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Using Nano

Before you start

Read Introduction to Nano and the Nano Feature List before continuing.

System Administrators must follow the instructions in Configuring Nano before analysts start using Nano.

Nano is an interface to ASM Core, which must be installed on the server, and a system created in the ASM Core Server Console.

This topic provides an overview for using Nano, including:

Logging into Nano
About the Nano Page Header
Using the Menu
Working with Calls
Working with Requests
Working with Tasks

Use the links in each topic to see more detailed information.

Logging into Nano

You must have Analyst selected in your Person Record.

Analysts can log into Nano using the Nano URL.

Nano URL format http://<server_name>/<virtual_directory>/Nano.aspx

Replace <server_name> with your ASM web server, <virtual_directory> with your ASM virtual directory; and, if your ASM System uses SSL, replace http with https.

http://localhost/ASM/Nano.aspx

The Nano login window appears. Enter the Login ID and Password configured in the analyst's Person Details.

If Integrated Security is enabled in System Administration, or if SSO is enabled in Integration settings, the login window does not appear and the analyst is logged in automatically.

Logging into Nano consumes concurrent and named licenses in the same way as ASM Core. An analyst who logs into Nano while logged into ASM Core will be logged out of Core, and vice versa.

Session timeout periods in Nano are the same as for ASM Core.

About the Nano Page Header

The Nano page header is always visible and contains these functions and options:

Welcome message

Displays the fist name of the logged in analyst.

Log Out button

Logs the analyst out of Nano, ending their session, and displays the Log Out screen where the analyst can choose to log in again if they choose.

Quick Search

Find a call, request, or task by entering its number into the input field and pressing Enter. If only one item matches the entered number, that item is opened for review. If more than one item matches, a list to choose from appears.

Menu

A menu of the functions available to the analyst in Nano. The functions displayed in the menu are dependent on the Security Roles assigned to the logged in analyst, and limited to the functions available in Nano.

Home Page

Select to return to the Home page. The Home page contains a scrolling bulletin board, and the My Counts widget which shows the number of calls, tasks, requests the analyst has, as well as the workload total which combines all three.

Using the Menu

New Call	Select the type of call to create then complete the call details. The submenu displays the available call types, or IPK Statuses and Streams, if enabled.
New Request	Select the type of request to create then complete the request details. The submenu displays the available workflow templates; there may be multiple tiers.
Bulletin	Select a mode for viewing bulletin articles from the submenu: Bulletin Board contains all active bulletins Bulletin View displays a banner at the top of the screen which scrolls through active bulletins.
View	View work items requiring your attention. Select a type of work item, or see all in the Workload. Calls Outstanding displays calls requiring your attention Requests Outstanding displays requests requiring your attention Tasks Outstanding displays tasks requiring your attention Workload Outstanding displays calls requests and tasks requiring your attention
Search	Select the entity to search for from the submenu Call Search provides options to search for calls Request Search provides options to search for requests Task Search provides options to search for tasks Knowledge Search provides options to search for knowledge articles CMDB Search provides options to search for CMDB Items, such as Services, etc. People Search provides options to search for analysts, users, and external contacts

Working with Calls

Nano provides a range of methods for working with calls to suit different working styles. Calls can be closed or assigned to another analyst or group from the Search and Outstanding windows as well as from the Call Details window. While other actions, such as updating can only be done from the Call Details window,

This topic provides an overview of the methods available for each type of action.

For detailed information, see these topics:

Using the Call Details Window - Explains how to open and update calls, the call details fields and their purpose, and how to use the Status field to perform actions on the call.
Viewing Your Outstanding Calls - The Outstanding window displays calls requiring your attention. This topic shows you how to adjust the filters and perform actions on calls from the table of results.
Searching for Calls - Learn how to search for calls and perform actions on them from the table of results.

