What's new in HPE Service Manager 9.40?

HPE Service Manager 9.40 contains the following new and enhanced features.

Feature Description
Smart Analytics

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:

Smart Ticket

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:

  • Enable the cache
  • Enable database replication
  • Enable indexing for the table query
  • Disable the report

After you upgrade to Service Manager 9.40, MySM is disabled.

  • MySM is not supported on Service Manager 9.40 applications +Service Manager 9.40 binaries. Customers can leverage the new Service Manager Reports feature to meet their requirements. Service Manager Reports can incorporate the charts and pages created in MySM by using the provided migration script.
  • MySM is supported on Service Manager 9.3x applications + Service Manager 9.40 binaries. Existing customers can continue to use MySM after upgrading to Service Manager 9.40 binaries only.
User experience improvements

New System Navigator

Service Manager 9.40 provides a new System Navigator, which has the following enhancements:

  • You can easily switch the System Navigator between the following two modes:

    • Sidebar mode. In the sidebar mode, the System Navigator only displays the icons of the top-level menu items. When the mouse hovers over an icon, a pop-up menu immediately appears on the right side of this icon and displays the submenu.

      Note The sidebar mode only works in Power User view (index.do) and Enterprise Self-Service view (ess.do), but does not work in Accessible view (accessible.do) and Self-Service Accessible view (accessible_ess.do).

    • Accordion mode. The accordion mode looks and works similar as the traditional System Navigator.

    For more information about the two modes, see Switching the System Navigator.


    When you deploy the web client of Service Manager 9.40 together with an earlier version of Service Manager application, you need to perform the following actions:

    • You must install the QCCR1E114612_SM940_SM930.unl unload file. Otherwise, the System Navigator does not work. For more information about how to install an unload file, refer to the following section in the Service Manager 9.40 Release Notes:

      Installation notes > Application Unload installation

    • We recommend that you set the Enablesidebarmenu parameter to FALSE to disable the icons and the sidebar mode of the System Navigator. Otherwise, the Service Manager web client uses the default icon for all menu items.
  • You can customize the icons of the first-level menu items. Service Manager provides the out-of-box icons so that you can easily specify them in the menu record. For a complete list of the out-of-box icons, see Service Manager menu icons.

    For more information about how to customize the menu icons, see Customize System Navigator menu icons.

  • Service Manager 9.40 enhances the branding capability for the new System Navigator. For more information, see Additional branding implementation options.

Vertical layout

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:

  • The vertical layout can present more information in the detail pane and list more records in the list pane.
  • When you move the mouse over a record ID in the record list, a hover window can display the values of all the fields that are configured as record list columns.

    For more information about how to configure columns in the record list, see Create customized column views for record lists.

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.

Color indicator

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.


  • In detail form, the color indicator setting only applies to the Combo and Comfill widgets.
  • Color indicator does not support Accessible view (accessible.do) and Self-Service Accessible view (accessible_ess.do).

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:

  • Expand All: Expand all first-level sections in record details.

  • Collapse All: Collapse all first-level sections in record details.

  • Back To Top: Go back to the top of record details.

For more information, see Using Quick Jump in record detail.

Quick help

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:

  • Click the Help button

    • If the web client does not have online help, the shortcut list directly opens.
    • If the web client has online help, a drop-down menu appears. Click Shortcut List from the drop-down menu.
  • Use the keyboard shortcut: Alt+Ctrl+/

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:

  • Implementation of the Process Designer framework and workflows for the Help Desk modules (Service Desk, Incident Management, and Problem Management)

  • Support for interaction between Process Designer-based Help Desk modules and other modules

  • Support for phase-based Response SLOs (referred to as Service Level Targets (SLTs) in Service Manager 9.40) for Service Desk and for Incident Management

  • Introduction of Incident tasks to Help Desk and support for Service Level Agreements (SLAs) for Incident tasks

  • A Process Designer security mechanism for Help Desk modules, including:

    • New Process Designer security areas for Help Desk modules
    • New Process Designer security roles for Help Desk modules
    • Help Desk security profiles are migrated to security roles and rights

    • Access rights for the navigation menu and for the Inbox are replaced by Process Designer security roles and rights
  • The following usability improvements:

    • Simplification of related records in Help Desk modules

    • The ability to switch between the Group style and the Tab style for a Notebook control in the web client

