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What's new in HPE Service Manager 9.40?
HPE Service Manager 9.40 contains the following new and enhanced features.
Built on Service Manager 9.40 and using an OEM-licensed version of HPE IDOL, HPE SM Smart Analytics heralds the debut of the "Big Data" edition of Service Manager.
Smart Analytics enables your Service Manager to become a more intelligent and efficient system by extracting and understanding your content. Smart Analytics includes the following features in this release:
With Smart Ticket, you can quickly submit a Service Desk record by just entering a description or attaching a picture. SM Smart Analytics will intelligently populate other fields such as category or affected services by extracting and analyzing the content that you entered in the record.
Hot Topic Analytics
Hot Topic Analytics intelligently displays an interactive diagram indicating the hot topics among recent incidents so that you can easily discover incident trends and identify problem candidates.
Note In this release, Hot Topic Analytics does not support accessibility features.
For more information, see Smart Analytics overview.
|Service Manger Reports||
The Service Manager Reports feature provides reports and dashboards to enable faster analysis and improved time to resolution. Service Manager reports organize data into various chart formats, and dashboards display one or more reports. In this way, Service Manager Reports can provide global information about critical activities or metrics.
The Service Manager The Service Manager Reports feature provides light-weight reporting for active operational data. As such, the reports are designed to retrieve, represent, and visualize at most 100,000 active records out of millions. To define analytic reports against the entire dataset, we recommend that you use third party business intelligence tools.
Important: Please note that this initial release of Service Manager Reports has minimal calculation capabilities. As such, we recommend that you continue to use Crystal Reports or other third party tools for calculation-intensive reporting.
Service Manager Reports schedules assist report managers or administrators to send reports or dashboard information to the relevant users or user groups at scheduled intervals. The report schedule specifies who is to be notified, when they are notified, and the notification method.
Service Manager monitors the performance impact of reports and dashboards. If the time spent on generating a report exceeds the time threshold that the administrator sets, the report performance log collects the information and displays it on Report Running Status dashboard. Report Administrators can take the following measures to eliminate the impact of the slow reports:
After you upgrade to Service Manager 9.40, MySM is disabled.
|User experience improvements||
New System Navigator
Service Manager 9.40 provides a new System Navigator, which has the following enhancements:
Service Manager 9.40 provides a new vertical layout for the list pane and the detail pane. You can easily toggle between the horizontal and vertical layouts by using the switch.
The vertical layout has the following advantages:
By default, the vertical layout displays the first four columns in the list pane. You can easily show or hide columns. To do this, follow the instructions in the Show or hide columns section in Working with record lists.
For more information about the vertical and horizontal layout, see Horizontal and vertical layouts.
The color indicator can apply a color mark-up on a field if the value of the field matches the pre-defined color indicator setting. The color indicator settings apply to record list, detail form, and reporting.
Service Manager 9.40 already provides out-of-box color indicator settings on several fields. For example, the Severity, Priority, and Impact fields in several tables. You can customize the out-of-box settings on these fields or create new color indicator settings for other fields. For more information about how to create or edit the color indicator setting, see Configuring color indicator.
In the record list, you can quickly switch on or off the color indicator of a column. To do this, use the Color Indicate option in the drop-down menu of that column.
Note Color indicator requires the 9.40 version of Service Manager application.
Enhanced Quick Jump
The following new capabilities are available in the Quick Jump component so that users can move even faster among sections in record details:
For more information, see Using Quick Jump in record detail.
Service Manager 9.40 provides a quick help that lists all the web client keyboard shortcuts. You can open this quick help by using one of the following methods:
Note Service Manager 9.40 moves the keyboard shortcut configurations from the web.xml file to the shortcut.xml file. The shortcut.xml file is also in the WEB-INF folder.
If you have customized keyboard shortcuts in a previous version of Service Manager and you upgrade to Service Manager 9.40, you must move the keyboard shortcut configurations from your old web.xml file into the shortcut.xml file. Otherwise, your customized keyboard shortcuts do not work. For more information about how to configure the shortcut.xml file, see Editing Web client keyboard shortcuts.
If the configuration of the shortcut.xml file is incorrect, the shortcut list displays an error message.
|Functionality merged from Process Designer Content Pack 9.30.3||
Process Designer Content Pack 9.30.3 introduced the following new features that are now merged into Service Manager Codeless:
|Process Designer-based modules||
The following modules are fully reimplemented on Process Designer workflows.
The Request Fulfillment application in Service Manager Codeless enables business staff to improve their productivity and the quality of business services and products. It can also help to reduce the cost of providing services and the effort involved in requesting and receiving access to services. Moreover, the use of the Request Fulfillment application can increase the control level of an organization’s services and the number of fulfilled requests.
Request Fulfillment includes the following key features:
For the Request Fulfillment processes and best practices, see the corresponding sections in Processes and Best Practices Guide for Service Manager Codeless.
The Service Desk application includes the following key features.
Problem Management includes the following enhancements.
