H3C U-Center orients toward the enterprise-level, comprehensive O & M solution in the aspects of monitoring, management, and control. It applies to the multi-organization, multi-network, large capacity, and permission control scenarios, implementing one-stop management for all resources of the cloud, networks, and endpoints. Figure 1 shows the overall framework of U-Center 2.0.

Figure 1 Overall framework of U-Center 2.0

Components

· Configuration Management Database (CMDB)

· Infrastructure Operation Management (IOM)

· IT Service Management (ITSM)

· Business Service Management (BSM)

· User Experience Management (UEM)

· Application Discovery Tracing and Diagnostics (ADTD)

· Network Traffic Analyzer (NTA)

· Automated Operations Management (AOM)

· Synthetic Transaction Monitor (STM)

Capabilities

U-Center 2.0 adopts the microservice infrastructure and containerized Unified Platform. Based on CMDB data, monitor templates, custom indexes, process orchestration engine, and service management, U-Center 2.0 provides the following capabilities:

· Aggregation—Aggregates the cloud, network, endpoint, and security technical fields through the microservice-integrated Unified Platform to implement unified O & M.

· Application—Based on CMDB data and OBASHI methodology (that describes relationships and data flows between services and IT resources), U-Center 2.0 generates topologies for service applications to implement unified resource management.

· AIOps—Adopts big data and machine learning to solve exceptions, predict capacity, and analyze root causes.

· Agility—Uses monitor templates, predefined resource models, custom indexes, and automation for agile product delivery.

Quick start

U-Center 2.0 provides users with an intuitive, interactive Web interface that can be accessed through a Web browser. The following information covers these topics:

· Access U-Center 2.0

· Explore the U-Center 2.0 GUI

· Manage operators

Access U-Center 2.0

U-Center 2.0 is developed based on the browser/server model. Users can access U-Center 2.0 directly by entering the URL of the U-Center server in the Web browser.

Table 1 lists the Web browsers supported by U-Center 2.0.

Table 1 Recommended Web browsers

Browser	Version
Chrome	Chrome 70 or later
Firefox	Firefox 78 or later

U-Center 2.0 can be accessed through both HTTP and HTTPS, by using URLs in the following formats:

· http://<IP address>:<port>

· https://<IP address>:<port>

The IP address is the virtual IP address configured in Matrix for northbound services. By default, the port number is 30000, which is configurable during installation.

When you access U-Center 2.0, follow these restrictions and guidelines:

· You can use the predefined administrator account (with username admin and password Pwd@12345) for initial access to U-Center 2.0. After login, change the default account password as soon as possible for security purposes.

· To view the northbound service virtual IP address, navigate to the DEPLOY > Clusters > Cluster Parameters page in Matrix.

Explore the U-Center 2.0 GUI

U-Center displays the overview page after you log in.

The U-Center 2.0 overview page contains the top navigation bar and O&M work pane, as shown in Figure 2.

Figure 2 U-Center 2.0 overview page

You can hover over the logo in the top left corner to display the U-Center 2.0 function modules, as shown in Figure 3.

Figure 3 U-Center 2.0 function menus

Table 2 U-Center GUI areas

Item	Name	Description
1	Logo	Provides access to all function modules of U-Center 2.0.
2	Top navigation bar	Provides one-key access to the function modules of U-Center.
3	O&M work pane	Displays the objects managed by the system, as well as the alarm information in the network.
4	Left navigation pane	Provides access to all resources and functions pertaining to the function module selected on the top navigation bar.
5	Configuration page	Allows you to configure the objects added to the system.

To open the ITSM page, click ITSM on the top navigation bar, as shown in Figure 4.

Figure 4 ITSM page

You can perform the following tasks on the ITSM page:

· Add to favorites: Click . In the Add to Favorites window that opens, set the name and folder, and then click OK to add the menu item of the current page to the system favorites. You can quickly and easily find commonly used pages from the system favorites. To do that:

a. On the top navigation bar, click System.

b. From the navigation pane, select System Settings > Favorites.

c. On this page, view the pages that have been added to favorites.

· Open online help: Click . In the Help Center window that opens, you can access the online help for the current page.

· Change the language between Chinese and English: Hover over , and select Change Language from the drop-down menu to switch the language between Chinese and English online.

· Manage predefined quick reports: On the top navigation bar, click Analytics. From the navigation pane, select Report > Quick Report > Template Management. On this page, you can manage templates for the ticket statistics report and SLA metric achievement statistics report.

· Add alarm forwarding rules through person on duty: On the top navigation bar, click Alarm. From the navigation pane, select Alarm Forwarding Rules. Click Add to access the page for adding an alarm forwarding rule. In the Action Settings area, configure alarm forwarding through person on duty.

· Change view: Hover over , and select Change View from the drop-down menu. You can switch the view between operation and universe.

· Enable/disable intelligent wizard: In universe view, hover over and select Intelligent Wizard Setting from the drop-down menu. In the dialog box that opens, enable or disable the intelligent wizard.

· Wake up intelligent wizard: With the intelligent wizard enabled, you can click the intelligent wizard icon in the lower right corner of the page in universe view to wake up the intelligent wizard.

· Search in universe view: Search the online help and menus from the intelligent wizard.

Manage operators

U-Center 2.0 implements role-based permission control on operators. An operator with a role has the operation and data permissions on a specific resource type. A role is a collection of permissions. To implement operation and data permission control for an operator, assign permissions to a role, specify the role for a group, and then add the operator to the group.

U-Center 2.0 allows provides various groups for you to add operators and assign permissions to them for implementing secure O & M.

Modify the default password of the admin account

U-Center 2.0 provides a predefined account with login name admin and password Pwd@12345. You can use the account for initial access to U-Center 2.0.

Upon logging in to the system for the first time, you must first change the password for the operator account admin to ensure system security. Use any of the following methods to change the operator password:

· Follow the guide that opens upon login to change the password:

a. After you log in, the system will open the New Password dialog box.

b. Click Change Password Now.

c. In the New Password window that opens, change the password.

d. Click OK.

· Change the password of the current account:

e. Hover over the admin link in the upper right corner of the page.

f. Select New Password from the drop-down menu.

g. In the New Password window that opens, change the password.

h. Click OK.

· Manage the operator:

a. On the top navigation bar, click System.

b. From the navigation pane, select Operator Management > Operators.

c. Click in the Actions column for the admin operator.

d. Turn on the Change Password option , and then enter the new password in the Login Password and Confirm Password fields.

e. Click OK.

Add an operator

To manage a medium- or large-sized network, you can add multiple operators with associated permissions for secure O & M.

To add an operator:

1. On the top navigation bar, click System.

2. From the navigation pane, select Operator Management > Operators.

3. Click Add.

4. Configure the basic operator information:

¡ Operator Name: Enter the login account name, a case-insensitive string of 2 to 32 characters that can contain only letters, digits, underscores (_), hyphens (-), dots (.), and backslashes (\).

¡ Tenant: Specify a tenant for the operator.

¡ Organization: Specify an organization for the operator.

¡ Authentication Method: Select an authentication method. The system provides the following authentication methods:

- Simple Password Authentication: Requires a password when you add the operator. The operator uses local password authentication for login.

- LDAP/RADIUS/TACACS Authentication: Requires the operator to perform authentication with the associated authentication server for login.

- Third-Party Authentication: Requires the operator to log in through third-party authentication and custom modules. To use this authentication method, you must navigate to the System > System Settings > Authentication Settings page to configure third-party authentication settings.

¡Login Password: If the simple password authentication method is selected, the login password field will appear. Enter the login password of the operator in this field.

- Confirm Password: If the simple password authentication method is selected, the confirm password field will appear. Confirm the login password of the operator in this field.

¡ Tel: Enter the phone number of the operator. This field is optional.

¡ Email: Enter the Email account of the operator. This field is optional.

5. Configure the advanced operator information.

The advanced operator information includes the following parameters:

¡ Last Name: Enter the last name of the operator. This field is optional.

¡ First Name: Enter the first name of the operator. This field is optional.

¡ Full Name: Enter the full name of the operator. This field is optional.

¡ Permitted Login Time Span: Specify a login time range for the operator. The operator is not allowed to log in to the system at a time out of this range.

¡ Description: Enter a description of the operator. The description information facilitates maintenance.

¡Enable Password Validity Period: When the simple password authentication method is selected, the Password Validity Period switch will appear. Click to limit the password validity period.

- Password Validity Period: After the password expires, the operator will be disabled and cannot log in to the system.

- Password Expiration Notification Threshold (Days): When the remaining validity period of a password reaches the threshold, the system sends an alarm to notify the user to change the password each time the user logs in. The system automatically clears the alarm when the password is changed.

¡Enable Account Validity Period: Click to limit the validity period of the account.

- Account Expiration Time: After the account expires, the operator will be disabled and cannot log in to the system.

- Account Expiration Notification Threshold (Days): When the remaining validity period for an account reaches the threshold, the system sends an alarm to notify the user to change the account validity period each time the user logs in. The system automatically clears the alarm when the account validity period is changed.

¡Maximum Concurrent Logins: Set the maximum number of concurrent users that use this operator account. If the number of concurrent users has reached the upper limit, the system blocks the login request of a new user using this account.

6. Configure operator permissions.

¡By Role Group: Specify role groups for the operator. The operator has the permissions of the specified role groups.

¡By Role: Specify roles for the operator. The operator has the permissions of the specified roles.

¡ By Direct Assignment: Specify the maximum number of concurrent logins for the operator. If the number of concurrent logins has reached the upper limit, the system will block the login request of the operator.

7. Click OK.

When you add an operator, follow these restrictions and guidelines:

· The advanced operator information settings vary by authentication method.

· To use the RADIUS, LDAP, or TACACS authentication type, you must configure the authentication server settings on the Authentication Server page.

ITSM

ITSM provides IT service management based on IT Infrastructure Library (ITIL). In daily O & M, this feature allows you to monitor and manage the process and result of events, and backtrack or audit the events. With its enhanced non-standard process management capability, ITSM can help you build the core production system for O & M.

This chapter is about the ITSM function on the U-Center ITSM 2.0.

Service Summary

This feature displays task information, to-do items, done items, and notices.

Service desk

This feature allows you to manage pending tickets, processed tickets, new tickets, and task delegations, and drafts.

Pending tickets

This page contains the To-Do, Unread, and Delegated to Me tabs that display events to be processed by the user.

When you configure the pending tickets, follow these restrictions and guidelines:

· Rich text controls. The menus include heading setting, bold text, font size, font style, italic text, underscore style, strikethrough style, text color, background color, link insertion, list style, alignment mode, header row insertion, image upload, table insertion, code insertion, previous step, and next step.

· Resource addition controls. The intact number is not displayed. To obtain the intact number, view the resource.

· Date controls. The system provides a default second value after you select a minute value. Alternatively, you can manually select a second value, and then select the target minute.

· If you open the tab for a task while the tab for a parallel task in the same process is already open, this tab will overwrite the previous one.

· When parameters are passed between different controls, assigned values might be inaccurate. For example, when a rich text control assigns a value to a text field control, the value contains tags, because the text field control cannot render HTML.

· In the process instance, if there is no resource data, please check whether the current login has resource related permissions.

To-do

This tab displays all events to be processed by the user. If the current processors of a process instance include the current user, the process instance is a to-do task of the current user.

View the to-do list

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Service Desk > Pending Tickets.

To-do list contents

¡ Event: Title of the event. You can click the title to open the process instance page.

¡ Ticket Number: Ticket number of the process instance.

¡ Current Task: Current task of the process instance.

¡ Running State: Running state of the process instance.

¡ SLA State: Whether SLA is enabled for the process instance.

¡ SLA Plan Time: Time when the SLA expires in the process instance.

¡ Created by: User who created the process instance.

¡ Arrived At: Time when the process instance was created.

¡ Previous Processor: User who processed the previous task of the process instance.

Take ownership

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Service Desk > Pending Tickets.

3. Click the To-Do tab. On the page that opens, select one or multiple process instances with state Pending for Ownership Assignment.

4. Click Take Ownership.

Copy a ticket

Perform this task to create a new ticket by copying an existing ticket. The new ticket automatically inherits the field values from the original tickets.

To copy a ticket:

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Service Desk > Pending Tickets.

3. Click the To-Do tab. Select one existing ticket, and click Copy.

4. Edit the new ticket based on the existing ticket.

5. Click Submit or Save. View the new ticket in the I Created tab.

NOTE:

· On the To-Do tab, after you take ownership of a process instance that has multiple processors, only the current login user is the processor of the process instance.

· On the To-Do tab, when you select only the Event column to be displayed, the column header will not be expanded to the full table width.

Customize columns

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Service Desk > Pending Tickets.

3. Click the To-Do tab. On the page that opens, click Customize Columns.

¡ Select the columns to display: The selected column names will be displayed on the To-Do page.

¡ Adjust the column order: Select a column name, and click an icon in the Actions column.

- Click the icon to move up the column name.

- Click the icon to move down the column name.

- Click the icon to set the column name to the top.

- Click the icon to set the column name to the bottom.

Unread

This page displays the processing records of process instances created based on processes subscribed by the current user.

View the unread event list

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Service Desk > Pending Tickets.

3. Click the Unread tab.

Unread event list contents

¡ Event: Title of the event. You can click the title to open the process instance page.

¡ Current Task: Current task of the process instance.

¡ Current Processor: Current processor of the process instance.

¡ CC Recipients: Recipients to which the process instance was copied.

¡ CC Link: Stage at which the process instance was copied.

¡ CC Time: Time when the process instance was copied.

Set an entry as read

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Service Desk > Pending Tickets.

3. Click the Unread tab.

4. Click in the Actions column for an entry to set it as read.

5. To view the read entries, navigate to the Service Desk > Processed Tickets > Read page.

Bulk set entries as read

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Service Desk > Pending Tickets.

3. Click the Unread tab.

4. Select one or multiple unread entries, and then click Set as Read.

5. To view the read entries, navigate to the Service Desk > Processed Tickets > Read page.

NOTE:

· My unread information uses a separate notification mode, which is different from that of messages in the system.

· To configure the source of my unread information: From the left navigation pane, select Processes > Service Processes to configure the notification settings. For more information, see "Configure service processes." Add configuration entries on the CC Settings tab on the Notification Settings page. Then, when the process instance is sent to the corresponding task, an entry will be displayed on the Unread page of the CC person.

Delegated to me

When a user cannot process a ticket for a reason (for example, on a business trip or vacation), the user can delegate the ticket to another user. This tab displays process instances delegated to the current user. For more information about delegation, see "Task delegations."

View the list of tickets delegated to me

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Service Desk > Pending Tickets.

3. Click the Delegated to Me tab.

Delegated-to-me ticket list contents

¡ Event: Title of the event. You can click the title to open the process instance page.

¡ Current Task: Current task of the process instance.

¡ Owner: Owner of the process instance.

¡ Delegatee: Actual processor of the process instance.

¡ Delegator: User who delegated the process instance to the current user.

¡ Created At: Time when the process instance was created.

Processed tickets

This page contains the Processed, Read, and Delegated to Me tabs that display events that the user has processed.

IMPORTANT:

In the processed ticket list, a processing issue exist for the operator acting as the current processor whose username contains a comma (,). The content after the comma is displayed in separate lines, and the tips field is blank. To resolve this issue, avoid entering commas in the username.

Processed

This tab displays process instances that have been processed by the user.

View the list of processed events

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Service Desk > Processed Tickets.

