Author:TechExcel co.Ltd
Date:

ServiceWise User Guide
Chapter 1 ServiceWise Concepts
1.1 Understanding ServiceWise
1.1.1 ServiceWise Projects
1.1.2 Base Projects
1.1.3 Subproject Management
1.2 ServiceWise Administration
1.2.1 System-level Administration
1.2.2 Project-level Administration
1.2.3 Administrative Accounts and Access Controls
1.3 Team Representation and Management
1.3.1 Account types
1.3.2 Team groups
1.3.3 Group folders
1.4 Incident and Event Management
1.4.1 Incident Management
1.4.2 Event Management
1.5 Employee Management
1.5.1 Employee Web Portal
1.5.2 Tracking Email
1.5.3 Web Conversations
1.5.4 CTI Integration
1.6 Knowledge Management and Communication
1.6.1 TechExcel KnowledgeWise
Chapter 2 ServiceWise Client Basics
2.1 Understanding the ServiceWise Client Workspace
2.1.1 Understanding the ServiceWise Web Client Workspace
2.1.2 Understanding the ServiceWise Windows Client Workspace
2.2 Accessing Projects and Views
2.2.1 Logging Into Projects
2.2.2 Switching Projects
2.2.3 Switching Views
2.2.4 Reconnecting to ServiceWise Server
2.2.5 Reloading Data
2.2.6 Reloading Project Settings
2.2.7 Personalizing Login Settings
2.2.8 Exiting Projects
2.3 Managing Incidents, Events, and Employees in the List Panels
2.3.1 Understanding Incident, Event, and Employee Filters
2.3.2 Refreshing the List Panel
2.3.3 Filtering Incidents, Events, and Employees by Employee
2.3.4 Filtering Incidents and Events by Owner
2.3.5 Filtering Incidents by Submitter
2.3.6 Filtering Incidents and Events by Status
2.3.7 Personalizing the Owner and Submitter Filters
2.3.8 Sorting Incidents in the Windows Client
2.3.9 Sorting Incidents in the Web Client
2.3.10 Locating Records by ID Number or Keyword
2.4 Managing Incidents, Events, and Employees in the Detail Panel
2.4.1 Browsing Incidents, Events, and Employees in the Detail Panel
2.4.2 Reloading Incidents, Events, and Employees in the Detail Panel
2.4.3 Saving Incidents, Events, and Employees in the Detail Panel
2.4.4 Printing Incidents, Events, and Employees in the Detail Panel
2.4.5 Personalizing the Detail Panel
2.5 Working in the ServiceWise Windows Client
2.5.1 Using Keyboard Shortcuts
Chapter 3 Employee Management
3.1 Managing Employees in TechExcel ServiceWise
3.2 Managing Employees in the Employee List Panel
3.2.1 Defining Custom Employee List Views
3.2.2 Filtering Employees by Predefined Query
3.3 Managing Employees
3.3.1 Creating New Employees
3.3.2 Checking if Employees Exist
3.3.3 Understanding the Employee Change Log
3.3.4 Understanding Employee Statuses
3.3.5 Defining Employee Login Settings
3.4 Managing Employee Support Teams
3.4.1 Understanding Employee Team Assignment Rules
3.4.2 Assigning Employees to System Team Groups
3.4.3 Assigning Employees to Primary Support Engineers
3.5 Managing Incidents, Events, and Assets in the Employee View
3.5.1 Managing Incidents in the Employee View
3.5.2 Managing Events in the Employee View
3.5.3 Managing Assets in the Employee View
3.6 Managing Employee Quick Reports
Chapter 4 Incident Management
4.1 Understanding ServiceWise Incidents
4.1.1 Understanding Incident Workflow
4.1.2 Understanding Incident Management Privileges
4.2 Submitting Incidents in the ServiceWise Clients
4.2.1 Understanding the New Incident Page
4.2.2 Submitting New Incidents in the ServiceWise Client
4.2.3 Searching for Employees (Employee Quick Search)incident
4.2.4 Selecting Incident Templates
4.2.5 Defining Employee Incident Access on Incident Submission
4.2.6 Assigning Incidents to Project Members on Incident Submission
4.2.7 Adding Attachments to Incidents on Submission
4.2.8 Submitting Incidents by Email
4.2.9 Understanding User Identity Authentication
4.3 Forwarding Incidents
4.3.1 Forwarding Incidents
4.4 Closing, Reopening, and Deleting Incidents
4.4.1 Closing Incidents
4.4.2 Reopening Incidents
4.4.3 Deleting Incidents
4.5 Tracking Incident Details in the Incident View
4.5.1 Managing Incident Histories
4.6 Managing Inter-project Actions
4.6.1 Copying/Transferring Incidents to Other Projects
4.6.2 New Section
4.7 Managing Incident Templates
4.7.1 Creating Incident Templates
4.7.2 Editing Incident Templates
4.7.3 Deleting Incident Templates
4.8 Managing Incident Cloning
Chapter 5 Incident Linking Management
5.1 Understanding Incident Linking
5.1.1 Understanding Links and Link Types
5.1.2 Viewing LInked Incidents in the Incident List Panel
5.1.3 Viewing Linked Incidents in the Links Incident Detail Page
5.1.4 Searching for Incidents Based on Link Types
5.1.5 Understanding the Links Tab in ServiceWise Windows Client
5.1.6 Displaying Linked Incidents in the Incident List Panel
5.2 Managing Incident Linking
5.2.1 Linking Incidents in the Same ServiceWise Project
5.2.2 Deleting Incident Links
5.3 Editing Linked Incidents
5.4 Managing Broken Links
Chapter 6 Event Management
6.1 Managing Events in TechExcel ServiceWise
6.1.1 Understanding Event Workflow
6.1.2 Understanding Event Management Privileges and Access Controls
6.2 Tracking Events in the Event List Panel
6.2.1 Filtering Events in the Event List Panel
6.2.2 Personalizing the Event List Panel
6.3 Managing Events
6.3.1 Understanding Event Creation
6.3.2 Submitting Events
6.3.3 Submitting Autocreation Eventsface
6.3.4 Defining Employee Access to Events
Chapter 7 Search and Query Management
7.1 Managing CustomerWise Searches and Queries
7.1.1 Understanding the TechExcel Search Engine
7.2 Managing Incident Searches and Queries
7.2.1 Managing Incident Quick Searches
7.2.2 Managing Incident Queries
7.2.3 Keyword Search Conditions
7.2.4 Incident Description Search Parameters
7.2.5 Incident Current Status Search Conditions
7.2.6 Incident Time Search Conditions
7.2.7 Incident Other Search Parameters
7.3 Managing Event Searches
7.3.1 Managing Event Quick Searches
7.4 Managing Customer Searches and Queries
7.4.1 Managing Customer Quick Searches
7.4.2 Managing Customer Queries
7.4.3 Customer Status and Type Search Conditions
7.4.4 Contact Search Conditions
Chapter 8 Subproject Management
8.1 Understanding Subprojects
8.1.1 Understanding Subproject Workflow
8.2 Using the Subproject Tree Panel
8.2.1 Filtering Incidents by Subproject
8.2.2 Sorting Subprojects in the Subproject Tree Panel
8.3 Creating and Managing Subprojects
8.3.1 Managing Subproject Applicable Owners
8.3.2 Managing Subproject Workflow
Chapter 9 Employee Web Portal Management
9.1 Understanding the Employee Web Portal
9.2 Managing Web Announcements and Email Announcements
9.2.1 Adding Announcements
9.2.2 Editing Announcements
9.2.3 Managing Web Announcements
9.2.4 Managing Email Blasts
Chapter 10 Communication Management
10.1 Managing Email Events
10.1.1 Understanding Email Sent Events
10.1.2 Understanding Email Received Events
10.2 Communicating with Employees by Email
10.2.1 Creating Email in the Email Page of the Incident View
10.2.2 Creating Email in the Web Conversation Page
10.2.3 Creating Email Messages in the Employee View Email Page
10.2.4 Sending Email in the Related Incidents Tab of the Event View
10.2.5 Tracking Employee Email
10.3 Communicating by Web Conversation
10.3.1 Understanding Web Conversation Flagging
10.3.2 Submitting Web Conversation Responses
10.3.3 Printing Web Conversations
10.4 Communicating by Telephone (CTI Integration)
10.4.1 Understanding On-screen Caller ID
10.4.2 Making Outgoing Calls in ServiceWise
10.4.3 Answering Incoming Calls
Chapter 11 Knowledge Management
11.1 Understanding ServiceWise Knowledge Management
11.1.1 Understanding Knowledge Items
11.1.2 Understanding Events and Knowledge Management
11.1.3 Understanding Note and Attachment Management
11.1.4 Understanding Knowledge Management Access Controls
11.2 Managing Knowledge Folders
11.2.1 Creating Document Type Subfolders
11.2.2 Deleting Document Type Subfolders
11.2.3 Renaming Knowledge Folders
11.2.4 Moving Knowledge Items Between Subfolders
11.2.5 Defining Employee Access to Knowledge Folders
11.2.6 Defining Project Team View Access to Knowledge Folders
11.2.7 Defining Project Team Build Access to Knowledge Folders
11.2.8 Defining Secured Knowledge Folder Type Access Rules
11.3 Searching for Knowledge Items
11.3.1 Understanding the TechExcel Search Engine
11.3.2 Searching in the ServiceWise Windows Client
11.3.3 Defining Advanced Knowledge Base Searches
11.4 Managing Documents
11.4.1 Adding Documents to the Project Knowledge Base
11.4.2 Defining Document Keywords
11.4.3 Deleting Documents
11.4.4 Checking Out Documents
11.4.5 Checking In Documents
11.4.6 Locking Documents
Chapter 12 ServiceWise Asset Management
12.1 Understanding Asset Management in the TechExcel ServiceWise Client
12.1.1 Understanding the ServiceWise Web Asset Tab
12.1.2 Understanding the ServiceWise Windows Asset Tab
12.1.3 Understanding Asset Management Privileges and Access Controls
12.1.4 Understanding Asset Operation Access Controls
12.2 Creating New Assets
12.3 Assigning Assets to Employees
12.4 Editing Asset Properties
12.4.1 Returning Assets
12.5 Deleting Assets
12.6 Linking Assets to Incidents
12.7 Managing Asset Support Plans
12.7.1 Viewing Related Incidents
12.8 Managing Asset Locations
12.8.1 Defining Primary Locations and Secondary Locations
12.8.2 Creating New Asset Locations
12.8.3 Editing Asset Location Details
12.8.4 Deleting Asset Locations
12.9 Managing Asset Notes
12.9.1 Adding Asset Notes
12.9.2
12.9.3
12.9.4
Chapter 13 Import and Export Management
13.1 Managing Importing, Linking, and Exporting
13.1.1 Defining Structured Text Files
13.2 Importing, Linking, and Exporting Employees
13.2.1 Identifying ServiceWise Employee Data Fields
13.2.2 Linking Employees in the Base Project
13.2.3 Linking Employees in the Base Project
13.2.4 Importing Users From Base Project
13.2.5 Importing Employee Accounts from Structured Text Files
13.3 Importing Service Agreements
13.3.1 Importing Service Agreements
13.4 Importing and Exporting Incidents
13.4.1 Importing Incidents to Structured Text Files
13.4.2 Exporting Incidents to Structured Text Files
Chapter 14 Outlook Sync Management
14.1 Outlook Sync Management

