ITSM Alpha Search Block

Searches the Ivanti Neurons for ITSM database for business objects by matching search criteria that callers specify using their phone keypad. The ITSM Alpha Search block associates the caller input string with letters as they would appear on a telephone keypad. For example, the number 2 is associated with the letters A, B, C and digit 2; the number 3 with the letters D,E, F and digit 3; the number 4 with the letters G, H, I and digit 4; etc. This lets callers use letters when specifying search criteria. For example, a caller who wants to search the database for a Profile.Employee business object with the LastName field of Cook can press 2-6-6-5.

Some input strings may have multiple matches in a database. In this scenario, you can either choose to continue processing as if a single match was made, and use the ITSM Next Item block to retrieve each matched item. Or, if your application did not expect to find multiple items, the Multiple Objects Found exit can be used to handle this exception.

This block is for use only with Ivanti Voice/Ivanti Neurons for ITSM (ITSM, CSM, and GMEE) configurations in either premise or SaaS deployments. For details, refer to Configuring Ivanti Voice and Ivanti Neurons for ITSM Integration.

Prompts

The ITSM Alpha Search block has the following prompts:

•Main Prompt - The prompt the block plays when accessed by the voice application.

•Error Prompt - The prompt the block plays if the caller's input does not match any records in the database.

Conditional Exits

The ITSM Alpha Search block has conditional exits to determine the action of the voice application when the following events occur:

•Object Not Found - The block could not find the target object.

•Multiple Objects Found - The block found multiple objects matching the specified search criteria.

•Timeout - The caller exceeded the number retries specified in the Retries field.

Settings

The ITSM Alpha Search block has the following settings:

•Label - Change the name of the block if needed to uniquely identify the use of this block in the application flowchart.

•Connection (Required) - Select the name of the connection to the Foundation application or database you want the block to search. The Default option uses the configured connection (refer to Configuring Ivanti Voice and Ivanti Neurons for ITSM Integration).

•Object Type - The type of business object for which to search.

•Field to Search - The field the block searches in all business objects of the type specified in the Object Type field. Either type the name of the field, or click the browse button and select the field.

•First Digit Timeout - The number of seconds the block waits for a caller to begin input. If the seconds run out before the caller begins input, the block plays the Error prompt, then gives the user another chance to enter input if the number of retries allowed is not exceeded.

•Inter Digit Timeout - The number of seconds the block waits between the entering of digits by the caller. If the seconds run out before the caller enters the next digit, the block plays the Error prompt, then gives the user another chance to enter input if the number of retries allowed is not exceeded.

•Retries - The number of First Digit and Inter Digit timeouts the block allows the caller before routing the call to the Timeout conditional exit.

•Interruptible - Lets the caller enter input to interrupt the prompts this block plays.

•RecId Interaction Property Name - The name of the interaction property in which to save the record ID if the block finds the business object.

Additional Conditions Table

You can mix different types of searches (direct and child) in one ITSM Alpha Search block, and add as many search conditions as you wish. The Conditions table displays each condition as a separate column. Columns are joined by AND for the criteria to be satisfied, the condition in each column must be true for the block to return the business object.

To set a condition:

1.Click the Add Column button. The Add New Column dialog box opens.

2.In the Type drop-down list, select Business Object field if you want the condition to be a direct field search, or Child Business Object field if you want the condition to be a child field search.

If you select Child Business Object field for Type, three fields appear:

•Child object - Enter the type of the child business object containing the child field you want to use as the search key. For example: Address.Phone.

•Child field name - Enter the name of the child field you want to use as the search key.

•Relationship - The name of the relationship between the business objects. Either type the name of the relationship, or select the relationship using the drop-down list below the text field.

3.In the Field Name field, enter the name of the field for which you want to search. Either type the name of the field, or select the field using the drop-down list below the text field.

4.Click the OK button. The condition appears as a column in the table with a link.

5.Click the link. The Set Condition dialog box opens.

6.Complete the logical expression by specifying a logical operator in the Operator drop-down list, and entering the desired value for the field below the operator (if applicable). You can use either a text string or the name of an interaction property enclosed in percent (%) signs.

7.Click OK. The condition appears in the Conditions table.

8.If necessary, add more columns.

Fields to Return Table

The Fields to Return table lets you configure the block to retrieve object fields other than the record ID of objects it finds.

•Field Name - The name of the field to retrieve. Either type the field name, or click the browse button next to the field to access the Field Name dialog box and select a field. The fields the Field Name dialog box lists are based on the business object you selected in the Objects Type field.

•Property Name - The name of the interaction property in which to store the value the voice application retrieves.

To Add Fields and Values to the Table:

•Click the green + icon.

When configuration for this block is complete, click the Update button to apply the settings.