01 I P My View V1.0

Copyright itsm IP 2009

myView

User Guide

myView

Document Version: 1.0 itsm IP Pty Ltd– Confidential Page 2 of 35

Table of Contents

1 Introduction ............................................................................................................. 4

2 Launching myView ................................................................................................. 5

2.1 myView client Launch ...................................................................................... 5

2.2 Preferences ....................................................................................................... 7

3 Views ........................................................................................................................ 9

3.1 Generate System Views ................................................................................... 9

3.1.1 Sharing views ................................................................................................. 10

3.2 Creating a view ................................................................................................ 11

3.3 Modify view attributes .................................................................................... 14

3.4 Modify view conditions ................................................................................... 14

3.5 How to create a chart ...................................................................................... 15

4 Accessing Service Manager Web Interface ........................................................ 18

4.1 How to open a record? ................................................................................... 18

4.2 How to access CA Service Manager Home page? ....................................... 19

4.3 How to create a new call? .............................................................................. 20

4.4 How to use a Quick Call template? ............................................................... 21

5 Printing .................................................................................................................. 22

5.1 How to print selected records to a template? .............................................. 22

5.2 Creating a print template ................................................................................ 24

5.3 How to print a table ......................................................................................... 25

5.4 How to print a chart ........................................................................................ 26

6 Maintaining Data ................................................................................................... 28

6.1 How to export data? ....................................................................................... 28

6.1.1 GUI export ...................................................................................................... 28

6.1.2 Command line export ..................................................................................... 29

6.2 How to import Data? ....................................................................................... 29

6.2.1 Import CSV format ......................................................................................... 30

6.2.1.1 Comment Column Headings .................................................................... 30

6.2.1.2 Blank values ............................................................................................. 30

6.2.1.3 References to Linked Tables ................................................................... 30

6.2.1.4 Key Columns ............................................................................................ 30

6.2.2 Import using the GUI upload .......................................................................... 31

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6.2.3 Command line import ..................................................................................... 32

6.3 Updating selected records ............................................................................. 33

7 Browsers ............................................................................................................... 35

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1 Introduction

Welcome to myView – a comprehensive product to make the most of your CA Service Manager. myView is aimed at team leaders, analysts and users who need capabilities to • Create, customise and share views with team members on specific areas that they need

to work on.

• To generate effective presentation of their jobs.

• Update any field on multiple jobs.

• Export list of jobs to CSV file.

• Export selected jobs to templates such as HTML, XML, Text and Rich Text Format.

• Easily import data from CSV files.

• To log calls with ease by using the existing CA Service Manager template.

• Automate the migration and maintenance of data.

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2 Launching myView

2.1 myView client Launch

myView is delivered through Java WebStart technology. To launch myView, click on the Launch icon on your Service Desk Now! home page. This is shown in the following screen shots.

The Java WebStart window will open to download myView. If necessary, select run from the security dialog

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The myView Login window opens – enter your user name, password and host to log in. The user information entered for the first time, will be saved for the subsequent sessions.

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2.2 Preferences

Once logged in, you can access the myView preferences by selecting Select File->Preferences. The preferences dialog is then displayed (see the following figure). Your preferences are saved to an XML file in <USER_HOME>/myView.

Table 1 myView preferences Field Definition

View Directory This is the directory where all of your views are stored. By default this is <USER_HOME>/myView/views. However, teams may have a shared drive for storing common views.

Print Template Directory This is the directory where your templates for printing records are stored. By default this is <USER_HOME>/myView. However, teams may have a shared drive for common templates.

Refresh Interval This is the time in minutes between the automatic refresh of table data. A value of 0 means no automatic refresh.

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Field Definition

User Name Your user name to log in to CA Service Manager. Changes to this do not take effect until you log back in.

Host The CA Service Manager host. Changes to this do not take effect until you log back in.

Port The CA Service Manager Web Services port number (default is 8080). Changes to this do not take effect until you log back in.

Protocol The protocol used to communicate with CA Service Manager Web Services. Default is http. Changes to this do not take effect until you log back in.

Log Level The level of debug logging. 0 means no debug logging.

Row Limit The number of rows that can be returned from a query before the user prompt to truncate or load all is displayed. Large values can impact on performance.

Even/Odd row colours Row colouring

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3 Views

3.1 Generate System Views

When you run myView for the first time, you probably won’t have any views on your computer. If you don’t have any shared views, you can download the system views on your computer. These views are stored in the directory specified in section 2.2 Preferences.

Select View->Generate System Views. Note that this may take some time and you will probably be prompted to Load All of the views.

When you log back in, all views are available in the left hand side Views tab. Double click on the View tab to load the views.

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3.1.1 Sharing views

The views are stored as xml files. You can delete views that you don't need. The views can also be copied to a shared directory.

In myView Preferences, the default view directory is specified. By default, this is the user’s home directory, but this can be set to a shared drive. This then allows the views to be shared between team members.