ServiceWise User Guide

Chapter 1 ServiceWise Concepts

1.1 Understanding ServiceWise

TechExcel ServiceWise offers a complete solution for managing internal IT and service desk processes.

Using TechExcel ServiceWise, IT organizations may optimize every aspect of their support processes including:

Tracking service requests and employeeincidents
Managing IT changes and projects
Enabling employee self-service
Creating and maintaining a knowledgebase as a support resource
Tracking company assets and configuration items
Time tracking
Service level management
Automatic emails and escalations

TechExcel ServiceWise provides a comprehensive, high-end solution that can be configured to match any internal support process.

1.1.1 ServiceWise Projects

ServiceWise uses projects to represent employee and support management processes. In ServiceWise, each project represents a distinct area of work and is controlled by a set of administrator-defined workflow rules.

There are two types of ServiceWise projects: base projects and work projects:

•Base project:used to store and manage the employee and asset data. This data will be available to all work projects. Base projects may support one or more work projects.

•Work project:used to configure processes and busines rules for specific activities. For example, an incident management process or change management process.

Knowledge can also be shared among work projects. You can create a knowledge base so multiple support projects can all work together to build and share knowledge.

Although all support incidents are work project-specific, project members may share incidents (interproject copying) and events (global events) across work projects.

1.1.2 Base Projects

A base project is project for storing employee data, asset data, and knowledge data that is shared by work projects. The base project acts as a centralized datastore for the work projects and enables them to freely share employee, asset, and knowledge data while maintaining their own incident and event data, team structures, and workflow rules.

1.1.3 Subproject Management

Each work project may include sub-projects. Subprojects allow teams to organize work items into subfolders. This provides teams a clear view of the work managed in each project.

Generally, subprojects represent incidents that are grouped together based on incident types, incident ownership, serviced employees, or schedules. But subprojects may be used to organize support incidents by any criteria that is useful or meaningful to the support organization.

Every subproject is defined by its schedule —start and end dates, access controls, and parent-child relationships with the other subprojects. Every subproject may be the parent of multiple subprojects, which in turn could be the parent of child subprojects.

1.2 ServiceWise Administration

There are two types of ServiceWise projects: base projects and work projects:

•Base project:used to store and manage the employee and asset data. This data will be available to all work projects. Base projects may support one or more work projects.

•Work project:used to configure processes and busines rules for specific activities. For example, an incident management process or change management process.

Knowledge can also be shared among work projects. You can create a knowledge base so multiple support projects can all work together to build and share knowledge.

Although all support incidents are work project-specific, project members may share incidents (interproject copying) and events (global events) across work projects.

1.2.1 System-level Administration

System-level administrative tasks include System level configuration settings and management of ServiceWise user accounts and licenses.

System-level administrative tasks fall into three general groups:

• System-level project administrative tasks include the creation and maintenance of base projects and work projects as well as all ServiceWise site configurations.

• System-level user administrative tasks include the creation and management of user accounts and licensing, the defintion of system team groups, and the creation and management of administrator account types.

• System-level tool administrative tasks include the installation of ServiceWise applications and modules, the configuration of the ServiceWise Email Server, ServiceWise Document Server, and TechExcel Search Engine, and all integration configurations.

All system level administrative tasks are managed by a system administrator—a licensed ServiceWise user that has been assigned a system administrator account type. A system administrator account type defines the privileges that are granted to that user in the ServiceWise site.

1.2.2 Project-level Administration

Project administration tasks may be broken into four inter-related areas:

Process definition and business rules
GUI customization
Project member administration
Workflow administration

1.2.3 Administrative Accounts and Access Controls

Access controls that enable administrators to perform system-level and project-level configuration and customization tasks may be defined independently of one another enabling support organizations to create many different administrative accounts with different levels of access and power.

1.3 Team Representation and Management

1.3.1 Account types

An account type defines the role of a user account—the privileges and responsibilities granted to that user—in a ServiceWise work project.

Every licensed ServiceWise user is assigned an account type in each work project. The account type defines the role that the user plays in that project. Project members that have different responsibilities in different projects may be assigned account types that reflect their role in each project.

In ServiceWise, all project-level access controls are assigned to account types and not to individual user accounts. Project members inherit privileges from the account type they are assigned in a project. A user may belong to many different projects and be assigned different account types in different work projects.

Project administrators may define any number of account types in a project and assign a unique set of privileges to each account type providing them with the flexibility to define many different levels of project security.

1.3.2 Team groups

A team group represents a group of project members that share a common set of responsibilities in a ServiceWise work project, but who do not necessarily share the same role or responsibilities.

Whereas an account type represents a specific role, team groups represent a team of project members that belong to the same work group, but have different responsibilities.

Using team groups, project administrators may organize project team members into smaller, more useful entities for the assignment of incidents, events, and employees.

If the project administrator defines a team group as an applicable owner in an event template, every member of that team group is deemed to be an applicable owner of every event that is based on that event template.

1.3.3 Group folders

The group folder concept reflects the fact that a support incident may belong to a group instead of an individual team member at a particular phase in its life cycle. ServiceWise group folders store common support incidents and enable flexible and definable workflow control.

Group folders represent a kind of buffer between a team group and the incidents assigned to that group. Each group folder is owned by a particular team and protected by access controls: View, Put, and Get privilege.

Only those project members with the appropriate account type may view incidents assigned to a group folder (Get), add incidents to a group folder (Put), or forward those incidents to another project member or group.

Group folders are particularly useful to administrators when they define project workflow and determine how tasks are distributed to project members in the project. Anything that may be assigned to a project member in the project may also be assigned to a group folder.

1.4 Incident and Event Management

Each work project may include sub-projects. Subprojects allow teams to organize work items into subfolders. This provides teams a clear view of the work managed in each project.

1.4.1 Incident Management

The primary vehicle for managing and tracking issues in ServiceWise is the collection of data called incidents. Each incident represents a particular task or set of tasks that must be managed by a support team. ServiceWise incidents are usually associated with an employee and one or more subtasks called events.

Every incident is represented by a unique incident ID, a description of the incident, an incident workflow state, a work description, and other dynamic properties. Most incident properties are fully customizable. Project administrators may define which properties comprise an “incident” on a project-by-project basis.

ServiceWise projects are fundamentally tools for creating, managing, and tracking incidents and related employees, events, and assets.

Incident management tasks include:

• Creating incidents

• Working and editing incidents

• Forwarding incidents

• Closing and reopening incidents

The ServiceWise client GUI provides support teams with a central repository for viewing and updating all information about the incident. Project members can update incident details, add notes and note attachments, view incident history, or create links between related incidents.

Meanwhile, at any time during its life cycle, project members may communicate with employees by web conversations, automated email notifications, or personalized incident summaries by email.

Incident Workflow

Workflow rules enable project managers to define and track the flow of work between individuals and teams.

The Workflow is a business process used to manage the tasks that compose a project. A well-defined set of workflow rules enable an organization to perform tasks in an efficient and repeatable manner.

Incident workflow rules enable project administrators to define rules for managing the incidents and events that are managed in each subproject and for determining which project members and employees are applicable to a subproject and its incidents and events.

•Project workflowdetermines the life cycle of ServiceWise incidents. Project administrators may define workflow settings once in the TechExcel ServiceWise Admin. All project members will manage incidents according to existing processes.

•Incident routingenables administrators to define rules for automatically assigning incidents to appropriate project members based on the incident attributes and project member skills and workload.

•Incident escalationenables administrators to define rules for automatically escalating incident statuses if the due date has passed or if no progress has been made in several days. Project administrators may also enable email notifications for all escalations.

Incident Email Notification

ServiceWise incident notification enables support teams to ensure that all appropriate stake holders are notified (by email, pager, or mobile phone) whenever incidents are created, updated, or closed in a ServiceWise project. ServiceWise incident notification is based on administrator-defined incident notification rules. Incident notification rules consist of triggers, conditions, actions, and subscribers.

ServiceWise enables administrators to manage both push email and pull email for each incident notification rule using subscription rules. Project administrators may mandate that certain project members receive incident notifications for certain incidents while others may opt in or opt out of individual subscriptions. Project administrators may also mandate that certain project members never receive incident notifications based on incident notification rules.

Incident Routing

Incident routing is an optional feature that enables administrators to define rules for automatically routing ServiceWise incidents to project members based on administrator-defined routing rules.