Processed event list contents

¡ Event: Title of the event. You can click the title to open the process instance page.

¡ Current Task: Current task of the process instance.

¡ Created by: User who created the process instance.

¡ Current Processor: Current processor of the process instance.

¡ Running State: Running state of the process instance.

¡ Created At: Time when the process instance was created.

Copy a ticket

Perform this task to create new tickets by copying existing tickets. The initial values of the fields of the new tickets are automatically copied from the original tickets.

To copy a ticket:

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Service Desk > Processed Tickets.

3. Click the Processed tab. Select one existing ticket, and click Copy.

4. Edit the new ticket based on the existing ticket.

5. Click Submit or Save. View the new ticket in the I Created tab.

Read

This tab displays the read events of process instances created based on processes subscribed by the current user.

View the read event list

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Service Desk > Processed Tickets.

3. Click the Read tab.

Read event list contents

¡ Event: Title of the event. You can click the title to open the process instance page.

¡ Current Task: Current task of the process instance.

¡ Current Processor of the process instance.

¡ CC Recipients: Recipients to which the process instance was copied.

¡ CC Link: Stage at which the process instance was copied.

¡ CC Time: Time when the process instance was copied.

Delegated to me

This tab displays processed events that are delegated to the current user.

View the list of events delegated to the current user

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Service Desk > Processed Tickets.

3. Click the Delegated to Me tab.

Delegated-to-me event list contents

¡ Event: Title of the event. You can click the title to open the process instance page.

¡ Current Task: Current task of the process instance.

¡ Created At: Time when the process instance was created.

¡ End Time: Time when the process instance ended.

New tickets

This module displays all the business processes for which the current login user can create process instances. It can switch between Icon View or List View, and provide the function of starting process instances and advanced search.

Ticket types

This page displays all process instance types that the current user can create. It allows you to create process instances and filter ticket types.

View the ticket type list

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Service Desk > New Tickets.

3. Select List View.

List contents

¡ Service Process: Name of the service process. Click a name to create a process instance of that type.

¡ ID Key: ID key of the service instance.

¡ Created At: Time when the service process was created.

Create a process

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Service Desk > New Tickets.

3. Click in the icon view, or click the name or in the Actions column in the list view for a service process.

4. On the page that opens, enter the basic information and select whether to use a form template.

5. Click Submit, and then enter the remarks.

6. To save the process instance as a draft, click Save and then enter the remarks.

I Created

The I Created tab manages the tickets that are manually created by the current user or created as a proxy initiator by the current user.

IMPORTANT:

· A process instance in Finished or Aborted running state cannot be withdrawn.

· If you have configured satisfaction survey and no feedback is submitted before a process instance is closed, the system automatically gives a five-star rating and fills in Auto Evaluate in the Feedback field.

· If a process instance is rated by the system, the System Rated icon is displayed in the Actions column for that process instance.

View process instances created by the current user

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Service Desk > I Created.

List contents

¡ Event: Title of the event. You can click the title to open the process instance page.

¡ Created At: Time when the process instance was created.

¡ Running State: Running state of the process instance.

¡ Current Task: Current task of the process instance.

¡ Current Processor: Current processor of the process instance.

Open a process instance

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Service Desk > I Created.

3. Click the event name of a process instance or click the icon in the Actions column for a process instance event to open the process instance.

Withdraw a process instance

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Service Desk > I Created..

3. Click in the Actions column for the target process instance.

4. In the window that opens, enter the reason for withdrawing the process instance, and then click OK.

Perform satisfaction feedback

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Processes > Service Processes.

3. Enable satisfaction rating. For more information, see "Configure process settings."

4. On the top navigation bar, click ITSM.

5. From the left navigation pane, select Service Desk > I Created.

6. Click the icon in the Actions column for a process instance event. On the page that opens, rate satisfaction, enter the feedback, and then click OK.

View the comments

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Service Desk > I Created.

3. Click the icon in the Actions column for a process instance event. On the page that opens, you can see the satisfaction rating and feedback.

Task delegations

When a user cannot process a ticket for a reason (for example, on a business trip or vacation), the user can delegate the ticket to another user.

View task delegations

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Service Desk > Task Delegations.

List contents

¡ Delegation Description: A brief description of the delegation.

¡ Delegatee: User to whom the task is delegated.

¡ Delegation Type: Type of the delegation. Options include All and Part.

- All: Delegates all process instances created by your own business processes with task processing permissions to the delegatee for processing. For more information about task processing permissions, see "Configure process permission profiles."

- Part: Delegates parts of process instances created by your own business processes with task processing permissions to the delegatee for processing.

¡ State: State of the delegation. Options include On and Off.

¡ Reason: Reason of the delegation. Options include Business Trip, Leave of Absence, and Others.

¡ Start Time: Time when the delegation takes effect.

¡ End Time: Deadline for the delegation to takes effect.

Add or edit a delegation

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Service Desk > Task Delegations.

3. To add a delegation, click Add. To edit an existing delegation, select it and then click Edit.

4. On the page that opens, add or edit the parameters as needed.

The Add Business Process button is displayed when you select Part for the Delegation Type field. Click it after selecting a delegatee to hand over the process instance created by the specified business process to the delegatee.

5. Click OK.

When you add or edit a delegation, follow these restrictions and guidelines:

· On the page for adding a task delegation, the fields with asterisks (*) are required, and you must enter valid values as prompted.

· On the page for editing a task delegation, the fields grayed out cannot be edited.

· If you delegate all of your processes to a delegatee, the delegatee must have the same or more permissions than you. If you delegate part of your processes to a delegatee, the delegatee must be able to handle each of those processes.

· When the type of a task delegation is All, business processes without Task: Process selected in the process permission profiles are used to create process instances. If the current processors of a process instance contain the delegator, the delegatee can also process the process instance.

· If you select only the role group, organization, and workgroup as the operators for a process instance, the delegatee cannot view the ticket on the Service Desk > Pending Tickets > Delegated to Me page. To have the delegatee view the ticket, configure a delegator for the user.

Drafts

This page displays drafted process instances and allows you to filter and delete them.

View the drafted process instances

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Service Desk > Drafts.

List contents

¡ Event: Title of the event. You can click the title to open the process instance page.

¡ Running State: Running state of the process instance.

¡ Created At: Time when the process instance was created.

Open a drafted process instance

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Service Desk > Drafts.

3. Click the event title of the target process instance or click in the Actions column.

Service process

Perform this task to manage events, problems, changes, and custom category lists uniformly.

Event management

Event management is mainly designed for a system to restore to a normal state as soon as possible.

View the event management list

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Service Processes. Select Event Management from the categories.

Event management list contents

¡ Title: Name of an event ticket.

¡ Current Processor: Current processor of an event ticket.

¡ Initiator: Personnel who initiated an event ticket.

¡ Created At: Time when an event ticket was created.

Create an event ticket

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Service Processes. Select Event Management from the categories.

3. Click Create.

4. In the Basic Info tab, configure the instance parameters.

5. Click the Flowchart tab and view the processing flow for the event ticket.

6. Click Submit.

Copy an event ticket

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Service Processes. Select Event Management from the categories.

3. Select an existing event ticket, and click Copy.

4. On the page that opens, edit the copy of the selected event ticket.

5. Click Submit or Save.

Then, you can view the ticket on the I Created tab of the service desk.

Export event tickets

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Service Processes. Select Event Management from the categories.

3. Click Export to open the Export Custom List.

4. Select Export selected items or Export all, specify the format (XLS or CSV), specify fields for the custom list and form, and then click OK.

Problem management

Problem management reduces the negative effect caused by problems or events on services through investigating, analyzing reasons and providing solutions and preventive measures.

View the problem management list

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Service Processes. Select Problem Management from the categories.

Problem management list contents

¡ Title: Name of a problem ticket.

¡ Current Processor: Current processor of a problem ticket.

¡ Initiator: Personnel who initiated a problem ticket.

¡ Created At: Time when a problem ticket was created.

Create a problem ticket

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Service Processes. Select Problem Management from the categories.

3. Click Create.

4. In the Basic Info tab, configure the instance parameters.

5. Click the Flowchart tab and view the processing flow for the problem ticket.

6. Click Submit.

Copy a problem ticket

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Service Processes. Select Problem Management from the categories.

3. Select an existing problem ticket, and click Copy.

4. On the page that opens, edit the copy of the selected problem ticket.

5. Click Submit or Save.

Then, you can view the ticket on the I Created tab of the service desk.

Export problem tickets

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Service Processes. Select Problem Management from the categories.

3. Click Export to open the Export Custom List.

4. Select Export selected items or Export all, specify the format (XLS or CSV), specify fields for the custom list and form, and then click OK.

Change management

Change management controls all changes that have an impact on the production environment and minimizes the impact of the changes on the services by using standard and unified methods and procedures.

View the change management list

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Service Processes. Select Change Management from the categories.

Change management list contents

¡ Title: Name of a change ticket.

¡ Current Processor: Current processor of a change ticket.

¡ Initiator: Personnel who initiated a change ticket.

¡ Created At: Time when a change ticket was created.

Create a change ticket

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Service Processes. Select Change Management from the categories.

3. Click Create.

4. In the Basic Info tab, configure the instance parameters.

5. Select the Flowchart tab and view the processing flow for the change ticket.

6. Click Submit.

Copy a change ticket

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Service Processes. Select Change Management from the categories.

3. Select an existing change ticket, and click Copy.

4. On the page that opens, edit the copy of the selected change ticket.

5. Click Submit or Save.

Then, you can view the ticket on the I Created tab of the service desk.

Export change tickets

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Service Processes. Select Change Management from the categories.

3. Click Export to open the Export Custom List.

4. Select Export selected items or Export all, specify the format (XLS or CSV), specify fields for the custom list and form, and then click OK.

Custom category lists

Perform this task to add custom category lists and uniformly manage them under the service processes.

Add a custom category

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Service Processes.

The service process categories are displayed on the left tree.

3. Click Add above the categories.

4. In the Add Category window that opens, enter the category name and ID key, and then click OK.

Add a custom category list

Add a custom list and select an added custom category as the publish directory to add a custom category list. For more information about adding or editing custom lists, see "Custom lists."

Create a ticket of a custom category list

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Service Processes. Select a custom category list from the categories.

3. Click Add.

4. On the Basic Info tab, configure the process instance parameters.

5. Click the Flowchart tab. View the processing flow for the ticket of the custom category list.

6. Click Submit.

Copy a ticket of a custom category list

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Service Processes. Select a custom category list from the categories.

3. Select an existing ticket of the custom category list, and click Copy.

4. On the page that opens, edit the copy of the selected ticket of the custom category list.

5. Click Submit or Save.

Then, you can view the ticket on the I Created tab of the service desk.

Export tickets of a custom category list

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Service Processes. Select an added custom category from the categories.

3. Click Export to open the Export Custom List window.

4. Select Export selected items or Export all, specify the file name, specify the format (XLS or CSV), specify fields for the custom list and form, and then click OK.

When you create, copy, and export tickets of a custom category list, follow these restrictions and guidelines:

· When you create a ticket of a custom category list, you must first configure process permission profiles. For more information, see "Configure process permission profiles."

· When you copy and export tickets of a custom category list, make sure you have the related permissions configured on the System > Operator Management > Operators page.

Service catalogs

Perform this task to add, edit, and delete service catalogs or add, edit, delete, and search for services. You can bind a service to a service process to create a new ticket in the self-service desk.

When you configure the service catalogs, follow these restrictions and guidelines:

· A service catalog can contain a maximum of 10 levels.

· Service catalogs of the same level cannot use the same name.

· You cannot delete a service catalog when it contains services or any of its sub-catalogs contains services.

· The display type of a service catalog is not editable after you create the service catalog.

· If you select a service catalog and then click Add to create a service, the Service Type parameter in the Add Service dialog box is automatically filled with the selected service catalog.

· You can delete a service only when its state is off.

· If the service catalog permission or service permission is private, you can select only self-service operators as users.

· Service catalogs support sorting and service status switching. When adding service catalogs or adding/editing services, you can sort them by number. You can switch the status of a service in the Status column for that service in the service list.

View the service catalog list

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Service Catalogs.

The catalog tree on the left displays the service catalogs.

View the service list

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Service Catalogs.

The service list is displayed on the right.

Service list contents

¡ Service Code: Code of a service.

¡ Service Name: Name of a service. You can click a service name to view the service details.

¡ Service Type: Type of a service.

¡ Process: Process published by ITSM that is bound to the service.

¡ Initiation Method: Method used to initiate a service.

¡ State: Service state. Options include On and Off.

Add a service catalog

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Service Catalogs.

3. Click Add or select the target service catalog in the catalog tree as the parent catalog and click the icon.

4. Configure the service catalog information.

5. Click OK.

Edit a service catalog

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Service Catalogs.

3. Select an existing service catalog, and click the Edit Catalog button .

4. Edit service catalog information.

5. Click OK.

Add services to a service catalog

A service catalog is a service category on the left tree. You can add services to a service catalog.

To add a service to a service catalog:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Service Catalogs.

3. Select a service catalog.

4. Click Add.

5. In the Add Service window that opens, configure service parameters and select a process.

6. Click OK.

Edit services in a service catalog

A service catalog is a service category on the left tree. You can edit the existing services in a service catalog.

To edit a service in a service catalog:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Service Catalogs.

3. Select a service catalog.

4. Click the Edit icon in the Actions column for an existing service.

5. On the Edit Service page that opens, edit service parameters and select a process.

6. Click OK.

Select a process for the service

When adding a service, you can select a process for it.

To select a process for a service:

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Service Catalogs.

3. Select a service catalog

4. Click Add above the list on the right.

5. Configure service parameters and enter the service name.

6. To select a process, click Select. On the page that opens, perform the following operations:

¡ Select a process type from the list on the left. To cancel your selection and display all processes, click the process type again.

¡ Select a process from the list on the right, and then click OK to bind the process to the service. To filter processes, enter a process name in the search box. To refresh the process list, click Refresh.

View service details

The self-service desk contains services. You can bind a service to an existing service process in ITSM, and then select the services in the self-service desk to create a new ticket. Then, you can perform service process processing in the self-service desk.

To view service details:

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Service Catalogs.

3. Click the Details icon in the Actions column for a service.

The Service Details window opens.

SLA management

Perform this task to manage SLA profiles, metrics, time ranges, and holidays uniformly.

SLA profiles

As the core function of the service level management, you can use this function to manage SLA profiles uniformly.

View SLA profile list

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select SLA Management > SLA Profiles.

SLA profile list contents

¡ SLA Profile Name: Name of the SLA profile.

¡ State: SLA profile state. Options include On and Off.

¡ Start Time: Start time of the SLA profile.

¡ End Time: End time of the SLA profile.

Add or edit an SLA profile

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select SLA Management > SLA Profiles.

3. Click Add, or click the Edit icon in the Actions column for an SLA profile to be edited.

4. Configure basic information and SLA profile metrics.

5. Click OK.

View SLA profile details

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select SLA Management > SLA Profiles.

3. Click the Details icon in the Actions column for the target SLA profile to view the detailed information.

SLA metrics

You can use this function to manage SLA metrics uniformly.

View the SLA metric list

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select SLA Management > SLA Metrics.

SLA metric list contents

¡ Metric Name: Name of a metric.

¡ Service Process Plan: Process plan of the SLA metric.

¡ State: SLA state. Options include On and Off.

¡ Created At: Time when the SLA metric was created.