    • The addition of record numbers to record titles, including Interactions, Incidents, Incident tasks, Problems, and Problem tasks

    • A real-time counter in the Attachments and Related Records sections

    • Enhancements to the ability to trace phase transition in the workflow figure

  • The following Process Designer framework enhancements:

    • Workflow-based rule sets to replace file level format control

    • Workflow-based actions can be re-used across phases

    • Workflow backend transitions enable cross-module interaction

    • A new tool that exports workflows into an unload file, so that you can copy workflows from one Process Designer-based system to another Process Designer-based system

    • Phase orders to specify the sequences for Process target calculation
Process Designer-based modules

The following modules are fully reimplemented on Process Designer workflows.

Request Fulfillment

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:

  • The Request model, which defines the prerequisites, required authorizations, and sequenced or parallel standard tasks that are used to fulfill the service request
  • A detailed and customizable product catalog
  • Scheduling of service requests and tasks
  • Automated request fulfillment
  • Order and stock management
  • Interaction with other Service Manager applications, such as Service Catalog, Configuration Management, Service Desk, Incident Management, Change Management, and Service Level Management
  • Integration with other products:

    • Providing a common web service interface so that other products are able to access service requests and tasks
    • Integration with Asset Manager for request fulfillment billing

For the Request Fulfillment processes and best practices, see the corresponding sections in Processes and Best Practices Guide for Service Manager Codeless.

Service Desk

The Service Desk application includes the following key features.

  • Automatic updates of records

    Service Manager Codeless enhances the Service Desk by providing an auto-update feature between an interaction and a related incident, problem, change, or request. After the initial escalation of an interaction (where the status of the interaction updates the related link), the auto-update feature will update an interaction when certain status changes occur in the related record.

    In addition, when customer-visible activities in related records occur, these activities may also be reflected in the interaction record.

    For more information, see Automatic updates of Service Desk records.

  • New Categories

    You can now escalate from an interaction directly to a problem.

    A new "Compliment" type has been added, which follows the same workflow as complaints.

  • Behavior change

    In this version of Service Manager, you may escalate an interaction only one time. Previous versions of Service Manager allowed you to escalate an interaction multiple times.

Problem Management

Problem Management includes the following enhancements.

  • Problems that are designated as "Major Problems" now make the review phase at the end of the workflow mandatory.
  • Problems now have a "Source"field, which allows you to specify the origin of the incident as an end user, event, an internal source, or elsewhere.
  • Known Errors are separated out from Problems and given their own identifier. For details, see Open a known error.
  • A new Cost tab was added.  
  • You can modify the categorization of the problem while using the closure wizard.
  • You can send a survey directly from the problem to a designated recipient. For more information, see Service Manager Survey.

Incident Management

Incident Management has a number of small enhancements:

  • Incidents can now be designated as parent or child of another incident, and includes supporting fields such as "Parent" to designate whether an incident is parent, and "Parent Link" to designate a child and to create the actual link to the parent incident.
  • Incidents now have a Source field, which allows you to specify the origin of the incident as an end user, event, an internal source, or elsewhere.
  • Incidents can now link directly to known errors.
  • You can send a survey directly from the incident to a designated recipient. For more information, see Service Manager Survey.
  • A new Cost tab is added.  
  • You can modify the categorization of the incident while using the closure wizard.
  • You can mark an incident as major incident. After you do this, Service Manager notifies the specified Incident Manager, and the Review Details field in the Major Incident Reviewsection is mandatory in the Review phase.

Change Management

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 Proposal: The Change Proposal process allows users to analyze, evaluate, and develop a business case for a change. A Change Proposal is used to describe and document a large, proposed change, usually when the proposed change has significant impact on the organization's IT infrastructure (for example, such as when an organization wants to move all their existing servers to a Linux-based environment). Such changes usually involve planning and evaluation, feasibility studies and the like.

    Note To support change proposals, Knowledge Management has added two new document subtypes: Business Case and Project Information.

  • Normal Change: The Normal Change process defines the steps necessary to process changes that are categorized, prioritized, planned and follow all approvals before deployment. Normal Changes can be further categorized as Major, Significant, and Minor.
  • Standard Change: The Standard Change process defines the steps necessary to process a pre-authorized change that follows a standard procedure. For example, a password reset or the provision of standard equipment to a new employee.
  • Emergency Change: The Emergency Change process defines the steps necessary to process changes that are intended only to repair an IT service error that is negatively impacting the business at a high level of severity.