Incidents may be automatically routed and assigned to project members based on:

Based on project member workloads
Based on project member skill levels
Based on a formula that is based on the workload and the skill level of potential targets
Based on availability— administrators may optionally mandate that a user must be logged into a project to be subject to routing rules.
Based on field(s) selected on the incident form

Incident Escalation

ServiceWise incident escalation enables project teams to ensure that support incidents do not “fall through the cracks” by ensuring that project teams are automatically notified if insufficient progress is made on ServiceWise incidents during a defined time period.

Escalation actions include reassigning the incident to a new owner, changing the progress state of the incident, or even automatically generating email notifications.

Project teams may be notified by email, pager, mobile phone, or personal folder based on an administrator-defined escalation schedule. If an action is still not taken, incidents may be automatically reassigned to another project member, group, or group folder.

1.4.2 Event Management

Events represent the “to do” items that project members must perform in the course of processing incidents.Every event is either an incident-specific event or a general event.

As incidents progress through the incident life cycle, changing workflow states and owners, events may be attached to those incidents to support multi-tasking, track day-to-day activities, and enhance incident workflow.

Typical events include calling or receiving a call from an employee, employee requests for equipment, an online meeting or visit to a site, receiving or sending email, or approval from management.

Events in Views

Project members may manage and track events in the Event view of the ServiceWise client. Events may also be managed in the Incident view, Employee view, and Calendar view. Most events are the child of a parent incident, are associated with a single employee, are owned by a single ServiceWise project member, and may be managed based on these relationships.

• The Event view displays events and information about incidents and employees that are related to specific events. Project members may also manage sibling events in the Event view.

• The Incident view displays incidents and information about all of the child events of each incident.

• The Employee view displays employees and information about all of the incidents and events associated with that employee.

1.5 Employee Management

TechExcel ServiceWise system administration and customization requires no programming. All administrative tasks may be managed in the ServiceWise Admin client using a point-and-click interface.

Projects, incidents, events, and employees are fully customizable so that support organization may track the data that is important to them.

In addition, all access controls are defined on a project-by-project basis. ServiceWise users may log into and work in many different projects, be assigned a unique account type, privileges, and responsibilities in each project using a single ServiceWise license.

ServiceWise administration is managed at three levels: the system level, the base project level and the work project level.

1.5.1 Employee Web Portal

The TechExcel Employee Web Portal is a secure self-service site providing controlled access to support processes. Using the Employee Web Portal, employees may:

Submit and edit incidents through the Internet
View their incidents and events
Access FAQs, upgrades and patch info, and product documentation
Search the knowledge base, download documents or software, and read whatever news or announcements administrators have determined they should see based on their role
Engage in web conversations with ServiceWise project members

The Employee Web Portal is composed of six views. Each Employee Web Portal view displays tools that enable employees to manage incidents, view reports, interact with ServiceWise personnel, or customize their personal information or preferences.

The Employee Web Portal may be fully integrated with TechExcel DownloadPlus, enabling your users to download software or documents based on their profile.

1.5.2 Tracking Email

Communication by email between support engineers and employees is represented in ServiceWise project by email events.

One of the most common events in ServiceWise projects to send or receive email from an employee. All email events are instances of an administrator-defined event template belonging to one of three event types:

TheEmail Sentevent type represents a set of business rules for managing email sent to an employee from a ServiceWise project member.
TheEmail Receivedevent type represents a set of business rules for managing email sent to a project member from an employee.
TheEmail Announcementevent type represents a set of business rules for managing email announcement events.

1.5.3 Web Conversations

The web conversation is a useful tool for communicating with employees. The Web Conversation page provides support project members a powerful tool for communicating with employees about their incidents.

The Web Conversation page features a rich text chat-like interface, with time stamped and logged data input. Employees may communicate through the Employee Web Portal.

Web conversations enable the support team to see when employees add new web conversation to an incident. Incidents can be flagged in the incident list so that the team members can easily spot them. Flagged incidents may also be displayed in the home page of each team member. Team members may manually clear the web conversation flags by checking the Clear the New Employee Request check box on web conversation page and clicking the Submit button.

1.5.4 CTI Integration

Computer telephony integration, or CTI, is a technology that enables telephone and computer interactions to be integrated or coordinated.

TechExcel ServiceWise features CTI tools that enable support teams to improve employee support over the telephone by using a plug-and-play solution based on the CTI Data Connector (CDC) from Mirage Computer Systems. ServiceWise CTI integration introduces the following features:

• On-screen dialing of outgoing phone numbers from the TechExcel ServiceWise client improves support efficiency. Project members may dial employees by selecting phone numbers in the ServiceWise client.

• Automatic on-screen display of caller data for all inbound calls. Project members can immediately see who is calling and do not need to look up employee names and service history.

• On-screen caller ID of incoming and outgoing phone calls. ServiceWise CTI automatically matches incoming and outgoing calls with phone numbers stored in the base project.

1.6 Knowledge Management and Communication

System-level administrative tasks include System level configuration settings and management of ServiceWise user accounts and licenses.

System-level administrative tasks fall into three general groups:

• System-level project administrative tasks include the creation and maintenance of base projects and work projects as well as all ServiceWise site configurations.

1.6.1 TechExcel KnowledgeWise

In ServiceWise, all company knowledge items—documents, web pages, FAQs, company announcements, email blast messages, and attachments— may be stored and managed in an integrated KnowledgeWise knowledge base.

As with employee and asset data, the company knowledge base may be shared by multiple ServiceWise work projects. Every ServiceWise work project in a site has access to a common knowledge base through which they may share business intelligence.

ServiceWise facilitates self-service by providing company employees access to the knowledge base through the Employee Web Portal.

ServiceWise knowledge management tasks are carried out at two levels: the project level and the incident level.

Chapter 2 ServiceWise Client Basics

2.1 Understanding the ServiceWise Client Workspace

Businesses may deploy ServiceWise using any combination of Windows and web clients.

ServiceWise Web may be used as a stand-alone product or in tandem with the ServiceWise Windows client uniting internal and external development teams. All data is completely synchronized in real time to the central ServiceWise database.

The procedures required to manage incidents in the web client are essentially the same as the procedures required to perform similar tasks in the ServiceWise Windows client.

2.1.1 Understanding the ServiceWise Web Client Workspace

The ServiceWise web client is a “thin client” that enables project team members to view, manage, and track incidents, events, and employees through the Internet using a web browser.

The client workspace organizes project data in multiple web pages calledviews. A view is an interface that displays and organizes data in the client workspace. Each web page is designed to track a specific type of data—incidents, events, employees, and reports—and features tools that enable the user to process the work items in view.

The primary views for most project team members are the incident, event, and employee views. These views share a common layout and set of tools for managing and tracking project work items.

Figure 2-1: Employee List Panel in ServiceWise Web Workspace

The workspace of the incident, event, and employee views is organized into panels and control bars.

In ServiceWise, a control bar is a graphic element that organizes a set of commands and controls that enable the user to navigate between views and projects, perform incident, event or employee management tasks, or filter or search for records based on its properties.

List Panel

The list panel displays high-level information about work items (incidents, events, or employees) in a tabular list of columns and rows. The list panel is a tool for identifying records that share properties in common.

Three controls bars are displayed in every ServiceWise view.

View Bar:The view bar displays navigation buttons that enable project members to switch between all ServiceWise web pages. The Menu bar appears in all ServiceWise web pages.

Tool Bar: The tool bar displays command buttons that enable project members to perform tasks within a specific page. The controls displayed in the Tool bar are specific to each page.

Search Bar:The Search bar contains controls that enable project members to filter the data displayed in the page. The Search bar is displayed in the Incident List page, the Detail page, the New page, and the Report page.

List: The list panel displays high-level information about work items (incidents, events, or employees) in a tabular list of columns and rows.

The user may view detailed information about a single work item (incident, event, or employee) by selecting that record in the list panel.

2.1.2 Understanding the ServiceWise Windows Client Workspace

The ServiceWise Windows smart client is a web service-enabled client that enables project managers to view, manage, and track incidents, events, and employees.

The client workspace organizes project data in multiple views. Each view is designed to track a specific type of data—incidents, events, employees, and reports—and features tools that enable the user to perform tasks in that view.

The three primary views in ServiceWise are the incident view, event view, and employee view. These views are all organized into panels (list panel and detail panel) and bars (the menu bar, tool bar, and action bar).

Figure 2-2: ServiceWise Windows Client Workspace

Each view displays tools and controls that enable the user to process the work items managed in that view.

The ServiceWise Windows client workspace is organized into two distinct panels:

List Panel :The list panel displays high-level information about work items (incidents, events, or employees) in a tabular list of columns and rows.

Detail Panel: The detail panel displays detailed information about a single work items (incident, event, or employee) in a series of tabbed pages.

In addition to the information presented within each page, each page displays controls for navigating between pages.

Menu Bar :The view bar displays navigation buttons that enable project members to switch between all ServiceWise web pages. The Menu bar appears in all ServiceWise web pages.

Tool Bar:The tool bar displays command buttons that enable project members to perform tasks within a specific page. The controls displayed in the Tool bar are specific to each page.

Action Bar: The action bar displays command buttons that enable the user to “forward” a work item to another workflow state or owner. The controls displayed in the action bar depend on the workflow model employed in the project—transition-based or state-based.

2.2 Accessing Projects and Views

The ServiceWise web client is a “thin client” that enables project team members to view, manage, and track incidents, events, and employees through the Internet using a web browser.

The primary views for most project team members are the incident, event, and employee views. These views share a common layout and set of tools for managing and tracking project work items.

Figure 2-1: Employee List Panel in ServiceWise Web Workspace

The workspace of the incident, event, and employee views is organized into panels and control bars.

List Panel

Three controls bars are displayed in every ServiceWise view.

View Bar:The view bar displays navigation buttons that enable project members to switch between all ServiceWise web pages. The Menu bar appears in all ServiceWise web pages.

Tool Bar: The tool bar displays command buttons that enable project members to perform tasks within a specific page. The controls displayed in the Tool bar are specific to each page.

