ESM behavior changes

ServiceDesk PlusSupportFAQESMESM behavior changes

ESM behavior changes

Post migration to enterprise service management, you will encounter following changes in your instance.

The first table lists the differences between single instance and multiple instance ESM builds. The second table documents the changes between an ESM build and a non-ESM build.

Feature Single Instance Multiple Instances Feature Update under ESM
Users

VIP User

Configure under Admin>>Users

Configure under ESM Directory

Available for all users.

SMS Mail ID

Secondary Email ID

Additional Fields

Configure under Admin>>Users>>Additional fields.

Configure under ESM Directory. Configure instance-level additional fields as well under ESM Directory.

  • Available for Users and Technicians
  • Additional field data will not be available under CMDB users.

AD Import

Configure under Admin>>Active Directory.

Configure under ESM Directory.

All user data (Users and Technicians) will be updated during the Active Directory (AD) import.

CMDB

Add Users

Not Applicable

User Management done only under the ESM directory.

Relationships and Attributes

All People, Requester, and Technician relationships and attributes will be mapped to Users.

The following table documents the behavior changes between the upgraded Version 11 (ESM) and Versions 10.5 and earlier.

Feature Version 10.5 and earlier Version 11 (ESM)
Users

Naming Conventions

Requesters and Technicians

Users

User Additional Fields

90

Maximum limit: 250 across instances.

Locked Accounts

Available only for SDAdmin under Admin to unlock accounts.

Available only for SDOrgAdmin under the ESM Directory

AD Import

Users with attributes mapped to a Pick List additional field are added dynamically.

Users with attributes mapped to a Pick List additional field will not be added, and the import will fail.

For such cases, the possible values for the Pick List additional field must be already added before the AD import can happen.

Roles

SDSiteAdmin

Assign to any Technician, even when no sites are configured.

Role will be available ONLY when sites are configured.

After migration, when no sites are configured, the All Modules role will perform all SDSiteAdmin tasks. When new sites are added, the SDSiteAdmin role will become available.

View Technicians across all sites.

View all Users/Technicians associated with sites mapped to SDSiteAdmin.

Convert any Technician to Requester.

Convert as Requesters only the Technicians associated with sites mapped to SDSiteAdmin.

Associate departments across any site to a Requester.

Associate departments to Users in sites mapped to SDSiteAdmin.

Unable to change Requesters to Technicians.

Change Users to Technicians.

Advanced Permissions>>Adding Requesters

Add fine-grained permissions.

Not available.

Technicians>>Adding Requester

Can add new requesters.

Not available.

CMDB

CI Types

Referred as People, Requester, and Technician.

Replaced with Users.

Child CI Types

Create Child CI types for Requesters and Technicians.

Create Child CI types for Users.

API

Change as Technician

Unable to change Requesters to Technicians.

Change Users to Technicians in bulk.

Operation

API V2

API V3

Requester/ User

http://localhost:8080/sdpapi/requester

http://localhost:8080/api/v3/users

Technicians

http://localhost:8080/sdpapi/technician

http://localhost:8080/api/v3/technicians

User CI (CMDB)

http://localhost:8080/api/cmdb/ci

http://localhost:8080/api/v3/users

Requester Servlet API

http://localhost:8080/servlets/RequesterServlet

http://localhost:8080/api/v3/users

Technician Servlet API

http://localhost:8080/servlets/TechnicianServlet

http://localhost:8080/api/v3/technicians

Reports

Flash Reports

Available

Not Available.

Custom Reports

Generate Technician-related reports.

Not Available.

Self Service Portal

Requesters are allowed to: Edit/View profile

The My Details tab available for the Requester.

Replaced as My Profile and available under the user icon.

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