Logging In or Accessing Records Using URLs

Service Manager

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Logging In or Accessing Records Using URLs

•About Logging In or Accessing Records Using URLs

•Syntax Definitions Used in the URLs

•Examples

•Logging In Using URLs with Authentication

•Accessing FAQs and Knowledge Articles

•Self-Service Portal URLs

•Additional Examples

About Logging In or Accessing Records Using URLs

You can log into Service Manager by clicking a URL that has been sent to you by email, by pasting the link in the address field of a browser, or by clicking a link that has been embedded in your company web page. You can also log in the same way, by clicking URLs that take you to your authentication or identity provider page, and then log into Service Manager from there.

URLs not only take you to the Service Manager login page, but they can also log you in with a specified role, and take you to a specified business object workspace and even a specified record in that business object workspace.

You can also embed a URL in your intranet to access Service Manager with or without authentication. See Setting Up Anonymous Login.

Syntax Definitions Used in the URLs

In the use case examples, the URL syntax is as follows:

https://tenant_URL/Login.aspx?
ProviderName=authentication_provider_name
&Role=role
&Scope=workspace
&CommandId=command
&ObjectType=table_name
&CommandData=IncidentNumber,%3D,0,10647,string,AND|

Use an ampersand (&) in between syntax elements. The syntax elements after the URL can be in any order.

Syntax	Description
https://tenant_URL/Login.aspx?	Specifies the URL for your tenant to access Service Manager. This is usually followed by /Login.aspx?.
ProviderName=authentication_provider_name	Specifies the name of the identity provider as named in the authentication provider record.
Role=role	Specifies the role for the user to log in with. Can be: Self Service Service Desk Manager Service Desk Analyst Admin testanonymous Use the role name and not the corresponding display name. If the user does not exist in the system, the system creates the user according to the default role specified for the authentication provider. This parameter is optional: If a user is only assigned to one role, the system automatically uses the default role. If the user is assigned to more than one role, the system uses the role information stored in the cookies on the system.
Scope=workspace	Specifies the business object workspace to access upon logging in. Can be: ObjectWorkspace SelfService
CommandId=command	Specifies the command. Can be: LoadRecord Search SearchOffering OpenMyItem CreateRecord ShowKnowledgeArticle ShowArticle ShowRequest New Open NewIssue ShowAll NewServiceRequestByOfferingId NewServiceRequest NewExternalRequest LoadServiceRequestDraft The RecID is used in the Load Record option to take the user to the record identified by the record identifier. Search searches for a record or records with a specific value, which in the examples provided are by incident owner and incident summary. If there are multiple records that match the search criteria, then those records appear in the list view.
ObjectType=table_name	Specifies the table name in the database. Must be followed by %23 which is the URL encoding for #. Can be any of the following: Incident Problem Change FAQ Task
&CommandData=Field_Name, Condition,Condition_Type,Field_Value, Field_Type, Join_Rule\|	Comma separated values. Contains the following items in order: Field name, for example, the owner or subject (summary) Condition Condition type Field value Field type Join rule Object ID
Condition	Escaped string. = Equal to != Not Equal to > Greater than < Less than >= Greater or Equal <= Less or Equal -> Begin with {} Contains !{} Does Not Contain 0 Is Empty !0 Is Not Empty () In List !() Not In list >< In range
ConditionType	By field = 0 By text = 1
JoinRule	AND OR
Escaped condition strings	escape('=') "%3D" escape('>') "%3E" escape('<') "%3C" escape('=') "%3D" escape('!=') "%21%3D" escape('>') "%3E" escape('<') "%3C" escape('>=') "%3E%3D" escape('<=') "%3C%3D" escape('->') "-%3E" escape('{}') "%7B%7D" escape('!{}') "%21%7B%7D" escape('0') "0" escape('!0') "%210" escape('()') "%28%29" escape('!()') "%21%28%29" escape('><') "%3E%3C"

Examples

Opening Incident Records Where the Owner is a Specific User

In this example, the user is directed to the Service Manager login page. After logging in, the Incident workspace shows records in which the administrator or the specified user is the incident owner.

https://tenant_URL/Login.aspx?
Scope=ObjectWorkspace
&CommandId=Search
&ObjectType=Incident%23
&CommandData=Owner,%3D,0,username,string,AND|

Opening Incident Records in Which the Summary Value Contains the Words "Printer not working"

In these examples, the user is directed to the Service Manager login page. After logging in, the Incident workspace shows records in which the Summary field contains the specified words "Printer not working".