List: The list panel displays high-level information about work items (incidents, events, or employees) in a tabular list of columns and rows.

The user may view detailed information about a single work item (incident, event, or employee) by selecting that record in the list panel.

2.2.1 Logging Into Projects

ServiceWise implements project-level security by assigning a unique username, password, and account type to every project team member. The username and password enable the ServiceWise system to identify, control, and track the changes users make to the project data.

To access ServiceWise projects, the user must enter a valid login name and password in the ServiceWise Login page The password is that user’s personal key to the DevSpec system and its projects. Passwords provide accountability for all transactions and other changes to project data and enable the organization to ensure that only authorized individuals may access and change project data.

Every user is assigned an account type that defines the role and responsibilities of that user in the project.

To log into projects in the Windows client:
                1Select the ServiceWise icon in the Windows Start menu

   By default the ServiceWise icon is displayed in the ServiceWise Client folder.

   The ServiceWise Login dialog box appears.

2 Enter the user name in the User Name edit box.

3 Enter the password in the Password edit box.

  Every project member is assigned a unique user name and password by the project administrator.
  Project members may change their password in the User Preferences page.

4Select a web service in the Web Service dropdown list.

5Select the OK button.

The Select Project to Login dialog box appears.

6Select a project and click the OK button.

The project is displayed in the client.

To log into projects in the web client:
                 1   Select the ServiceWise Web for Support Team icon in the Windows Start menu.

     By default the ServiceWise Web icon is displayed in the ServiceWise Web folder.

     The ServiceWise Login page is opened the web browser. ServiceWise projects may be managed using the Microsoft Internet Explorer, Firefox, and Netscape Navigator browsers.

2   Enter the user name in the User Name edit box.

3   Enter the password in the Password edit box.

      Every project member is assigned a unique user name and password by the project administrator. Project members may change their password in the User Preferences page.

4   Optional: To open the web client in a new window or tab, select the Pop Up New       Browser Window check box.

      The option is handled differently in each supported web browser.
•   In Microsoft Internet Explorer a new window is opened.
•   In Firefox a new tab is opened.

5   Select the OK button.

     The browser displays the Home page.

2.2.2 Switching Projects

The Switch Project command enables project members to exit one project and open another project without logging out of ServiceWise.

Using controls in the Home page, project team members may quickly switch between projects and view open incidents in each projectThe ServiceWise web client Home

Figure 2-3: Home Page in ServiceWise Web Client

page may be personalized to display information that is important to you. In addition to active projects, the Home page may display:
•   Project List
•   Incident List
•   To Do List
•   Team Member Menu
•   Calendar

To switch projects in the web client:

1Click the Home button in the menu bar.

The Home page appears.

2Select a project in the Project List.

To switch projects in the Windows client:

To switch projects in the Windows client, Select File > Active Projects > [PROJECT NAME]

2.2.3 Switching Views

In ServiceWise, a view is an interface that displays and organizes data in the client workspace. The ServiceWise web client is organized into eight views (web pages): the home, incident, event, employee, report, knowledge, utilities, and calendar views.

A view is an interface that displays and organizes project data in the workspace. Each view is designed to manage different types of data and displays a unique set of tools that enable the user to manage data in that view. Only one view is displayed in workspace at a time.

Web Client

In the web client, the view bar displays eight buttons that enable project members to navigate between pages in the ServiceWise web client. The view bar is displayed in all ServiceWise web pages.

The Home button enables project members to display the Home page.

The Incident View button enables project members to display the incident view.

The Event View button enables project members to display the event view.

The Employee View button enables project members to display the employee view.

The Report View button enables project members to display the report view.

The Knowledge View button enables project members to display the knowledge view.

The Utilities button enables project members to display the utilities view.

The Calendar View button enables project members to display the calendar view.

To switch views in the web client:

To switch views in the web client, select a view button in the menu bar.

Windows Smart Client

In the Windows smart client, the view bar displays five buttons that enable project members to navigate between views.

The Incident View button enables project members to display the incident view.

The Event View button enables project members to display the event view.

The Employee View button enables project members to display the employee view.

The Report View button enables project members to display the report view.

The Knowledge View button enables project members to display the knowledge view.

To switch views in the Windows client:

In the Windows client, project members may use view buttons, keyboard shortcut commands, or View menu commands to switch between ServiceWise views.

Use view buttons in the tool bar:

• Click the Employee View button for the employee view.

• Click the Incident View button for the incident view.

• Click the Event View button for the event view.

• Click the Report View button for the report view.

• Click the Knowledge View button for the knowledge view.

Use a keyboard shortcut:

• Press ALT + C for the employee view.

• Press ALT + I for the incident view.

• Press ALT + N for the event view.

• Press ALT + R for the report view.

• Press ALT + K for the knowledge view.

Use the View menu commands:

• Select View > Employee View for the employee view.

• Select View > Incident View for the incident view.

• Select View > Event View for the event view.

• Select View > Report View for the report view.

• Select View > Knowledge View for the knowledge view.

2.2.4 Reconnecting to ServiceWise Server

Occasionally, project members may lose their connection to the ServiceWise database; for example, when the network goes down.ServiceWise Windows users may reconnect to the ServiceWise database using the Reconnect command.

The Reconnect command may be invoked by two methods:

• Press CTRL + B.

• Select the Reconnect command in the File menu.

2.2.5 Reloading Data

The Reload command enables project members to reload incident data in the incident list panel. The Reload command ensures that the most recent data is displayed in the Windows client.

ServiceWise Windows client users may reload incident information by two methods:

• Press F6.

• Select the Reload command in the File menu.

2.2.6 Reloading Project Settings

The Reload Project Settings command enables project members to reload project definition settings.

ServiceWise Windows client users may reload project settings by two methods:

• Press F7.

• Select the Reload Project Settings command in the File menu.

2.2.7 Personalizing Login Settings

Using controls in the Login Control page of the Utilities view, project team members may personalize their login settings.

Figure 2-4: Login Control Page

To personalize login settings:

1Select the Utilities tab in the view bar.

2Click the Login Control command in the tree panel.

The Login Control page appears.

3Define login personal preferences.

2.2.8 Exiting Projects

The Exit command enables project members to exit a project and close the client.

Web client:

To exit a project click the Log Off button in the menu bar.

Windows client:

To exit a project select the Exit command in the File menu.

2.3 Managing Incidents, Events, and Employees in the List Panels

The ServiceWise Windows smart client is a web service-enabled client that enables project managers to view, manage, and track incidents, events, and employees.

2.3.1 Understanding Incident, Event, and Employee Filters

In ServiceWise, a filter is a simple query that returns all records that match search criteria and displays those records in the list panel or report—all other issues are “filtered out” and not displayed.

Each view features a set of predefined filters that enable project team member to quickly search for an identify records (incidents, events, or employees) based on shared property definitions.

Filtering enables project team members to quickly identify relevant records based on key indicators, minimize the time needed to review large numbers of records, and to maximize effectiveness.

Incident Filters

Using controls in the incident search bar, project members may choose which events are displayed in the incident list panel.

Figure 2-6: Incident Search Bar

Incidents may be filtered by employee, event owner, event template, event status, or dates.

Employee:The Employee text box enables the user to filter events by employee name. The Employee text box supports the asterisk (*) wildcard character.

Criteria entered in the Employee text box filters the options displayed in the Employee dropdown list.

Employee List:The Employee dropdown list enables the user to filter events by employee. The list displays all every employee in the base project as well as the*All Employees and *Unknown Employees system variables.

Owner:The Owner dropdown list enables the user to filter events by current owner.

Status:The Status dropdown list enables the user to filter events by status. Every event workflow state is defined by its status: open or closed. The list displays the {All Open}, {All Closed} and {All Open & Closed} search parameters.

Query:The Query dropdown list enables project members to choose a predefined query to filter incidents. Queries may be public or private.

Search:The Search button enables project members to define custom search parameters based on incident properties.

The Define Query and Quick Search controls enable the user to define and save custom-defined search queries.

Event Filters

Using controls in the event search bar, project members may choose which events are displayed in the event list panel.

Figure 2-7: Event Search Bar

Events may be filtered by employee, event owner, event template, event status, or dates.

Employee:The Employee text box enables the user to filter events by employee name. The Employee text box supports the asterisk (*) wildcard character.

Criteria entered in the Employee text box filters the options displayed in the Employee dropdown list.

Employee List:The Employee dropdown list enables the user to filter events by employee. The list displays all every employee in the base project as well as the*All Employees and *Unknown Employees system variables.

Owner:The Owner dropdown list enables the user to filter events by current owner.

Status:The Status dropdown list enables the user to filter events by status. Every event workflow state is defined by its status: open or closed. The list displays the {All Open}, {All Closed} and {All Open & Closed} search parameters.

Template:The Template dropdown list enables the user to filter events by event template. The list displays the all event template types as well as the *All Email Events, *All Global Events, and *All Web Activity Events event template search parameters.

Date Type:The Date Type dropdown list enables the user to define the date fields used to filter events in the event list. The list displays the Due Date, Start Date, Start or Due Date, Start and Due Date, and the Last Modified Date search parameters.

From:The From calendar enables the user to define the starting date of the date search filter.

To:The From calendar enables the user to define the starting date of the date search filter.

Employee Filters

Using controls in the employee search bar, project members may choose which employees are displayed in the employee list panel.

Figure 2-8: Employee Search Bar

In the employee view, employees may be filtered using the employee filters or the employee search.

Employee:The Employee text box enables the user to filter events by employee name. The Employee text box supports the asterisk (*) wildcard character.

Criteria entered in the Employee text box filters the options displayed in the Employee dropdown list.

2.3.2 Refreshing the List Panel

The Refresh command enables project members to refresh the data in the list panel.
The Refresh command ensures that the most recent data is displayed in the client.

Web client:

To refresh incident data in the web client, click the Refresh button in the search bar.

Windows client:

Project members can refresh the incident list panel by two methods:
• Press F5.
• Select View > Refresh Incident.

