ProcessDesignerCP9.30.3 AdminGuide

HP Service Manager Process Designer
Content Pack
For the for supported Windows and UNIX operating systems
Software Version: 9.30.3
Administrators Guide
Document Release Date: June, 2013

Software Release Date: June, 2013
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HP Service Manager Process Designer Content Pack (9.30.3)
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Contents
Contents
Introduction
11
Prerequisites
11
Installation
11
Download
11
Whats new in Process Designer Content Pack 9.30.0?
11
13
13
What's New in Process Designer Content Pack 9.30.3?
14
Process Designer Security Model
16
Multiple roles
18
Add a role
18
Roles in the operator record
19
Assign a role or roles to an operator
19
Add an area
20
Add a setting within an area

Validation script for a new setting
20
22
Update a setting within an area
22
Localize an additional setting
24
Modify the rights for a role within an area
24
Update rights to display allowed categories and allowed statuses
25
Modify allowed categories and allowed statuses
26
Check security rights using Java Script or variables
26
Check security rights using Java Script
27
Check record right with variables
28
Process Designer
29
Create a Rule Set
31
Clone an existing Rule Set
32
Adding a rule
32
Add a JavaScript Validation rule
34
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Contents
Add a Launch a URL rule
35
Add a Run a Macro rule
36
Add a Call a Process rule
37
Add a Run a Wizard rule
38
Add a Clear Fields rule
39
Add a Set Mandatory Fields rule
40
Add a Set Mandatory Variables rule
41
Add a Send Notifications rule
42
Add a Launch a Script rule
43
Add a Send HTML Email rule
43
Add a Start or Stop Clock rule
45
Add a Set Field rule
46
Add a Set Field from Number rule
47
Add a Validate Date rule
48
Add a Validate against List rule
49
Add Validate Text/Number rule
50
Add a Validate against Table rule
52
Group rules
53
Using the Condition Editor
54
Launch the Condition Editor
55
Build a condition
57
Add a group with a condition
61
Enable deprecated fields and system fields for Condition Editor
61
Negating condition groups
62
Process Designer Workflows
62
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Create a workflow
63
Copy an existing workflow
64
Export a Workflow
65
Workflow phases
66
Add a phase
66
Workflow transitions
71
Contents
Create a manual workflow transition
72
Create an automatic workflow transition
74
Create a default workflow transition
75
Workflow Viewer
76
View a workflow in Workflow Viewer
76
View the Workflow Properties
77
Integrate Workflow Viewer into kmdocument form
77
Workflow-based Rule Sets, Actions, and Transitions
79
Workflow-based RuleSets
79
Workflow-based Actions
80
Workflow-based Transitions
80
Upgrades
81
Upgrading to the new Knowledge Management workflow
81
Upgrading to the new Change Management
82
Change Management
Change workflow
91
91
Create a change category
91
Add a new subcategory
92
Add a new subcategory from change category
93
Add workflow from change category
94
Create a change task
95
Use task planner to plan change tasks in a change record
96
Cancel multiple opened tasks for a change record
99
Change model
100
Create a new change model
100
Add a task to a change model
102
Apply change model to existing change record
106
Map change model fields into change record
107
Use change models in Service Catalog connector
109
Create a new change request
110
Approvals in Change Management
111
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Contents
Change Management administration

Configure a Change Management environment record
113
Change settings
114
Change group
115
ChM Membership
116
116
Security
Setting rights to changes and tasks
116
Change security areas
117
Add security roles and settings
118
User roles
120
Enabling approval delegation
123
Add folder permissions to a security role in Change Management
124
126
Service Desk
Service Desk workflow
126
Example: Service Desk Workflow

Close a first time Service Desk interaction
127
129
Callback mechanism
131
Service Catalog support
131
Order from Service Catalog

Service Desk administration
131
133
Configure Service Desk environment
133
Configure Service Desk settings
133
Service Desk configuration
134
Create an interaction category
134
Add a new interaction subcategory
136
Add a new interaction area
137
Service Desk solution matching
138
Security
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113
138
Setting rights to interactions
138
Service Desk security areas
139
Service Desk security roles and settings
141
Contents
Service Desk user roles
Incident Management
Incident workflow
145
147
147
Example: Incident Workflow
148
Create an incident task
150
Cancel an opened task for an incident record
151
Close an opened task for an incident record
152
Incident administration
153
Configure the Incident Management environment
153
Configure Incident Management settings
153
Incident configuration
154
Create an incident category
154
Create an incident task category
155
Add a new subcategory for an incident category
156
Add a new area for an incident subcategory
157
Incident solution matching
157
Incident management downtime record
158
Add a downtime record

Security
158
159
Incident security areas
159
Incident security roles and settings
162
Incident management user roles
169
Problem Management
Problem Workflow
173
173
Example: Problem Workflow
174
Create a problem task
176
Problem Management Administration
178
Configure the Problem Management Environment
178
Configure the Problem Management Settings
178
Problem Management Configuration

Create a Problem Category
179
179
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Contents
Create a Problem Task Category
180
Add a new subcategory to a problem category
181
Add a new problem area to a subcategory
181
Problem Management solution matching
182
Problem Management Security
182
Problem Management Security Areas
183
Problem Management Security Roles and Settings
185
Problem Management User Roles
190
Usability improvements
191
Switching between the Group and Tab styles for a Notebook control
191
Related Records
192
Link an existing record
193
Link a new record
193
Unlink a related record
193
Appendix A. Out-of-box role rights in the Common Configuration area
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Chapter 1
Introduction
The Process Designer (PD) Content Pack 9.30.3 enhances the Change Management and Help Desk
modules for Service Manager. The features are delivered as optional content available in the
Service Manager Community on HP Live Network. This document describes all the Process
Designer capabilities introduced in Service Manager 9.31 and in Process Designer Content Pack
9.30.3.
Because Process Designer Content Pack 9.30.3 is applied to an existing system, please pay
particular attention to Upgrading to new Change Management.
Prerequisites
For the prerequisites of Process Designer Content Pack 9.30.2, see the Installation Notes section
in the Release Notes for this content pack.
Installation
Applications Patch Manager is used to install this package. This is the same tool used to install
Service Manger Cumulative Application patches but has been enhanced to install Content. Note
that the content install is independent of Application Patches installs. Follow the Installation Notes
section in the Release Notes for this content pack and the Applications Patch Manager Guide
provided in the content package for installation instructions.
Download
For more information and to download the installation and documentation, visit
http://www.hp.com/go/livenetwork and navigate to the Service Manager Community Standard
Content Area.
Whats new in Process Designer Content Pack

9.30.0?
Process Designer Content Pack 9.30.0 contains several new and enhanced features. The following
table outlines the features supported in this content pack.
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Chapter 1: Introduction
Feature
Description
Process Designer for Change

Management
Changes and Change Tasks are now governed by the

Process Designer workflow and rules in the same way
Knowledge Management was converted to use Process
Designer in Service Manager 9.30.
Out-of-box rules
The following are new Rule types:

Run a Macro
Send HTML Email
Start or Stop Clock
Validate Date
Validate Text/Number
Change process workflows
Standard, Normal, and Emergency Change workflows that are

aligned to ITIL v3.
Change model
A change model allows you to apply starting information for a

change using templates and pre-defined tasks. Change
models also have categorization attributes such as category,
subcategory, and service which are then used to organize the
change models to define a standard library of changes.
Task editor in change model
Task editor is a graphical interface which provides a set of

tools to create tasks and task dependencies as part of a
change model. Complex task dependency relationships can
be created as well as which phases tasks can start and end.
ChM membership
The ChM membership provides information on members and

approvers of change group.
Security role
Change profiles are replaced with security roles. Changes and

tasks setting are set using the role-based security.
The following Condition Editor enhancements support the content pack and were delivered in
Service Manager 9.30 p1 and Service Manager 9.30 p2 platform patches.
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Flexibility to define an expression
Ability to edit a pre-existing condition
Negation of Condition Groups
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9.30.1?
Process Designer Content Pack 9.30.1 provides the following enhancements in addition to those in
Process Designer Content Pack 9.30.0:
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Compatibility with Service Manager 9.30 Application Patch 1 (SM9.30 ap1)
Support of the Service Manager integrations that are part of the CCRM solution (SM-OO, SMRC, and SM-UCMDB).

9.30.2?
Process Designer Content Pack 9.30.2 provides the following enhancements in addition to those in
Process Designer Content Pack 9.30.0 and 9.30.1:
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Support of applying change model to existing change records. In addition, you can configure
whether or not this Apply Change Model option is available for a specific workflow phase.
Task planner (was called task editor before this release) has been enhanced:
n
Support of adding conditions for task creation by using the Condition Editor embedded in the
task planner in change model.
Support of creating mandatory tasks in the task planner in change model.
Task planner now is also available in change records for you to view or plan change tasks.
The Service Catalog connector "Open a Change" is enhanced to support the use of change
model to open a change record.
Support of configurable filtering of change models by using script function.
Support of configuring custom fields to be copied from a change model to a change record by
using link file.
You can now use Mass Cancel to cancel all the opened tasks for a change record.
Securityimprovement: some mappings between the old profiles and the new Process Designer
security rights are corrected.
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What's New in Process Designer Content Pack

9.30.3?
Service Manager Process Designer Content Pack 9.30.3 includes the following features in addition
to those that were included in previous Process Designer content packs:
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Implements the Process Designer framework for the Help Desk modules (Service Desk,
Incident Management, and Problem Management)
Supports interaction between PD Help Desk modules and other modules, including PD Change
Management, Request Management, PD Knowledge Management, and Service Level
Management
Supports phase-based Response SLO for Service Desk and Incident Management
Adds Incident tasks to PD Help Desk and supports SLA for Incident tasks
Applies Process Designer security mechanism to PD Help Desk modules, including:
New Process Designer security areas for PD Help Desk modules
New Process Designer security roles for PD Help Desk modules
Help Desk security profiles are migrated to PD security roles and rights
Access rights for the navigation menu and for the Inbox are replaced by Process Designer
security roles and rights
Adds the following usability improvements:

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Related Records are simplified in PD Help Desk modules and in PD Change Management
Adds the ability to switch between the Group style and the Tab style for a Notebook control in
the web client (available for PD Help Desk modules and for PD Change Management)
Adds the ticket number to the title of a record, including Interaction, Incident, Incident task,
Problem, Problem task, Change, and Change task
Adds a real-time counter to the Attachments and Related Records sections
Enhances the ability to trace phase transition in the workflow figure
Adds the following Process Designer framework enhancements:

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Workflow-based Rule Sets replace file level format control
Workflow-based Actions can be re-used across phases
Workflow backend Transitions enable cross-module interaction
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A new tool exports Workflows into an unload file, so that you can copy Workflows from one
PD-based system to another PD-based system
Phase orders specify the sequences for Response SLO calculation
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Chapter 2
Process Designer Security Model
The Process Designer security model provides a consistent method of assigning permissions to
users across all facets of Service Manager data and accounts for out-of-box rights that can be
configured for a specified role within an area. It also provides standardized methods to manage user
rights.
Note: Process Designer security model is implemented for Knowledge Management, Change
Management, Service Desk, Incident Management, and Problem Management modules. For
all other areas and modules, the traditional security features for Service Manager still apply.
The Process Designer security model includes the following components:
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Area: An area defines a specific functional area or module within Service Manager, such as
Knowledge Management or Knowledge Management administration. Each area definition
includes default rights that are copied to the role whenever a new role is created. In addition to
the out-of-box areas, system administrators are able to define additional areas.
In an out-of-box system, the following three security areas are shared by several modules:
Tailoring, Common Configuration, and Security. These areas contain the default security rights
and settings that apply to the Change Management, Service Desk, Incident Management and
Problem Management modules:
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The Tailoring area is used to set the permissions that control operator access to Workflows.
The Common Configuration area is used to set the permissions that control access to
common configurations, including Alert Definitions, Approval Definitions, Assignment
Groups, Service Desk/Problem Solution Matching, and Environment.
The Security area is used to set the permissions that control operator access to Security
configurations.
Note: The rights to access Settings are controlled by the separate Configuration area in
each module. Unlike Service Desk or Problem Solution Matching, the Incident Solution
Matching access rights are controlled by the Incident Management Configuration area.
Rights: The system includes a set of rights such as view, new, update, and delete that control
an operator's data access. When an administrator creates a role, the default rights from each
area are used to set the rights for that role. Rights can be modified for a specific area and role by
an administrator that has update rights for the area and role. Each combination of role and area
creates a collection of rights.
Security Rights also include the following components:
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Chapter 2: Process Designer Security Model
Allowed Statuses: This field displays the list of statuses that are available to operator when
they access records. A System Administrator specifies the allowed statuses for a role within
an area. When this list is populated, the role may only update the records that are in one of the
listed statuses. If a record has a status that is not in the list, the role will not be able to modify
it. However, when the role updates records, the statuses that are available for selection are
not limited to the list. If no statuses are listed, the role may modify records in any status.
Allowed Categories: This field displays the list of categories that are available to the
operator when they access category data. A System Administrator specifies the allowed
categories for a role within an area. When this list is populated, only the listed categories are
available for selection when the role creates a new record or updates a record in the Category
field. If no categories are listed, all categories are available for the role within the area.
Assignment Groups: When this list is populated, the role can assign a ticket to a group
within the listed assignment groups only. If no assignment groups are listed, all the
assignment groups are available for selection.
Note: This does not apply to the Change area. For groups in the Change area, refer to
"Change group" on page 115
Approval Groups: When this list is populated, the role is able to approve the records that are
assigned to the listed group. If the records are not related to any listed approval groups or if no
approval groups are listed, the role is not able to approve the record.
Note: This behavior only applies to the Service Desk area in out-of-box systems. For
groups in the Change area, refer to the "Change group" on page 115.
Settings: Settings are configurable security extensions such as an initial view, a format to
display a list, or an approval checkbox. Settings are added for an area. The types of settings
include number, string, Boolean, date/time, global list, manual list, record, and condition.
Security Folders: If Folder Entitlement is enabled in the system, a System Administrator must
select the security folders that each security role can access. If a role is not granted rights to a
specific folder, operators associated with that role will not be able to access records in that
folder.
Roles: A role has a set of rights and settings assigned to it. Each operator is assigned a role or
roles which, along with area, determine the access rights for the operator. Whenever the roles on
an operator record are updated, the operator must log out and then log in for the changes to take
effect.
Note: The out-of-box system includes a default role for the Security area that cannot be
deleted.
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Data Policy records: The data policy records include an Area field used to specify the area
associated with the table. An area needs to be associated with a Data Policy record in order to
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access the information from the table.
Related concepts
Multiple roles
Related tasks
Add a role
Add an area
Multiple roles
When an operator has multiple roles, the operator's data access rights are combined to give the
operator the greatest data access.
When the rights do not include specific allowed statuses and allowed categories, all statuses and
categories are available for the role within the area.
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Example, if an operator has view rights for one role in an area and update rights for another role in
that area, then the operator has view and update rights for the area.
Example, if an operator has allowed statuses and allowed categories specified in one role and
not in another role, then the operator is able to access all categories and statuses for the area.
Example, if an operator has multiple roles that include different allowed statuses and allowed
categories, the allowed statuses and allowed categories are merged so that the operator has all
allowed categories and allowed statuses. No allowed statuses and allowed categories are
duplicated.
Example, if an operator has multiple settings because the operator has been assigned multiple
roles, the operator only has the actual settings for the first settings in the operator record.
Related tasks
Add a role
Add an area
Add a role
User Role:System Administrator
When you create a role, the rights from each area defined in the system are used to set the rights for
that role record.
To add a role record:
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1. Click System Administration > Security > Roles.

2. Click New.
3. Type the name for the role.
4. Type a description for the role.
5. Click Save & Exit.
Related concepts
Process Designer security model
Related tasks

System Administrators assign roles to an operator in the Security Roles field of the operator record.
When a System Administrator creates an operator record, the system assigns the default role to the
operator if the System Administrator does not add a role for the operator. The System Administrator
can update the operator record to change a role or add additional roles.
When an operator has multiple roles, the operator has the rights that provide the greatest data
access. However, if each role has additional settings, the rights from the first role listed in the
Security Rights field are used to determine an operator's access rights.
Related concepts
Related tasks

User Role: System Administrator
You assign a role or multiple roles to an operator to provide the operator access to Service Manager
data. You can also update the operator's role in the operator record.
To assign a role or roles to an operator record:
1. Click System Administration>OngoingMaintenance> Operators.
2. Enter the applicable search criteria to find an operator record and then click Search.
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3. In Security Roles, select the role or roles you want to assign to the operator.
4. Click Save.
Related concepts
Multiple roles
Related tasks
Add a role
Add an area
When you create an area and define the rights and settings for the area, all roles will inherit the
rights and settings for the area.
To add an area:
1. Click System Administration> Security> Areas.
2. Type the name for the role.
3. Click New.
4. Select the module for the area.
5. Type a description for the area.
6. Define the rights for the area.
7. Define the settings for the area.
8. Click Save to add the record.
Related concepts
Related tasks
Add a role

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You can add a new setting, such as record or format, in the area. A role inherits the new setting from
the area when the new setting for the area is not already defined in the role. For example, this is
useful when you want to have role within an area to have additional access to system data or
another form.
When you add a new setting, it is only inherited when you add a new role.
To add a setting within an area:
2. Add optional search criteria and then click Search.
3. Click the area to update.
4. Click More icon and then select Administration > Add New Setting.
5. On the New Setting Info wizard, provide the following:
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Id: Uniquely identifies the setting so that it can be referenced programmatically.
Display Label: Defines display label for the setting.
Description: Describes the setting.
Type: Select the type of data used by the setting to match the type of setting you are
creating. For the type selections, the format of the field on the form depends on the type you
select. For example, if you choose Boolean, then the setting displays a check box and if you
select record, the setting displays as a text field. When you select some of the types, the
system prompts you for additional information. For example:
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If you select Record, you are also prompted to specify the table and field name for the
record.
If you select Manual List, you are prompted to provide a display type and a name - value
pair to display in the list. The Value is the field name in the table and Display Value
provides the list of items in the drop-down list for the field.
If you select Global List, you are prompted to provide a Global List and Display Type for
the Global List
6. Specify whether or not the setting is mandatory. When checked, a value is required for the
setting you are adding.
7. Click Next.
8. In Adding Settings Validation, add an optional validation script.
9. Click Finish.
Related concepts
Page 21 of 196

Related tasks
Add an area
Add a role

When you add an additional setting you have the ability to create simple or complex validations for
the setting using JavaScript. JavaScript automatically sets up an XML variable named result,
which has a child node named message. If the value of the result node is 0 (zero), the validation
has succeeded. Any non-zero result is interpreted as a failure. When a validation fails, the contents
of the message node display. The value of the setting being validated is set to a variable named
value.
Example:
This example validates that the setting is a number between 1 and 10.
if ( value < 1 || value > 10 )
{
result.setValue (-1);
message.setValue(The value must be between 1 and 10.);
}
Related concepts
Related tasks
Add an area
Add a role

Once you create a setting for an area, you can update the definition of the setting or delete it. You
can also edit any labels that have been localized.
When you add a new setting to an area, it is only inherited when you add a new role.
To edit a setting within an area:
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4. Click the More icon and then select Administration > Edit/Delete Setting.
5. Select the setting to edit or delete.
6. On the Edit Setting Info wizard, update the following:
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Id: Uniquely identifies the setting so that it can be referenced programmatically.
Display Label: Defines a display label for the setting.
Description: Describes the setting.
Type: Select the type of data used by the setting to match the type of setting you are
creating. For the type selections, the format of the field on the form depends on the type you
select. For example, if you choose Boolean, then the setting displays a check box and if you
select record, the setting displays as a text field. When you select some of the types, the
system prompts you for additional information. For example:
o
If you select Record, you are also prompted to specify the table and field name for the
record.
If you select Manual List, you are prompted to provide a name-value pair to display in the
list. You must also enter Display Type (Radio Button or Drop Down List).
If you select Global List, you are prompted to provide a Global List and Display Type for
the Global List.
7. Specify whether or not the setting is mandatory.

8. Click Edit localized labels to update localized labels.
9. For each language available, you can localize the label text. After you localize the text, click
Save and then OK to return to the wizard.
10. Click Next.
11. As an option, you can add or edit a validation script for the setting in Adding Settings
Validation.
12. Click Finish.
Related concepts
Localization process
Related tasks
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Add an area
Add a role
Localize an additional setting

Once you add a new setting, such as record or format, you can localize the setting for all of the
languages that are active in the system.
4. Click the More icon and then select Administration > Edit/Delete New Setting.
5. In the Edit Setting Info wizard, click Edit localized label. A list of the messages displays for
the user's current language.
6. Click the item you want to localize and then type the applicable text to localize the label you
created for the setting.
7. Click Save.
8. Continue selecting items until you have localized all the labels for the languages active in the
system.
9. To localize the data in the settings for global lists or manual lists, use the record tag localization
utility.
Related concepts
Localization process
See Record tag localization utility in Service Manager 9.31 HelpServer topics
Related tasks
Modify the rights for a role within an area

Once a role is created and rights are configured, an administrator updates the rights for a role within
an area.
To modify the rights for a role within an area:
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1. Click System Administration> Security> Roles.