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.

  • A Change Model allows you to define a set of change settings, such as Category, Subcategory, Change Template, Service, Company, Department, Allowed Roles (security roles), and Tasks. When a change is created based on this change model, the change record is automatically populated with the predefined values in the change model.
  • A Change Category has a workflow associated with it and one or more subcategories defined for it. When a change is created based on this change category, the change record is automatically populated with the predefined values in the change category. The out-of-box system provides the following change categories: Change Proposal, Standard Change, Normal Change, and Emergency Change.

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.

Other enhancements

  • A Cost tab is added to Change records to improve impact analysis and evaluation of business cost of downtime.
  • Remediation planning is expanded for failed changes to allow other options than“back out”.
  • Change categorization is enhanced:
    • Sub-category “Significant” is added for Normal changes. Significant changes are more larger in scope than minor changes but do not require the enhanced planning and review of a major change.
    • You can modify the categorization of the change while using the closure wizard.
  • A Review Required option is provided for Standard, Normal, and Emergency changes, which is used to disallow changes to bypass the Post Implementation Review phase. Once you turn on this flag, the change record cannot bypass the Post Implementation Review phase, and the system automatically sends a notification to the Change Coordinator and Change Manager once the change record enters the Post Implementation Review phase.
  • The previous "Backout" phase is renamed to the more general "Remediation" phase to more aptly reflect the different mitigation scenarios that may occur as a result of a unsuccessful change. This makes it more clear that some remediation plans may be to take an action other than backing out the change, such as taking no action, trying to implement the change again, raise a problem, etc..
  • You can send a survey directly from the change to a designated recipient. For more information, see Service Manager Survey.

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

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:

  • Service Design Package (a document that provides the initial outline of a service agreement and denotes what agreements will be required, who the signatories shall be, and other process oriented details).

  • Service Quality Plan (SQP, a long term quality improvement plan for a service agreement)

  • Service Improvement Plan (SIP, a limited short term improvement plan for a service agreement)

  • Business case (provides a business justification for a change proposed by a formal Change Proposal)

  • Project Information (provides information about the project proposed by a formal Change Proposal)

  • Availability Plan

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:

  • You can now copy and paste phases within a workflow.
  • You can now add descriptions to transitions between phases, as well as to phases and workflows.
  • The description field for transitions, phases, and workflows now supports formatting (such as italics and bold text) and hyperlinks.
  • You can now view a phase's description by hovering the mouse over the phase in the workflow viewer.
  • An icon is now displayed in phases in the workflow viewer and workflow editor if the phase has approvals.

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:

  • You can now build conditions by using meaningful operators instead of characters. For example, the enhanced Condition Editor uses "Greater than" instead of ">" and "Not equals" instead of "!=."
  • You can drag and drop individual expressions within conditions. This makes it very easy to modify complex conditions that have many nested expressions.
  • You can now copy and paste conditions between condition editors. For example, if you want to apply the same complex condition to an automatic transition in two different workflows, you can create the condition by using Condition Editor in one workflow, copy it, open Condition Editor in the second workflow, and then paste the condition.
  • Condition validation is now built into Condition Editor. You cannot save an invalid condition, and the specific elements in the condition that fail validation are highlighted in the graphical interface.

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

New rules

  • Popup Message Box rule: This rule enables you to create and configure popup message boxes that appear to end users.
  • Assignment rule: This rule enables you to automatically distribute records (such as tasks or records) to the groups and assignees who are most able to process them.
  • Run Action rule: This rule automatically runs actions (defined by rule sets and/or backend transitions) on records that have a specified relationship to the record that triggers the rule. For example, you can use this rule to change the workflow phase of related records under specific conditions.
  • Run Scheduled Action rule: This rule automatically runs an action (defined by rule sets and/or backend transitions) on records after a specified length of time has passed. For example, you can use this rule to automatically close incident records that have been in a Resolved state for a certain number of days.

