© Peregrine Exercise 23: Passing Supporting Data To: Jennifer Falcon, System Administrator From: Max Manager, Helpdesk Manager Event Calls Subje Jennifer, We need to be able to track which events the helpdesk is getting calls about. Can you add a place on the call screen that will let the operator choose the event the caller is referring to? Thanks, Max on “415104 Tasks required to accomplish the scenari 1. Modify the initial Call Report form 2. Link a field into the Call Report. Modify the initial Call Report form 1. Connect as a System Administrator using the falcon operator ID. 2. Access Forms Designer using one of the methods found in the Access Methods Job Aid. 3. In the Form field, type cc.inequick.g, then click Search Click Design. ‘Add two new objects to the Initial Call Report form. Use the following screen and table to complete the data entry: ‘©2004 Confidential material of Peregrine Systems, Inc. 234SSS ol emer ——— | ser eee CE ye sre = Using the Create a Forms Design With the following properties Tool ‘Text label Label Caption: Event Name Input box Comfill Input: event.name Za] 6. Click OK to exit design mode. 7. Click Validate Format from the Options menu, as shown in the following screen’ + What happened to the screen? [Gemma] 8. Click Continue. 9. Inthe File Name field, type incidents if prompted for a name. Zor} 10. Click OK + What message did you receive? "5104 "©2004 Conidential matorial of Peregrine Systerf TBiNew 415104 © 11. Click Dbdict from the Options menu, as shown in the following screen: lve col le oxte [Fe besion 2 conmenee Hd rele Too [Sr Ftenane Ryceanre 2vates rms \ [Oaths arooer : 12. Click Yes to save the changes. 1. Click New to add a new field 3282 14. In the Name field, type event.name. 15. In the Type field, select character from the drop-down list. 16. Click Add. 17. Click OK to return to Forms Designer. + What message did you receive? 18. Close all open forms by clicking the Close button and return to the System Administrator's Main Menu. Link a field into the Call Report 19. Access the Link utility using one of the methods found in the Access Methods Job Aid. 20. In the Name field, type incidents, then click Search. 21. Link the new Event Name field to the events file. Use the following screen and table to complete the data: (© 2004 Confidential material of Peregrine Systems, Inc 233© 4 Field Value Source Field Name ‘event.name Target FormatFile Name | events Target Field Name ‘event.name 22. Place the cursor in a field of the new link line, then click Select Line from the Options menu, as shown in the following screen: Ea seve he bates sa anne tec tne Se oer ve IP creckrelt © orhoad 6G Shae tpctcaton 23. In the Source Field column, type event.name. 24. In the Target Field column, type event.name. + What type of link is this? ‘© 2004 Confidential material of Peregrine Systems, Inc “15104+ Did you have to add the detail field names? save | 25. Click Save. [| 26. Close all open forms by clicking the Close button and return to the System Administrator's Main Menu. Verification 27. In the System Navigator, expand Menu Navigation. Then, expand Services followed by Service Management and double-click Take New Calls. 28. On the Event Name field, click Fill + Did the Link execute correctly? + Hf not, what part of the link record would you check? + What else would cause this type of problem? + What type of screen are you seeing? + What steps are needed to create a list form? + What name would be used to create the list form? 29. Place the cursor into the event.id field, and press Enter. + Did the data populate on the Call Report? + If not, what part of the link record would you check? + What else would cause this type of problem? 30. Cancel the record. [| 31. Close all open forms by clicking the Close button and return to the System ‘Administrator's Main Menu. 32. Collapse all folders in the System Navigator except the Connection - New_configuration folder. 33. Click File > Disconnect from New_configuration to disconnect from ServiceCenter. For more information about Modify Forms, refer to ServiceCenter Technical Documentation. ET 15104 ‘© 2004 Confidential material of Peregrine Systems, Inc. 23528 "©2004 Configential material of Peregrine Systems, Inc 415104Exercise 24: Relating Data Across Applications To: Jennifer Falcon, System Administrator From: — Max Manager, Helpdesk Manager Subject: Event Name on Incident Tickets Jennifer, ‘Since some of the event calls coming in are being escalated to the second tier operators, | want to make sure that they also know which event has the issue. Can you make sure that the event name shows up on the Incident Management tickets too, and that the event name cannot be changed once it is escalated? Thanks. Max Tasks required to accomplish the scenari 1. Add the new field to the Incident Management forms. 2. Add the new field to the probsummary dbdict 3. Modify the screlate Link Record. Add the new field to the Incident Management forms 1. Connect as a System Administrator using the falcon operator ID. 2. Access Forms Designer using one of the methods listed in the Access Methods Job Aid. In the Form field, type problem. template. Click Search. Click problem.template.open.g, Click Design. Select the Notebook. In the Properties box, select Y, and change the value to 9. Cer FH Aw ‘Add fields to the Incident Management form. Use the following screen and table to complete the data entry: “aisi04 © 2004 Confidential material of Peregrine Systems, Inc 242a Vor Using the Create a Forms Design With the following properties Tool Text label Label Caption: Event Name Input field Text Input: event. name ReadOnly: Yes 10, Select the new input label and field and copy the objects to the clipboard, Hint: Select the objects by holding the control and shift keys and clicking the objects individually. Use the Edit > Copy command. 11. Click OK to exit design mode and return to the problem.template Forms Designer list. + What message did you receive? 12. Click problem.template.update.g. 13. Click Design. 14, Select the Notebook. 46. In the Properties box, select Y, and change the value to 9. 16. Paste the contents of the clipboard to the update form. Use the following screen to complete the data entry | Ore ee ‘Geet. Ham 5A o50, Gay (oa 17. Click OK to exit design mode and return to the problem.template Forms. Designer list. + What message did you receive? ‘© 2004 Configential material of Peregrine Systems, Inc. “a15104& 18. Click problem.template.close.g [Reem] 19. Click Design. 20. Select the Notebook. 21. In the Properties box, select Y, and change the value to 9. 22. Paste the contents of the clipboard to the close form. Use the following screen to complete the data entry: =o Sd. TO Ra 9 Crs, | tat Gt. "OS Oy 23. Save the form, X] 24. Close all open forms by clicking the Close button and return to the System ‘Administrator's Main Menu. Add the new field to the probsummary dbdict 25. Access Database Dictionary using one of the methods listed in the Access Methods Job Aid. 26. in the File Name field, type probsummary, then click Search. 