Advanced Service Workplace Template


Template app operational from the Phosphore version of Product name - ev sas.png

This template app illustrates numerous Service Store mini-sites corresponding to different types of requests and knowledge bases. It applies traditional knowledge base search and integration functionalities with Knowesia resolution scenarios. 

Advanced service workplace - All devices.png

Home page

The Home page is made up of four zones:

  • A top banner (1) displaying:
    • A logo
    • A global search field
    • A custom menu with the main indicators for the logged-in user, used to access the corresponding list:
      • Open requests
      • Discussions
      • Open incidents
      • Approvals to complete
    • A photo of the logged-in user with a link to view user details and submit a modification request if required Open url.png (see the configuration)
    • A logout button
  • A main menu in the left pane (2) for browsing through pages:
    • Home: Return to the Home page.
    • Get Software: Access the software section of the Service Request Catalog.
    • Get Hardware: Access the hardware section of the catalog. Open url.png See the configuration.
    • Videoconferencing: Access the videoconferencing section of the catalog.
    • Get Cloud Services: Access the cloud section of the catalog.
    • Self Help: Access the knowledge base.
    • Contact IT: Access the page for declaring an incident.
    • Get Something from HR: Access the HR section of the catalog.
    • Get Help from Facilities: Access the general services section of the catalog.
    • Get Help from Legal: Access the legal section of the catalog. Open url.png See the configuration.
  • A central pane (3) displaying:
    • A carousel.
    • Most Popular: Access the most popular entries in the Service Request Catalog. Open url.png See the configuration.
    • News: The most recently published news articles.
    • Most Used Self Service Guides: Access the most popular knowledge articles.
    • Availability of Your Services: A service availability chart using weather icons. Open url.png See the configuration.
    • My Devices: A list of equipment for the logged-in user. Open url.png See the configuration.
  • A footer (4) with different links, including one to the Directory.

         Advanced service workplace - Home page.png

Procedures

How to install and use the template app

1. Download and import the elements below to Product name - ev sas.png by clicking Apps - Gallery - Import icon.png Import in the App Gallery toolbar:

  • Service Workplace theme
             Download icon.png Service Workplace theme

    Caution: The theme must be public. To do this:
    • Once it is imported, click Apps - Gallery - Theme design icon.png Theme Design in the App Gallery toolbar to open it and then click Apps - Manage themes icon.png in the theme editor.
    • Display its general properties by clicking Apps - Application properties icon.png. Select Published Padlock open icon.png in the Published property and click [ OK ].
    • If required, modify the theme in line with the style chart of your company.
    • Click EVApps - GUI - Save icon.png to save it and return to the App Gallery.
  • Advanced Service Workplace template app
             Download icon.png  Advanced Service Workplace

    Caution: Check that the Service Workplace theme is correctly displayed by the app. To do this:
    • Once the app is imported, display its general properties by clicking Apps - Gallery - Edit properties icon.png next to its name in the App Gallery.
    • If required, select the Service Workplace theme from the list of themes and click [ OK ].

2. Download and import the reports below to Product name - ev itsm.png by selecting Administration > Import/Export > Import in the menu:
         Download icon.png Batch of eight reports

  • APPS - New request (Advanced)
  • APPS - New General Services service request
  • APPS - New Software service request
  • APPS - Employee approvals 
  • APPS - Employee incidents
  • APPS - Employee requests
  • APPS - My details
  • APPS - My equipment

3. Download and import the questionnaires and workflows below to Product name - ev itsm.png by selecting Administration > Import / Export > Import in the menu:

  • Download icon.png Bring your own device: Enables logged-in users to register their own devices by themselves. These devices will appear in My Devices.

Caution: Create the relevant entries in the catalog to enable the use of workflows.

How to configure the top banner

My Profile

  • The My Details report retrieves and displays all information on the logged-in user.
             ev_profil.png
  • The [ EDIT ] button redirects users to the associated questionnaire and workflow called Edit Your Profile which retrieves and updates the logged-in user's information in the form.
             ev_edit.png

How to configure the sections in the central pane

Most Popular

         ev_most_popular.png

Behind each [ NEW REQUEST ] button, there is a questionnaire to be displayed or a software to download. You should adapt and modify this as required based on your context. To do this:

  • Go to the corresponding widget.
  • Click Apps - Edit icon.png to edit the data source.
  • Modify the Search Value property.

Example documentation icon FR.png  Onboard a new employee service request

  • Create a data source pointing to the Service Request Catalog accessible by selecting Operation > Catalog > Service Request Catalog in the menu.
  • Search Field = Description
  • Search Value = On-Boarding 

         ev_most_popular_button.png

Availability of Your Services

         ev_availability.png

To manage the service availability chart with its weather icons:

  • Create an E_HEALTH field in the AM_ASSET table.
  • Go to Product name - ev itsm.png > Extended CMDB > Service Portfolio > Service Catalog and edit the form called DIALOGCMDB_SERVICECATALOG.
  • Display the E_HEALTH field in a view.

