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. |
|
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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