27. Click New. + Which structure are you going to add data to? 28. In the Name field, type event.name. 29. In the Type field, select character from the drop-down list. [uaa] 30. Click Add ] 31. Close all open forms by clicking the Close button and return to the System ‘Administrator's Main Menu. Modify the screlate Link Record 32. Access the Link utility using one of the methods found in the Access Methods Job Aid. 33. In the Name field, type screlate.incidents.problem. Yaaxd] 34. Click Search to display the link record. 415104 (© 2004 Confidential material of Peregrine Systems, Inc, 24-3waa 35. Place the cursor in the incident.id link line, then click Select Line from the Options menu, as shown in the following screen: 36. In the next available Source Field array, type event.name. 37. In the corresponding space of the Target Field array, type event.name. 38. Click Save. 39. Close all open forms by clicking the Close button and return to the System Administrator's Main Menu. Verification 40. Open a call record and escalate to an incident. Use the following method to open a call record: + Inthe System Navigator, expand Menu Navigation. Then, expand Services followed by Service Management and double-click Take New Calls. Complete all mandatory fields and ensure that you have entered data into the Event Name field. Then, click the Create Incident button. + Did your event name data move to the incident record? 41. Click Save. + Did your event name show on the update form? + Is the field in a Read-Only state? 42. Click Close. + Did your event name show on the close form? + Is the field in a Read-Only state? 43. Close all open forms by clicking the Close button and return to the System ‘Administrator's Main Menu. 44. Collapse all folders in the System Navigator except the Connection - New_configuration folder. ‘© 2004 Confidential materal of Peregrine Systems, Inc ‘a15104Q 45. Click File > Disconnect from New_configuration to disconnect from ServiceCenter. For mort Ser information about linking a new field, refer to the jiceCenter Technical Documentation. 415/04 '@ 2004 Confidential material of Peregrine Systems, Inc— 246 "© 2004 Confidential matorial of Peregrine Systems, Inc "415104© Peregrine Exercise 25: Working with Multi-level Categorization To: Jennifer Falcon, System Administrator From: — Max Manager, Helpdesk Manager Subject: Portable Device Category Jennifer, The helpdesk personnel will be handling problems that arise with the new portable devices, and they will need to categorize these tickets accurately. As you know, this means you need to correctly set up the multi-level categorization process that ServiceCenter uses. Please create an assignment group dedicated to portable device issues. Thanks once again Max Tasks required to accomplish the scenario: Create a new Assignment Group. Build a new Category record Add Subcategory records. Define Product Type records. Classify Problem Type records eReNna Create a new Assignment Group 1. Connect as a System Administrator using the falcon operator ID. 2. Access Assignment Groups using one of the following methods: + In the System Navigator, expand Menu Navigation. Then, expand 8, Administration, Security followed by User Administration and double-click Assignment Groups. + On the System Administrator's Main Menu, click Utilities > Administration > Information / Security / Insight > User Administration > Incident > Assignment Groups. + From the Database Manager prompt, in the File field, type assignment, then click Search. ———— “415104 (© 2004 Confidential material of Peregrine Systems, Inc. 254© + On the System Administrator's Main Menu, Management > Security Files > Assignment Groups > Search/Add. 3. Type data for a new assignment group. Use the following screen and table to complete the data entry. a = a t = a Field Value [AssignmentGroup—~=~*~*~*~*~S«C General ——SSSSCS~*@* Calendar Name day shift ‘Stage 2 Alert Group (use Fill) HELPDESK Stage 3 Alert Group (use Fill) ‘SYSTEMS SUPPORT Reassignment Alert Group (use Fill) | DUTYMANAGER Manager Name MAX.MANAGER 4. Click the Operators tab. 5. Place the cursor in the Operators array, then select JESSICA.BALLINGER from the drop-down list. ES! 6. Click Add [] 7. Close all open forms by clicking the Close button and return to the System Administrator's Main Menu. Build a new category record 8. Access Database Manager using one of the methods found in the Access Methods Job Aid. 9. Select the Administration Mode check box. "© 2004 Configential material of Peregrine Systems, nc. “15/04& 12, Build the new category information. Use the following screen and table to complete the data entry: im 10: In the File field, type category, then click Search 11, Double-click the pm.category format. Doors tan Cloner Dinter ae Damron Dre cmener Banwcu? Field Value Category Name Portable Device Disable Alert Paging? checked (true) ‘Active Category? checked 13. Click the Formats tab and add the default formats. Use the following screen and table to complete the data entry: 475104 ‘© 2004 Confidential material of Peregrine Systems, Inc. 25-3im aaa 24 Field Value ‘Open problem.template.open Update problem.template.update Close problem.template.close Browse problem.template. browse Default (Print formats) problem.template.browse 14, Click the Alerts tab. 15. Set the alert times for this category. Use the following screen and table to complete the data entry: (sea) curve: (la — ‘Stage 1 (Interval) Field Value (02:00:00 Stage 2 06:00:00 Stage 3 40:00:00 Deadline 4 00:00:00 Reassignment 06:00:00 Reassign Count Threshold | 2 Deadline Alert Group ‘SYSTEMS ADMIN 16. Click Add. 17. Return to the Database Manager prompt. "© 2004 Confidential material of Peregrine Systems,& Add Subcategory records [fq] 18. In the File field, type subcategory, and click Search. 19. Add subcategory information. Use the following screen and table to complete the data entry. Subcategory Information Please enter the catagory and associated ‘Sebsategory eld Value Category (use Fill) Portable Device ‘Subcategory Handheld ‘Active Checked (true) [Aas] 20. Click Add. 21. Create an additional Subcategory record. Use the current record and update the following fields: Field Value Subcategory Wearable add] 22. Click Add. + What message did you receive? + What would happen if you would have clicked Save? 23. Return to the Database Manager prompt. Define Product Type records. [iq] 24. In the File field, type producttype, then click Search. 