2.3.3 Filtering Incidents, Events, and Employees by Employee

Incidents, events, and employees may all filtered using the Employee and Employee List controls in the search bar.

Employee:The Employee text box enables the user to filter events by employee name. The Employee text box supports the asterisk (*) wildcard character.

Criteria entered in the Employee text box filters the options displayed in the Employee dropdown list.

Employee List:The Employee dropdown list enables the user to filter events by employee. The list displays all every employee in the base project as well as the*All Employees and *Unknown Employees system variables.

2.3.4 Filtering Incidents and Events by Owner

In ServiceWise, every incident and event is at all times owned by one-and-only-one project team member or team folder. Filtering by owner enables the user to quickly view every incident or event owned by a specific project team member or team folder.

Using a team list filter, the user may filter the work items displayed in the list panel by current owner.

The Owner filter may be displayed in the search bar of the incident view and event view. The Owner list displays the name of all project team members, group folders, and two system parameters: the*All Members and *Unassigned parameters.

*All Members:The *All Members parameter returns all incidents or events owned by project team members.

*Unassigned:The *Unassigned parameter returns all incidents or events that are yet to be assigned to a project team member or group folder.

In the incident view, the user may choose to display the Owner filter or the Submitter filter in the search bar. The Submitter filter enables the user to view the incidents submitted by specific project team members or employees.

2.3.5 Filtering Incidents by Submitter

In ServiceWise, most incidents are submitted to the project by a project team member. Filtering by submitter enables the user to quickly view every incident or event submitted a specific project team member.

The Submitter filter may be displayed in the search bar of the incident view. The Submitter list displays the name of all project team members and two system parameters: the*All Members and *Employees parameters.

*All Members:The *All Members parameter returns all incidents submitted to the project by project team members.

*Employees:The *Employees parameter returns all incidents submitted to the project by employees.

2.3.6 Filtering Incidents and Events by Status

In ServiceWise, all incidents and events are at all times defined by theirworkflow state. A workflow state represents a particular stage in the lifecycle of that incident or event.

Status filtering enables the user to view incidents or events that share the same workflow state or status and filters out all other records.

Figure 2-9: Status List Filter in Incident View

The Status list filter may also be used to filter records by groups of workflow states according to theirworkflow status. Every workflow state is defined as an open state (a state with an open status) or closed state (a state with a closed status).

The Status list filter may also be used to filter records by groups of workflow states according to theirworkflow status. Every workflow state is defined as an open state (a state with an open status) or closed state (a state with a closed status).

The Status List dropdown list in the search bar displays every workflow state and status that is applicable to the work items managed in that view. In addition to workflow states, the dropdown list may display one or more parameter filters which identify groups of incidents or events based on their property definitions.

{All Open}: The {All Open} parameter returns all work items that are in an open workflow state—a workflow state defined by an open status.

{All Closed}:The {All Closed} parameter returns all work items that are in an closed workflow state—a workflow state defined by an closed status.

{All Open & Closed}:The {All Open & Closed} parameter returns all work items.

In projects that have enabled the ServiceWise Web Portal, two add it on al parameters may be displayed in the incident search bar. The{Mark as Resolved} and {Requested to Reopen} parameters identify incidents that have been tagged by employees in the Employee Web Portal.

{Mark as Resolved}: The {Mark as Resolved} parameter returns all incidents that employees have tagged as resolved.

{Requested to Reopen}:The {Requested to Reopen} parameter returns all incidents that employees have requested to be reopened.

2.3.7 Personalizing the Owner and Submitter Filters

Using controls in the User List page of the Utilities view, project team members may define which project team members are displayed in the Owner filter displayed in the incident and event view.

Figure 2-10: Login Control Page

To define user list filter preferences:

1Select the Utilities tab in the view bar.

2Click the User List command in the tree panel.

The User List page appears.

3Define user list preference:

• To display the Owner filter, select the Owner option in the Team Member Filter dropdown list.

• To display the Submitter filter, select the Submitter option in the Team Member Filter dropdown list.

4 Optional: To display inactive users in the user list filter, select the Show Inactive Users in the List check box.

5 Optional: To filter the user names displayed in the user list filter, select the Apply User List Filter check box and select one or more project team members in the Team Member list.

2.3.8 Sorting Incidents in the Windows Client

In ServiceWise, sorting is the process of arranging development incidents in an ordered sequence based on one or more incident property values.

Using the Incident Sorting dialog box, ServiceWise Windows client users may identify the columns by which incidents are sorted, define the relative priority of each sort column, and define the sort order of each column.

To sort incidents in the Windows client:

1Right-click in the incident list panel and select the Sort command in the shortcut menu.

The Incident Sorting dialog box appears.

2Select incident list columns displayed in the Incident List Columns panel.

3Click the Right arrow to add the incident list columns selected to the Sorting Columns panel.

4Select incident list columns displayed in the Sorting Columns panel.

5Click the Left arrow to add the incident list columns selected to the Incident List Columns panel.

6Click the Up and Down buttons to change the order of the list columns displayed in the Sorting Columns panel.

• The Up button moves the list columns higher up the list.

• The Down button move the list columns lower in the list.

7Click the Sort Order button to determine the sort order for each list column displayed in the Sorting list.

• Ascending order

• Descending order

8Click the OK button.

2.3.9 Sorting Incidents in the Web Client

In ServiceWise, sorting is the process of arranging development incidents in an ordered sequence based on one or more incident property values.

ServiceWise web supports two methods of sorting development incidents in the incident list panel:

• A basic sort orders incidents in ascending or descending order based on the incident property values of a single column.

• An advanced sort orders incidents sorts incidents in order based on the incident property values tracked in multiple columns. Users may identify and define the relative priority of multiple columns.

To sort incidents using basic sorting:

Web client users may sort incidents in the incident list by a single parameter—incident property. Incidents may be sorted in ascending order (A-Z or 0-9) or descending order (Z-A and 9-0).

• To sort incidents in ascending order, click a column header in the incident list panel. The incidents sorted by that column.

• To sort incidents in descending order, click a column in the incident list panel where

A sort icon indicates whether the incidents are sorted in ascending or descending order in the incident list.

The Ascending Sort icon indicates that the incidents are sorted in ascending order (A-Z or 0-9).

The Descending Sort icon indicates that the incidents are sorted in descending order (Z-A and 9-0).

2.3.10 Locating Records by ID Number or Keyword

In ServiceWise, the Go To command is simple search tool that enables project members to quickly find development incidents based on ranges of incident ID numbers or keywords in incident titles.
• Incident ID numbers: Every development incident is identified by a sequential ID number that is assigned to that record when it is submitted to the project.
• Title keywords: Every development incident is identified by a user-defined title.

Using basic punctuation marks (commas, hyphens, and asterisks) as logical operators, project members may define complex queries to locate multiple incidents based on ranges of incident ID numbers.
• Use commas to search for multiple records (for example, 3, 7, 21).
• Use hyphens to search for ranges of records (for example, 20-50)
• Use asterisks (*) as wildcard characters to search for multiple records (for example, *9).
• Use the greater than >, less than <, and equal to = characters to define dynamic ranges of incidents.
• Combine commas, hyphens, and asterisks in a single Go To search (for example, 3, 20-30, *9).

The wildcard expression may be used to distinguish different ranges of incidents:

                    4*:       All incidents beginning with the number 4
                   *4:       All incidents ending with the number 4
                   *4*:      All incidents containing the number 4

Greater than and less then characters may be used to search for dynamic ranges of incidents.

                 >50:        All incidents greater than 50.
                 <50:        All incidents less than 50.
                 >=50:      All incidents greater than or equal to 50.

To use the Go command in the Windows client:
          1Select the Go To command.
                    • In the Windows client, press CTRL + G or select the Go To command in the Edit menu.
                    • In the web client, click the Go To button in the menu bar.
                     The Go To dialog box appears.
           2Enter an incident ID number, range of ID numbers, or a keyword in the Go To edit box.
• Integers and numerical ranges are checked against incident ID numbers.
• Keywords are checked against incident titles.

3Click the OK button.

Incidents matching the criteria are displayed in the incident list panel.

2.4 Managing Incidents, Events, and Employees in the Detail Panel

In ServiceWise, a work project is a tool for organizing, managing, and tracking a dis-tinct area of work. Every project is defined by its project type and administrator-defined team structures, business rules, and workflow rules.

Every work project is represented in the ServiceWise, client by a customized graphical user interface (GUI) that provides project members with the tools that they need to manage and track incidents, events, and employees.

The client workspace organizes project data in multiple views. A view is an interface that displays and organizes data in the client workspace. Each view displays tools and controls that enable the user to process the work items managed in that view.

The ServiceWise client displays five views: the incident view, the event view, the employee view, the report view, and the knowledge view.

Incident View:        The incident view is the primary view for creating, managing, and tracking incidents in the ServiceWise client.

Event View:            The event view is the primary view for creating, managing, and tracking events in the ServiceWise client.

Employee View:    The employee view is the primary view for creating, managing, and tracking employees in the ServiceWise client.

Report View:          The report view is the primary view for creating, managing, and tracking incident, event, employee, and asset reports.

Knowledge View: The knowledge view is the primary view for creating, managing, and tracking knowledge in the work project.

In addition to the five primary views, project members may also access the Home, Utilities, and Calendar views in the ServiceWise Web client.

2.4.1 Browsing Incidents, Events, and Employees in the Detail Panel

In the ServiceWise web client, the detail bar in the detail panel enables the user to browse detailed information about the work items (incidents, events, or employees) returned by a filter or query

The detail panel displays detailed information about a single work item in multiple tabbed pages. Detail bar tools enable the user to browse through related records— work items that meet the same search conditions.

Figure 2-12: Detail Bar in ServiceWise Web Detail Panel

The Current Record dropdown list displays the ID Number and Title of the work item on display in the detail panel. To view another record in the detail panel, select a work item (incident, event, or employee) in the Current Record dropdown list.

