your notification items.

Video: Patch Notifications/Alerts (2:42)

Creating Notification Items

The Create Notification Item section allows you to create the following types of notifications:

• Update notification: alerts specialists when a new patch definition is added or an existing one is updated
• Endpoint notification: alerts specialists when a specific endpoint's security status crosses a specified threshold
• Namespace notification: alerts specialists when an endpoint's security status within a specified Namespace crosses a specified threshold
• Severity notification: alerts specialists when any endpoint's security status crosses a specified threshold

Creating an Update Notification Item

Follow these steps to configure an update notification item:

1. Click the Admin tab.
2. Click the Patch subtab.
3. Click the Update button to display the Security Notifications page.
4. Select a condition.
5. Select the Send e-mail notification option and select the name of the specialist to notify by e-mail, pager, or both.
6. Optional: Select the Notify on Clear option to send a notification after the alert has been cleared.
7. Select the Open Problem Ticket option to open a Help Desk problem ticket if the alert drops below the specified threshold.
1. From the Assigned to drop-down list, select the name of the specialist or queue to which the ticket is assigned.
2. From the Category drop-down list, select the Help Desk category to which the problem ticket belongs.
3. From the Priority drop-down list, select the Help Desk priority of the problem ticket.
4. Optional: Select the Close on Clear option to close the problem ticket when the alert is changed to the Clear state.
5. Optional: Select the Reopen ticket option to use the same problem ticket number if the alert is triggered again.
   Note: If you choose to reopen the problem ticket, it will be the only one created for the specified resource until the problem ticket is closed. If you choose not to reopen the problem ticket after the ticket is closed, a new problem ticket will be created if another alert status change meets the specified criteria. Also, because different specialists can set up similar notification parameters for endpoints, namespaces, and alert severity to open a problem ticket when an alert is generated for an endpoint; if more than one of those conditions are met, all specialists or queues who have set up notifications for the conditions will be notified but only one problem ticket will be created.
8. Click the Save button to add the notification and return to the notifications page.

Creating an Endpoint Notification Item

Follow these steps to configure an endpoint notification item:

1. Click the Admin tab.
2. Click the Patch subtab.
3. Click the Endpoint button to display the Security Notification page.
4. Select a condition.
5. From the Severity drop-down list, select the alert level at which to be notified.
6. Select the Send e-mail notification option and select the name of the specialist to notify by e-mail, pager, or both.
7. Optional: Select the Notify on Clear option to send a notification after the alert has been cleared.
8. Optional: Select the Notify below Threshold option to send a notification if the alert drops below the specified threshold.
9. Select the Open Problem Ticket option to open a Help Desk problem ticket if the alert rises above the specified threshold.
1. From the Assigned to drop-down list, select the name of the specialist or queue to which the ticket is assigned.
2. From the Category drop-down list, select the Help Desk category to which the problem ticket belongs.
3. From the Priority drop-down list, select the Help Desk priority of the problem ticket.
4. Optional: Select the Close on Clear option to close the problem ticket when the alert is changed to the Clear state.
5. Optional: Select the Close below Threshold option to close the problem ticket if the alert drops below the specified threshold.
6. Optional: Select the Reopen ticket option to use the same problem ticket number if the alert is triggered again.
   Note: If you choose to reopen the problem ticket, it will be the only one created for the specified resource until the problem ticket is closed. If you choose not to reopen the problem ticket after the ticket is closed, a new problem ticket will be created if another alert status change meets the specified criteria. Also, because different specialists can set up similar notification parameters for endpoints, namespaces, and alert severity to open a problem ticket when an alert is generated for an endpoint; if more than one of those conditions are met, all specialists or queues who have set up notifications for the conditions will be notified but only one problem ticket will be created.
10. Click the Save button to add the notification and return to the notifications page.

Creating a Namespace Notification Item

Follow these steps to configure a namespace notification item:

