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Chapter 1 Introduction: Who The Book Is For What's in This Book System Language
Chapter 1 Introduction: Who The Book Is For What's in This Book System Language
Chapter 1 Introduction
Who The Book Is For ............................................................1
What’s in this book...............................................................1
System Language ...................................................................... 2
Developing in Service Manager ........................................... 2
System Navigator ................................................................. 2
Document Engine ................................................................. 2
How Process Works ............................................................ 2
Basic Techniques ................................................................. 2
Data Techniques ................................................................... 2
Usability Techniques ............................................................ 2
System Techniques .............................................................. 2
Understanding files .............................................................. 3
Debugging Service Manager ............................................... 3
Using Clocks ......................................................................... 3
Adding a New Module .......................................................... 3
Sample Feature: Code Editor .............................................. 3
Sample Feature: Training Module ....................................... 3
Sample Feature: Assignment Engine ................................. 3
Sample Requirement ............................................................ 3
Screen Design Standards .................................................... 4
Conventions Used in The Book.................................4
How to Contact Us ......................................................5
Chapter 2 System Language
Variables ......................................................................7
Creating variables ................................................................ 8
Nulls ....................................................................................... 9
Key points about variables .................................................. 9
Naming conventions ............................................................ 9
Variable pools ....................................................................... 9
Global ................................................................................ 10
Thread ............................................................................... 10
Local .................................................................................. 10
Reserved words................................................................. 10
Basic data types ................................................................. 10
Character ........................................................................... 10
Number .............................................................................. 11
Date/time ........................................................................... 11
Logical ............................................................................... 13
Labels ................................................................................ 13
Compound........................................................................... 13
Array .................................................................................. 13
Advanced: Structure .......................................................... 14
File or record data type ...................................................... 16
Expressions ...............................................................17
Arithmetic expressions ...................................................... 17
Addition (+) ........................................................................ 17
Subtraction (-) .................................................................... 17
Multiplication (*) ................................................................. 17
Division (/).......................................................................... 17
Exponentiation (^) .............................................................. 18
Modulus (%) ...................................................................... 18
String and array expressions ............................................ 18
Logical expressions ........................................................... 18
Relational operators........................................................... 18
Logical operators ............................................................... 19
Statements .................................................................20
Assignment ......................................................................... 20
FOR loop ............................................................................. 20
IF THEN statement .............................................................. 20
IF THEN ELSE statement ................................................... 21
WHILE DO statement .......................................................... 21
Syntax .................................................................................. 21
RAD Functions ..........................................................22
Queries .......................................................................26
The true query..................................................................... 26
False query.......................................................................... 26
NULL query ......................................................................... 26
Query on a Field ................................................................. 26
Compound queries ............................................................. 26
Wildcards ............................................................................ 27
Javascript ..................................................................27
Chapter 3 Developing in Service Manager
Service Manager objects ..........................................30
Naming standards .....................................................30
Naming objects ................................................................... 30
dbdicts rules: ..................................................................... 31
Format, link, and format control rules: ............................... 31
Menu rules: ........................................................................ 31
Other object rules: ............................................................. 31
Development environment .......................................32
Production........................................................................... 32
Test ...................................................................................... 32
Development ....................................................................... 32
Code control ..............................................................32
Tagging objects .................................................................. 32
Formats: ............................................................................ 33
Format Control, Link: ......................................................... 33
Validity: .............................................................................. 33
Stored Query: .................................................................... 33
Objects: ............................................................................. 33
Macros, Display: ................................................................ 34
Other objects and data: ..................................................... 34
Unload script....................................................................... 34
Revisions............................................................................. 34
Testing .......................................................................34
System testing .................................................................... 35
Application testing ............................................................. 35
Moving into production ............................................35
design standards ......................................................36
Development tips ......................................................36
controlling change ....................................................36
Managing requirements ...........................................37
Process flow ....................................................................... 38
Responsibilities .................................................................. 38
Service Manager Manager: ............................................... 38
Service Manager Support Team: ....................................... 38
Service Manager User: ...................................................... 39
Service Manager User's Group:......................................... 39
Requirement Sponsor: ....................................................... 39
Process details ................................................................... 39
Submitting a Requirement: ................................................ 39
Reviewing User Requests: ................................................ 39
The User's Group Meeting: ................................................ 40
The SST Developer ........................................................... 40
Software Change Request ................................................. 40
User requirements .............................................................. 40