Enhanced rule

Start or Stop Clock rule: This rule enables you to start or stop an HPE Service Manager clock to measure elapsed time. In this release, the rule is enhanced to enable you to set the timezone of the clock, schedule the clock, and include fields in the clock name when you set the clock name by using a JavaScript.

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.

Case Exchange

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.

  • The integration between two Service Manager systems

    Note The other Service Manager system must be 9.40 or 9.34 with Case Exchange Content Pack applied.

  • The integration between Service Manager and Service Anywhere

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.

  • Relationship Manager: a tool that can automatically discover logical entity relationships between tables and fields in your HPE Service Manager system by querying the erddef, link, and relatedObjectMap tables and then save the results in the relation table. For more information, see Relationship Manager.
  • Entity Relationship Diagram utility: a utility that presents entity relationships for selected files and fields in your database in dynamic diagrams (called Entity Relationship Diagrams or ERDs). For more information, see Entity Relationship Diagram utility.

    Note This utility is intended to replace the legacy Entity Relationship Diagram (ERD) creation utility. The legacy ERD creation utility and its documentation are still accessible from the product user interface (Tailoring > Tailoring Tools > ERD Create Records) and the online help, and might be removed in a future release.

  • Missing Reference Report utility: a utility that can generate a report for selected files to help you find out and solve potential data integrity problems (missing references). For more information, see Missing Reference Report utility.
Mobile Applications enhancements

Service Manager 9.40 Mobile Applications introduces the following enhancements.

  • Self-service user interface

    The employee self-service (ESS) functionality that was previously available through content packs is now incorporated directly into Service Manager. The Service Manager Mobile Applications self-service user view is intended for end-users as an entry point to Service Desk and provides a simplified Service Desk interface for users to perform the following tasks:

    • Search the knowledge base
    • Submit a self-service request
    • Submit a smart request
    • View opened and closed tickets
    • View, approve, or deny pending approval requests

    For more information on installing and using Service Manager Mobile Applications, see the HPE Service Manager Mobile Applications User Guide.

  • New mobile operating system support

    Service Manager 9.40 Mobile Applications supports iOS 8.

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:

  • Collect user satisfaction ratings for the following areas: the level of service provided, the speed of response that the user received, and the level of communication regarding the service.
  • Collect additional comments from the user (if any)
  • Allow the user to select if a complaint or compliment needs to be registered. If the user selects to do so, the system automatically generates an interaction record (Complaint or Compliment category) with the information that the user provided, and sends an email to the user with information about the interaction record. The user can click the record link to view the record details and status.

For more information, see Service Manager Survey.

Other enhancements

This release also includes the following enhancements.

Service Request Catalog enhancements

  • Notification of updates for your requests

    To improve the overall communication between IT and end users, a new flag is added to the Your Requests list to inform the requesters about updates that are made to their requests by IT operators.

    Once a "Visible to Customer" update is added to a request, a flag that contains the following message is displayed to the requester:

    This record has new updates.

  • Copy read-only fields

    You can now copy read-only fields in SRC pages such as Catalog Item Details, Request Details, Approval Details, and Subscription Details.

    For example, you can copy the request ID of an item on the Your Request Details View page.

  • SRC user interface improvement

    The SRC user interface is updated.

  • Approve requests and view request details

    Users can now approve or deny request fulfillment records on the Your Approvals Request page, and view their current approvals on the Request Approval Details page.

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.

Accessibility improvements

In addition to the default accessibility functions of the web client, this release also includes accessibility support for the following components:

  • Embedded Service Manager Calendar
  • Service Manager Reports
  • Process Designer Request fulfillment

Parameters introduced or updated in Service Manager 9.40

Service Manager 9.40 introduces or updates the following parameters.

Parameter State Description
disableKeyHelp New

This parameter allows you to disable the contextual help.

For more information, see Web parameter: disableKeyHelp.

preventDuplicatedAttachmentName New

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.

showHelp Updated

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:

  • Online Help: allows users to access the help server that is defined in the web tier configuration file (web.xml).
  • Shortcut List: allows users to access a list of web client keyboard shortcuts.

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.

New JavaScript functions introduced in Service Manager 9.40

JavaScript function State Description
isfileexist New

Determines whether a file exists or not.

For more information, see JavaScript function: isfileexist.

New RAD functions introduced in Service Manager 9.40

RAD function State Description
isfileexist New

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.

Item Notes
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.