Before you can start using Cloud Service Management (CSM), you will need to create data in the application which is specific to your business. How much and what kind of data will depend on your business. This section will cover common data that is loaded, ways to load certain data, and any security or workflow features that interact or rely on it.
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- Mapping CSM Organizations: CSM organizations should map to how your organization is constructed. You will want to understand how your business sees tickets and what data, if any, is needed for reporting.
- Logos: Logos can be associated with all levels of organization. When a logo is associated with an organization, the logged in user will see that logo when they are logged into CSM. Contacts can be associated with multiple organizations, but the Logo presented will be the Primary Organization's logo. If you create a child organization, it will automatically receive its parent logo. Click here <<change the link to Serviceaide>> for instruction on updating organization logos.
- Organization Based Access Control: Enable organization based access permissions on service desk tickets and Configuration Items that the agents can operate upon.
- Advanced Reports: Use reports to provide ticket metrics at the organizational level.
- Associate CCTI Families: Categories are broken down into four levels: Class, Category, Type and Item (CCTI). A CCTI Family is a group of CCTIs that can be associated with one or more Organizations. This enables limiting CCTI records on tickets based on the Requested For/Requester's organization.
- ADSync: The ADSync Utility helps you download user data from an LDAP server to CSM. If you plan on using ADSync to populate the users in CSM, make sure to create Organizations in CSM first since ADSync will not create them for you. Further, if you have users associated with an organization in your LDAP directory, and that organization does not exist in CSM, the users will not be created in CSM since the utility will be unable to match the organizational profile.
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- Manually: you can create and manage organizations through the CSM application manually. Use this option if you do not have many organizations to manage. Click here <<change the link to Serviceaide>> for additional information on manually creating organizations.
- Bulk Process Data: you can load many organizations at the same time using an XLS or XML template through the CSM application by populating the Organization tab. Use this option if you have a long list of organizations that you can copy and paste into a formatted template. Click here <<change the link to Serviceaide>> for additional information on creating organizations using the bulk import, or refer to the Bulk Load Example in this document.
- Web Service: Web service calls to CSM can create, search, and update organizations. If you have a way of making web service calls automatically, you may want to use web service calls to update CSM organizations.
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- Log into CSM as an Administrator
- Select ManageToolsManage>Tools
- Select Configuration Parameters
- Search for ENABLE_ORGANIZATION_BASED_ACCESS_CONTROL
- Parameter Value = No
An Agent or Analyst will be able to view tickets assigned to any of the Support Groups for which he or she is a member. If tickets do not appear on the Analyst's Ticket Center list, the Analyst is able to use the global search to find any ticket using a keyword or ticket number, and then open and edit the ticket. - Parameter Value = Yes
An Agent or Analyst will be able to view, search, or edit only those tickets which belong to the organizations that Agent is a member of. An Agent will not be able to view and take actions on a ticket belonging to an organization for which the Agent is not a member. The Agent can be directly related to an Organization OR can be indirectly related to an Organization via a Support Group. For example, an Agent related to Organization A can see tickets from Organization A. An agent who is a member of Support Group L1, where Support Group L1 is related to Organization B, will be able to see tickets belonging to Organization B if Support Group L1 is assigned to them.
- Parameter Value = No
Search for ENABLE_CHILD_ORG_BASED_SEARCH
Set the parameter value to Yes if you'd like to allow searching for tickets that belong to child organizations.
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- Manually: you can create and manage groups through the CSM application manually. Use this option if you do not have many groups that need to be created or managed in the application. Click here <<change the link to Serviceaide>> for additional information on manually creating groups.
- Bulk Process Data: you can bulk load groups with the XLS or XML template through the CSM application by populating the Support Groups tab. Organizations must be loaded prior to Groups if you need to link groups to organizations. Refer to the Support Groups Worksheet section in the documentation wiki, located here <<change the link to Serviceaide>>, for additional information on creating groups using the bulk import, or refer to the Bulk Load Example in this document.
- Web Service: Web service calls to CSM can create, search, and update groups. If you have a way of making web service calls automatically, you may want to use web service calls to manage CSM groups.
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- Manually: you can create and manage users through the CSM application manually. Use this option if you do not have many users to manage. Click here <<change the link to Serviceaide>> for additional information on manually creating users.