2. Add optional search criteria and then click Search to find the role you want to modify.
3. Select the role and then select the area you want to modify.
4. Make the changes you want for default rights, folders, and settings.
5. Click Save & Exit.
6. For any other area, repeat steps 3 through 5 to update the rights for the selected role.
Related concepts
Related tasks
Add a role
Add an area
Update rights to display allowed categories and allowed

statuses
A System Administrator can add additional rights to a role within an area by adding the Allowed
Categories and Allowed Statuses fields for an area. Once these fields are available, an
administrator can then specify particular categories and statuses for which the role has rights. If an
area has multiple tables that support category and status, the drop-down list in Allowed Categories
and Allowed Statuses will have a combination of all categories and statuses from all tables.
The example below uses the data policy record for the cm3r table for Change Management to
demonstrate how to display the Allowed Categories and Allowed Statuses fields.
Note: When you add a new setting, it is only inherited when you add a new role.
1. Click Tailoring> Data Policy.
2. Use search to find the data policy record for the cm3r table.
3. Select an area from the drop-down list in the Area field. This list displays all the areas available
for the selected data policy record.
4. Click Save.
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The Allowed Categories and Allowed Statuses fields now appear in the Default Rights section
for the roles within the area you specified in step 3.
Related tasks
Add an area
Add a role
Modify allowed categories and allowed statuses

For both roles and areas, an administrator can specify in the Allowed Categories and Allowed
Statuses fields the categories and statuses for which a role has rights within an area. Before you
can do this, you must first update the applicable data policy record. These rights give a role in
combination with the other rights access to the specific categories and statuses selected. When no
selections are made for Allowed Categories or Allowed Statuses, the role has access to all
categories or statuses within the area.
You must first ensure that the data policy record for the role within an area has been updated to
include the Allowed Categories and Allowed Statuses fields.
Note: When you add a new setting, it is only inherited when you add a new role.
To modify Allowed Categories and Allowed Statuses:
2. Use search to display a list of roles.
3. Select the role to update.
4. Select the area you want to update.
5. Select the Allowed Categories and Allowed Statuses from the drop-down lists.
6. Click Save.
Related tasks
Add an area
Add a role
Update rights to display allowed categories and allowed statuses
Check security rights using Java Script or variables

In the Process Designer security framework, you can use Java Script functions or use variables to
check security rights.
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Check security rights using Java Script

In the Process Designer security framework, you can use the following Java Script functions to
check security rights for an operator:
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security.getRights
security.getToken
security.hasRight
The following are the descriptions and examples for how to use these functions.
security.getRights(<area>, <right>)
This function determines what a specific right (or setting) is for the current role in a given Area.
<area> - The Security Area that is to be checked, such as Incident or Change.
<right> - The specific right to check, such as new or update.
Example
var temp = lib.security.getRights("Change", "update")
It will return false if the current user has no update right for the Change module.
security.getToken(<area>, <right>)
This function is an alias for security.getRights, which determines what a specific right (or
setting) is for the current role in a given Area.
Example
var temp = lib.security.getToken("Change", "update")
It will return false if the current user has no update right for the Change module.
security.hasRight(<area>, <right>)
This function determines what a specific right (or setting) is for the current role in a given Area.
If the user is "falcon", then the function always returns true.
Example
var temp = lib.security.hasRight("Change", "update")
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It will return false if the current user has no update right for the Change module. If the user is
falcon, it will always return true.
Check record right with variables

You can use the following variables to check whether a user can access a record. The variables are
calculated based on new, view, update, delete, allowed status, and folder setting from secRights
with each record.
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$L.tableAccess.new
$L.tableAccess.view
$L.tableAccess.update
$L.tableAccess.delete
$L.tableAccess.expert
$L.tableAccess.admin
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Chapter 3
Process Designer
Process Designer provides a graphical interface to develop workflows that you can use to control
the flow of a single record throughout its lifecycle within Service Manager. The Process Designer
enables an implementer to graphically create or update a workflow without being an expert in RAD
programming.
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Define a workflow process in a graphical editor.
Create business rules in a user-friendly interface to drive the workflow logic.
Provide a platform to model complex processes that require branching and looping.
Lower Total Cost of Ownership of Service Manager by enabling an intuitive and simplified
configuration.
Simplify future upgrades by enabling standardization and clarity of business logic.
Process Designer includes the following components:

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Workflow designer: Design and update a workflow using a graphical user interface.
Rules editor: Create rules to enforce business logic in workflows and forms.
Security model: Provide a common role-based security model.
A workflow is a collection of phases with transitions from one phase to another. Each phase
represents the state of the workflow linked to a form for data capture.
Transitions
Transitions can connect phases in any manner to create a workflow with many branches and loops
back to previous phases. Transitions may be manual, automatic, or default. A manual transition
requires the workflow user to make a manual decision to move to the next workflow phase. An
automatic transition moves the workflow to another phase based on data in the workflow record. A
default transition is a special case that moves the workflow automatically, when no other automatic
transition condition applies.
RuleSets
The rules editor enables administrators, such as business process owners, implementers, and
developers, to add or remove the out-of-box rules and actions of a workflow to match particular
business requirements. You can group individual Rules into a RuleSet to allow their re-use within
the process. You can configure a RuleSet to execute on events, such as saving or updating a
workflow record. Rules can also be set up to run on a workflow transition.
Actions
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Chapter 3: Process Designer
You can also configure rules as actions, which allows operators to run rules on demand rather than
wait for workflow processing. When an operator initiates an action, the system runs the associated
Rule Sets for that phase of the workflow.
The following diagram shows the relationship between Rules, RuleSets, Actions, and Transitions:
Note: In this diagram, RuleSets and Transtion are logical entities, and do not have a
corresponding physical table. Instead, they are attributes of a workflow.
The Condition Editor
With the Condition Editor, you can apply conditions to rules. When a rule condition is met, the rule
executes. You can also edit conditions for a rule.
The Process Designer Security Model
The Process Designer security model provides a consistent method of assigning permissions to
users across all areas of the system. You can use security model to configure out-of-box rights for a
specified role within an area. It also provides standardized methods to manage user rights.
ProcessDesigner Modules
Process Designer features are implemented for Knowledge Management, Change Management,
and Help Desk, which is comprised of Service Desk, Incident Management, and Problem
Management. You can access the Process Designer features from the system navigator as
follows: Tailoring > Process Designer
A typical Process Designer flow broadly comprises of the following major tasks:
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Create Rule Sets with Rules using out-of-the-box rule types to enforce business logic on
traditional Service Manager forms.
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Create a workflow with phases and transitions to build a process flow.
From workflow phases and transitions, associate forms, rule sets, approvals, and alerts to
implement your business process.
Related concepts
Upgrading to the new Change Management workflow
Create a Rule Set

User Roles: System Administrator, Implementer
A Rule Set contains a list of rules that you may run against a record. Rules implement business
logic to drive a workflow or a process. Rules can help perform calculations, validate fields based on
data or Rule Sets, set required fields, invoke actions, and more. A Rule Set uses role-based
security.
You can re-use Rule Sets in many processes when you require the same rules in many places.
Rule Sets simplify the effort of implementing business logic. You can apply Rule Sets based on
conditions, or configure them to run during an action. Rule Sets are most often associated with
specific phases and transitions of a workflow.
To create a rule set:
1. Click Tailoring > Process Designer > Rule Sets > New.
2. Type a unique ID for the rule set. For example, kmdocument_draft.
Note: The name must be unique within the Rule Sets records.
3. Select Available as action if you want to offer this Rule Set as an action within a workflow
phase. An action is exposed as a button in the tool bar, option in the More options, or button on
a form. For example, an action can be used to preview the KM document, launch a web page,
or pass data to an external system. Actions should not be confused with a transition that
moves the record to another phase in the workflow.
4. Type the display name for the Rule Set, for example, Saving a draft.
5. Select the table(s) from the Table name list that you want the rule sets to apply to, for example,
select kmdocument.
Note: If the list is blank, the Rule Set can be applied to all tables.
6. Click Save to add the Rule Set.
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Note: If you want to edit an HP Proprietary Rule Set, create a copy of the HP Proprietary
Rule Set. To add Rules to a Rule Set, you must first save the Rule Set.
Related concepts
Adding a rule
Related tasks

You can create an editable copy of an existing Rule Set by using the cloning option. Cloning a read
only Rule Set marked as HP Proprietary creates an editable copy of the Rule Set.
To clone an existing Rule Set:
1. Click Tailoring > Process Designer in the System Navigator.
2. Click Rule Sets > Search.
3. Select the Rule Set you want to clone.
4. Click More > Clone.
A copy of the Rule Sets with both the ID and Name prefixed <CLONE> appears.
5. Rename both the ID and Name prefixed <CLONE> fields by typing something unique.
6. Click Save.
Related concepts
See Process Designer security model in Service Manager 9.31 HelpServer topics
Related tasks
Create a Rule Set
Adding a rule
A rule defines a singular piece of functionality, such as making a field mandatory. A rule can
perform calculations, validate fields based on data or lists, set required fields, and more. Rules can
also specify conditions that determine when the rule should execute or who can execute Rules run
in the order they appear in the Rule Set. The order can be changed using the Move Up and Move
Down buttons. If there is an error executing a rule, rule processing will stop. It is important to order
the rules such that validation rules come first in the list, and then any rules that will perform actions.
For example, to validate data and send an HTML email, place rules to validate data first and then
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the rule to send an HTML email. If the rules were reversed, the HTML email will be sent with invalid
data or an invalid workflow state if the rules are part of a transition.
All rules in a phase, except the "On Exit" rules, run before a change proceeds from one phase to
another. The "On Exit" rules run after the next immediate transition.
The "On Exit" rules are the best place for notifications when a record leaves a phase especially
when multiple transitions are used or when integration notifications are triggered. Transitions are
used to add validations that are required before leaving to the current phase. For example, in a
change phase, the start date and end date are entered before proceeding to the Approval phase and
no input is required if you are abandoning the change. In this case, if the "On Exit" rules are run
before the transition rules, you will be sending out notifications but the actual transition would not
have happened. Therefore, the order of execution of rule is Transaction > On Exit > On Enter.
Examples of when rules run:
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A record enters or exits a specific phase of the workflow.
A record is created, updated, or deleted in a certain phase of the workflow because of invoking a
workflow action.
A workflow transition is taken.
A workflow action is invoked.
The following rule types are available in the out-of-box system:

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Launch an URL - Call an URL to launch a web page.
JavaScript Validation - Use JavaScript to perform actions and validations.
Run a macro - Run a Service Manager macro.
Call a process - Call a Service Manager process record.
Run a wizard - Run a Service Manager wizard.
Clear Fields - Clear the specified field and related fields.
Run JavaScript - Use JavaScript to perform actions and validations.
Set Mandatory Fields - Set fields as mandatory.
Set Mandatory Variables - Set variables as mandatory.
Send Notifications - Send Service Manager notifications.
Launch a Script - Launch a Service Manager script.
Send HTML Email - Send an HTML Email to users or a group.
Start and Stop Clock - Start and stop a Service Manager clock.
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Set Fields - Set a field value using JavaScript.
Set Field from Number - Set field based on a number record.
Validate Date - Validate a date against a date range.
Field Validation Against a List - Validate a field against a list (global or defined).
Field Validation Against a Table - Validate a field against a different table.

Note:
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You cannot modify out-of-box rules because they are labeled as HP Proprietary.
You can edit a user-defined rule, for example to add or remove a condition.
Many of the rules have a default description that may contain tokens that should get
replaced with values. For example, the Set Mandatory Fields rule has a default description
<fields> are Mandatory. The token <fields> will be replaced by the fields you select in the
rule when you define the rule. You can edit the default description.
If you do not specify a condition, rule will always trigger to perform the action specified in
the rule.
Related concepts
Process Designer
Related tasks
Create a Rule Set
Add a JavaScript Validation rule

This rule enables you to validate any JavaScript code a user enters.
To add a JavaScript Validation rule:
2. Click Rule Sets > Search to open the Rule Set page.
3. Select the Rule Set to which you want to add the rule.
4. Click Add Rule to open the Select Rule Type page.
5. Click JavaScript Validation.
6. Type the Rule Description.
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7. Click Edit to add a condition.

Note: If you do not specify a condition, it will default to Always.
You may reference the current record as record in the JavaScript. For example, if the field in a
form is a category, it may be referred to as follows: record.category=="xyz"
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You may reference the original copy of the record (before any changes were made by the
user) as oldRecord in the JavaScript (that is 'oldRecord.category').
You may set the returnCode variable in the JavaScript to specify whether this rule was
successful or should be treated as a failed validation. A return code of 0 (zero) is considered
successful (it is the default), any other code is unsuccessful. The return code must be a
numeric value.
You may set the message variable in the JavaScript to specify a message that displays to
the user if the rule is unsuccessful (returns a non-zero return code).
You may set the cursorPosition variable in the JavaScript to specify a field on the current
form where the cursor should be placed if the rule is unsuccessful.
8. Enter the JavaScript in the text box.

9. Click OK to add the rule.
Related concepts
Process Designer
Adding a rule
Related tasks
Create a Rule Set
Add a Launch a URL rule

This rule enables you to launch a remote web address by its uniform resource locator (URL).
Typically, this rule aids in integrating with other products.
To add a Launch a URL rule:
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5. Click Launch a URL.
6. Type the Rule Description: Call the URL: <URL name>
8. Type an XML string to set a condition for executing this rule.
Note: If you do not enter an XML string, the condition is set to Always.
9. Type the URL address of the remote resource you want to launch in the URL field.
10. Click OK.
Related concepts
Process Designer
Adding a rule
Related tasks
Create a Rule Set
Add a Run a Macro rule

User Roles: System Administrator and Implementer
This rule enables you to run a Service Manager macro, which executes a distinct action. Service
Manager macros are specific actions driven by predefined conditions. For example, if you want to
configure a macro to send an email, select the Service Manager macro type Mail 1 Person.You
can configure this rule to send an email to an intended recipient when an incident ticket moves from
one phase to another.
To add a Run a Macro rule:
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5. Click Run a Macro.

8. Select a macro name from the drop-down list.
Note: The drop-down list has macros related to the current table of the rule set.
Related concepts
Process Designer
Adding a rule
Related tasks
Create a Rule Set
Add a Call a Process rule

This rule enables users to call a Service Manager process. You have to specify the process name
and the conditions that call the process.
Caution: You cannot call a Service Manager process that expects an input, because there is
no provision to pass the input through the rule. Calling a process that requires an input causes
the rule functionality to fail and may generate an unrecoverable error message.
To add a Call a Process rule type:
5. Click Call a Process.
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8. Click Fill Field Process.
9. Select the process you want to call.
Related concepts
Process Designer
Adding a rule
Related tasks
Create a Rule Set
Add a Run a Wizard rule

This rule enables you to run a Service Manager wizard. The form helps you to specify the wizard to
run when the rule executes.
To add a Run a Wizard rule:
5. Click Run a wizard.
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8. Click Fill Field Wizard to select a wizard to run when the rule executes.
Related concepts
Process Designer
Adding a rule
Related tasks
Create a Rule Set
Add a Clear Fields rule

From a rule set, you can clear the value of specified fields in a record. Optionally, the rule can also
clear the value in fields related to the specified fields.
To add a Clear Fields rule:
5. Click Clear Fields.
8. For those fields that will be part of the Clear Fields rule, select the fields in the drop-down list.
9. If you want to clear the value of related fields of the specified fields, select Yes.
10. If you do not want to clear the value of the related fields, select No.
Related concepts
Process Designer
Page 39 of 196
Adding a rule
Related tasks
Create a Rule Set
Add a Set Mandatory Fields rule

This rule enables you to make one or more fields mandatory and to specify a default value for each
field, which will be set if the mandatory fields are empty.
To add a Set Mandatory Fields rule:
5. Click Set Mandatory Fields.
8. Select the error message type: Pop-up or Screen to display during validation.
9. Click the Show All Error Messages Together check box if you want to display all error
messages together during validation.
10. Select the field name you want to set as mandatory.
11. You can choose a default value, which will be set if the mandatory fields are empty.
Related concepts
Process Designer
Adding a rule
Related tasks
Create a Rule Set
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Add a Set Mandatory Variables rule

This rule enables you to set global and thread variables as mandatory. If mandatory variables are
empty, then a default value is set if specified in the Rule.
Global or thread variables begin with the $symbol. However, the rule does not accept local
variables beginning with $L. Global variables are set when the operator logs on and the server
automatically cleans them up when the session ends.
Thread variables do not have a consistent naming scheme. They are only valid for the current RAD
thread. If the RAD thread terminates, the server automatically cleans up all thread variables.
To add a Set Mandatory Variables rule:
5. Click Set Mandatory Variables.
9. Click the Show All Error Messages Together check box if you want to display all error
messages together during validation.
10. Select a global or thread variable.
Note: If a mandatory variable is empty, then the rule sets it to a default value.
11. Type the variable of the default value.
Related concepts
Process Designer
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Adding a rule
Related tasks
Create a Rule Set
Add a Send Notifications rule

This rule enables you to send notifications using a Service Manager notification record. The rule is
typically mapped to a workflow or workflow phase. For example, you can use the rule to send a
notification when a phase is entered. The rule type links to an existing notification record. If you
need to send an email, use the Send HTML Email rule.
To configure a notification:
5. Click Send Notifications.
8. Click Fill Field Notification Name.
9. Select the existing notification record you want to send when this rule runs.
Related concepts
Process Designer
Adding a rule
Related tasks
Create a Rule Set
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Add a Launch a Script rule

This rule enables you to launch a Service Manager script. Scripts enable you to interrupt the normal
screen flow and gather the prerequisites before the form is displayed. For example, you can use a
script to automatically close an incident in five days. The script closes the incident.
To add a Launch a Script rule:
5. Click Launch a Script.
8. Click the Fill Field Script icon in the Script text box to select a Service Manager script.
Note: If you type an invalid script name, an error message appears.
Related concepts
Process Designer
Adding a rule
Related tasks
Create a Rule Set

This rule enables you to send a formatted HTML email to intended recipients using pre-configured
HTML templates. Recipients can be particular users or a group, either explicitly named or based on
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data in the form. This rule is used to send emails at specific points in a workflow as opposed to
create a general Service Manager notification outside of Process Designer that, for example, would
apply for all Change Requests.
This rule requires the HTML Email Solution Content Pack installed on your system. Download it in
the Service Manager section from the HP Live Network at http://www.hp.com/go/livenetwork. You
will not be able to configure this rule without this content pack.
To add a Send HTML Email rule:
5. Click Send HTML Email.
8. Select an HTML template from the drop-down list.
9. Select one of the four recipient options: Users, Group, Set Using Javascript, or Current
Record.
a. Users: Select a user type Operators or Contacts.After selecting the user type, select
operators or contacts accordingly.
b. Group: Select one of the following group types: Assignment Group (assignment),
Change Management Group (cm3groups), Knowledge Management Group (kmgroup),
or Request Management Group (ocmgroups)
o
Assignment Group: Enter a group name in the Group field. Also, select Operators,
Manager, or All from the Send To drop-down list for sending email.
Change Management Group: Enter the group name in the Group field. Also, select
Members, Approvers, or All from the Send To drop-down list for sending email.
Knowledge Management Group: Enter the group name in the Group field.Also,
select Operators, Manager, or All from the Send To drop-down list for sending email.
Request Management Group: Enter the group name in the Group field. Also, select
Operators, Manager, or All from the Send To drop-down list for sending email.
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c. Set Using Javascript: A script field appears where you can set the recipients in the users
array variable with a valid operator login names or contact names. For example,
var users = new Array();
users[0]= "jennifer";
d. Current Record: Choose a field from the current record. Also, specify if the field is the ID
of operator, contact, assignment, cm3groups, kmgroup, or ocmgroup using Field Type.
If you select any field type apart from Operator and Contact, then you have to select from
Send To field. For example, if you select Assignment Group, then select Operators,
Manager, or All from the Send To drop-down list for sending email.
Related concepts
Process Designer
Adding a rule
Related tasks
Create a Rule Set
Add a Start or Stop Clock rule

User Role: System Administrator and Implementer
This rule enables you to start or stop a Service Manager clock to measure the time taken to reach
one phase from another phase in a workflow. For example, if you want to know the time taken for an
incident ticket to move from the Validation phase to the Risk and Impact Analysis phase, configure
a rule to start a clock when the ticket enters the Validation phase. Then, configure another rule to
stop the same clock when the incident ticket moves to Risk and Analysis phase. The time
difference is stored in the clocks table along with start and stop times.
Note: You have to select the same clock for starting and stopping a clock in a rule set.
To add a Start or Stop Clock rule:
5. Click Start or Stop Clock.
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8. Select Start Clock.
9. To set a clock, select Fixed Name, under Name of Clock, and then type a clock name to add
a new clock or select a clock name from the drop-down list.
Note: The values in the drop-down list are names of the existing clocks in the system.
10. To set a clock name using Javascript, under Name of Clock, click Set Using Javascript, and
then create a clock name using Javascript. The following is an example of a clock using
Javascript.
var clockName = New Clock;

12. Repeat steps 4 to 11 to add stop clock by selecting the Stop Clock radio button in step 8 and
make sure to select the same clock as the one started.
Related concepts
Process Designer
Adding a rule
Related tasks
Create a Rule Set
Add a Set Field rule

This rule enables you to set a field with the value determined by a JavaScript. From a Rule Set, you
can select a common field from multiple tables and set its value based on a JavaScript expression.
Note: Make sure that the field is set to the contents of the "value" variable. If it is not set to
value variable, you cannot process JavaScript.
To configure a field based on JavaScript:
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5. Click Set Field.
8. Select an applicable field name from the drop-down list.
9. Type the JavaScript that sets the variable "value" to the desired value for the field in the text
box.
Related concepts
Process Designer
Adding a rule
Related tasks
Create a Rule Set
Add a Set Field from Number rule

This rule enables you to set a field based on a Service Manager number record. When this rule
executes, unique sequential numbers for the records in the database are generated.
When a new record is added, the unique sequential number is incremented or decremented based
on the prefix or suffix provided. For example, you can create a number record for the cm3r class
with Increment By as +1 and Prefix as C, Last Number as 10.Whenever a new change request
is added in the system, it assigns the change request with a unique change ID C10, the next
change request you add will have the change ID C11.
To add a Set Field from Number rule:
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5. Click Set Field from Number.
8. Select the field from the Field Name drop-down list.
9. Select the class from the Class of Number Record drop-down list.
Note: You can select the Overwrite When Record Is Saved check box to overwrite the
number when you save a record.
Related concepts
Process Designer
Adding a rule
Related tasks
Create a Rule Set
Add a Validate Date rule

This rule enables you to validate a date field against an absolute date or a range of relative dates.
For example, you can add a rule to validate whether a document expiration date is greater than or
equal to the document creation date.
To add a Validate Date rule:
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5. Click Validate Date.
8. Select the error message type: Pop-up or Screen to display the error message during
validation.
9. Select the field to validate from the drop-down list.
Note: The drop-down list displays all fields with Date data type from the current table.
10. Select the comparison operator from the drop-down list.
11. Select the Not check box if you want to negate the comparison.
12. Click Relative Date/Time or Absolute Date/Time to validate against the date field.
a. If you select Relative Date/Time, select a date field or Current Date/Time from the dropdown list.
b. An offset time of days, hours, and minutes can be added or subtracted from the relative
date/time by selecting + or -. For instance, an offset of +04:03:02 indicates the relative
date/time is ahead by 4 days, 3 hours, and 2 minutes.
c. If you select Absolute Date/Time, click the Calendar icon to select the date and time.
Related concepts
Process Designer
Adding a rule
Related tasks
Create a Rule Set
Add a Validate against List rule

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This rule enables you to select a field to validate against a list of values. This list may be global or
manually defined.
To add a Validate against List rule:
5. Click Validate against List.
10. If you select Global List, select the global list from the drop-down list.
11. If you select Manual List, type the manual list names in the Value table.
Note: If the field value does not match a value in the specified list, the system displays a
message and sets the cursor to that field when the rule is not followed.
Related concepts
Process Designer
Adding a rule
Related tasks
Create a Rule Set
Add Validate Text/Number rule

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This rule enables you to validate a field against a range of text or number in another field of same
table. You can define fixed values or select a field from the current table to validate against a field.
For example, the field to validate is Demo Number, field to validate against is Demo String1, and
the comparison operator is Is greater than or equal to.
Note: If the field to validate against is blank, the rule is ignored. If you need to enforce the rule,
then use a Set Mandatory Fields rule on the filed you need to validate against.
To add a Validate Text/Number rule:
1. Click Tailoring > Process Designer.
5. Click Validate Text/ Number.
10. Select the comparison operator from the drop-down list.
11. Select the Not check box if you want to negate the comparison.
12. To validate against a field or manually defined value:
n
To validate against a field, under Values, select Field and select the field you want to
validate against from the drop-down list.
To validate against a manually defined value, under Values, select Custom and type the
value to validate against the selected field. For example, to validate if the Risk
Assessment value is between 1 and 5, select the Is between comparison operator and
type the value 1 and 5 in the Custom text box.

