The ASM Core Window

There are certain elements of the ASM Core Window that are the same or similar throughout the application. On almost every window you will find a:

The Toolbar

The toolbar contains various buttons that can be used as shortcuts to different functions. Some of the buttons are standard but only those options to which you have access will be displayed. You can personalize the toolbar by adding your own buttons and changing the color of the background if you wish.

The Quick Search Box

In addition to the buttons in the toolbar, to the far right of the ribbon you will see a quick search box that looks like this (although the contents will vary depending on the window on screen).   You can use it to search for calls, requests, tasks, knowledge entries, or service orders.

The options depend on your access rights. For example, if you are logged in as the Administrator, you cannot search for calls or requests, only knowledge entries.

If the item type you are looking for (call, request, tasks, etc) appears in the window, you can find it by keying in the number and pressing Enter or selecting .

Alternatively, you can click on the small arrow to the right and choose from the drop down list.

Partitions List

The toolbar may display a drop down list of your available partitions. Select a partition from the drop down list.

Any new windows you open will default to that partition. The selected partition will remain your active partition for the rest of the session, or until you change it again. Once you log out and log back in again, your default partition appears once more.

Chat Status Box

If you are a Chat analyst, you will see a box stating your Chat status. The default status is Offline, and you can change this by selecting another status from the drop-down list.

The Menu

The menu button is located on the left of the window, beneath the toolbar, indicated by the button. Hover over it to see all of the functions to which you have access in ASM Core.

The options listed depend on the permissions given to your security role.

As you hover over the buttons in the menu, the selected item will change color. Most of the buttons within the menu expand when you hover over them to reveal further menu options. The original menu item will remain highlighted, so that you can keep track of where you are.

For long menus, use the scroll bar to the right to navigate through the options.

To select an option, click on it. To close the menu, click anywhere on the screen, off the menu.

You can also manipulate your view of the window using the Windows options in the right hand panel of the menu.

The Main Window

Each window will have its own local toolbar, containing buttons and options specific to the window/task. You will only be able to see the options available to you. There are some standard buttons, which work in the same or similar ways in all windows, and there are others that are unique to the window, which will be explained in the relevant topic within the online help.

Beneath the toolbar is the main part of the window, which will consist of fields and panes for you to complete or view, depending on the nature and function of the window.

  • You can complete a number of fields using the search function and the Multi-tier selector. For more information, see Using the search function on page 1.
  • Search results are displayed in browse tables, which you can view in various ways, and use to locate and select specific entities. To find out more, see the topic on Working with Browse Tables.
  • Some windows require completion of text windows, such as bulletins, emails and call details. You can find out more about text formatting in the Formatting and Editing Text topic.
  • You can display multiple windows at the same time, and manipulate them in various ways. To find out more, see the topic on Working with Windows.
  • You can also personalize your system so that you have specific keyboard shortcuts, color combinations and buttons that you can use to tailor the system to suit your individual way of working.
  • You can normally use the Tab key to move from one field to another in a window. To move from the Explorer to the main window, select CTRL + Tab.

The Explorer Pane

Most windows in ASM Core display a pane to the left of the main window containing options and links to other windows and functionality that relate to the current task. This is the explorer pane. The options listed in the explorer pane depend on the window you are in and your security access. You may see some options that are grayed out. If so, you do not have access to them.

Options are often grouped in the explorer, as indicated by the button. You can select a group to expand the options and items within it. Selecting it again will collapse the group.

Explorer Tabs

Most explorers display four buttons/tabs at the top :


Your favorite options. You can personalize your Favorites pane by adding the options you use frequently. This can make them easier to find


All explorer options for the entity/task

This returns you to the main window for the selected entity. For example, if the current entity is a call, selecting Home will display the Call Details window. This button is not displayed in the Administration module.

or Contract all or expand all headings in the Explorer pane to hide or display the information under them