Table of Contents

Chapter 1 Introduction
Who The Book Is For ............................................................1
What’s in this book...............................................................1
System Language ...................................................................... 2
Developing in Service Manager ........................................... 2
System Navigator ................................................................. 2
Document Engine ................................................................. 2
How Process Works ............................................................ 2
Basic Techniques ................................................................. 2
Data Techniques ................................................................... 2
Usability Techniques ............................................................ 2
System Techniques .............................................................. 2
Understanding files .............................................................. 3
Debugging Service Manager ............................................... 3
Using Clocks ......................................................................... 3
Adding a New Module .......................................................... 3
Sample Feature: Code Editor .............................................. 3
Sample Feature: Training Module ....................................... 3
Sample Feature: Assignment Engine ................................. 3
Sample Requirement ............................................................ 3
Screen Design Standards .................................................... 4
Conventions Used in The Book.................................4
How to Contact Us ......................................................5
Chapter 2 System Language
Variables ......................................................................7
Creating variables ................................................................ 8
Nulls ....................................................................................... 9
Key points about variables .................................................. 9
Naming conventions ............................................................ 9
Variable pools ....................................................................... 9
Global ................................................................................ 10
Thread ............................................................................... 10
Local .................................................................................. 10
 Reserved words................................................................. 10
Basic data types ................................................................. 10
Character ........................................................................... 10
Number .............................................................................. 11
Date/time ........................................................................... 11
Logical ............................................................................... 13
Labels ................................................................................ 13
Compound........................................................................... 13
Array .................................................................................. 13
Advanced: Structure .......................................................... 14
File or record data type ...................................................... 16
Expressions ...............................................................17
Arithmetic expressions ...................................................... 17
Addition (+) ........................................................................ 17
Subtraction (-) .................................................................... 17
Multiplication (*) ................................................................. 17
Division (/).......................................................................... 17
Exponentiation (^) .............................................................. 18
Modulus (%) ...................................................................... 18
String and array expressions ............................................ 18
Logical expressions ........................................................... 18
Relational operators........................................................... 18
Logical operators ............................................................... 19
Statements .................................................................20
Assignment ......................................................................... 20
FOR loop ............................................................................. 20
IF THEN statement .............................................................. 20
IF THEN ELSE statement ................................................... 21
WHILE DO statement .......................................................... 21
Syntax .................................................................................. 21
RAD Functions ..........................................................22
Queries .......................................................................26
The true query..................................................................... 26
False query.......................................................................... 26
NULL query ......................................................................... 26
Query on a Field ................................................................. 26
Compound queries ............................................................. 26
Wildcards ............................................................................ 27
 Javascript ..................................................................27
Chapter 3 Developing in Service Manager
Service Manager objects ..........................................30
Naming standards .....................................................30
Naming objects ................................................................... 30
dbdicts rules: ..................................................................... 31
Format, link, and format control rules: ............................... 31
Menu rules: ........................................................................ 31
Other object rules: ............................................................. 31
Development environment .......................................32
Production........................................................................... 32
Test ...................................................................................... 32
Development ....................................................................... 32
Code control ..............................................................32
Tagging objects .................................................................. 32
Formats: ............................................................................ 33
Format Control, Link: ......................................................... 33
Validity: .............................................................................. 33
Stored Query: .................................................................... 33
Objects: ............................................................................. 33
Macros, Display: ................................................................ 34
Other objects and data: ..................................................... 34
Unload script....................................................................... 34
Revisions............................................................................. 34
Testing .......................................................................34
System testing .................................................................... 35
Application testing ............................................................. 35
Moving into production ............................................35
design standards ......................................................36
Development tips ......................................................36
controlling change ....................................................36
Managing requirements ...........................................37
Process flow ....................................................................... 38
Responsibilities .................................................................. 38
 Service Manager Manager: ............................................... 38
Service Manager Support Team: ....................................... 38
Service Manager User: ...................................................... 39
Service Manager User's Group:......................................... 39
Requirement Sponsor: ....................................................... 39
Process details ................................................................... 39
Submitting a Requirement: ................................................ 39
Reviewing User Requests: ................................................ 39
The User's Group Meeting: ................................................ 40
The SST Developer ........................................................... 40
Software Change Request ................................................. 40
User requirements .............................................................. 40