Example documentation icon FR.png  Create a country filter where each service is a country. The AM_ASSET.E_HEALTH field contains integers without decimals.
ev_exemple.png

  • Add an image to the Product name - ev itsm.png resource folder for each type of weather icon, e.g. sunny, cloudy, rainy.

Example documentation icon FR.png  SH_3.png: Level 3 weather (rainy)

  • In Product name - ev sas.png, go to the corresponding widget and click Apps - Edit icon.png to edit the data source.

Example documentation icon FR.png  Filter data by country

  • Go to the widget and add a link to the Product name - ev itsm.png folder where the image is stored.

Example documentation icon FR.png  <img src="https://xxx.easyvista.com/resources/compte/pictures/SH_#[FIELD('AM_ASSET.E_HEALTH')]#.png">

My Devices

  • In Product name - ev itsm.png, select Asset Management > References > Statuses in the menu.
    • Create the BYOD status.
    • Run the following query to associate the BYOD status with the correct GUID.
update SD_STATUS
set STATUS_GUID = 'B4B93C3B-233B-42C7-B633-333F6629EAD9'
where STATUS_FR = 'BYOD'
  • Create the catalog entry corresponding to the new equipment.
        Example documentation icon FR.png  BYOD Enrollment
  • If required, import the workflow and questionnaire called Bring Your Own Device and associate it with the previously created category.
  • The APPS-My Devices report contains three filters:
    • My Company Devices: List of company equipment (based on the BYOD status).
    • My Personal Devices: List of employee equipment (based on the BYOD status).
    • My Devices (top 4): List displayed in the Home page (last four employee equipment).
  • The [ DECLARE NEW DEVICE ] button redirects users to the associated questionnaire and workflow called Bring Your Own Device.

         ev_new_device.png

How to configure the navigation menu

Get Hardware

Note

  • Below is a description of how to configure the Get Hardware menu option in a drill-down view. You should adapt this example to your Product name - ev itsm.png catalog.
  • The data sources in these pages are based on the APPS - New request (Advanced) report.
             ev_menu_1.png
  • Create a new field called E_PARENT_CODE in the SD_CATALOG table.
  • In Product name - ev itsm.png, select Operation > Catalogs > Service Request Catalog in the menu.
  • Edit the form called DIALOGHD_REQUESTFULLFILMENTCATALOG and add the previously created field.
  • The Hardware folder will contain three sublevels:
    • Edit level 1 (Hardware) and add the Hw code (SD_CATALOG.CODE).

      Note: The APPS- New Service Request (Advanced) report will contain the Hardware filter. This filter retrieves Hardware level 2 whose parent code is Hw. If you want to use a parent code other than Hw, you can modify it in the report.

       
    • Edit level 2 (Hardware > Accessories) and add the HwAc code followed by the Hw parent code (SD_CATALOG.E_PARENT_CODE).
               ev_code.png
       
    • Add text to help users select the next sublevel.
      • Create a new field called E_QUESTION_$Ing in the SD_CATALOG table.
      • In Product name - ev itsm.png, select Operation > Catalogs > Service Request Catalog in the menu.
      • Edit the form called DIALOGHD_REQUESTFULLFILMENTCATALOG and add the previously created field.
      • Specify the field to display the question.
                 ev_q1.png
                 ev_q1_detail.png
         
    • Edit level 3 (Hardware > Accessories > Office 365 Accessories) and add the HwAcOa code followed by the HwAc parent code.
      • Add text to help users select the next sublevel.
                 ev_q2.png
                 ev_q2_detail.png
         
    • Edit level 4, the last level, (Hardware > Accessories > Office 365 Accessories > LifeChat LX-3000) and add the HwAcOa parent code.
      • Repeat the same procedure for the other Hardware sublevels.
         

Summary of how the parent code <-> child code works

Catalog Code Parent Code
Hardware Hw
Hardware > Accessories HwAc Hw
Hardware > Accessories > Office 365 Accessories HwAcOa HwAc
Hardware > Accessories > Office 365 Accessories > LifeChat LX-3000 HwAcOa
  • Go to Product name - ev sas.png and open the 02.0 Hardware page that contains three Data Viewer widgets. Each of the widgets corresponds to the three Hardware sublevels. Run the app and check that the three sublevels you created are correctly displayed.
    • If nothing is displayed, check the data source of each Data Viewer widget. Each sublevel has a master-detail relationship and must be linked to its parent level.
               ev_master_detail.png

Get Help From Legal / Contact IT

         ev_menu_2.png

  • Select the form corresponding to your requirement for each button.
             ev_menu_properties.png
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Last modified by Unknown User on 2017/09/28 10:09
Created by Administrator XWiki on 2017/06/23 20:12

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