The Record Browser displays the number of records returned by a query and enables the user to browse records by clicking the Next Record and Last Record buttons.

To view the previous work item in the detail panel, click the Last Record button.

To view the next work item in the detail panel, click the Next Record button.

2.4.2 Reloading Incidents, Events, and Employees in the Detail Panel

To reload a record, click the Reload button in the detail bar of the detail panel.

2.4.3 Saving Incidents, Events, and Employees in the Detail Panel

To save a record, click the Save button in the detail bar of the detail panel.

2.4.4 Printing Incidents, Events, and Employees in the Detail Panel

To print a record, click the Print button in the detail bar of the detail panel.

2.4.5 Personalizing the Detail Panel

In the detail panel of the incident, event, and employee views, detailed information about a single work item may be displayed in multiple tabbed pages. Using controls in the Preferences page, project team members may personalize the appearance of detail pages in the client.

The ServiceWise Web client supports two options for organizing and displaying detail pages in the detail panel: the Primary Tab and Secondary Text option and the Text Only option.

Tabs and Text Option

If the Primary Tab and Secondary Text option is selected, links to the detail pages displayed in detail panel are graphically represented as tabs in the web client.

Figure 2-13: Tabs in Incident Detail Panel

Using controls in the User Preferences page, the user may define the order in which the “tabs” are displayed in the client. Detail pages may be designated as primary or secondary.

Text Only Option

If the Text Only option is selected, links to the detail pages displayed in detail panel are displayed as text in the web client.

Figure 2-14: Text Links in Incident Detail Panel

To personalize the detail panel:

1Click the Preferences button in the detail bar of the detail panel.

The User Preferences page appears.

2Designate detail pages as primary and secondary.

The links to detail pages are displayed in two rows within the detail tab bar. Primary detail pages are displayed in the first row. Secondary detail pages are displayed in the second row.

• To define a detail page as primary, select the detail page in the Secondary list and click the Right Arrow button.

• To define a detail page as secondary, select the detail page in the Primary list and click the Left Arrow button.

3 Optional: Define the display order of primary and secondary detail pages:

• To move a detail page to the left of a row, select the detail page in the list and click the Up Arrow button.

• To move a detail page to the right of a row, select the detail page in the list and click the Down Arrow button.

4Choose an option for representing the links to detail pages in the detail tab bar.

• To graphically represent primary detail pages as tabs and secondary detail pages as text links, select the Primary Tab and Secondary Text option button.

• To represent both primary and secondary detail pages as text links, select the Text Only option button.

5Click the Submit button.

2.5 Working in the ServiceWise Windows Client

2.5.1 Using Keyboard Shortcuts

Please input description.

Chapter 3 Employee Management

3.1 Managing Employees in TechExcel ServiceWise

TechExcel ServiceWise brings people, data, and process management together so that internal employee support organizations may track employee interests and needs, improve communication between the business and its employees, and deliver higher quality services.
All ServiceWise work projects share a common employee base project. An employee base project enables project teams to manage a common database of employees. Not every employee may be managed in every work project—employee accounts stored in the base project must be linked to each work project.

3.2 Managing Employees in the Employee List Panel

The employee list panel displays high-level information about multiple employee accounts in a tabular format. Each row in the employee list panel represents an individual employee account. Each column displays a key employee property.
Figure 3-1: Employee List in the ServiceWise Web Client
Project members may personalize the employee list panel to display many different employee properties and as many or as few columns as are needed. Common employee properties displayed in the employee list panel include the employee ID, employee name, and the employee phone numbers.
The Employee list is a tool for identifying employees that share properties in common. Project members may use tools in the Search bar to determine which employees are displayed in the employee list based on employee properties.
Employee Filtering:Employee filtering controls enable project members to display employees based on their name or employee type values.
Employee Sorting:Employee sorting enables project members to sort the employees displayed in the Employee list based on a single employee property.
Employee Searching:Employee searching displays employees based on one or more custom search parameters. Project members may define queries based on any employee property.
Once an employee or set of employees has been located in the employee list panel, the project member may click on an employee record to view and manage employee details in the employee detail panel.

3.2.1 Defining Custom Employee List Views

Project members may use the employee list filters displayed in the View dropdown list of the Search bar in the employee view, to determine which employee property values are displayed in the employee list panel and to filter the employees displayed in the list by user-defined search criteria.
All employee list filters are user-defined. Project members may create multiple public and private employee filters in the Utilities view.
Figure 3-2: Employee List View Page in the Utilities View
Every employee list filter is either a public filter or a private filter.
Public filters are available to all project members
Private filters are only available to a limited number of project members based on their account type.
To define employee list filters:
1Select the Employee List View page in the Utilities view.
2Click the Add New button.
3Define a unique and descriptive title for the employee list filter in the Name control.
4Add or remove columns to the employee list panel.
To add columns, select an employee property in the Data Fields list and click the Right arrow.
To delete columns, select an employee property in the View Columns list and click the Left arrow.
5Select a predefined query in the Query dropdown list.
The Query dropdown list displays the public queries defined in the project, the{Current Query} system variable option, and the {No Query} option.
Project members may create public and private queries using the Advanced Search controls.
6Define the display order of the filter in the Display Order edit box control.
7To enable project members to make changes to the employee list filter, select the Enable Personalization check box.
8Select an employee list filter option from the Type dropdown list.
9Project members may create two types of employee list filters:
Public and available to all account types
Public and available to selected account types
10 Optional: If the Public and Available to Selected Account Types option is selected, define the account types that may access the employee list filter in the Available for Account Types check box controls.
The Available for Account Types areas displays the account types created in the current project.
11Click the Submit button.

3.2.2 Filtering Employees by Predefined Query

Project members may filter the employees displayed in the employee list panel using predefined public or private queries.
To filter the employees displayed in the employee list panel by a predefined query, select an option from the Query dropdown list in the Search bar of the employee view.
The Query dropdown list displays all of the public and private queries that are available to the project members. Queries are predefined sets of search criteria that are saved in the ServiceWise system.

3.3 Managing Employees

3.3.1 Creating New Employees

Project members may define key employee account properties, designate support members as the primary support engineers for the employees, and assign support team members to employee accounts whenever they create new employee accounts.
Figure 3-4: New Employee Page
The New Employee page is divided into four basic areas: the Address, Location, Team, and Login Info areas:
Address:The Address area enables project members to define the employee name and employee information.
Location:The Location area is used to assign Location and Company Hierarchy information.
Team:The Team area enables project members to define which system team groups and project members are responsible for managing the employee. If the administrator has defined auto-assignment rules, project members may opt to automatically assign employees to teams and project members based on those rules.
Login:The Login area enables project members to create and define employee email and password.
ServiceWise pages and data-entry controls may be renamed and customized by project administrators in the ServiceWise Admin client. The names used in this chapter are the default names given to the pages and controls.
To create a new employee:
1 Select the New Employee link in the Action bar.
The New Employee Page is displayed.
2 Define the name of the employee in the First Name and Last Name edit box controls.
3 Optional: To check to see if the employee already exists in the employee base project, click the Check if Employee Exists button at the bottom of the page.
Confirming that employees by the same name do not exist in the project helps to ensure that duplicate employee accounts are not erroneously created. For more information on employee addresses see “Checking if Employees Exist”.
4 Define the employee information for the employee.
Employee data may include phone numbers and cell phone numbers.
5 Select an option from the Employee Type dropdown list.
In ServiceWise, an employee type defines the privileges and access rights assigned to an employee in multiple work projects. The Employee Type dropdown list displays all of the administrator-defined employee types created in the current project.
6 Define employee location information in the Location area of the New Employee page. Employee location data defines the place of the employee in the company hierarchy.
Site :The Site dropdown list displays a list of administrator-defined sites.
Division: The Division dropdown list displays a list of administrator-defined divisions that are applicable to the selected site.
Department: The Department dropdown list displays a list of administrator-defined departments that are applicable to the selected division.
Group: The Group dropdown list displays a list of administrator-defined company hierarchy groups that are applicable to the selected system team group.
7 Identify the project members responsible for managing the employee account in the Team area of the New Employee page.
Group Assigned To: The Group Assigned To dropdown list displays all of the system team groups available to the project.
Primary Support Engineer: The Primary Support Engineer dropdown list displays support project team members that are applicable to the employee.
Secondary Support Engineer: The Secondary Support Engineer displays dropdown list displays support project team members that are applicable to the employee.
If the project administrator has defined auto-assignment rules, project members may opt to select the{Auto-Assign} option in each dropdown list control. ServiceWise auto-assignment rules assign employees to system team groups and project members based on administrator-defined rules. For more information see “Understanding Employee Team Assignment Rules”.
8 Define the employee email and password in the Login Info area of the New Employee page.
9 Click the Submit button.
The employee is added to the base project.

3.3.2 Checking if Employees Exist

To limit the chances that a project member may create a duplicate account for a employee, project members may check to see if a employee already exists in the employee base whenever they create a new employee account.
Figure 3-5: New Employee Page (Detail)
To check if a employee exists:
1Define employee properties in the New Employee page.
Project members may search by company name or phone number.
2Click the Check if Employee Exist button.
3Employee account that match the data values defined for the controls in the New Employee page are displayed at the bottom of the page.
4To select a pre-existing employee, select the check box next to the suggested employee account.

3.3.3 Understanding the Employee Change Log

The Change Log displays high-level information about the employee type of a employee in a tabular format. Every row represents a change in the employee type. Three values are displayed in the change log: the date and time of the change in employee type, the project member who made the change, and the change made to the employee.
Project members may view the history of changes made to the employee type of a employee in the Change Log area of the Employee Info page in the employee view.
Figure 3-6: Change Log in the Address Page

3.3.4 Understanding Employee Statuses

The Active Employee control designates this employee as an active employee within the company. Inactive employees cannot own or submit incidents, and cannot log into the Employee Web Portal.