Log a call	On the menu select New Call Complete the Call Details Press Save.
Search for a call	Method 1: Call Search On the menu select Search, then Call Search Complete the Call Search fields. Method 2: Calls Outstanding On the menu select View, then Calls Outstanding Adjust the Calls Outstanding filters if needed. Method 3: Quick Search Type the call number into the Quick Search field. A list of matching records is displayed
View call details	Method 1: Quick Search Type the call number into Quick Search Select the call from the listed results. The Call Details window is displayed. Method 2: Call Search or Calls Outstanding Search the table of results for the request you want to view Open the request using any of these methods: Double-click on the call record; or Right-click the call record and select ; or Right-click the call record and select The Call Details window is displayed. The call window opens in edit mode or in review mode, depending on the method used to open the call, and the settings configured in your IPK Security Role.
Update a call	Select and open the call you want to update The Call Details window is displayed If the call is in review mode, press Take Action. Update the Call Details fields Press Save.
Assign a call	Method 1: Call Details Select and open the call you want to assign The Call Details window is displayed In the Assign To field select the analyst or group you want to assign to Press Save. Method 2: Call Search or Calls Outstanding Search the table of results for the request you want to assign Forward the call using any of these methods: Select the call record and select in the toolbar; or Right-click the call record and select The Call Forward window is displayed Complete the Call Forward details Press OK.
Close a call	Method 1: Call Details Select and open the call you want to close The Call Details window is displayed Change the Status field to a closure status The selected status must have the Close setting enabled in System Admin Call Status Titles. Press Save. Method 2: Call Search or Calls Outstanding Search the table of results for the request you want to Close the call using any of these methods: Select the call record and select in the toolbar; or Right-click the call record and select The Call Close window is displayed Complete the Call Close details Press OK. Method 3: Kanban in Call Search or Calls Outstanding In the Kanban, find the call you want to close Drag the call to a column with a closure status The selected status must have the Close setting enabled in System Admin Call Status Titles. The Call Close window is displayed Complete the Call Close details Press OK.
The actions listed below affect the Service Level Agreements on the call. About the SLA clock Once an agreement is attached to a work item, it begins running against a ‘clock’. ASM continually monitors the amount of time the agreement has been in effect and checks if any events are scheduled to occur. An agreement may trigger a number of events such as escalations and finally a breach. You can stop the clock and restart the clock if you have sufficient permissions. While the clock is stopped, no time will accumulate on the agreement and no escalation or agreement breach events will occur. This may be required, for instance, if you are waiting on further information from a user and cannot proceed until you get this information. You can Resume Service if you have sufficient permissions, to immediately close all events on all agreements on the work item. This is useful if the immediate issue has been resolved, but you wish to keep the work item open. Agreement events are closed when the work item is closed.
Stop the clock	Select and open the call for which you want to stop the clock The Call Details window is displayed Change the Status field to a status that pauses the clock The selected status must have the Stop Clock setting enabled in System Admin Call Status Titles. Press Save.
Start the clock	Select and open the call for which you want to start the clock The Call Details window is displayed Change the Status field to a status that does not pause the clock and does not resume service The selected status must not have the Stop Clock setting or the Resume Service setting enabled in System Admin Call Status Titles. Press Save.
Resume Service	Select and open the call for which you want to resume service The Call Details window is displayed Change the Status field to a status that resumes service The selected status must have the Resume Service setting enabled in System Admin Call Status Titles. Press Save.

Working with Requests

Nano provides a range of methods for working with requests to suit different working styles. Requests can be closed or assigned to another analyst or group from the Search and Outstanding windows as well as from the Request Details window. While other actions, such as updating, authorizing, or rejecting requests can only be done from the Request Details window,

This topic provides an overview of the methods available for each type of action.

For detailed information, see these topics:

Using the Request Details Window - Explains how to open and update requests, the request details fields and their purpose, and how to use the Status field to perform actions on the request.
Viewing your Outstanding Requests - The Outstanding window displays requests requiring your attention. This topic shows you how to adjust the filters and perform actions on requests from the table of results.
Searching for Requests - Learn how to search for requests and perform actions on them from the table of results.

Log a request	On the menu select New Request Complete the Request Details Press Save.
Search for a request	Method 1: Request Search On the menu select Search, then Request Search Complete the Request Search fields. Method 2: Request Outstanding On the menu select View, then Requests Outstanding Adjust the Request Outstanding filters if needed. Method 3: Quick Search Type the request number into the Quick Search field. A list of matching records is displayed
View request details	Method 1: Quick Search Type the request number into Quick Search Select the request from the listed results. The Request Details window is displayed. Method 2: Request Search or Request Outstanding Search the table of results for the request you want to view Open the request using any of these methods: Double-click on the request record; or Right-click the request record and select ; or Right-click the request record and select The Request Details window is displayed. The request window opens in edit mode or in review mode, depending on the method used to open the request, and the settings configured in your Workflow Security Role.
Update a request	Select and open the request you want to update The Request Details window is displayed If the request is in review mode, press Take Action. Update the Request Details fields Press Save.
Authorize or Reject a request	Select and open the request you want to authorize The Request Details window is displayed Enter your password, if required Press to authorize the request. Press to reject the request.
Assign a request	Method 1: Request Details Select and open the request you want to assign The Request Details window is displayed In the Assign To field select the analyst or group you want to assign to Press Save. Method 2: Request Search or Request Outstanding In the table of results, find the request you want to assign Forward the request using any of these methods: Select the request record and select in the toolbar; or Right-click the request record and select The Request Forward window is displayed Complete the Request Forward details Press OK. The terms "assign" and "forward" are interchangeable in this context.
Close a request	Method 1: Request Details Select and open the request you want to close The Request Details window is displayed Change the Status field to a closure status The selected status must have the Close setting enabled in System Admin Request Completion Statuses. Press Save. Method 2: Request Search or Request Outstanding In the table of results, find the request you want to close Close the request using any of these methods: Select the request record and select in the toolbar; or Right-click the request record and select The Request Close window is displayed Complete the Request Close details Press OK. Method 3: Kanban in Request Search or Request Outstanding In the Kanban, find the request you want to close Drag the request to a column with a closure status The selected status must have the Close setting enabled in System Admin Request Completion Statuses. The Request Close window is displayed Complete the Request Close details Press OK.
The actions listed below affect the Service Level Agreements on the request. About the SLA clock Once an agreement is attached to a work item, it begins running against a ‘clock’. ASM continually monitors the amount of time the agreement has been in effect and checks if any events are scheduled to occur. An agreement may trigger a number of events such as escalations and finally a breach. You can stop the clock and restart the clock if you have sufficient permissions. While the clock is stopped, no time will accumulate on the agreement and no escalation or agreement breach events will occur. This may be required, for instance, if you are waiting on further information from a user and cannot proceed until you get this information. You can Resume Service if you have sufficient permissions, to immediately close all events on all agreements on the work item. This is useful if the immediate issue has been resolved, but you wish to keep the work item open. Agreement events are closed when the work item is closed.
Stop the clock	Select and open the request for which you want to stop the clock The Request Details window is displayed Change the Status field to a status that stops the clock The selected status must have the Stop Clock setting enabled in System Admin Request Completion Statuses. Press Save.
Start the clock	Select and open the request for which you want to start the clock The Request Details window is displayed Change the Status field to a status that does not stop the clock and does not resume service The selected status must not have the Stop Clock setting or the Resume Service setting enabled in System Admin Request Completion Statuses. Press Save.
Resume Service	Select and open the request for which you want to resume service The Request Details window is displayed Change the Status field to a status that resumes service The selected status must have the Resume Service setting enabled in System Admin Request Completion Statuses. Press Save.