Chapter 4 System Navigator

Manuevering the system Navigator ........................42
Favorites and Dashboards................................................. 42
Menu Navigation ................................................................. 42
Changing Favorites and Dashboards .....................43
Query Definition .................................................................. 45
Audience............................................................................ 45
Normalize Queries ............................................................. 46
Editing a Favorites ............................................................. 47
Add a new view ................................................................. 47
Viewing Selections ............................................................ 48
Double Clicking a Favorite................................................. 48
Viewing properties ............................................................. 49
Dashboards ......................................................................... 49
Folders ................................................................................ 52

Chapter 5 Document Engine

Background ...............................................................55
Basics .........................................................................55
Creating the Display .................................................56
Displaying a Search State .................................................. 56
Displaying the Open State ................................................. 57
Displaying a List ................................................................. 58
Displaying a Single Record ............................................... 59
Database operations.................................................60
 security ......................................................................62
Category.....................................................................62
Phase ..........................................................................62
Page history...............................................................63
Alerts ..........................................................................63
files used by alerts ............................................................. 63
Object ................................................................................ 63
Alert ................................................................................... 63
AlertDef.............................................................................. 63
notification ......................................................................... 64
Alertlog .............................................................................. 64
category ............................................................................. 64
phase ................................................................................. 64
Setting the alert .................................................................. 64
Processing the alert ........................................................... 65
Activities ....................................................................65
SC Manage .................................................................65
Notifications ..............................................................65
Approvals ...................................................................65
Files ..................................................................................... 65
ApprovalDef ....................................................................... 66
Approval ............................................................................ 66
ApprovalLog ...................................................................... 66
Approval Process .............................................................. 66
Setup ................................................................................. 66
Group action ...................................................................... 66
Locking ......................................................................66
Document Engine Techniques ................................66
Setting up page history ...................................................... 66
Adding alerts....................................................................... 69

Chapter 6 How Process Works

Executing a Process .................................................73
Adding a displayoption to call a Process ......................... 73
 Calling a Process From a Displayoption .......................... 75
Calling a Process from Format Control ............................ 76
When to Use Process ...............................................77
Eliminating Duplicates ....................................................... 79

Chapter 7 Basic Techniques

Mandatory Fields ......................................................82
Enforcing an entry of Any Value ....................................... 82
Example 1: Using format control ........................................ 82
Example 2: Using Data Policy ........................................... 83
Enforcing valid values with a combo box ........................ 84
Enforcing with a FILL ......................................................... 86
Example 1: Using Queries in format control ...................... 86
Example 2: Using RTECALLS in format control ................ 87
Example 3: Using data policy ............................................ 88
Enforcing an entry within a range ..................................... 89
Example 1: Using validations in format control .................. 89
Example 2: Using calculations and validations in format control 90
Conditional enforcement ................................................... 92
Formatting for display ..............................................92
Formatting a telephone number ........................................ 92
Formatting a Payroll number ............................................. 94
Formatting money .............................................................. 96
Formatting dates ................................................................ 96
Displaying time only ........................................................... 98
Disallowing special characters in a field .......................... 99
Creating a dropdown list.................................................. 101
Example 1: Use format control ........................................ 101
Example 2: Use globallists............................................... 102
Calculating a value ........................................................... 103
Removing seconds from a time ...................................... 104
Separating first and last names ...................................... 105
Capitalize first letter of a string ....................................... 107
Remove unwanted characters ......................................... 108
Security ....................................................................109
Restricting access to a file .............................................. 109
Restricting access to certain records ............................. 110
Hiding data ........................................................................ 111
Example 1: Use format control ........................................ 111
 Example 2: Use data policy ............................................. 112
Example 3: Use DVD ....................................................... 113

Chapter 8 Data Techniques

Working with arrays ................................................115
Eliminating duplicates from an array .............................. 115
Sorting an array ................................................................ 117
Making a single string from an array .............................. 118
Making an array from a single string .............................. 119
Build difference lists ........................................................ 120
Queries .....................................................................123
Controlling fields to query on.......................................... 123
Scripting a query .............................................................. 124
Searching any place in a record...................................... 126
Find string application ..................................................... 127
Auditing ....................................................................128
Keeping a list of who and when ...................................... 128
Maintaining an audit log................................................... 130
Keeping a copy of selected data ..................................... 133
Maintaining a complete audit .......................................... 136
Time ..........................................................................139
End of the day ................................................................... 139
Assignment clocks ........................................................... 141
Calculate with calendar .................................................... 144
Manipulating data ...................................................144
Updating associated records .......................................... 144
Data policy ........................................................................ 146

