1. This is Halloween [Skin system] Witch Inc Version 0.4 Note: You have to blame Laurent Matheo for this :p

2. This, is, Halloween [Skin system] Witch Inc  Summary:  Presenting users,  Presenting skins per users,  How the skin system is working?  How can we have several active skins at a same time?  SRDS, triggers and product ordering examples Note: You have to blame Laurent Matheo for this :p

3. Presenting users Witch Inc  We have four users:  Appadmin  Permission: Administrator, SRM admin, full permissions / rights / roles,  Company: Calbro Services,  Role here: Request designer, approver and so on,  Amelie  Permission: request user,  Company: Lucy In The Sky Inc,  Thomas  Permission: request user,  Company: Calbro Services,  Paulette  Permission: request user,  Company: Calbro Services,  What happens when the three « request user » login at the very same time?

4. Request console [For Amelie] Witch Inc

5. Request console [For Thomas] Witch Inc

6. Request console [For Paulette] Witch Inc

7. How the skin system is working? Witch Inc There is a default skin delivered with ITSM 7,7 b2, you can find it in « AR System Skins »

8. How the skin system is working? Witch Inc We know the tags concern SRM Request Entry because The type is « Tag » and « Type Identifier » is the same as the one we find in form « SRS:SREC_ServiceRequestEntryConsole » (Form Properties), which is « BMC_ENDUSER_SKIN »:

9. Object property (tool bar example) Witch Inc Let’s take an example of the toolbar, here is the default skin: And the first skinned version using the defaults « Type Identifier »: As you can see, colors have changed as well as icons. The names are pretty straightforward in the skin (HELP, HOME and so on): For the colors as you can see it is a gradient (from light blue to deep blue), in fact you define the « start » and « end » color for a same « object »:

10. How to add pictures? Witch Inc The pictures need to be « uploaded » first into ARS using « Developer Studio » as « Images », Then you can use their « names » into the skin system:

11. How to get the references? Witch Inc As you can see in the skin there are a lot of « references », but where do they come from? Usually you have to mention or the fieldID or the object type:

12. How to get the references? Witch Inc Actually all is stored in Developer Studio, as a « special reference » for a resource. For example for the « Home » picture you have the following property: Which matches the one declared in the skin of course: Mistery solved!

13. So why the cart wasn’t skinned? Witch Inc Though as you can see, I didn’t skin the « cart » icon. Why? Because there was no mention of it in the skin… And here is why, in developer Studio, its « skin » property isn’t set: So the easy way is to name it of course « BMC_EU_ACTIONBAR_CARTLOGO » for example and save the view (note, of course you need to convert the form to overlay, the view to overlay and the button to overlay): Then skin side, we need to add a new property to the skin with the new image name:

14. So why the cart wasn’t skinned? Witch Inc Then you need to flush the mid-tier cache and empty your browser cache and then… The miracle of life! Before: After: The cart picture changed to the one I chose!

15. But why amelie, thomas, paulette don’t see the same skin? Witch Inc The answer is in the skin, you can affect a skin to groups or roles. There are two skins defined: One is for Halloween theme (« Generic TAG…. »), one the « green » theme (« Amelie Poulain… »). As you can see, one has as group « grp_halloween » And the other « grp_amelie »

16. Rules for Groups Witch Inc  In order to have several people seeing different skins at the same time and without issues, some rules are to be respected:  BMC recommends that:  You create one group per skin (« group », NOT « support group »),  You assign the group to each user (in « user » form, NOT « people » form) that uses the skin,  Some « limitations » to be aware of:  an user should be member of one « skin group » at a time,  The people must not have « Unrestricted access » checked (in the « people » form),

17. Groups example Witch Inc  grp_halloween:  grp_amelie:

18. Assigning a Group to an User Witch Inc  Amelie is member of « grp_amelie »:  Thomas is member of « grp_halloween »:  Paulette isn’t member of any of those groups:

19. User / People and unrestricted access Witch Inc  Those three people (amelie, thomas and paulette) don’t have « unrestricted access » checked in the « people » form:

20. Groups and users end results Witch Inc  As a result:  Amelie sees the skin « green » because she’s a member of « grp_amelie »,  Thomas sees the skin « halloween » because he’s a member of « grp_halloween »,  Paulette sees the default blue skin because she isn’t member of those groups,

21. Some SRDs examples Witch Inc

22. Hire a monkey! Witch Inc

23. Hire a monkey! Witch Inc  If you enter in « What would be the monkey name? » question a first name of a people from your company, automatically the full name appears in field « Hummm wait a minute… »:  Why?