Related concepts
Process Designer
Page 51 of 196
Adding a rule
Related tasks
Create a Rule Set
Add a Validate against Table rule

This rule enables you to validate a field against a field in another table and fill data into other fields.
You can also filter the data you are validating against, and fill data into other fields.
Note: If the field value does not match a value in the specified table, the system displays a
pop-up message and sets the cursor to that field when the rule is not followed.
To add a Validate against Table rule:
5. Click Validate against Table.
10. Select the name of the table you want to validate against.
11. Select the name of the field you want to validate against.
12. You can filter the data you are validating against using a standard RAD query.
For Example: The following field entries will validate only for cm3r with the current field name
(Demo String2 in this example) of the workflow:
Current Field Name field: Demo String2
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Validate Against Table field: ModuleStatus

Validate Against Field field: Status
Filter field: module="cm3r"
13. Click Here to Add Fill Information to enter Fill From and Fill To fields.
Note: The Fill From field represents the fields of the validation table against which it
validates. The Fill To field represents the fields in the current table being validated.
Related concepts
Process Designer
Adding a rule
Related tasks
Create a Rule Set
Group rules
User Role: System Administrator, Implementer
You can group multiple rules into a Rule Group with an overall condition. The system runs all the
rules in the Rule Group if the condition matches.
To group rules:
3. Select the rule set where you want to add a group.
4. Click Add Group.
5. Type a rule group name, for example, kmrules.
7. Click OK to add the group name.
8. Highlight the group by selecting it.
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9. Click Add Rule.

10. Select a rule.
11. Type the attributes in the Rule page.
12. Repeat steps 8 to 11 if you want to add more rules.
13. Click OK to group rules.
Note: You can add one or more rule groups within another Rule Group.
Related concepts
Adding a rule
See "More Actions menu" in Service Manager 9.31 HelpServer topics
Related tasks
Create a Rule Set
See "Remove an auto formatting rule" in Service Manager 9.31 HelpServer topics

The Condition Editor enables you to build a condition without any programming language
knowledge. Conditions always evaluate to True or False. When a condition evaluates to True, the
system runs the rule or applies an action that the condition controls. For example, you can use the
condition to determine if a workflow transition should occur or if a rule should execute.
A condition is made up of one or more expressions connected by logical operators AND or OR. An
expression is a query built from the fields, operators, and values that returns a Boolean value (True
or False).
After you build a condition, Service Manager displays a user readable query describing the
condition.
You can also build complex conditions with the Condition Editor. A complex condition typically has
many expressions nested together with groups and sub groups. A group is a collection of multiple
expressions within braces. The following is an example of a complex expression:
((description in Category = 100 OR display.name in Category = "Test") AND ((asso
c.published.doc in CurrentFile !=true AND activity.mandatory.msg in Object <=20)
OR error in SavedFile Starts With 101 OR ((the "edit.adaptive.learning" value in
the "Knowledge Document" Security Area <= 123 AND the "update" value in the "Tai
loring" Security Area = "always") OR test!=12)))
Note:
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After you have built a condition, you can add more expressions by linking them with OR and
AND operators. If you change an OR to an AND operator, then the condition will group all
expressions using an OR operator to ensure the condition makes logical sense.
Make sure to build a proper condition. For example, a string field in a condition should have
only alphanumeric characters. Improperly built conditions will show as Never and will not
evaluate to either True or False.
With the Condition Editor, you can:

l
Add a condition
Add a group
Edit a condition
Negate a group of expressions
Cancel a condition
Clear a condition
Related concepts
Process Designer
Related tasks
Build a condition

You can launch the Condition Editor only in the Web client. You can launch the Condition Editor in
either of the following ways.
To launch Condition Editor from a Rule:
3. Click Add Rule.
4. Select a Rule.
5. Type the rule description.
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6. Click Edit to launch the Condition Editor.

Note: If you do not specify a condition, it defaults to Always and the rule will always
execute.
To launch Condition Editor from Workflows:

1. From System Navigator, click Process Designer > Workflows.
2. Select an existing workflow or create a workflow.
3. Click a phase in the workflow.
4. You can launch Condition Editor from either of the following tabs:
n
Details Click Form Edit Condition to launch the Condition Editor.
Actions Click Add > Action Condition to launch the Condition Editor.
Approvals Click Reset Condition or Recalculate Condition to launch the Condition

Editor.
Alerts Click Reset Condition or Recalculate Condition to launch the Condition Editor.
Transitions From a workflow page, click a transition > Condition in Details tab to launch
the Condition Editor.
To launch Condition Editor from the Task Planner for change model:
1. Click Change Management > Configuration > Change Models in the System Navigator.
2. Click Search to select a change model.
Or
Click New to create a new change model record. Then, select category from the drop-down list
to view the Task Planner button.
3. Click the Task Planner button from the Task Information section.
4. Add a new task or select an existing task, and then click Task Condition to launch the
Condition Editor.
Note: To close the Condition Editor, click Cancel.
Related concepts
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Build a condition
An expression has a Left-Hand-Side (LHS) and Right-Hand-Side (RHS) separated by an operator.
There can be a combination of variables, types, and values on either side of the expression.
Note: Make sure that the RHS field matches with field data type in the LHS. For example, if
the field data type in LHS is a Boolean, you must select a matching Boolean field in RHS.
However, if you decide to choose a value rather than a field in RHS, the system provides you
an option to type or select value that is of same data type of the field in LHS.
To build a condition:
1. Launch the Condition Editor.
2. Select Expressions from the drop-down list.
3. Select an expression data type on the LHS.The following table describes the available
expression data types for LHS.
Field
Description
CurrentRecord A field in the name of the current record for comparison.

Object
A field in the Object definition of the current record for comparison.
SavedRecord
A field in the original copy of the current record

(before the user made any changes) for comparison.
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Field
Description
RAD
Evaluates a RAD expression typed in the text area. For example:
Expression
evaluate(cls.control in $L.phase) and evaluate($L.tableAccess.delete) and

open in $L.file=true and nullsub($G.ess, false)=false and approval.status in
$L.file="approved" and (category in $L.file~="KM Document" or category in
$L.file="KM Document"
If you have typed a RAD expression, click OK to build a standalone
condition. You can ignore steps 4-8.
Note:
n
You cannot combine this expression with any other expression

type.
You can use the jscall RAD function to evaluate JavaScript.
Category
A field in the associated category definition of the current record for

comparison.
Phase
A field in the associated phase definition of the current record for

comparison.
Security
An operator's security rights. You can choose rights from the drop-down list
of defined values: Change, Change Management Configuration, Change
Tasks, Knowledge Management, Knowledge Administration, Security, or
Tailoring.
Note: The Knowledge Management value is displayed as Knowledge
Document in the back-end RDBMS and after you build the condition.
Important: If you selected a security right, go to step 5.
Variable
Evaluates the value of a global, local, or thread variable condition. Fo

example:
$G.test
$L.testNumber
Important: If you typed a variable expression, press Tab on your keyboard
and go to step 5.
4. Select a field caption.
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5. Select an expression operator for the expression type. The following table describes the
expression operator.
Field
Description
Field
Description
Equals
!=
Not equals
>
Greater than
>=
Greater than but equals
<
Lesser
<=
Lesser than but equals
StartsWith Starts with an alphabet or numerals
Note: For Boolean expression conditions evaluating to !=true, you can use the following
RAD expression:
( nullsub(Boolean in $L.file,false) != true)
6. Select an expression value type on the RHS.
The following table describes the available expression data types for RHS.
Field
Description
CurrentRecord A field in the name of the current record for comparison.

SavedRecord
A field in the original copy of the current record (before the user made any
changes) for comparison.
Object
A field in the Object definition of the current record for comparison.
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Field
Description
Security
Evaluates an operators security rights. You can choose rights from the
drop-down list of defined values: Change, Change Management
Configuration, Change Tasks, Knowledge Management, Knowledge
Administration, Security, or Tailoring.
For example, to trigger a rule set only if the logged in user has the Any
Draft kmprofile enabled, set the following condition:
Security.Knowledge Management.Any Draft = true
Variable
Evaluates the value of a global, local, or thread variable condition.
Value
Allows you to type or select values as per the data type, which is based on
selected caption on the LHS.
Phase
A field in the associated phase definition of the current record for

comparison.
Category
A field in the associated category definition of the current record for

comparison.
7. Click Apply.
8. Click OK if you are done with the process of adding a condition. Once you add a condition,
Service Manager displays a user readable description.
9. If you want to add another condition, select Expression from the drop-down list and repeat
steps 3 through 8.
Note:
l
You can edit a pre-existing condition. Click the pencil icon to view and edit existing values.
To clear a condition, click Clear. You can now build a new condition based on your
requirements
To cancel a condition, click Cancel to exit the Condition Editor page.
Related concepts
Process Designer
Related tasks
Launch Condition Editor
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To add a group with a condition:
1. Launch the Condition Editor.
2. Select Add Expression > Group from the drop-down list.
3. Follow the procedure to build a condition.
A group with a condition has been added.
Related concepts
Process Designer
Related tasks
Enable deprecated fields and system fields for

Condition Editor
User Roles: System Administrator
A deprecated field is a field that the usage type is Deprecated in the data policy. A system field is a
field that the usage type is System in the data policy.
To display deprecated fields and system fields in Current Record for Condition Editor:
1. Click Tailoring > Process Designer > Configuration> Setting.
The Condition Editor Settings screen is displayed.
2. Select the Display Deprecated Fields in Current Record check box if you want to display
deprecated fields in Current Record. In an out-of-box system, this option is selected by default.
3. Select the Display System Fields in Current Record check box if you want to display
system fields in Current Record.
4. Click Save.
Now, the Condition Editor can display your selected field types in Current Record.
Related concepts
Process Designer
Related tasks
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Negating condition groups

To negate a group, click the ! icon that appears in the group when you hover the mouse at the top
left corner of a Condition Editor. Clicking this icon again will undo the negation. Negating a group
refers to negating group of expressions bound to that group.
To negate a group of expressions, click ! icon in the Condition Builder. The icon becomes red after
the negation. Click it again to undo the negation.
Note: Service Manager does not support an expression combined with negate and !=. For
example, the "Not(CurrentRecord.priority != 'high')" expression. The Condition Editor allows
building such an expression, but it will always evaluate it to false.
Related concepts
Process Designer
Related tasks
Process Designer Workflows

A workflow is a collection of phases with transitions from one phase to another. Each phase
represents the state of the workflow linked to a form for data capture. Transitions can connect
phases in any manner such as creating parallel branches or loop backs to previous branches.
A workflow enables an implementer to graphically layout the entire lifecycle of a process or record
without any programming knowledge. The end user of the workflow views the same graphical
workflow to see the current phase and past transitions.
Before you create a new workflow, you must add Rules and Rule Sets to the phases and transitions
of your intended workflow.
Related concepts
Workflow phases
Related tasks
Add a phase
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Create a workflow
You can create a workflow only in the Web client.
After you have a basic workflow, you can then modify it by adding additional phases, transitions,
rules, and actions to match the business process.
You can click Zoom in or Zoom out in the toolbar either to zoom in or zoom out in the workflow
page.
To create a workflow:
1. Click Tailoring > Process Designer > Workflows.
2. Click New.
3. Type a name for the workflow, for example Knowledge.
Note: You cannot modify the workflow name once set.
4. Type a description for the workflow, for example Knowledge Document Workflow.
5. Select a Service Manager table from the drop-down list to associate the table with the new
workflow, for example, kmdocument.
Note: You can use the kmdocument table to manage the Knowledge Management
document process. You can use the cm3r and cm3t tables for the Change Management
module. You can use the WorkflowDemo table to explore Process Designer capabilities.
6. Click OK.
The new workflow Knowledge appears in the Workflows list.
Note:
n
For a workflow that is set as HP Proprietary, you should see a HP logo in the workflow
list. For non-HP Proprietary workflows, the logo does not appear.
If you want to edit an HP Proprietary workflow or use it as a model, create a copy of the
HP Proprietary workflow.
After you created a basic workflow, modify the Object record of the table for the new workflow.
To modify the object record:
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1. Click Tailoring > Database Manager.

2. Type Object in the Table field.
3. Click Enter.
4. Under File name, provide the table name of the associated workflow, for example
KMDOCUMENT
5. Select In Object in Workflow Location drop-down list.
6. Select the workflow name in Workflow drop-down list.
7. Click Save.
Note:
l
For the changes to take effect in the Object record, log off and log on to Service Manager
By selecting In Object in the Workflow Location drop-down list, you are associating a
single workflow to all categories in Change Management. You can select By Category
from the Workflow Location drop-down list to associate workflows with their relevant
categories. For example, you can associate the Hardware category in Change Management
with the Hardware workflow and the Maintenance category with the Maintenance workflow.
Related concepts
Workflow phases
Related tasks
Add a phase

You can clone an existing workflow to use it in another business process or if you need to make
changes to a HP Proprietary workflow. You also have an option to copy the rule sets of the existing
workflow.
To copy an existing workflow:
1. Click Process Designer > Copy Existing Workflow.
2. In the Clone a Workflow page, select the workflow you want to copy.
3. Type a new workflow name.
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4. Select the Copy rule sets check box if you want to copy rule sets.
5. Type a rule set prefix.
6. Click Next.
7. Click Workflows.
The newly-copied workflow appears.
Related concepts
Creating a workflow
Workflow phases
Related tasks
Create a workflow
Add a phase
Export a Workflow
You can export a workflow from ProcessDesigner into a ServiceManager unload file. You can then
use that unload file to import the workflow into another Process Designer-based Service Manager
system.
Note: The export only includes the related records in the Workflow, WorkflowPhase, and
RuleSet tables. Processes and Java Scripts called from Rules Sets cannot be exported.
To export a workflow to an unload file, follow these steps:
1. Navigate Tailoring >Process Designer >Export Workflow.
2. In the Export/Unload a Workflow tab, select a Process Designer Table from the Table dropdown.
3. Select the workflow from the Workflow Name field:
4. Enter an appropriate name in the External File Name box.
5. Check or uncheck the Append to file check box as appropriate. You can use the Append to
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File check box.

Note:If you wish to append this workflow to a pre-existing unload file, enter the unload file
name, and make sure that the Append to file check box is checked. You can use this
mechanism to build a single unload file that contains multiple workflows that you can later
import into another Process Designer-based Service Manager system.
6. Click Ok.
After the file is created, save the file to an appropriate location. You can then import the generated
unload file to in another ProcessDesigner-based Service Manager system.
Workflow phases
Workflow phases show the state of a record in the workflow and enforce business logic that must
occur for the record to move to the next phase. Phases use transitions to move from one phase to
another phase.
Within a workflow, you can specify a form to display when that phase is active. Use different forms
on different phases to allow different information to be displayed and captured at various stages of
workflow.
Rule Sets link the phase or transition to enforce business logic, such as checking if the user has
filled in the required data or has proper security to perform a transition.
Related concepts
Creating a workflow
Related tasks
Add a phase
Add a phase
User Role: System Administrator and Implementer
You can add a phase to an existing workflow. You will use the graphical interface of the workflow
editor to add a phase.
Note: After you add a phase and click Save, you cannot modify its name. You can modify only
its display name.
To add a phase to a workflow:
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1. Click Tailoring > Process Designer > Workflows from the System Navigator to display the
workflows list.
2. Select the applicable workflow for which you want to add a phase.
3. Click Add phase.
4. Drag the mouse to add a new transition and a phase.
5. Enter the details described in the table.
Details
Phase
Order
The Phase Order field gives a numerical order number to each phase of a
workflow. These numbers are used in calculations for Response Service Level
Objectives (SLOs) and similar metrics, so that the number and timestamps of
entries and exits from specific phases can be tracked. For example, aResponse
SLOcalculation can determine the time of entry to the final phase and therefore
determine whether a breach has occurred.
As best practice, you should specify your starting phase as 1, and your closing
phase as the highest number. We also recommend that these numbers should be
roughly sequential from phase to phase. However, some workflows may loop
multiple times through a sequence or take divergent paths.
Name
Type the name of the tab.
Display
name
Type the display name of the tab.
Table name
The selected table name during workflow creation. You cannot modify it.
Form Edit
condition
If the condition evaluates to true for a user, who will be able to edit the form. If it
does not, the form will be read-only.
Records in
this phase
are active
Select the check box if you want the records in this phase to be active.
Make this
the first
phase
Click Make this the first phase if you want it to be the first phase.
Make this
the default
phase
Click Make this the default phase if you want it to be the default phase. Click
Save.
Note: If the current phase of a record is set to a phase that does not exist in
the current workflow, it will be moved to the default phase. This may occur if a
phase is removed from a workflow or if data is imported from another source
that did not share the same workflow.
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Additional
Phase
Information
Click Additional Phase Information to open the Extended Phase Information

page to modify phase information.
Note:
Only the Change Management module supports this feature.
You cannot edit or delete a phase name from the Extended Phase Information
page or the cm3rcatphase.main form.
Change Management workflows have unique workflow phases but they will
share change phases if the workflow phases have the same name. For
example, if the Workflow1 and Workflow2 each have a phase named Build
and Test they will share the same change phase record.
Forms
Display
form
The display form is the primary method to capture and display data. If you do not
specify a form, the system will look for a form that has the same name as the
current table name.
Note: You may also specify a form in a RAD expression, for example
display.form in $L.category.
To add a display form:
1. Select the display form from the drop-down list.
2. Click Save.
Additional
Forms
You can add, edit, and delete additional forms for a workflow phase.
To add an additional form to a workflow record:
1. Click Add.
2. Select the name from the drop-down list.
3. Type a description.
4. Click Additional Form Condition to enter a condition.
5. Select a security right: Add, Update, Close, Expert, or Admin.
6. Click Update to add the additional form.
Rule Sets
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Add
To add rule sets at various stages:

1. Click On enter, On exit, Initialization, On display, On update, or After
successful update tabs. See Note after step 4.
2. Click Add.
3. Select the appropriate Rule Sets check box you want to add.
4. Click Save.
Note: You may also specify a form in a RAD expression, for example
display.form in $L.category.
l
On enter Runs when the record moves from another phase into this
phase. For example, the rule set can set the time at which the record first
entered the phase or send notifications that the record has entered the
phase.
On exit Runs when the record moves out of this phase. For example, the
rule set can set the time at which the record left the phase or send
notifications that the record has left the phase.
Initialization Runs once just before the record is displayed to the user.
For example, the rule set can set up variables for display that are not
meant to change while the user is viewing the record.
On display Runs each time the record is displayed after a user action.
For example, if the user uses the fill function to populate a field, the
display rules will run after the action is completed and before the form is
displayed. A possible use may be to populate a variable that is displayed
on the form, which is calculated based on other values in the form.
On update Runs immediately before the record is updated in the

database (or created if this is a new record). For example, the rule set can
validate field data (the record will not be updated if validations fail), set
default values, or perform calculations on existing fields.
After successful update Runs immediately after the record is updated

in the database (or created if this is a new record). For example, the rule
set can send notifications of the record update or update related records
based on changes to this record.
Actions
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Add
Actions perform a task for the phase. In Knowledge Management, Actions are
used to preview the document. Actions refer to Rule Sets that are marked as
Available as Action.
1. Click Add to add an action, which runs associated Rule Sets for that phase of
the workflow.
2. Type the identification name.
3. Select the action from the drop-down list.
4. Select the location of the action: Tray, More Options List, or Button.
Note: If you select Button, then manually add a button to the form with
the option number of the action specified.
5. Click Action Condition.
6. Select Add, Save, or Delete for action when complete.
7. Select Requires lock check box if you want to lock the record before the
action can be performed.
Note: If another user has the record locked, you will not be able to
perform the action.
8. Click Save.
Approvals
Reset
condition or
Recalculate
condition
1. Click Reset Condition or Recalculate Condition.

2. Click Save.
Alerts
Reset
condition or
Recalculate
condition
1. Click Reset Condition or Recalculate Condition.

2. Click Save.
To reposition the phase, select the phase and hover your move to see a crosshairs symbol
and then move it to a desired place within the workflow page.
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To delete a phase, select the phase and either click the trashcan symbol next to the phase
or Delete from the toolbar. You cannot delete either a default or a first phase.
To move multiple phases at the same time, press Ctrl and select multiple phases, and then
move the phases or section of the workflow to new location.
In the Rule Sets tab, select a rule set and either double-click the rule set or click the View
icon to open the Rule Set page.
In the Approvals tab, select an approval name and either double-click the approval name or
click the View icon to open the Approval Definition page.
In the Alerts tab, select an alert name and either double-click the alert name or click the
View icon to open the Alert Definition page.
Related concepts
Process Designer
Creating a workflow
Workflow phases
Related tasks
Create a workflow
Process Designer workflow transitions occur when a record moves from one phase to another
phase. Transitions can happen manually, automatically, or by default. An automatic transition is
taken when its condition is met. For example, the condition might check if a field value is a specific
value. In this case, the transition is taken automatically when the record is saved. An example of a
manual transition is when an operator clicks a Request Validation as a button in the toolbar of a
form. A default transition is a special case that moves the workflow automatically only when no
other automatic transition conditions are satisfied.
Note: Transitions govern the flow of the workflow. However, in Change Management
processes, an operator with Administrator rights can use the Change Phase menu option to
bypass the workflow and jump to any phase.
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After you add a transition, you can reposition it to avoid transitions overlapping with phases or other
transitions. To reposition the transition, select the transition and move the green rectangular dot to
achieve a desired layout.
You can also move a transition from one phase to another. To move the transition, select the
transition, hover your mouse near the blue rectangular dot to see a hand symbol and now move it to
another phase.
Related concepts
Creating a workflow
Workflow phases

In setting up a workflow, an administrator can require operator action to move a record from one
phase to another. This type of transition, in which an operator must press a button or otherwise
trigger an action, is a manual transition.
To create a manual workflow transition:
2. Open the applicable workflow from the Workflows list.
3. Click the phase where the manual transition will begin
4. Hover your mouse until you see a hand symbol and then drag the mouse to add another phase.
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5. Enter the following information.

Field
Description
Transition
Type
Evaluates to one of the transaction type: Manual, Automatic, or Default.