1. Click the Admin tab.
2. Click the Patch subtab.
3. Click the Namespace button to display the Security Notification page.
4. Select a condition.
5. From the Severity drop-down list, select the alert level at which to be notified.
6. Select the Send e-mail notification option and select the name of the specialist to notify by e-mail, pager, or both.
7. Optional: Select the Notify on Clear option to send a notification after the alert has been cleared.
8. Optional: Select the Notify below Threshold option to send a notification if the alert drops below the specified threshold.
9. Select the Open Problem Ticket option to open a Help Desk problem ticket if the alert rises above the specified threshold.
1. From the Assigned to drop-down list, select the name of the specialist or queue to which the ticket is assigned.
2. From the Category drop-down list, select the Help Desk category to which the problem ticket belongs.
3. From the Priority drop-down list, select the Help Desk priority of the problem ticket.
4. Optional: Select the Close on Clear option to close the problem ticket when the alert is changed to the Clear state.
5. Optional: Select the Close below Threshold option to close the problem ticket if the alert drops below the specified threshold.
6. Optional: Select the Reopen ticket option to use the same problem ticket number if the alert is triggered again.
   Note: If you choose to reopen the problem ticket, it will be the only one created for the specified resource until the problem ticket is closed. If you choose not to reopen the problem ticket after the ticket is closed, a new problem ticket will be created if another alert status change meets the specified criteria. Also, because different specialists can set up similar notification parameters for endpoints, namespaces, and alert severity to open a problem ticket when an alert is generated for an endpoint; if more than one of those conditions are met, all specialists or queues who have set up notifications for the conditions will be notified but only one problem ticket will be created.
10. Click the Save button to add the notification and return to the notifications page.

Creating a Severity Notification Item

Follow these steps to configure a severity notification item:

1. Click the Admin tab.
2. Click the Patch subtab.
3. Click the Severity button to display the Security Notification page.
4. From the Severity drop-down list, select the alert level at which to be notified.
5. Select the Send e-mail notification option and select the name of the specialist to notify by e-mail, pager, or both.
6. Optional: Select the Notify on Clear option to send a notification after the alert has been cleared.
7. Optional: Select the Notify below Threshold option to send a notification if the alert drops below the specified threshold.
8. Select the Open Problem Ticket option to open a Help Desk problem ticket if the alert rises above the specified threshold.
1. From the Assigned to drop-down list, select the name of the specialist or queue to which the ticket is assigned.
2. From the Category drop-down list, select the Help Desk category to which the problem ticket belongs.
3. From the Priority drop-down list, select the Help Desk priority of the problem ticket.
4. Optional: Select the Close on Clear option to close the problem ticket when the alert is changed to the Clear state.
5. Optional: Select the Close below Threshold option to close the problem ticket if the alert drops below the specified threshold.
6. Optional: Select the Reopen ticket option to use the same problem ticket number if the alert is triggered again.
   Note: If you choose to reopen the problem ticket, it will be the only one created for the specified resource until the problem ticket is closed. If you choose not to reopen the problem ticket after the ticket is closed, a new problem ticket will be created if another alert status change meets the specified criteria. Also, because different specialists can set up similar notification parameters for endpoints, namespaces, and alert severity to open a problem ticket when an alert is generated for an endpoint; if more than one of those conditions are met, all specialists or queues who have set up notifications for the conditions will be notified but only one problem ticket will be created.
9. Click the Save button to add the notification and return to the notifications page.

Managing Notification Items

The Configured Notification Items section allows you to manage the notification items that you have created. You can view, edit, disable, or delete existing notification items.

Viewing Notification Items

Follow these steps to view your notification items:

1. Click the Admin tab.
2. Click the Patch subtab to display the notifications page.

Editing Notification Items

Follow these steps to edit a notification item:

1. Click the Admin tab.
2. Click the Patch subtab to display the notifications page.
3. Click the Edit link next to the notification item you want to edit to display the Security Notification page.
4. Modify the notification. Refer to Creating Notification Items for details.
5. Click the Save button to save your changes and display the notifications page.

Disabling Notification Items

Follow these steps to disable a notification item:

1. Click the Admin tab.
2. Click the Patch subtab to display the notifications page.
3. Select the Disabled option next the notification item you want to disable.
4. Click Apply.

Deleting Notification Items

Follow these steps to delete a notification item:

1. Click the Admin tab.
2. Click the Patch subtab to display the notifications page.
3. Select the Delete option next the notification item you want to delete.
4. Click Apply.

Alert Notification Examples

The following examples illustrate how alert notification works.

Note: The following rules apply to these examples:

• The Send e-mail notification and Open Problem Ticket options are selected.
• Notification is sent only after an alert status changes.
• If the alert status has not reached or exceeded the specified threshold, notification is not sent.

Each of the following examples describes a different notification scenario. All of the examples use the Major alert status as the threshold at which a notification is sent.

• Example 1
• Example 2
• Example 3
• Example 4

Managing Remote Control

The Remote subtab allows you to manage your remote control options and view the remote audit trail.

