Service Manager

This is the latest version of the help for Ivanti Service Manager 2018. If you cannot find some of the features described in the help, you may be using an older version of the application. To upgrade the application, click here.
To view the help for the latest version of Service Manager, click here

Using the Social Board

•About the Social Board

•Opening the Social Board

•About Social Board Messages and Comments

•Updating Your Social Board Profile

•Working with Teams and Groups

•Creating a Record from the Social Board

•Sharing a Business Object Record

•Activating the Social Board for Customers

About the Social Board

Use the Social Board to post and view messages to other Service Manager users. You can also create conversations amongst users within a team, group, or role. The administrator must activate the Social Board before you can send or receive messages.

The Social Board workspace enables the following:

•Activity streams and real-time feed:

•Notifies affected users when relevant business services are out or degraded.

•Makes users more aware of things that are important to them (such as escalations, status updates, and so on).

•Reduces the time spent on tasks related to finding information and tracking updates.

•Social community and collaboration:

•Encourages users to collaborate and provide peer-to-peer support with both real-time and archival knowledge to drive greater productivity.

•Lets users help each other within a managed community and service as a team.

•Integrated service management workflows:

Create incidents, knowledge articles, or any other standard or custom business object and post updates from business objects.

•Social as PaaS:

Extend the Social Board to custom business objects and business processes.

For social notifications to work correctly, all Service Manager Application Servers should use either HTTP or HTTPS. Service Manager does not support mixed mode.

Opening the Social Board

The administrator must grant you access to the Social Board workspace before you can use it. If you do not see the Social Board button, then your role does not have access to this feature.

To open the Social Board workspace, do the following:

1.Log into the Service Desk Console.

2.Open the Social Board workspace.

After you open the Social Board, you can send and receive messages and utilize the Chat Zone.