Service Manager

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Working with Global Constants

•About Global Constants

•Creating a Global Constant

•Modifying a Global Constant

•Deleting a Global Constant

•Examples of Using Global Constants

•Default Global Constants

About Global Constants

You can define values to be referenced throughout a tenant from the Global Constants workspace.

A common use of a global constant is the ListenerEmailAddress global constant; after you initialize this global constant with an appropriate value, you can use it in fields such as the From Address field in the Send Email quick action. When users receive an incoming message from the Service Desk, you can reply to that email address and the email listener processes the message.

See Default Global Constants for a list of the global constants included in Service Manager.

Creating a Global Constant

1.From the Configuration Console, click Build > Global Constants to open the Global Constants workspace.

2.Click Add. The system adds a blank row at the bottom of the list.

3.Enter information for the new global constant.

Parameter	Description
Name	A unique name for the global constant.
Value	The value for the global constant.
Type	Field type: Text Number Boolean
Description	A description of what the global constant is used for.

4.Click Save.

Modifying a Global Constant

Use caution when changing default global constants, as this might cause unexpected behavior.

1.From the Configuration Console, click Build > Global Constants to open the Global Constants workspace.

2.Double-click the value to modify.

3.Enter the updated value.

4.Click Save.

Deleting a Global Constant

1.From the Configuration Console, click Build > Global Constants to open the Global Constants workspace.

2.Click the delete icon corresponding to the global constant to remove.

Deleting a Global Constant

Examples of Using Global Constants

This section describes the most commonly edited global constants.

•Changing the Service Desk Email

•Changing the Service Desk Manager Login ID

•Changing the Database Loading Display Name

•Using an Image in a Global Constant

•Using Global Constants to Hide Login ID and Password Information

•Creating Global Constants for Multiple Surveys

Changing the Service Desk Email

1.From the Configuration Console, click Build > Global Constants to open the Global Constants workspace.

2.Double-click the text in the Value column of the ServiceDeskMgrEmailAddress row.

3.Replace the text with the email address of the Service Desk sender.

The system now uses this address to send email to and from the Service Desk.

Changing the Service Desk Manager Login ID

1.From the Configuration Console, click Build > Global Constants to open the Global Constants workspace.

2.Double-click the text in the Value column of the ServiceLevelManagerLoginID row.

3.Replace the text with the actual login ID of the Service Desk Manager.

Changing the Database Loading Display Name

1.From the Configuration Console, click Build > Global Constants to open the Global Constants workspace.

2.Double-click the text in the Value column of the ApplicationDisplayName row.

3.Replace the text with the information for users to see when loading the database.

Using an Image in a Global Constant

You can add an image to a global constant, such as adding a company logo to a signature. To do this, convert your image to Base64, which is an image format in text for HTML purposes. You can convert the image through many web applications, or you can convert it using Service Manager by following these steps.

•Converting an Image

•Configuring the Global Constant

Converting an Image

1.Copy an image to the clipboard.

2.Log into the Service Manager Application.

3.Open an incident.

4.Click the Journal tab.

5.Create a new email by clicking New > New Email.

6.Paste the image that you copied to the clipboard into the message area.

7.In the message toolbar, click Source Edit to change the source view. The HTML source appears.

8.Select the image text in the message area and copy it to the clipboard. The image text starts with <img src="data:image/png;base64 and ends with =" alt="">.

9.Click Cancel to dismiss the window and disregard the email.

Configuring the Global Constant

1.From the Configuration Console, click Build > Global Constants to open the Global Constants workspace.

2.Click Add.

3. In the name field, enter the name of the image that you converted (for example, MyLogo).

4. In the value field, paste the image text that you copied from the email message. The image appears. Base64 text appears as an image in a global constant.

5.Reference your global constant as usual.

Using Global Constants to Hide Login ID and Password Information

In certain cases, when you make changes to Service Manager, you must enter your user name and password. When you create and later export the transaction set as part of a package, the package file exposes the user name and password. See Using the ISM Development Project for information about creating, exporting, and importing transaction sets and packages.

To avoid exposing this potentially sensitive information, we recommend that when setting the user name and password for an integration connection, instead of entering a value, you use a global constant. See Viewing, Editing, Cloning, and Deleting Incoming Web Service Connections for an example of using a global constant in this situation.

Creating Global Constants for Multiple Surveys

In instances when you need to create more than one survey for a business object (such as for different types of incidents), you can create a new global constant. Create the new global constant as described in Creating a Global Constant from within the incident or service request business object. For the Name of Survey parameter, select TEXT from the drop-down list. The name must exactly match the name of the survey that you created.

After you have connected each survey to a global constant, edit the workflow to send the correct survey to the appropriate users. For more information, see Setting Up Surveys.