Select Manual transaction type.
Command
Name
Evaluates to command location: Tray, More Options List, or Button.
Condition
Evaluates to a condition that you can add to the transition.
Rule Sets
Evaluates to the rule sets you created for the transition.

a. Click Add and then select the ID of the rule set you want to add.
b. Click OK.
Command
Location
Indicates where this command is located in the UI. This field has three
options:
n
Tray: The command locates on the tool bar
More Options List: The command locates on the sub-menu of the More
menu
Button: The command is a button on the form
6. Click Save.
You have added a manual transition.
Note: Click the Localize Command Label icon in the Command Name text box to open the
HP Service Manager Message page of a transition. In this page, you can add a message
record for a new transition or view the message record of an existing transition.
Related concepts
Creating a workflow
Workflow phases
Related tasks
Create a workflow
Page 73 of 196

An automatic transition moves the workflow to another phase based on data in the workflow record.
Note: You can add a condition and rule sets to the automatic transition.
To create an automatic workflow transition:
3. Click the phase where the automatic transition will begin
Field
Description
Transition
Type
Evaluates to one of the transaction type: Manual, Automatic, or Default. Select

Automatic transaction type.
Condition
Evaluates to a condition that you can add to the transition.
Rule Sets

b. Click OK.
6. Click Save.
You have added an automatic transition.
Related concepts
Creating a workflow
Workflow phases
Related tasks
Create a workflow
Add a phase
Page 74 of 196

A default transition is a special case that moves the workflow automatically only when no other
automatic transition conditions are satisfied.
Note: You can add rule sets to the default transition.
To create a default workflow transition:
3. Click the phase where the automatic transition will begin
Field
Description
Transition
Type
Evaluates to one of the transaction type: Manual, Automatic, or Default.

Select Default transaction type.
Rule Sets

b. Click OK.
6. Click Save.
You have added a default transition.
Related concepts
Creating a workflow
Workflow phases
Related tasks
Create a workflow
Page 75 of 196

Add a phase
Workflow Viewer
The following sections explain the workflow viewer and how to integrate it into knowledge
document.
View a workflow in Workflow Viewer

The Workflow Viewer enables you to view a graphical layout of the entire lifecycle of a process or
record. You can see color-coded phases and transitions of the workflow, as follows:
Phase/Transition Color Property Used
Current phase
Green highlight
Past phase
Green border
Future phase
Blue border
Inactive phase
Grey border
Past transition
Dotted green line
Future transition
Blue line arrow
To view a Workflow, follow these steps:

1. Click Tailoring >ProcessDesigner >Workflows. Or, from within a ProcessDesigner
module, click Configuration and then Workflows.
2. Double-click on any workflow.
Note: To view a workflow in the Workflow Viewer, you should integrate a Workflow widget into
any form that is associated with a ProcessDesigner-enabled table. This is currently available
for Knowledge Management (kmdocument), Change Management (cm3r and cm3t), and
WorkflowDemo, Service Desk (incidents), Incident Management (probsummary and imTask),
and Problem Management (rootcause and rootcausetask).
The procedure to integrate the viewer into each module is very similar.
Related concepts
Creating a workflow
Related tasks
Create a workflow
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View the Workflow Properties

You can use the Workflow Properties button to view the properties that are related to an entire
workflow. You can see all the workflow-based Rule Sets, Actions, and Backend Transitions that
are related to that workflow.
To view the Workflow properties, follow these steps:
1. Click Tailoring >ProcessDesigner >Workflows. Or, from within a ProcessDesigner
module, click Configuration and then Workflows.
2. Double-click on any workflow.
3. After the Workflow tab opens, click the Workflow Properties button.
4. Click on any of the following tabs:
n
Workflow Properties
Workflow Based Rule Sets
Workflow Based Actions
Workflow Backend Transitions
Caution: If you modify a Rule Set that you have accessed through the Workflow Properties
button, those changes are applied to the Rule Set directly. Therefore, any other workflow that
also uses this Rule Set will also be affected.
Integrate Workflow Viewer into kmdocument form

A new icon Workflow Viewer is available in Forms Designer. The following example will help you to
integrate the Workflow Viewer widget into the kmdocument.document form. After the integration,
you can see a graphical view of the workflow in the Contribute Knowledge > External >
Workflow tab.Using similar steps, you can integrate the Workflow Viewer with other forms.
To integrate the Workflow Viewer widget into the kmdocument form:
1. Log on as a System Administrator and open Forms Designer in the Windows client (In the
System Navigator, click Tailoring > Forms Designer). For information on accessing Forms
Designer and updating a form, see the following topics in the Help server: "Access Forms
Designer" and "Update a form".
2. In the Form field, type kmdocument.external and click Search. The Contribute Knowledge
form opens with the External Document Upload tab selected.
3. Add 'Workflow' tab in the form.
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4. Set the visible condition to [$showWF]=true in the Workflow tab.

Note: The condition hides the tab in the Windows client, but is visible in the Web client.
5. Add the Workflow Viewer component to the new Workflow tab.
6. In the Workflow Viewer component, set the following variables in the properties.
Workflow Name: $L.wfgWFName
Workflow Table: $L.wfgWFTable
Workflow RecordID: $L.wfgWFRecId
Workflow Current Phase: $L.wfgWFPhase
7. Add four text boxes at the bottom of the Workflow Viewer.
8. Set their input values in the properties to:
$L.wfgWFName
$L.wfgWFTable
$L.wfgWFRecId
$L.wfgWFPhase
Note: The four text boxes display workflow name, table name, document id, and phase of
the record.
9. Set the Workflow Viewer variables in the Main > Initialization tab of display screens for
kmdocFlow.open and kmdocFlow.view:
$L.wfgWFName=workflowName in $L.wfPhase
$L.wfgWFTable=tableName in $L.wfPhase
$L.wfgWFPhase=phaseName in $L.wfPhase
$L.wfgWFRecId=id in $L.file
if (sysinfo.get("environment")~="scguiwswt") then ($showWF="true") else
($showWF="false")
Note: To go to display screen, type ds in Service Manager command prompt and search
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for the kmdocument.document form.

10. Follow steps 1 through 7 to add Workflow View in the other Knowledge Management forms:
kmdocuments (kmdocument.probsol, kmdocument.howto, kmdocument.reference and
kmdocument.errormsg)
Related concepts
Creating a workflow
Related tasks
Create a workflow
Workflow-based Rule Sets, Actions, and Transitions

Process Designer allows you to apply RuleSets, Actions and Transitions to a workflow as a unit,
which are collectively referred to as workflow-based RuleSets, Actions or Transitions. You can
access the workflow-based RuleSets, Actions, or Transitions by following the steps in "View the
Workflow Properties" on page 77.
The following sections describe special considerations when you apply a RuleSet, Action, or
Transition to an entire workflow.
Workflow-based RuleSets
In earlier versions of ProcessDesigner, RuleSets were applied to individual phases. In certain
circumstances, the same RuleSet had to be duplicated in each phase.
In the current version of ProcessDesigner, you can add workflow-based RuleSets to an entire
workflow by viewing the Workflow Properties.
A workflow-based RuleSet is invoked on each phase of the workflow as long as the triggering
events are triggered in the back-end.
A workflow-based RuleSet is comprised of six sub-RuleSets:
SubRuleSet
Triggering Action
Add
Record Creation (Adding Record)
Execution Order
1. Add (before record is created in
the database)
2. After Successful Add (after record
is created in the database)
3. Initialize
4. On Display
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After
Record Update
Successful
Add
1. Update (before record is updated

in the database)
2. After Successful Update
3. Initialize
4. On Display
Initialize
Search and access existing record
1. Initialize
2. OnDisplay
On display
Current page refresh (caused by link

execution or other action that still keeps at
current format)
1. OnDisplay
On Update
Phase Change
1. Update/After Successful Update

The Phase Change will also save
the record before triggering
OnEnter of a new phase.
After
Ticket Close
Successful
Update
1. Update/After Successful Update
Workflow-based Actions
In earlier versions of ProcessDesigner, Actions were applied to individual phases. In certain
circumstances, the same Actions had to be duplicated in each phase. For example, in cases where
a certain button needed to be present in each phase, the workflow designer had to add the button
manually to each phase.
In the current version of ProcessDesigner, you can add workflow-based Actions to an entire
A workflow-based Action appears in each phase of the workflow when its condition is satisfied.
Workflow-based Transitions
In earlier versions of ProcessDesigner, Transitions were applied to individual phases. In certain
circumstances, the same Transition had to be duplicated in each phase. For example, when an
Incident is closed, and the related interaction must also be closed (regardless of the interactions
status), the process designer would create an automated transition from each phase to the closure
phase to close the interaction.
In the current version of ProcessDesigner, you can add workflow-based Transition to an entire
A Workflow-based Transition has the following properties:
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1. A workflow-based Transition is invoked on each phase of the workflow in response to a backend command, not when an end user triggers the transition in the UI.
2. You must still specify To Phase, Condition, and RuleSet as you would any normal
transition.For more information on this, see "Workflow transitions" on page 71.
3. If the transition is triggered by another module and the ToPhase s equal to the current phase,
then only the RuleSet is applied. If the ToPhase is not equal to the current phase, the On Exit
instructions of the current phase is executed, and then the Transition's RuleSet is applied.
Upgrades
The following sections explain upgrading to new Knowledge Management and Change
Management workflows.
Upgrading to the new Knowledge Management

workflow
As of Service Manager 9.30, Change Management no longer implements the workflow for
Knowledge Management documents. Change Management records with Category KM Document
close and creates equivalent Knowledge Management (KM) Document records, as Process
Designer now manages KM Documents. Additionally, you do not need a Change Management
license to operate Knowledge Management.
KM Document records are created with an applicable status, based on the current phase of the
Change records. The mapping is as follows:
cm3r (based on current.phase) kmdocument (status)
KM 1 Triage
Triage
KM 2 Revise
Revise
KM3 Review read-only
Review
KM 4 Conclude
Conclude
Two fields are also mapped from a Change Management record to a Knowledge Management
document:
Change Management Knowledge Management
assigned.to
assignedEditor
Coordinator
documentOwner
Another functionality included in the upgrade script is that operators with capability word
SysAdmin or KMAdmin will have the security role mapped in their operator record to system
administrator or knowledge administrator respectively.
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Note: When using the new Process Designer workflow, the following applies:
l
All open change records of category KM Document close with the completion code 1
Successful.
The corresponding KM document status changes from working copy to the status based on
the current phase of the change record.
The upgrade to Process Designer for Knowledge Management is mandatory.
Related concepts
Creating a workflow
Related tasks
Create a workflow
Upgrading to the new Change Management

After you apply Process Designer Content Pack, note the following about the Change Management
module:
l
All existing Change Management workflows will be available and editable as Process Designer
workflows. They will be linear and you may need to adjust the layout to accommodate large
phase name labels if they overlap the phase boundaries. For example, if you had a Change
Category called Maintenance, it would be available as a workflow called Maintenance.From
within Process Designer, if you select a phase, and then click the Additional Phase Information
link in the workflow phase details tab, you will see the previous change phase information. The
configuration here is still functional, but it is strongly recommended you use Change Models and
newer features to implement business logic.
Each category has an associated workflow that is built using the Workflow Editor, as part of
Process Designer. The workflow defines the phases and business logic for the process. It is no
longer specified in the Change Category table as it was with the earlier versions of Service
Manager. The existing change categories will still use the Change Category table.
A new phase, Closed, will be added at end the of all existing Change Management workflows.
Process Designer workflow controls the phase transitions of a Change and Task. The
workflows of Change and Task are specified in their associated change category record and
task category record respectively. When you open a new Change or Task, the Phase field is set
to the current phase of the workflow. The Next Phase button in the change request form is
replaced with the name of transition.
Existing change phases and task phases will still function as they did. One difference is that if a
change task is in the Withdrawn or Cancelled status, this task is considered as finished and you
do not need to manually close it to move the change to the next phase.
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Existing business logic in format controls will still function as they did. They can co-exist with
Process Designer Rule Sets which run before format controls.
Pre-existing categories and subcategories will not be linked to a change model. You must create
new change models if you want to use change models with pre-existing categories and
subcategories.
The new Change areas, such as Change, Change Tasks, and Change Management
Configuration are added.
The Display options in Change workflows will not be present after being converted to Process
Designer workflows. For example, Change Categories such as Hardware and Software before
upgrade had a Reject option which was implemented as a hard-coded Display option. After the
upgrade, to implement the Reject functionality or any other Display option, use a Transition or
Action in the Workflow Editor. For example, in the Standard or Normal workflow, consider the
transitions that proceed to the Abandoned phase. This phase is not an active phase and the
transition rules enforce you to enter a closure code and comments.
The following change models are added and are organized by category and subcategory:
Category
Subcategory
Change Model
Category
Subcategory
Change Model
Standard Change
Hardware
Install Memory on Server
Maintenance
Monthly Windows Server Maintenance
Network
Install Routers
Routine Job
Take Data Base Backup
Software
Activate Patch
User Admin Requests
Change User Rights
Major
Normal Major RFC
Minor
Normal Minor RFC
Normal Change
Emergency Change Emergency
Emergency RFC
Note: Previous OOB systems had categories such as Hardware and Software. Now
subcategories with the same names and places them under the three main categories
(Standard, Normal, and Emergency Changes). This may be a source of confusion due to
duplicate categories and subcategory names. The recommendation is to adopt the new
change model feature and let the three main categories drive the workflow with more
granular subcategories under them.
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The following table outlines the new change templates for Standard Changes:
Subcategory
Change Model
Template
Hardware
Install Memory on Server
Add or Modify Memory on Server
Maintenance
Monthly Windows Server

Maintenance
Windows Server Maintenance
Network
Install Routers
Installation of Routers
Routine Jobs
Take Data Base Backup
Perform Data Base Backup
Software
Activate Patch
Software Patch Update
User Admin
Requests
Change User Rights
Modify User Rights on Server or

Application
The existing change application profiles are replaced with new security roles. At a high-level, a
security role is created for each change profile.
The following table outlines the mapping of change profile to new security roles:
Change Profile
Security Role
DEFAULT
default
SD agent/manager
change requestor
change analyst change
change owner
change analyst tasks
change owner
change approver
change advisory board (CAB)
change coordinator change change coordinator
change coordinator tasks
change coordinator
change manager
change manager
emergency group
emergency CAB
Initiator
change requestor
problem manager
change requestor
Sysadmin
system administrator
The upgrade will map change profile rights into security rights and add them to the generated
security role. In many cases we have merged change profile rights into much fewer security
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rights. For example, the Expert right represents several change profile rights. The new
workflows reference security roles and after upgrade will use security roles that were converted
from change profiles if they exist with the same name. If a workflow uses a security role that
was not converted from a change profile, we will populate the system with that security role and
assign it default rights. It is important to inspect the security roles and associate in the system
and modify them as appropriate for usage in any of the new workflows.
The following table is the mapping of fields in change profile and the security role settings.
Change profile settings field names Security roles settings field names
Copy and open
New
New
Open
Alternate views
View
Can count records

Can notify
Clear
fill
find
irquery
Show parent
Tasks
View
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Alerts
Expert
apprdism
Can mass approve
Complex Mass Update
Duplicates
Expert Search
List Pages
Template Mass Update
Update when closed
Change category
Admin
Change phase
Can override approvals
Allowed categories
Allowed categories
Allowed status
Allowed Status
Append Query
Append Query
Approval Groups
approver.of in $G.myGroups
Area
Area
Can access approvals
Can Approve
Can Delegate Approvals
Change Manage Format
Change Manage Format
Close
Delete/Close
Default Change Category
Default Category
Default Task Category
Default Task Category
Inefficient Query
Allow Inefficient Query
Initial Change View
Initial Change View
Initial Format
Initial Format
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Initial Task View
Initial Task View
Manager Group
member.of in $G.myGroups
Modify Template
Modify Template
Name
Role
QBE Format
List Format
Reopen
Reopen
Skip Warning
Skip Inefficient Query Warning
Task Manage Format
Task Manage Format
Update
Update
The records in myGroups are populated based on the records in cm3groups. A new section, ChM
Membership, is added to the operator form that lists the groups a user is a member of.Approval
groups are no longer attached to Change Profile which is no longer used. Instead they are
attached directly to the user through ChM Membership which controls what group the operator is
a member of and which group the operator is an approver for. See ChM Membership.
A new Change Management menu with Change Management administration items will be
displayed. The following table outlines the mapping of the new and old menu items in the
System Navigator.
Change Management
Activities
Service Manager 9.31

Process Designer Content Pack
Change Management Menu Change Management Menu
Items
Items
Change administration
and environment
settings
Change Management
>Administration
> Groups
> Settings
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Change Management
Activities

Items
Items
Environment settings
Change Management
>Tasks
> Task Environment
System Administration
> Ongoing Maintenance
> Environment Records
> Change Management
Request Environment
System Administration
> Ongoing Maintenance
> Change Management

Task Environment
> Environment Records

> Change
Management Request
Environment
> Change
Management Task
Environment
Change Management
configuration
Change Management
>Maintenance
Change Management
> Configuration
>Alerts
> Alerts
>Approvals
>Approvals
>Messages
>Change Categories
>Subcategories
>Change Models
>Change Workflows
>Messages
>Subcategories
>Task Categories
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Change Management
Activities
Change Management
tasks

Items
Items
Change Management
>Tasks
Change Management
>New Task
>Open New Task
>Search Tasks
>Search Tasks
>Task Queue
>Task Categories
>Task Environment
>Task Phases
>Task Queue
Change Management
changes
Change Management
>Changes
Change Management
>New Change
>Change Categories
>Search Changes
>Change Phases
>Change Queue
>Change Queue
>Open New Change
>Search Changes
Note: The Change Management Profile option under System Administration >
Ongoing Maintenance > Profiles is no longer available.
As a general principle, the new Content does not conflict with previous out-of-box Content. For
example, all the forms are new and do not share names with previous out-of-box forms. In some
cases, the new workflow content may have used an existing out-of-box phase name. We supply
new Categories and subcategories. These do not conflict with previous out-of-box but there is a
chance, the target system uses the same names. If that is the case you may run into conflicts
that the Applications Patch Manager will detect and give you the opportunity to resolve.
As an exception to the previous point, newly added workflow phases will likely reference
previous change phases. Legacy functionality being used on the change phase will still run and
could be a source of confusion. To illustrate this, open the Normal change workflow in Process
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Designer and select the Build and Test phase. From phase details tab, select the Extended
Phase Information link and it will open the Build and Test change phase. Legacy functionality
such as auto opening of tasks may be defined previously and still run. Most of this functionality
should be moved to Process Designer capabilities.
l
The setting Require update if an activity record is NOT generated? on the Activities tab of
the cm3r Object record is unchecked. Previous out-of-box content had this setting checked. The
content pack unchecked it so that the new workflows would function better as updates are not
always required. You may change this setting back to require updates.
Process Designer Content Pack has been tested with Release Control 9.13.If you intend to use
the new workflows (Standard, Normal, Emergency), the Release Control Service Desk Adapter
for Service Manager (pd4sm93-adapter) will need modification. The convertChange.js script
references previous out-of-box phases to set the RC status. This script will need to be modified
to refer to the corresponding new phase names in the new flows. For example, Change Logging
has been renamed Registration and Categorization.
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Chapter 4
Change Management
The following sections explain the changes and enhancements in the Change Management module
after you upgrade the Service Manager to Process Designer Content Pack 9.30.3.
Change workflow
The change workflow is a sequence of connected steps in the life cycle of a change request. In the
workflow, a change request goes through several phases to complete the life cycle. Workflow
phases consist of one or multiple tasks to be completed to proceed to the next phase.
Process Designer Content Pack 9.30.3 includes out-of-box change workflows and task workflows.
The following are the out-of-box change workflows:
l
Emergency Change
Standard Change
Normal Change
Generic Task
The change and task workflows are applied to change and task records when you create change
and task categories respectively.
Related concepts
Process Designer
Creating a workflow
Related tasks
Create a workflow

If you are an HP Service Manager Administrator, you may want to create new change or task
categories. You can create new category records by copying and modifying an existing record, or
by creating a new record. HP Service Manager provides out-of-box category records that you can
use or modify.
To create new category record:
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Chapter 4: Change Management
1. Click Change Management.

2. Do one of the following:
n
Click Configuration > Change Categories.
Click Configuration> Task Categories.
3. Click New.
4. Type the name of the category.
5. Type the category description.
6. Type the availability value.
7. Select a workflow for the category.
8. Select template for the category.
9. Click Save to view the Workflow tab and other associated tabs.
10. For change category, click Subcategories tab to create subcategories for the change
category.
11. For task category, click the Available Phases tab and select a change phase from the dropdown list to associate the task category with the change phases. The newly created task
category definition will be applied to the change workflow phases.
If you leave Available Phases blank for a task category, then you can use this task category in
all change phases.
12. Click Save.
Related concepts
See Managing categories and phases in Service Manager 9.31 HelpServer topics
See Search for a record in Service Manager 9.31 HelpServer topics
Related tasks
See View a change category record in Service Manager 9.31 HelpServer topics

Subcategories are a way to refine a Change Category into smaller groups. For example, Change
Category Hardware can have Install Hardware and Move Hardware subcategories.
To add a subcategory:
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1. Click Change Management > Configuration in the System Navigator.

