If your workflow is like most, you will more than likely have the necessity to ask questions at some point in the process.    Service Manager can make stopping a save process by interjecting user interaction a difficult process.

Since ServiceCenter 6.0 and the introduction of Service Manager, Javascript has been a great tool used to perform more complicated parts of system workflow and validations.  However, Javascript does still have some drawbacks.  Not all Javascript commands are available for use within Javascript.    Even though you may be able to write valid Javascript to call an interactive functions and/or RAD applications in Service Manager,  any interactive calls are likely to crash your Service Manager client application.  Because of this limitation, Javascript cannot be used to solicit user information in the validations on the format control.

There are many solutions to this.  Each solution has a number of pros and cons associated with it.  The key with any of the solutions is to intercept the save process prior to entering the normal processing.

Part I:  Surveying the Solutions

Create a Wizard

If your process requires more than a single piece of information collected from your user, or your process has information that needs to be presented with visual formatting, creating a wizard may be the best alternative.  Wizards may have one or more screens as well as a series of screens and information presented to the user.  Additionally, wizards have the capability to perform branching, requesting dynamic content and even presenting process around cancelling from a wizard.

Create Wizard HP SM (click for full size)

The screen shot above illustrates a set of out of the box wizards that can be used when a user rejects a change.  Wizards may view information from one or more files, run embedded code, Javascript and call formatctrl.  Wizards offer a great amount of flexibility for complex solutions.  However, this may not be the best choice for simpler needs.

Out Of Box RAD Applications

Service Manager features a number of RAD applications that can request information from a user and return that data to the application.

Each application has subtle differences in the functionality and returned data or values.  For our example, we are going to use the RAD application, object.yes.no to pose a question with a Yes or No reply to the user.

The object.yes.no takes several parameters:

• The first is the text parameter.  Text contains the data or prompt to be presented to the user.
• The boolean1 value identifies whether the cancel button will be available as an option.  Acceptable values for this are true or false.
• The prompt parameter contains the name of a Service Manager variable that will hold the response coming from this call.

RAD Object Yes/No (Click for full size)

The example above is being called from a Process record.  Object.yes.no will only be called if there is data to be presented to the user, which is contained in the Service Manager variable $question.  Since boolean1 is false, cancelling from this function is not an option.  Lastly, the users response will be returned from object.yes.no through the Service Manager variable $returncode.

Place a Temporary Field on the Form

In some situations where screen real estate is not an issue and where you do not want to annoy the user with extra screen pops every time they perform an action, a field can be placed on the form that can initiate additional code at save time or can even stop or abort the process.

Several examples are illustrated below.

Notify Owner can initiate notification processing when the ticket is saved.  The value behind the field can be a stored value in the database or can be provided as an interim transient value that disappears every time it is used.

Fields presented on tickets may have DEFAULT values, be required entry or may indicate optional workflow.  This field, when selected, would perform the additional workflow needed to complete and close the ticket.

Which Solution is best?

Each one of these solutions is equally valid and useful.  Which solution is best for your particular situation depends on your specific design and process needs.  Some things to think about when selecting a solution:

• Do you want to prevent the user from taking an action until data is collected?
• Do you want to respond to a users action?
• Do you want to perform additional processing when an action is selected?

Part II:  Where to Implement

Now that our process has directed us to one or more solutions, where does the solution get implemented in Service Manager to cause the least amount of disruption to the existing system?   Because of the interactive nature of  the data being requested, none of the calls below may be made through Javascript.   Some of the solutions below may be combined to implement the best solution.

Format Control

If the solution requires a response before an action is taken (add, update, close) and the solution utilizes values on the form, format control may be the best location.  Format Control can perform calculations on values, perform validation on a value or require additional validations dependent on data in other fields.

Format Control does not work well as a vehicle to conditionally prompt the user and alter workflow in the save process based on the user’s response.

Process

Service Manager Process records offer an excellent place to call conditional workflow.  A Process may execute its own expressions and Javascript and may call one or more RAD applications in a single Process.  These records offer excellent methods of gathering information and acting on the answers.  Processes may call RAD applications (object.yes.no) and/or may call wizards to perform additional processing.

Additionally, Processes may call other Processes and be linked together as required.  Inserting a line into the beginning or the middle of an existing process may prove irritating.  There is no insert command so each set of information below the insertion point would need to be moved by hand.  Or, the new Process may be added as an additional record that calls the existing one.  Be forewarned.  If you choose to place your Process in front of another process, all calls to the original process will also need to be adjusted and changed.

Another option for implementing as a Process is to implement the call to your Process as a callout from your displayoption.  Read on for how to deploy a Process via a Displayoption.

DisplayOption

Display Options are invoked when a user presses a button or other type of event in Service Manager (eg: save).  The display option may be self-contained or in turn execute a display action that invokes a Process.  However, the display option may also call a single RAD application to perform some processing prior to execution of outside instructions.  The result of any expressions or code executed as part of the display option may be used to alter the display action that is executed.