415/04 {© 2004 Confidential material of Peregrine Systems, Inc 255& 25. Double-click product.type to select it. 26. Add Product Type information. Use the following screen and table to complete the data entry: Product Type information Please enter associated Product Type Value Category Portable Device Subcategory Handheld Product Type HMD Severity Normal Description Head Mount Display ‘Active? Checked (true) Assignment ‘AtoZ General 27. Click Add. 28. Create an additional Product update the following fields: Type record. Use the current record and Update Field Value ‘Subcategory Wearable "© 2004 Confidential material of Peregrine Sysioms, Inc. "4/5/04Product Type WMD) Description Wrist Mount Display [pads] 29. Click Add. 30. Return to the Database Manager prompt. Classify Problem Type records [Fa] 31. In the File field, type problemtype, then click Search. 32. Define Problem Type information. Use the following screen and table to complete the data entry. Problem Type Information Please enter associated Problem Type ote ar = Value Product Type HMD Problem Type Plasma Display Subcategory Wearable [asd] 33. Click Add. 34. Create an additional Product Type record. Use the current record and update the following fields: 5104 ‘© 2004 Confidential material of Peregrine Systems, Inc. 257258 [aa] [x] Update Field Value Problem Type Power Source 35. Click Add. 36. Close all open forms by clicking the Close button and return to the System Administrator's Main Menu. 37. Click File > Disconnect from New_configuration to disconnect from ServiceCenter. Verification 38. Connect as a System Administrator using the falcon operator ID. 39. In the System Navigator, expand Menu Navigation. Then, expand Services followed by Service Management and double-click Take New Calls. 40. In the Category field, click the Fill button. + Do you see the Portable Device category? 41. Double-click Portable Device. + Did both Subcategories display? 42. Double-click the Handheld subcategory. + What Product Types were available in the list? 43, Double-click the HMD record + Can you see the problem types for this product? 44, Double-click Plasma Display. + Where did you return? + What additional fields were populated? + Where did this additional data come from? + Can you change the assignment group? 45, Complete the remaining mandatory fields, then click Create Incident. + Did the categorization move across to Incident Management? 46. Close all open forms by clicking the Close button and return to the System Administrator's Main Menu. 47. Collapse all folders in the System Navigator except the Connection - New_configuration folder. ‘© 2004 Confidential material of Peregrine Systems, Inc ‘a5104Le) 48. Click File > Disconnect from New_configuration to disconnect from ServiceCenter. For more information about Assignment Groups, Category, and Multi- level Categorization, refer to the ServiceCenter Technical Documentation. 415104 ‘©2004 Confidential material of Peregrine Systems, Inc. 259"© 2004 Confidential material of Peregrine Systems, IncPeregrine Exercise 26: Using the Notification ‘41504 Faw Engine To: Jennifer Falcon, System Administrator From: — Max Manager, Helpdesk Manager Subject: Severity 1 Tickets Jennifer, Jessica Ballinger needs to be contacted when Severity 1 tickets are opened. She should be notified by e-mail during business hours or by a page during her vacation. She is taking vacation during the last two weeks of December. Thanks, Max Tasks required to accomplish the scenari 1. Change Message 2. Add Notification 3. Edit On Call Schedules Change Message 1. Connect as a System Administrator using the falcon operator ID. 2. Access Messages using one of the following methods + Inthe System Navigator, expand Menu Navigation. Then, expand Utilities, Administration, followed by Notifications and double-click Messages. + From the System Administrator's Main Menu, click Utilities > Administration > Notifications > Messages. + Type message in the embedded Command Line, then press Enter. In the Class field, type pm. In the Message Number field, type 3. Click Search. Click the record with the Message ID of 3. Pare ‘© 2004 Confident ‘material of Peregrine Systems, Inc 26-1© ix Frew 7. Use this record to create a new message. Use the following screen and table to complete the data entry: = = Field Value Message Number 323 Text Incident %S is a critical priority ticket and has been updated. ‘add| 8. Click Add. 9. Close all open forms by clicking the Close button and return to the System Administrator's Main Menu. Add Notification 1e System Navigator, expand Menu Navigation. Then, expand ration, followed by Notifications and double-click 11. In the Name field, type JM Edit Update, then click Search. 12, Add two new notifications to this event. Use the following screen and table to complete the data entry: ‘iE be Treat. [ogres [codtan Fo, | nay ah | eps [eonre 2 nner fe oto in nabenhie eenomnkeT on pm 323 eunberin gL seventy ctein ffl "©2004 Confidential material of Peregn "a15104© Field Message 1 Message 2 Msg Class pm pm Msg No. 323 323 ‘Arguments number in $Lfile | number in SLfile Condition severity.code in severity.code in SLfile#"1" SL file#"1” Notify Method msg Recipients ‘operator() PRGNAdmin Group File oncall + When will this message get sent? + Why are there two separate lines? seach | 13, Click Save. | 14. Close all open forms by clicking the Close button and return to the System Administrator's Main Menu. Edit On Call Schedules 5each | 15. In the System Navigator, expand Menu Navigation. Then, expand Utilities, Administration, followed by Notifications and double-click On Call Schedules, then click Search. 16. Complete the schedule for Jessica Ballinger. Use the following screen and table to complete the data entry: ‘val echedle ist [ee et Ye Tr Te Tees TT Tried Tet 75104 ‘© 2004 Confidential material of Peregrine Systems, Inc. 263tea Field Value Contact JESSICA.BALLINGER Start (08:00:00 End 17:00:00 Wed true Thu true Fri true Notify Method email 17. Click the Exceptions tab. 18. Add an exception for Jessica Ballinger. Use the following screen and table to complete the data entry: (@ Excepions | [Ceomtact: ‘Start Date End Date Notify Method T Condition THOMPSON, TERESA 03/14/200106:.... 3/14/2001 17... page Field Value Contact BALLINGER, JESSICA Start Date 05/15/03 08:00:00 End Date 12/02/03 17:00:00 Notify Method page idse= | 19. Click Save. [x] 20. Close all open forms by clicking the Close button and return to the System Administrator's Main Menu. 21. Collapse all folders in the System Navigator except the Connection - New_configuration folder. ‘© 2004 Confidential material of Peregrine Systems, Ine “415104Q 22. Click File > Disconnect from New_configuration to disconnect from ServiceCenter. Verification 23. Connect as a System Administrator using the falcon operator ID. 24. In the System Navigator, expand Menu Navigation. Then, expand Services followed by Incident Management and double-click Search Incidents. 25. Open any existing incident ticket. Change the Severity to 1 - Critical. Note: You may be prompted to verify that this is a new incident and not related to another incident. 27. Select a value from the Type drop-down list. Type the corrective actions taken in the Corrective Actions field. see | 28. Click Save. + What message did you receive? Make sure to read all lines of the message. 