2. Click Subcategories.
3. Type a category name in the Category text box.
Or
Click the Fill Field Category icon to select a change category.
4. Type the subcategory name in the Subcategory text box.
5. Type the subcategory description.
6. Click the Fill Field icon in the Company text box to associate a company record with the
subcategory.
7. Click Save to add the new subcategory of a change category.
Related tasks

You can add a new subcategory directly from a change category. This reduces the number of
access points required for you to have access in order to create a subcategory. You can view a list
of subcategories and their record details associated with the current category.
2. Click Change Categories > Search.
3. Select the Change Category for which you want to add a subcategory.
4. In the Change Category Definition page, click the Subcategories tab.
5. Click Add subcategory.
6. Type a subcategory name.
7. Type a description for the subcategory.
8. Click the Fill Field icon in the Company text box to associate a company record with the
subcategory.
9. Click Save to add the new subcategory.
Related tasks
Page 93 of 196

Add workflow from change category

You can create a new workflow record directly from a change category.
To add workflow from a Change Category:
2. Click Change Categories > Search.
3. Select the change category for which you want to add a workflow.
4. In the Change Category Definition page, remove the currently assigned workflow from the
Workflow text box.
5. Click More > Add new workflow.
6. Type the new workflow name in the New Workflow Definition page.
7. Select a table name to associate the workflow.
8. Type a start phase name.
9. Click Next.
10. Click Save to add the new workflow.
11. Click OK to return to the Change Category definition page.
12. Type the workflow name in Workflow text box.
Or
Click Fill Field Workflow and then select the workflow.
13. Click Save to associate the workflow to the change category.
Related tasks
Page 94 of 196

User Role: Change Coordinator
After a change is scheduled, you can create the tasks for building, testing, and implementing the
change. You have several ways to create a change task for a change record.
To create a change task from New Task in the System Navigator:
1. Click Change Management > New Task.
2. Double-click the change record for which you want to create a task.
3. Select a category for the new task.
Note: If the current phase of the change is listed in the Available Phases tab of a change
task category, then this task category will appear here for your selection.
If Available Phases is left blank in a change task category, then this task category is
visible for all changes phases.
Service Manager opens a task information form.
4. Complete the form with all required information.
5. Click Save.
To create a change task from the More menu:

1. Do one of the following in the System Navigator:
a. Click Change Management > Change Queue.
b. Click Change Management > Search Changes, enter your search criteria, and then click
Search.
2. Find the change request you want to create tasks from, and then double-click the record to
open it.
3. Click More and then click Open New Task.
Note: The Open New Task option will be available only for the change phases that match
the phases in the Available Phases tab of change task category. For example, if the
current phase of the change request is Change Review, then the Open New Task option
will list all the task categories which have the Change Review phase listed under the
Available Phases tab.
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If Available Phases is blank in task category, then this task category is visible for all
phases.
6. Click Save.
Related tasks
See Close a change task in Service Manager 9.31 HelpServer topics
Related references
See Coordinate change implementation in Service Manager 9.31 HelpServer topics
Use task planner to plan change tasks in a change

record
User Roles: Change Coordinator, Change Manager
By using the task planner in the change record, you can plan change tasks for current or future
phases in the ongoing change.
To plan a change task in the task planner from a change record:
a. Click Change Management > Change Queue
b. Click Change Management > Search Changes, enter your search criteria, and then click
Search.
2. Find the change request you want to create tasks from, and then double-click the record to
open it.
3. Click the Task Planner button in the Tasks section.
4. Click Add Task, and then do the following:
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a. Type task description in the Description text box.

b. Select task category from the drop-down list.
c. Select a task template from the drop-down list. (Optional)
d. Select a change phase to start the task from the drop-down list.
e. Select a change phase to end the task from the drop-down list. (Optional)
Note: The end phase must be no earlier than the start phase. If left blank, the end
phase will match the start phase.
5. Click Add Task to add another task.
Or
To create a sequential task, hover the mouse on the new task added in the graphical interface
until you see a hand symbol, and then drag the mouse pointer to add a new task.
6. Click OK to save the planned tasks.
If the Start Phase in the change task you just planned is the same as the current phase of the
change record, the change task is created with a Task Number assigned. Otherwise, the task
will be in the planned status until the change reaches the Start Phase defined for this task.
Once a task is created, you cannot delete this task or modify its properties in the task planner.
You can click the task number in graphical interface to modify the details of a created task.
If you see a red dot on the top left corner of a task, it means that this task cannot be modified or
deleted in the task planner of the change record, because the Mark as required/Set properties
as read-only in change option is selected for this task in the change model.
The Task Condition and Mark as required/Set properties as read-only in change fields
can only be set for the tasks defined in the task planner in change model. These fields are readonly here in the task planner in change for your reference.
If a task is not marked as required in change model and has not been created, you can click
Delete to remove this planned task, or you can modify its properties. However, you cannot
move the start phase of a planned task to a phase prior to the current phase of the change.
If you open the task planner before a change has been created or after a change has been
closed, the task planner will be read-only. The Add Task and Save buttons are invisible.
In the graphical interface of the task planner, you can specify tasks as dependent on other tasks
by adding a connector between two tasks.
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After you finish adding tasks, click Auto Layout to allow the editor to arrange the tasks and
dependencies.
The task planner graphical interface supports panning.
You can click Zoom in or Zoom out in the toolbar or use the mouse wheel to zoom in or zoom
out the task planner graphical interface.
You can reposition the workflow by moving the outline box within the graphical interface.
You can resize the task planner graphical interface by expanding the details form or resizing the
task planner window.
The following is the various statuses of a task and their graphic styles in the task planner:
Task Status
Graphic Style
Remarks
0-Planned
0-Planned
(opened)
This style appears when a task is created but still in

Planned status because it is dependent on another task
to complete.
1-Ready
2-Assigned
3-In Progress
4-Blocked
20Completed
21Completed
with problem
30-Cancelled
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Task Status
Graphic Style
Remarks
31-Withdrawn
32-Failed
Related tasks
Related references
See Coordinate change implementation in Service Manager 9.31 HelpServer topics

User Roles: Change Coordinator, Change Manager, Change Analyst
If a change record has more than one opened task, you can cancel multiple or all opened tasks by
using the Mass Cancel feature.
To cancel multiple opened tasks for a change record:
1. Click Change Management > Search Changes, enter your search criteria, and then click
Search.
2. Select a change and then click More > View opened tasks.
A task list appears if this change contains multiple opened tasks.
3. Select the tasks that you want to cancel and then click Mass Cancel.
4. Click Yes.
5. Enter your closure comments and then click Finish.
The selected opened tasks are now cancelled:
l
The status of the opened tasks is set to Cancelled.
The automatic transition in the task workflow moves the phase to Cancelled.
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The Closure Code is set to 6 Cancelled.
Related tasks
Change model
A change model is a record that is used to pre-define the contents of a specific type of Request for
Change (RFC), including the information used to populate the RFC and tasks needed to complete
the change.When you open a change request using a change model, all information is added
automatically to the change without any action needed by the operator.
When creating a new change model, you can define the tasks to be completed and the
dependencies between multiple tasks. When you create a new change, a list of change model
templates appears. In the change model template, change models are grouped by category and
subcategory. You can apply a change model to a change using the change model template.

User Roles: Change Coordinator, Change Manager
To create a new change model:
2. Click New.
3. Type the change model ID.
4. Type the change model name.
5. Type the change description.
6. Click the Fill Field Category icon in the Category text box to select a change category.
7. Click the Fill Field Subcategory icon in the Subcategory text box to select a change
subcategory.
8. Select a change template from the drop-down list.
If needed, you can specify more than one template. When users open a new change from this
model, Service Manager automatically applies all specified templates in the order listed by
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merging their field values. The following table lists two example templates and their merge
result:
Sequence of
Template
Field
Value
Description
Install Windows Vista on new employees

laptop
Brief Description
Install Windows Vista
Assignment
Group
(empty)
Description
(empty)
Brief Description
Install Windows 7
Assignment
Group
Hardware
Description
Install Windows Vista on new employees

laptop
Brief Description
Install Windows 7
Assignment
Group
Hardware
Merge Result
9. Select a wizard from the drop-down list.

Note: The wizard helps you to accomplish certain tasks when it executes. When you
open a change model from a change, the wizard associated with the change model
executes. For example, you can run a wizard to prompt the user for a device type when
adding a device record.
10. Complete the form with all of the required information.
11. Click Save.
Related concepts
Change model
Change Management
Related tasks
Page 101 of 196

Using the task planner, you can add, edit, or delete tasks, which are part of change model record. In
the graphical interface, you can specify tasks as dependent on other tasks by adding a connector
between two tasks. Tasks that do not have dependencies may be open in parallel but are still
governed by the Start and End Phase attributes, as well as the task condition.
When adding a task to a model, specify the following attributes:
l
Description
Task Category
Task Template
Start Phase A task opens at this change phase. If the task is dependent on another task, it will
be in the Planned status.
End Phase Specifies what change phase the task must end. If there are still open tasks for a
phase, the change will not be allowed to go to the next phase. If left blank, the end phase will
match the start phase.
Mark as required/Set properties as read-only in change Specifies whether or not this task can
be re-planned or removed when you plan tasks using the task planner from a change record.
Task Condition Defines the conditions for task creation.

n
The task condition is evaluated at each update of the change record when the change is in the
Start Phase defined for this task.
If you leave this field blank, the condition will be evaluated as true.
When the condition is evaluated as true after a change update, the task is created and linked
with the change record.
Once a task has been created and linked with the change, the condition for this task will not
be re-evaluated anymore.
When the condition is true in the first instance but false after the change is updated, the
system does not automatically close the task and you need to close it manually.
The condition of the planned tasks is shown as read-only in the task planner from the change
record.
If a task is dependent on a conditional task that has not been created because its condition is
evaluated as false, this task will still be created (in Ready status) when the change reaches
the Start Phase defined for this task.
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As these tasks are created for a Change, task information is automatically applied to the new task
record.
For task dependencies to function, the task statuses must follow a convention to use a numeric
value for the task status value. The content pack installs the global list Change Task Status which
contains the following statues in the table.
Value List Display List
0
Planned
Ready
Assigned
20
Completed
21
Completed with Problems
In Progress
30
Cancelled
31
Withdrawn
32
Failed
Blocked
Tasks that do not have any dependencies are automatically opened with the1=Ready status.
Tasks that are dependent on other tasks are opened with the 0-Planned status.Once all tasks that
another task is dependent on have reached a status of 20 or greater, the dependent task will have
its status changed to 1-Ready.
To see a working example, view the Generic Task workflow. It utilizes formatchm.task, and the
statuses above. The initial Waiting phase will transition to Active when the task status > 0 which
means it is not planned.
Using the behavior of the tasks statuses set by Process Designer, you can create your own task
flow or modify a copy of the Generic Task workflow. If you are using task statuses that are not
using the numeric values, task dependencies will not function.
You can move a task from one phase to another by setting appropriate conditions. The following
condition is an example to move a task from the Waiting phase to Active.
(Status in CurrentRecord> 0 AND Variable $L.tableAccess.update = true)
You can set multiple dependencies for a task. If a task is set with dependencies, the task can start
only after all the dependent tasks are completed. The following table outlines the various statuses
of a child task which is dependent on the parent task when you open a change.
Parent Task
Child Task
Ready
Planned
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Parent Task
Child Task
Completed
Ready
Completed with Problems
Ready
Cancelled
Ready
Withdrawn
Ready
Failed
Ready
Blocked
Ready
To add a task to a change model:

Or
Click New to create a new change model record.
Note: Select category from the drop-down list to view the Task Planner button.
3. Click the Task Planner button to add tasks to the change model.
4. In Task-Properties, do the following:
a. Type task description in the Description text box.
b. Select task category from the drop-down list.
c. Select a task template from the drop-down list. (Optional)
d. Select a change phase to start the task from the drop-down list.
e. Select a change phase to end the task from the drop-down list. (Optional)
Note: The end phase must be no earlier than the start phase.
f. Select the Mark as required/Set properties as read-only in change check box if you do not
want this task to be modified or deleted when you plan tasks in the task planner from a
change record. (Optional)
After you select the check box, a red dot appears on the top left corner of the task.
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g. Define the task conditions if you want to add conditions to create the task. (Optional)
Note: The CurrentRecord in the condition editor here refers to the Change record.
5. Click Add Task to add another task.
Or
Hover the mouse on the new task added in the graphical interface until you see a hand symbol,
and then drag the mouse pointer to add a new task.
6. Click OK to save the change model tasks.
You cannot add a new task until you define mandatory details of the previous task in the
task planner window.
You can click Delete in the toolbar to delete a task.
You can edit a task by selecting the task in graphical interface and modify its properties.
After you finish adding tasks, click Auto Layout to allow the editor to arrange the tasks and
dependencies.
The task planner graphical interface supports panning.
You can click Zoom in or Zoom out in the toolbar or use the mouse wheel to zoom in or
zoom out the task planner graphical interface.
You can reposition the workflow by moving the outline box within the graphical interface.
You can resize the task planner graphical interface by expanding the details form or resizing
the task planner window.
Related concepts
Change model
Change Management
Related tasks
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Apply change model to existing change record

User Roles: Change Manager, Change Coordinator, Change Requester
You can apply a change model to an existing change record that does not have a change model
applied or you can apply a change model to replace the change model previously applied.
In the out-of-box setting, the Apply Change Model option is only available for the change records
using the Emergency Change, Normal Change, or Standard Change workflows when the change is
in the phases before Approval (or before Execution for Standard Change).
After you apply a new change model to a change record:
l
The change will automatically go back to the first phase of the workflow.
The field values defined in the change model will overwrite the values in the change record.
All the tasks in waiting phase are automatically cancelled as these tasks have not been worked
on; the tasks after waiting phase must be manually cancelled before the change model is
applied, so that you are aware applying the new change model will disrupt your original change
process as you might have already started working on some tasks.
To apply a change model to a change record:

a. Click Change Management > Search Change, and then click Search.
b. Click Change Management > Change Queue.
2. Open the change record to which you want to apply a new change model.
3. Click More > Apply Change Model.
Note: In the out-of-box setting, the Apply Change Model option is only available for the
change records using the Emergency Change, Normal Change, or Standard Change
workflows when the change is in the phases before Approval (or before Execution for
Standard Change).
If the change record has opened tasks, you will be prompted to cancel all the opened tasks
manually before applying a change model.
4. Select the desired change model from the list.
5. Click Yes to apply the change model.
The selected change model is applied to the change record and the change phase is changed
to the first phase in the workflow.
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If you want to configure whether the Apply Change Model option is available for a phase of a
workflow, you can add or remove the chm.apply.change.model action in the workflow phase.
To add the Apply Change Model option for a phase of your workflow:
Note: If you want to edit an HP Proprietary workflow or use it as a model, create a copy of the
HP Proprietary workflow.
1. Click Change Management > Configuration > Change Workflows from the System
Navigator to display all the change workflows.
2. Open the workflow that you want to configure.
3. Click a phase in the workflow and then click the Actions tab.
4. Click Add to add an action with the following settings:
n
Id: Apply Change Model
Action: chm.apply.change.model
Location: More Options List
Action Condition: $L.tableAccess.update=true
Requires lock: true
5. Click Save.
Related concepts
Change model
Workflow phases
Related tasks
Add a phase
Map change model fields into change record

By configuring the link file, you can customize the fields to be copied from a change model to a
change record. You can modify the global link file used as the default for all change models or you
can specify a link file for an individual change model. If a link file is specified for a specific change
model, it takes precedence over the global link file.
To configure the default change model field mapping for all the change models:
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1. Click Change Management > Administration > Settings in the System Navigator.
The Change Setting screen appears. The default link file for all the change models is specified
in the Default Open/Apply Link text box.
2. Click the Find Related Information icon on the right of the Default Open/Apply Link text
box to open the link file.
3. Click the line containing the mapping information in the table, and then click More > Select
Line.
4. Modify the fields mapping in the Source Field (Fill To/Post From) column and the Target
Field (Fill From/Post To) column.
Note: Enter the field names of the changeModel table in the Source Field (Fill To/Post
From) column, and enter the field names of the cm3r table in the Target Field (Fill
From/Post To) column. The fields mapping each should be in the same data type.
5. Click Save.
Note: If you want to use a different link file, enter the name of your link file in the Default
Open/Apply Link text box.
To configure the fields mapping for one specific change model:

1. Click Tailoring > Tailoring Tools > Links in the System Navigator.
2. In the Name field, type the name of the form or file. If desired, type a descriptive name or phase
in the Description field.
3. Click New to create the new link record.
4. Click a line in the table, and then click More > Select Line.
5. Type the descriptive relationship information in the appropriate text boxes.
6. Configure the mapping using the Source Field (Fill To/Post From) column and the Target
Field (Fill From/Post To) column.
Note: Enter the field names of the changeModel table in the Source Field (Fill To/Post
From) column, and enter the field names of the cm3r table in the Target Field (Fill
From/Post To) column. The fields mapping each should be in the same data type.
7. Click Save to add the new link record.
Page 108 of 196

Or
Click New to create a new change model record.
10. Click the Fill Field Open/Apply Link icon in the Open/Apply Link text box to select the link
file you created.
11. Click Save.
Related concepts
Change model
Change settings
See Understanding links in Service Manager 9.31 HelpServer topics
Use change models in Service Catalog connector

When adding a new Service Catalog item using the Open a Change connector, you can select a
change model to open a change.
To use a change model when creating a service catalog item using the Open a Change connector:
1. Click Service Catalog > Administration > Manage Catalog in the System Navigator.
2. Click Add New Service Catalog Item.
The New Service Catalog Item Wizard appears.
3. Enter the information as needed for the new Service Catalog item, and then click Next.
4. Select Open a Change as the connector type and specify the parent category this new item
belongs to.
5. Click Next.
6. Select change category, change subcategory, and change model, and then click Next.
7. Specify all the fields to define the initial state of the change request this item creates.
Note: All these fields are mandatory for creating the change requests. They must be
specified either here or in the selected change model. If you leave any of these fields
empty here, make sure this field has been defined in the selected change model.
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Otherwise, the change will not be created automatically after a request is approved.
The values specified here take precedence over those defined in the selected change
model (or in the change templates used by the change model).
8. Click Finish.
After completing these steps, a Service Catalog item is created with the Open a Change
connector. When a user orders this Service Catalog item and the request gets approved by the
approver, a change record using the selected change model will be created.
Related concepts
Change model
See Service Catalog connectors in Service Manager 9.31 HelpServer topics
Related tasks
See Add a Service Catalog item in Service Manager 9.31 HelpServer topics

User Roles:Problem Manager, Change Coordinator, Release Manager
Sometimes you will need to create a new change request that is not based on an existing
interaction or known error.
To create a new change request:
1. Click Change Management > New Change in the System Navigator.
2. Drill down the change categories to select a change model for a new change request. Service
Manager displays a new form and populates the following fields based on your previous
selections.
n
Change ID
Phase
Category
Subcategory
Note: To create a new change request based on a change model, click Change
Management > Administration > Settings. Click Change Model under Select on
Open. You can group the change model based on category, subcategory, or up to four
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change model fields by specifying them in the Group Change Model by text box.
3. Complete the form with all of the required information and any additional information.
4. If you are logged in as a Problem Manager and want to associate an existing known error with
this change, use the More button to associate a known error record with this change.
5. Click Save. A notification of the change is sent to the selected change initiator.
The toolbar in the change request form contains a button with the name of the transition.
You can navigate a change workflow using this button.You can use the More menu for
other workflow actions that you can perform, such as Abandon. If you are creating new
Change, you must click Save first before any transitions buttons or options appear.
The Tasks section in the change request form lists the tasks associated with their phases
in the workflow. You can click the Task Planner button to view or plan the tasks for the
current change record.
The Approvals section in the change request form lists the approvals associated with the
current phase in the workflow.
You can also create a new task from a change request by using the Open New Task option
in the More menu. This option is available only for the phases that match with the change
phases under the Available Phases tab in task category. If you leave Available Phases
blank for a task category, then you can use this task category in all change phases.
You cannot reopen a Standard, Emergency, and Normal change category request.
Related tasks
See Create change request from user interaction in Service Manager 9.31 HelpServer topics
See Update a change request in Service Manager 9.31 HelpServer topics
See Withdraw a change request in Service Manager 9.31 HelpServer topics
Approvals in Change Management

Change Management requires approvals to be complete before the change request can move to the
next logical phase. Approvals are based on associated Service Level Agreements (SLA). Managers
and sponsors associated with the SLA must be listed as approvers for each phase.
After the approvals are complete, you can move the request to any desired phase by setting
condition in condition editor of transitions. You can set the transition condition to move the change
request to another phase or remain in the current phase by setting the statuses to Denied and
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Pending respectively. For example, you can set the following conditions for the transitions in the
ECAB Approval phase to move the change request to different phases.
Condition
Action Performed
Set the following condition in the transition from

the ECAB Approval phase to the Build and Test
phase
Change request moves from the ECAB

Approval phase to the next phase, Build
and Test.
Approval Status in CurrentRecord=

approved AND Build Test Required in
CurrentRecord= true

ECAB Approval to Implementation

Approval phase to Implementation.
Approval Status in CurrentRecord=

approved AND Build Test Required in
CurrentRecord= false

ECAB Approval to Risk and Impact Analysis.
Approval Status in CurrentRecord= denied

Approval phase to the previous phase,
Risk and Impact Analysis.
A change request may require other approvals, depending on the category listed in the
categorization field:
l
Change requests with an impact of 3 (Major Impact) also require approval by an IT director.
Change requests with an impact other than 1 (Minor Impact) must be approved by a member of
the Change Advisory Board (CAB).
Related concepts
See Change Management in Service Manager 9.31 HelpServer topics
See What is an approval? in Service Manager 9.31 HelpServer topics
See What is an approval sequence? in Service Manager 9.31 HelpServer topics
See What is approval status? in Service Manager 9.31 HelpServer topics
See Approval options in Change Management in Service Manager 9.31 HelpServer topics
Related tasks
See Approve, deny, or retract a change in Service Manager 9.31 HelpServer topics
See Approve multiple change requests in Service Manager 9.31 HelpServer topics
Page 112 of 196

Change Management administration provides the capability to control the Configuration
Management application functionality, manage change groups, and create change request based
on change model, category, or subcategory.
Change Management administration consists of the following:
l
Change Environment: Change Management contains an environment record for changes. This
record contains an option that defines the functionality of the Change Management application
for all Change Management users.
Groups: This enables you to group operators to be a member or approver of change groups.
Settings: You can create a change request based on the change model or category by selecting
the appropriate option in the Change Settings page.You can also enable sending email
notifications through Event Messages to Change management.
Task Environment: Change Management contains an environment record for tasks. This record
contains an option that defines the functionality of Change Management application for all
Change Management users.
Related concepts
Change Management
Change model
Configure a Change Management environment record

To configure a Change Management environment record:
1. Click SystemAdministration> Ongoing Maintenance> Environment Records > Change
Management Request Environmentor Change Management Task Environment.
2. Choose the parameters for the entire change system.
Setting
Description
Allow Operator Access

without Profile Record
Permit users without an Operator profile for Change

Management to access the application using the default profile.
Change Manager
Enables you to specify the change manager.
3. Click Save.
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Related concepts
See Change Management environment records in Service Manager 9.31 HelpServer topics
Change settings
To configure change settings:
1. Click Change Management > Administration > Settings in the System Navigator.
2. To enable sending email notifications using Event Messages to Change Management, select
the Enable Legacy Event Messages check box.
3. To specify the default link file for mapping change model fields to change records, enter the
name of the link file in the Default Open/Apply Link text box.
4. To enable change model filtering based on the script function you defined, enter the script
function name in the Change Model Restriction Script Function text box. For example,
ChangeModelRestriction.getRestrictionSql.
Note: The specified script function is used to filter change models that you can see when
creating a new change or applying a change model to a change, according to the
conditions defined in the script.
To define the query conditions in the script, click Tailoring > Script Library in the
System Navigator, search for the script or create a new script, and then define the script
function for change model filtering.
5. To create a new change request based on change category, select Category under Select On
Open.
6. To create a new change request based on Change Model, select Change Model under Select
On Open.
7. To configure the change model hierarchy, type up to four column names to group the change
model in the Group Change Model by text box. For example, to group the change model by
category and template, type category, changeTemplate.
Note:
n
Make sure to select Change Model under Select on Open to configure the change
model hierarchy.
Use the column names specified in the changeModel table.
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You can configure maximum of four levels in the change model hierarchy specifying the
columns in a comma separate list.
8. Click Save.
Note: You can create or edit custom settings by using the More menu.
Related concepts
Related tasks
Change group
Change group enables you to group operators who can be members or approvers of the same
change group. You can create change groups to contain members and approvers who operate on
common area of responsibility.
Service Manager sends a notification to members of the corresponding groups whenever a new
change request is created or the existing change is modified. Approvers of a group can accept or
deny the approval requirement of a change.
To configure a change group:
1. Click Change Management > Administration > Groups in the System Navigator.
2. Type the name of the new change group in the Group Name text box.
3. Select the area.
4. Type the description of the new group.
5. Type the name of the manager of the change group.
6. Select the work schedule of the change group from the Calendar drop-down list.
7. Select time zone.
8. Type the name of the members of the change group.
9. Type the name of the approvers of the change group.
10. Click Add.
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Related concepts
ChM Membership
ChM Membership
User Role: Change Manager
ChM Membership contains the information of an operator being a member or approver of particular
Change Management groups.
The fields in the ChM Membership record are as follows:
l
Name: Name of the operator
Member Of: Name of the change groups the operator is a member of
Approver Of: Name of the change groups the operator is an approver of

