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Table of Contents

Chapter 1 Introduction

Who The Book Is For ............................................................ 1Whats in this book............................................................... 1

System Language ...................................................................... 2Developing in Service Manager ........................................... 2System Navigator ................................................................. 2Document Engine ................................................................. 2How Process Works ............................................................ 2Basic Techniques ................................................................. 2Data Techniques ................................................................... 2Usability Techniques ............................................................ 2System Techniques .............................................................. 2Understanding files .............................................................. 3Debugging Service Manager ............................................... 3Using Clocks ......................................................................... 3Adding a New Module .......................................................... 3Sample Feature: Code Editor .............................................. 3Sample Feature: Training Module ....................................... 3Sample Feature: Assignment Engine ................................. 3Sample Requirement ............................................................ 3Screen Design Standards .................................................... 4

Conventions Used in The Book................................. 4How to Contact Us ...................................................... 5

Chapter 2 System Language

Variables ...................................................................... 7Creating variables ................................................................ 8Nulls ....................................................................................... 9Key points about variables .................................................. 9Naming conventions ............................................................ 9Variable pools ....................................................................... 9

Global ................................................................................ 10Thread ............................................................................... 10Local .................................................................................. 10

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Reserved words ................................................................. 10Basic data types ................................................................. 10

Character ........................................................................... 10Number .............................................................................. 11Date/time ........................................................................... 11Logical ............................................................................... 13Labels ................................................................................ 13

Compound........................................................................... 13Array .................................................................................. 13Advanced: Structure .......................................................... 14

File or record data type ...................................................... 16Expressions ...............................................................17

Arithmetic expressions ...................................................... 17Addition (+) ........................................................................ 17Subtraction (-) .................................................................... 17Multiplication (*) ................................................................. 17Division (/) .......................................................................... 17Exponentiation (^) .............................................................. 18Modulus (%) ...................................................................... 18

String and array expressions ............................................ 18Logical expressions ........................................................... 18

Relational operators........................................................... 18Logical operators ............................................................... 19

Statements .................................................................20Assignment ......................................................................... 20FOR loop ............................................................................. 20IF THEN statement .............................................................. 20IF THEN ELSE statement ................................................... 21WHILE DO statement .......................................................... 21Syntax .................................................................................. 21

RAD Functions ..........................................................22Queries .......................................................................26

The true query ..................................................................... 26False query.......................................................................... 26NULL query ......................................................................... 26Query on a Field ................................................................. 26Compound queries ............................................................. 26Wildcards ............................................................................ 27

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Javascript ..................................................................27Chapter 3 Developing in Service Manager

Service Manager objects ..........................................30Naming standards .....................................................30

Naming objects ................................................................... 30dbdicts rules: ..................................................................... 31Format, link, and format control rules: ............................... 31Menu rules: ........................................................................ 31Other object rules: ............................................................. 31

Development environment .......................................32Production........................................................................... 32Test ...................................................................................... 32Development ....................................................................... 32

Code control ..............................................................32Tagging objects .................................................................. 32

Formats: ............................................................................ 33Format Control, Link: ......................................................... 33Validity: .............................................................................. 33Stored Query: .................................................................... 33Objects: ............................................................................. 33Macros, Display: ................................................................ 34Other objects and data: ..................................................... 34

Unload script ....................................................................... 34Revisions............................................................................. 34

Testing .......................................................................34System testing .................................................................... 35Application testing ............................................................. 35

Moving into production ............................................35design standards ......................................................36Development tips ......................................................36controlling change ....................................................36Managing requirements ...........................................37

Process flow ....................................................................... 38Responsibilities .................................................................. 38

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Service ManagerManager: ............................................... 38Service ManagerSupport Team: ....................................... 38Service ManagerUser: ...................................................... 39Service ManagerUser's Group:......................................... 39Requirement Sponsor: ....................................................... 39

Process details ................................................................... 39Submitting a Requirement: ................................................ 39Reviewing User Requests: ................................................ 39The User's Group Meeting: ................................................ 40The SST Developer ........................................................... 40

Software Change Request ................................................. 40User requirements .............................................................. 40

Chapter 4 System Navigator

Manuevering the system Navigator ........................42Favorites and Dashboards................................................. 42Menu Navigation ................................................................. 42