- Bulk Process Data: you can bulk load users with the XLS or XML template through the CSM application by populating the Contact Persons tab. Organizations and Support Groups must be loaded prior to Contacts if you need to link analysts to groups or contacts to organizations. Click here <<change the link to Serviceaide>> for for additional information on creating users using the bulk import, or refer to the Bulk Load Example in this document.
- Web Service: Web service calls to CSM can create, search, and update users. If you have a way of making web service calls automatically, you may want to use web service calls to update CSM users.
- Active Directory Synchronization: The ADSync utility synchronizes user data from an LDAP server, and imports users and their organization. Click here <<change the link to Serviceaide>> for additional information on ADSync.
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Roles are used to assign privileges to Users or Groups in CSM. If a group or user has a role assigned, the application features or permissions will be granted to those users or groups. For ease of application management, adding support groups and/or contacts to roles offers a more effective way of managing permissions.
There are many pre-defined roles in CSM. New CSM Administrators should review the existing roles before modifying them. When a level of comfort is gained with roles, they can be manually created or modified. See the documentation wiki page here <<change the link to Serviceaide>> for information on creating and managing roles. Roles can be created through bulk import, but only the role names are added. Bulk import will not link roles with groups or users. That will need to be done manually.
Use Roles to:
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- Manually: you can create and manage CCTIs through the CSM application manually. Use this option if you do not have many level of categorization to manage. Click here <<change the link to Serviceaide>> for additional information on manually creating categorization.
- Bulk Process Data: you can bulk load categorizations with the XLS or XML template through the CSM application by populating the Categorizations tab. Refer to the Bulk Load Example in this document for an example of loading CCTIs in bulk.
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Refer to the following documentation wiki page, here, <<Change the link to Serviceaide>> for assistance.
Organizations
- Start with the Organization Tab
- Refer to the documentation wiki for instructions on bulk importing Organizations here. <<Change the link to Serviceaide>>
- Additional Tips on Organization fields:
- Organization Name – plain text field which is required
- Parent Organization (if needed) – plain text field which must match an existing Organization name in the database, or a name listed in the XLS sheet in a previous row.
- If an organization will be a "sibling" to your root Organization, then leave the Parent Organization column empty, as seen below with the first row:
- If an Organization will be a sub-organization to your root Organization or a new organization, then populate the Parent Organization column with the name of your root organization, or the name of the to-be parent organization. The parent organization can be the root organization, since it already exits, or a value listed in the Organization Name column above it. See below example:
- Organization Type must be a valid database value:
- Account Manager - The Organization tab has a link to Users through the Account Manager column. This is a relational field and must point to a valid lastname, first name. If users are not loaded yet, you cannot enter an Account Manager for your Organization. You'll have to do this as an update later.
- Holiday – this field must match a valid holiday in the system. Go to MANAGE, ADMINISTRATION, Tools, Holidays for the current list, or create a new one.
- Exclude From Surveys - the valid values are a yes or a no. Setting this to yes will exclude all contacts related to the organization from ever getting a survey sent to them.
- All other fields are free form text
Support Groups
- For help on populating most group fields, log into CSM and go to the MANAGE, ADMINISTRATION, Tools area. Select Groups and select any field on the default Group detail form. Each field will give you help text on what the field requires. Required fields will have a red star before them.
- The Used For fields, shown below, must have a Yes or No value:
- For help on additional worksheet fields, refer to the documentation wiki page here. <<Change the link to Serviceaide>>
Contact Persons
- The Contact Persons tab maps to Users in CSM. Once loaded you will see them listed under Users when you navigate to MANAGE, ADMINISTRATION, Tools, and click Users.
- The Organization column has an invalid reference to Site/Location. Site and Location are referencing a previous Organizational structure that no longer exists and was replaced with the N-tier structure. The field is still required for Primary Organizational mapping.
- The Relationship column refers to the list of available relationships when associating an Organization to a Contact. See the below screenshot showing the list of relationships.
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Configuration Items and CI Related Contacts
Refer to the documentation wiki for help populating these objects. The following is an example of a populated Configuration Item form. 
The Class, Category, Type, and Item field values on the Configuration Items tab must exist or be listed on the Categorizations tab and associated with Configuration Items. See below screen shot.