Note: The myGroups (ChM Membership) and cm3groups (Change Management Groups) tables
are synchronized. For example, in the myGroups table, if operator is OPER1 and Application is
the change group in the Member Of field, then OPER1 will be added to Members field in
cm3groups.
Related concepts
Change group
Security
The following sections explain the Change Management security roles, security areas, and rights.
Setting rights to changes and tasks

User Roles: Change Manager
The Change Administrator can set rights to changes and tasks using the role-based security. The
Changes, Change Tasks, and Change Management Configuration areas contain default security
rights and settings. The rights are copied to new roles created for these areas. However, the
settings are inherited only if there are no settings specified on the roles.
Note: Whenever the roles in an operator record are updated, the operator must log out and then
log in for the changes to take effect.
Related concepts
Page 116 of 196
Security roles
User roles

The security areas in Change Management are Changes, Change Tasks, and Change
Management Configuration. These areas contain the default security rights and settings for Change
Requests in the Change Management module. The security right settings will be inherited by the
new roles created in an area when no settings are specified in the security role.
The change areas are used to set permissions to operators to provide access to particular area of
Change Management. For example, for the Change Coordinator security role, set change area as
Change Management Configuration and rights as View and Admin. Then, an operator with this
security role can view and configure only the Change Management Configuration items under
Change Management. The following table lists the areas and the relevant Change Management
menu items the operators can access.
Change
area
Change
Change Management System Navigator menu items for this area

This area contains the default security rights and settings for change requests in
the Change Management module.
For example, New Change, Change Queue, Task Queue,Search Changes, and
Change Calendar.
Change
Tasks
This area contains the default security rights and settings for change tasks in the
Change Management module.
For example, New Tasks and Search Tasks.
Change
This area contains the default security rights and settings for Change
Management Management configuration. For example, Alerts, Approvals, Change Categories,
Configuration Change Models, Change Workflows, Messages, Subcategories, and Task
Categories.
Default rights
The default rights defined in areas will be inherited when you create new security roles. The
following table shows the out-of-box default rights defined in the Change, Change Task and Change
Management Configuration areas.
Area Name
View
New
Update Delete/Close Expert
Change
TRUE
FALSE Never
Never
FALSE FALSE
Change Tasks
TRUE
FALSE Never
Never
FALSE FALSE
Change Management
Configuration
FALSE FALSE Never
Never
FALSE FALSE
Admin
Page 117 of 196
Note: While setting permission for security roles, if you grant Admin rights, then the operators
can perform the administrative activities listed under the Administration menu of Change
Management.
Related concepts
Security roles
User roles

To create a security role and assign rights and settings:
1. Click System Administration > Security > Roles.
2. Click New.
The security role form is displayed.
3. Type the security role name.
4. Type the security role description.
5. Click Save.
6. Select the security area.
The security rights and settings form is displayed.
7. Under Rights, select the rights to be assigned to the security role.
For example, set Expert rights for the security role. The Expert security right enables the
operator to view alert log, opened tasks, affected services, and clocks of change request. It
also enables you to set reminders, send notifications, create hot news, and associate change
request to changes, incidents, interactions, quotes, and know errors.
8. Under Settings, add required settings.
9. Under Folders, add folder permissions to the security role.
The out-of-box security folders available in Service Manager are DEFAULT and advantage.
You can also create security folders to meet your business needs. By default, all security
folders are assigned to a new security role created. Once a role is created and rights are
configured, you can modify the security rights for a role within an area.
Related concepts
Page 118 of 196

User roles
Page 119 of 196
User roles
The out-of-box Change Management user role descriptions use these security roles, application profiles, and capability words. In order to use
Change Management, you must assign the appropriate user role descriptions to your personnel. If necessary, you can modify these user role
descriptions or add new ones.
User Role
Security Roles
Configuration
Management
Profile
Change
Analyst
default
DEFAULT
partial.key
change request
change task
problem
management
expedite
change
service desk
user.favorites
incident
management
DEFAULT
partial.key
change request
change task
problem
management
expedite
change
service desk
user.favorites
incident
management
change analyst change

Change
Approver
default
change approver
Request
Management
Profiles
Service Level
Management
Profile
Contract
Management
Profile
Capability
Words
Page 120 of 196
User Role
Security Roles
Configuration
Management
Profile
Change
default
DEFAULT
Coordinator
changecoordinatorchange
Request
Management
Profiles
default
DEFAULT
Capability
Words
partial.key
change request
change task
problem
management
expedite
change
service desk
user.favorites
incident
management
requestor
partial.key
change request
change task
problem
management
expedite
change
service desk
user.favorites
incident
management
ChMAdmin
OCMQ
OCML
change manager
request
coordinator
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Contract
Management
Profile
request reviewer
Change
Manager
Service Level
Management
Profile
User Role
Security Roles
Configuration
Management
Profile
E-CAB
default
DEFAULT
emergency group
Request
Management
Profiles
Service Level
Management
Profile
Contract
Management
Profile
DEFAULT
DEFAULT
DEFAULT
Capability
Words
partial.key
change request
change task
problem
management
expedite
change
service desk
user.favorites
incident
management
EditContacts
data
administrator
public.favorites
data
administrator
OCMQ
OCMO
OCML
Related concepts
Security roles
Page 122 of 196
Chapter 4:
Enabling approval delegation

To enable other operators to delegate approval authority, a System Administrator must make the
following changes to an application profile of an operator.
To delegate approval authority for this
application
Requires enabling this application profile

option
Change Management
Request Management
Delegate Approvals
Service Catalog
(controlled by Service Desk profiles)
Delegate Approvals
The Delegate Approvals or Can Delegate Approvals profile option only controls whether an operator
can view the Approval Delegation wizard. Separate application profile options control whether an
operator can view or approve objects in an application.
The following example illustrates how to enable approval delegation for the Change Management
application:
To edit the application profile record to which you want to grant approval delegation authority:
1. Log in to Service Manager with a System Administrator account.
Service Manager displays your custom Change Management security roles form.
3. In Role text box, type the name of the security role you want to grant approvals, for example
change approver.
4. Click Search.
Service Manager displays the current Change Management Security Roles.
5. Under Settings, select Can Delegate Approvals.
6. Click Save.
Note: It is a best practice to only enable the Delegate Approvals or Can Delegate
Approvals option for operators who can also view and approve objects in the application.
Related concepts
See Approval delegation in Service Manager 9.31 HelpServer topics
See Enabling approval delegation in Service Manager 9.31 HelpServer topics
Page 123 of 196
Chapter 4:
See Example: Enabling Approval Delegation for custom Problem Management approvals in
Service Manager 9.31 HelpServer topics
See Example: Enabling custom approvals for Problem Management in Service Manager 9.31
HelpServer topics
See Temporary rights of an approval delegate in Service Manager 9.31 HelpServer topics
See What happens when I delegate approval authority? in Service Manager 9.31 HelpServer
topics
See What happens when I receive delegated approval authority? in Service Manager 9.31
HelpServer topics
Related tasks
See Copy an approval delegation in Service Manager 9.31 HelpServer topics
See Delegate approvals to another operator in Service Manager 9.31 HelpServer topics
See Disable an active approval delegation in Service Manager 9.31 HelpServer topics
See Update an active approval delegation in Service Manager 9.31 HelpServer topics
Related references
See Approval delegate qualifications in Service Manager 9.31 HelpServer topics
See Global variables available for approval delegation in Service Manager 9.31 HelpServer topics
See Views available for approval delegation in Service Manager 9.31 HelpServer topics
Add folder permissions to a security role in Change

Management
To add folder permissions to a security role in Change Management:
2. Click Searchto select a security role from the record list.
3. Click the security role to be viewed.
4. Under Rights, select the applicable default rights parameters for the security role.
5. Under Security Folders, select folders.
6. Click Save.
Related concepts
See Folder entitlement in Service Manager 9.31 HelpServer topics
Page 124 of 196
Chapter 4:
See Change Management in Service Manager 9.31 HelpServer topics

Related tasks
See Enable folder entitlement in Service Manager 9.31 HelpServer topics
See Disable folder entitlement in Service Manager 9.31 HelpServer topics
See Add a folder in Service Manager 9.31 HelpServer topics
See Delete a folder in Service Manager 9.31 HelpServer topics
Page 125 of 196
Chapter 5
Service Desk
The following sections explain the changes and enhancements in the Service Desk module after
you upgrade the Service Manager to Process Designer Content Pack 9.30.3.
Service Desk workflow

The Service Desk workflow is a sequence of connected steps in the life cycle of a support or
service request. In the workflow, a Service Desk request goes through several phases to complete
the life cycle.
Process Designer Content Pack 9.30.3 includes the following out-of-box workflows in the Service
Desk module:
l
Service Desk
Service Catalog
The workflows are applied to Service Desk records when you create categories for the Service
Desk module
Related concepts
Process Designer
Creating a workflow
Related tasks
Create a workflow
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Example: Service Desk Workflow

The following example demonstrates the minimum needed steps to resolve the out-of-box Service Desk workflow:
Phase
Logging
User Actions
Options
1. Specify the Contact for the interaction.
This is the phase that is initiated when an end user

register a new interaction (Service Desk
>RegisterNewInteraction).
2. In the Service Recipient field, select the service

recipient.
From the Logging phase, you can also move to any of

the following:
3. In the Notify By field, select the user's preferred

notification method.
4. In the Affected Service field, select the affected

service.
Closure (See"Close a first time Service Desk

interaction")
5. Optional: In the Affected CI field, select the affected

CI.
6. Enter a title in the Title field.
7. Provide a description of the interaction in the
Description field.
8. Set the Impact and Urgency fields.
9. Click Save.
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Phase
Categorization
User Actions
1. Click the Fill button to specify the Subcategory.
Options
From the Categorization phase, you can also move to
any of the following:
2. Click the Fill button to specify the Area.

l
Move to the Work In Progress phase.
Jump directly to the Closure phase.
3. Set the Status field to Assign.

4. Click the Fill button for Assignment Group, and then
select an appropriate assignment group.
5. Click the Fill button for Assignee, and then select an
appropriate assignee.
6. Set the Status field to Dispatched or In Progress.
7. Click Save.
Work In Progress
1. Enter the Solution.
From the Work In Progress phase, you can also move

to any of the following:
2. Set the Status field to Resolved.

l
Move to the Withdrawal phase.
Return to the Categorization phase.
3. Click Save.
Review
1. Review the data entered for the interaction.
From the Review phase, you can also move to any of

the following:
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Return to the Work In Progress phase.
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Phase
Withdrawal
User Actions
Options
1. From the Work In Progress phase, click the Withdraw

button on the toolbar.
Service Manger displays the Withdraw Interaction
page.
From the Withdrawal phase, you can also move to any

of the following:
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Return to the Work In Progress phase.
2. Enter the Reason for Withdrawal and then click

Finish.
The interaction moves to the Withdrawal phase and
the status changes to Withdraw Requested.
Closure
1. Click the Close Interaction button.

2. Select the appropriate Completion Code.
3. Optional: Enter the Completion Comments.
4. Click Finish.
Note: With Process Designer, the Mass Close
function in the QBE list is no longer available for the
Help Desk modules.
Close a first time Service Desk interaction

User role: Service Desk Agent
You can close a Service Desk interaction on first intake if you are able to resolve the interaction for the user in Logging phase.
To close a first time Service Desk interaction:
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1. From the System Navigator, click Service Desk > RegisterNewInteraction.

2. Specify the information in the mandatory fields.
3. Type a solution for the interaction.
4. Click the Close Interaction button the toolbar.
Service Manager displays the Close Interaction page.
5. Select a Completion Code for the incident from the drop-down list.
6. Optional: Type any Completion Comments.
7. Click Finish.
The status of the interaction changes to Closed. The interaction is removed from the Interaction To Do list.
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Chapter 5: Service Desk
Callback mechanism
In the Full Service Desk Model, if you set the Notify By field to "Telephone" in an interaction and
link the interaction to an incident, the interaction will automatically move to the Review phase and
the Callback status once the related incident is closed.
When the interaction is in the Callback status, the system will not close the interaction
automatically. To close the interaction, go to the Required Action tab, click for action details, and
select "The customer agrees that the incident is fixed" after you call and confirm with the customer.
Tip: To enable the Full Service Desk Model, go to Service Desk> Administration>
Environment, and then select Full Service Desk Model in the Service Desk Record
Relationship Models section.
Service Catalog support

When a user (the service recipient) submits a Service Catalog request through the SRC or ESS
portal, a Service Desk interaction is created in the Service Catalog category to help you fulfill the
Service Catalog request for the service recipient.
A Service Desk agent can also submit a Service Catalog request on behalf of a user requesting the
service. The request triggers Service Desk interaction.
Order from Service Catalog

User role: Service Desk Agent
You can submit a Service Catalog request on behalf of a user requesting the service (the service
recipient). The request triggers Service Desk interaction.
To register a Service Catalog request on behalf of a service recipient:
1. Click Service Desk > Register New Interaction, and then select a category if no default
category is configured.
The Interaction Details screen is displayed.
Note: If the interaction is initially registered in the "service catalog" category and you do
not follow the steps in this section to order from catalog, a message will pop up to remind
you that you can order from catalog:
The shopping cart is empty now. You may order enterprise products and
services from service catalog via Order from Catalog in the more
options list.
2. Click the cursor into the Service Recipient field.
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3. Click the Fill Field button immediately to the right of the Service Recipient field.
The Search Contact Information screen is displayed.
4. Click the cursor into the Contact Name field and click Search.
5. Click the name of the person whose request you will fill.
That persons name appears as the service recipient.
6. Using the More drop-down list, select Order From Catalog.
Note: The Order From Catalog option is only available for interactions in "Logging" or
"Categorization" phase. For interactions in other phases that need order from catalog, if
the interaction is not escalated and is not a service catalog request or support request, you
can change the interaction category to "service catalog" or change the interaction status to
"Categorize", then the interaction will move to the "Categorization" phase, where the
Order From Catalog option is available.
7. Add items to your cart by doing one of the following:
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Search for the desired cart items:

The items for which you search are filtered against the service recipient's capability words.
Items that match the search criteria do not display in search results unless the service
recipient has the required capability words.
Select from Most Popular Requests:

The Most Popular Requests list displays only the cart items that are allowed by the service
recipient's capability words.
Browse the service catalog:

The service catalog displays only the categories, items, and bundles that are allowed by the
service recipient's capability words.
8. After you add the desired items to your cart, click View Cart.
9. If needed, click Remove to remove an item or click View Catalog to add more items to your
cart, and then click View Cart again.
Note: Be sure to click View Cart each time before you click Return to Request in the next
step; otherwise Service Manager will ask if you wish to cancel. If you select Yes, your
requested items will be canceled.
10. Click Return to Request.
11. Fill in the blank fields on the Interaction Details screen. Fields with asterisks require an entry.
12. Click Save.
The catalog items you requested appear in the Catalog Items section of the interaction record.
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Service Desk administration

Service Desk administration consists of the following:
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Service Desk Environment: Service Desk application contains an environment record for
interactions. This record contains options that defines the functionality of the Service Desk
application for all Service Desk users.
Settings: You can configure whether escalation is allowed for interactions, and you can set the
default category for new interactions.
Related concepts
Service Desk
Configure Service Desk environment

To configure a Service Desk environment record:
1. Click Service Desk> Administration> Environment.
2. Configure the settings for your Service Desk environment.
Tip: You can use the field help to view the description for each setting. To view the help on
field:
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Web client: Select a field, and then press F1.
Windows client: Select a field, and then press Ctrl+H.
3. Click Save.
Related concepts
See "Service Manager record relationship models in Service Manager 9.31 HelpServer topics
Configure Service Desk settings

To configure Service Desk settings:
1. Click Service Desk > Administration > Settings in the System Navigator.
2. Configure the following settings for the Service Desk application:
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Setting
Description
Allow
Whether or not you can escalate the interactions. In the out-of-box setting,
Escalation escalation is allowed.
Note: You can only escalate an interaction when the Allow Escalation
option is selected both in the Settings menu here and in the category
definition for the specific category that the interaction belongs to.
Default
Category
The default category when you register a new interaction. The out-of-box value
for this parameter is None.
The default category is used when you click Register New Interaction:
If no default category is defined, you are prompted to select a category before
the interaction detail screen appears.
If the default category is defined, the interaction detail screen is displayed
directly and the Category field is populated with the default category.
Note: The default category does not apply to the ESS requests. For
support requests submitted through ESS, interactions are always created
in the "incident" category.
3. Click Save.
Related concepts
"Service Desk administration"
Service Desk configuration

Service Desk configuration enables you to configure alert, interaction categories, workflow,
solution matching, and so on.
Related concepts
Service Desk
Create an interaction category

If you are an HP Service Manager Administrator, you may want to create new interaction
categories. HP Service Manager provides the following out-of-box category records that you can
use or modify:
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Compliant
Incident
Request for administration
Request for change
Request for information
Service catalog
Note: When a category is set as the default category in settings, do not delete it to avoid
unpredictable issues.

1. Click Service Desk.
2. Click Configuration > Interaction Categories.
3. Click New.
4. Type the name of the category.
5. Specify the Apply To option to indicate the modules that can share this category.
Note: The Apply To flag indicates whether the category is shared across different
modules. For example, if the Apply To is set to "Interaction/Incident", then this category
will be created in both the interaction category table and the incident category table.
Typical shared categories in OOB include Complaint, Request for Information, Incident,
and Request for Administration.
For the Apply To flag in Interaction Category:
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After the value is specified, it cannot be modified.
If Apply To is set to "Interaction" only, then the Allow to Escalate flag cannot be
specified.
The Apply To options that are used in Interaction Category include:

n
0 - Interaction
3 - Interaction/Incident
4 - Interaction/Incident/Problem
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6. Specify whether the category is active and whether escalation is allowed.

Note: If the Active check box is unchecked, you cannot use this category when creating a
new record.
9. Click Save to view the Workflow tab and other associated tabs.
10. Click Subcategories tab to create subcategories for the interaction category.
11. Click Service Desk Approval tab to configure approval settings.
Note: The settings in the Service Desk Approval tab are only for service catalog
approval. That is, in the out-of-box system, they are only valid for the service catalog
category.
12. Click Save.
Note: Interaction category name is read-only after the category is created.
Related tasks
"Add a new interaction subcategory"
"Add a new interaction area"
Add a new interaction subcategory

Subcategories are a way to refine a Service Desk category into smaller groups. For example, the
complaint category can have service delivery and support subcategories.
To add a subcategory:
3. Click New to create a new category or click Search to select an existing category.
4. In the Subcategories section, click the Link New Subcategories button.
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Related concepts
Related tasks
"Create an interaction category"
"Add a new interaction area"
Add a new interaction area

Areas are a way to further refine a Service Desk subcategory. For example, the support
subcategory in the complaint category can have availability, functionality, and performance areas.
To add an area:
3. Click New to create a new category or click Search to select an existing category.
4. In the Subcategories section, click the Link New Subcategories button to create a new
subcategory or select an existing subcategory from the list.
5. In the Areas section, click the Link New Areas button.
6. Type a name for the area.
8. Click Save to add the new area.
Related concepts
Related tasks
"Create an interaction category"
"Add a new interaction subcategory"
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Service Desk solution matching

When you escalate an interaction record to incident, a list of incidents, problems, or known errors
appears based on the pre-defined solution matching configuration. You can then select the matched
records and link them to the interaction. Alternatively, you can specify the ID of the existing incident
or problem (known error), and then link it to the interaction.The linked records are shown in the
Related Record section of the interaction.
Note: When you escalate from interaction to incident, instead of selecting the assignment
group through a wizard, the assignment group of the escalated incident is populated according
to the following rules:
1. If an interaction is escalated to an incident of the incident category, the Config admin
group field defined in affected service or affected CI of the interaction is used.
2. If an interaction is escalated to an incident of other categories, the Service Desk group in
the Service Desk environment is used.
In an out-of-box system, the following configurations are provided for Service Desk interaction
solution matching:
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Find an incident with a matching configuration item
Find an incident with a matching service
Find an incident with a matching title
Find a known error with a matching configuration item
Find a known error with a matching service
Find a known error with a matching title
Find a problem with a matching configuration item
Find a problem with a matching service
Find a problem with a matching title
To modify the out-of-box solution matching configurations, navigate to Service Desk

>Configuration > Solution Matching.
Security
The topics in this section explain the Service Desk security roles, security areas, and rights.
Setting rights to interactions

User Roles: Service Desk Manager
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The Service Desk Manager can set rights to interactions using the role-based security. The Service
Desk and Service Desk Configuration areas contain default security rights and settings. The rights
are copied to new roles created for these areas. However, the settings are inherited only if there are
no settings specified on the roles.
Note: Whenever the roles in an operator record are updated, the operator must log out and then
log in for the changes to take effect.
Related concepts

The security areas for Service Desk are Service Desk and Service Desk Configuration. These
areas contain the default security rights and settings for Interactions in the Service Desk module.
The security right settings will be inherited by the new roles created in an area when no settings are
specified in the security role.
These security areas are used to set permissions to operators to provide access to particular area
of Service Desk. For example, for the Service Desk Analyst security role, set rights as View for the
Service Desk area. Then, an operator with this security role can only view the Service Desk items
under Service Desk module. The following table lists the areas and the relevant Service Desk menu
items the operators can access.
Area
System Navigator menu items for this area
Service
Desk
This area contains the default security rights and settings for Service Desk
requests in the Service Desk module.
For example, Register New Interaction, Interaction Queue,and Search
Interactions.
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Area
Service
This area contains the default security rights and settings for Service Desk
Desk
administration and configuration, which are dedicatedly used by Service Desk
Configuration module. For example, Settings and Interaction Categories.
Note: When you set the security rights for a security role in the Service
Desk Configuration area:
l
The View right is to view the settings defined in the Administration

menu and the Configuration menu.
The Update right is to update the values of existing settings defined in

the Administration menu and the Configuration menu.
The New and Delete rights are to create and delete a setting in the
Configuration menu, such as category.
The Admin right is to add, edit, or delete the settings in the