Incident Management has a number of small enhancements:
The Change Management application in HPE Service Manager 9.41 Codeless is reimplemented on Process Designer. The Process Designer based Change Management workflows (including Change and Change Tasks workflows) are easier to maintain than the legacy ones.
ITIL aligned Change workflows
The new Change Management workflows (Change Proposal, Normal Change, Standard Change, and Emergency Change) in the out-of-box system are aligned with the latest version of ITIL:
Change Models and Change Categories
Change Management can be configured such that new change records are created from either a Change Model or a Change Category.
Task Workflows and Task Categories
To work with the new change workflows, a number of Change Task categories are provided. Each of the task categories has a Process Designer based task workflow associated with it. Additionally, change tasks can be planned within change records by using Task Planner, or planned within change models.
Service Level Management
Service Level Management in Service Manager9.41 implements Process Designer for management of Service Level Agreements (SLAs), Underpinning Contracts (UCs) and Operational Level Agreements (OLAs). In addition, the following terminology changes are implemented: service level objectives are renamed to service level targets (in forms and display values only; the underlying table columns and code have not changed due to compatibility considerations), response targets are now process targets, and availability targets are now service targets.
In addition, all three types of service agreements are now treated as equal, and the relationships between them clarified to show OLAs and UCs as supporting (underpinning) agreements to an SLA. Support for regular service reviews has been added through the addition of service review fields, and the addition of new Knowledge document subtypes for Service quality plans, and service improvement plans.
Note Other aspects of Service Level Management, such as the management and behavior of Service Level Targets (SLTs), Service Contracts, Outage handling, and Service Level Management data have not been modified.
For more information on the new Service Level Management, see the entire Service Level Management documentation set in the Help Center.
Knowledge Management has a number of small enhancements in the release. Reference documents now have a new "Subtype" field to support a wider variety of documentation types. These types are described as follows:
|Enhanced PD framework||
This release includes the following enhancements to the Process Designer framework.
Workflow viewer and workflow editor enhancements
The user experience of viewing, creating, and editing Process Designer workflows is enhanced with the following new features:
Note In Service Manager Classic, Knowledge Management and Survey Integration workflows are Process Designer-based.
Condition Editor enhancements
The Condition Editor widget is completely redesigned with an easy-to-use graphical interface that includes the following new features:
Task Planner enhancements
Task Planner is now available for Request Fulfillment as well as for Change Management, and can be used at both the record and model level. The Task Information section in change models, changes, request models, and requests now contains a graphic display of the tasks that are planned for that record. You can open Task Planner directly from this section by clicking Edit.
You can now use Task Planner to configure input and output fields in tasks and to set the recommended maximum number of concurrent tasks.
Task Planner is now itself customizable. You can add fields to Task Planner and configure the mapping between the statuses of tasks and the statuses that are displayed by Task Planner.
New and enhanced rule types
Note Additionally, the execution order of rule sets and format control is updated so that rule sets are always executed before format control. Additionally, when a workflow transition occurs, the "update" format control is run instead of the "add" format control. These changes prevent an issue in which rule sets may run twice.
Improved development auditing
Changes to Process Designer elements, such as workflows, phases, or rules, are now logged in the devaudit table. This allows you to track the customizations that you make by using Process Designer, and to unload them from your development environment.
The out-of-box HPE Service Manager 9.40 includes all the functionalities of the Case Exchange Content Pack for Service Manager 9.34. These functionalities enable the setup of the following Case Exchange integrations.
Note These integrations are limited to the Incident Management module between the integrated systems.
For more information about how to create a Case Exchange integration, see Case Exchange framework.
|Entity relationship management tools||
Three entity relationship management tools were introduced.
|Mobile Applications enhancements||
Service Manager 9.40 Mobile Applications introduces the following enhancements.
|Service Manager Survey||
In this release, Service Manager additionally provides the Service Manager Survey tool, which enables you to implement email surveys in Service Manager independently without integration with a third party survey tool.
The Service Manager Survey feature is based on the HTML Email solution (JavaMail), and enables users to manually send individual surveys directly from a record to selected users. Additionally, it enables the system to automatically send scheduled surveys to specified users through an out-of-box internal survey connector based on the survey integration framework.
When users receive a survey link, they can directly click the link or open the link in a web browser, and then log in to Service Manager to complete the survey. They can also view open surveys that they have been invited to join and closed survey that they have completed in the Service Manager portal. In the out-of-box system, Service Manager surveys are designed to achieve the following goals:
For more information, see Service Manager Survey.
This release also includes the following enhancements.
Service Request Catalog enhancements
Enhanced integration with UCMDB Browser
In this release, the UCMDB integration has been enhanced. Once you have enabled an integration to UCMDB and UCMDB Browser, a Primary CI History in UCMDB tab is added for each problem record whose Primary CI is synchronized from UCMDB. You can view the CI changes on that primary CI for root cause investigation.