Chapter 9 Usability Techniques

Working with links ..................................................149
Multiple fields to build the fill query ............................... 150
Virtual joins ....................................................................... 153
Virtual join list with add/update capability ..................... 155
Add query to virtual join .................................................. 158
Showing a count of software ........................................... 159
Filling into an array with a query ..................................... 160
Fill into a structure ........................................................... 163
Fill from different files ...................................................... 164
 VIP message ..................................................................... 165
Login ........................................................................167
Login pop-up survey ........................................................ 167
User interface ..........................................................171
Temporary check boxes................................................... 171
User-defined inbox ........................................................... 171
Product type...................................................................... 175
Use a Table for Mandatory fields .................................... 177
Universal Code Table ....................................................... 180
Password reset ................................................................. 182

Chapter 10 System Techniques

System .....................................................................187
Custom bitmaps ............................................................... 187
Mandanten......................................................................... 189
Copying a file .................................................................... 190
Causing an Abend ............................................................ 191
Custom Excel Feed .......................................................... 192
Create a New Macro Type ................................................ 199
Notifications ............................................................200
On Screen Messages ....................................................... 200
Email an individual ........................................................... 203
Send a future email .......................................................... 205
Use Email for Paging........................................................ 207
Calling windows applications ................................209
From a menu ..................................................................... 209
From format control ......................................................... 210
From displayoption .......................................................... 210
Miscelaneous...........................................................211
Find RAD Parameter Values ............................................ 211
Fill in Catalog info ............................................................ 213
Show Names in a List ...................................................... 217
Trigger Applications ...............................................218
How triggers work ............................................................ 218
Adding a trigger ................................................................ 218
trigger.apm.expire ............................................................ 219
trigger.counter .................................................................. 219
 trigger.invoke.auditor ....................................................... 219
trigger.event.record .......................................................... 219
trigger.stamp.record ........................................................ 220
Schedules ................................................................220
Schedule set up ................................................................ 220
us.count.connections ...................................................... 220
us.calc.delta ...................................................................... 221
IOEVENTS ................................................................222
Defining an ioevent .......................................................... 222
Calling ioevents ................................................................ 222
Defining an Action ............................................................ 222
Setting up ioevents .......................................................... 223
Key points ......................................................................... 223

Chapter 11 Understanding Files

The File Structure ...................................................225
dbdict................................................................................. 225
The dbdict view................................................................ 226
Data Policy ........................................................................ 228
The System Navigator view ...................................228
Other control files ...................................................230
Object ................................................................................ 230
joindef................................................................................ 231
Using page records .......................................................... 232
Common name .................................................................. 232
Cascade updates .............................................................. 232
Example........................................................................... 233

Chapter 12 Debugging Service Manager

General Troubleshooting .......................................235
Understand the problem .................................................. 235
Analyze the problem ........................................................ 235
Isolate the problem........................................................... 236
Identify the cause ............................................................. 236
Fix the problem ................................................................. 236
Test .................................................................................... 236
Using the debugger ................................................236
 Starting the debugger ...................................................... 236
Finding the screen id ....................................................... 238
Viewing displayscreen record ......................................... 238
Format control .........................................................239
Conditions ......................................................................... 239
Syntax problems............................................................... 239
Logic problems ................................................................. 240
Queries .............................................................................. 241
Calculations ...................................................................... 241
JavaScript ......................................................................... 241
Validations ........................................................................ 242
Subroutines....................................................................... 242
Common problems .......................................................... 242
Links .........................................................................243
Fills/finds ........................................................................... 243
Button is grayed out......................................................... 243
No results of a fill ............................................................. 243
The fill cannot be performed ............................................ 243
Nothing fills in after selecting from the list........................ 243
The wrong field fills in after selecting from the list ........... 244
Viewing the query ............................................................ 244
Virtual joins ....................................................................... 244
No link record .................................................................. 244
Using a format name instead of a file name .................... 244
Incorrect or missing format .............................................. 244
No data displayed ............................................................ 244
Wrong field name in the link ............................................ 245
Macros ......................................................................245
Check the condition ......................................................... 245
Statements with $L.new only ........................................... 245
Statements with $L.old .................................................... 245
Scheduler issues ....................................................247
Scheduler Process ........................................................... 247
Running a schedule record ............................................. 248
Problems with Process ..........................................248
Displayoptions ........................................................249
Stack overflow .........................................................249
 Viewing a format genout ........................................249
Login problems .......................................................251
Logging in ......................................................................... 251
Login Techniques ............................................................. 251
Common (and uncommon) problems ...................252
Data problems................................................................... 252
Query not returning record .............................................. 252
Display problems.............................................................. 252
Entering statements ......................................................... 252