¡ Updated At: Time when the SLA metric was updated.

Add or edit an SLA metric

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select SLA Management > SLA Metrics.

3. Click Add, or click the Edit icon in the Actions column for the SLA metric to be edited.

4. Configure basic information, matching information, and policies.

5. Click OK.

View SLA metric details

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select SLA Management > SLA Metrics.

3. Click the Details icon in the Actions column for the target SLA metric to view the detailed information.

Time range profiles

You can use this function to manage time range profiles uniformly.

View the time range profile list

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select SLA Management > Time Range Profiles.

Time range profile list contents

¡ Name: Name of a service time range profile.

¡ State: State of the service time range profile. Options include On and Off.

¡ Remarks: Remarks for setting a service time range profile.

Add or edit a time range profile

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select SLA Management > Time Range Profiles.

3. Click Add, or click the Edit icon in the Actions column for the target time range profile.

4. Configure or edit basic information.

5. In the Time Range Items section, click Add, or the Edit icon in the Actions column. Then, enter the name, days of week, and time periods, and click OK in this section.

6. Click OK.

View service time range profile details

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select SLA Management > Time Range Profiles.

3. Click the Details icon in the Actions column for the target time range profile to view the detailed information.

Holiday management

You can use this function to manage holidays uniformly.

View the holiday list

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select SLA Management > Holidays.

Holiday list contents

¡ Name: Name of a holiday.

¡ State: Holiday state.

¡ Holiday Type: Type of a holiday.

¡ Start Time: Time when a holiday starts.

¡ End Time: Time when a holiday ends.

¡ Remarks: Remarks for settings a holiday.

Add or edit a holiday

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select SLA Management > Holidays.

3. Click Add, or click the Edit icon in the Actions column for the target holiday.

4. Configure holiday information.

5. Click the Submit icon .

View holiday details

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select SLA Management > Holidays. Alternatively, select Parameter Settings > Control Panel, and then click the Holiday Parameters icon .

3. Click the Details icon in the Actions column for the target holiday to view the detailed information.

Scheduled tasks

From this menu, you can maintain scheduled tasks, view scheduled tasks by state, and view task execution info.

When you configure scheduled tasks, follow these restrictions and guidelines:

· The frequency of a scheduled task is calculated starting from Monday.

· The execution time of a biweekly scheduled task is calculated based on the paired weeks of the whole year.

· The nth week of each month or each quarter is calculated based on the nth week of a month.

Maintain tasks

On this page, you can uniformly maintain scheduled tasks, including executing, reviewing, and maintaining scheduled tasks.

View tasks to be reviewed

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Scheduled Tasks > Maintain Tasks.

You are placed on the To be Reviewed tab by default.

To-be-reviewed task list contents

¡ Task Name: Name of the scheduled task.

¡ Execution Method: Execution method of the scheduled task. Options are:

- Bulk Create: Create this scheduled task separately for each operator group or each operator.

- Co-Create: Create only one scheduled task for the operator groups or operators.

¡ Created By: User who created the scheduled task.

¡ Created At: Time when the scheduled task was created.

¡ Frequency: Scheduling frequency of the scheduled task.

- The scheduling frequency is defined by the execution frequency of the scheduled task.

- Select an execution frequency for the scheduled task. Options include daily, weekly, biweekly, monthly, and quarterly.

- Biweekly specifies the second and fourth weeks of each month.

¡ Review Type: Review type of the scheduled task.

- Task Review: Review scheduled tasks in the Task Review state.

- Deactivation Review: Review scheduled tasks in the Deactivation Review state.

View draft tasks

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Scheduled Tasks > Maintain Tasks.

You are placed on the To be Reviewed tab by default.

3. Click the Draft tab.

Draft task list contents

¡ Task Name: Name of the scheduled task.

¡ Operator Groups: Operator groups of the scheduled task.

¡ Operators: Operators of the scheduled task.

¡ Execution Method: Execution method of the scheduled task. Options are:

- Bulk Create: Create this scheduled task separately for each operator group or each operator.

- Co-Create: Create only one scheduled task for the operator groups or operators.

¡ Created At: Time when the scheduled task was created.

¡ Frequency: Scheduling frequency of the scheduled task.

- The scheduling frequency is defined by the execution frequency of the scheduled task.

- Select an execution frequency for the scheduled task. Options include daily, weekly, biweekly, monthly, and quarterly.

- Biweekly specifies the second and fourth weeks of each month.

¡ Status: Status of the current scheduled task. The status is draft after the scheduled task is created and saved.

View reviewed tasks

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Scheduled Tasks > Maintain Tasks.

You are placed on the To be Reviewed tab by default.

3. Click the Reviewed tab.

Reviewed task list contents

· Task Name: Name of the scheduled task.

· Operator Groups: Operator groups of the scheduled task.

· Operators: Operators of the scheduled task.

· Execution Method: Execution method of the scheduled task. Options are:

¡Bulk Create: Create this scheduled task separately for each operator group or each operator.

¡Co-Create: Create only one scheduled task for the operator groups or operators.

· Created By: User who created the scheduled task.

· Created At: Time when the scheduled task was created.

· Frequency: Scheduling frequency of the scheduled task.

¡The scheduling frequency is defined by the execution frequency of the scheduled task.

¡Select an execution frequency for the scheduled task. Options include daily, weekly, biweekly, monthly, and quarterly.

¡Biweekly specifies the second and fourth weeks of each month.

Draft tab

On this tab, you can add, delete, and edit scheduled tasks.

Add a scheduled task

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Scheduled Tasks > Maintain Tasks.

You are placed on the To be Reviewed tab by default.

3. Click the Draft tab.

4. Click Add.

5. On the page that opens, configure the basic information, execution information, and scheduled content for the scheduled task as needed.

6. To save the scheduled task as a draft, click Save. To submit the scheduled task for review, click Submit.

Edit a scheduled task

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Scheduled Tasks > Maintain Tasks.

You are placed on the To be Reviewed tab by default.

3. Click the Draft tab.

4. Click the Edit icon in the Actions column for a scheduled task.

5. On the page that opens, edit the basic information, execution information, and scheduled content for the scheduled task as needed.

6. To save the scheduled task as a draft, click Save. To submit the scheduled task for review, click Submit.

When you add or edit a scheduled task, follow these restrictions and guidelines:

· Make sure the execution time is within the valid time range when you submit a scheduled task.

· To use a form template in a scheduled task, make sure you have created it on the Processes > Form Templates page.

· The Review Info tab is displayed only after you review the added scheduled task.

To be Reviewed tab

On this tab, you can review scheduled tasks in the Task Review or Deactivation Review state.

Review scheduled tasks

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Scheduled Tasks > Maintain Tasks.

You are placed on the To be Reviewed tab by default.

3. Click the Review icon in the Actions column for a scheduled task.

4. Review scheduled tasks in the Task Review state.

a. Enter the review info for the scheduled task, including the review result and comments.

b. Click OK.

Review deactivation of a scheduled task

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Scheduled Tasks > Maintain Tasks.

You are placed on the To be Reviewed tab by default.

3. Click the Review icon in the Actions column for a scheduled task.

4. Review scheduled tasks in the Deactivation Review state.

a. Enter the deactivation info for the scheduled task.

b. Click OK.

To deactivate a scheduled task, first click the View icon in the Actions column for that scheduled task on the Reviewed tab. Then, click Deactivate in the upper right corner of the page, enter the reason for deactivation, and click OK. After you submit the deactivation request, the deactivated scheduled task is displayed on the To be Reviewed tab.

Reviewed tab

On the Reviewed tab, you can perform the following operations on reviewed scheduled tasks: view details, suspend, restart, execute immediately, and request deactivation.

View a scheduled task

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Scheduled Tasks > Maintain Tasks.

You are placed on the To be Reviewed tab by default.

3. Click the Reviewed tab.

4. Click the View icon in the Actions column for a reviewed scheduled task.

The reviewed scheduled task details page opens.

Suspend a scheduled task

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Scheduled Tasks > Maintain Tasks.

You are placed on the To be Reviewed tab by default.

3. Click the Reviewed tab.

4. Click the View icon in the Actions column for a reviewed scheduled task. The reviewed scheduled task details page opens.

5. On the reviewed scheduled task details page, click Suspend to suspend the scheduled task.

Restart a scheduled task

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Scheduled Tasks > Maintain Tasks.

You are placed on the To be Reviewed tab by default.

3. Click the Reviewed tab.

4. Click the View icon in the Actions column for a reviewed scheduled task.

The reviewed scheduled task details page opens.

5. On the reviewed scheduled task details page, click Restart to restart the scheduled task.

You can restart only scheduled tasks that have been suspended.

Immediately execute a scheduled task

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Scheduled Tasks > Maintain Tasks.

You are placed on the To be Reviewed tab by default.

3. Click the Reviewed tab.

4. Click the View icon in the Actions column for a reviewed scheduled task. The reviewed scheduled task details page opens.

5. On the reviewed scheduled task details page, click Execute Immediately to immediately execute the scheduled task.

Deactivate a scheduled task

Perform this task to deactivate an active scheduled task. After the deactivation of the scheduled task is reviewed, the scheduled task is in Deactivated state.

To deactivate a scheduled task:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Scheduled Tasks > Maintain Tasks.

You are placed on the To be Reviewed tab by default.

3. Click the Reviewed tab.

4. Click the View icon in the Actions column for a reviewed scheduled task. The reviewed scheduled task details page opens.

5. On the reviewed scheduled task details page, click Deactivate to immediately deactivate the scheduled task.

6. In the Deactivation Request dialog box that opens, enter the reason for deactivation, and click OK to request deactivating the scheduled task.

Scheduled tasks by state

This page displays the active, expired, and deactivated scheduled tasks on the Active, Expired, and Deactivated tabs, respectively.

· Active: Task within its effective time range.

· Expired: Task that has expired.

· Deactivated: Task that has been deactivated.

View an active scheduled task

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Scheduled Tasks > Scheduled Tasks by State.

You are placed on the Active tab by default.

Active scheduled task list contents

¡ Task Name: Name of the scheduled task.

¡ Execution Method: Execution method of the scheduled task.

¡ Created By: User who created the scheduled task.

¡ Created At: Time when the scheduled task was created.

¡ Frequency: Frequency of the scheduled task.

¡ State: State of the scheduled task.

View an expired scheduled task

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Scheduled Tasks > Scheduled Tasks by State.

You are placed on the Active tab by default.

3. Click the Expired tab to enter the expired scheduled tasks page.

Expired scheduled task list contents

¡ Task Name: Name of the scheduled task.

¡ Execution Method: Execution method of the scheduled task.

¡ Created By: User who created the scheduled task.

¡ Created At: Time when the scheduled task was created.

¡ Frequency: Frequency of the scheduled task.

View a deactivated scheduled task

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Scheduled Tasks > Scheduled Tasks by State.

You are placed on the Active tab by default.

3. Click the Deactivated tab to enter the deactivated scheduled task page.

Deactivated scheduled task list contents

¡ Task Name: Name of the scheduled task.

¡ Execution Method: Execution method of the scheduled task.

¡ Created By: User who created the scheduled task.

¡ Created At: Time when the scheduled task was created.

¡ Frequency: Frequency of the scheduled task.

View task execution info

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Scheduled Tasks > Scheduled Tasks by State.

You are placed on the Active tab by default.

3. Click the Task Execution Info icon in the Actions column for a scheduled task to enter the Scheduled Tasks > Task Execution Info page.

View a reviewed scheduled task

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Scheduled Tasks > Scheduled Tasks by State.

You are placed on the Active tab by default.

3. Click the View icon in the Actions column for a scheduled task to enter the Scheduled Tasks > Maintain Tasks > Reviewed page.

Task execution info

On this page, you can view the automatically or manually executed scheduled tasks.

View task execution info

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Scheduled Tasks > Task Execution Info.

Task execution info list contents

¡ Task Name: Name of the scheduled task.

¡ Execution Type: Execution type of the scheduled task.

¡ Operator Groups: Operator groups of the scheduled task. An active scheduled task will automatically trigger a task for its operator groups at the specified frequency.

¡ Operators: Operators of the scheduled task. An effective scheduled task will automatically trigger a task for its operators at the specified frequency.

View task execution info

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Scheduled Tasks > Task Execution Info.

3. Click the Expand button for a scheduled task to view execution information of that scheduled task.

Knowledge management

From this menu, you can uniformly manage knowledge, for example, manage the knowledge base, search for knowledge, manage knowledge, manage my knowledge, review knowledge, and manage knowledge types. The knowledge base records related experiences in IT O&M. The knowledge base provides reference for resolving typical issues.

Knowledge base

On the knowledge base page, all knowledge information is displayed. On this page, you can create new knowledge entries, subscribe to knowledge entries, view concerned knowledge entries, my favorites, pinned-to-top knowledge entries, recommended knowledge entries, hot searches, and knowledge ranking by cite count, and search for knowledge entries.

When you configure the knowledge base, follow these restrictions and guidelines:

· The Concerned Knowledge tab displays the knowledge entries of subscribed categories.

· You can also enter the My Favorites page as follows: From the left navigation pane, select Knowledge Management > My Knowledge, and then click the My Favorites tab. For more information, see "My favorites."

· Click a knowledge entry to open the View Knowledge pane. Click the Favorite icon or to add the entry to favorites or remove it from favorites. If the entry is added, the icon is in red. If the entry is removed, the icon is in black

· To view a recommended knowledge entry, you must have the view permission. For more information, see "Review knowledge entries."

· The hot searches rank in descending order according to the number of times a knowledge entry is viewed.

· All knowledge entries in the Association Info tab for a process instance are taken as cited knowledge entries. For more information about knowledge association, see "Configure service processes."

· The knowledge entries on the Knowledge Ranking by Cite Count list rank in descending order by the number of times a knowledge entry is cited by default.

· If the number of citations for a knowledge entry increases but the associated process instances for the increased cites are not displayed, these process instances are temporary. The temporary process instances will be cleared after two days and the number of citations for the knowledge entry will drop to the original value.

· The knowledge base of the mobile terminal type supports downloading attachments. To download an attachment, access ITSM on the mobile terminal, and then click a knowledge entry containing an attachment in the knowledge base.

Create a knowledge entry

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > Knowledge Base.

3. Click Create Knowledge Entry next to the Search field.

4. Enter basic information.

5. On the Permission Info tab in the right, select whether to pin the knowledge entry to the top and configure the view permission.

6. On the Attachment Info tab in the right, upload attachments as needed.

7. To save the knowledge entry as a draft, click Save. To submit the knowledge entry for review, click Submit.

When you create a knowledge entry, follow these restrictions and guidelines:

· After you click Save, the knowledge entry is in draft state. After you click Submit, the knowledge entry is in to-be-reviewed state and can be reviewed in the knowledge review process.

· A knowledge entry will be in published state once submitted if the creator has the review permission on the knowledge entry. No review is required.

· When entering knowledge content, avoid inserting code in the quoted content.

Subscribe to knowledge categories

Perform this task to subscribe to knowledge categories, which determine the knowledge contents on the Concerned Knowledge tab.

To subscribe knowledge categories:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > Knowledge Base.

3. Click the Subscribe button in the right of the page. The Knowledge Categories dialog box opens.

4. Select knowledge categories.

5. Click Save.

Concerned knowledge

To view the concerned knowledge entries:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > Knowledge Base.

