Configure an SM application prior to generation

Configure an application to your organization's needs before it's generated.

  1. Navigate to System Applications > Applications.
  2. Click New.
  3. Next to Start from a template, click Create.
    Create an Application from a Template
  4. Enter a unique Application name for this application. The application name can be a maximum of 20 characters. Only letters, digits, spaces, and underscores (_) are valid.
    If you enter the name of an existing application, you will be asked to select a different name.
  5. The Application scope field determines where an application runs and what resources from other applications it can access. It defaults to an x prefix that identifies this as a custom application, an optional instance vendor prefix that identifies your company, followed by the application name. You can accept the default or change it, if needed.
  6. Click Configure in the section that identifies the type of application you want to create. The default configuration settings for the specified application type appear.
  7. Fill in the Application Settings fields.
    Table 1. Application settings fields
    Field Description Configuration Defaults by Type
    Request number prefix The prefix applied to all request numbers created using your application. This field defaults to a prefix based on the application name, followed by an R for request. For example, if your application name is Legal Matters, the request number prefix will be LMR. If you have another application that already uses this prefix, you must change it. This prefix will be applied to all request numbers created using your application. All types
    Task number prefix The prefix applied to all task numbers created using your application. This field defaults to a prefix based on the application name, followed by a T for task. For example, if your application name is Legal Matters, the request number prefix will be LMT. If you have another application that already uses this prefix for tasks, you must change it. This prefix will be applied to all task numbers created using your application. All types
    User role prefix The prefix applied to all user roles defined for the application. This field defaults to the application name. If you have another application that already uses this prefix for user roles, you must change it. All types
    Create CMS pages Creates an icon for your application to be added to the Shared Service CMS Portal. This switch appears only if you have first activated the CMS User Interface - Service Management Core plugin. If you do not activate the plugin, the switch will not be displayed and the icon for your application will not appear on the CMS portal. All types
    The remaining options on the configuration screen are arranged in a multiple-tabbed layout, as follows:
    • The Business process tab contains options for setting up the request lifecycle, creating catalogs and requests, and configuring notifications.
    • The Assignment tab contains options for setting up manual and auto-assignment.
    • The Add-ons tab contains options for enabling the knowledge base, managed documents, and task activities.
  8. Fill in the fields on the Business process tab.
    Note: The Configuration screen contains many configuration options. An option is enabled when the switch appears green and is toggled to the right. All configuration options listed in the Dependency must be enabled in order for the option to be displayed.
    Table 2. Configuration screen - Business Process
    Field Description Dependency
    Lifecycle
    Enable state flows Enable state flows consistent with all service management applications.

    If you prefer to create your own state flows using business rules, client scripts, and UI actions, disable the option. A confirmation box displays and includes a link to a help article that describes the implications of disabling state flows. It is highly recommended that you read the article before proceeding.

    If you disable state flows and save, this configuration option is removed from the screen and state flows cannot be re-enabled from the user interface.

    Process life cycle Select request driven (subtasks are optional) if you do not want to require tasks to fulfill requests. When the request life cycle is request driven, requests can be directly assigned to users in an assignment group. Users can still add tasks to requests. However, closing all tasks does not automatically close the request.
    Note: If the Enable state flows option is not selected, the process life cycle becomes request-driven and this field is not displayed.
    • Enable state flows is turned on.
    Assignment method for requests Select the method for assigning requests:
    • using auto-assignment: Requests are automatically assigned.
    • using a workflow: User is prompted to select the workflow for assignment.
    • manually: Manually assign requests.
      Note: If the Enable state flows option is not selected, the assignment method defaults to manually and this field is not displayed.
    • Enable state flows is turned on.
    • Process life cycle: request driven (subtasks are optional)
    Note: The Process life cycle option is not available in all service management applications.
    Use this workflow to assign requests Select the workflow for dispatching requests.
    • Enable state flows is turned on.
    • Process life cycle: request driven (subtasks are optional)
    • Assignment method for requests
    Note: The Process life cycle option is not available in all service management applications.
    Approval for new request required When disabled, all requests in the Awaiting Approval state are automatically approved.
    • Enable state flows is turned on.
    Use this workflow for approvals Select the approval workflow for requests.
    An approver must provide one of the following approval responses before requests can move to the next state:
    • Approved
    • Rejected
    • More information required
    • Duplicate
    Note: If you do not select a workflow, the default workflow, Approval Workflow for SM, is used. This workflow requests an approval from all users with the wm_approver_user role.
    • Enable state flows is turned on.
    • Approval is required for new requests
    Assignment method for tasks Select the method for assigning tasks:
    • using auto-assignment: Tasks are automatically assigned.
    • using a workflow: User is prompted to select the workflow for assignment.
    • manually: Manually assign tasks.
    Note: If the Enable state flows option is not selected, the assignment method defaults to manually and this field is not displayed.
    • Enable state flows is turned on.
    Use this workflow to assign tasks Select the workflow for assigning tasks.
    • Enable state flows is turned on.
    • Assignment method for tasks
    Agent must accept or reject the assigned task Enable to require the assigned agent to accept or reject the task.
    • Enable state flows is turned on.
    Copy task work notes to request Enable to synchronize task work notes with the work notes on the order or request. When work notes are added in the task, the same work notes appear in the order or request.
    • Enable state flows is turned on.
    Catalog and Request Creation
    Create or update requests by inbound email. Enable this option to allow inbound email messages to create or update requests. This option must be enabled to allow requests to be marked as spam.
    Requests are created using Select catalog or regular form to install the catalog and enable automatic publishing of request templates to the catalog.