Changing Favorites and Dashboards .....................43Query Definition .................................................................. 45

Audience ............................................................................ 45Normalize Queries ............................................................. 46

Editing a Favorites ............................................................. 47Add a new view ................................................................. 47Viewing Selections ............................................................ 48

Double Clicking a Favorite................................................. 48Viewing properties ............................................................. 49Dashboards ......................................................................... 49Folders ................................................................................ 52

Chapter 5 Document Engine

Background ...............................................................55Basics .........................................................................55Creating the Display .................................................56

Displaying a Search State .................................................. 56Displaying the Open State ................................................. 57Displaying a List ................................................................. 58Displaying a Single Record ............................................... 59

Database operations.................................................60

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security ......................................................................62Category .....................................................................62Phase ..........................................................................62Page history...............................................................63Alerts ..........................................................................63

files used by alerts ............................................................. 63Object ................................................................................ 63Alert ................................................................................... 63AlertDef.............................................................................. 63notification ......................................................................... 64Alertlog .............................................................................. 64category ............................................................................. 64phase ................................................................................. 64

Setting the alert .................................................................. 64Processing the alert ........................................................... 65

Activities ....................................................................65SC Manage .................................................................65Notifications ..............................................................65Approvals ...................................................................65

Files ..................................................................................... 65ApprovalDef ....................................................................... 66Approval ............................................................................ 66ApprovalLog ...................................................................... 66

Approval Process .............................................................. 66Setup ................................................................................. 66Group action ...................................................................... 66

Locking ......................................................................66Document Engine Techniques ................................66

Setting up page history ...................................................... 66Adding alerts ....................................................................... 69

Chapter 6 How Process Works

Executing a Process .................................................73Adding a displayoption to call a Process ......................... 73

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Calling a Process From a Displayoption .......................... 75Calling a Process from Format Control ............................ 76

When to Use Process ...............................................77Eliminating Duplicates ....................................................... 79Chapter 7 Basic Techniques

Mandatory Fields ......................................................82Enforcing an entry of Any Value ....................................... 82

Example 1: Using format control ........................................ 82Example 2: Using Data Policy ........................................... 83

Enforcing valid values with a combo box ........................ 84Enforcing with a FILL ......................................................... 86

Example 1: Using Queries in format control ...................... 86Example 2: Using RTECALLS in format control ................ 87Example 3: Using data policy ............................................ 88

Enforcing an entry within a range ..................................... 89Example 1: Using validations in format control .................. 89Example 2: Using calculations and validations in format control 90

Conditional enforcement ................................................... 92Formatting for display ..............................................92

Formatting a telephone number ........................................ 92Formatting a Payroll number ............................................. 94Formatting money .............................................................. 96Formatting dates ................................................................ 96Displaying time only ........................................................... 98Disallowing special characters in a field .......................... 99Creating a dropdown list.................................................. 101

Example 1: Use format control ........................................ 101Example 2: Use globallists ............................................... 102

Calculating a value ........................................................... 103Removing seconds from a time ...................................... 104Separating first and last names ...................................... 105Capitalize first letter of a string ....................................... 107Remove unwanted characters ......................................... 108

Security ....................................................................109Restricting access to a file .............................................. 109Restricting access to certain records ............................. 110Hiding data ........................................................................ 111

Example 1: Use format control ........................................ 111

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Example 2: Use data policy ............................................. 112Example 3: Use DVD ....................................................... 113

Chapter 8 Data TechniquesWorking with arrays ................................................115

Eliminating duplicates from an array .............................. 115Sorting an array ................................................................ 117Making a single string from an array .............................. 118Making an array from a single string .............................. 119Build difference lists ........................................................ 120

Queries .....................................................................123Controlling fields to query on .......................................... 123Scripting a query .............................................................. 124Searching any place in a record ...................................... 126Find string application ..................................................... 127

Auditing ....................................................................128Keeping a list of who and when ...................................... 128Maintaining an audit log................................................... 130Keeping a copy of selected data ..................................... 133Maintaining a complete audit .......................................... 136

Time ..........................................................................139End of the day ................................................................... 139Assignment clocks ........................................................... 141

Calculate with calendar .................................................... 144

Manipulating data ...................................................144Updating associated records .......................................... 144Data policy ........................................................................ 146

