Single Sign-on |
Compatible with Integrated Security and SSO. |
Home Page |
Displays a scrolling bulletin board, and the number of calls, tasks, request the analyst has, and a workload total which combines all three. |
Create Calls |
Create calls in Nano from the New Call menu option, which presents the available IPK Statuses and Streams, if they're configured. |
Calls Outstanding |
Calls Outstanding displays calls that require the analyst's attention.- Filter the list by your calls, calls forwarded to you, calls forwarded to your group, and calls you forwarded
- In the filter you can toggle between suspended and unsuspended calls
- Show or hide the filter section
- Toggle between Kanban layout and table layout
- Configure the columns displayed by adding or removing columns and changing their order
- Right-click on call(s) to perform actions such as Add Note, Review, Email, Close, etc.
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Call Details |
Features and functions available on the Call Details window:- View and update standard fields and fields added to the Nano screen in ASM Designer
- Save or Cancel changes to the details using the Save and Cancel buttons
- Close the call by changing the Status
- Stop and start the SLA clock, or resume service, by changing the Status
- Assign the call to another analyst or group by changing the Assign To value
- Email from the call
- Attach files to emails from the call
- Generate a Call Report
- View the full call history
- Add comments to the call
- Use the 'Visible to user' check box to make your comments visible in the Self Service Portal
- Attach files and objects to the call, view their details, or delete them from the call
- SLA indicators are visible at the top of screen to help meet your SLA targets
- Close the 'First Call Back' on SLAs using the 'User Updated' check box.
- Place a Watch on the call
- Time Spent settings for entering time against calls
- Reminder settings to set a reminder for yourself
- Suspend settings to suspend the call
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Call Search
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Search for calls that may not be displayed in Calls Outstanding.
- Use the Standard Search to find open or closed calls by call number or text search
- Use the Advanced Search to access all call search fields.
- Toggle between Kanban layout and table layout.
- Configure the columns displayed by adding or removing columns and changing their order.
- Right-click on a call(s) to perform actions such as Add Note, Review, Email, etc.
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Tasks Outstanding
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Tasks Outstanding displays tasks that require the analyst's attention.
- Filter the list by your tasks, tasks forwarded to you, tasks forwarded to your group, and tasks you forwarded
- In the filter you can toggle between suspended and unsuspended tasks, and toggle active vs inactive tasks
- Show or hide the filter section
- Toggle between Kanban layout and table layout
- Configure the columns by adding or removing columns and changing their order
- Right-click on a task(s) to perform actions such as Add Note, Review, Email, etc.
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Task Details |
Features and functions available on the Task Details window:
- View and update standard fields and fields added to the Nano screen in ASM Designer
- Save or Cancel changes to the details using the Save and Cancel buttons
- Approve or Reject approval tasks using the Approve and Reject buttons
- Close the task by changing the Status
- Stop and start the SLA clock by changing the Status
- Assign the task to another analyst or group by changing the Assign To value
- Email from the task
- Attach files to emails from the task
- Generate a Task Report
- View the full task history
- Add comments to the task
- Use the 'Visible to user' check box to make your comments visible in the Self Service Portal
- Attach files and objects to the task, view their details, or delete them from the task.
- View details and interact with all attachments on the request by selecting the 'All Request Attachments' checkbox
- Request Phase is visible at the top of the screen indicating the current phase in the request life cycle
- SLA indicators are visible at the top of screen to help meet your SLA targets
- Time Spent settings for entering time against tasks
- Reminder settings to set a reminder for yourself
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Task Search |
Search for tasks that may not be displayed in Tasks Outstanding
- Use the Standard Search to find tasks and/or approvals that are active, complete and/or inactive, by task number or text search
- Use the Advanced Search to access all task search fields
- Toggle between Kanban layout and table layout
- Configure the columns displayed by adding or removing columns and changing their order
- Right-click on a task(s) to perform actions such as Add Note, Review, Email, etc.
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Create Requests |
Create requests in Nano from the New Request menu option, which presents the available Workflow Processes and Templates. |
Requests Outstanding
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Requests Outstanding displays requests that require the analyst's attention.
- Filter the list by your requests, requests forwarded to you, requests forwarded to your group, and requests you forwarded
- In the filter you can toggle between suspended and unsuspended requests, and authorized vs unauthorized requests
- Show or hide the filter section
- Toggle between Kanban layout and table layout
- Configure the columns by adding or removing columns and changing their order
- Right-click on a request(s) to perform actions such as Add Note, Review, Email, etc.
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Request Details |
Features and functions available on the Request Details window:
- View and update standard fields and fields added to the Nano screen in ASM Designer
- Save or Cancel changes to the details using the Save and Cancel buttons
- Authorize or reject authorization on requests using the Authorize and Reject buttons
- Close the request by changing the Status
- Stop and start the SLA clock, or resume service, by changing the Status
- Assign the request to another analyst or group by changing the Assign To value
- Email from the request
- Attach files to emails from the request
- Generate a Request Report
- View the full request history
- View the Task Dependency Diagram
- Add comments to the request
- Use the 'Visible to user' check box to make your comments visible in the Self Service Portal
- Attach files and objects to the request, view their details, or delete them from the request
- View details and interact with files and objects attached to all tasks in the request
- SLA indicators are visible at the top of screen to help meet your SLA targets
- Reminder settings to set a reminder for yourself
- Suspend settings to suspend the request
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Requests Search |
Search for requests that may not be displayed in Request Outstanding
- Use the Standard Search to find requests that are active, completed, and/or unauthorized, by request number or text search
- Use the Advanced Search to access all request search fields
- Toggle between Kanban layout and table layout
- Configure the columns displayed by adding or removing columns and changing their order
- Right-click on a request(s) to perform actions such as Add Note, Review, Email, etc.
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Workload Outstanding |
Workload Outstanding displays all your work items (calls, tasks, and requests) in one place.
- Filter the list to show any combination of calls, tasks and/or requests that are currently with you, have been forwarded to you or your group, and work items you forwarded.
- In the filter you can toggle between suspended and unsuspended work items. Only active work items are displayed, there is no toggle for inactive ones
- Show or hide the filter section
- Configure the columns by adding or removing columns and changing their order
- Right-click on a work item(s) to perform actions such as Add Note, Review, Email, etc.
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Knowledge |
Knowledge Search
- Use the Standard Search to find knowledge articles by article number or text search
- Use the Advanced Search to access all knowledge search fields
- Configure the columns displayed by adding or removing columns and changing their order
Knowledge Details and functions:
- View and update standard fields and fields added to the Nano screen in ASM Designer
- Save or Cancel changes to the details using the Save and Cancel buttons
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CMDB Items |
CMDB Item Search
- Use the Standard Search to find Resources by Title, Ref, CMDB Item Type, or Organization
- Use the Advanced Search to access all CMDB Item search fields
- Configure the columns displayed by adding or removing columns and changing their order
CMDB Item Details and functions:
- View and update a subset of standard fields and fields added to the Nano screen in ASM Designer
- Save or Cancel changes to the details using the Save and Cancel buttons
- Generate a CMDB Item Report
- View the CMDB Linking Diagram
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Person |
Person Search
- Use the Standard Search to find Surname, First Name, Organization, or Location
- Use the Advanced Search to access all Person search fields
- Configure the columns displayed by adding or removing columns and changing their order
Person Details and functions:
- View and update a subset of standard fields and fields added to the Nano screen in ASM Designer
- Save or Cancel changes to the details using the Save and Cancel buttons
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Bulletin Board |
The Bulletin Board option displays a list of all active bulletins. Use the Bulletin View option to display a scrolling banner of active bulletins. |