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Overview
What's New
Announcements
Getting Started with Neurons for ITSM
Consoles and Portals in Neurons for ITSM
Types of Service Management Users
App login and navigation
Changing the Language or Locale
Changing and Recovering Passwords
Manage Your Profile Settings and Password
Neurons for ITSM Portals
Using Keyboard Shortcuts
Using Search
Answering the Survey
Agentic AI
Getting Started with Agentic AI
Knowledge base agent
Incident creation agent
Service request agent
Q&A agent
Summarization agent
Sample use case
Analytics
About Ivanti service management portfolio UI V3
Ivanti Service Management Portfolio UI V3
Configure and Assign Views and Layouts Using the Modern Page Designer
Comparison of Classic UI V1 and Ivanti Service Management Portfolio UI V3
Service Desk Console
About Workspaces
Using Search
About Enterprise Workflow Management
Using Email
Working with Roles
Chatting with Self Service Mobile users
Working with Mobile Analyst
About Incident Management
Working with Service Level Management
Working with Service Requests
Working with the Service Catalog
Working with Request Offerings
Working with Financial Management
Working with Change Enablement
Working with Problem Management
Working with Configuration Items
Working with Release Management
Working with Tasks
Working with the Call Log
Working with DSM
Knowledge Management
Working with Reports and Report Management
Working with Activity History
Working with Analytic Metrics
Working with Stakeholders
Working with Workflow Instances
Configure and Administer
Initially Configuring Neurons for ITSM
Administering and Customizing Neurons for ITSM
Ivanti ITSM Generative AI
AI Configuration Hub
Incident Correlation
Auto Triage
Business Object Summarization
Ticket Summarization
Knowledge Base Article Generation
Neurons AI
Translation Service
Auto-Translation
Write Assist
Expression Assist
AI Search
Develop
Working with the Web API
Rest API
Web Service Methods
Working with the Ivanti Integration Web Service
Working with Webhooks
UI Migration Guide
Using the Ivanti Neurons for ITSM Online Help
How do I ...
Best Practices
More Information
Third-Party Attributes
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17 min
The following topics describe specific examples on how to use
Neurons for ITSM
.
Access
Logging in or Accessing Records Using URLs
Security Examples
Business Objects
Displaying Change Attachments in Incident Record
Displaying Problem Attachments as a Separate Child Panel for Parent Incident
Example: Enabling Cost Items in a Business Object
Business Rules
Example: Updating Field Values in Related Business Objects
Calendar
Creating a Calendar
Constants
Working with Global Constants
Counters
Example: Using a Counter Name in an Initialization Rule
Dashboards
Dashboard Examples
Development Project
Using the Ivanti Neurons for ITSM Development Project
Email
Example: Creating or Linking Business Objects via Email
Example: Processing an Email Based on Incident Status
Examples of Processing Emails Received in XML Format
Escalations
Example: Setting an Escalation Schedule by Priority
Expressions
Using Expressions in Quick Actions
Financial Management
Example: Tracking Costs for an Incident
Forms
Request Form Examples
Incidents
Managing Incidents
Hours of Operation
Example: Setting Up Hours of Operation for Off Hours
Import and Export
Example: Importing Configuration Item Relationships
About the Run Program
Mapping SCCM Fields
Hierarchical XML File Examples
Layouts
Adding the ESX Business Object to the CI Layout
Lists
Example: Highlighting Certain Incidents in a List
Log In
Defining the Loading Message
Logging in or Accessing Records Using URLs
Localization
Translating Quick Actions and Their Prompts
Example: Translating Label Expressions
Pick Lists
Example: Configuring a Pick List for a Request Offering
Portfolio and Project Management
Getting Started with Portfolio and Project Management
Quick Actions
Example: Working with the Export Data Action (CAD)
Example: Using the Run Program Action (CAD)
Example: Using the Send Email Action (CAD)
Examples of Using Actions (CAD)
Translating the Self Service Action Templates
Example: Creating a Report Action (CAD)
Example: Using the Update Object Action
Example: Using the Insert Child Object Action
Example: Using the Export to Microsoft Excel Action (CAD)
Example: Using the UI Action Quick Action to Open Another Workspace (CAD)
Example: Using the UI Action Quick Action to Open a Workflow (CAD)
Example: Using the Run for Child Action (CAD)
Example: Using the Search and Link Action (CAD)
Example: Using the Clone Object Quick Action (CAD)
Reports
Creating Reports and Report Templates
Viewing Reports
Related Objects
Using Related Items and Object Matching
Example: Hiding Related Items in Closed Status
Request Form Setup
Request Form Examples
Request Offerings
Example: Using a Cascading Validation List
Example: Creating Different Prices
Search
Search Examples
Self Service Mobile Role
Creating a Self Service Mobile Role
Configuring the Self Service Mobile Portal
Social Board
Creating a Record from Social Board
Adding the Social Board to a Role
Styles
Example: Showing Fields in Different Colors Based on Value
Example: Using the SelectorFormat Property to Change a Style on Hover
User Configurations
Example: Giving Service Desk Analysts Access to Assigned Incidents
Example: Giving a Service Desk Manager Access to Incidents for an Organizational Unit
Example: Giving a Service Desk Analyst Access to Incidents Assigned to an Organizational Unit
Example: Giving Users in the Self-Service Portal Access to Submitted Incidents
Submit a Service Request on behalf of a customer
Workflows
Example: Defining an Approval Block for the Service Request Business Object
Example: Using Task Status with the WaitForChild Workflow Block
Troubleshooting the WaitForChild Workflow Block
Example: Canceling a Workflow that is Awaiting Approval
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