3. Click the Concerned Knowledge tab.

4. Click More to open the Recommended Knowledge List page.

5. Click any knowledge entry to open the page for viewing the knowledge entry.

My favorites

To manage my favorite knowledge entries:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > Knowledge Base.

3. Click the My Favorites tab.

4. Click More to open the Recommended Knowledge List page.

5. Click any knowledge entry to open the page for viewing the knowledge entry.

Pinned-to-top knowledge

To view pinned-to-top knowledge entries:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > Knowledge Base.

3. Click the Pinned-to-Top Knowledge tab.

4. Click More to open the Recommended Knowledge List page.

5. Click any knowledge entry to open the page for viewing the knowledge entry.

Recommended knowledge

This page displays the knowledge entries recommended to the current logged-in user or the group to which the current logged-in user belongs.

To view recommended knowledge entries:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > Knowledge Base.

3. Click More after Recommended Knowledge to open the Recommended Knowledge List page.

4. Click any knowledge entry to open the page for viewing the knowledge entry.

Hot searches

To view the knowledge entries that are more concerned by users and have been searched for multiple times:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > Knowledge Base.

3. In the Hot Searches area, click the title of a knowledge entry to open the page for viewing the knowledge entry. Alternatively, click the Ranking List link to open the ranking list for hot searches.

4. Click any knowledge entry to open the page for viewing the knowledge entry.

Knowledge ranking by cite count

To view the citing of knowledge entries in the knowledge base:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > Knowledge Base.

3. In the Knowledge Ranking by Cite Count area, click any knowledge entry to open the page for viewing the knowledge entry.

4. On the page for viewing the knowledge entry, click the Association Info tab. On this tab, you can view the process instances that have cited the knowledge entry.

Search for knowledge entries

To search for knowledge entries containing the specified keyword:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > Knowledge Base.

3. Enter a keyword in the search field, and click the Search icon .

4. In the search results, view the searched knowledge entries.

Knowledge search adopts a full-text search method to query knowledge. The search terms will be segmented by the tokenizer to retrieve common words for searching.

Search knowledge

From this menu, you can search for and manage knowledge entries by knowledge categories, and you can add knowledge entries.

View knowledge categories

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > Search Knowledge.

The left tree displays the knowledge categories.

View knowledge entries

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > Search Knowledge.

The right of the page displays the knowledge entries.

Knowledge entry list contents

¡ Title: Title of the knowledge entry.

¡ Knowledge Type: Type of the knowledge entry.

¡ Author: Author of the knowledge entry.

¡ Created At: Time when the knowledge entry was created.

Customize columns

Perform this task to customize columns displayed on the knowledge entry list.

To customize columns on the knowledge entry list:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > Search Knowledge.

3. Click Customize Columns and adjust the columns in the window that opens.

¡ To display a column on the knowledge entry list, select it. To hide a column, unselect it.

¡ To adjust the display order of a column, perform the following tasks:

- To move up a column, click the icon in the Actions column for it.

- To move down a column, click the icon in the Actions column for it.

- To move a column to the top, click the icon in the Actions column for it.

- To move a column to the bottom, click the icon in the Actions column for it.

Add a knowledge entry

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > Search Knowledge.

3. Click Add.

4. Configure the basic information.

5. To save the knowledge entry as a draft, click Save. To submit the knowledge entry for review, click Submit.

When you add a knowledge entry, follow these restrictions and guidelines:

· A knowledge entry will be in published state once submitted if the creator has the review permission on the knowledge entry. No review is required.

· For more information about the parameters, see "Create a knowledge entry."

· When entering knowledge content, avoid inserting code in the quoted content.

View knowledge details

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > Search Knowledge.

3. Click the Details icon in the Actions column for a knowledge entry to view its details.

Manage knowledge

From this menu, you can uniformly manage the knowledge categories and knowledge entries, for example, you can add, delete, or edit knowledge categories, and edit or discard knowledge entries.

When you manage the knowledge base, follow these restrictions and guidelines:

· If there is a knowledge entry under the knowledge category or its subcategory to be deleted, the knowledge category cannot be deleted.

· If there is no knowledge entry in a knowledge category and its subcategories, deleting the knowledge category will also delete all its subcategories.

· A knowledge entry will be in published state once submitted if the creator has the review permission on the knowledge entry. No review is required.

View knowledge categories

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > Manage Knowledge.

The left tree displays the knowledge categories.

View knowledge entries

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > Manage Knowledge.

The right of the page displays the knowledge entries.

Knowledge entry list contents

¡ Title: Title of the knowledge entry.

¡ Knowledge Type: Type of the knowledge entry.

¡ Author: Author of the knowledge entry.

¡ State: State of the knowledge entry.

¡ Created At: Time when the knowledge entry was created.

¡ Updated By: User who updated the knowledge entry.

¡ Updated At: Time when the knowledge entry was updated.

¡ Abandoned by: User who abandoned the knowledge entry.

¡ Abandoned At: Time when the knowledge entry was abandoned.

Add or edit a knowledge category

To add a new knowledge category or edit an existing knowledge category:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > Manage Knowledge.

3. Click the Add button below Knowledge Categories, or click the Add Knowledge Category icon or Edit Knowledge Category icon following a knowledge category in the knowledge category tree.

4. Configure the name, ID key, and description, set the display type, and set the review permission.

5. Click Save.

Edit a knowledge entry

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > Manage Knowledge.

3. Click the Edit icon in the Actions column for a knowledge entry.

4. Edit the basic information and permission information of the knowledge entry.

5. Click Submit.

When you edit a knowledge entry, follow these restrictions and guidelines:

· The number, state, and source of a knowledge entry cannot be edited.

· When entering knowledge content, avoid inserting code in the quoted content.

View knowledge details

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > Manage Knowledge.

3. Click the Details icon in the Actions column for a knowledge entry to view its details.

Discard a knowledge entry

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > Manage Knowledge.

3. Click the Discard icon in the Actions column for a knowledge entry.

4. In the dialog box that opens, click OK to discard the knowledge entry.

Discarded knowledge is different from deleted knowledge. You can view knowledge entries in discarded state on the Knowledge Management > My Knowledge > Created by Me page.

Import knowledge entries

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > Manage Knowledge.

3. Click Import Knowledge.

4. In the window that opens, click Download Template.

5. Edit the downloaded template file as required. Compress one or multiple edited files into a ZIP file. On the Import Knowledge page, click Select File to select the ZIP file. The ZIP file cannot be larger than 100 M.

6. To attach the DOC files to the knowledge entries, select Yes for Save as Attachment.

7. Click OK.

When you import knowledge entries, follow these restrictions and guidelines:

· The ZIP file can contain only DOC files and cannot contain folders.

· In the knowledge content to be imported, use only the hard return for a line break. Do not use the soft return.

· For images in the knowledge content to be imported, embed the images into the text and set a separate paragraph for each image.

· If the knowledge content to be imported contains texts in special formats, the system clears the special formats and displays the default font after import.

· In the current software version, the knowledge content to be imported cannot contain tables or hyperlinks.

My knowledge

From this menu, you can uniformly manage knowledge entries created by yourself and your favorite knowledge entries.

View knowledge entries created by me

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > My Knowledge.

You are placed on the Created by Me tab by default.

My knowledge entry list contents

¡ Title: Title of the knowledge entry created by me.

¡ Knowledge Category: Category of the knowledge entry created by me.

¡ Knowledge Type: Type of the knowledge entry created by me.

¡ State: State of the knowledge entry created by me.

¡ Created At: Time when the knowledge entry was created by me.

¡ Updated At: Time when the knowledge entry created by me was updated.

View my favorite knowledge entries

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > My Knowledge.

You are placed on the Created by Me tab by default.

3. Click the My Favorites tab.

My favorite knowledge entry list contents

¡ Title: Title of my favorite knowledge entry.

¡ Knowledge Category: Category of my favorite knowledge entry.

¡ Author: Author of my favorite knowledge entry.

¡ Knowledge Type: Type of my favorite knowledge entry.

¡ State: State of my favorite knowledge entry.

¡ Created At: Time when my favorite knowledge entry was created.

¡ Updated At: Time when my favorite knowledge entry was updated.

Created by me

On this tab, you can uniformly manage the knowledge entries created by yourself, for example, you can add, edit, and delete knowledge entries, and view details of knowledge entries.

Add or edit a knowledge entry

To add a new knowledge entry or edit an existing knowledge entry:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > My Knowledge.

You are placed on the Created by Me tab by default.

3. Click Add, or click the Edit icon in the Actions column for the knowledge entry to be edited.

4. Enter or edit the basic information or permission information of the knowledge entry.

5. Click Save or Submit.

When you add or edit a knowledge entry, follow these restrictions and guidelines:

· Published knowledge entries cannot be edited. You can only view details of published knowledge entries.

· For more information about the parameters, see "Create a knowledge entry."

· When entering knowledge content, avoid inserting code in the quoted content.

View knowledge details

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > My Knowledge.

You are placed on the Created by Me tab by default.

3. Click the Details icon in the Actions column for a knowledge entry to view its details.

You can view details only for knowledge entries in published state.

Import knowledge entries

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > Manage Knowledge.

3. Click Import Knowledge.

4. In the window that opens, click Download Template.

6. To attach the DOC files to the knowledge entries, select Yes for Save as Attachment.

7. Click OK.

When you import knowledge entries, follow these restrictions and guidelines:

· The ZIP file can contain only DOC files and cannot contain folders.

· In the knowledge content to be imported, use only the hard return for a line break. Do not use the soft return.

· For images in the knowledge content to be imported, embed the images into the text and set a separate paragraph for each image.

· If the knowledge content to be imported contains texts in special formats, the system clears the special formats and displays the default font after import.

· In the current software version, the knowledge content to be imported cannot contain tables or hyperlinks.

Customize columns

Perform this task to customize columns displayed on the Created by Me page.

To customize columns on the Created by Me page:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > My Knowledge. You are placed on the Created by Me tab by default.

3. Click Customize Columns and adjust the columns in the window that opens.

¡ To display a column on Created by Me page, select it. To hide a column, unselect it.

¡ To adjust the display order of a column, perform the following tasks:

- To move up a column, click the icon in the Actions column for it.

- To move down a column, click the icon in the Actions column for that column.

- To move a column to the top, click the icon in the Actions column for that column.

- To move a column to the bottom, click the icon in the Actions column for it.

My favorites

On this tab, you can uniformly manage your favorite knowledge entries, for example, remove a knowledge entry or batch remove knowledge entries from the favorites and view details of a favorite knowledge entry.

Batch remove from favorites

To batch remove one or more knowledge entries from the favorites:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > My Knowledge.

You are placed on the Created by Me tab by default.

3. Click the My Favorites tab.

4. Select one or multiple knowledge entries, and click Batch Remove. The confirmation dialog box opens.

5. Click OK.

Remove a knowledge entry from favorites

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > My Knowledge.

You are placed on the Created by Me tab by default.

3. Click the My Favorites tab.

4. Click the Remove icon in the Actions column for the knowledge entry to be removed from the favorites.

5. Click OK.

View knowledge details

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > My Knowledge.

You are placed on the Created by Me tab by default.

3. Click the My Favorites tab.

4. Click the Details icon in the Actions column for a favorite knowledge entry to view its details.

Customize columns

Perform this task to customize columns displayed on the My Favorites page.

To customize columns on the My Favorites page:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > My Knowledge.

You are placed on the Created by Me tab by default.

3. Click the My Favorites tab.

4. Click Customize Columns and adjust the columns in the window that opens.

¡ To display a column on My Favorites page, select it. To hide a column, unselect it.

¡ To adjust the display order of a column, perform the following tasks:

- To move up a column, click the icon in the Actions column for it.

- To move down a column, click the icon in the Actions column for that column.

- To move a column to the top, click the icon in the Actions column for that column.

- To move a column to the bottom, click the icon in the Actions column for it.

Review knowledge

From this menu, you can uniformly manage the knowledge entries to be reviewed.

View knowledge entries to be reviewed

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > Review Knowledge.

To-be-reviewed knowledge entry list contents

¡ Title: Title of the knowledge entry.

¡ Knowledge Category: Category of the knowledge entry.

¡ Knowledge Type: Type of the knowledge entry.

¡ Created By: User who created the knowledge entry.

¡ Updated By: User who updated the knowledge entry.

¡ Created At: Time when the knowledge entry was created.

¡ Updated At: Time when knowledge entry was updated.

Review knowledge entries

To review a knowledge entry to be reviewed:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > Review Knowledge.

3. Click the Review icon in the Actions column for the knowledge entry to be reviewed.

4. Set the review permissions, enter the comments, and click Publish or Reject as needed.

When you review a knowledge entry, follow these restrictions and guidelines:

· If you click Publish, the state of the knowledge entry changes from To be Reviewed to Published. If you click Reject, the state of the knowledge entry changes from To be Reviewed to Rejected.

· A rejected knowledge entry will be returned to the knowledge entry creator. You can view rejected knowledge entries on the Knowledge Management > My Knowledge > Created by Me page.

Manage knowledge types

From this menu, you can manage the knowledge types. For example, you can add, delete, or edit knowledge types and view details of knowledge types.

When you manage knowledge types, follow these restrictions and guidelines:

· The name and the identification key of a knowledge type must be unique.

· You cannot delete or edit knowledge types Technical Doc, Operation Doc, and Business Knowledge.

View the knowledge type list

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > Manage Knowledge Types.

Knowledge type list contents

¡ Name: Name of the knowledge type.

¡ Identification Key: Identification key of the knowledge type. An identification key is a unique identifier for a knowledge type.

¡ Description: Description of the knowledge type.

Add or edit a knowledge type

To add a new knowledge type or edit an existing knowledge type:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > Manage Knowledge Types.

3. Click Add, or click the Edit icon in the Actions column for the knowledge type to be edited.

4. Enter or edit the name, identification key, and description.

5. Click Save.

View knowledge type details

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Knowledge Management > Manage Knowledge Types.

3. Click the Details icon in the Actions column for a knowledge type to view its details.

Duty management

Duty management allows you to schedule duties for IT operations and maintenance personnel to improve their work efficiency.

Scheduling rules

Scheduling rule is the basic function of the duty management module.

Before adding a scheduling rule for a workgroup, you must first add a scheduling workgroup. Before adding a scheduling plan for a workgroup, you must first add a scheduling rule for the workgroup.

Add a process workgroup

For more information, see "Add a process workgroup."

View the scheduling rule list

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Duty Management > Scheduling Rule.

Scheduling rule list contents

¡ Workgroup: Workgroup for a scheduling rule.

¡ Shifts: Number of shifts for each day.

¡ Created By: Personnel who created the scheduling rule.

¡ Created At: Time when the scheduling rule was created.

¡ Updated By: Personnel who updated the scheduling rule.

¡ Updated At: Time when the scheduling rule was updated.

Add or edit a scheduling rule

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Duty Management > Scheduling Rules.

3. Click Add, or click the Edit icon in the Actions column for the target scheduling rule.

4. Specify objects, shift settings, and other settings.

5. Click Next, and specify the personnel on duty.

6. Click OK.

The total number of people on duty for all shifts must not be greater than the number of operators in the workgroup.

View scheduling rule details

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Duty Management > Scheduling Rules.

3. Click the Details icon in the Actions column for the target scheduling rule to view the detailed information.

Scheduling plans

This function allows you to manage scheduling plans and view the scheduling method, start date, end date of scheduling plans.

View the scheduling plan list

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Duty Management > Scheduling Plans.

Scheduling plan list contents

¡ Workgroup: Workgroup for a scheduling plan.