Note that it may be a better idea to have the team members copy the views to their own local directory, so that they can individualise their views, without impacting on other team members.

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Figure 1 Example file listing of view files.

3.2 Creating a view

To create a new view, follow the steps given below:

1. Select File->New View

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2. Select the table that you want to create the view for.

3. Create a file to save the view in. Note that you need to include the .xml extension.

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4. Select the attributes that you want to have in your view. Note that any attribute on the record and the attributes on related

1 records can be selected by expanding

the attribute tree. This can be expanded to any number of levels.

5. Select View->Modify View Condition to add filters to your view.

1 The records must share a 1 to 1 or 1 to many relationship, i.e., many to many relationships cannot be displayed. As an

example, in an activity log view, the call request information can be displayed, however, in a call request view, activity log cannot be displayed as there may be many activity logs entries for the one call request.

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6. Add the conditions

7. Save your view

3.3 Modify view attributes

To modify the view attributes, select View->Modify View Attributes.

3.4 Modify view conditions

To modify the view conditions, select View->Modify View Conditions.

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3.5 How to create a chart

Charts can be easily added to a view. These charts provide a quick dashboard representation of the selected view. To add a chart to a view, follow these steps:

1. Select the view that you want to chart.

2. Select View->Chart

3. Add the attributes to the chart

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4. Select the type of the chart - either Bar or Pie chart

5. If the chart has any date fields, choose how the dates should be grouped.

6. Select OK to display the chart.

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Figure 2 View with chart

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4 Accessing Service Manager Web Interface

From myView, it is easy to launch the CA Service Manager web interface and work seamlessly. You can perform your tasks from myView interface. • Open a record by double clicking on the record within a view

• Launch the CA Service Desk home page by clicking on the Home icon.

• Create a new call by selecting the Create New Call menu item.

• Create a call from a template by double clicking on the template within the Templates tab.

4.1 How to open a record?

Double click on the record that you want to open in Service Manager. The Service Manager web page for the record is displayed as follows.

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4.2 How to access CA Service Manager Home page?

To launch the Service Manager home page, select Actions->CA SD Web, the Service Manager home page will open - automatically logged in.

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4.3 How to create a new call?

To create a new request, select Actions->New Request. The CA Web page will be displayed and is ready to be populated.

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4.4 How to use a Quick Call template?

From the template tab, double click on a template to create a new request. The Service Manager web page will be displayed based on the selected template.

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5 Printing

myView has the capability to merge call records into common templates such as MS Word documents. This allows you to easily print out records using standard templates such as company letterhead and quotation documents. myView supports templates based on the following formats: • MS Office Rich Text Format

• HTML

• XML

• SQL

• Text

• CSV

5.1 How to print selected records to a template?

To print to a template, follow the steps given below:

1. First select the printing template - Print->Select Print Template

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2. Select the printing template.

3. Select the record(s) that you want to print. Then select Print->Print Records

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The record is printed using the selected template. Note the fields that have been populated.

5.2 Creating a print template

Templates used by myView are created with tags. When printing a record through the template, tags are replaced with the field from the Service Desk record. The format for the tags is • Text based formats : @{fieldname} e.g., @{customer.dept.name}

• RTF documents : @\{customer.dept.name\} e.g., @\{customer.dept.name\}

Note that when creating RTF documents it is best to first create the document in MS Word and finalise the layout. Use XXX as the field tag. Save the document as RTF, then open in NotePad. Search for XXX and replace with @\{fieldname\}. This is because sometimes when the document is saved as RTF, the field names can be split over multiple lines, and myView cannot find the correct tag character sequence.

RecordNumber

Affected End User details

Affected End User Telephone number

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5.3 How to print a table

1. To print the current view, select Print->Print Table

2. The printer dialog is displayed. Select the destination printer.

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The table is printed as displayed.

5.4 How to print a chart

1. To print the current chart, select Print->Print Chart

2. The printer dialog is displayed. Select the output printer

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3. The chart is printed as displayed.

Note that there is currently a known problem that Pie charts cannot be printed.

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6 Maintaining Data

An effective data management process is essential for successful service delivery. myView provides easy to use graphical user interface (GUI) with pre-configured spreadsheets and command line capabilities to make the data management process simple.

The following are the typical scenarios encountered when maintaining the data in CA Service Manager (during initial implementation and ongoing maintenance): • Initial migration of data from existing systems into CA Service Manager, e.g., migration

of calls, people data from HR systems into a new instance of CA Service Manager.

• Ongoing periodic data inserts and updates such as nightly updates of CI data (network management tools) and people data (HR systems).

• Extracts of data out of CA Service Manager to be imported into external systems.

• Bulk updates of data such as re-assigning or closing large numbers of calls.

• Integration of external systems such as network management tools being able to automatically raise calls within CA Service Manager.

The following sections explain how to use the myView user interface to manage and maintain the data with CA Service Manager.