24. Hire a monkey! [Trigger] Witch Inc  It happens because we declared a trigger in the « Service Request »:  Basically what happens is this:  When you « Answer Question » (1),  And the question is « What would be the monkey name != NULL » (2)  An Action « Autofill » is triggered: (3)  There is a query done in form « CTM:People » (4)  With qualification « First Name=What would be the monkey name? » (5)  Then on the result, we map « Full Name » (from CTM:People) to the question « Hummmm wait a minute…. » (6)  Note:  For « Answer Question » trigger, the « Qualification » for « Action Details » is mandatory.

25. Any sugar? Witch Inc  Some questions only appear depending of the results of previous questions (for example if you only choose a « cup of coffee ». Those are standard « conditions » defined when creating question in the service request:

26. Black Magic… Witch Inc  On this (creepy) Service request, you can cast a spell on your manager so he has to raise you:  As you can see, the question « Just to be sure, is that your manager name? » is already filled:  Why?

27. Black Magic [Open Form Trigger] Witch Inc  This time it’s an « Open Form » trigger. Meaning that it will happen when the service request is « opened »:  Basically what happens is this:  When you « Open Form » (1),  An Action « Autofill » is triggered: (2)  There is a query done in form « CTM:People » (3)  With qualification « Remedy Login ID=$USER$ » (the requester USERID) (4)  Then on the result, we map « ManagersName » (from CTM:People) to the question « Just to be sure… » (5)  Note:  For « Open Form » trigger, the « Qualification » for « Action Details » is not mandatory.

28. Black Magic [Open Form Trigger] Witch Inc  Here « appadmin » was the requester, and « Bob Baxter » beeing his « Manager », the manager’s name appears in the question:

29. Black Magic [Answer QuestionTrigger] Witch Inc  Though if the requester is too greedy (Answering « yes!!! », you can see that the manager’s name is replaced by his own full name:  If you choose Yes, a question also appears (« Don’t be too greedy pal! ») this is a standard « question condition » as seen before.  Why?

30. Black Magic [Answer QuestionTrigger] Witch Inc  This time it’s an « Answer Question » trigger and we already saw how it was working. It happens when the requester select « Yess!!!! »)  Basically what happens is this:  When you « Answer Question »,  And question « Do you want to cast… » is « yes »  An Action « Autofill » is triggered:  There is a query done in form « CTM:People »  With qualification « Remedy Login ID=$USER$ » (the requester USERID)  Then on the result, we map « Full Name » (from CTM:People) to the question « Just to be sure… »  Note:  « yes » is the answer because it’s the question’s stored value  Note:  For « Answer Question » trigger, the « Qualification » for « Action Details » is mandatory.

31. Candy Store [Product Ordering] Witch Inc  Here an example of what you can do with « Product ordering »

32. Candy Store [Product Ordering] Witch Inc  Here an example of what you can do with « Product ordering »

33. Candy Store [SRD] Witch Inc  In order to do that, you need to use the Advanced Interface Form « Product Ordering AIF » in your SRD:  And as Process « Product Ordering Process »:

34. Candy Store [Products] Witch Inc  You also need to create product in the product catalog so they can be displayed in « product ordering » and some rules have to be followed:  Rules  Create a product with Tier 1 as « Hardware » or « Software »,

35. Candy Store [Products] Witch Inc  Rules  It is highly recommended to create a « Product Company Assoc » record with a company which isn’t « - Global – »,

36. Candy Store [Products] Witch Inc  Rules  In this « Product Company Assoc » record you must set « Approved Product » and « Managed Product » to « Yes »,

37. Candy Store [Products / Details] Witch Inc  Once done, you can define the picture and text for the product in the « Product Ordering Console »  (Make sure you have the permission).

38. Candy Store [Products / Details] Witch Inc  Select an existing product and « edit » it:

39. Candy Store [Products / Details] Witch Inc  Select an existing product and « edit » it (text, picture…):

40. Candy Store [Products / Details] Witch Inc  You can also create (same way) a bundle. A bundle is a « package » of several products:

41. Candy Store [Products / Details] Witch Inc  You can also create (same way) a bundle. You select the products that you want to be added to the « bundle »: