- Adaptive Layouts
An Adaptive Layout is a design feature that allows a Form or Dashboard to adapt to different dimensions. Use Adaptive Layouts to design Forms and Dashboards that provide optimal user experiences across a range of devices.
- Approvals
- Attachments
An Attachment is an entity that can be imported and/or linked to for supplement information. Examples include a document, an image, a record, a web page, and a Document Repository.
- Business Hours
Business Hours are defined hours of operation for a service desk (example: Monday-Friday from 8:00 AM to 5:00 PM). In CSM, Business Hours are used to drive Automation Processes and confine Target Times.
- Business Objects
A Business Object is a definition-powered business entity that stores data to help organizations manage their various workflows and business processes. For example, the Incident Business Object embodies everything about an Incident (example: Who initiated it, how it is categorized, to whom it is assigned, etc.).
- Calendars
A Calendar allows you to view time-sensitive Business Object data in a natural format that can be shared with Teams or an organization.
- Color Selector
A Color Selector is a tool that allows users to select from a set of colors and apply them to various elements within CSM (example: Dashboards, Form Controls, Reports). The available sets of colors (Theme, System, Web, and/or Custom) depend on the location in CSM from which the Color Selector is accessed.
- Counters
A Counter is a Token that automatically increases a defined initial value (number) by a defined increment. Counters can be used while designing Forms, Dashboards, Automation Processes, Expressions, and One-Step™ Actions.
- Dashboards
A Dashboard is a configurable, interactive, and insightful console capable of initiating commands and Actions. Dashboards provide real-time, at-a-glance information through the use of filterable, configurable Widgets (Action Catalogs, Websites, Buttons and Links, Command Palettes, Gauges, Matrixes, Search Controls, Search Results, Twitter Feeds, RSS Feeds, and Shapes).
- Document Repositories
A CSM Document Repository is a collection of documents (Attachments) that is used to organize information. One or more Document Repositories can be used on a Portal Site (example: one for support documents and another for product documents). Display a Document Repository as a Portal Startup Item or add an Action to a Site menu bar to display a Document Repository.
- Email
Use CSM email features to keep a record of communication between stakeholders.
- Expressions
An Expression is a combination of explicit values, constants, variables, operators, and functions that receive input, manipulate the data, and then output the data. In other words, an Expression interprets a value, and then produces another value as a result (example: The IncidentDurationInDays Expression calculates the amount of time that elapses between the time an Incident is created and closed).
- Formats
A Format is a Token formula that controls how characters and digits are displayed in a Text Field (example: When and where to include hyphens, parentheses, spaces, and capitalization).
- Grids
A CSM Grid is the data from a Business Object displayed in a table.
- HTML Pages
A CSM HTML Page is an HTML-coded web-like page used to display information on a CSM Customer Portal Site or the CSM Browser Client.
- Image Manager
Use the Image Manager to complete general CSM Item Manager operations for images.
- Item Managers
CSM Item Managers help manage (view, create, edit, organize, or delete) CSM Items such as Dashboards, Saved Searches, and One-Step™ Actions.
- Knowledge Management
CSM Knowledge Management provides a powerful Knowledge Base so that users can find relevant information quickly with or without the use of outside resources. Depending on the configuration of your system, users might also have access to Knowledge through a CSM Portal that allows them to independently solve issues.
- Metrics
A CSM Metric is a stored measurement query whose value can be used to measure, monitor, and predict service desk performance and trends (example: average time to resolve incidents).
- Modifiers
A Modifier is a Token element that changes the visual format or calculated value of a Token in a One-Step™ Action or Expression.
- One-Step Actions
A One-Step™ Action is an entity that initiates one or more defined Actions (example: Create an Incident record).
- Prompts
A Prompt is a display window that requires users to provide information before proceeding with a process or Action (example: Specify the reason for putting an Incident into Pending status).
- Queues
A Queue is a mechanism for routing issues to a particular person or group so the most qualified person can start working on the issue right away.
- Record Locking
Record locking is the ability to prevent record editing (or warn that a record is locked) so multiple users do not make simultaneous changes to the same record. Read-only access is still allowed.
- Reporting
A Report is an aggregation of CSM data that meets defined criteria presented in an exportable, paginated format.
- Rich Text
Rich Text is a capability that enables capturing and storing data with embedded images and text formatting. Formatting capabilities include different fonts, font sizes, styles (bold, italics, underline), and colors. Some page formatting is also supported, including line spacing and indentation.
- RSS Feeds
RSS (Really Simple Syndication) is a standard way of publishing frequently updated information, such as news or blog entries. CSM has the ability to expose data in the RSS format so the results of various searches can be shown within any standard RSS reader on any device.
- Searching
CSM provides an extremely powerful search engine and a host of search tools to help you efficiently and thoroughly search and filter your CSM data to locate a specific record or a set or records.
- Stored Values
A Stored Value is a named entity that stores commonly used information so it can be accessed and/or reused from various places in CSM, such as One-Step™ Actions and Queries.
- System Functions
A System Function is a built-in placeholder Token that dynamically adds variable information to a query or string (example: Current user's name).
- Table Management
Table Management is a tool that allows users to quickly manage (add, edit, and delete) values in a Lookup Object directly from the CSM Desktop Client without the need for a Blueprint.
- Themes
A Theme is a set of colors, fonts, images, and styles that can be used by elements on a Dashboard, Form, Action Catalog, or Portal site to give a cohesive look.
- Tokens
A Token is a dynamic value that controls how information (example: Text, colors, numbers, measurements) is interpreted and displayed throughout the system. Defined values can be used while designing Forms, Dashboards, Automation Processes, One-Step™ Actions, and Fields.
- Twitter
CSM integrates with Twitter™ so users can send and receive text Tweets directly from and in CSM.
- Visualizations
A Visualization is an interactive graphical representation of related data, represented as a relationship chain with colored nodes (boxes) and links (arrows). Defined alerts can also be added to indicate potential risk.
- Widgets
A Widget is a mechanism that displays information about a Dashboard or Portal Site. Example Widget types include: Chart, Gauge, and Button.