Chapter 9 Usability Techniques

Working with links ..................................................149Multiple fields to build the fill query ............................... 150Virtual joins ....................................................................... 153Virtual join list with add/update capability ..................... 155

Add query to virtual join .................................................. 158Showing a count of software ........................................... 159Filling into an array with a query ..................................... 160Fill into a structure ........................................................... 163Fill from different files ...................................................... 164

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VIP message ..................................................................... 165Login ........................................................................167

Login pop-up survey ........................................................ 167User interface ..........................................................171

Temporary check boxes................................................... 171User-defined inbox ........................................................... 171Product type...................................................................... 175Use a Table for Mandatory fields .................................... 177Universal Code Table ....................................................... 180Password reset ................................................................. 182

Chapter 10 System Techniques

System .....................................................................187Custom bitmaps ............................................................... 187Mandanten......................................................................... 189Copying a file .................................................................... 190Causing an Abend ............................................................ 191Custom Excel Feed .......................................................... 192Create a New Macro Type ................................................ 199

Notifications ............................................................200On Screen Messages ....................................................... 200Email an individual ........................................................... 203Send a future email .......................................................... 205

Use Email for Paging ........................................................ 207

Calling windows applications ................................209From a menu ..................................................................... 209From format control ......................................................... 210From displayoption .......................................................... 210

Miscelaneous...........................................................211 Find RAD Parameter Values ............................................ 211Fill in Catalog info ............................................................ 213Show Names in a List ...................................................... 217

Trigger Applications ...............................................218How triggers work ............................................................ 218Adding a trigger ................................................................ 218trigger.apm.expire ............................................................ 219trigger.counter .................................................................. 219

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trigger.invoke.auditor ....................................................... 219trigger.event.record .......................................................... 219trigger.stamp.record ........................................................ 220

Schedules ................................................................220Schedule set up ................................................................ 220us.count.connections ...................................................... 220us.calc.delta ...................................................................... 221

IOEVENTS ................................................................222Defining an ioevent .......................................................... 222Calling ioevents ................................................................ 222Defining an Action ............................................................ 222Setting up ioevents .......................................................... 223Key points ......................................................................... 223

Chapter 11 Understanding Files

The File Structure ...................................................225dbdict ................................................................................. 225

The dbdict view ................................................................ 226Data Policy ........................................................................ 228

The System Navigator view ...................................228Other control files ...................................................230

Object ................................................................................ 230joindef ................................................................................ 231Using page records .......................................................... 232Common name .................................................................. 232Cascade updates .............................................................. 232

Example........................................................................... 233

Chapter 12 Debugging Service Manager

General Troubleshooting .......................................235Understand the problem .................................................. 235Analyze the problem ........................................................ 235Isolate the problem ........................................................... 236

Identify the cause ............................................................. 236Fix the problem ................................................................. 236Test .................................................................................... 236

Using the debugger ................................................236

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Starting the debugger ...................................................... 236Finding the screen id ....................................................... 238Viewing displayscreen record ......................................... 238

Format control .........................................................239Conditions ......................................................................... 239Syntax problems ............................................................... 239Logic problems ................................................................. 240Queries .............................................................................. 241Calculations ...................................................................... 241JavaScript ......................................................................... 241Validations ........................................................................ 242Subroutines....................................................................... 242

Common problems .......................................................... 242Links .........................................................................243

Fills/finds ........................................................................... 243Button is grayed out ......................................................... 243No results of a fill ............................................................. 243The fill cannot be performed ............................................ 243Nothing fills in after selecting from the list........................ 243The wrong field fills in after selecting from the list ........... 244Viewing the query ............................................................ 244

Virtual joins ....................................................................... 244No link record .................................................................. 244Using a format name instead of a file name .................... 244Incorrect or missing format .............................................. 244No data displayed ............................................................ 244Wrong field name in the link ............................................ 245

Macros ......................................................................245Check the condition ......................................................... 245

Statements with $L.new only ........................................... 245Statements with $L.old .................................................... 245

Scheduler issues ....................................................247Scheduler Process ........................................................... 247Running a schedule record ............................................. 248

Problems with Process ..........................................248Displayoptions ........................................................249Stack overflow .........................................................249

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Viewing a format genout ........................................249Login problems .......................................................251

Logging in ......................................................................... 251Login Techniques ............................................................. 251