29. Repeat the verification steps with a different Severity. + Did the new message appear? Note: The On Call Schedule rebuilds every night. The notification cannot be verified until the On Call Schedule is rebuilt. [x] 30. Close all open forms by clicking the Close button and return to the System Administrator's Main Menu. 31. Click File > Disconnect from New_configuration to disconnect from ServiceCenter. For more information about Notification Engine, refer to the ServiceCenter Technical Documentation. 415104 "© 2004 Confidential material of Peregrine Systems, Inc. 255"© 2004 Confidential material of Peregrine Systems, Inc. "a15/04© Peregrine Exercise 27: Creating Macros To: Jennifer Falcon, System Administrator From: — Max Manager, Helpdesk Manager Subject: Sending Notification of Ticket Category Change Jennifer, To oversee the helpdesk, | want you to be notified through SC e-mail when an incident ticket's category is changed. All you need is the ticket number. I've heard ServiceCenter has a utility to accomplish this. Let me know if you have any problems. Thanks, Max Tasks required to accomplish the scenario: 1. Create a macro. 2. Set macro parameters. Create a macro 1, Connect as a Systems Administrator using the falcon operator ID. 2. Access Macros using one of the following methods: + Inthe System Navigator, expand Uti double-click Macros. ies followed by Tools and + On the System Administrator's Main Menu, click Utilities > Tools > Macros. Click Add. Build the base information for a new macro. Use the following screen and table to complete the data entry: svt [iaatarerem FI] Ye Contr: [Berniermamrned | aoe a Sea “5/04 "© 2004 Confidential material of Peregrine Systems, Inc.Macro Name Field Value ‘Category Change Applies When Incidents are Saved Macro Type ‘SCMail 1 Person Macro Condition category in $L.new==category in $L.old [=] 5. Click OK. Set macro parameters 6. Click Set Parameters What message did you receive? 7. Add the parameter information for this macro. Use the following screen and table to complete the data entry: O seate aint, O saenntie synde coon Ocmsrnre Ospestecans J] oceanic Ossett © bcoet anion he Oreste Otrataa rnin, Field ‘Send Mail to Value ‘Specific Operators (selected) Specific Operator falcon ‘© 2004 Confidential material of Peregrine Systems, Inc "ai5/04& Field Value Send Either Incident Number From File (selected) Incident in File number Construct Title by Fixed Title (selected) Title Change of Category Hint: Copy any long expression to the clipboard. If the syntax is incorrect, the macro utility could delete the syntax. If this happens, you can paste it from the clipboard. 8. Click Save. + What message did you receive? [2] 9 Close all open forms by clicking the Close button and return to the System Administrator's Main Menu 10. Click File > Disconnect from New_configuration to disconnect from ServiceCenter. Verification 11. Connect as a Systems Administrator using the falcon operator ID. 12. Open any existing IM ticket 13, Write down the category of the ticket. 14, Click Change Category from the Options menu, as shown in the following screen: 415/04 "© 2004 Confidential material of Peregrine Systems, Inc. rs18. Select a category. 16. Complete required fields as prompted [Bs] 17. Click Save. [Zar] 18. Click OK. 19, Return to the System Administrator's Main Menu. 20. Click Mail. 21. Click Read Mail, then click All Mail + Do you see an email with the Change Category subject? 22. Close all open forms by clicking the Close button and return to the System Administrator's Main Menu. 23. Collapse all folders in the System Navigator leaving only the Connection - New_configuration folder expanded. n to disconnect from 24, Click File > Disconnect from New_configurat ServiceCenter. For more information about macros, refer to the ServiceCenter Technical Documentation. ara "© 2004 Confidential material of Peregrine Systems, Inc 415104& Peregrine Exercise 28: Applying JavaScript To: Jennifer Falcon, System Administrator From: — Max Manager, Helpdesk Manager Subject: Payroll Jennifer, Our payroll department is complaining that we don't include payroll start date when we add new hires to our contacts data. The department had previously used a piece of JavaScript to automatically set the date when the contact was added to the legacy contacts database as the payroll tion date. Try using this piece of code to get the same thing to work in ServiceCenter? Thanks, Max Tasks required to accomplish the scenario: 1. Writing the JavaScript Code. 2. Calling JavaScript from a Trigger. Writing the JavaScript Code 4. Connect as a System Administrator using the falcon operator ID. 2. In the System Navigator, expand Menu Navigation. Then, expand ‘Support and double-click Contacts + What utility of ServiceCenter are you in? + How did you determine this utility? 3. In the Contact Name field, type HENRY, as shown in the following screen: “415104 ‘© 2004 Confidential material of Peregrine Systems, Inc. 28-1eae ar cops Cena Dasqas stent [ea8] 4. Click Add. + What message did you receive? + Note that the Payroll field is empty. 5. Inthe System Navigator, expand System Definition. Then, expand the Files folder and double-click contacts. 6. Right-click the Triggers folder and select New > Trigger. 7. Type before.add.populatedate in the trigger.name field and click OK, as shown in the following screen: one [foe sea Coe | eae pasar Terese een Cen 8. Retum to the System Navigator, right-click the Triggers folder and select, Refresh. 9. Double-click before.add.populatedate visible under Triggers. 10. Type 7 in the Trigger Type field and the following code in the Sc var now=new Date() It field: record.payroll_no = now.toString(); "© 2004 Configential material of Peregrine Systeme, Ine "a/5/04& return true; ee] 11. Click Save. 12, Return to the System Navigator. Calling JavaScript from a Trigger 13. In the System Navigator, expand Menu Navigation. Then, expand Support and double-click Contacts. 14. In the Contact Name field, type HENRY2. is] 15. Click Add and note the change in the Payroll field. aa Devorresinee __] Note: The trigger you just created populates the Payroll field with the date and time the record was created. You can also create a trigger that inserts the date and time a record was updated. This trigger too populates the Payroll field. 16, Retum to the System Navigator and again double-click contacts. 17. Type HENRY in the Contact Name field and press Enter. + Note the date and time in the Payroll field ==] 18. Click Save. + Note that the data in the Payroll field does not change. 19. Return to the System Navigator, right-click the Triggers folder under the contacts file and select New > Trigger. 415104 ‘© 2004 Confidential material of Peregrine Systems, Ine 28-3© 20. Type before.update.populatedate in the trigger.name field and click OK, as shown in the following screen: ee ne [eoc come es (coe 21. Retum to the System Navigator, right-click Triggers folder and select Refresh. 