3.3.5 Defining Employee Login Settings

Project members may define individual login aliases for each employee in the Employee Info page of the ServiceWise clients.
Login aliases enable employees to log into the Employee Web Portal using an alias that has been specifically created for them by a ServiceWise project member.
Employees may log into the Employee Web Portal using either an email address or a login alias. If the Support Login Alias check box in the General Setting page isnotselected, employee employees may only log into the Employee Web Portal using their email address.
The employee email address serves two purposes:
• The employee email address enables project members to communicate with the employee using ServiceWise email features.
• The employee email address controls the login information that the employee uses to access the Employee Web Portal. The employee email address and password enables the employee to log into the Employee Web Portal.

3.4 Managing Employee Support Teams

3.4.1 Understanding Employee Team Assignment Rules

TechExcel ServiceWise team assignment rules enable businesses to ensure that employees are always assigned to an appropriate system team group, primary support engineer, and secondary support engineer.
Project members may assign a system team group, a primary support engineer, and a secondary support engineer to a employee whenever they create a new employee or update an existing employee in the Team page of the employee detail panel.
Each employee is assigned a system team group, a primary support engineer, and a secondary support engineer by one of two methods: manual assignment or auto-assignment.
• Project members may manually assign a system team group, primary support engineer, and secondary support engineer to a employee by selecting an option from the dropdown lists displayed in the Team dropdown list controls. Administrator-defined assignment rules ensure that only appropriate options may be selected.
• Project members may select the{Auto-Assign} option for each of the Team dropdown lists to automatically assign employees to appropriate support engineers based on the company hierarchy.
Only one system team group, one primary support engineer, and one secondary support engineer is assigned to each employee.

3.4.2 Assigning Employees to System Team Groups

A system team group is an administrator-defined grouping of users that enables the administrator to represent internal structure of the company—for example, product divisions or geographic divisions—and to define and manage company addresses.

3.4.3 Assigning Employees to Primary Support Engineers

The Primary Support Engineer control enables project members to assign a employee to a support engineer whenever they create a new employee or update an existing employee in the Team page of the employee detail panel.
Project administrators may ensure that only support engineers that belong to the selected system team group are displayed in the Primary Support dropdown list From Assigned Group Only check box.
Administrators may choose to make this control visible or invisible in the Employee Info page.

3.5 Managing Incidents, Events, and Assets in the Employee View

Every employee is represented in TechExcel ServiceWise by an employee account that represents a collection of administrator-defined properties. All employee properties are defined, managed, and tracked by project members in the employee view of the ServiceWise client applications.
Figure 3-3: Employee View in the ServiceWise Web Client
Employee account properties include the employees name and address, employee information, and other data that enable project members to communicate with that employee and track the progress of incidents associated with that employee.
Employee data defined in the New Employee page is subsequently tracked in the Address page, Employee page, and Team page of the employee detail panel.
Address:Employee properties including the company employee information is tracked and updated in the Address page of the employee detail panel.
Team:Team properties including employee information for project members assigned to the employee is tracked and updated in the Team page of the employee detail panel.
Employee:Employee properties including the primary employee information is tracked and updated in the Employee page of the employee detail panel.

3.5.1 Managing Incidents in the Employee View

Project members may create, manage, and track the incidents associated with a particular employee in the Incident and Events tab of the employee view.
Figure 3-7: Incidents and Events Tab in Employee View
The Incidents and Events page enables for an overview style summary of all the incidents and events submitted by the employee.
Users may also create new incidents, new events, add files, take screen captures, and send emails from this view.

3.5.2 Managing Events in the Employee View

Project members may create, manage, and track the events associated with a particular employee in the Incident and Events tab of the employee view.
The Incidents and Events page enables for an overview style summary of all the incidents and events submitted by the employee.
This page also offers a quick way to manage these incidents and events, through the edit button. You can also create a new incident or event for the employee by clicking the respective buttons.

3.5.3 Managing Assets in the Employee View

Project members may create, manage, and track the assets associated with a particular employee in the Incident and Events tab of the employee view.
Figure 3-8: Incidents and Events Tab in Employee View
The Assets tab displays all of the assets that are related to the current employee and enables project members to view and manage assets associated with that employee.
The Assets page is divided into three main areas:
Asset list:The asset list area displays the assets assigned to the Employee and any asset relationships.
Asset summary:The asset summary area enables project members to manage assets associated with the current incident. Project members may create edit, assign, and manage assets
Asset detail:The asset detail area displays detailed information about the asset selected in the Asset list.

3.6 Managing Employee Quick Reports

Chapter 4 Incident Management

4.1 Understanding ServiceWise Incidents

Anincidentin ServiceWise may represent any kind of record or work item that must be managed by the support or IT team. ServiceWiseincidentsmay be used to track service requests, incidents, problems, change requests and other records. A ServiceWiseincidentis usually associated with an employee, an assets, and one or more events.

Every incident is represented by a unique incident ID, a description of the incident, an incident workflow state, a work description, and other user-defined fields. Most incident properties are fully customizable. Project administrators may define which properties comprise an “incident” on a project-by-project basis.

Incident management tasks include:

• Creating and working on incidents

• Forwarding incidents

• Closing and reopening incidents

ServiceWise incidents are generally managed in the Incident view of the ServiceWise client, but project members may create, edit, and track incidents in other views as well including the Events view and the Employee view.

Project members may define, update, and manage incident data in the ServiceWise client. The ServiceWise client GUI provides support teams with a central repository for viewing and updating all information about the incident. Project members can update incident details, add notes and note attachments, view incident history, or create links between related incidents.

Meanwhile, at any time during its life cycle, project members may communicate with employees by web conversations, automated email notifications, or personalized incident summaries by email.

4.1.1 Understanding Incident Workflow

TechExcel ServiceWise delivers a flexible workflow model that enables project administrators to replicate and enforce their support workflow in ServiceWise projects.

The graphical workflow interface enables project administrators to define workflow rules to manage incidents in the project.

Figure 4-1: ServiceWise Workflow Flowchart

Workflow rules enable project managers to define and track the flow of work between individuals and teams. A well-defined set of workflow rules enable an organization to perform tasks in an efficient and repeatable manner.

Workflow in the sample ServiceWise project is managed in eight workflow states: a opening workflow state, a closing workflow state, and six intermediary workflow states:

• The New workflow state

• The New Incident workflow state

• The Level 1 Support workflow state

• The Level 2 Support workflow state

• The In Development workflow state

• The Resolved: Closed workflow state

• The Resolved: Notify Employee workflow state

• The Closed workflow state

Administrator-defined workflow states determine the incident properties that may be edited, the project members who may own, and the actions that may be taken for incidents in each incident workflow state.

4.1.2 Understanding Incident Management Privileges

Incident privileges enable project members to create, edit, and manage incidents in TechExcel ServiceWise projects.

All privileges are granted by project administrators to account types in ServiceWise projects. Project members inherit privileges when they are assigned an account type in a project.

In ServiceWise, a privilege is a right to perform a task that is granted to project members based on their account type. Every project member is assigned an account type when they join a project. Their account type defines project member roles, responsibilities, access rights and privileges.

Project members assigned a light account type cannot own incidents and may be granted a limited set of incident management privileges.

Can Submit Incidents:The privilege enables project members to submit new incidents in ServiceWise projects.

Can Forward Own Incidents within Own Group:The privilege enables project members to forward their own incidents to any member in their team group, to their team group itself, or to a group folder owned by their team group. This privilege also allows the user to assign incidents to members of their team group at submission time. For more information regarding team groups and group folders, see their respective sections later in this chapter.

Can Assign Incidents within Own Group:The privilege enables project members to forward incidents that belong to any member in their team group to any member in their team group, to their team group itself, or to a group folder owned by their team group.

Can Forward Own Incidents to Members of all Groups:The privilege enables project members to forward their own incidents to any member in any team group, any team group itself, or to any group folder. This privilege also allows the user to assign incidents at submission time.

Can Assign Incidents to Members of all Groups:The privilege enables project members to assign or forward any incident in the current project to any member in any team group, any team group itself, or to any group folder.

Can View Incidents within Own Group:The privilege enables project members to view incidents that belong to any member in their team group, to their team group itself, or to a group folder owned by their team group.

Can View Incidents of all Groups:The privilege enables project members to view all incidents in the project.

Can Close Incidents:The privilege enables project members to close their own incidents.

Can Reopen Incidents:The privilege enables project members to reopen their own incidents.

Can Update Incidents Description:The privilege enables project members to update incident descriptions.

Can Import and Delete:The privilege enables project members to import incidents into the project as well as delete incidents from the project.

Can Define Public Query:The privilege enables project members to define queries for public use in the Incident view. Without this privilege, users can only create private queries.

Can Perform Inter-project Copy:The privilege enables project members to copy/transfer incidents from one project to another

Can Edit Linked incidents from other Projects:The privilege enables project members to make changes to linked incidents from other projects.

4.2 Submitting Incidents in the ServiceWise Clients

TechExcel ServiceWise delivers a flexible workflow model that enables project administrators to replicate and enforce their support workflow in ServiceWise projects.

The graphical workflow interface enables project administrators to define workflow rules to manage incidents in the project.

Figure 4-1: ServiceWise Workflow Flowchart

Workflow in the sample ServiceWise project is managed in eight workflow states: a opening workflow state, a closing workflow state, and six intermediary workflow states:

• The New workflow state

• The New Incident workflow state

• The Level 1 Support workflow state

• The Level 2 Support workflow state

• The In Development workflow state

• The Resolved: Closed workflow state

• The Resolved: Notify Employee workflow state

• The Closed workflow state

4.2.1 Understanding the New Incident Page

The New Incident page displays the two windows: the New Incident window and the New incident detail panel.

• The New Incident page enables project members to select an incident template for creating the incident, assign the new incident to a subproject, or associate the incident with an employee.

• The New incident detail panel enables project members to define the incident fields that should be displayed to the employees.

The data-entry controls displayed in the New Incident page and New Incident Detail page is based on administrator-defined customizations, and the access type of the project member submitting the incident.