Common (and uncommon) problems ...................252Data problems ................................................................... 252Query not returning record .............................................. 252Display problems .............................................................. 252Entering statements ......................................................... 252

Chapter 13 Using Clocks

Service Manager Clocks ........................................255Clocks using applications ............................................... 257Clocks Using Code ........................................................... 258

Starting a clock ................................................................ 258Stopping a clock .............................................................. 259

Using pmstatus .......................................................260Using pmstatus with any file ........................................... 261

Example........................................................................... 261

Chapter 14 Adding a Module

Designing the module ............................................267Database file ..................................................................... 267Formats ............................................................................. 268Integration ......................................................................... 268

Able to relate to other modules ........................................ 268Can be displayed in an inbox ........................................... 268Has an open process ....................................................... 268Has an update process .................................................... 268Has a close process ........................................................ 268Uses the advanced search feature .................................. 269

Steps to creature the module ................................269Basic file definition ........................................................... 269Create a dbdict ................................................................ 269Formats/format controls/links ......................................... 270

Master format control/link ................................................ 270View format ...................................................................... 272

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View format control .......................................................... 273View link .......................................................................... 274Open format/format control/link ....................................... 274Open format ..................................................................... 274Open format control ......................................................... 275Open link ......................................................................... 276Close format .................................................................... 276Close format control......................................................... 277Close link ......................................................................... 277Search format .................................................................. 277Search format control ...................................................... 278Search link ....................................................................... 278QBE format ...................................................................... 279Manager format ............................................................... 279

Process definitions .......................................................... 281Initial Process .................................................................. 281Open Process .................................................................. 282Update Process ............................................................... 282Close Process ................................................................. 283Search Process ............................................................... 283

Manager integration ......................................................... 283Add screlconfig record ..................................................... 284

Create displayscreens ..................................................... 284View screen ..................................................................... 284Open screen .................................................................... 285Close screen .................................................................... 286Search screen ................................................................. 287List screen ....................................................................... 288Add manage options ........................................................ 290

Create States records ...................................................... 291View State ....................................................................... 291List State .......................................................................... 291Open State ...................................................................... 291Close State ...................................................................... 292Search State .................................................................... 292

Create the Object record .................................................. 292Create a search configuration record ............................. 293Setup the environment ..................................................... 293Number .............................................................................. 293

Test the module ......................................................294Unload ............................................................................... 295

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Chapter 15 Sample Feature: Code Editor

How it Works ...........................................................297Example ...................................................................298How the Compiler Works .......................................306Possible Enhancements ........................................308

Chapter 16 Sample Feature: Training Module

How it Works ...........................................................309Courses ....................................................................310User records ............................................................313Lessons ....................................................................314

Selecting and showing a course ..................................... 320Script to present the lessons .......................................... 321

Quizzes .....................................................................331Dbdict for quizzes ............................................................. 331Selecting and showing a quiz .......................................... 335Define the scripts ............................................................. 335

menu .........................................................................343Creating the menu ............................................................ 343Create the stored queries ................................................ 343

Using the Training module ....................................344Creating a course ............................................................. 344Creating a Quiz ................................................................. 344

Unload ......................................................................345

Chapter 17 Sample Feature: Assignment Engine

How it Works ...........................................................348Creating the Assignment Engine ..........................348Customizing the Engine .........................................355

Use lookup only ................................................................ 355Change the fields in the table .......................................... 356

To remove a field: ............................................................ 356

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To add a field: .................................................................. 356

Chapter 18 Sample Requirement

Classes of modifications .......................................359Format and validation changes .............................361

New formats ...................................................................... 361Modified formats ............................................................... 361

Functional changes ................................................361New functions ................................................................... 361Modify existing functions ................................................ 362Notifications ...................................................................... 362

Data changes ...........................................................362

Changes to data ................................................................ 362New data ............................................................................ 363

Chapter 19 Screen Design Standards

Background .............................................................365Design standard ......................................................365

General .............................................................................. 365Font .................................................................................... 366Labels ................................................................................ 366Input fields ........................................................................ 366Array Field ......................................................................... 367Multi-line text boxes ......................................................... 367Frames ............................................................................... 367Tables ................................................................................ 368Notebooks ......................................................................... 368Radio buttons ................................................................... 369QBE lists............................................................................ 369