https://tenant_URL/Login.aspx?
Scope=ObjectWorkspace
&CommandId=Search
&ObjectType=Incident%23
&CommandData=Summary,%7B%7D,0,Printer not working,string,AND|

Opening a Specific Incident Record in a Specific Role

In this example, the user is directed to the Service Manager login page. After logging in, the incident record referenced in the URL appears. In this example, the record ID is 10475.

https://tenant_URL/Login.aspx?
&Role=role
&Scope=ObjectWorkspace
&CommandId=Search
&ObjectType=Incident%23
&CommandData=IncidentNumber,%3D,0,10475,string,AND|#

Opening a Specific Record in a Specific Workspace in a Specific Role

https://tenant_URL/Login.aspx?
ProviderName=authentication_provider_name
&Role=ServiceDeskManager
&Scope=ObjectWorkspace
&CommandId=Search
&ObjectType=Incident%23
&CommandData=IncidentNumber,%3D,0,10647,string,AND|

In this example, the system directs the user to the login page of the provider where the user is logged in as a Service Desk Manager. After logging in, the system redirects the user to the incident record that is referenced in the URL. If the user is not a Service Desk Manager, the system logs the user in as the default role, which is admin. If the user is not an administrator, the system displays the role selection page.

Opening a Specific Workspace in a Specific Role

https://tenant_URL/Login.aspx?
ProviderName=authentication_provider_name
&Role=SelfService
&Scope=SelfService
&CommandId=Search
&ObjectType=Announcement%23
&CommandData=Status,%3D,0,Published,string,AND|#

In this example, the system redirects the user to the Service Manager home page from the identity provider page and logs the user into Service Manager in the Self Service role. The Self-Service Portal displays the Announcements workspace with the published announcements.

Opening a Specific Record in a Specific Workspace in the Self-Service Portal

https://tenant_URL/Login.aspx?
ProviderName=authentication_provider_name
&Scope=SelfService
&Role=SelfService
&CommandId=OpenMyItem
&ItemType=Incident
&ItemId=49C31F151AE8433797C12A867108D28E

In this example, the system directs the user to the Service Manager home page from the identity provider page and logs the user into Service Manager in the Self Service role. The Self-Service Portal displays the My Items workspace with the incident record specified in the URL.

To open the same record in the Self-Service Portal using your identity provider, from a link sent via a Send Email quick action or any link embedded in the quick action definition, use this syntax:

$(ServerURL())/Login.aspx?
ProviderName=authentication_provider_name
&Scope=SelfService
&Role=SelfService
&CommandId=OpenMyItem
&ItemType=Incident
&ItemId=$RecId

Confirm access from your identity provider page.

Logging In Using URLs with Authentication

After you have configured authentication providers in Service Manager, users can log into Service Manager in various ways. See Working with ADFS/SAML.

•Accessing HEAT via the Provider Login Page

•Logging in Through Your Identity Provider Page

•Logging in Through an Embedded Link on Your Web Page

•Getting a Record Identifier

•Accessing HEAT from a Customer Website

Accessing HEAT via the Provider Login Page

https://tenant_URL/Login.aspx?
ProviderName=authentication_provider_name

In this example, the user is redirected to the Service Manager home page from the identity provider page and is logged into Service Manager in the default role specified in the authentication record.

Logging in Through Your Identity Provider Page

You must already have an account with the third-party identity provider, for example, Google, Yahoo, Okta, and so on. You must have set up the authentication provider in Service Manager, as described in Setting Up Users for Authentication.

You can log into Service Manager via your identity provider page using your external login authentication.

If the user is not in the system, the system can create an employee record from a URL sent via email if you have selected autoprovisioning in the identity provider record configuration. The system creates the user in the specified role, team, and status that you set up in the autoprovisioning section of setting up identity providers.

1.Open the Service Manager login page. The links to the authentication providers you define appear.

2.Click the relevant provider link to go to the authentication provider login page (for example, Okta). The login page for your identity provider appears.

3.Enter your login name for the authentication provider. The Service Manager application login page appears, listing the roles assigned to you.

Sample Login Role List

4.Select a role and click Continue to open the application.

Logging in Through an Embedded Link on Your Web Page

You must have an account with the third-party identity provider, for example, Google, Yahoo, Okta, and so on. For a sample ADFS configuration, see Working with ADFS/SAML. For a sample SAML configuration using Okta, see Working with ADFS/SAML. You must already set up the authentication provider in Service Manager, as described in Working with ADFS/SAML.