Display options may call any RAD application so it is also perfectly valid to invoke a wizard or interactive message box RAD application from here as well.  The screen below illustrates the calling of a process from within a display option.

Change Display Option (click for full size)

The example above shows a Change Display option that is calling a Process (my.message.functions) to request user interaction.  Once the Process is complete, control will be passed back to this display option.  If all has gone well, the intent it to execute the “save” display action in the upper right corner.

Save Display Option (click for full size)

On the post expressions tab, the variable $returncode that was set in our process is being checked.  If the user answered yes, the save is aborted by modifying our display action.

Putting It All Together

Now you have seen how different solutions and implementations may be used to assist in the deployment of interactivity in Service Manager.  A solution may not offer the desired results in every situation so it is beneficial to know multiple ways to deploy eloquent solutions.

StrataCom has a new recorded demonstrattion of HP Service Manager 7.1.  Have you…

• Been wondering what is new in HP Service Manager 7.1?
• Been thinking of upgrading/re-implementing but you want to see SM7 first?
• Have you been wanting to see a demonstration but not deal with a scheduled call?

All you have to do to watch the video is go to our Gotomeeting site, supply your name/email, and you can watch it at your leisure.

(You may have to install the codec too – it’s linked on that page).

Thanks – and enjoy!

Service Manager 7.1 is the latest release of the ServiceCenter line.  Both internally and externally, there are many structural changes in Service Manager.  If you have previously been on ServiceCenter and used its’ proprietary P4 database, the P4 database does not exist in any form on Service Manager.

The choice and the decision to re-implement reside with the business.  However, there may be factors that will sway an organization from one side to the other.

Choosing the Path Right for You

Look at the age of your original implementation. 

Has your application been repeatedly ported from one version of ServiceCenter to another and now you are finally looking at Service Manager?  If your organization is upgrading to Service Manager from a version older than ServiceCenter 6.x, there may be huge benefits to gain from a re-implementation.  With each release, the base implementation is improved and continually aligned with ITIL.  There are also many backend infrastructural improvements that occur from release to release.

Look at the business processes that support your implementation. 

While those processes may have been first class when you first implemented your Service Management solution, do they still support your organization as desired?  Have you gone through and re-designed your processes to align them within the ITIL framework?  Has your tool taken over driving your business processes because the implementation is too complex?  Does your solution support the entire enterprise or just one portion of the users within your organization?

If you answered “No” to any of these questions, your organization would benefit from a structural re-alignment of the business, business processes and the tool.

Now what?

 The first step is to document your business processes.  Determine the required inputs and outputs of each step, required controls and the data collection necessary to support those processes.  These business process realignments do not require access to a Service Management solution.  (It’s a good idea to review and align those processes with ITIL recommendations as well.)

After you have documented the business process, the next step is to overlay that process over the out of box modules.  Is there a significant amount of common ground?  Or, are there significant differences?

What are the benefits of re-implementing?

Many times, there are efficiencies that can be gained from moving to a newer out-of-box image of the application and building custom extensions onto that image.  You gain the full benefit of the newer code, a clean system, and a well implemented system.  If your system is very old, chances are that there are newer, better ways to implement some of the existing functionality.  Also, there is probably existing code that is no longer utilized and is still in the system. 

By re-implementing, you also have an opportunity to re-use existing out of the box fields and processes that can help support your business.  You may be able to simplify some confusing and complex portions of your system and make them more user-friendly as well.

Are there any challenges to re-implementing?

A re-implementation is not without some pain.  There are changes that the organization has to feel.  There are changes in training and implementation.  If you need to bring over existing data, there is an effort involved in that process.  What results from that effort though is a clean, streamlined system that supports your organization and your business processes and that is built on a new, stronger framework.

What about a migration?

Likewise, if you do wish to migrate your system as-is, there are efforts with that as well.  The underlying framework (applications) changes with each release.  There is a good likelihood that something that worked in a prior release may or may not work the same way in the new release. 

Depending on your customizations, you may not gain the full benefit of some out of box extensions that have been coded to make your life easier.  Due to changes in the way that forms are displayed, you may have to make significant changes to your existing forms in order to implement them successfully.    There are fewer training and reporting efforts by migrating.  Be aware that a migration effort may not be as simple as upgrading a few applications and pushing a button.  

Considering your Options

Whether you decide to re-implement or to migrate your application to Service Manager, there is no better time than now to take a look at the best and worst parts of your system and your business processes.  Be honest.  Re-evaluate each piece.  Document what works and what doesn’t.  Look at what is provided out of box.  While an out of box application is not designed to be a single solution for all organizations, look at the out of box fields and examine how you could make some of those fields work for you. 

~Kim Euker, StrataCom

For a free consultation regarding a migration to or implementation of Service Manager, please contact Laura Walker at StrataCom, a Hewlett Packard partner organization focused solely on the Service Manager user community.

Laura Walker

Director of Business Development

701.232.5697 ext 27   lwalker@stratacominc.com