For CI Related Contacts, both the CI Name and the Client Defined System User ID must exist. This information is loaded from the Contact Permissions tab and the Configuration Items tabs, which is why CI Related Contacts is loaded after both of those.
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If you have international users of CSM, you may want to have languages other than English available. Refer to the documentation wiki for help populating these columns if you need a language other than English. If you plan to only use English, this tab is not relevant.
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Refer to the documentation wiki page here <<change the link to Serviceaide>> for help on importing assets, models, software, and IP Ranges.
Note that in order to link manufacturers to asset models, they must first exist in CSM. Typically, Vendor and Manufacturer records would be automatically discovered and populated during asset discovery. If you will bulk load models, you will need to manully manually create the necessary manufactures first.
To manually create Manufactures:
- Navigate to MANAGE, ADMINISTRATION, Tools
- Click the Asset sub-tab
- Select Manufacturers
- Select New Manufacturer
- Enter the Name, for example : Dell
- Select Save and Exit
Bulk Process the Data
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Information on installing and using the Active Directory Synchronization can be found on the documentation wiki by clicking here <<change the link to Serviceaide>>. This utility will take users from Microsoft Active Directory or Novell eDirectory and import, update, or inactivate them in CSM. It will also take LDAP attribute fields and populate them in CSM with the contact information.
This example will show how to install and use ADSync with Microsoft Active Directory to populate the CSM Users. The example company is Forward Inc.
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In this test scenario, we are logged onto the LDAP server as an Administrator. We will be installing and running ADSync on this server, but before we do this, we need to make sure Java 8 is installed.
If you don't know whether or not you have Java installed, point your browser to www.java.com and select the Do I have Java? link. If you need the latest version, select Free Java Download and follow the prompts to download and install Java.
Once Java is downloaded and installed you will need to set JAVA_HOME as an environment variable on the ADSync server (in our case the LDAP server) and add it to your PATH statement. See below for an example. 
TIP: To find and use the short path of Java Home:
- Open a command prompt
- cd to the Java home folder
- Type: for /d %I in
do in <.> do @echo %~sI
Step 3: Download and Unzip ADSync
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SSL certificate can be downloaded from the CSM site. They are not included with the ADSync download by default since the SSL certificates expires frequently.
also enclosed is the training video of adding the SSL certificate to AD Sync.
{*}https://www.youtube.com/watch?v=zHsor9SFnqQ&t=19s*
To enable an SSL environment for the ADSync Utility, perform the following steps:
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You may want to do this if you have a lot of system accounts that do not have a givenName populated in AD. The AD field of givenName maps to the CSM field of first name on a user's record. To skip all AD accounts with a null givenName, update the value to:
(&(!(givenName=""))(objectClass=user)(objectClass=person)(objectClass=organizationalPerson)
For a full list of variables in this file, refer to the documentation wiki location here. <<change the link to Serviceaide>>
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You may need to update the attribute_map.list file to define your organizational structure. You can define an org_name using active directory (AD) attributes, static values, or a combination of both.
In the following screen shot, the default org_name value is set appropriately for the sample users, so no updates are necessary. The user shown will be created in the CSM organization Forward Inc.>>FWD Technology Services Ltd.
For additional information on updating the attribute_map.list file, see the documentation wiki page here. <<Change the link to Serviceaide>>
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Run the sync command to test your connection to AD. Since we set send.data=No in the sync.properties file, no data will actually be sent to CSM. From a command prompt, run the sync command from the ad-user-sync\script directory. If you don't get any errors listed, the command worked. 
If you get errors, review the documentation wiki here for help. In the following example, the sync.properties file had an invalid server name in the ldap.gc value. 
When you successfully have a connection, open the sync_data.log.0 and DATA.csv files to make sure your data looks correct. If it does, update the send.data value to yes, and re-run the sync command.
In our example, the following users were populated to the Forward Inc. >> FWD Technology Services Ltd. Organization. 
Note: As mentioned above, if you do not update the login.appender value in the sync.properties file, the users will be created in CSM with a Username value that ends with @2001.com. If you try and update the login.appender value after initially running sync.bat with the default value, the original Users will be deactived deactivated in CSM but will still be linked to the Organization as inactive users. New Users will be created with the correct appended login.appender value and will assume the license type of the inital inactived initial inactive users. This gives the appearance of duplicate records.
