User interface customization in Service Manager

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Important

This version of Service Manager has reached the end of support. We recommend you to upgrade to Service Manager 2022.

The sealed management packs in Service Manager contain, among other things, views, list items, and templates. Because these items are in a sealed management pack, they can't be edited or changed. In Service Manager, you've the option of hiding views. You can duplicate list items and templates, saving the duplicates into an unsealed management pack, and because the duplicates are in an unsealed management pack, you can edit the properties of the list item or template using the Service Manager console.

Customize a view

The Failed Service Requests view in Service Manager is in a sealed management pack. In this example, you will create a duplicate of this view, save it into an unsealed management pack, and then edit the new view by changing its name to New Failed Service Requests. You will finish this exercise by hiding the original Failed Service Requests view. As an administrator, you will still see the hidden view.

To customize a view

  1. In the Service Manager console, select Work Items.

  2. In the Work Items pane, expand Service Request Fulfillment.

  3. Right-click Failed Service Requests, and select Duplicate View.

  4. In the Select management pack dialog, accept the default management pack, Service Manager Service Request Configuration Library, and select OK.

  5. Right-click Failed Service Requests - Copy, and select Edit View.

  6. In the Edit Failed Service Requests - Copy Wizard, in Name, enter a new name for this view. For example, enter New Failed Service Requests, and select OK.

  7. Right-click Failed Service Requests, and select Hide View.

Customize a list item

The items in a list in a sealed management pack in Service Manager can't be changed. In this example, you'll add a list item (phone) to the Service Request Source list and save it into an unsealed management pack, and then edit the new view by changing its name to New Failed Service Requests. You will finish this exercise by hiding the original Failed Service Requests view. As an administrator, you will still see the hidden view.

To customize a list item

  1. In the Service Manager console, select Library.

  2. In the Library pane, expand Library, and select Lists.

  3. In the Lists pane, select Service Request Source.

  4. In the Tasks pane, in the Service Request Source area, select Properties.

  5. In the List Properties dialog, select Add Item.

  6. In the Select management pack dialog, accept the default management pack, Service Manager Service Request Configuration Library, and select OK.

  7. In the List Properties dialog, select List Value.

  8. In the Name field, enter Phone, and select OK.

Customize a template

Templates in a sealed management pack in Service Manager can't be changed. In this example, you will create a copy of the Default Service Request Template and save the copy in an unsealed management pack. You will then start a Create Template Wizard for the copy you made.

To customize a template

  1. In the Service Manager console, select Library.

  2. In the Library pane, expand Library, and select Templates.

  3. In the Templates pane, select Default Service Request.

  4. In the Tasks pane, under Default Service Request, select Create a Copy.

  5. In the Select management pack dialog, accept the default management pack, Service Manager Service Request Configuration Library, and select OK.

  6. In the Templates pane, select Copy of Default.

  7. In the Tasks pane, under Copy of Default Service Request, select Properties.

  8. In the Create Template dialog, in the Name field, enter a new name for this template, and select OK.

  9. Finish the steps in the Service Request Template Wizard to customize this template for your needs, and when you're finished, select OK.

Next steps