Working with Tasks

Nano provides a range of methods for working with tasks to suit different working styles. Tasks can be closed, approved, rejected, or assigned to another analyst or group from the Search and Outstanding windows as well as from the Task Details window. While other actions, such as updating can only be done from the Task Details window,

This topic provides an overview of the methods available for each type of action.

For detailed information, see these topics:

Using the Task Details Window - Explains how to open and update tasks, the task details fields and their purpose, and how to use the Status field to perform actions on the task.
Viewing Your Outstanding Tasks - The Outstanding window displays tasks requiring your attention. This topic shows you how to adjust the filters and perform actions on tasks from the table of results.
Searching for Tasks - Learn how to search for tasks and perform actions on them from the table of results.

Search for a task	Method 1: Task Search On the menu select Search, then Request Search Complete the Task Search fields. Method 2: Task Outstanding On the menu select View, then Requests Outstanding Adjust the Task Outstanding filters if needed. Method 3: Quick Search Type the task number into the Quick Search field. A list of matching records is displayed
View task details	Method 1: Quick Search Type the task number into Quick Search Select the task from the listed results. The Task Details window is displayed. Method 2: Task Search or Task Outstanding Search the table of results for the task you want to view Open the task using any of these methods: Double-click on the task record; or Right-click the task record and select ; or Right-click the task record and select The Task Details window is displayed. The task window opens in edit mode or in review mode, depending on the method used to open the task, and the settings configured in your Workflow Security Role.
Update a task	Select and open the task you want to update The Task Details window is displayed If the task is in review mode, press Take Action. Update the Task Details fields Press Save.
Assign a task	Method 1: Task Details Select and open the task you want to assign The Task Details window is displayed In the Assign To field select the analyst or group you want to assign to Press Save. Method 2: Task Search or Task Outstanding Search the table of results for the task you want to assign Forward the request using any of these methods: Select the task record and select in the toolbar; or Right-click the task record and select The Task Forward window is displayed Complete the Task Forward details Press OK. The terms "assign" and "forward" are interchangeable in this context.
Approve or Reject an approval	Method 1: Approval Details Select and open the approval you want to approve or reject The Task Details window is displayed Enter your password, if required Press to approve and close the approval task. Press to reject and close the approval task. Method 2: Task Search or Task Outstanding Search the table of results for the task you want to assign Approve or reject the approval using any of these methods: Select the task record and select in the toolbar; or Right-click the task record and select The Task Close window is displayed Enter your password, if required Complete the other Task Close details Press OK. Method 3: Kanban in Task Search or Task Outstanding In the Kanban, find the task you want to approve/reject Drag the task to a column with a closure status The selected status must have the Close setting enabled in System Admin Task Status Titles. The Task Close window is displayed Enter your password, if required Complete the otherTask Close details Press OK.
Close a task	Method 1: Task Details Select and open the approval you want to close The Task Details is displayed Change the Status field to a closure status The selected status must have the Close setting enabled in System Admin Task Status Titles. Press Save. Method 2: Task Search or Task Outstanding Search the table of results for the task you want to close Close the task using any of these methods: Select the task record and select in the toolbar; or Right-click the task record and select The Task Close window is displayed Complete the Task Close details Press OK. Method 3: Kanban in Task Search or Task Outstanding In the Kanban, find the task you want to close Drag the task to a column with a closure status The selected status must have the Close setting enabled in System Admin Task Status Titles. The Task Close window is displayed Complete the Task Close details Press OK.