    Select regular form only to uninstall the catalog and disable automatic publishing of request templates to the catalog.

    Templates create a dedicated catalog item Enable this option to allow automatic publishing of catalog items for the application.
    Notification
    Send a notification when a field changes for a task or request. Configure notifications to be sent to specific recipients when selected fields in requests and/or tasks change.
    1. From Table, select Request or Task.
    2. From Field, select the field to use for generating notifications. When a change is made to the selected field, a notification is sent to the recipients identified.
    3. From Recipients, select one or more recipients
    4. If a specific user or a specific group, is selected, the user is prompted to select a user or group.
    5. To define more notifications using other fields or recipients, repeat the steps on the next line.
    6. To remove a notification, click the delete notification symbol symbol to the right of the notification.
  9. Click the Assignment tab and fill in the fields.
    Table 3. Configuration screen - Assignment tab
    Field Description Dependency
    Manual Assignment
    Assign requests or tasks based on assignment group coverage areas Enable this option to limit the selection of groups from the Dispatch group and Assignment group fields to groups that cover the location of the task.
    Use dispatch queue Enable this option to use the dispatch group for manual assignment.
    • Enable state flows is turned on.
    • Process life cycle: Life cycle is task driven
    Auto-Assignment - Scheduling
    Auto-selection of agents will consider agent or task schedules Enable this option to allow auto-assignment to use the schedules of the agents or tasks to determine who can be assigned to each task.

    Also, the Estimated work duration field is not mandatory when this configuration option is disabled.

    • Enable state flows is turned on.
    • Process life cycle: Life cycle is task driven
    Note: The Process life cycle option is not available in all service management applications.
    Auto-selection of agents will consider time zone for tasks Enable this option to consider the time zone of the agent when assigning a task.
    • Enable state flows is turned on.
    Enable priority assignment Enable this option to use priority assignment for auto-assigning agents.
    • Enable state flows is turned on.
    • Process life cycle: Life cycle is task driven
    • Auto-selection of agents will consider agent or task schedules
    Note: The Process life cycle option is not available in all service management applications.
    Use this priority list for priority assignment Select priorities for assignment.
    • Enable state flows is turned on.
    • Process life cycle: Life cycle is task driven
    • Auto-selection of agents will consider agent or task schedules
    • Auto-selection of agents will follow the sun for tasks
    Note: The Process life cycle option is not available in all service management applications.
    Auto-Assignment - Additional Factors
    Auto-selection of agents will consider location of agents Enable this option to use the agent and location when determining who to assign the task to. Agents closer to the task location receive preference.
    • Enable state flows is turned on.
    • If using Process life cycle: Life cycle is task driven, then
      • Assignment method for tasks: using auto-assignment
    • If using Process life cycle: Life cycle is request driven, then
      • Assignment method for requests: using auto-assignment
    Auto-selection of agents for tasks requires them to have skills This option determines the degree to which skills must be matched to a task when determining auto-assignment.
    • Select all to require that an assigned agent has all the skills to perform the task. An agent who lacks one skill is eliminated.
    • Select some if you want agents who have most of the skills to perform the task.
    • Select none if you want to auto-assign agents without considering skills.
    • Enable state flows is turned on.
    • If using Process life cycle: Life cycle is task driven, then
      • Assignment method for tasks: using auto-assignment
    • If using Process life cycle: Life cycle is request driven, then
      • Assignment method for requests: using auto-assignment
    Auto-selection will attempt to assign the same agent to all tasks in a request Enable this option to auto-assign all tasks for a request to the same agent.
    • Enable state flows is turned on.
    • If using Process life cycle: Life cycle is task driven, then
      • Assignment method for tasks: using auto-assignment
    • If using Process life cycle: Life cycle is request driven, then
      • Assignment method for requests: using auto-assignment
  10. Click the Assignment tab and fill in the fields.
    Table 4. Configuration screen - Add-ons tab
    Field Description Dependency
    Documentation
    Enable a dedicated knowledge base Enable this option to install the knowledge base for the application.
    Enable managed documents Enable this option to add a related list to managed documents.
    Enable task activities Enable this option to log the task interactions and communications, such as phone calls and email messages.
    Maps
    Enable maps Enable this option to use maps.
  11. When you are done configuring the application, click Create.
    A confirmation box opens and displays your settings.
  12. Click OK.
  13. Click View App.
    Figure 1. Custom Application
    Generated application