1.In your web page, enter the following:

<asp:Content ID="BodyContent" runat="server" ContentPlaceHolderID="MainContent">

<h2>Welcome to My Sample Application</h2>

<p>Click the following link

<a href="https://tenant_URL/Login.aspx?ProviderName=Provider_Name" title="ADFS HEATSoftware Login">HEAT Software Service Manager Login</a>

</p>

</asp:Content>

Replace the title with the link that the user will click to go to the provider page.

2.Click the link to view your account provider page.

3.From your account provider page, log into Service Manager.

Getting a Record Identifier

You can get the unique record identifier (RecID) in the following ways:

•Enter the following Microsoft SQL query in your server:

select Business_Object_name.RecId from Business_Object_name where Business_Object_name.Business_Object_namenumber='record_number'

For example, to get the RecID of an incident record, for example, incident record 10002, enter:

select Incident.RecId from Incident where Incident.IncidentNumber='10002'

•In the Quick Action Edit window, click the Insert a Field tab, then click the Fields folder of a business object. Scroll down to where you see RecID, then drag and drop it into a Send Email quick action, for example.

When the email is sent as defined by a business rule, for example, the RecID is included in the email.

Accessing HEAT from a Customer Website

The following example describes how you can embed a link to the Service Manager login page in your intranet.

1.Open the page (with a text editor) where the login page reference needs to be embedded.

2.Create an iframe with the source pointing to https://tenant_URL/saaslogin.aspx.

3.In the query string, provide appropriate parameter values for the following (these are the only query string parameters that you can use):

•refererURL: The URL to which the user is redirected after logging out of Service Manager.

•bg: The background color for the login page.

For example:

https://tenant_URL/saaslogin.aspx?refererURL=

http://www.company_name.com&bg=white

Accessing FAQs and Knowledge Articles

The following are the direct URL expressions for accessing FAQs and knowledge articles.

•Accessing a Knowledge Article Using an Anonymous Login

•Listing All Knowledge Articles of a Specific Category or Sub-Category

•Direct Links to Service Requests

•All Incidents Where Customer is Admin

•All Incidents Where Owner is Admin

•Incident with IncidentNumber=10001

•All Incidents with VIP Set to True or False

•With OpenRecord Option - Search with RecID

Accessing a Knowledge Article Using an Anonymous Login

For a knowledge article:

https://tenant_URL/Login.aspx?
Scope=SelfService
&Role=testanonymous
&CommandId=ShowKnowledgeArticle
&Id=$RecId

For example:

https://tenant_URL/Login.aspx?
Scope=SelfService
&Role=testanonymous
&CommandId=ShowKnowledgeArticle
&Id=A5407509EC9747E6BA1CC754E079B1D5

For an FAQ:

https://tenant_URL/Login.aspx?
Scope=ObjectWorkspace
&Role=testanonymous
&CommandId=Search
&ObjectType=FAQ%23
&CommandData=RecID,%3D,0,$RecId,string,AND|#

For example:

https://tenant_URL/Login.aspx?

Scope=ObjectWorkspace
&Role=testanonymous
&CommandId=Search
&ObjectType=FAQ%23
&CommandData=RecID,%3D,0,203F2655F6A8403D8160C49C01709073,string,AND|#

Listing All Knowledge Articles of a Specific Category or Sub-Category

https://tenant_URL/Login.aspx?

Scope=SelfService

&Role=SelfService
&CommandId=ShowKnowledgeCategory
&CategoryId=CategoryRecId
&SubCategoryId=SubCategoryRecId
&AppFrame=true|false

Direct Links to Service Requests

Use the following code to create a new service request:

https://tenant_URL/Login.aspx?

Scope=SelfService

&Role=SelfService
&CommandId=New
&Tab=ServiceCatalog
&Template=<OfferingRecID>

Use the following code to navigate to the Service Catalog workspace:

https://tenant_URL/Login.aspx?

Scope=SelfService

&Role=SelfService
&CommandId=Open
&Tab=ServiceCatalog

Use the following code to navigate to the search page:

https://tenant_URL/Login.aspx?

Scope=SelfService

&Role=SelfService
&CommandId=Open
&Tab=Search

Use the following code to navigate to the search page and perform a search using a passed-in string:

https://tenant_URL/Login.aspx?

Scope=SelfService

&Role=SelfService
&CommandId=Search
&Tab=Search
&SearchString=SearchString

Use the following code to navigate to the Knowledge workspace.

https://tenant_URL/Login.aspx?