Administration > Settings menu.
Default rights
following table shows the out-of-box default rights defined in the Service Desk and Service Desk
Configuration areas.
Area Name
View
New
Admin
Service Desk
TRUE
FALSE Never
Never
FALSE FALSE
Service Desk Configuration FALSE FALSE Never
Never
FALSE FALSE
Default settings
The default settings defined in areas will be inherited when you create new security roles. In an outof-box system, none of the default settings is checked or set in the Service Desk and Service Desk
Configuration areas.
Related concepts
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The out-of-box security roles for the Service Desk module include the following:
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service tech
service desk agent
service desk analyst
service desk manager
self service
approver
service desk process owner
Mapping between previous security profiles and current PD security roles

The following table lists the mapping relationship between previous Service Desk security profiles and current PD security roles in the Service
Desk module.
Security Profile
Security Role/Area
DEFAULT
DEFAULT/Service Desk
approver
approver/Service Desk
helpdesk tech
helpdesk tech/Service Desk
initiator
initiator/Service Desk
self service
self service/Service Desk
service desk agent
service desk agent/Service Desk
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Security Profile
Security Role/Area
service desk manager service desk manager/Service Desk

sysadmin
sysadmin/Service Desk
N/A
service desk analyst/service desk process owner/Service Desk
Field mapping between security profiles and PD security rights/settings

The following table lists the mapping of fields in legacy Service Desk security profiles and Process Designer security roles.
Security profile settings
Process Designer security rights and settings
New
New
Close
Delete/Close
Update
Update
View
View
Can notify
Alternate views
Advanced Search
Template Mass Update
Expert
Complex Mass Update

Approval groups
Approval Groups
Allowed Statuses
Allowed Statuses
Can Create Personal Views
Can Create System Views
Can Create System views
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Lock on Display
Lock on Display
Modify Templates
Modify Templates
Delegate Approvals
Initial view
Initial View
Edit Format
Edit Format
Search Format
Search Format
List Format
List Format
Manage Format
Manage Format
Print Format
Print Format
ESS initial format
ESS initial format
ESS edit format
ESS edit format
ESS search format
ESS search format
ESS list format
ESS list format
Default Template
Default Template
Append query
Append query
New Thread: View -> Search New Thread: View -> Search
New Thread: Search -> List
New Thread: List -> Edit
New Thread: View -> Edit
New Thread: View -> Edit
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Out-of-box role rights

Based on the mapping rules, the rights and settings in previous security profiles are mapped to the rights and settings in the Service Desk
area specified in the corresponding security roles. See the table below for the out-of-box security rights of the new security roles in the Service
Desk area and the Service Desk Configuration area. This table only lists the new security roles that have different settings with the default
rights.
Expert
Admin
Area Name
Role Name
View
Service Desk
service desk analyst
TRUE TRUE
Always
Always
FALSE
TRUE
FALSE
TRUE TRUE
Always
Always
TRUE
TRUE
FALSE
service desk process

owner
TRUE TRUE
Always
Always
TRUE
TRUE
TRUE
TRUE TRUE
Always
Always
TRUE
TRUE
TRUE
TRUE TRUE
Always
Always
FALSE
FALSE FALSE
service desk process

owner
TRUE FALSE Never
Never
FALSE
FALSE FALSE
TRUE TRUE
Always
TRUE
TRUE
Service Desk
Configuration
New
Modify
Update Delete/Close Template
Always
TRUE
For information about the out-of-box role rights in the Common Configuration area, see "Appendix A. Out-of-box role rights in the Common
Configuration area"
Related concepts
Related Tasks
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The out-of-box Service Desk user role descriptions use these security roles, application profiles, and capability words. In order to use Service
Desk module, you must assign the appropriate user role descriptions to your personnel. If necessary, you can modify these user role
User
Role
Service
Desk
Agent
Security Roles
Configuration
Management
Profile
Request
Management
Profiles
default
DEFAULT
requestor
Service Level
Management
Profile
Contract
Management
Profile
Capability Words
partial.key
SDagent/manager
problem management
service deskagent
query.stored
inventory management
change request
incident management
service desk
EditContacts
service catalog
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User
Role
Service
Desk
Manager
Security Roles
Configuration
Management
Profile
Request
Management
Profiles
default
DEFAULT
requestor
Service Level
Management
Profile
Contract
Management
Profile
Capability Words
partial.key
SD agent/manager
problem management
servicedeskmanager
query.stored
inventory management
change request
incident management
service desk
EditContacts
SDAdmin
OCMQ
OCML
Self
Service
default
self service
DEFAULT
service desk
svcCatEmployeeRequester
service catalog
change request
Related concepts
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Chapter 6
Incident Management
The following sections explain the changes and enhancements in the Incident Management module
Incident workflow
The incident workflow is a sequence of connected steps in the life cycle of an incident . In the
workflow, an incident goes through several phases to complete the life cycle. Workflow phases can
consist of one or multiple tasks to be completed to proceed to the next phase.
Process Designer Content Pack 9.30.3 includes out-of-box incident workflows and task workflows.
The following are the out-of-box incident workflows:
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Incident
Incident Task
The incident workflows are applied to incident records when you create incident categories.
Related concepts
Process Designer
Creating a workflow
Related tasks
Create a workflow
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Example: Incident Workflow

The following example demonstrates the minimum needed steps to resolve the out-of-box Incident workflow:
Phase:
Logging
User Actions:
Options
2. Provide a description of the problem in the

Description field.

Opens a New Problem (Incident Management
>Open New Incident)
3. Click the Fill button to specify the Affected Service.

a. Select an appropriate value(s) that describes the
Affected Service.
4. If necessary, set the Impact and Urgency fields.
5. Click Save.
6. Click Open New Incident to create a new incident, or
select and update an Incident record under Potentially
Related Incidents.
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Phase:
Categorization
User Actions:
Options

a. Select an appropriate area.
b. Select an appropriate subcategory.
2. Click the Fill button for the Assignment Group, and
then select an appropriate assignment group.
3. Click the Fill button for the Assignee, and then select
an appropriate assign person.
4. Set the Status field to Work In Progress.
5. Click Save.
Investigation
Recovery
1. Enter the Solution field in the Proposed Solution

tab.
From the Investigation Phase, you can also move to

2. Click Save.
1. Set the Status field to Resolved.
From the Recovery Phase, you can also move to any

of the following:
Return to the Categorization Phase.
2. Click Save.
Review
1. Review the data entered for the Incident.
Return to the Investigation Phase.
Jump directly to the Closure Phase.
From the Review Phase, you can also move to any of

the following:
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Phase:
Closure
User Actions:
Options
1. Click Close Button.

2. Select the appropriate Closure Code.
3. Click Finish.
Note: With Process Designer, the Mass Close
function in the QBE list is no longer available for the
Help Desk modules.
Note: Incident Task can be created by clicking the Link New Task button at any Incident phases except the Logging and Closure
phases. All the tasks must be closed before Incident closure.
Create an incident task

User Roles: Incident Coordinator
After an incident is created, you can create the tasks for categorizing, investigating, resolving, and reviewing the incident.
To create a change task:
1. Select an incident that is not closed.
2. Click the Link New Task button in the Tasks tab of this incident.
5. Click Save or Save & Exit.
Related tasks
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"Cancel an opened task for an incident record"

"Close an opened task for an incident record"
Cancel an opened task for an incident record

User Roles: Incident Coordinator, Incident Manager, Incident Analyst
If an incident record has an opened task, you can cancel the open task by using the Cancel Task feature.
To cancel an opened task for an incident record:
1. Click Incident Management > Search Incidents, enter your search criteria, and then click Search.
2. Select an incident and then select the Tasks tab.
A task list appears if this change contains opened tasks.
3. Double-click the task that you want to cancel.
4. Click Cancel Task from the More drop-down list.
5. Enter the Task Outcome and then click Finish.
The opened task is now cancelled:
l
The status of the opened task is set to Cancelled.
The automatic transition moves the workflow phase to Cancelled.
The Completion Code is set to Cancelled.
Related tasks
"Create an incident task"
"Close an opened task for an incident record"
See Close an incident task in Service Manager 9.31 HelpServer topics
Page 151 of 196
Close an opened task for an incident record

User Roles: Incident Coordinator, Incident Manager, Incident Analyst
If an incident record has opened tasks, you can close them by using the Close Task feature.
Note: You cannot close a high priority (priority is High or Critical) incident task if this incident task is not in the Review phase.
To close an opened task for an incident record:
1. Click Incident Management > Search Incidents, enter your search criteria, and then click Search.
2. Select an incident and then select the Tasks tab.
A task list appears if this change contains opened tasks.
3. Double-click the task that you want to cancel.
4. Click Close Task.
5. Enter the Completion Code and Task Outcome, and then click Finish.
The opened task is now closed:
l
The status of the opened task is set to Closed.
The automatic transition moves the workflow phase to Closure.
The Completion Code is set to the value you provided.
Related tasks
"Create an incident task"
"Cancel an opened task for an incident record"
See Cancel an incident task in Service Manager 9.31 HelpServer topics
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Chapter 6: Incident Management
Incident administration
Incident administration consists of the following:
l
Incident Environment: Incident application contains an environment record for incidents. This
record contains an option that defines the functionality of the Incident application for all Incident
users.
Settings: You can disable Solution Matching for escalated Incident, and you can set the default
category for new Incident tickets.
Configure the Incident Management environment

User role: System Administrator
Incident Management provides an environment record in which you define the operational
environment for the application by allowing or disallowing specific operator actions. Administrators
can modify the environment parameters to match the operational requirements of their organization.
To configure the Incident Management environment:
1. Click Incident Management> Administration> Environmentin the System Navigator.
2. Select or clear the parameters for your Incident Management environment.
field:
n
3. Click Save.
4. Click OK.
Configure Incident Management settings

To configure Incident settings:
1. Click Incident Management > Administration > Settings in the System Navigator.
2. Configure the following settings for the Incident application:
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Setting
Description
Disable Solution
Matching for Escalated
Incident
When this option is selected, Solution

Matching is not applicable for escalated
incidents.
Default Category
The default category when you register a

new Incident. The out-of-box value for this
parameter is "none".
3. Click Save.
Related concepts
"Incident administration"
Incident configuration
Incident configuration enables you to configure alert, Incident categories, workflow, solution
matching, and so on.
Create an incident category

If you are an HP Service Manager Administrator, you may want to create an incident category. To
do this, you can modify an existing category record, or you can create a new category record. HP
Service Manager provides out-of-box category records that you can use or modify.
1. Click Incident Management.
2. Click Configuration > Incident Categories.
3. Click New.
4. Type the name of the incident category.
5. Clear the Active check box if you do not want the new category to appear in the category list.
Note: If you clear the Active check box, this category cannot be used to create new
incidents.
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8. Click Save.
9. Optional: Click the Link New Subcategories button to create a new subcategory for the
incident category.
Note: The Apply To flag indicates whether the category is shared across different modules.
For example, if the Apply To is set to "Interaction/Incident", then this category will be created
in both the interaction category table and the incident category table.
Typical shared categories in OOB include Complaint, Request for Information, Incident, and
Request for Administration.
For the Apply To flag in Incident Category:
When creating an incident category, the Apply To option is predefined as "Incident" only and
cannot be modified. However, an incident category can also be created when creating an
interaction category with the Apply To option set as "Interaction/Incident" or
"Interaction/Incident/Problem".
When searching for an incident category, all the Apply To values that include Incident can be
used.
The following list is used in Incident Category:
1 - Incident
3 - Interaction/Incident
Note: Incident category name is read-only after the category is created.

Related tasks
"Add a new subcategory for an incident category"
"Add a new area for an incident subcategory"
Create an incident task category

If you are an HP Service Manager Administrator, you may want to create an incident task category.
To do this, you can modify an existing category record, or you can create a new category record.
HP Service Manager provides out-of-box category records that you can use or modify.
To create a new incident task category record:
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1. Click Incident Management.

2. Double-click Configuration> Incident Task Categories.
3. Click New.
4. Type the name of the incident task category.
5. Type a description of the problem task category.
6. Clear the Active check box if you do not want the new category to appear in the category list.
Note: If you clear the Active check box, this category cannot be used to create new
incident tasks.
7. Select a workflow for the category. The Workflow tab is displayed.
8. Click Save.
Note: Incident task category name is read-only after the category is created.
Add a new subcategory for an incident category

You can add a new subcategory directly for an incident category.You can view a list of
subcategories and their record details associated with the current category.
To add a new subcategory for an incident category:
1. Click Incident Management > Configuration in the System Navigator.
2. Click Incident Categories > Search.
3. Select the Incident Category for which you want to add a subcategory.
4. Under the Subcategories section in the Incident Category Definition page, click the Link New
Subcategories button.
8. Optional: Click the Link New Areas button to create areas for the incident subcategories.
When you have finished, click Save.
Related concepts
See Search for a record in Service Manager 9.30/9.31 HelpServer topics
Page 156 of 196
Related tasks
"Create an incident category"
"Add a new area for an incident subcategory"
Add a new area for an incident subcategory

You can add a new area directly for an incident subcategory.You can view a list of areas and their
record details associated with the current subcategory.
To add a new area for an incident subcategory:
1. Click Incident Management > Configuration in the System Navigator.
2. Click Incident Categories > Search.
3. Select the Incident Category for which you want to add an area.
4. Under the Subcategories section in the Incident Category Definition page, select the
subcategory for which you want to add an area.
5. Type an area name.
Related concepts
See Search for a record in Service Manager 9.30/9.31 HelpServer topics
Related tasks
"Create an incident category"
"Add a new subcategory for an incident category"
Incident solution matching

When you create an incident, a list of potentially related incidents appears based on the pre-defined
solution matching configuration. You can then select the matched records and update them directly.
In an out-of-box system, the following options are provided for Incident solution matching:
l
Check incident duplicates on CI
Check incident duplicates on related configuration items
Check similar incidents
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Check similar problems
Check incident duplicates on related configuration items -- Max hits
Check incident duplicates on related configuration items -- Max levels
To configure Incident solution matching options, navigate to Incident Management

>Configuration > Solution Matching.
Note: If you create an incident from Service Desk escalation or link to a new incident from the
Related Records section, the above incident solution matching will be ignored.
Incident management downtime record

You can access Incident Management downtime records by using the Incident Management
Security Administration Utility to show the availability of a selected device. Availability measures
the ability of a device or component to provide service within a measured time frame. There are
three downtime measurements.
Type of availability
Description
Explicitunavailability
The downtime experienced by the failing device.
Implicitunavailability
The downtime experienced because of the failure of a parent or

controlling device.
Perceivedunavailability The explicit or implicit downtime during normal business hours. The
total reflects only working hours.
Related tasks
"Add a downtime record"
Add a downtime record

User Roles:System Administrator
As part of monitoring the availability of devices in the system, a System Administrator adds
downtime records for a specific device.
To add a downtime record:
1. Do one of the following:
n
Click Incident Management > Configuration > Downtime Records.
Click System Administration > Base System Configuration > Monitoring >
Downtime.
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2. Type the applicable data in the Logical Name, Location, Contact Name, Type, and Table
Name fields.
3. Click Add.
4. Click OK.
Related concepts
See Incident Management downtime records in Service Manager 9.30/9.31 HelpServer topics
Security
The following sections explain the Incident Management security roles, security areas, and rights.
Incident security areas

The security areas for Incident are Incident, Incident Tasks, and Incident Management
Configuration. These areas contain the default security rights and settings for the Service Desk
module. The security right settings will be inherited by the new roles created in an area when no
settings are specified in the security role.
These security areas are used to set permissions to operators to provide access to particular area
of Incident. The following table lists the areas and the relevant Incident menu items the operators
can access.
Area
Incident
This area contains the default security rights and settings for Incident. The rights
will be copied to new roles created for this area. However, the settings will only
be inherited if there are no settings specified on the Role.
Incident
Task
This area contains the default security rights and settings for Incident Tasks. The
rights will be copied to new roles created for this area. However, the settings will
only be inherited if there are no settings specified on the Role.
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Area
Incident
This area contains the default security rights and settings for Incident
Management Management administration and configuration.. For example, Settings, Incident
Configuration Categories, Incident Task Categories, and Solution Matching. The rights will be
copied to new roles created for this area. However, the settings will only be
inherited if there are no settings specified on the Role.
Note: When you set the security rights for a security role in the Incident
Management Configuration area:
l


The Admin right is to add, edit, or delete the settings in the following
menus:
n Administration > Settings.
n
Administration > Configuration > Solution Matching
Default rights
following table shows the out-of-box default rights defined in the Incident, Incident Tasks, and
Incident Management Configuration areas.
Area Name
View
New
Admin
Incident
TRUE
FALSE Never
Never
FALSE FALSE
Incident Tasks
TRUE
FALSE Never
Never
FALSE FALSE
Incident Management
Configuration
FALSE FALSE Never
Never
FALSE FALSE
Default settings
The default settings defined in areas will be inherited when you create new security roles. In an outof-box system, none of the default settings is checked or set in the Incident, Incident Tasks, and
Incident Management Configuration areas.
Related concepts
"Incident security roles and settings"
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"Incident management user roles"
Page 161 of 196
Incident security roles and settings

The out-of-box security roles for the Incident module include the following:
l
Incident process owner
Incident coordinator
Incident analyst
Incident manager
Incident task assignee
Configuration auditor
Operator

The following table lists the mapping relationship between previous Incident security profiles and current PD security roles in the Incident
module.
Security Profile
Security Role/Area
DEFAULT
DEFAULT/Incident
configuration auditor
configuration auditor/Incident
incident analyst
incident analyst/Incident
incident coordinator
incident coordinator/Incident
incident manager
incident manager/Incident
initiator
initiator/Incident
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Security Profile
Security Role/Area
operator
operator/Incident
problem manager/coord problem manager/Incident

problem coordinator/Incident
service desk agent
service desk agent/Incident
service desk manager/Incident
service tech
service tech/Incident
sysadmin
sysadmin/Incident
N/A
incident task assignee/Incident
N/A
incident process owner/Incident

The following table lists the mapping of fields in legacy Incident security profiles and Process Designer security roles.
New
New
Close
Delete/Close
Inactivate
Mass inactivate
Update
Update
Change category
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View
View
Log
Can notify
Search for duplicates
Alternate views
Can use callback list
Advanced search
Reopen
Reopen
Mark problem candidate
Expert
Can suspend
Can unsuspend
Notes
Override
Tempate Mass Update
Complex Mass Update
Allow inefficient query
Skip query warning
Can create personal views
Can create system views
Lock on display
Lock On Display
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Modify Template
Modify Template
Allowed statuses
Allowed Statuses
QBE format
List Format
Search format
Search format
Manage format
Manage Format
Initial view
Initial View
Auto-notify format
Notify Format
Incident macro mail format
N/A
Default template
Default category
Assignment groups
Assignment groups
Authorized categories
Allowed Categories
New thread: View -> Search New thread: View -> Search
New thread: Search -> List
New thread: Search -> List
New thread: List -> Edit
New thread: List -> Edit
New thread: View -> Edit
New thread: View -> Edit
Note: N/A means the previous fields are obsolete and are not mapped to PD security rights/settings.
Page 165 of 196

Based on the mapping rules, the rights and settings in previous security profiles are mapped to the rights and settings in the Incident area
specified in the corresponding security roles. See the table below for the out-of-box security rights in the Incident, Incident Tasks, and Incident
Management Configuration areas. This table only lists the new security roles that have different settings with the default rights.
Update
Delete/Close
Modify
Template
Expert
Admin
TRUE TRUE
Always
Always
TRUE
TRUE
TRUE
TRUE TRUE
Always
Always
TRUE
TRUE
TRUE
Area Name
Role Name
View
Incident
incident process
owner
system
administrator
Page 166 of 196
New
Update
Delete/Close
Modify
Template
Expert
TRUE TRUE
Never
Never
FALSE
FALSE FALSE
incident analyst
TRUE TRUE
Always
Always
FALSE
TRUE
FALSE
incident
coordinator
TRUE TRUE
Always
Always
FALSE
TRUE
FALSE
incident
manager
TRUE TRUE
Always
Always
TRUE
TRUE
TRUE
incident process
owner
TRUE TRUE
Always
Always
TRUE
TRUE
TRUE
incident task
assignee
TRUE FALSE When assigned to

workgroup
When assigned to
workgroup
FALSE
FALSE FALSE
initiator
TRUE TRUE
Never
Never
FALSE
FALSE FALSE
operator
TRUE TRUE
When assigned
When assigned
FALSE
FALSE FALSE
problem
manager
TRUE TRUE
Always
Always
TRUE
TRUE
SD
agent/manager
TRUE FALSE When assigned
Never
FALSE
FALSE FALSE
service tech
TRUE TRUE
Always
Always
FALSE
FALSE FALSE
system
administrator
TRUE TRUE
Always
Always
TRUE
TRUE
Area Name
Role Name
View
Incident Tasks
configuration
auditor
New
Admin
TRUE
TRUE
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Update
Delete/Close
Modify
Template
Expert
Always
Always
FALSE
FALSE FALSE
TRUE FALSE Never
Never
FALSE
FALSE FALSE
TRUE TRUE
Always
TRUE
TRUE
Area Name
Role Name
View
New
Incident Management
Configuration
incident
manager
TRUE TRUE
incident process
owner
system
administrator
Always
Admin
TRUE
Configuration area"
Related concepts
"Incident management user roles"
"Incident security areas"
Related Tasks
Page 168 of 196
Incident management user roles

The out-of-box Incident Management user role descriptions use these application profiles and capability words. In order to use Incident
Management, you must assign the appropriate user role descriptions to your personnel. If necessary, you can modify these user role
User Role
Configuration
Management Profile
Security
Roles
Request
Management
Profiles
operator
DEFAULT
operator
request tech
default
Service Level
Management Profile
Contract
Management
Profile
Capability
Words
partial.key
problem
management
query.stored
inventory
management
change
request
incident
management
service desk
OCMQ
OCML
user.favorites
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User Role
incident
analyst
Configuration
Management Profile
Security
Roles
DEFAULT
incident
analyst
Request
Management
Profiles
DEFAULT
incident
coordinator
default
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Contract
Management
Profile
Capability
Words
request reviewer
partial.key
problem
management
query.stored
inventory
management
change
request
incident
management
service desk
OCMQ
OCML
user.favorites
request reviewer
partial.key
problem
management
query.stored
inventory
management
change
request
incident
management
service desk
OCMQ
OCML
user.favorites
default
incident
coordinator
Service Level
Management Profile
User Role
incident
manager
Configuration
Management Profile
Security
Roles
DEFAULT
incident
manager
Request
Management
Profiles
requestor
default
Service Level
Management Profile
Contract
Management
Profile
Capability
Words
partial.key
problem
management
query.stored
inventory
management
change
request
incident
management
service desk
IncidentAdmin
OCMQ
OCML
user.favorites
service desk
manager
DEFAULT
service desk
manager
requestor
default
partial.key
problem
management
query.stored
inventory
management
change
request
incident
management
service desk
EditContacts
SDAdmin
OCMQ
OCML
user.favorites
Page 171 of 196
Related concepts
Security roles
Page 172 of 196
Chapter 7
Problem Management
The following sections explain the changes and enhancements in the Problem Management module
Problem Workflow
The problem workflow is a sequence of connected steps in the life cycle of a problem. In the
workflow, a problem goes through several phases to complete the life cycle. Workflow phases can
consist of one or multiple tasks that must be completed to proceed to the next phase.
Process Designer Content Pack 9.30.3 includes out-of-box problem workflows and task workflows.
The following are the out-of-box problem workflows:
l
Problem
Problem Task
The problem workflow is applied to problem records when you create a problem category.
Related concepts
Process Designer
Creating a workflow
Related tasks
Create a workflow
Page 173 of 196
Example: Problem Workflow

The following example demonstrates the minimum needed steps to resolve the out-of-box Problem workflow:
Phase
Logging
User Actions
Options

Opens a New Problem (Problem Management
>Open a New Problem).
2. Provide a description of the problem in the

Description field.
3. Click the Fill button for Affected Service, and then
select an appropriate value(s) that describes the
Affected Service.
Note: The out-of-box default category is -None-.