22. Double-click before.update.populatedate visible under Triggers 23. Type 3 in the Trigger Type field and the following code in the Script field: var now=new Date() record.payroll_no = now.toString(); return true; [Ei=] 24. Click Save. 25. Return to the System Navigator. 26. in the System Navigator, expand Menu Navigation. Then, expand ‘Support and double-click Contacts. 27. In the Contact Name field, type HENRY and press Enter. The contact record for HENRY opens. [Eizxe ] 28. Click Save and note the change in the Payroll field. roy "©2004 Confidential material of Peregrine Systems, Inc ‘15104Q Note: The trigger you just created inserts the date and time in the Payroll field to show when the record was updated. 29, Return to the System Navigator. 30. Click File > Disconnect from New_configuration to disconnect from ServiceCenter. For more information on JavaScript, refer to the ServiceCenter Technical Documentation. 415104 ‘©2004 Confidential material of Peregrine System:"©2004 Confidential material of Peregrine Systems, Inc "415/04Peregrine Exercise 29: Using the Breakdown To: Jennifer Falcon, System Administrator From: Max Manager, Helpdesk Manager Subject: Graphical representation of assets Jennifer, The Creative License Department wants to see how ServiceCenter can help them get a better grasp of assets and related issues. Can you use ServiceCenter to show us some graphic representations of our assets? As we'll probably need to use this to show to other departments, could you somehow save them so that we can get back to them easily? Thanks, Max Tasks required to accomplish the scenario: 1. Display graphical representation of Assets and add them to the Favorites and Dashboards folder. Display graphical representation of Assets and add them to the Favorites and Dashboards folder 1. Connect as a System Administrator using the faleon operator ID. 2. Inthe System Navigator, expand Menu Navigation. Then, expand Services > Inventory Management > Resources and double-click Assets. + What utility of ServiceCenter are you in? + How did you determine this utility? | tronse..| 3: Click Search to display the records 4. Click Breakdown > by type from the List Options menu + What is displayed on the screen? ‘415104 ‘© 2004 Confidential material of Peregrine Systems, Inc. 291PRetesh NE roe ove t0 Instal €@3 Mody Cokanns Instal Ingal BB Export to Excel = stl pA exert To He r iratal Seve as box 5 | TFnanaal "@ Outage story 1 attachments 5. Scroll your cursor over different colors of the pie-chart and notice how different Assets are represented by different colors. 6. Drag the Favorite icon from the upper right comer of the editor toolbar and drop it in the System Navigator Favorites and Dashboards folder. @+x ‘onnection - New configuration (& Fovortes and Dashboards @ Asset by ype (ay Menu navigation (ay Services 7. Double-click computer, represented by blue color, on the pie-chart. 8. Click Breakdown > by location from the List Options menu. 9. Scroll your cursor over different colors of the pie-chart and notice how location of computers is represented by different colors. 10. Double-click BLDG2, represented by pink color, on the pie-chart, 11. Click Breakdown > by is.down from the List Options menu 12. Scroll your cursor over different colors of the pie-chart and notice the breakup of computers in BLDG2 for the condition is.down. 13. Drag the Favorite icon from the upper right comer of the editor toolbar and drop it in the System Navigator Favorites and Dashboards folder. ‘©2004 Confidential material of Poregrine Systems, Inc "415/08Ge Favorites and Dashboards @ Asset by i.dow: ty @ Asset by type @% Menu navigation Serves ® Change Management ‘computer" and location="LDG2* 14, Collapse all folders in the System Navigator except the Connection - New_configuration folder. in to disconnect from 15. Click File > Disconnect from New_configurat ServiceCenter. For more information on Using the Breakdown, refer to the ServiceCenter Technical Documentation. "© 2004 Confidential material of Peregrine Syste2o4 "©2004 Confidential material of Peregrine Systems, Ine 5104Peregrine Exercise 30: Using Publish and Subscribe—Static To: Jennifer Falcon, System Administrator From: — Max Manager, Helpdesk Manager Subject: Marquees Jennifer, | want to add a message to the helpdesk main menu that announces how well our helpdesk is doing. I'd like to show the Previous Months Calls and Previous Months First Call Resolution. We also need a fun marquee for company information such as meetings, birthday celebrations, etc. Thanks. Max Tasks required to accomplish the scenari 1. Create static message elements. 2. Publish the messages. Create static messages elements Connect as a System Administrator using the falcon operator ID. 2. Access Forms Designer using one of the methods listed in the Access Methods Job Aid. In the Form field, type menu.gui.atoz.user, then click Search. Click Design. 5. Create elements for the static messages. Use the following screen and table to complete the data entry: ‘415104 ‘© 2004 Confidential material of Peregrine Systems, Inc. 30-150 Using the Create a Forms Design | With the following properties Tool Wrapping label | Wrap Label Caption: Input: $SYSPUB.monthly.num- bers Marquee Marquee Input: SMARQUEE.company.info Elastic: Horizontal Fontincrease: 4 6. Save the form and return to the System Navigator. Publish the messages 7. Inthe System Navigator expand Menu Navigation. Then, expand Utilities, Tools followed by Publishing Utilities and double-click Publish Messages 8. Inthe Variable Name field, type monthly.numbers. Note: $SYSPUB is added to your variable name. 9. In the Message field, type Previous Month Calls Taken: 1782. Previous Month First Call Resolution: 931. 72] 10. Click OK to publish your message. ‘© 2004 Confidential material of Peregrine Systems, Ine. “ai5I04+ What message did you receive? + Where are the data stored? + If the Server were to reinitialize, what would happen to these data? cme | 11, Click Cancel and return to the System Navigator. 12. In the System Navigator double-click Modify Marquees visible under Publishing Utilities. 13. In the Name field, type company. info. 14. In the Color field, select any color from the list. Hint: The marquee background is always black. Brighter colors are easier for a user to view and read. 15. In the Text field, type Monthly birthday celebration will be on the 15th in the cafeteria at 2pm. Invite all internal callers. [ Disconnect from New_configuration to disconnect from ServiceCenter. Verification 19. Connect as an AtoZ user with the JESSICA.BALLINGER operator ID. * Did the static label appear? + Is the marquee message scrolling? + What background process must be running for a marquee to update? 