The steps to enable an integration to UCMDB and UCMDB Browser are the same as in previous releases. For details, see Enable an integration to HPE Universal CMDB.
Support of Unicode data type for Microsoft SQL Server
Prior to version 9.40, HPE Service Manager used the VARCHAR, CHAR, and TEXT data types to store text strings in a Microsoft SQL Server database. Microsoft SQL Server relies on database collation to support a specific language. Although some languages share the same collation, most languages do not. As a result, Service Manager did not support multiple languages when running on a SQL Server database. Service Manager 9.40 is enhanced to support the Unicode data type on SQL Server. During a new installation of the Service Manager 9.40 server, when you run the server configuration utility, if you select the Use Unicode Data Type check box for SQL Server (see the following figure), Service Manager creates data with the Unicode data type when it loads the applications and demo data, except for the following system tables: dbdict, licenseinfo, lock, and lockshared.
Note This feature is available for new customers only. Existing customers that have upgraded to version 9.40 cannot use this feature.
For more information, see Microsoft SQL Server database Unicode support.
Encryption of client keystore passwords
Service Manager supports encryption of keystore passwords in the Windows and web clients. For more information, see Encryption of client keystore passwords.
Allowing only attachments with certain file extensions from the web client
To prevent potentially dangerous attachment files from being submitted to Service Manager, the Service Manager Server provides support for blocking certain types of attachments submitted through the Windows and web clients, as well as through web services, based on a pre-defined list of forbidden file extensions (a so-called "blacklist"). Only attachments whose file types are in this blacklist are blocked. For detailed information on this feature, see the following topics in the online help:
Beginning with this release, the web client provides additional protection using a so-called "whitelist" to control what types of attachments are allowed to be submitted to Service Manager. From the web client, you can submit only attachments whose file types are in this whitelist. In the out-of-box system, this whitelist includes the following file types, which are considered safe: bmp, jpg, jpeg, png, gif, txt, log, unl, and csv. This whitelist is defined in the web tier configuration file (web.xml). You can adjust the list at your own risk.
For more information, see Support for blocking attachments with certain file extensions.
In addition to the default accessibility functions of the web client, this release also includes accessibility support for the following components:
Parameters introduced or updated in Service Manager 9.40
Service Manager 9.40 introduces or updates the following parameters.
This parameter allows you to disable the contextual help.
For more information, see Web parameter: disableKeyHelp.
This parameter controls whether to prevent an attachment that has the same file name with existing ones from being uploaded to Service Manager.
For more information, see Web parameter: preventDuplicatedAttachmentName.
This parameter no longer controls the visibility of the Help button, which is now always visible.
When this parameter is set to true, two options are displayed if you click the Help button:
When this parameter is set to false, only a list of web client keyboard shortcuts is displayed if you click the Help button.
The default value is changed from 0 to 1.
Note Synchronous IR mode could cause performance issues and is therefore not recommended.
|requestviaproxy||New||Specifies if the Service Manager Windows client is allowed to connect to the server through a proxy.|
|semaphoreWaitTime||New||Defines the number of seconds the Service Manager server waits for a semaphore before generating a core dump.|
|keystorePassword||Updated||This parameter is removed from the web.xml file. You should configure it in a webtier.properties file that you create under <Customize-Folder>/config. For more information, see Encryption of client keystore passwords.|
|enableSidebarMenu||New||This parameter specifies if the System Navigator of the web client can use the sidebar mode and icons.|
|certExpireWarningDays||New||This parameter specifies the number of days before the user’s certificate expires when Service Manager starts to issue a warning message at user login.|
|[oracle_replicate]||New||This parameter creates a section header in the initialization file for connection parameters to a replicated Oracle database|
|[sqlserver_replicate]||New||This parameter creates a section header in the initialization file for connection parameters to a replicated Microsoft SQL Server database|
|dashboard_export_path||New||This parameter specifies the path to save the exported report and dashboard files.|
|dashboardonreplicatedb||New||This parameter defines whether queries against a replicated database for dashboard reporting are enabled.|
|dashboardquerycache_enable||New||This parameter defines whether caching query results in the database is enabled or disabled.|
|dashboardquerycache_dbtime||New||This parameter defines the time threshold in milliseconds for queries against the database when a report is generated. If the time exceeds this threshold, Service Manager saves the query results to the reporting cache.|
|dashboardquerycache_expire||New||This parameter defines the expiration time in minutes of one database query in reporting cache.|
|clean||New||This parameter enables the Service Manager Reports functionality to exclude a message from email notifications about exported dashboards and reports.|
Determines whether a file exists or not.
New RAD functions introduced in Service Manager 9.40
Determines whether a file exists or not.
For more information, see RAD function: isfileexist.
As of version 9.40, the following functionality items are obsolete.
|SCSMTP||You can use SCAuto Email instead to enable inbound email.|
|SCAuto Fax and Pager||You can use the Service Manager Email solution instead for notification purposes.|
|MySM||You can use Service Manager Reports instead.|
We welcome your comments!
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