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Customizing the Service Manager Online Help

Only on-premise users can customize the Service Manager online help. This topic does not apply to Cloud users.

This topic describes how to customize the Service Manager online help.

About Customizing the Service Manager Online Help

Online Help File Structure

Modifying the Ivanti Online Help

About Customizing the Service Manager Online Help

If you are an on-premise user, you can customize the Service Manager online help content to accommodate your specific needs.

Each time that you update to a new release of Service Manager, the online help files are replaced by the online help that is delivered with the software. Therefore, we recommend that you keep a copy of your modified online help files in a separate location. After you have updated your application with a new release of Service Manager, you can replace the default online help with your saved customized online help files. Use a file comparison tool (such as FreeFileSync or ExamDiff) to locate new online help topics.

We recommend that you have knowledge and experience with HTML if you are going to customize the online help.

Online Help File Structure

The Service Manager online help is composed of HTML (.htm) files, among other types (.js, .xml). We recommend that you only modify the HTML files, as changing other files could break the online help application. It is alright to add your own images.

The Service Manager online help topics are located in the following folders:

Content: Contains the online help HTML files. These can be changed as needed.

Common: Contains topics that are common to all readers.

Configure:  Contains topics in the Configure and Administer help sections.

Reference: Contains topics in the Reference help section.

SelfService: Contains topics in the Self Service help section.

ServiceDesk: Contains topics in the Service Desk help section.

Resources:

GLOBAL_Images, Images: Contain the images used in the online help. You can replace these as needed.

MasterPages: Do not modify anything in this directory.

PageLayouts: Do not modify anything in this directory.

Snippets: Do not modify anything in this directory.

Stylesheets: The stylesheet used is called HEAT.css. You can add your styles to this file.

TableStyles: Do not modify anything in this directory.

Videos: Contains videos created for specific procedures. You can replace them with your own videos.

Data: Contains the search index, the CSH alias files, and other needed files. Do not modify anything in this directory.

Resources: Contains the scripts used to run the help application. Do not modify anything in this directory.

Skins: Contains the skin options used in the help application. Do not modify anything in this directory.

Modifying the Ivanti Online Help

Before you begin, we strongly recommend that you make a copy of the online help files. Failure to do so could cause data loss.

1.Within an HTML or text editor (such as Notepad), open the specific Service Manager online help file to change.

2.Modify the file as needed. Only modify the file between the <body></body> tags.

3.Click Save.

4.Make a copy of the updated file.

Working with Online Help Systems

Every user role in Service Manager has its own help links, which affect what you see when you click Help.

To see the help links for a user role:

1.From the Configuration Console, click Configure > Users and Permissions > Roles and Permissions.

2.Under Role Name, click Admin.

3.Scroll down to Help Links.

The help links include the following values or controls:

Value or Control Definition and Usage
Copy Links

Adds the help links from the specified role to this role.

Reorders the help links.
Language

Select the languages for added help links.

Link Indicates the URL or path to the help file.
Category Adds and names a menu item that places the help link in a sub-menu.
Enable Check to display the link in the Help menu. Un-check to hide the link.
Adds a new, blank help link.
Deletes an added help link.

Installing Your Own Online Help

You can create your own online help and set the Help menu to display to it.

1.From the Configuration Console, click Configure > Users and Permissions > Roles and Permissions.

2.Under Role Name, click Admin.

3.Scroll down to Help Links.

4.Click the add icon.

5.Select the languages for your help link. Click not set and check the boxes of the languages you want. When you select a language, the help menu only shows the help links associated with that language when you switch to that locale. See Changing the Language or Locale.

6.(Optional) Enter a title and link, and a category. If you leave the default not set, the help link path appears in the Help menu. Your link must be a valid URL or path to your help file. If you want to link to one of the default help files, copy-and-paste its path.

7.Check Enable to display your link in the Help menu.

8.Click Save.

At this point, administrators can access the installed help files. If you want other roles to access them also, you must edit the help links for each of those roles.

Copying Help Links from One Role to Another

This task assumes that you have added a new help link to the Administrators role as described in the procedure above.

1.From the Configuration Console, click Configure > Users and Permissions > Roles and Permissions.

2.Under Role Name, click the role to which you want to copy the newly added help link.

3.Scroll down to Help Links.

4.Click Copy Links and choose Administrators.

5.The help links from Administrators now appear among the help links for this role.

6.Click Save.

Modifying the Online Help Menu

1.From the Configuration Console, click Configure > Users and Permissions > Roles and Permissions.

2.Under Role Name, click the role whose Help menu you want to modify.

3.Scroll down to Help Links.

4.Choose the action you want to perform.

Adding a Category to the Help Menu

When you add a category, the help links appear as a sub-menu under the category. The help menu below has been modified to show multiple versions of the help.

Help Menu without Category

Help Menu with a Category Added

To add a category, input a category name for each enabled help link and then click Save.

Note that by default, only administrators can see the admin help, only users logged in with the Self Service role can see Self-Service Portal help, and all other roles can only see the user help.

Changing the Text of the Help Menu

To make the help link appear in the Help menu, check Enable and then click Save.

To make the help link disappear from the Help menu, uncheck Enable and then click Save.

To change the name of a help link, enter a new name under Title and then click Save.

Verifying Your Changes

To see your modified Help menu, you must use the role for which you made the changes.

If your user account is not linked to the role you need:

Log in as a user that is linked to that role.

Link that role to your user account. See Working with Employees.

To verify your changes, return to the Service Manager Application, choose the role, and click your browser's refresh button. Then click Help.


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