• Project administrators may rename the data-entry controls displayed in the Create Page function page.

• Project administrators may define data-entry controls as mandatory, read only, or invisible to project members based on their account type or the incident status of an incident.

Project administrators may define multiple data-entry fields asmandatory on submission. Mandatory fields must be completed for the incident to be submitted to the project. The field labels of mandatory incidents are set in boldface type in the client.

4.2.2 Submitting New Incidents in the ServiceWise Client

Project members may submit new incidents using controls in the ServiceWise Web and Windows client applications.

To submit incidents to a ServiceWise project, project members must belong to an account type that has been granted the Can Submit incidents privilege by a project administrator. Project members that have been granted the appropriate privileges may defineincident templatesthat automatically pre-populate the data-entry controls in the Description page, Current Status page, or custom pages on incident submission. Alternatively, administrators may enable project members to define and use their own incident templates.

The data-entry controls displayed in the New Incident page and New Incident Detail page are based on administrator-defined customizations, and the access type of the project member submitting the incident.

To submit a new incident:

1Click the New Incident command in the Action bar of the ServiceWise Web client.

The New Incident page appears.

The New Incident page may enable project members to select an incident template for creating the incident, assign the new incident to a subproject, or associate the incident with a particular employee.

2 Optional: To assign the incident to a subproject, select an appropriate root subproject and child subproject in the subproject controls.

• The root subproject dropdown list enables project members to select the root subproject for the incident. A subfolder beneath the project root folder in the incident tree panel represents the root subproject.

• The Subproject dropdown list enables project members to select any subproject beneath the root subproject. The Subproject dropdown list displays all of the child subprojects of the root subproject as well all grandchild subprojects and so on.

Subprojects are an optional feature in ServiceWise projects that must be enabled and configured by a project administrator. Subprojects enable work project teams to group and manage incidents by organization, product line, or by any other criteria they choose.

3 Optional: To select an incident template, select an option from the Incident Template dropdown list.

The Incident Template dropdown list enables project members to select an appropriate template for the new incident.

4Associate the new incident with an existing or new employee.

The New Incident page displays tools that enable project members to select, search for, or create an appropriate employee account for the incident.

• The Employee dropdown list displays a list of every employee account managed in the parent base project. Project members may associate an incident with an employee by selecting an option in the Employee dropdown list.

• The Employee Quick Search control enables project members to search for existing employee accounts and associate the incident with one of those accounts.

• The Employee Search button enables project members to define detailed search parameters for identifying and associating existing employees with the new incident.

• The New Employee button enables project members to create new employee accounts and to associate the new incident with that new employee.

5Click the Continue button.

The New Incident Detail tab appears.

The New Incident Detail tab displays tools that enable project members to define basic incident properties including the title and work status of the incident.

6Define incident properties.

The data-entry controls displayed in the Create Page is based on administrator-defined customizations, and the access type of the project member submitting the incident.

The following controls are commonly displayed in the Create Page of ServiceWise projects.

• The Employee Access control enables project members to define the level of access to the incident that is granted to the employee for the new incident.

• The Title control enables project members to define the title of an incident. The Title control is generally mandatory on submission.

• The Progress Status control defines the current workflow status of the incident in project workflow. This control is generally read-only on incident submission.

• The Assigned To control enables project members to assign the incident to an applicable project member. Administrator-defined workflow rules determine which project members may own incidents based on their work status and other factors.

• The Attachment control enables project members to attach knowledge items (documents, HTML links, topics) to an incident.

Boldface controls indicate that the data-entry control is mandatory. The incident cannot be submitted unless the project member defines a value for all mandatory controls.

7Click the Submit button.

4.2.3 Searching for Employees (Employee Quick Search)incident

Project member may search for existing employee using the Employee Quick Search and Detail Search whenever they submit a new incident in the ServiceWise client applications.

Searching for employees enables businesses to avoid duplicate employee accounts.

4.2.4 Selecting Incident Templates

An incident template is a predefinedpatternfor creating incidents of a particular type in a ServiceWise project. Each incident template represents an incident of multiple predefined incident properties.

Incidents commonly share multiple properties based on the employee, product line, or other factors and an incident template may be used to represent a particular type of incident that share many common values.

Project teams may use incident template to expedite the creation of new incidents by importing incident properties from an incident template into the New Incident form. Importing incident properties from an incident template saves project members the effort of completing multiple data-entry controls in the New Incident page.

To select incident templates:

1Click the New incident button.

Project members may select an incident template whenever they create a new incident.

The New Page appears.

2Select a template from the Incident Template dropdown list.

The incident templates displayed in the Incident dropdown list depend on the project. All incident templates are defined on a project-by-project basis.

3Define employee incident properties in the New Page and click the Continue button.

The New Page appears. The New Page displays the incident properties inherited from the selected incident template.

4Update incident template properties where needed.

4.2.5 Defining Employee Incident Access on Incident Submission

Employees may view and edit the incidents associated to them in the Employee Web Portal based on administrator-defined employee access rules. Employee access rules determine which pages or data-entry controls employees may view or edit based on their access type.

Project members may grant employees access to incidents on an incident-by-incident basis in the ServiceWise client. Whenever a project member creates or updates a ServiceWise incident, the project member may change employee access to that incident.

User-defined employee access rules override the administrator-defined employee access rules granted to each employee based on their access type. For example, an administrator may define employee access rules that make incidents invisible to employees with the Temporary Employee access type. A project member may grant a specific employee to edit a specific incident by granting an employee full access to that incident.

To define employee access to the incident, select an option from the Employee Access dropdown list. The Employee Access dropdown list displays six options:

Currently Full Access:The Currently Full Access rule grants employees full access to incidents in the current incident workflow state.

Currently Read-only Access:The Currently Read-only Access rule grants employees read-only access to an incident in the current incident workflow states.

Currently No Access:The Currently No Access forbids employees from accessing an incident in all incident workflow states.

Always Full Access:The Always Full Access rule grants employees full access to incidents in all incident workflow states.

Always Read-only Access:The Always Read-only Access rule grants employees read-only access to an incident in all incident workflow states.

Always No Access:The Always No Access rule forbids employees from accessing an incident in all incident workflow states.

Project members may update employee access to an incident at any time in the Current Status page of the incident detail panel.

Note:The Employee Access dropdown list displays employee access to an incident at all times. If the Currently Read Only option is selected when an incident is in the Level 1 Support workflow state, the value displayed in the Employee Access dropdown list of the ServiceWise client displays a value that represents the administrator-defined employee access rule for the employee as soon as the incident is changed to another incident workflow state.

4.2.6 Assigning Incidents to Project Members on Incident Submission

The Assigned To control enables project members to assign new incidents to an applicable project member. Administrator-defined workflow rules determine which project members may own incidents based on incident workflow states and other factors.

4.2.7 Adding Attachments to Incidents on Submission

Project members may attach files to new incidents whenever they submit an incident in the ServiceWise client application.

The New Incident Detail page enables project members to define basic incident properties, define employee access to incidents, and attach files to incidents.

Note:Project administrators may restrict the type of files that may be uploaded to the ServiceWise knowledge base in the ServiceWise Admin client. If a project member attempts to upload a forbidden file type (for example, an EXE file), a warning message is displayed.

To attach files to incidents on submission:

1Click the Browse button in the New Incident Detail page.

A file browser appears.

2Locate the file and click the Open button.

The file browser closes. The path to the attached document is displayed in the Attachment control.

4.2.8 Submitting Incidents by Email

Project members and employees may submit new incidents to ServiceWise projects and define incident property values by sending email conforming to a specific format to an administrator-defined email address.

• The subject line of the email automatically defines the title of the new incident.

• The body of the email may be used to provide a brief description of the incident and to define multiple incident property fields.

• Email file attachments are converted to incident attachments.

Employees may create email messages that create new incidents and define multiple incident property fields by using markup tags to identify incident fields in the body of the email. To define multiple fields by incident email submission, the body of the email must be divided into two sections using the[Incident Properties] and [Description] tags.

• The [Incident Properties] tag identifies the beginning of the incident property definitions. Employees may define appropriate values for each incident property. The employee-defined field names and values must match the incident property aliases and applicable field values for the mapped field represented by the field alias.

• The [Description] tag identifies the beginning of the incident description. Text in this section of the email populates the Incident Description field.

Both the [Incident Properties] tag and the[Description] tag must be included in the body of the email for ServiceWise to properly parse the email and populate the new incident fields. If tags are not in the body of the email, ServiceWise populates the incident title with the email subject and the incident description with the email body.

An incident auto-submission email must follow the following format: In the [Incident Properties] section, the ServiceWise field name is on the left, followed by an equals sign and the value to assign to that field. Administrators can only associate values that already exist for each field, even if the field type is an auto-grow combo box.

[Incident Properties]

4.2.9 Understanding User Identity Authentication

User authentication enables development teams to ensure that key transition and state changes to incidents and events are approved in ServiceWise projects.

Development teams may wish to restrict certain incident or event changes to certain project members. ServiceWise account types and workflow rules are designed to ensure that only project members with the appropriate privileges may make changes in projects.

User identity authentication enables development teams to add an addition level of security to their projects by requiring that project members verify their identity before they may update incidents or events in specific workflow states.

• Identity authentication on incident state or transition changes: incident authentication rules may require that project members enter their password before an incident can be updated based on transitions or state changes identified by the administrator.

• Identity authentication on event state or transition changes: Event authentications rules may require that project members enter their password before an event can be updated based on event templates and event states identified by the administrator.

Once enabled and defined, user authentication rules ensure that no changes may be made unless the user confirms their identity by entering their password.

Project members are prompted to enter their password whenever they attempt to update an incident or event covered by an authentication rule.

Table 4-1: Authentication Dialog Box

All identity authentications are recorded and tracked in the History page in the ServiceWise incident detail panel. All identity authentications are tracked in the ServiceWise projects, enabling administrators to identity unauthorized or fraudulent changes.

4.3 Forwarding Incidents