6.1 How to export data?

myView can export data from a view into a CSV file. This allows data extracts to be integrated into external systems and enables the system administrator to verify what has been configured in CA Service Manager.

6.1.1 GUI export

From the GUI, myView allows you to easily export the data from the current view to a CSV file.

1. Export the current table view to CSV file by selecting Data->Export to CSV

2. Create the file to save the data.

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Figure 3 Example of a saved CSV file

The table is then saved as a CSV and can be opened in a spreadsheet application.

6.1.2 Command line export

The command line export from myView allows exports to be scripted and scheduled.

The command line takes 2 parameters

1. Input View file. This is the XML view file that defines what data will be exported.

2. Output CSV file. This is the CSV file that the data is written to.

E.g.,

java -classpath "ipTableViewer\dist\ipTableViewer.j ar" com.itsmp.table.ipTableValues All.xml all_cr.csv

6.2 How to import Data?

The data import capabilities of myView allow you to easily migrate data from legacy systems for initial data load, as well as ongoing periodic data imports. These imports can be run from the command line and hence automated.

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The cornerstone of the data import process is the CSV spreadsheet. These are the same format as the CSV spreadsheets created by data export. The first row in the spreadsheet is a heading row. This defines the attributes that are imported.

6.2.1 Import CSV format

6.2.1.1 Comment Column Headings

Column headings that begin with a ‘#’ are ignored during import. This allows the Create Status column to be added to the CSV file without impacting on subsequent imports. This also means that you can easily comment out columns you don’t want to import, e.g., temporary calculation columns.

6.2.1.2 Blank values

On a row by row basis, only cells that have a value (i.e., are not empty) are passed into CA Service Manager for the insert/update.

6.2.1.3 References to Linked Tables

Columns with reference to other tables, such as customer contact information and status code fields, normally use an internal identifier that has little meaning. To make the import process easier, linked tables can be referenced using the dot notation (as used in the view definition).

Examples: • Customer.email_address : This allows the customer column to be looked up based on

their email address. During the import process, internally within myView, the customer.email_address is translated into the internal identifier.

• Status.sym : This allows the status column to be populated with entries such as ’07 Closed’ rather than ‘CL’

Enabling user friendly linkages to other tables, allows the imports to be portable across environments.

6.2.1.4 Key Columns

With data loading, it is handy to be able to do an ‘insert-update’, i.e., if the row currently exists, you can update it, otherwise you can insert a new row.

To identify if the record is existing, column headings that begin with a ‘*’ are treated as key columns. These columns are used to search for an existing record. If a unique record is found, then the row is updated, otherwise a new record is inserted.

As an example, for contact records, the email address can be used as the unique key. In the CSV file, specify the email address column as *email_address . This would allow an HR system to insert new contacts (if the email address does not exist in CA Service Manager) or to update an existing contact (email address does exist in CA Service Manager).

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6.2.2 Import using the GUI upload

myView allows you to create records in Service Manager from CSV files.

1. To create records in Service Manager from a CSV file, first load the CSV file with Data->Load from CSV

2. Choose the table to load the records into.

3. Choose the CSV file.

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4. The CSV file is loaded into myView. The values can be reviewed and modified before uploading into CA Service Manager.

5. Select Data->Upload in SD to create the records in Service Manager

The records are created in Service Manager. A Status column is added. If the record is created, the reference number is displayed. If an error is encountered, the error text is displayed in this column.

6.2.3 Command line import

myView can also be invoked from the command line. This allows other applications, such as network monitoring tools, to be easily integrated into Service Manager.

The myView command line allows records to be created in Service Manager by either supplying a CSV file to create multiple records (see section 6.2) or by supplying the fieldname values on the command line (for creating single records).

Command line options are: • -t, --table_name <table name >. This option is mandatory and specifies the table

name of the record to be created, e.g., cr

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• -c, --csv : Create records using a CSV file

• -i, --input_file : the CSV input file – mandatory if –csv is chosen

If you are not using CSV files, you can specify the list of values on the command line as <field_name > <value > S

E.g.,

java -cp " ipTableViewer.jar" com.itsmp.csv.ipCsvTa bleModel -t cr description test customer.userid Administrator call_back_date "01/08 /2010 12:32:00"

The use of the values on the command line allows easy integration with network management tools for tasks such as generating call records when an SNMP trap is received.

6.3 Updating selected records

Often it is necessary to update multiple records, e.g., reassigning calls to another group, closing calls, etc. This is achieved in myView as follows:

1. Select the rows to be updated

2. Select Actions->Update All

3. Enter the values to be updated.

Note : Press Enter key after each value has been entered

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4. Once you have entered all of the values, apply the updates by selecting OK.

5. Refresh the view - the updates have been applied.

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7 Browsers

myView supports the following browsers with the Java 6 plugin: • Microsoft Internet Explorer 6.0/SP1 or above

• Mozilla 1.7.5 or above

• Firefox® 1.5, 1.0.7

Documents

01 I P My View V1.0