Using Nano

Before you start

Read Introducing Nano before continuing.

This topic provides an overview for using Nano, including:

• Logging into Nano
• The Nano Interface
• My Options
• 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 vFire web server, <virtual_directory> with your vFire virtual directory; and, if your vFire Core system uses SLL, replace http with https.

http://localhost/vFire/nano.aspx

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

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

The Nano Interface

There are certain elements of the vFire Nano window that are always visible:

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	Use Quick Search to 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.
My Options	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.

My Options

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

Log a call by selecting New Call from the My Options menu, then complete the call details and press Save.

Search for a call using the Search or Outstanding windows, or by typing the call number into the Quick Search.

Update a call by updating the call fields and then press Save.

Resume Service on a call by updating the Issue Status field with a status configured with the Resume Service function and then press Save.

Assign a call using any of the following methods:

• Open the call details, select an analyst or group in the Assign To field and then press Save.
• On the Search or Outstanding window, select the call record, press on the toolbar, complete the call forward details and then press OK.
• On the Search or Outstanding window, right-click the call record, select Forward, complete the call forward details and then press OK.

Close a call using any of the following methods:

• Open the call details, change the Issue Status field to a status configured with the Close function and then press Save.
• On the Search or Outstanding window, select the call record, press on the toolbar, complete the call close details and then press OK.
• On the Search or Outstanding window, right-click the call record, select Close, complete the call close details and then press OK.

For information on all call actions that can be performed in Nano, refer to Calls Details in Nano.

Working with Requests

Log a request by selecting New Request from the My Options menu, then complete the call details and press Save.

Search for a request using the Search or Outstanding windows, or by typing the call number into the Quick Search.

Update a request by updating the request fields and then press Save.

Authorize a request by updating the Request Status field with a status configured with the Authorize function and then press Save.

Assign a request using any of the following methods:

• Open the request details, select an analyst or group in the Assign To field and then press Save.
• On the Search or Outstanding window, select the request record, press on the toolbar, complete the request forward details and then press OK.
• On the Search or Outstanding window, right-click the request record, select Forward, complete the request forward details and then press OK.

Close a request using any of the following methods:

• Open the request details, change the Request Status field to a status configured with the Close function and then press Save.
• On the Search or Outstanding window, select the request record, press on the toolbar, complete the request close details and then press OK.
• On the Search or Outstanding window, right-click the request record, select Close, complete the request close details and then press OK.

For information on all request actions that can be performed in Nano, refer to Request Details in Nano.

Working with Tasks

Search for a task using the Search or Outstanding windows, or by typing the call number into the Quick Search.

Update a task by updating the task fields and then press Save.

Approve an approval task by updating the Task Status field with a status configured with the Close/Approve function and then press Save. The approval is closed.

Reject an approval task by updating the Task Status field with a status configured with the Close/Reject function and then press Save. The approval is closed.

Assign a task using any of the following methods:

• Open the task details, select an analyst or group in the Assign To field and then press Save.
• On the Search or Outstanding window, select the task record, press on the toolbar, complete the task forward details and then press OK.
• On the Search or Outstanding window, right-click the task record, select Forward, complete the task forward details and then press OK.

Close a task using any of the following methods:

• Open the request details, change the Task Status field to a status configured with either of the Close functions and then press Save.
• On the Search or Outstanding window, select the task record, press on the toolbar, complete the task close details and then press OK.
• On the Search or Outstanding window, right-click the task record, select Close, complete the task close details and then press OK.

For information on all task actions that can be performed in Nano, refer to Task Details in Nano.