20. Return to the AtoZ User’s Main Menu 21. Click File > Disconnect from New_configuration to disconnect from ServiceCenter. For more information about Publish and Subscribe features, refer to the ServiceCenter Technical Documentation. 415104 "© 2004 Configential material of Peregrine Systems, Inc. 30-3"© 2004 Confidential material of Peregrine Systems, ino 41504© Peregrine Exercise 31: Using Publish and Subscribe—Dynamic To: Bob Helpdesk, Helpdesk Operator From: — Max Manager, Helpdesk Manager Subject: Dynamic display of incident by alert stage Hi Jennifer, want all company managers to have a marquee that updates them continually on ticket numbers based on alert stage. Please don't grant them access to the main system, only display this information. Also, would you see to it that the helpdesk users have the same information on their main menu, but please make that display in chart format, Thanks, Max Tasks required to accomplish the scenari Build an Agent record. Build a Schedule record, Build a Publish and Subscribe form. Activate base buttons on a chart. oe One Create a Serviceinfo user icon. Note: The first step in creating a Dynamic Publish and Subscribe form is building stored queries. This step was accomplished in a previous exercise. Build an Agent record 1. Connect as a System Administrator using the falcon operator ID. ‘4/5104 "© 2004 Confidential material of Peregrine Systems, Inc. 3142. Inthe System Navigator, expand Menu Navigation. Then, expand Utilities, Tools followed by Publishing Utilities and double-click Define Agents. 3. Set up the Agent record to execute a Chart and a Marquee. Use the following screen and table to complete the data entry: Bree tanoue Bansuccowy || Beco” Dstnenen Field Value ‘Agent Name. status.alerts ‘Query Names Status 1 Status 2 Status 3 Status 4 Activate. checked (true) Build Marquee checked Build Chart checked 4. Click the Marquee tab. 5. Type the text to be shown on the marquee. Use the following screen and table to complete the data entry: ——— a "© 2004 Confidential material of Peregrine Systems, Ine “aioThre e+ Ln esis + ets Alt Stage Geen ats lot tage 2° on ats lt tage low Thee xe" + 2 Stress + There 20 Sin Sess + “There oe "+ 4 SLrenits + teats n Cea Alt tae” sa Marquee Text Color ‘There are "+ 1 in $L.results + " tickets in Alert Stage 1” | Green “There are * + 2 in $L.results + “ tickets in Alert Stage 2” | Blue “There are * + 3 in $L.results + * tickets in Alert Stage 3° | Yellow “There are * +4 in $L.results + “ tickets in Deadline Alert | Red Stage” + What is $L.results and what data does it hold? 6. Click Add, + What message(s) did you receive? 7. Close all open forms by clicking the Close button and return to the System ‘Administrator's Main Menu. Build a Schedule record 8 Access Schedules using one of the following methods: + From the Database Manager prompt, type schedule in the File field, then click Search. In the Format Name column, double-click schedule to open the schedule.g form. + Type sch or schedule in the embedded Command Line, then press Enter. Note: When accessing Schedules from the Database Manager prompt, ensure you have selected the Administration Mode check box. This gives you the Add button when using the form. "© 2004 Confidential material of Peregrine Systems, Inc. 313© 9. Create a Schedule record to run the agent queries. Use the following screen and table to complete the data entry. ‘chad Fe = =— ean as en fe Field Value [Name] Agent- Exercise. —SSSCSC~S Class agent ‘Scheduled Class agent Description (optional) This processes the status.alert agent record. Repeat Interval 00:10:00 Application agent.scenter Query status.alerts [eam] 10. Click Add. + What message(s) did you receive? + What file holds the schedule information? [>] 11. Close all open forms by clicking the Close button and return to the System Administrator's Main Menu. ——————————<—<—<—_—_—_—_ 34 "© 2004 Confidential material of Peregrine Systems, Ine aI5I04Build a Publish and Subscribe form 12. Access Forms Designer using one of the methods listed in the Access Methods Job Aid. j%) 13. In the Form field, type menu.gui.atoz.user, then click Search. 14. Click Design. 15. Build elements below the notebook to display the agent information. Use the screen and table below to complete the data entry: Using the Create a Forms Design | With the following properties Tool Chart Chart Input: SCHART:status.alerts Button Base: Yes Base Button ID: 75 Marquee Marquee Input: $MARQUEE status.alerts1 Marquee Marquee Input: $MARQUEE status alerts2 16. Click OK to save the form. 45104 "©2004 Confidential material of Peregrine Systems, Inc.© [] 17: Close all open forms by clicking the Close button and return to the System Administrator's Main Menu. Activate base buttons on a chart Note: The buttons have been tumed on within the properties of the chart element in Forms Designer. To complete the activation, a menu record or display option must be created to run the individual stored que 18. Access the Menu utility using one of the methods found in the Access ‘Methods Job Aid. [xj] 19. In the Format field, type menu.gui.atoz.user, then click Search. 20. Implement the menu options. Use the following screen and table to complete the data entry: Menu Te oecratia Te Tpiesion Yeas Tomine vain 0 Cartas aboce ame carts oe 1 Serene treads mame sine ue 2 rrenamanosr name HOME oo er 2 Sowa. mersianaper ane USER ROLES a om sesepmarage sonal cal lepton | 1S Sytemeuinn tet tey co Locate amare re lcation te pes aatase name ate ue erysored test sabato tre SO Peeky ed. eryered tet nae 52 PassuardReset ——seseachargre name pavers ee at ret eb velaich ema nane vom gue ceca, we ‘©2004 Confidential material of Peregrine Systems, Ino "415/04415104 e $ S a ee = | Application | & & Parameter Value ° f= < 75 | query.stored text | Status 7 76 | query.stored text | Status 2 true 21. Click Save. 22. Close all open forms by clicking the Close button and return to the System Administrator's Main Menu. 23. Collapse all folders in the System Navigator except the Connection - New_configuration folder. 24. Click File > Disconnect from New_configuration to disconnect from ServiceCenter, Verification 25. Connect as an AtoZ user with the JESSICA.BALLINGER operator ID. + Are the Chart and Marquees displaying the correct information? 26. In the chart, click on Button #2. + Is there a list of records returned? 27. Collapse all folders in the System Navigator except the Connection - New_configuration folder. 28. Disconnect from ServiceCenter. For more information about Publish and Subscribe features, refer to the ServiceCenter Technical Documentation. 1© 2004 Confidential material of Peregrine Systems, Inc."