Scope=SelfService

&Role=SelfService
&CommandId=Open
&Tab=Knowledge

Use the following code to navigate to the Knowledge workspace and perform a search using a passed-in string:

https://tenant_URL/Login.aspx?

Scope=SelfService

&Role=SelfService
&CommandId=Open
&Tab=Knowledge
&SearchString=SearchString

Use the following code to navigate to the Knowledge workspace and open a knowledge article:

https://tenant_URL/Login.aspx?

Scope=SelfService

&Role=SelfService
&CommandId=Open
&Tab=Knowledge
&ItemId=ItemRecID

Use the following code to navigate to a business object workspace:

https://tenant_URL/Login.aspx?

Scope=SelfService

&Role=SelfService
&CommandId=New
&Tab=ObjectRef

Use the following code to navigate to a business object workspace and open a record:

https://tenant_URL/Login.aspx?

Scope=SelfService

&Role=SelfService
&CommandId=Open
&Tab=ObjectRef
&ItemId=ItemRecID

Use the following code to navigate to a business object workspace and create a record:

https://tenant_URL/Login.aspx?

Scope=SelfService

&Role=SelfService
&CommandId=New
&Tab=ObjectRef
&Template=TemplateRecID

All Incidents Where Customer is Admin

https://tenant_URL/Login.aspx?

Role=role
&Scope=ObjectWorkspace
&CommandId=Search
&ObjectType=Incident%23
&CommandData=LoginId,%3D,0,Admin,string,AND|

All Incidents Where Owner is Admin

https://tenant_URL/Login.aspx?

Role=role
&Scope=ObjectWorkspace
&CommandId=Search
&ObjectType=Incident%23
&CommandData=Owner,%3D,0,Admin,string,AND|#1349251100591

Incident with IncidentNumber=10001

https://tenant_URL/Login.aspx?
Role=role
&Scope=ObjectWorkspace
&CommandId=Search
&ObjectType=Incident%23
&CommandData=IncidentNumber,%3D,0,10001,string,AND|#

All Incidents with VIP Set to True or False

Boolean value has to be 1 or 0 passed

VIP is true:

https://tenant_URL/Login.aspx?
Role=role
&Scope=ObjectWorkspace
&CommandId=Search
&ObjectType=Incident%23
&CommandData=IsVIP,%3D,0,1,Boolean,AND|

VIP is false:

https://tenant_URL/Login.aspx?
Role=role
&Scope=ObjectWorkspace
&CommandId=Search
&ObjectType=Incident%23
&CommandData=IsVIP,%3D,0,0,Boolean,AND|

Incident with CreatedDateTime Greater Than 1/1/12

https://tenant_URL/Login.aspx?

Role=role
&Scope=ObjectWorkspace
&CommandId=Search
&ObjectType=Incident%23
&CommandData=CreatedDateTime,%3E,0,1/1/2012,date,AND|

With OpenRecord Option - Search with RecID

https://tenant_URL/Login.aspx?
Scope=ObjectWorkspace
&CommandId=LoadRecord
&ObjectType=Incident%23
&CommandData=RecId, 2A33CC809D96404F84B25A7780FD8F3A

https://tenant_URL/Login.aspx?

Role=role
&Scope=ObjectWorkspace
&CommandId=LoadRecord
&ObjectType=Change%23
&CommandData=RecId%2c7A0217065C074AC58195846CEF80F1A8

Self-Service Portal URLs

•Self-Service Portal: Create a New Issue

•Self-Service Portal: Create a New Service Request

•Self-Service Portal: Create a New External Request

•Self-Service Portal: Load a Service Request Draft

•Self-Service Portal: Navigate to the Service Catalog Workspace

•Self-Service Portal: Navigate to the Service Catalog Workspace and Show All Service Requests

•Self-Service Portal: Navigate to the Search Page

•Self-Service Portal: Navigate to the Search Page and Perform Search Using a Passed-In String

•Self-Service Portal: Navigate to the Knowledge Workspace

•Self-Service Portal: Navigate to the Knowledge Workspace and Show All Knowledge Articles

•Self-Service Portal: Navigate to the Knowledge Workspace and Perform a Search Using a Passed-In String

•Self-Service Portal: Navigate to the Knowledge Workspace and Open a Knowledge Article

•Self-Service Portal: Navigate to the My Items Workspace

•Self-Service Portal: Navigate to the My Items Workspace and Open a Record

•Self-Service Portal: Navigate to a Business Object Workspace

•Self-Service Portal: Navigate to a Business Object Workspace and Open a Record

•Self-Service Portal: Navigate to a Business Object Workspace and Create a Record