¡ Scheduling Method: Scheduling method for a scheduling plan.

¡ Scheduling Period: Intervals based on which scheduling plans are copied within the specified time range

¡ Days of Week: Number of planned days in a week.

¡ Start Date: Time when the scheduling plan starts.

¡ End Date: Time when the scheduling plan ends.

¡ Include Weekends: Configures whether to include weekends in the schedule.

¡ Scheduled By: Personnel who made a scheduling plan.

¡ Scheduled At: Total time scheduled.

Add or edit a scheduling plan

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Duty Management > Scheduling Plans.

3. Click Add, or click in the Actions column for an existing entry to open the scheduling guide page.

4. Specify the workgroup for scheduling, scheduling period, and date requirements as needed.

5. Click Next, and then specify the personnel on duty.

6. Click OK.

When you add or edit a scheduling plan (scheduling guide), follow these restrictions and guidelines:

· You cannot create a scheduling plan if no personnel on duty are available on any date in the scheduling period.

· If the Overlapping Scheduling Date Process Method of the workgroup-associated scheduling rule is Remind Before Saving, and the scheduling period of the new scheduling plan overlaps with that of the previous one, you cannot create the scheduling plan.

· Suppose Remind Before Saving is selected for the Overlapping Scheduling Date Processing Method field of the scheduling rule bound to the workgroup, and an existing scheduling plan is configured to exclude weekend. In this case, you cannot successfully add a scheduling plan that requires including weekend and scheduling only for weekend within the same time range. To add such a scheduling plan, delete the existing scheduling plan, configure the new scheduling plan to include weekend, and configure schedules for all dates.

View scheduling plan details

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Duty Management > Scheduling Plans.

3. Click the Details icon in the Actions column for the target scheduling plan to view the detailed information.

Search schedules

This function allows you to search your own or other person's shifts by month or workgroup and highlight the searched user.

When you search for schedules, follow these restrictions and guidelines:

· In the schedule list, if you do not set a shift for a user, you cannot edit the user settings.

· For the holidays added to the holiday parameters (see "Add or edit a holiday"), the schedule list displays only the legal holidays.

· You can modify only persons on duty after the current date. To modify persons on duty for the current date and earlier dates, see "Add a shift adjustment plan."

· The scheduling dates must be specified in ascending order from top to bottom. If not, the scheduling plan dates are displayed abnormally after the scheduling plans are imported.

· For the same day, you must enter all shifts and make sure they are not duplicated. Even if no scheduled personnel are available for a shift, you must enter the shift. If you do not do that, the schedule is displayed abnormally after the scheduling plans are imported.

· To avoid missing content during import, do not leave empty rows between shifts.

· For a person on duty, you must specify the full name for the person. To specify multiple persons, separate their names by using commas (,). A person will be deleted when persons are imported if the person’s full name cannot be obtained.

· To delete a shift or a date, select the whole row, and right-click to delete it. Please do not use the delete key and delete it.

· If a workgroup name, a shift name, or an operator name is purely represented in digits or Boolean value, set the text format for the field to avoid import failure.

Search schedules

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Duty Management > Search Schedules.

3. Click Open Search to expand the advanced search area. If you select a month, the Workgroup column displays all the scheduled workgroups in that month, and the Highlighted User column displays all the scheduled users in that month.

4. If you do not select a month, the Workgroup column displays all the scheduled workgroups in the current month, and the Highlighted User column displays all the scheduled users in the current month.

5. If you select a workgroup, the Highlighted User column displays all the scheduled users in that workgroup.

6. If you select a highlighted user, the schedule list will highlight the user.

7. You can click the name of a scheduled user to edit scheduled users.

8. You can set holidays in the Holiday Parameters. For more information, see "Add or edit a holiday."

Print schedules

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Duty Management > Search Schedules.

3. Click Print to print the current schedule list.

4. If you have performed a search operation, the filtered schedule list will be printed.

You must adjust the layout of the printout according to the screen resolution in order to display the full schedule list.

Import schedules

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Duty Management > Search Schedules.

3. Click Import to open the file importing page.

4. Click Download Import Templates to download the templates for importing files.

5. Enter file content based on the template format, and then click Select to upload the file.

6. After the scheduling plans are imported, the plans for duplicate dates (if any) are directly overwritten. You can import scheduling plans before the current date, and save them as scheduling records.

When you import schedules, follow these restrictions and guidelines:

· When parsing the imported file, the system cannot recognize the workgroups not associated with any scheduling rules or shifts with incorrect names.

· If an exception occurs in the imported schedule list, you can edit the imported file and import it again.

Shift adjustment plans

This function allows you to adjust persons on duty in scheduling plans through covering or swapping shifts.

View shift adjustment plan list

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Duty Management > Shift Adjustment Plans.

Shift adjustment plan list contents

¡ Created By: Personnel who created the shift adjustment plan.

¡ Creation At: Time when the shift adjustment plan was created.

¡ Start Date: Time when the shift adjustment plan starts.

¡ End Date: Time when the shift adjustment plan ends.

¡ Original Person on Duty: Original personnel on duty in the shift adjustment plan.

¡ Current Person on Duty: Current personnel on duty in the shift adjustment plan.

¡ Covering Method: Method of each shift adjustment plan. Options include Cover shifts and Swap shifts.

Add a shift adjustment plan

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Duty Management > Shift Adjustment Plans.

3. Edit the original scheduling plan based on the selected shift adjustment method.

¡ For the Cover shifts method, enable another person to work the shift for the original person within the specified time range.

¡ For the Swap shifts method, swap two persons’ shifts within the specified time range.

4. Click OK.

When you add a shift adjustment plan, follow these restrictions and guidelines:

· The start date and end date should be within the period of the original scheduling plan, and the start date cannot be later than the end date.

· The Original Person on Duty parameter specifies the personnel on duty between the start date and the end date.

· The Current Person on Duty parameter can be any person in the work group.

· You can specify only one person for the Current Person on Duty and the Original Person on Duty parameters.

Shift handovers

This function enables personnel on duty to write duty logs, and hand them over to the next shift for acknowledgment.

To configure the process of shift handovers, see "Custom lists."

View shift handover list

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Duty Management > Shift Handovers.

Shift handover list contents

¡ Title: Name of the shift handover ticket.

¡ Current Processor: Current processor of the shift handover ticket.

¡ Initiator: Personnel who initiated the shift handover ticket.

¡ Created At: Time when the shift handover ticket was created.

Create a shift handover ticket

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Duty Management > Shift Handovers.

3. Click Create.

4. Enter instance parameters and then click Submit or Save.

Copy a shift handover ticket

Perform this task to copy a duty log process instance. To copy a shift handover ticket:

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Duty Management > Shift Handovers.

3. Select an existing shift handover ticket, and then click Copy.

4. On the page that opens, you can copy and edit on the existing shift handover ticket.

5. Click the Submit or Save to complete the operation and view the ticket on the I Created page on the service desk.

Export a shift handover ticket

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Duty Management > Shift Handovers.

3. Click Export to open the Export Custom List.

4. Select Export selected items or Export all, specify the format (XLS or CSV), specify fields for the custom list and form, and then click OK.

Process management

This module is the core of the system, which provides unified management of process template design, process form design, service process configurations, process authorization, form templates, and process instance monitoring.

Design process templates

This function allows you to perform unified management for process templates.

When you design a process template, follow these restrictions and guidelines:

· You cannot delete a process template that has been specified for service process configuration.

· Deleting a process template also deletes other versions under this process template.

· In the current software version, the listener tab in the attribute column of process template design is not in use. Relevant functions are being developed.

View process template categories

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Design Process Templates.

The process template category list is displayed on the left.

View process templates

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Design Process Templates.

The process template list is displayed on the right.

Process template list contents

¡ Name: Name of the process template.

¡ ID Key: ID key of the process template.

¡ Version Number: Version number of the process template.

¡ State: Current state of the process template.

¡ Created By: Person who created the process template.

¡ Created At: Time when the process template was created.

¡ Updated By: Person who updated the process template.

¡ Updated At: Time when the process template was updated.

Add or edit a process template category

To add a process template category or edit an existing process template category:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Design Process Templates.

3. To add a process template category, click Add in the Process Template Categories area, or click the icon for an existing process template category. To edit a process template category, click the icon for that category.

4. Specify the process template category information.

5. Click OK.

When you add or edit a process template category, follow these restrictions and guidelines:

· When you add a process template category, the fields marked with an asterisk (*) are required. You need to specify values for such fields as prompted.

· You cannot edit the data entry display type for the process template category.

· The name of a process template category can be repeatedly used, but the ID key must be unique.

Add or edit a process template

To add a process template or edit an existing process template:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Design Process Templates.

3. To add a process template, click Add. To edit a process template, select a process template and then click Edit, or click the icon in the Actions column for that process template.

4. In the Process Designer page that opens, specify the general attributes.

5. Click the Save icon.

View process template details

Perform this task to view detailed information about process templates, including basic information, JSON source code, BPMN source code, and flowchart.

To view process template details:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Design Process Templates.

3. Click the icon in the Actions column for the process template.

When you view the process template details, follow these restrictions and guidelines:

· For a process template in published state, the process template details page displays the basic process template information, JSON source code, BPMN source code, and flowchart.

· For a process template in created state, the process template details page displays the basic process template information and JSON source code.

Copy a process template

Perform this task to copy a process template. If you edit only the general attributes without editing the design content, the copied process template shares the same workflow as the original process template.

To copy a process template:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Design Process Templates.

3. Click the icon in the Actions column for the process template.

4. In the Process Designer page that opens, edit the general attributes.

5. Click the Save icon.

NOTE:

After you successfully copy a process template in created state, a process template in created state is added to the process template list.

Publish a process template

To change the state of a process template from created to published:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Design Process Templates.

3. Click the icon in the Actions column for a process template.

When you publish a process template, follow these restrictions and guidelines:

· According to BPMN specifications, a process can be successfully published as long as it contains a start node, even if it does not have any end node, task node, or connection.

· A newly created process template is in created state and cannot be specified for service process configuration. To specify the process template for service process configuration, click the icon in the Actions column to change the state of the process template from created to published.

Manage versions

Perform this task to implement unified version management.

Edit a process template

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Design Process Templates.

3. Click the icon in the Actions column for the process template.

4. In the Process Designer page that opens, edit the general attributes.

5. Click the Save icon.

When you edit a process template, follow these restrictions and guidelines:

· The process for editing the template in created state is different from the process for editing the template in published state. Editing the template in the created state directly edits the template information. However, editing the template in the published state does not directly edit the template information. Instead, it adds a new data entry in created state and increase the version number by one based on the current maximum version number on the Processes > Design Process Templates > Manage Versions page.

· Published process templates do not support editing the ID key.

View detailed information about a process template

For more information, see "View process template details."

Set a process template as the major version

To set a published process template in the version management list as the major version:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Design Process Templates.

3. In the process template list, click the icon in the Actions column for the target process template.

4. In the version management list, click the icon in the Actions column for the target process template.

This process template is in published state and its version is not the major version.

5. In the confirmation dialog box that opens, click OK.

When you set a process template as the major version, follow these restrictions and guidelines:

· The major version cannot be deleted.

· Only process templates in published state can be set as the major version.

· Process templates set as the major version will be displayed in the process template design.

· When multiple versions exist in the version management list, to specify a specific version, click in the Actions column to set its state to published (this step is only for process templates in the created state), and then click in the Actions column to specify it as the major version.

Publish a process template

For more information, see "Publish a process template."

Design process forms

This function allows you to perform unified management for process forms.

When you design process forms, follow these restrictions and guidelines:

· If there are process forms under the process form category or if there are process forms under its sub-process form category, the process form category cannot be deleted.

· You cannot delete a process form that has been specified for service process configuration.

· Deleting a process form also deletes other versions under this process form.

View process form categories

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Design Process Forms.

The process form category list is displayed on the left.

View process forms

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Design Process Forms.

The process form list is displayed on the right.

Process form list contents

¡ Name: Name of the process form.

¡ ID Key: ID key of the process form.

¡ Version Number: Version number of the process form.

¡ State: Current state of the process form.

¡ Created By: Person who created the process form.

¡ Created At: Time when the process form was created.

¡ Updated By: Person who updated the process form.

¡ Updated At: Time when the process form was updated.

Add or edit a process form category

To add a process form category or edit an existing process form category:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Design Process Forms.

3. In the Process Form Categories pane, click Add or the icon after an existing process form category, or click the icon after an existing process form category.

4. Enter or edit process form category information.

5. Click OK.

When you add or edit a process form category, follow these restrictions and guidelines:

· When you add a process form category, the fields marked with an asterisk (*) are required. You need to specify values for such fields as prompted.

· You cannot edit the data entry display type for the process form category.

· The name of a process form category can be repeatedly used, but the ID key must be unique.

Add or edit a process form

To add a process form or edit an existing process form:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Design Process Forms.

3. Click Add, or select an existing process form and click Edit, or click the icon in the Actions column for an existing process form.

4. Enter or edit process form information.

5. Click the Save icon.

When you add or edit a process form, follow these restrictions and guidelines:

· A newly created process form is in draft state. You cannot specify a process form in draft status for service process configuration. To do that, click in the form designer, select the publish form option, and click OK to change the state of the process form from draft to published.

· The process for editing the process form in draft state is different from the process for editing the process form in published state. Editing the process form in the draft state directly edits the process form information. However, editing the process form in the published state does not directly edit the process form information. Instead, it adds a new data entry in created state and increase the version number by one based on the current maximum version number on the Processes > Design Process Forms > Manage Versions page.

· When designing the form designer, the total length of text controls and multi-text controls cannot be greater than or equal to 65535, as the effective total length of all Varchar types in the database table is 65535 bytes.

· In the form designer, the numeric input box control and text box type as a numeric control belong to the Number type. The date control belongs to the Date type. The remaining form controls belong to the Varchar type. These three types cannot be converted to each other.

· In the form designer, if the form contains an attachment control, performing the open operation will clear the attachment template data, and the attachment template needs to be uploaded again.

· When adding role group, organization, and workgroup controls in the form designer, you cannot assign values by clicking the controls.

· To ensure the ID uniqueness on the entire page, the ID of the form control will be checked for uniqueness with the entire page. As a best practice when adding or editing a control ID, add a unique prefix.

· If multiple users add the same form ID key form in a concurrent situation, multiple forms with the same form ID key might be generated.

· If multiple users edit the same published form and click the save or republish button in a concurrent situation, multiple forms with the same form version might be generated.

· When customizing control names, do not include special characters such as single quotes (').

View process form details

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Design Process Forms.

3. Click in the Actions column for the target process form.

Manage versions

Perform this task to implement unified version management.

Set a process form as the major version

To set a published process form in the version management list as the major version:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Design Process Forms.

3. In the process form list, click the icon from the Actions column for an existing process form.

4. In the version management list, click the icon from the Actions column for a form version.

This process form is in published state and its version is not the main version.

5. In the dialog box that opens, click OK.

Edit a process form

6. On the top navigation bar, click ITSM.

7. From the navigation pane, select Processes > Design Process Forms.

8. In the process form list, click the icon from the Actions column for an existing process form.

9. Click in the Actions column for the target entry.

10. Edit the process form as needed.

11. Click Save.

NOTE:

The process for editing the process form in draft state is different from the process for editing the process form in published state. Editing the process form in the draft state directly edits the process form information. However, editing the process form in the published state does not directly edit the process form information. Instead, it adds a new data entry in created state and increase the version number by one based on the current maximum version number on the Processes > Design Process Forms > Manage Versions page.