Chapter 13 Using Clocks

Service Manager Clocks ........................................255
Clocks using applications ............................................... 257
Clocks Using Code ........................................................... 258
Starting a clock ................................................................ 258
Stopping a clock .............................................................. 259
Using pmstatus .......................................................260
Using pmstatus with any file ........................................... 261
Example........................................................................... 261

Chapter 14 Adding a Module

Designing the module ............................................267
Database file ..................................................................... 267
Formats ............................................................................. 268
Integration ......................................................................... 268
Able to relate to other modules ........................................ 268
Can be displayed in an inbox........................................... 268
Has an open process ....................................................... 268
Has an update process .................................................... 268
Has a close process ........................................................ 268
Uses the advanced search feature .................................. 269
Steps to creature the module ................................269
Basic file definition........................................................... 269
Create a dbdict ................................................................ 269
Formats/format controls/links ......................................... 270
Master format control/link ................................................ 270
View format ...................................................................... 272
 View format control .......................................................... 273
View link .......................................................................... 274
Open format/format control/link ....................................... 274
Open format..................................................................... 274
Open format control ......................................................... 275
Open link ......................................................................... 276
Close format .................................................................... 276
Close format control......................................................... 277
Close link ......................................................................... 277
Search format .................................................................. 277
Search format control ...................................................... 278
Search link ....................................................................... 278
QBE format ...................................................................... 279
Manager format ............................................................... 279
Process definitions .......................................................... 281
Initial Process .................................................................. 281
Open Process .................................................................. 282
Update Process ............................................................... 282
Close Process ................................................................. 283
Search Process ............................................................... 283
Manager integration ......................................................... 283
Add screlconfig record ..................................................... 284
Create displayscreens ..................................................... 284
View screen ..................................................................... 284
Open screen .................................................................... 285
Close screen.................................................................... 286
Search screen ................................................................. 287
List screen ....................................................................... 288
Add manage options ........................................................ 290
Create States records ...................................................... 291
View State ....................................................................... 291
List State.......................................................................... 291
Open State ...................................................................... 291
Close State ...................................................................... 292
Search State .................................................................... 292
Create the Object record .................................................. 292
Create a search configuration record ............................. 293
Setup the environment ..................................................... 293
Number .............................................................................. 293
Test the module ......................................................294
Unload ............................................................................... 295
Chapter 15 Sample Feature: Code Editor
How it Works ...........................................................297
Example ...................................................................298
How the Compiler Works .......................................306
Possible Enhancements ........................................308
Chapter 16 Sample Feature: Training Module
How it Works ...........................................................309
Courses ....................................................................310
User records ............................................................313
Lessons ....................................................................314
Selecting and showing a course ..................................... 320
Script to present the lessons .......................................... 321
Quizzes .....................................................................331
Dbdict for quizzes............................................................. 331
Selecting and showing a quiz.......................................... 335
Define the scripts ............................................................. 335
menu .........................................................................343
Creating the menu ............................................................ 343
Create the stored queries ................................................ 343
Using the Training module ....................................344
Creating a course ............................................................. 344
Creating a Quiz ................................................................. 344
Unload ......................................................................345
Chapter 17 Sample Feature: Assignment Engine
How it Works ...........................................................348
Creating the Assignment Engine ..........................348
Customizing the Engine .........................................355
Use lookup only ................................................................ 355
Change the fields in the table .......................................... 356
To remove a field: ............................................................ 356
 To add a field: .................................................................. 356

Chapter 18 Sample Requirement

Classes of modifications .......................................359
Format and validation changes .............................361
New formats ...................................................................... 361
Modified formats............................................................... 361
Functional changes ................................................361
New functions ................................................................... 361
Modify existing functions ................................................ 362
Notifications ...................................................................... 362
Data changes ...........................................................362
Changes to data................................................................ 362
New data ............................................................................ 363

Chapter 19 Screen Design Standards

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