Document Outline

• Introduction
  • Overview
  • Features and benefits
  • SOM architecture
    • Service Desk
    • Self-Service management
    • CMDB management
  • Planning
• Installing SOM
  • Installation prerequisites
    • Hardware requirements
    • Operating system requirements
    • VMware requirements
    • Database requirements
    • IMC Platform requirements
    • Browser requirements
  • SOM installation
    • Installing SOM
    • Deploying CMDB Management and Service Desk
    • To deploy the components using Batch Deploy:
    • Installing SOM Process Designer
• Uninstalling SOM
• Exploring the Service Desk interface
  • Logging in to Service Desk
  • Using the Service Desk toolbar
    • Help
    • Options
    • Lock Display
    • Log Out
  • Using the Service Desk navigation pane
  • Using the Service Desk task pane
    • Filtering
    • Deleting tasks
• My WorkSpace
  • Process Monitoring
  • My Task
  • My Created Processes
  • My Related Processes
  • My Managed Processes
• Process management
  • Process Management tabs
    • Creating a process
    • Creating a process group
  • Process management hierarchy
    • Working with processes
      • Managing user accounts for processes
        • Adding a new account from Process Management
        • User account types
      • Configuring processes
      • Configuring the Default Account Registration Process
      • Executing and managing processes
    • Ungrouped node
    • Network Maintenance Process node
      • VLAN Configuration Changes
      • ACL Configuration Changes
      • iCC Configuration Changes
      • Alarm Process
  • Process settings
    • Enabling email notification
    • Configuring Countersign settings
    • Configuring a Child Process
  • Configuring process groups
• CMDB management
  • CI management
    • Adding a CI to the existing CMDB
    • Modifying a CI
    • Deleting a CI
    • Synchronizing a CI
    • Importing a CI
    • Exporting a CI
  • CI Relation management
    • Viewing the CI relations in a topology
    • Correlating CIs
  • Knowledge Base management
    • Adding a record to the Knowledge Base
    • Modifying a record in the Knowledge Base
    • Deleting a record from the Knowledge Base
    • Adding a filter view to the Knowledge Base
    • Modifying a filter view
    • Deleting a filter view
    • View the latesd 10 Modified Knowledge
  • Question Bank management
    • Adding a record to the Question Bank
    • Modifying a record in the Question Bank
    • Deleting a record from the Question Bank
  • Type management
    • CI type management
      • Adding a CI type
      • Modifying a CI type
      • Deleting a CI type
      • Synchronizing a CI type
      • Generate CI Relations
      • Export to XML
    • CI relation type management
      • Adding a CI relation type
      • Deleting a CI relation type
    • Adding a Knowledge/Question type
    • Matching Rules Management
      • Adding/Modifying a Matching Rule
      • Deleting a Matching Rules
      • Generating CI Relations
• System management
  • User account
    • Viewing user accounts
    • Adding an SOM Self-Service account
      • Adding user accounts from Service Desk
      • User register for an account
      • Adding user accounts from the IMC Platform
      • Adding user accounts in batches
    • Modifying user accounts
    • Deleting user accounts
    • Filtering user accounts
  • Operation log
    • Filtering Operation Logs
    • Deleting Operation Logs
  • Process template
    • Downloading an existing template
    • Uploading a customized process template
  • Process audit
    • Auditing by task
    • Auditing by task handler
  • Issue notice
    • Adding a notice
    • Modifying notices
    • Deleting notices
    • Filtering notices
• Using IMC
  • Assigning IMC operators SOM permissions
  • Managing alarms
    • Manually creating an alarm distribution process
    • Configuring IMC to automatically distribute alarms
    • Processing an alarm distribution request
  • Making Change Requests
    • Configuring an iCC Change Process
      • Submitting a request for changing an iCC configuration
      • Processing the request
    • Configuring an ACL change process
      • Submitting a request for changing an ACL configuration
      • Processing the request
    • Configuring a VLAN change process
      • Submitting a request for changing a VLAN configuration
      • Processing the request
• Examples
  • Assigning operators to processes
  • Filtering
• Frequently Asked Questions
  • What web browser can I use to run the SOM system?
  • What will happen when I refresh a page?
  • When the right and left arrows occur in the task bar to display multiple tasks, why cannot the window display the task bar fully?
  • What shall I do when some nodes in the navigation tree are missing or multiple nodes are expanded at the same time?
  • On the CI type synchronization result page, why does the screen go blank for several seconds when I click the column header to sort the result entries?
  • Why does a field display nothing in the process history area?
  • Why the SOM in the gray theme cannot clearly display links to details?
  • When I expand the repeated operation steps in a process history area, the words and lines overlap. How can I avoid the problem?
  • Why cannot the SOM show the customized grid control every time I log in to the system?
  • What should I pay attention to when performing a query or filter operation?
  • What should I do when "Your permissions are changed, please re-login" appears?
  • Why must the permissions of existing SOM accounts be checked after an SOM upgrade?
  • Why cannot I open the process instance after clicking the process link provided in the email?
  • When I upload a file, the file path is displayed as "C:\fakepath\" instead of the actual directory of the file. Why does this problem occur?
• Acronyms
• Glossary