Publish a process form

To change the state of a process form from created to published:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Design Process Forms.

3. Click the icon in the Actions column for a process form.

4. Click the icon in the Actions column for a process form.

Set a process form as the major version

To set a published process form in the version management list as the major version:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Design Process Forms.

3. In the process form list, click the icon in the Actions column for the target process form.

4. In the version management list, click the icon in the Actions column for the target process form.

This process form is in published state and its version is not the major version.

5. In the confirmation dialog box that opens, click OK.

When you set a process form as the major version, follow these restrictions and guidelines:

· The major version cannot be deleted.

· Only process forms in published state can be set as the major version.

· Process forms set as the major version will be displayed in the process form design.

· When multiple versions exist in the version management list, to specify a specific version, click in the form designer, select the publish form option, and click OK to change the state of the process form to published (this step is only for process forms in the created state). Then click in the Actions column to specify it as the major version.

Copy a process form

To copy a process form that has the same attributes and configuration as the original process form:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Design Process Forms.

3. Click the icon in the Actions column for an existing process form.

4. Enter a new name and a new ID key.

5. Click OK.

After a process form is copied, a process form in draft state is added to the process form design page.

Create a form template

Perform this task to create a form template for predefining certain default form values that can be used during process execution.

To create a template:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Design Process Forms.

3. Click the icon in the Actions column for an existing process form.

4. Enter a form title, select a template type, and enter form defaults.

5. Click Save.

NOTE:

When you create a form template, the fields marked with an asterisk (*) are required. You need to specify values for such fields as prompted.

Clear the metadata

Perform this task to clear the metadata of a process form. After you perform this task, the process form cannot be referenced by a service process.

To clear the metadata:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Design Process Forms.

3. Click the icon in the Actions column for an existing process form.

4. In the dialog box that opens, click OK.

When you clear the metadata, follow these restrictions and guidelines:

· After metadata is cleared, this form cannot be used for service process configuration.

· Forms used for service process configuration cannot have metadata cleared.

· Metadata can be recreated in the form designer after it is cleared.

Open the template list

Perform this task to manage form templates.

To open the template list:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Design Process Forms.

3. Click the icon in the Actions column for an existing process form.

Manage form-based templates

Perform this task to generate template data based on a published form on the ITSM > Processes > Design Process Forms > Form Template List > Create Form Template page. When creating a new process instance, you can click Use Template to specify the template data.

NOTE:

When you manage form-based templates, the template type cannot be edited.

Create a form-based template

To create a template based on a published form:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Design Process Forms.

3. Click the icon in the Actions column for an existing process form.

4. Click Add.

5. Enter a form title, select a template type, and enter form defaults.

6. Click Save.

When you create a form-based template, follow these restrictions and guidelines:

· If the form contains multiple sub-forms, you can create a form template based on each sub-form.

· The Processes > Design Process Forms > Form Template List > Create Form Template page and Processes > Design Process Forms > Create Form Template page display the same content, except for the difference in the path on top of the list.

· The form template supports controls such as text box, number input box, date, text area, initiator, work group, organization, user selection box, follow-up comments, multiple choices, single choice, drop-down box, drop-down tree, and cascading selection box. It does not support rich text, role group, attachment, resource-related, and basic data controls. The unsupported controls will be hidden when you creating the template.

· No form validation is performed when you create the form template. If a custom validation script exists in the form, the validation will be executed based on the script content.

Edit a form-based template

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Design Process Forms.

3. Click the icon in the Actions column for an existing process form.

4. Click the icon in the Actions column.

5. Edit the form title and content control values.

6. Click Save.

View the form-based template details

7. On the top navigation bar, click ITSM.

8. From the navigation pane, select Processes > Design Process Forms.

9. Click the icon in the Actions column for an existing process form.

10. Click the icon in the Actions column.

Configure service processes

This function allows you to configure forms and processors for tasks and configure attributes, child tasks, CC, reminder, and knowledge association settings for nodes based on the process template design.

Before adding service process configuration, you need to perform the following operations:

· Select a service process configuration category.

· Create a process template and process form. You can select process templates and process forms for service process configuration only when they are in the published state.

View process categories

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Service Processes.

The process category list is displayed on the left.

View service processes

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Service Processes.

The service process list is displayed on the right.

Service process list contents

¡ Name: Name of the service process.

¡ ID Key: ID key of the service process.

¡ Type : Type of the service process.

¡ Number: Number of the service process.

¡ Version Number: Version number of the service process.

¡ State: Current state of the service process.

¡ Created By: Person who created the service process.

¡ Created At: Time when the service process was created.

¡ Updated By: Person who updated the service process.

¡ Updated At: Time when the service process was updated.

Add or edit a service process category

To add a service process category or edit an existing service process category:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Service Processes.

3. In the Process Categories pane, click Add or the icon for an existing process category, or click the icon for an existing process category.

4. Enter or edit process category information.

5. Click OK.

When you add or edit a service process category, follow these restrictions and guidelines:

· When you add a service process category, the fields marked with an asterisk (*) are required. You need to specify values for such fields as prompted.

· You cannot edit the data entry display type for the service process category.

· The name of a service process category can be repeatedly used, but the ID key must be unique.

· If service processes exist under the service process category or its sub-categories, the service process category cannot be deleted.

· Predefined service process categories cannot be added, modified, or deleted.

Add or edit a service process

To add a service process or edit an existing service process:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Service Processes.

3. Click Add, or click the icon in the Actions column for the service process to be edited.

4. Enter basic information, and bind a process template and a process form.

5. Click OK.

When you add or edit a service process, follow these restrictions and guidelines:

· When you add a service process, the fields marked with an asterisk (*) are required. You need to specify values for such fields as prompted.

· When editing the service process in published state, you cannot edit the binding between the process template and the process form, but you can change the form version.

· The name of a service process category can be repeatedly used, but the ID key must be unique.

· To edit the form settings when you edit a service process, click Form Settings on the Configure Process Settings page that opens, configure the form settings, and then click Save&Next.

Import service processes

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Service Processes.

3. Click Import.

4. Click Select File and then select a local file.

5. Click OK.

Export service processes

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Service Processes.

3. Select one or multiple service processes in published state.

4. Click Export.

When you import or export service processes, follow these restrictions and guidelines:

· Only service processes in the published state can be exported.

· An import or export operation supports up to 15 service processes.

· The attachment templates in the form's attachment control and attachment management cannot be exported.

· Subtask and ticket association configurations in the service process cannot be exported.

· If form controls in the process form are bound to system data (such as ticket codes, work groups, basic data, data dictionaries, and resources), no validation will be performed during the import process. After a successful import operation, if the system does not have these data, you need to add these data to the system and bind them in the form again.

· When you import service processes, users specified for user-related settings in the service processes are not verified. You must reconfigure the users again. Such user-related settings include processor, CC, reminder, countersignature, satisfaction survey, and regular execution rule settings. As a best practice, specify Created By or admin for user-related settings in service processes. After you import the service processes, reconfigure the users.

· Seven predefined tickets (release ticket, equipment room access application ticket, service system access permission application ticket, service system administrator permission change application ticket, domain name application ticket, firewall policy application ticket, and dedicated line access application ticket) are available, and can be imported in a zip package.

View process details

To view basic information and update information for a service process:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Service Processes.

3. Click the icon in the Actions column for a service process.

Configure process settings

This function allows you to configure initialization, process template, form, variable, processor, and node settings for a service process to run.

When you configure process settings, follow these restrictions and guidelines:

· You must configure the global form, node form, or both.

· If you do not configure the global form or detailed form, the form content cannot be viewed after the process execution is completed.

· If you do not configure the print form, you cannot print the form or its content.

· To bind a mobile form to a service process, first make sure you have created a form of the mobile terminal type when you design a process form. Then select Yes for the Support mobile forms field on the service process configuration page.

· Make sure each user task is configured with a processor. If this condition is not met, the publish operation will fail.

· The self-service user satisfaction evaluation page does not display the survey content form data.

· The input control with a search icon in the service process is a read-only control and cannot be edited.

· As a best practice, do not use rich text controls as conditions in the service process configuration.

Initialization

Perform this task to view basic information about a service process, including the name, ID key, category, exclusive service models, state, ID, and description of a service process.

To view basic information of a process:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Service Processes.

3. Click the icon in the Actions column for a service process.

4. The first step is initialization.

Process template settings

To view process diagrams:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Service Processes.

3. Click the icon in the Actions column for a service process.

4. Click the Process Template Settings tab on the top or click Next at the bottom.

Form settings

Perform this task to configure a process form. You can configure a global form, start form, details form, and node form according to your service and printing requirements.

To configure a form:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Service Processes.

3. Click the icon in the Actions column for a service process.

4. Click the Form Settings tab on the top or click Next twice at the bottom.

Variable settings

To configure form variables in a task node:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Service Processes.

3. Click the icon in the Actions column for a service process.

4. Click the Variable Settings tab on the top or click Next twice at the bottom and click Save&Next.

Processors

To configure the processors for each user task in a process template:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Service Processes.

3. Click the icon in the Actions column for a service process.

4. Click the Processors tab on the top or click Next twice at the bottom and click Save&Next.

Node settings

Perform this task to configure node parameters, including button settings, message notification, alert settings, and CC settings. You can configure attributes for a process or for a single node.

To configure node settings:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Service Processes.

3. Click the icon in the Actions column for a service process.

4. Click the Node Settings tab on the top or click Next twice at the bottom and click Save&Next.

5. Click Close.

On the node settings page, you can configure the following functions:

Process property settings

6. On the top navigation bar, click ITSM.

7. From the navigation pane, select Processes > Service Processes.

8. Click the icon in the Actions column for a service process.

9. Click the Node Settings tab on the top, or click Save&Next after you configure the relevant parameters.

10. Click the icon in the Actions column for a service process.

11. Click Save.

NOTE:

The process property settings are displayed in tab or on the form page. These settings can be displayed in the Process Instances page only after you enable them.

Notification settings

Perform this task to configure notification messages during the process, including the following tabs:

· Notification Templates: You can configure notification settings for these operation types: Task Ownership, Create and Execute, Save, Transfer, and Assist.

· CC Settings: Enables users or groups to be notified of the state of process tasks.

· Remind: Alerts users or groups to process their process tasks.

To configure notification settings:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Service Processes.

3. Click the icon in the Actions column for a service process.

4. Click the Node Settings tab on the top, or click Save&Next after you configure the relevant parameters.

5. Click the icon in the Actions column for a node.

6. Click Save.

When you configure notification settings, follow these restrictions and guidelines:

· You must select the email or SMS option. If you do not select the option, you will not receive emails or SMS messages. To receive emails or SMS messages of specific operation type, make sure you have selected the operation type.

· When configuring CC and reminder, you need to select the notification type. If you do not select the notification type, you will not receive notifications.

Satisfaction survey settings

Perform this task to configure satisfaction survey settings for a process, including the following tabs:

· Basic Settings: Basic information about satisfaction survey. Specify whether to enable satisfaction survey.

· Reminder Settings: Reminds users to complete satisfaction survey.

· Notification Escalation Settings: Enables the user to pay attention to low satisfaction.

To configure satisfaction survey settings:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Service Processes.

3. Click the icon in the Actions column for a service process.

4. Click the Node Settings tab on the top, or click Save&Next after you configure the relevant parameters.

5. Click the icon in the Actions column for a node.

6. Click Save.

When you configure satisfaction survey settings, follow these restrictions and guidelines:

· To enable basic configuration, reminder configuration, and notification upgrade configuration, you must select the corresponding option.

· If no satisfaction is provided within the specified time, the system will automatically provide an evaluation with a default five-star rating.

· The tasks that are in satisfaction feedback progress will be displayed as suspended. If a process has no child process created during execution and is suspended without any reason, you need to check whether satisfaction feedback has been configured.

Node property settings

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Service Processes.

3. Click the icon in the Actions column for a service process.

4. Click the Node Settings tab on the top, or click Save&Next after you configure the relevant parameters.

5. Click the icon in the Actions column for a node.

6. Click Save.

NOTE:

When performing resource changes, you need to specify configuration item change in the node property configuration.

Child task settings

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Service Processes.

3. Click the icon in the Actions column for a service process.

4. Click the Node Settings tab on the top, or click Save&Next after you configure the relevant parameters.

5. Click the icon in the Actions column for a node.

6. Click Save.

Scheduled execution rules

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Service Processes.

3. Click the icon in the Actions column for a service process.

4. Click the Node Settings tab on the top, or click Save&Next after you configure the relevant parameters.

5. Click the icon in the Actions column for a node.

6. After configuration, click Save.

When you configure scheduled execution rules, follow these restrictions and guidelines:

· When the countersignature is enabled, the scheduled execution rule cannot be used.

· To enable notification, set the operation type to automatic submission in the notification configuration for the corresponding node, and select notification configuration. Without the configuration, you cannot receive any notification.

Knowledge association

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Service Processes.

3. Click the icon in the Actions column for a service process.

4. Click the Node Settings tab on the top, or click Save&Next after you configure the relevant parameters.

5. Click the icon in the Actions column for a node.

6. Click Save.

Ticket association settings

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Service Processes.

3. Click the icon in the Actions column for a service process.

4. Click the Node Settings tab on the top, or click Save&Next after you configure the relevant parameters.

5. Click the icon in the Actions column for a node.

6. Click Save.

When you configure ticket association settings, follow these restrictions and guidelines:

· When you associate duplicate tickets, the tickets must be created by using the same service process configuration, and these tickets must be operated by the current operator or include the current operator.

· The child process can pass form values to the parent process only after the child process is completed correctly.

Gateway settings

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Service Processes.

3. Click the icon in the Actions column for a service process.

4. Click the Node Settings tab on the top, or click Save&Next after you configure the relevant parameters.

5. Click the icon in the Actions column for a node.

6. Click Save.

Configure process permission profiles

This function allows you to authorize service processes, including rights for creating tickets and delegating work.

When you configure process permission profiles, follow these restrictions and guidelines:

· A process permission takes effect only after it is enabled.

· Turning off the process permission for a process permission profile or unselecting Process for a task when you edit a process permission profile does not stop a task delegation that has already been created. However, the delegatee cannot view the process instance assigned to the delegator on the Service Desk > Pending Tickets > Delegated to Me page.

View the process permission profile list

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Process Permission Profiles.

Process permission list contents

¡ Profile Name: Name of the process permission profile.

¡ On: Enable or disable the process permission.

¡ Created At: Time when the process permission profile was created.

¡ Updated At: Time when the process permission profile was created.

Add or edit a process permission profile

To add a process permission profile or edit an existing permission profile:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Process Permission Profiles.

3. Click Add or click the icon for the process permission profile to be edited.

4. Enter a profile name, select the On option, select processes, and select creators and task processor.

5. Click Save.

When you add or edit a process permission profile, follow these restrictions and guidelines:

· For process settings to take effect, select the check box before Process or Create.

· Process Instance: Create corresponds to the Service Desk > New Tickets > Ticket Types page. You can create tickets for processes in the list.

· Task: Process corresponds to the Service Desk > Task Delegations page. If the delegation type is All, the delegatee must have the same or more process permissions than the current logged-in user. If the delegation type is Part, the delegatee must be able to handle each of those processes.

View permission profile details

To view the profile name, process settings, and processor settings:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Process Permission Profiles.