You can complete the following tasks on the Remote subtab:

• Enable message prompting for remote system management
• Configure message prompt settings for remote system management
• Enter vPro/AMT account settings
• View the audit trail for systems under remote management

Enabling Message Prompting for Remote Systems

Prompting is a feature of Systems Manager that provides you with finer control over security. If you activate prompting for a specific system, the end user working on that system will be prompted before the specialist is allowed access. The message presented to the end user is composed of the following three parts:

• A fixed message that indicates someone is attempting remote access
• A message you create that is presented to all end users
• A message created by specialists that describes the specific task they are about to perform

For example, you can enable prompting for systems belonging to end users, but you may decide not to enable prompting for servers, because, in that case, there may be no specific end user to prompt.

Follow these steps to enable prompting of a standard message:

1. Click the Admin tab.
2. Click the Remote subtab.
3. Point to the VNC menu and choose Systems to be Prompted to display the Systems to be Prompted page. This page displays a list of the systems that Systems Manager manages.
4. Select the machines on which you want to enable message prompting.
5. Optional: Click the filter link to narrow your list of systems.
6. Click Save.
7. Log out of Systems Manager and log back in for the changes to take effect.

Form Filter

The Form Filter page allows you to narrow the list of systems to view on the MicroAgent Access Prompting for End User page.

Follow these steps to complete the Form Filter page:

1. Click the Admin tab.
2. Click the Remote subtab.
3. Point to the VNC menu and choose Systems to be Prompted to display the Systems to be Prompted page.
4. Click the filter link to display the Form Filter page.
5. Select the field(s) on which you want to filter.
6. Set a comparison.
7. Enter a value.
8. Click Apply to return to the Systems to be Prompted page.

Configuring Message Prompt Settings for Remote Systems

After you select the systems that will receive a message prompt, you can create a permanent prompting message that end users receive. You might, for example, compose a message similar to the following:

Please allow access to your system. If you have reason to deny the specialist access to your system, click the Deny Access button and call your Systems Manager administrator.

Specialists can add an additional message for each individual system at the time they start a Remote Tools session.

Follow these steps to compose an access prompt message:

1. Click the Admin tab.
2. Click the Remote subtab.
3. Point to the VNC menu and choose Prompt Settings to display the Prompting Settings page.
4. Select the Is VNC Remote Access enabled check box to turn on the VNC remote access option. You must enable this option before you can use the LAN-based Java and LAN-based Windows remote control methods.
5. In the MicroAgent Default section, select the enabled option to turn on end-user prompting by default for all new machines. This setting eliminates the need for specialists to turn prompting on manually as new machines are installed with the MicroAgent.
6. In the Prompt Message section, enter the permanent message that all selected systems will receive.

Note: The message cannot exceed 255 characters in length.

7. Optional: Click the MicroAgents link to select systems to be prompted.
8. Click Save.

Note: Changes to prompting do not affect Remote Tools sessions that are currently running. To ensure that the changes take effect, close the current Remote Tools sessions and re-open them.

Entering vPro/AMT Account Settings

If you have systems in your environment that are equipped with the Intel vPro Active Management Technology (AMT), Systems Manager provides integration that allows you to manage those systems from within Systems Manager.

The vPro/AMT Settings page allows you to create and edit a set of credentials that Systems Manager uses to query endpoints for Intel vPro-enabled systems.

Follow these steps to enter your vPro AMT account settings:

1. Click the Admin tab.
2. Click the Remote subtab.
3. Point the to vPro/AMT menu and choose Account Settings to display the vPro/AMT Settings page.
4. Enter your username and password.
5. Click Save.

Viewing Audit Trails

The Remote Tools Audit Report includes audit information about the systems that specialists have accessed through the Remote Tools section.

Follow these steps to view the Remote Tools Audit Report:

1. Click the Admin tab.
2. Click the Remote subtab.
3. Point to the Audit Trail menu and choose Remote Audit Trail to display the Remote Tools Audit Report.

From this report, you can view the following information about each of the systems that have been accessed:

• The time and date of access to the system
• The name of the system accessed
• The specialist who accessed the system
• The domain and domain user the specialist used to access the system
• The IP Address of the system
• The message the specialist used when accessing the system

You can also complete the following tasks from the Remote Tools Audit Report:

• Sort the report data
  Click any of the headings to sort the information based on that heading. The arrow next to the heading indicates whether the sort order is ascending or descending. Click the column headings to reverse the sort order.
• View and edit the filters for the report
• Export data from the report

Sorting Report Data

Follow these steps to sort report data:

1. Click any of the headings in a report to sort the information based on that heading.
   The arrow next to the heading indicates whether the sort order is ascending or descending.
2. Click the column heading to reverse the sort order.