Configuring MyServices with Service Offers and Incident Reporting

This section guides you through configuring MyServices for utilization with service offers and incident reporting. Furthermore, it navigates through the setup to ensure specific portions of Efecte Self-Service product data are updated from Efecte Service Management by employing catalog items.

Managing External Data Fields in Admin UI

Navigate to the Integrations tab in the Admin UI to locate external data fields. Here, administrators have the flexibility to:

• Add a MyServices field
• Add a catalog item
• View existing external data fields

Symbol Guide for Data Field Management:

A catalog item:

MyServices field:

Items marked with "X" are not tied to any service and may be deleted accordingly.

Setting Up MyServices Fields

Efecte Self-Service enables the import of specific user or service information from external systems like Efecte Service Management CMDB and Efecte Identity Management, using MyServices fields. This information may include registered assets, available software catalogs, or email groups that a user can join, enhancing the service request and incident report processes. Note: Utilizing this functionality requires established integrations, such as connectors to Efecte Identity Management or Efecte Service Management.

How to Import Data:
Navigate to Integrations, select External data fields, and add the first object.

Here are the initial, common steps to define any MyServices field, independent of data source:

1. Choose “Add MyServices field” to begin.
2. Name the field descriptively to aid in creating service offers and defining problem categories, like shared folder or workstations.
3. Choose the data source for MyServices field from options like Efecte Identity or Efecte Service Management.

Once defined, MyServices fields are ready for use in Service items and Problem categories.

Important Notes:

• For users, data lists in MyService fields appear in descending order.
• Importing numerous MyService elements may affect ESS performance, so be mindful of data amounts fetched from ESM with configurations.

Using MyServices Fields from Efecte Identity Management

After choosing the Efecte Identity connector as your MyServices fields source:

1. Enter the Data list id, ensuring it matches the Service name in Efecte Identity Management. Validate a service by navigating to: Efecte Identity -> Administration -> Services -> Service Name.
2. Click the Update button. If successful, the 'Roles' name should appear in the External data elements table.

Implementing MyServices Fields from Efecte Service Management

Data from Efecte Service Management may include details like hardware, software, roles, and other user-associated data.

To configure MyServices fields with Efecte Service Management, follow these steps:

1. Folder code: Optionally specify to limit data card search to a particular folder.
2. Template code: Refers to the ESM Template Code, used to fetch all visible data cards with the defined template.
3. Name Attribute Code: This is a friendly name shown to the user. It's often labeled as “Name” in the template.
4. Technical ID Attribute Code: This refers to the unique identifier in the ESM Template. It might be identical to the Name attribute code or be a plain unique ID number.
5. User Attribute: Define it in one of two ways, depending on the data structure in Efecte Service Management.
   1. If the template from which the rest of data is fetched contains also information of the users, then select Code (1)). This refers to an attribute in the ESM template that uniquely identifies the user, such as the user’s email address (e.g. user:email). Note, the user association can be multivalue fields in Efecte Service Management, meaning that one asset can belong to several users.
   2. If the ownership of assets or roles is defined in another template, the Mapped from option can be used to fetch data on which roles a given user has and which are mapped through e.g. the Person template in Efecte Service Management.
      1. Template. Defines the template from which the user attribute and user associations are fetched.
      2. User id attribute code. The attribute that identifies user, preferably email.
      3. Reference attribute code. Containing the information on the assets the user has.
         
6. Filtering Field: Introduce an attribute that references another template in Efecte Service Management, which you can use to create a filtering pair.
7. Additional Information Field: Include up to 300 characters of additional information that can be displayed to the user.
8. Use in My Things: Enable to show the data to the user under the My Things area.
9. Data Cards Included: Choose which data cards are included in the result set: Visible (default), Hidden, or All.

After defining all data, press Update. If the data is successfully imported, MyServices fields become usable, and sample data appears below the configuration.

Utilizing “My Things”

Enabling My Things presents the end user with data from the Efecte Service Management system, with each MyService field configuration needing to be enabled.

When defining MyService data to be shown in the “My Things”, pay attention to ‘Field name’ of the selected MyService, since fields in the My Things area of end user are shown in alphabetical order. There is no hard limit on how many MyService items are used in My Things.

Note: The displayed data depends entirely on ESM−side data modeling. If user data is absent, My Things will not be visible.

Managing “My Employees”

"My Employees" provides managers with a page that consolidates information about their team members, enhancing visibility into aspects like access rights or related assets. Defining visible information on the My Employees page follows a process similar to configuring My Things.

Navigate to Integrations on the ESS admin page, select External data fields, and create a new MyServices field or choose an existing one to display specific employee information to managers.

With a fully configured MyService field, selecting “Use in My Employees” displays the field in the My Employees view, given data is available for the chosen user.

Configuring Catalog Items

Configuring catalog items is conducted in the same area as MyServices configuration. To start creating a new Catalog item, click on the "Add catalog items" button. Note that you can only select connectors from Efecte Service Management (ESM) as a source.

Steps to Create a Catalog Item:

1. Template Code: Refers to the Template Code in ESM. 
   1. This code is utilized to retrieve all visible data cards from ESM with a defined template. 
2. Name Attribute Code: Represents a user-friendly name visible to the admin during selection and definition processes.
   1. It is usually labeled as the “Name” field or similar in the template.
      Note: The field's data type in ESM should be: String.
3. Technical ID Attribute Code: This unique identifier within the ESM Template is crucial as it will be employed in product order placements.
   1. Note: Ensure the field's data type in ESM is: String.
4. Model: Refers to model information intended for end-user visibility.
   1. Checking this means manual input for the model won’t be supported if the catalog item is associated with a service item.
      Note: The field's data type in ESM should be: String.
5. Information Page: This code allows the information page to be mapped to a web address maintained in ESM. 
   1. Only one complete web address is allowed (ensure it starts with http:// or https://). Checking this means manual input for the information page isn’t supported if linked to a service item.
      Note: The field's data type in ESM should be: String.
6. Price: This determines the price displayed to end-users.
   1. Only positive numbers are accepted; negative values will default to 0.
      Checking this means manual input for the price isn’t supported if tied to a service item.
      Note: The field's data type in ESM should be: Decimal number.
7. Monthly Subscription: This refers to the subscription price shown to end-users, positive values only.
   1. Negative values will be adjusted to 0.
      If this option is checked, manual input for the monthly subscription isn’t supported for associated service items.
      Note: Ensure the field's data type in ESM is: Decimal number.