3. Click the icon for the target process permission profile.

Manage form-based templates

Perform this task to generate template data based on a published form on the ITSM > Processes > Form Templates > Select Form to Create Template > Create Form Template page. When creating a new process instance, you can click Use Template to specify the template data.

When you manage form-based templates, you cannot change the type of a form template.

View the form template management list

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Form Templates.

Form template management list contents

¡ Template Title: Name of the form template.

¡ Form Title: Name of the form.

¡ Form Version: Version of the form.

¡ Template Type: Type of the form template.

¡ Created At: Time when the form template was created.

¡ Created By: Person who created the form template.

¡ Edited At: Time when the form template was edited.

¡ Edited By: Person who edited the form template.

Select a form to create a template

This function allows you to create and view form templates.

View process form categories

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Form Templates.

3. Click Add.

The process form category list is displayed on the left.

View the process form list

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Form Templates.

3. Click Add.

The process form list is displayed on the right.

Process form list contents

¡ Name: Name of the process form.

¡ ID Key: ID key of the process form.

¡ Type: Type of the process form.

¡ Version Number: Version number of the process form.

¡ Created By: Person who created the process form.

¡ Created At: Time when the process form was created.

¡ Updated By: Person who updated the process form.

¡ Updated At: Time when the process form was updated.

Create a form-based template

Perform this task to create a template based on a published form.

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Form Templates.

3. Click Add.

4. Select a process form category, select a form, and click Create Template or click the icon for an existing process form in the Actions column.

5. Enter a template title, select a template type, and enter form defaults.

6. Click Save in the upper right corner of the page.

When you create a form-based template, follow these restrictions and guidelines:

· If a form contains multiple sub-forms, you can create a form template based on each sub-form.

· The Processes > Design Process Forms > Form Template List > Create Form Template page, Processes > Design Process Forms > Create Form Template page, and Processes > Form Templates > Select Form to Create Template > Create Form Template page display the same content, except for the difference in the path on top of the list.

· No form validation is performed when you create the form template. If a custom validation script exists in the form, the validation will be executed based on the script content.

View details of a template

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Form Templates.

3. Click Add.

4. Select a process form category, select a form, and click View Template or click the icon for an existing process form in the Actions column.

View details of a form-based template

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Form Templates.

3. Click Add.

4. Select a process form category, select a form, and click View Template or click the icon in the Actions column for an existing process form.

5. Click the icon in the Actions column for a form template.

Edit a form-based template

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Form Templates.

3. Click Add.

4. Select a process form category, select a form, and click View Template or click the icon in the Actions column for an existing process form.

5. Click the icon in the Actions column for a form template.

6. Edit the template title and content control values.

7. Click Save.

Monitor process instances

The Process Instances page displays only process instances that are in Running, Suspended, Pending for Ownership Assignment, Aborted, or Finished state. You can perform unified management for these process instances.

View service process categories

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Process Instances.

The service process category list is displayed on the left.

View the process instance list

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Process Instances.

The process instance list is displayed on the right.

Process instance list contents

¡ Event: Name of the process instance.

¡ Number: Number of the process instance.

¡ Process Name: Template name of the process instance.

¡ State: Current state of the process instance.

¡ Current Node: Current state of the node where the process instance resides.

¡ Current Processor: Processor of the process instance.

¡ Created by: User who created the process instance.

¡ Created At: Time when the process instance was created.

¡ Category Name: Name of the category to which the service instance belongs.

¡ Caller: Caller of the service instance.

Custom columns

Perform this task to customize columns displayed on the Process Instances page.

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Process Instances.

3. Click Customize Columns and adjust the columns on the window that opens.

¡ To display a column on the Process Instances page, select it. To hide a column, unselect it.

¡ To adjust the display order of a column, perform the following tasks:

- To move up a column, click the icon in the Actions column for it.

- To move down a column, click the icon in the Actions column for it.

- To pin a column to the top, click the icon in the Actions column for it.

- To pin a column to the bottom, click the icon in the Actions column for it.

When you select only the Event column to be displayed, the column header will not be expanded to the full table width.

Finish running process instances

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Process Instances.

3. Select one or more running process instances, and then click Finish.

4. In the confirmation dialog box that opens, click OK.

You can finish only running process instances.

Suspend running process instances

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Process Instances.

3. Select one or more running process instances, and then click Suspend.

4. In the confirmation dialog box that opens, click OK.

You can suspend only running process instances.

Resume suspended process instances

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Process Instances.

3. Select one or more suspended process instances, and then click Resume.

4. In the confirmation dialog box that opens, click OK.

When you resume suspended process instances, follow these restrictions and guidelines:

· You can resume only suspended process instances.

· A process instance is successfully resumed if its state has changed from suspended to running.

Transfer process instances

To transfer ownership of the specified process instances:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Process Instances.

3. Select one or more process instances in Running or Pending for Ownership Assignment state, and then click Transfer.

4. In the Transfer Ownership dialog box that opens, select users, user groups, and work groups, and then click Transfer.

When you transfer process instances, follow these restrictions and guidelines:

· You can transfer ownership of only running or pending process instances.

· The transferring operation forcibly changes the owner of the specified process instance.

View detailed information about a process instance

Use this function to view detailed process instance information, including basic information, flowchart, processing records, ticket association, and task list.

To view detailed information about a process instance:

1. On the top navigation bar, click ITSM.

2. From the navigation pane, select Processes > Process Instances.

3. Click the name of an event in the process instance monitor list.

4. On the process instance page that opens, you can submit the process instance if you are the owner. If not, you can only view the process instance information and are not allowed to perform any operations on the process instance.

Parameter settings

This feature allows you to configure the online process users, summary settings, ticket numbering, control panel, data dictionaries, notification publication, and process workgroups.

Online process user

This page provides statistics of user licenses and login users. In addition, it displays detailed information about login users.

When the operator logs in to the system and clicks the ITSM tab, the operator will be regarded as an online process user. The total number of corresponding logins will be increased by one according to the user type, and the total number of corresponding logins will be reduced by one when the user logs out.

Refresh the statistics

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Online Process User.

3. Click Refresh.

View the online user list

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Online Process User.

List contents

¡ Login Name: Login name of the operator.

¡ Full Name: Full name of the operator.

¡ Account Type: Type of the operator account.

¡ Organization: Organization to which the operator belongs.

¡ Role Group: Role group to which the operator belongs.

¡ Email: Email address of the operator.

¡ Contact: Contact of the operator:

¡ Login Time: Time when the operator logged in.

¡ Login IP: IP address used by the operator to log in.

Summary settings

This page allows you configure summary display settings, including the page layout and content.

View the summary setting list

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Summary Settings.

Summary setting list contents

· Name: Name of the summary setting entry.

· Key: Key of the summary setting entry.

· State: Enabling status of the summary setting entry.

Add or edit a dashboard configuration

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Summary Settings.

3. To add a dashboard configuration, click Add. To edit a dashboard configuration, click in the Actions column for it.

4. Specify or edit the name and key as needed.

5. Click Save.

When you add or edit a summary setting entry, make sure the entered key is unique.

Turn on a dashboard configuration

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Summary Settings.

3. Click Off in the State column for a dashboard configuration.

A maximum of one summary setting entry can be enabled on the Summary Settings page.

View details about a dashboard configuration

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Summary Settings.

3. Click in the Actions column for dashboard configuration.

Edit a template

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Summary Settings.

3. Click in the Actions column for a dashboard configuration.

4. Drag the widgets and arrange the layout for the template. To preview the template, click Preview.

5. Click Save to save the template.

Ticket numbering

This page allows you to manage ticket numbering rules.

The fields Reset Interval, SN Length, and Start SN are available only when you select SN-No as the rule type.

View the ticket numbering rule list

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Ticket Numbering.

List contents

¡ ID: Identifier of the ticket numbering rule.

¡ Name: Name of the ticket numbering rule.

¡ Prefix: Prefix used for generating the process number.

¡ Rule: Content of the numbering rule, which can contain a combination of year, month, and day, as well as the serial number.

Add or edit a ticket numbering rule

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Ticket Numbering.

3. To add a ticket numbering rule, click Add. To edit a ticket numbering rule, select it and click Edit.

4. Specify the relevant parameters as needed.

5. Click Save.

View details of a ticket numbering rule

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Ticket Numbering.

3. Click in the Actions column for a ticket numbering rule.

Control panel

This page allows you to manage custom lists, alarm-to-ticket rules, self-service desk menus, dashboard widgets, and basic data.

Custom lists

This page allows you to configure settings related to the issue list, event list, and change list.

When you configure custom lists, follow these restrictions and guidelines:

· The event management, problem management, and change management on the custom lists page correspond to the event management, problem management, and change management on the ITSM > Processes > Service Processes page. The shift handovers management on the custom lists page correspond to the shift handovers management on the ITSM > Duty Management > Shift Handovers page.

· The event management, problem management, and change management lists on the custom lists page correspond to the event management, problem management, and change management on the ITSM > Processes > Service Processes page.

View the custom lists

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Control Panel.

3. Click Custom Lists.

List contents

¡ Name: Name of the custom list.

¡ ID Key: ID key of the custom list.

¡ State: State of the custom list.

¡ Business Process: Name of the business process corresponding to the custom list.

¡ Publish Directory: Directory for the publication of the business process corresponding to the custom list.

¡ Created At: Time when the custom list was created.

Add or edit a custom list

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Control Panel.

3. Click Custom Lists.

4. To add a custom list, click Add. To edit a custom list, click Edit in the Actions column for it.

5. Specify the name, ID key (not configurable), service process, SQL statements, publish directory, and viewing permission, and then click Next. You cannot edit the name and publish directory of predefined issue lists, event lists, and change lists.

6. Click the Header Fields tab and then click Add Field. On the page that opens, select one or multiple fields, and then click Save.

7. Click the Search Conditions tab and then click Add Field. On the page that opens, select one or multiple fields, and then click Save.

8. To save the configuration, click Save. To save and publish the custom list to the specified publish directory, click Save & Publish.

When you add or edit a custom list, follow these restrictions and guidelines:

· To adjust the display order of the header fields or search condition fields, select the field to be adjusted and then click Move Up or Move Down on the Header Fields tab or Search Conditions tab.

· To delete a field from the Header Fields or Search Conditions tab, click the icon in the Actions column for the field.

Preview a custom list

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Control Panel.

3. Click Custom Lists.

4. Click in the Actions column for a custom list.

Alarm-to-ticket rules

This page allows you to manage rules for generating process instance tickets based on alarms.

To obtain fields in an alarm associated with an attribute configuration profile, press F12 on the Alarms page. On the page that opens, obtain the value of serialNo in Application > Local Storage > faultDetailInfo. Visit http://IP:port number/alarmrs/swagger-ui.html, and then input the value of serialNo as a parameter to the API with request method GET and path /fullFault/batch/{ids} under fullFault.

View the list of alarm-to-ticket rules

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Control Panel.

3. Click Alarm-to-Ticket Rules.

List contents

¡ Name: Name of the rule.

¡ ID Key: ID key of the rule.

¡ Process: Process of the rule.

¡ Component Type: Type of component to which the rule belongs.

¡ State: Enabling status of the rule.

Add or edit an alarm-to-ticket rule

Perform this task to bind alarm attributes to process forms for generating tickets from alarms.

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Control Panel.

3. Click Alarm-to-Ticket Rules.

4. To add an alarm-to-ticket rule, click Add. To edit an alarm-to-ticket rule, click in the Actions column for it.

5. Specify basic information and select match information.

¡ In the Basic Info area, enter the name and ID key, and select a category.

¡ In the Match Info area, select a process and an attribute configuration profile.

6. Bind to form.

a. Click Add to create an empty row.

b. Select a form field to bind from the Form Field column.

c. Select an alarm field to bind from the Alarm Field column.

d. Select Convert, Convert to Time, View Resource, Edit Resource, or Delete Resource in the Actions column to perform relevant action on the value transmitted by the alarm.

e. Enter the value in the Value column only if the Convert action is selected.

f. To delete one or multiple entries, select the entries and then click Delete.

7. Click OK.

When you add or edit an alarm-to-ticket rule, follow these restrictions and guidelines:

· You can add a category by navigating to the Parameter Settings > Data Dictionaries page. For more information, see "Add or edit a data category."

· The default alarm categories apply only to internal alarms of U-Center 2.0.

· After you select the Convert action, enter comma-separated key values in the Value column in the format of key1=value1,key2=value2,key3=value3...

· Specify the alarm field as the alarm UUID if you want to perform resource-related operations.

Configure attribute configuration profiles

This page allows you to associate alarm attributes with process form entries so that the alarm attributes can be displayed in the tickets.

Add or edit an attribute configuration profile

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Control Panel.

3. Click Alarm-to-Ticket Rules.

4. Click Attribute Configuration Profile.

5. To add an attribute configuration profile, click Add. To edit an attribute configuration profile, click in the Actions column for it.

6. Specify the name for the configuration.

7. Click Add to specify the alarm field name and description. For more information about alarm field names and description, see the swagger page.

8. Click OK.

9. Click OK.

View attribute configuration profile details

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Control Panel.

3. Click Alarm-to-Ticket Rules.

4. Click Attribute Configuration Profile.

5. Select an existing entry and click Details or click in the Actions column for the entry.

Self-service desk menus

This page allows you to manage the left menu tree on the Self-Service Desk page. By default, the Self-Service Desk page displays the following menus: My Tickets, New Tickets, Knowledge Search, and Notification Search. You can add, edit, and delete menus.

When you configure self-service desk menus, follow these restrictions and guidelines:

· When you add a process template category, the fields marked with an asterisk (*) are required. You must specify values for such fields as prompted.

· The self-service desk provides default menus, including My Tickets, New Tickets, Knowledge Base, and Search Notifications. You cannot delete the default menus.

View the self-service desk menu list

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Control Panel.

3. Click Self-Service Desk Menus.

List contents

¡ ID: ID of the menu.

¡ Name: Name of the menu.

¡ Upper-Level Directory: Upper-level directory of the menu.

¡ Icon: Icon of the menu.

¡ Type: Type of the menu.

¡ Order: Sequence number for the menu.

¡ Menu URL: URL of the menu file.

¡ Default: Whether the menu is a default menu.

Add or edit a self-service desk menu

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Control Panel.

3. Click Self-Service Desk Menus.

4. To add a self-service desk menu, click Add. To edit an existing self-service desk menu, click in the Actions column for it.

5. When you add a self-service desk menu, specify menu or directory as the menu type and configure relevant parameters. When you edit an existing self-service desk menu, you can edit parameters other than the menu type.

6. Click OK.

Homepage widgets

This page allows you to edit the service dashboard and add new widgets as needed.

When you configure homepage widgets, follow these restrictions and guidelines:

· The widgets in the Homepage Widgets list are a subset of the widgets in the layout editor for a Summary Components template. You can open the layout editor by clicking Edit Template in the Actions column on the Parameter Settings > Summary Settings page.

· After a homepage widget is deleted, the homepage does not load the widget any more.

· JavaScript dependencies are imported by using the HTML script tags. CommonJS and ES6 modules are not supported.

· JavaScript dependencies have integrated Vue.js ECharts PUI JQuery.

· Images can be imported by using the img tags. The import path is /itsmui/systemFile/download?id=Image ID.

View the homepage widget list

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Control Panel.

3. Click Homepage Widgets.

List contents

¡ Widget Name: Name of the widget.

¡ Code ID: ID of the widget.

¡ State: State of the widget.

