Elements in a generated SM application

Standard elements are created when you generate an application using the SM application designer.

Table 1. Service management elements
Element Description
Tables and form layouts
Request and supporting task tables
  • Requests and supporting tasks are given auto-generated number prefixes and use default form layouts.
  • Request tables are extended from the service order, and tasks are extended from the service task.
    Main table structure
Note: Auditing is turned on for both the request and supporting task tables.
State flow tables
Visual subway bar
  • State process flows provide a visual subway bar to identify the request's or task's current state. Completed tasks appear in green.
  • State flows are associated with UI actions and business rules.
  • The states that display depend on your settings on the application's Configuration screen. For example, if you set the Approval slider to OFF, the states relating to approval are not displayed in the process flow formatter, and the request moves to the next state.
Note: The workflow identified in the subway bar represents the default approval workflow. If needed, administrators can create and use their own approval workflows.
Request and task template tables
  • Templates for common requests and tasks, including model categories.
  • Template tables are extended from the product model.

    Template table structure
Roles The following roles are copied from service management and prefixed with the name of the service management application.
  • admin
  • basic
  • initiator
  • qualifier
  • dispatcher
  • agent
  • approver
Request and supporting task model categories Sets cmdb_model_category field default in all request and supporting task templates.
Properties
  • Properties categories are copied from facilities management and facilities management geolocation, and prefixed with the name of the service management application.
  • For a list of properties, see Properties in a generated SM application.
Properties categories
  • Properties categories are copied from facilities management and facilities management geolocation, and prefixed with the name of the service management application.
  • For a list of properties categories, see Property categories in a generated SM application.
Access control lists Access control lists are copied from service management and prefixed with the name of the service management application.
Service catalog
  • If Catalog item on is set to true, any new request template will automatically be associated with a new service catalog item in the default category.
The service catalog contains default categories. If no name is provided, this field defaults to a variation of the name of the service management application.
Knowledge base The knowledge base is prefixed with the name of the service management application.
Templates Templates are created within the product catalog menu.
Navigation menus Application menus and modules are created.
Service Management CMS application An icon and text description is added to the CMS site.

Additional Modules for SM Applications

Depending on the logged-in user's role and configuration settings in the application designer, certain other modules may be displayed in SM applications.

  • If the logged-in user has the approver role, and the Approval is required for new requests option is set, the SM application menu will contain My Approvals.
  • If the logged-in user has the qualifier role, and the Qualification is required for new requests option is set, the SM application menu will contain Awaiting Qualification.
  • If the logged-in user has the dispatcher role, and the Tasks are dispatched via auto-assignment option is set, the SM application menu will contain My Dispatch Queue.