IT Collaboration administrator tasks

This section describes the IT Collaboration administration tasks.

Add supported record types

By default, Service Manager Collaboration supports the following types of records in this release:

• Interaction
• Request and Request Task
• Incident and Incident Task
• Change and Change Task
• Problem, Known Error, and Problem Task

In addition to the above record types, you can add a new record type that is supported by Service Manager Collaboration. After certain configurations, the Start Conversation button becomes available on the detailed view of the new record type and you can initiate a conversation.

To add a new record type that is supported by Service Manager Collaboration, follow these steps:

1. Log on to Service Manager as a system administrator.
2. Click System Administration > Ongoing Maintenance > Collaboration > Support List to open the Service Manager Collaboration Configuration form.
3. Type the name of the reference table of a new record type in the File Name field. For example, type probsummary for Incidents.
4. Select the Service Manager Collaboration Enabled check box to enable Service Manager Collaboration for the new record type.
5. Type the key that represents the record ID in the ID Field. This is the record ID that is displayed on the Conversation window header. For example, number.
6. Type the key that represents the record description in the Display Field. This is the record description that is displayed on the Conversation window header. For example, brief.description.

7. Customize the suggested participant list for the new record type in the Suggested User Fields section.

   1. Type the key that represents the field to be listed as a suggested group in the Source Field column, and then type its associated file name in the Target File column. For example, to add the Opened By field to the suggested participant list for Interactions, type opened.by in the Source Field column, and then type operator in the Target File column.
   2. Refer to the existing configurations to add more suggested groups that are listed in the suggested participant list.

   Note Only character fields and array character fields are supported.

8. Click Add and OK.

9. (Optional) Customize the suggested participant group title.

   Every suggested participant group has a default group title. However, you can customize the existing group titles or add new group titles.

   1. Click Tailoring > Notifcations > Messages.

   2. To edit an existing suggested participant group title, follow these steps:

      1. Type smcconfig in the Class field.
      2. Type the reference table name, a semicolon (;), and the key that represents the field to be listed as a suggested group in the Message Number field. These two values must be delimited by a semicolon with no spaces between them. For example, to edit the title of the Contact field for Incidents, type probsummary;contact.name.
      3. Click Search.
      4. Update the suggested participant group title in the Text field.
      5. Click Save and OK.

   3. To add a new suggested participant group title, follow these steps:

      1. Type the language code in the Language Code field. For example, en.
      2. Type smcconfig in the Class field.
      3. Type the reference table name, a semicolon (;), and the key that represents the field be listed as a suggested group in the Message Number field. These two values must be delimited by a semicolon with no spaces between them. For example, type probsummary;vendor.
      4. Type the suggested participant group title in the Text field.
      5. Click Add.
10. Log out and then log on to Service Manager again.

Now you can start a Service Manager Collaboration conversion by clicking the Start Conversation button in the detailed view of the new record type.