Add or edit a homepage widget

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Control Panel.

3. Click Homepage Widgets.

4. To add a homepage widget, click Add. To edit a homepage widget, click in the Actions column for it.

5. In the Basic Info area, enter the widget name, code ID, and select whether to enable the widget.

6. In the Compile Code area, enter the code that complies with Vue.js syntax requirements to construct the widget..

7. Click OK to complete the configuration. Click Preview to preview the configured widget.

When you add or edit a homepage widget, follow these restrictions and guidelines:

· When you compile the code, set the code ID in correct format and make sure the code ID is consistent with that set in the Basic Info area.

· When you compile the code, avoid operations that might cause webpages to stuck, such as while (true) infinite loops and memory leaks (timers not released). Before you finish editing a widget that already exists on the homepage, preview the widget to ensure that the edited widget can work correctly.

Manage dependencies

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Control Panel.

3. Click Homepage Widgets.

4. Click Dependencies.

5. On the page that opens, you can click Upload Dependency File to upload JavaScript files or images for the system to execute them before loading the widgets. You can specify an image file through the img label.

6. To adjust the loading sequence for a JavaScript file, click the up , down , top , or bottom icons in the Actions column. The system loads the files based on the sequence in the list.

7. To preview an image file, click Preview in the Actions column for it.

Basic data

This page allows you to manage basic data entries and use them in tickets as needed.

CAUTION:

If you delete a basic data entry bound to a ticket, the basic data cannot be used in the ticket any more.

View the basic data list

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Control Panel.

3. Click Basic Data.

List contents

¡ Name: Name of the basic data entry.

¡ ID Key: ID key of the basic data entry.

¡ State: State of the basic data entry.

¡ Created At: Time when the basic data entry was created.

Add or edit a basic data entry

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Control Panel.

3. Click Basic Data.

4. To add a basic data entry, click Add. To edit a basic data entry, click in the Actions column for it.

5. Specify the name, ID key, form to be bound to, and form version, and then click Next.

6. Click the Header Fields tab and then click Add Field. On the page that opens, select one or multiple fields, and then click Save.

7. Click the Search Conditions tab and then click Add Field. On the page that opens, select one or multiple fields, and then click Save.

8. Click the Function Button tab and then click Add. Configure the button label and button name.

9. To save the configuration, click Save. To save and publish the basic data entry to the specified menu in Control Panel, click Save & Publish.

When you add or edit a basic data entry, follow these restrictions and guidelines:

· To adjust the display order of the header fields or search condition fields, select the field to be adjusted and then click Move Up or Move Down on the Header Fields tab or Search Conditions tab.

· To delete a basic data entry, click in the Actions column for it.

· To delete a header field, search condition field, or function button, click in the Actions column for it on the Header Fields, Search Conditions, or Function Button tab respectively.

· Basic data import supports simple data control assignment: text box, text field, number, date, drop down box, radio, multiple, and rich text.

Preview a basic data entry

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Control Panel.

3. Click Basic Data.

4. Click in the Actions column for a basic data entry.

Holidays

For more information about holidays, see "Holiday management." The Parameter Settings > Control Panel > Holidays page and SLA Management > Holidays page display the same content, except for the difference in the path on top of the list.

Time range profiles

For more information about time range profiles, see "Time range profiles." The Parameter Settings > Control Panel > Time Range Profiles page and SLA Management > Time Range Profiles page display the same content, except for the difference in the path on top of the list.

Data dictionaries

This page allows you to manage data categories and entries. Data dictionaries can be used as data sources for drop-down controls on the Processes > Design Process Forms page.

When you configure data dictionaries, follow these restrictions and guidelines:

· A data dictionary category cannot be deleted if it or its sub-categories have data entries.

· Deleting a data entry will also delete all its sub-entries, if any.

View the data categories

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Data Dictionaries.

3. The page that opens displays data categories in a tree.

View the data entries

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Data Dictionaries.

3. The page that opens displays data entries in a list.

List contents

¡ Entry Name: Name of the entry.

¡ Entry Value: Value of the entry.

¡ Description: Description of the entry.

¡ Number: Number of the entry.

Add or edit a data category

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Data Dictionaries.

3. To add a data category, click Add or in the data category tree. To edit a data category, click for it.

4. Specify or edit relevant parameters as needed.

5. Click OK.

Add or edit a data entry

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Data Dictionaries.

3. Select a data category. To add a data entry, click Add Data Entry. To edit a data entry, click in the Actions column for it.

4. Specify relevant parameters as needed.

5. Click OK.

Add a data sub-entry

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Data Dictionaries.

3. Select a data category, select a data entry, and then click Add Data Sub-Entry or in the Actions column for a data entry.

4. Specify relevant parameters as needed.

5. Click OK.

Import data entries

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Data Dictionaries.

3. Select a data category, and then click Import.

4. Click Download Template.

5. View the download instruction, edit the template as required, and then save the file.

6. Click Select to upload the file.

When you import data entries, follow these restrictions and guidelines:

· The ID is required. An ID must be a positive integer. The IDs indicate the hierarchy of entries. If an ID is so long that it is displayed in scientific notation, you must set its cell format to text.

· When you configure a level-1 data entry, the upper-level ID is empty. This parameter is required for a child data entry. Make sure the specified ID exists in the ID column of a preceding row.

· The entry name is required and cannot exceed 64 characters. As a best practice, make sure the name of an entry is unique on its level.

· The entry value is required. An entry value must be unique. The system distinguishes different entries by entry value, and displays the entry names on the list page.

· The description is optional. A description is up to 255 characters.

· The number is required. A number must be an integer greater than or equal to 0. The system determines the display order for entries in the list or tree diagram based on their numbers. The system displays an entry with a smaller number prior to an entry with a larger number on the same level. The system displays entries with the same number by the sequence they were retrieved from the database. To display entries in a specific order, specify their numbers accordingly.

· You can import a maximum of 1000 data entries and sub-entries for each data category.

· Different users cannot import files with the same content into the same data category.

Publish notification

This page allows you to manage notifications.

View the notification list

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Publish Notification.

List contents

¡ Title: Title of the notification.

¡ Summary: Summary of the notification.

¡ Views: Number of times the notification has been viewed.

¡ Created by: User who created the notification.

¡ State: Current state of the notification.

¡ Allow Comments: Whether to allow comments on the notification.

¡ Created At: Time when the notification was created.

Add or edit a notification

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Publish Notification.

3. To add a notification, click Add. To edit a notification, click Edit in the Actions column for it.

4. Specify relevant parameters as needed.

5. Click OK.

When you add or edit a notification, follow these restrictions and guidelines:

· The fields marked with an asterisk (*) are required. You must specify values for such fields as prompted.

· The title of a notification can be repeatedly used. Notifications with the same title might fail to be distinguished on the Service Summary > Notice Board page.

View details of a notification

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Publish Notification.

3. Click in the Actions column for a notification.

When you view details of a notification, follow these restrictions and guidelines:

· If a notification is in Publish state and allows comments, you can input the comments in the notification details dialog box, and click Submit to comment the notification.

· In the details dialog box for a published notification, a common operator can delete only comments by the operator. As the super administrator, user admin can delete all comments.

· For a notification in Publish state, the views count increases by one every time you view the details. For a notification in Draft state, the views count does not increase as the number of details views increases.

· You cannot comment on a notification in Draft state when you are viewing its details even if it allows comments.

Process workgroups

This page allows you to group operators from different organizations to handle processes.

When you manage process workgroups, the available operators are operators in the selected operator group.

View the process workgroup list

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Process Workgroups.

List contents

¡ Workgroup Name: Name of the workgroup.

¡ Label: Label of the workgroup.

¡ Description: Description of the workgroup.

Add a process workgroup

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Process Workgroups.

3. Click Add.

4. Specify basic information and operator group for the process workgroup. Click to select operators.

5. Click OK.

Edit a process workgroup

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Process Workgroups.

3. Click in the Actions column for a process workgroup.

4. Edit the description, operator group, or operators as needed.

5. Click OK.

Copy the configuration of a process workgroup

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Process Workgroups.

3. Click in the Actions column for a process workgroup.

4. Edit the name for the process workgroup. Edit the basic information, operator group, or operators as needed.

5. Click OK.

Add operators to a process workgroup

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Process Workgroups.

3. Click in the Actions column for a process workgroup.

4. Select one or multiple operators and then click .

5. Click OK.

View details of a process workgroup

1. On the top navigation bar, click ITSM.

2. From the left navigation pane, select Parameter Settings > Process Workgroups.

3. Click the name of a process workgroup.

Self-service desk

The self-service desk is a separate functional module that provides independent transaction and ticket functions. You can log in as a self-service user and use the core functions of ITSM, such as initiating tickets and processing tickets. You can also view and search the knowledge base, announcement details, modify self-service user information.

By default, the left navigation pasne of the Self-Service Desk page includes My Tickets, New Tickets, Knowledge Search, and Notification Search. Navigate to the ITSM > Parameter Settings > Control Panel > Self-Service Desk Menus page to customize the menus. For more information about the self-service menu management, see "Self-service desk menus."

My tickets

This function allows you to view and process the tickets created by you, pending tickets, and draft tickets.

View the tickets list created by the current user

1. Log in to the self-service desk.

2. From the left navigation pane, select My Tickets.

List contents

¡ Title: Title of a ticket. Click a ticket title to access the details page of the corresponding process instance.

¡ Ticket Number: Ticket number of the process instance.

¡ Created At: Time when the process instance was created.

¡ State: State of the process instance. Options include Running, Suspended, Pending for Ownership Assignment, Aborted, and Finished.

¡ Current Processor: Current processor of the task.

¡ Current Task: Current task in the process template.

¡ Satisfaction Feedback: Feed back the satisfaction if satisfaction feedback is configured for the ticket.

Satisfaction comment

1. Log in to the self-service desk.

2. From the left navigation pane, select My Tickets.

3. Click Comment in the Satisfaction Feedback column.

4. On the page that opens, perform satisfaction rating, enter the feedback, and click OK.

View satisfaction comments

1. Log in to the self-service desk.

2. From the left navigation pane, select My Tickets.

3. Click View Comments in the Satisfaction Feedback column. On the page that opens, view satisfaction comments.

Withdraw tickets

1. Log in to the self-service desk.

2. From the left navigation pane, select My Tickets.

3. Click in the Actions column for a ticket. In the dialog box that opens, enter the reason for withdrawal.

4. Click OK.

IMPORTANT:

To perform the withdrawal operation, make sure that the current user is the processor of the previous task and the current task has not performed operations such as suspending or taking the ticket.

View the pending tickets

1. Log in to the self-service desk.

2. From the left navigation pane, select My Tickets.

3. Click the Pending Tickets tab.

List contents

¡ Title: Title of a ticket. Click a ticket title to access the details page of the corresponding process instance.

¡ Ticket Number: Ticket number of the process instance.

¡ Created At: Time when the process instance was created.

¡ State: State of the process instance. Options include Running, Suspended, Pending for Ownership Assignment, Aborted, and Finished.

¡ Current Task: Current task in the process template.

¡ Created By: Creator of the process instance.

View the drafts

1. Log in to the self-service desk.

2. From the left navigation pane, select My Tickets.

3. Click the Drafts tab.

List contents

¡ Title: Title of a ticket. Click a ticket title to access the details page of the corresponding process instance.

¡ State: State of the process instance. Options include Running, Suspended, Pending for Ownership Assignment, Aborted, and Finished.

¡ Created At: Time when the process instance was created.

Customize columns

1. Log in to the self-service desk.

2. From the left navigation pane, select My Tickets.

3. Click the Pending Tickets tab.

4. On the page that opens, click Customize Columns.

5. Adjust the columns in the dialog box that opens.

¡ Select the columns to display: The selected column names will be displayed on the My Tickets or the Pending Tickets page.

¡ Adjust the column order: Select a column name, and click an icon in the Actions column.

- Click the icon to move up the column.

- Click the icon to move down the column.

- Click the icon to set the column to the top.

- Click the icon to set the column to the bottom.

New tickets

This function allows you to view services created from ITSM > Service Catalogs and create tickets by binding services to business processes.

When you create new tickets, follow these restrictions and guidelines:

· Services are displayed by service catalog. Disabled services and services initiated through service desk will not be displayed.

· The default service icon or the icon uploaded during service creation on the Service Catalogs page for a service.

· To display the service name, service code, process bound to the service, service creation time, and service description (if any), hover over the service icon. If you have selected a time range profile, the time range profile and time range items are also displayed.

Create a ticket

1. Log in to the self-service desk.

2. From the left navigation pane, select New Tickets.

3. Click the service icon to create a ticket by binding the service to a business process.

You can upload service icons in the ITSM > Service Catalogs page. By default, the service icon is .

Query knowledge

The Query Knowledge page is the homepage of the ITSM > Knowledge Management > Knowledge Base page. You can log in to the self-service desk, and select Query Knowledge from the left navigation pane to view the knowledge base.

The functions on this page are the same as those on the ITSM > Knowledge Management > Knowledge Base page. However, a self-service user cannot create or recommend knowledge. For more information ,see "Knowledge base."

Query notices

This function allows you to view and search for the notification published on the ITSM > Parameter Settings > Publish Notification page. For more information, see "Publish notification."

When you query notice, follow these restrictions and guidelines:

· When notifications exist, the details of the first notification in the notification list are displayed each time you enter the notification search page. The number of view for this notification increase by one.

· The number of views for a notification increases by one each time you view details of the notification.

· The field that prompts you to keep scrolling to load more is displayed only when the notification list id not empty.

· When you comment on a notification, your comment cannot exceed 100 characters.

Comment a notice

1. Log in to the self-service desk.

2. From the left navigation pane, select Query Notice.

3. Select the target notification in the notification list and enter your comment in the comment box.

4. Click Submit.

H3C U-Center ITSM 2.0 User Guide-5W103

U-Center 2.0 overview

To-do

View the to-do list

Take ownership

Copy a ticket

Customize columns

Unread

View the unread event list

Set an entry as read

Bulk set entries as read

Delegated to me

View the list of tickets delegated to me

Processed tickets

Processed

View the list of processed events

Copy a ticket

Read

View the read event list

Delegated to me

View the list of events delegated to the current user

Ticket types

View the ticket type list

Create a process

I Created

View process instances created by the current user

Open a process instance

Withdraw a process instance

Perform satisfaction feedback

View the comments

View task delegations

Add or edit a delegation

View the drafted process instances

Open a drafted process instance

View the event management list

Create an event ticket

Copy an event ticket

Export event tickets

View the problem management list

Create a problem ticket

Copy a problem ticket

Export problem tickets

View the change management list

Create a change ticket

Copy a change ticket

Export change tickets

Custom category lists

Add a custom category

Add a custom category list

Create a ticket of a custom category list

Copy a ticket of a custom category list

Export tickets of a custom category list

View the service catalog list

View the service list

Add a service catalog

Edit a service catalog

Add services to a service catalog

Edit services in a service catalog

Select a process for the service

View service details

View SLA profile list

Add or edit an SLA profile

View SLA profile details

View the SLA metric list

Add or edit an SLA metric

View SLA metric details

View the time range profile list

Add or edit a time range profile

View service time range profile details

View the holiday list

View holiday details

View tasks to be reviewed

View draft tasks

View reviewed tasks

Reviewed task list contents

Draft tab

Add a scheduled task

Edit a scheduled task

To be Reviewed tab

Review scheduled tasks

U-Cent er 2.0 overview