©2004 Conficential material of Porogrine Systems, Ine 15104© Peregrine Exercise 32: Creating a New Script To: Jennifer Falcon, System Administrator From: — Max Manager, Helpdesk Manager Subject: Ensuring Accuracy of the Location Data Jennifer, I've been reviewing the Location data and noticed that some information is not being entered properly. | think it's because there are so many fields on the location form and our users just don't know where to start. Can you modify the data entry process so that a user is asked to input specific data depending on whether the location already exists or if it is anew location that needs to be added? It's important that the location data is accurate since so many people rely on what's entered. Please make sure this new step-by-step input process is as intuitive as possible, Thanks. Tasks required to accomplish the scenario: 1. Diagram the script flow. 2. Create the forms 3. Create script definition records. 4. Call the script “415104 (@ 2004 Confidential material of Peregrine Systems, Inc ‘32-1© Diagram the script flow Note: Use the flowchart below for this exercise. New? or Existing? location script torm.4 New? location script def.4 Edeting? How Name location seve form 3 Search Fields location script form.2 location script det 2 location script det 3 Enter Here g Contact information ‘ecation script form 4 Jocaion script de 4 oatong / Address Information Cet Ieeeon sre orm ere Weston sen Set 5 Create the forms Connect as a System Administrator using the falcon operator ID. 2. Access Forms Designer using one of the methods listed in the Access Methods Job Aid. In the Form field, type location. script.form.1, then click New. Click No when asked to use the Form Wizard, Create a Script form. Use the following screen and table to complete the data entry’ 322 "© 2004 Confidential material of Peregrine Systems, Inc. 75/04,Record Type Soahave ciaedteloction ie sec wha yee reer yeared, Oni Record? I cain lows voutowvne pn rocrd gat Formeannareced Fer you ston, BOK pres esto Using the Create a Forms Design | With the following properties Tool Text label Label ption: Record Type Fontincrease: 4 Frame Bevel Frame Caption: Wrapping label | Wrap Label Caption: You have entered the location file. Select what type of record you need Radio button | Radio Button Caption: New Record? Input: $record.type Value: new ‘Wrapping label | Wrap Label Caption: This option allows you to type new record data. Radio button | Radio Button Caption: Existing Record? Input: Srecord.type Value: old ‘Wrapping label | Wrap Label Caption: This option allows you to search for an existing record. ‘Wrapping label | Wrap Label Caption: After your selection, click OK or press Enter to con- tinue. —_——— 75104 ‘© 2004 Confidential material of Peregrine Systems, Inc. 323324 © PNnNe Save the form and return to the Forms Designer prompt. In the Form field, type location.script.form.2, then click New. Click No when asked to use the Forms Wizard. Create a Script form. Use the following screen and table to complete the data entry: Using the Create a Tool Text label Label Forms Design fa With the following properties Caption: Search Fields Fontincrease: 4 Wrapping label | Wrap Label Caption: Here are some general fields to search the location file. You will have the ability to have additional selections after this screen. Text label Label ‘Caption: Location: Fill box Comfill Input: location Text label Label Caption: Location Code: Fill box Comfill Input: location.code ‘© 2004 Confidential material of Peregrine Systems, Inc. “ai5i04475104 & Using the Create a Forms Design | With the following properties Tool Text label Label ‘Caption: Location Name: ill Dox Comfill Input: location.name Text label Label Caption: Primary Contact: Fill box Comfill Input: primary.contact Text label Label Caption: City Input box Text Input: city Text label Label Caption: State Input box Text Input: state Text label Label Caption: Zip Code Input box. Text Input: zip Text label Label Caption: Country Input box Text Input: country ‘Wrapping label | Wrap Label Caption: Once your selections are made, click OK or press Enter to continue. 10. Click OK to exit design mode. 11. Click Link from the Options menu to access the link record. 12. Click Yes to save changes. + What message did you receive? 13. Initiate a simple link for fill options on the form. Use the following screen and table to complete the data entry: : — re ——— 2004 ConfGortal matarar o Perogine Sysera Tn msSource Field Target FormatiFile Target Field primary.contact contacts contact.name. location location location location.code location location.code location.name location location.name [ase] 14. Click Add, 15, Each link line should use the detail page to identify which fields to fil. Use the following steps and tables to complete the data entry. For each link line: a. Click Select Line from the Options menu, b. Type the data from the table. ©. Click Save, then click Back. 16. Update the primary.contact link line using the following table: Source Field Target Field primary.contact contact name 17. Update the location link line using the following table: Source Field Target Field Tocation Tocation’ 18. Update the location. code link line using the following table: Source Field Target Field location.code location.code 19. Update the location.name link line using the following table: Source Field Target Field location.name location.name "© 2004 Confidential material of Peregrine Systems, Inc. "4/5/0420. Click OK to return to the location.script.form.2 form. + What filter must be initiated for link records to work within scripts? 21. Click Format Control from the Options menu, then click New. 22. Save the form and return to the Forms Designer prompt. 23. In the Form field, type location. script.form.3, then click New. 24. Click No when asked to use the Form Wizard. 25. Create a Seript form. Use the following screen and table to complete the data entry’ Using the Create a Forms Design | With the following properties Tool Text label Label Caption: Naming the New Loca: tion Fontincrease: 4 Wrapping label | Wrap Label Caption: Type the following information to begin adding a new location. Text label Label Caption: Location’ input box Text Input: location Text label Label Caption: Location Code: Input box Text Input: location.code Text label Label Caption: Location Name: Input box. Text Input: location.name Wrapping label | Wrap Label Caption: Click OK or press Enter to continue. 415104 ‘© 2004 Confidential material of Peregrine Systems, Inc. 32726. Save the form and return to the Forms Designer prompt. 27. In the Form field, type location. script.form.4, then click New. 28. Click No when asked to use the Form Wizard. 29. Create a Script form, Use the following screen and table to complete the data entry: tact Infeemation Using the Create a Forms Design With the following properties Tool ‘Text label Label Caption: Contact Information Fontincrease: 4 Wrapping label | Wrap Label Caption: Type Contact informa tion for the new location. Click OK or press Enter to continue. Text label Label Caption: Primary Contact: Fill box Comfill Input: primary.contact ‘Text label Label Caption: Phone: Input box Text Input: phone ‘Text label Label Caption: Fax: Input box Text Input: fax Text label Label Caption: Email: Input box. Text Input: email 30. Click OK to exit design mode 31. Click Link from the Options menu to access the link record. [=] 32. Click Yes to save changes. + What message did you receive? 