You can change the default category in Problem
Management > Administration > Settings
4. If necessary, set the Impact and Urgency fields.

5. Click Save.
Service Manager displays a solution matching screen.
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Phase
Categorization
User Actions
a. Select an appropriate area.
b. Select an appropriate subcategory.
2. Set the Status field to Assign.
Options
From the Categorization Phase, you can also move to
l
Abandon the Problem.
3. Click the Fill button for the Assignment Group, and

then select an appropriate assignment group.
4. Click the Fill button for the Assignee, and then select
an appropriate assignee.
5. Set the Status field to Work In Progress.
6. Click Save.
Investigation
1. Set the Expected Resolution Date.
From the Investigation Phase, you can also move to

2. Set the Root Cause Identified Date.

l
Abandon the Problem.
Return to the Categorization Phase.
3. Enter the Root Cause.

4. Click Save.
Resolution
1. Set the Solution Identified Date.
From the Resolution Phase, you can also move to any

of the following:
2. Enter the Solution.

l
3. Set that Status to Resolved.

4. Click Save.
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Phase
Review
User Actions
1. Review the data entered for the Problem.
Options
From the Review Phase, you can also move to any of
the following:
l
Closure
Return to the Resolution Phase.
1. Click the Close button.

2. Select the appropriate Closure Code.
3. Enter the Closure Comments.
4. Click Finish.
Notes:
l
In all the phases except the Closure phase, a Known Error check box is available that enables you to categorize the problem as a
known error.
In all the phases except the Logging, Abandonment, and Closure phases, you can create a problem task by clicking the Link New
Task button. All tasks must be closed before you can close a Problem.
Create a problem task

User role : Problem Coordinator
After a problem is created, you can create tasks to categorize, investigate, implement, and review the problem.
To create a problem task, follow these steps:
1. In the System Navigator, click Problem Management > Problem Queue. Or, locate the problem record that you want to create tasks
from, and double-click the record to open it.
2. Click the Tasks tab, and then click Link New Task.
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4. Complete the form with all the required information, and then click Save.
Page 177 of 196
Chapter 7: Problem Management
Problem Management Administration

Problem Management administration consists of the following:
l
Problem Management Environment: Problem Management application contains an environment

record for problems. This record contains options that defines the functionality of the Problem
Management application for all Problem Management users.
Settings: You can set the default category for new problems and problem tasks.
Related concepts
Problem Management
Configure the Problem Management Environment

System Administrators can modify the Problem Management environment parameters to match the
operational requirements of their organization.
To configure a Problem Management environment, follow these steps:
1. Click Problem Management> Administration> Environment.
2. Select or clear the parameters and populate the required fields as appropriate to the Problem
Management environment.
3. Configure the settings for your Problem environment.
field:
n
4. Click Save.
Configure the Problem Management Settings

To configure the Problem Management settings, follow these steps:
1. Click Problem Management > Administration > Settings.
2. In the topmost pane, select Problem or Problem Task.
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3. Configure the Default Category setting for the Problem or Problem Task. This setting defines
the default category that is used when you register a new Problem or Problem Task. The outof-box value for this setting is None.
4. Click Save.
Problem Management Configuration

Problem Management configuration enables you to configure alert, problem categories, workflow,
solution matching, and so on.
Related concepts
Problem Management
Create a Problem Category

If you are an HP Service Manager Administrator, you may want to create a problem category. To do
this, you can modify an existing category record, or you can create a new category record. HP
Service Manager provides out-of-box category records that you can use or modify.
To create a new problem category record, follow these steps:
1. Click Problem Management.
2. Click Configuration > Problem Categories.
3. In the menu of the Problem Category pane, click New.
4. Type the name of the problem category.
5. Clear the Active check box if you do not want the new category to appear in the category list. If
the Active check box is cleared, the new category is not available when you create a new
ticket.
6. Type a description of the problem category.
The Workflow tab is displayed.
8. Click Save.
The Subcategories tab is displayed.
9. Optional: Click the Subcategories tab to create subcategories for the problem category.
When you have finished, click Save.
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Note: The Apply To flag indicates whether the category is shared across different modules.
For example, if the Apply To is set to "Interaction/Incident", then this category will be created
in both the interaction category table and the incident category table.
Typical shared categories in OOB include Complaint, Request for Information, Incident, and
Request for Administration.
For the Apply To flag in Problem Category:
When creating a problem category, the Apply To option is predefined as "Problem" only and
cannot be modified. However, an problem category can also be created when creating an
interaction category with the Apply To option set as "Interaction/Incident/Problem".
When searching for a problem category, all the Apply To values that include Problem can be
used.
The following list is used in Problem Category:
2 - Problem
Note: Problem category name is read-only after the category is created.
Create a Problem Task Category

If you are an HP Service Manager Administrator, you may want to create a problem task category.
To do this, you can modify an existing category record, or you can create a new category record.
HP Service Manager provides out-of-box category records that you can use or modify.
To create a new problem task category record, follow these steps:
1. Click Problem Management.
2. Click Configuration> Problem Task Categories.
3. In the menu of the Problem Task Category pane, click New.
4. Type the name of the problem task category.
5. Clear the Active check box if you do not want the new category to appear in the category list. If
the Active check box is cleared, the new category is not available when you create a new
ticket.
6. Type a description of the problem task category.
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The Workflow tab is displayed.

8. Click Save.
Note: To avoid unpredictable issues, it is highly recommended that you do not change the
problem task category name after it is created.
Add a new subcategory to a problem category

You can add a new subcategory to a problem category directly. Additionally, you can view a list of
the subcategories that are associated with the current category, together with the record details for
each subcategory.
To add a new subcategory for a problem category, follow these steps:
1. Click Problem Management > Configuration in the system navigator.
2. Click Problem Categories > Search.
3. Select the problem category to which you want to add a subcategory.
4. Under the Subcategories tab, click the Link New Subcategories button.
5. Type a name for the new subcategory.
8. Optional: Click the Link New Areas button to create problem areas for the subcategory.
9. Click Save.
Related tasks
Create a problem category
Add a New Problem Area To a Subcategory
Add a new problem area to a subcategory

You can add a new problem area to a subcategory directly. Additionally, you can view a list of the
areas that are associated with the current subcategory, together with the record details for each
area.
To add a new problem area to a subcategory, follow these steps:
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1. Click Problem Management > Configuration in the system navigator.

2. Click Problem Categories > Search.
3. Select the problem category with which the subcategory is associated.
4. Under the Subcategories tab, select the subcategory to which you want to add a new area.
5. Click theLink New Areas button.
6. Type a name for the new area.
Related tasks
Create a problem category
Add a New Subcategory To a Problem Category
Problem Management solution matching

When you create a new problem, Service Manager enables you to link that problem to an existing
problem. Service Manager includes the following out-of-box queries, with which you can search for
existing problems:
l
Find a problem or known error with a matching configuration item
Find a problem or known error with a matching service
Find a problem or known error with a matching title
To modify an out-of-box Problem management solution matching query, follow these steps:
1. Click Problem Management >Configuration > Solution Matching.
2. In the topmost pane, select the query that you want to modify.
3. Modify the Name, Match, and With fields as appropriate to your needs, and then click Save.
Related concepts
Create a New Problem
Problem Management Security

The topics in this section explain the Problem Management security roles, security areas, and
rights.
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Problem Management Security Areas

The security areas for Problem Management are Problem, Problem Task, and Problem
Management Configuration. These areas contain the default security rights and settings for
Interactions in the Problem Management module. The security rights settings will be inherited by
the new roles created in an area when no settings are specified in the security role.
Area
System navigator menu items for this area
Problem
This area contains the default security rights and settings for Problem. The rights
will be copied to new roles created for this area. However, the settings will only
be inherited if there are no settings specified on the Role.
Problem
Tasks
This area contains the default security rights and settings for Problem Tasks.
The rights will be copied to new roles created for this area. However, the settings
will only be inherited if there are no settings specified on the Role.
Problem
This area contains the default security rights and settings for Problem
Management Management Configuration. The rights will be copied to new roles created for this
Configuration area. However, the settings will only be inherited if there are no settings specified
on the Role.
Note: When you set the security rights for a security role in the Problem
Management Configuration area:
l


The Admin right is to add, edit, or delete the settings in the

Administration > Settings menu.
Default rights
When you create new security roles, they inherit the default rights that are defined in the security
area. The following table describes the out-of-box rights that are defined in the Problem, Problem
Tasks, and Problem Management Configuration areas.
Area Name
View
New
Problem
TRUE
FALSE Never
Never
Admin
FALSE FALSE
Page 183 of 196
Area Name
View
New
Admin
Problem Tasks
TRUE
FALSE Never
Never
FALSE FALSE
Problem Management
Configuration
FALSE FALSE Never
Never
FALSE FALSE
Default settings
The default settings defined in areas will be inherited when you create new security roles. In an outof-box system, none of the default settings is checked or set in the Problem, Problem Tasks, and
Problem Management Configuration areas.
Related concepts
Problem Management security roles and settings
Problem Management user roles
Page 184 of 196
Problem Management Security Roles and Settings

The out-of-box security roles for Problem Manager include the following:
l
Problem process owner
Problem coordinator
Problem analyst
Problem task assignee
Reviewer

The following table lists the mapping relationship between previous Problem security profiles and current PD security roles in the Problem
module.
Security Profile
Security Role/Area
DEFAULT
DEFAULT/Problem
initiator
initiator/Problem
problem analyst
problem analyst/Problem
problem coordinator problem coordinator/Problem

problem manager
problem manager/Problem
reviewer
reviewer/Problem
sysadmin
systadmin/Problem
N/A
problem task assignee/Problem
N/A
problem process owner/Problem
Page 185 of 196

The following table lists the mapping of fields in legacy Problem security profiles and Process Designer security roles.
Allowed Statuses
Allowed Statuses
Append Query
Append Query
Assignment Groups
Assignment Groups
Can Create System views
Create Known Error
Create Known Error
Close
Delete/Close
Edit Format
Edit Format
Templates Mass Update
Expert
Complex Mass Update

Initial Inbox
Initial View
List Format
List Format
Lock on Display
Lock on Display
Manage Format
Manage Format
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Change Phase
N/A
Post to Knowledge
Initial Format
Open Script
Resolution Script
New
New
New Thread: Inbox -> Edit
New Thread: Inbox -> Edit
New Thread: Inbox -> Search New Thread: Inbox -> Search
Print Format
Print Format
Reopen
Reopen
Search Format
Search Format
Skip Query Warning
Update
Update
Change Category
View
View
Views
Count
Advanced Search
Page 187 of 196
Note: N/A means the previous fields are obsolete and are not mapped to PD security rights/settings.

Based on the mapping rules, the rights and settings in previous security profiles are mapped to the rights and settings in the Problem area
specified in the corresponding security roles. See the table below for the out-of-box security rights in the Problem, Problem Tasks, and
Problem Management Configuration areas. This table only lists the new security roles that have different settings with the default rights.
Update
Delete/Close
Modify
Template
Expert
Admin
TRUE TRUE
Always
Always
TRUE
TRUE
TRUE
system
administrator
TRUE TRUE
Always
Always
TRUE
TRUE
TRUE
problem
process owner
TRUE TRUE
Always
Always
TRUE
TRUE
TRUE
problem task
assignee
TRUE FALSE When assigned to

workgroup
When assigned to
workgroup
FALSE
FALSE FALSE
system
administrator
TRUE TRUE
Always
Always
TRUE
TRUE
problem
manager
TRUE TRUE
Always
Always
FALSE
FALSE FALSE
problem
process owner
TRUE FALSE Never
Never
FALSE
FALSE FALSE
system
administrator
TRUE TRUE
Always
TRUE
TRUE
Area Name
Role Name
View
Problem
problem
process owner
Problem Tasks
Problem Management
Configuration
New
Always
TRUE
TRUE
Configuration area"
Page 188 of 196
Related concepts
Problem Manager user roles
Related Tasks
Page 189 of 196
Problem Management User Roles

The out-of-box Problem Management user role descriptions use these security roles, application profiles, and capability words. In order to use
Problem Management, you must assign the appropriate user role descriptions to your personnel. If necessary, you can modify these user role
User Role
Problem
Manager
Configuration
Management Security
Profile
Role
Profile
Request
Service
Contract
Management Level
Management
Profiles
Management Profile
Capability Words
DEFAULT
Requestor
problem
manager
Problem
DEFAULT
Coordinator
Problem
Analyst
default
DEFAULT
default
problem
coordinator
default
problem
analyst
partial.key change request change task

problem management expedite change
service desk user.favorites incident
management OCMQ OCML
management
management
Related concepts
Security roles
Page 190 of 196
Chapter 8
Usability improvements
Service Manager Process Designer Content Pack 9.30.3 introduces the following usability
improvements:
l
Related Records are simplified in PD Help Desk modules and in PD Change Management
Adds the ability to switch between the Group style and the Tab style for a Notebook control in
the web client (available for PD Help Desk modules and for PD Change Management)
Adds the ticket number to the title of a record, including Interaction, Incident, Incident task,
Problem, Problem task, Change, and Change task
Adds a real-time counter to the Attachments and Related Records sections
Enhances the ability to trace phase transition in the workflow figure
The following sections provide more information about some of these improvements.
Switching between the Group and Tab styles for a

Notebook control
In Service Manager Process Designer Content Pack 9.30.3, you can configure a Notebook
control to display the Tab style or the Group style. The Tab style displays contents in tabs that are
arranged from left to right. The Group style displays contents in sections that are arranged from top
to bottom. The capability of switching between the Group and Tab styles for a Notebook control is
only available in the Web tier; the Windows client always uses the Tab style.
A Notebook control has two properties for the display style:
l
Group rendering enabled

The default value of this property is False.
Lock rendering style

The default value of this property for newly added Notebook widget is True.
In addition, Service Manager Process Designer Content Pack 9.30.3 introduces the Preferred
Notebook Style option, which enables you to configure the preferred Notebook style for all or
individual operator. The Preferred Notebook Style option locates in the following two locations:
Page 191 of 196
Chapter 8: Usability improvements
System Administration > Base System Configuration > Miscellaneous > System
Information Record, under the General tab.
The configuration in this location applies to all operators.
Ongoing Maintenance > Operators, under the Login Profile tab for each operator.
The configuration in this location applies only to the operator, and supersedes the configuration
in System Information Record if this option is not empty.
See the following table for how to configure the Notebook style by using these properties and
options:
Group
rendering
enabled
Lock
rendering
style
True
(checked)
True
(checked)
The Group style.
False
(unchecked)
True
(checked)
The Tab style.
True
(checked)
False
The style that is configured in the Preferred Notebook Style
(unchecked) option in System Information Record or Operators.
or
False
(unchecked)
Display style of the Notebook control
The configuration in Operators supersedes the configuration in

System Information Record.
Note: When the Lock rendering style property is True, the setting in the Preferred
Notebook Style option is ignored.
Related Records
In Service Manager Process Designer Content Pack 9.30.3, the related records section is
enhanced, the major changes are as follows:
l
The total number of related records for the current record displays on the Related Record
section.
The menu options for associating a record are moved from the More drop-down menu to the
Related Records section.
You can directly unlink a record from the Related Records section.
The relation type of the two associated records can be identified at the beginning when you
associate the records.
Page 192 of 196
After you apply the Service Manager Process Designer Content Pack 9.30.3, the enhancement to
the Related Records section is applied to the Change Management module even if the Process
Designer is disabled. For others modules, the enhancement is applied when the Process Designer
is enabled.
Link an existing record

To link an existing record:
1. Open a record and go to the Related Record section.
2. Select the Link Type.
3. Click the Link Existing Record button.
4. Enter the record number, or search and select the target record.
5. Click OK.
Link type specifies which record type you want to associate and the relationship type between two
associated records. For example, you open an incident record, you choose Caused Changes, and
then you link an existing change record. This means the incident causes the change.
Link a new record

To link a new record:
1. Open a record and go to the Related Record section.
2. Select the Link Type.
3. Click the Link New Record button.
4. Follow the normal procedures of creating a new record.
Link type specifies which record type you want to associate and the relationship type between two
associated records. For example, you open an incident record, you choose Caused Changes, and
then you link a new change record. This means the incident causes the change.
When you link a new record, the new record uses the category of the current record. If the category
of the current record does not exist in the module of the new record, the new record uses the default
category of the module if it is set; otherwise, you will be prompted with the category selection page
to choose a category for the new record.
Unlink a related record

To unlink a related record:
Page 193 of 196
1. Go to the Related Record section.

2. Select the record you want to unlink.
3. Click the Unlink Record button.
4. Click Yes.
Page 194 of 196
Appendix A. Out-of-box role rights in the Common

Configuration area
The Common Configuration area is used to set the permissions that control access to common configurations, including Alert Definitions,
Approval Definitions, Assignment Groups, Service Desk/Problem Solution Matching, and Environment.
Based on the mapping rules, the rights and settings in previous security profiles are mapped to the rights and settings in the Common
Configuration area specified in the corresponding security roles. See the table below for the out-of-box security rights in the Common
Configuration area. This table only lists the new security roles that have different settings with the default rights.
Area
Role
Common Configuration change analyst change
View
New
Update Delete/Close Modify Template Expert
Admin
TRUE TRUE Always
Always
FALSE
FALSE FALSE
TRUE TRUE Always
Always
FALSE
FALSE FALSE
change approver
TRUE TRUE Always
Always
FALSE
FALSE FALSE
change coordinator change TRUE TRUE Always
Always
FALSE
FALSE FALSE
TRUE TRUE Always
Always
FALSE
FALSE FALSE
change manager
TRUE TRUE Always
Always
FALSE
FALSE FALSE
configuration auditor
TRUE TRUE Always
Always
FALSE
FALSE FALSE
emergency group
TRUE TRUE Always
Always
FALSE
FALSE FALSE
incident analyst
TRUE TRUE Always
Always
FALSE
FALSE FALSE
incident coordinator
TRUE TRUE Always
Always
FALSE
FALSE FALSE
incident manager
TRUE TRUE Always
Always
FALSE
FALSE FALSE
initiator
TRUE TRUE Always
Always
FALSE
FALSE FALSE
Page 195 of 196
Area
Page 196 of 196
Role
View
New
Update Delete/Close Modify Template Expert
Admin
operator
TRUE TRUE Always
Always
FALSE
FALSE FALSE
problem analyst
TRUE TRUE Always
Always
FALSE
FALSE FALSE
problem coordinator
TRUE TRUE Always
Always
FALSE
FALSE FALSE
problem manager
TRUE TRUE Always
Always
FALSE
FALSE FALSE
reviewer
TRUE TRUE Always
Always
FALSE
FALSE FALSE
SD agent/manager
TRUE TRUE Always
Always
FALSE
FALSE FALSE
service desk agent
TRUE TRUE Always
Always
FALSE
FALSE FALSE
TRUE TRUE Always
Always
FALSE
FALSE FALSE
TRUE TRUE Always
Always
TRUE
TRUE
TRUE

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HP Service Manager Process Designer Content Pack (9.30.3)

Software Version number, which indicates the software version.

HP Service Manager Process Designer Content Pack (9.30.3)

Search for knowledge documents of interest

Submit and track support cases and enhancement requests

Download software patches

Manage support contracts

Look up HP support contacts

Review information about available services

Enter into discussions with other software customers

Research and register for software training

HP Service Manager Process Designer Content Pack (9.30.3)

Whats new in Process Designer Content Pack 9.30.0?

Whats new in Process Designer Content Pack 9.30.1?

Whats new in Process Designer Content Pack 9.30.2?

What's New in Process Designer Content Pack 9.30.3?

Process Designer Security Model

Roles in the operator record

Assign a role or roles to an operator

Add a setting within an area

Update a setting within an area

Localize an additional setting

Modify the rights for a role within an area

Update rights to display allowed categories and allowed statuses

Modify allowed categories and allowed statuses

Check security rights using Java Script or variables

Check security rights using Java Script

Check record right with variables

Create a Rule Set

Clone an existing Rule Set

Add a JavaScript Validation rule

HP Service Manager Process Designer Content Pack (9.30.3)

Add a Launch a URL rule

Add a Run a Macro rule

Add a Call a Process rule

Add a Run a Wizard rule

Add a Clear Fields rule

Add a Set Mandatory Fields rule

Add a Set Mandatory Variables rule

Add a Send Notifications rule

Add a Launch a Script rule

Add a Send HTML Email rule

Add a Start or Stop Clock rule

Add a Set Field rule

Add a Set Field from Number rule

Add a Validate Date rule

Add a Validate against List rule

Add Validate Text/Number rule

Add a Validate against Table rule

Using the Condition Editor

Launch the Condition Editor

Add a group with a condition

Enable deprecated fields and system fields for Condition Editor

Negating condition groups

Process Designer Workflows

Copy an existing workflow

HP Service Manager Process Designer Content Pack (9.30.3)

Create a manual workflow transition

Create an automatic workflow transition

Create a default workflow transition

View a workflow in Workflow Viewer