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HP Service Manager (SM) 9.32: Web client usability enhancements for increased efficiency

Yvonne_Bentley ‎09-23-2013 09:27 AM - edited ‎10-04-2015 09:19 PM

In my previous blogs, I’ve touched upon some new features in HP Service Manager 9.32 that pertain to web client usability. Today, I’d like to delve deeper into those improvements and what they mean for you.


As you may or may not know, in previous versions of HP Service Manager user web sessions timed out after a period of inactivity. This proved to be problematic, and you may or may not have experienced it.  When you’re performing an extended search for information, the last thing you want is a time out in the middle. HP Service Manager 9.32 to the rescue! Administrators can now set unique inactivity timers that are set to their individual operators. 


You also may recall what happens when you inadvertently “disconnect” or click “x” to leave the system without saving your changes. We’ve made it a bit harder to do that in the latest release. Now a confirmation message box pops up to ensure you really do want to leave the system, giving you a second opportunity to save your work.  


On top of the solutions for identified issues, there are a number of other enhancements, designed with you in mind, to improve your HP Service Manager experience.


Here are some of the enhancements we have made:


  • Hover window indicator When viewing the details of a record, a gray information icon has been added to the Comfill component to indicate the field can display additional information in a hover window.
  • Single click on navigator Users can now simply single click (vs. double click) nodes in System Navigator, a functional enhancement to make the user experience more convenient.
  • Close button on inactive tabs A close button “x” now displays on both active and inactive tabs. Users can now close an inactive tab by simply clicking the “x” button if the close operation does not return a confirmation message. If a confirmation message is returned, the tab becomes active.
  • Quick ticket search using the search line This feature has been added to the toolbar section of the Service Manager graphic user interface.  This feature allows users to enter a record ID in the search field and open the record directly. By default, this feature is disabled. To enable it, a system administrator, must select the Enable Universal Search option in the System Information Record.
  • Merge conflicted updates When there are concurrent updates from a user and background processes, the user can now merge the conflicted updates and save the merged results of a record without the need to abandon current updates. Learn more in this video
  • Sending notifications to specified operators HP Service Manager 9.32 can now be tailored to notify specified operators of an incident by a pop-up notification in the Web client. For example, you have the ability to automatically send a notification to a specified incident manager when an incident ticket is created or updated.

New Keyboard Shortcuts HP Service Manager 9.32 also offers three new keyboard shortcuts:
1. l CTRL+ALT+T: Closes the current active tab.
2. l CTRL+ALT+H: Moves the focus to the header of the current active tab.
3. Only the header of an active tab can be focused. When the focus is on the header of an active tab, you can now use Left/Right Arrows to switch to other tabs.


We hope that all of these improvements amount to a big change in your day-to-day life with HP Service Manager 9.32!


As usual, if you have a suggestion for a future improvement we want to hear it. It is the feedback from you, our valued customers, that drives our planning for the next release so please leave a comment or tweet us @HPITSM and let us know.


And for all things HP ITSM, please visit

About the Author


A 25+ year veteran of HP, Yvonne is currently a Senior Product Manager of HP ITSM software including HP Service Anywhere and HP Service Manager. Over the years, Yvonne has had factory and field roles in several different HP businesses, including HP Software, HP Enterprise Services, HP Support, and HP Imaging and Printing Group. Yvonne has been masters certified in ITIL for over 10 years and was co-author of the original HP IT Service Management (ITSM) Reference Model and Primers.

on ‎03-08-2016 02:22 AM

Hi Mam,

We have done HPSM integration with third party tool and due to large number of User sessions we are facing memory issue in HPSM and the HPSM Servlet crashes.

We have raised a Case with HP Support team, but they replied saying that they can't suggest on this issue as it is Integration which is causing problem.

My question, Is there any possiblity to have more users per session? and does HPSM is having 64-bit version? if so Please suggest us any document related to it.

Thanks and Regards,


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