328 ‘E2004 Confidential material of Peregrine Systems, Inc "5104& 33. Initiate a simple link for fill options on the form. Use the following screen and table to complete the data entry: Source Target Format/Fi Target Field primary.contact contacts contact.name. 34. Place the cursor in a field of the new link line, then click Select Line from the Options menu. 35. Update the primary.contact link line to identify which fields to fill. Use the following table to complete the data entry: Source Field Target Field primary.contact contact.name_ ‘email email Gwe] 36. Click Save. 37. Click OK to return to the location.script-form.4 form. 38. Click Format Control from the Options menu, then click New. 39. Save the form and return to the Forms Designer prompt. 40. In the Form field, type location. script.form.5, then click New. 41. Click No when asked to use the Form Wizard. 42. Create a Script form. Use the following screen and table to complete the data entry: 4/5104 ‘© 2004 Confidential material of Peregrine Systems, Inc.Using the Create a Forms Design | With the following properties Tool Text label Label Caption: Address Information Fontincrease: 4 Wrapping label | Wrap Label Caption: Type Address informa- tion for the new location. Click OK or press Enter to continue. Text label Label Caption: Address: Multi-line input | Text Area Input: address field TText label Label Caption: City: Input box Text Input: city Text label Label Caption: State: Input box Text Input: state Text label Label Caption: Zip Code: Input box Text Input: zip Text label Label Caption: Country: Input box Text Input: country 43. Save the form. LJ 44. Close all open forms by clicking the Close button and return to the System Administrator's Main Menu Create script definition records 45. Access Scripts using one of the following methods: ‘© 2004 Confidential material of Peregrine Systems, Inc 415108ai5i08 & + Inthe System Navigator, expand Menu Navigation. Then, expand Utilities followed by Tools and double-click Scripts. + From the System Administrator's Main Menu, click Util Scripts. + Type scripts in the embedded Command Line, then press Enter. ies > Tools > 46. Complete the definitions for the Script forms. The following screen shows the Screen Panel Definition where you need to enter the data: Sete CC Deere 47. Create the location. script.def.1. Use the screen above and the following table to complete the data entry: Field Value Script Name location script.def.1 Form Name location script.form.1 Enter=Continue true 48. Click the Next Script tab. Use the following table to complete the data entry: Field Value Next Script (line 1) location script.def.2 Condition $record.type="old” Next Script (line 2) location script.def.3 Condition true ‘© 2004 Confidential material of Peregrine Systems, Inc. ‘32-1149. Click Add. 50. Update the current form to create location.script.def.2. Use the screen above and the following table to complete the data entry: Field Value Name location.script.def.2 Format location. script.form.2 Enter=Continue true Next Script all blank> Condition 51. Click Add. 52. Update the current form to create location.script.def.3. Use the screen above and the following table to complete the data entry: Field Value Name location. script.def.3. Format location.script form.3 Enter=Continue? true 53. Click the Next Script tab. Use the following table to complete the data entry: Field value Next Script location.script.def.4 Condition true [aad] 54. Click Add. 55. Update the current form to create location.script.def.4. Use the screen above and the following table to complete the data entry: "2004 Confidential material of Peregrine Systems, Inc ‘aisi04Q Field Value ‘Name location.script.def.4 Format location.script.form.4 Enter=Continue? true 56. Click the Next Script tab. Use the following table to complete the data entry: Field Value Next Script location script.def.5 Condition true [ass] 57. Click Add. 58. Update the current form to create location.script.def.5. Use the screen above and the following table to complete the data entry: Field Value Name location.script.def.5 Format location.script.form.5 Enter=Continue? true Next Script Condition [aaa | 59. Click Add. Call the script X] 60. Close all open forms by clicking the Close button and return to the System Administrator's Main Menu. 61. Access Format Control using one of the methods listed in the Access Methods Job Aid. 415104 ‘© 2004 Confidential material of Peregrine Systems, Inc. 3213© 62. In the Name field, type location. Yeas] 63. Click Search 64. Double-click the location record. 65. Call the script from the format control record. Use the following screen and table to complete the data entry: id Value Run Script | Checked (true) initialization | location in Sfile=nullsub(location in Sfile,"Enter a Location") Expressions linet Initialization | $script.name="location.script.def.1” Expressions line2 + What does the syntax accomplish? + Do the expressions have to be in the order provided? Wa] 66. Click Save. 67. Close all open forms by clicking the Close button and return to the System Administrator's Main Menu. x Verification 68. In the System Navigator, expand Menu Navi Support and double-click Locations. + What form is displayed? ion. Then, expand aaa “© 2004 Confidential material of Peregrine Systems, Inc “ai5i04+ Is this the first script form? Fee|] 69. Click Existing Record, then click OK. * Did the ENTER button open the next form? + What form is displayed? 70. Type data into the fields. + Do the Fill buttons work on the input fields? Ve] 71. Click OK. + What form is now displayed? + Did the data populate in the main location form? %] 72. Close all open forms by clicking the Close button and return to the System Administrator's Main Menu. 73. In the System Navigator, double-click Locations visible under Support. Then, select New Record and click OK. + What form displayed? [ee] 74. Type New Location data, then click OK. + Does the Contact Information screen display? ‘7& | 75. Type Contact data, then click OK. + Does the Address Information screen display? ¥& | 76. Type Address data, then click OK. + Are you back at the main location form? + Is the record saved? + What variable stored the information while you progressed through the screens? ‘+ What type of variable is this? X] 77. Close all open forms by clicking the Close button and return to the System Administrator's Main Menu. 78. Collapse all folders in the System Navigator except the Connection - New_configuration folder. 79. Click File > Disconnect from New_configuration to disconnect from ServiceCenter. For more information about scripts, refer to the ServiceCenter Technical Documentation. SNe reer eral ‘415104 ‘© 2004 Confidential material of Peregrine Systems, Inc. 3215