Mobile Support Tech Template - Oxygen


Phosphorus

Note: Minimum Product name - ev sas.png version required: Phosphorus

DescriptionTemplate

This template app is a portal designed for Support persons. It enables them to:

  • Monitor the actions for incidents and service requests assigned specifically to them or to one of their groups.
  • Create actions and order equipment for users if required.
  • View the employee directory, Knowledge Base and list of equipment.

It is shipped in both the Desktop and Mobile versions. Certain items of the Oxygen theme can be configured. Open url.png See the list.

Mobile Support Tech - Oxygen - All devices.png

Desktop version

Home page

      Desktop - Home Page.png

It is made up of the following sections:

  • (1) Top banner displayed in all app pages: Page title, information on the logged-in user, logout button Apps - Logout icon.png
    Note: User information is based on information in the My Details report. Click the photo to display user information.
  • (3) To Do pane: Number of actions to be performed by the Support person or by one of the Support person's groups, displayed in the background image of the app.
    Note: The indicator is based on the My Actions report.
  • (4) List of actions for the Support person or for one of the Support person's groups with the possibility of closing them.  Click one of the actions to see its details.

Action Page

        Desktop - Action.png

Action Page

ActionPage
  • (1) Title of the action.
  • (2) Action management: Add a note or a file or close an action.
  • (3) Useful information: Recipient, priority, number, action type, location, recipient's phone number.
  • (4) Comment related to the action.
  • (5) Information related to the equipment.
  • (6) Location of the action.
  • (7) History of actions and documents.
EndActionPage

Search Directory Page

EmployeeDirectoryPage

 Search Directory

1. Specify your criteria. You can run a search using the name or login.
2. Click Display popup icon.png to run the search.
3. Click one of the employees to see the details.


        Desktop - Employee directory.png

EmployeeDirectory_DetailPage

 Employee details

  • (1) Information on the user.
  • (2) Buttons for creating an incident and a Quick Fix.
  • (3) Information on the user's equipment, i.e. manufacturer, asset tag, model, serial number.
  • (4) List of the user's services.
  • (5) List of the user's incidents (filters applicable).
  • (6) List of the user's service requests (filters applicable).

        Desktop - Employee directory detail.png

Knowledge Base Page

KBPage

 Search Kbase

    Open url.png See the procedure on how to configure the page.

1. Specify your criteria.
2. Click Display popup icon.png to run the search.
3. If required, you can filter the list of knowledge articles. The template app integrates both Product name - ev Self Help.png and the Product name - ev itsm.png Knowledge Base.
4. Click one of the knowledge articles to see the details.


        Desktop - KB.png

KB_DetailPage

 KB details
 

  • (1) Contents of the knowledge article.
  • (2) Star rating awarded to the knowledge article (0 to 5 stars).
  • (3) Discussion pane.

        Desktop - KB detail.png

Asset Details Page

EquipmentPage

 Search Asset

1. Specify your criteria.
2. Click Display popup icon.png to run the search.
3. Click one of the items of equipment to see the details.


        Desktop - Equipment.png

Equipment_DetailPage

 Asset details

  • (1) Name of the equipment.
  • (2) Essential information, i.e. main user, asset tag, serial number, status.
  • (3) Buttons for creating an incident and a Quick Fix.
  • (4) List of incidents related to the equipment.

        Desktop - Equipment detail.png

Order Page

EquipmentRequestPage

It is used by users to order an item of equipment for themselves or on behalf of other users.

1. Specify your criteria.
2. Click Display popup icon.png to run the search.
3. Click [ ORDER ] for the relevant item of equipment.


        Desktop - Equipment request.png

Mobile version

Home page

      Mobile - Home Page.png

It is made up of the following sections:

  • (1) Top banner displayed in all app pages: Page title, logout button Apps - Logout icon.png
  • (2) To Do pane: Number of actions to be performed by the Support person or by one of the Support person's groups, displayed in the background image of the app.
    Note: The indicator is based on the My Actions report.
  • (3) Menu:
    • Search Directory: Search for a user to access the actions to be performed or to create a new action.
    • Search Kbase: Run a search in both Product name - ev Self Help.png and the Product name - ev itsm.png Knowledge Base.
    • Search Asset: Search for an item of equipment to access the actions to be performed or to create a new action.
    • Order
  • (4) List of actions for the Support person or for one of the Support person's groups with the possibility of closing them. Click one of the actions to see its details.

Action Page

        Mobile - Action 1.png         Mobile - Action 2.png

Action Page

ActionPage
  • (1) Title of the action.
  • (2) Action management: Add a note or a file or close an action.
  • (3) Useful information: Recipient, priority, number, action type, location, recipient's phone number.
  • (4) Comment related to the action.
  • (5) Information related to the equipment.
  • (6) Location of the action.
  • (7) History of actions and documents.
EndActionPage

Search Directory Page

EmployeeDirectoryPage

 Search Directory

1. Specify your criteria. You can run a search using the name or login.
2. Click Display popup icon.png to run the search.
3. Click one of the employees to see the details.


        Mobile - Employee directory.png

EmployeeDirectory_DetailPage

 Employee details

  • (1) Information on the user.
  • (2) Buttons for creating an incident and a Quick Fix.
  • (3) Information on the user's equipment, i.e. manufacturer, asset tag, model, serial number.
  • (4) List of the user's services.
  • (5) List of the user's incidents (filters applicable).
  • (6) List of the user's service requests (filters applicable).

        Mobile - Employee directory detail 1.png          Mobile - Employee directory detail 2.png

Knowledge Base Page

KBPage

 Search Kbase

    Open url.png See the procedure on how to configure the page.

1. Specify your criteria.
2. Click Display popup icon.png to run the search.
3. If required, you can filter the list of knowledge articles. The template app integrates both Product name - ev Self Help.png and the Product name - ev itsm.png Knowledge Base.
4. Click one of the knowledge articles to see the details.


        Mobile - KB.png

KB_DetailPage

 KB details
 

  • (1) Contents of the knowledge article.
  • (2) Star rating awarded to the knowledge article (0 to 5 stars).
  • (3) Discussion pane.

        Mobile - KB detail.png

Asset Details Page

EquipmentPage

 Search Asset

1. Specify your criteria.
2. Click Display popup icon.png to run the search.
3. Click one of the items of equipment to see the details.


        Mobile - Equipment.png

Equipment_DetailPage

 Asset details

  • (1) Name of the equipment.
  • (2) Essential information, i.e. main user, asset tag, serial number, status.
  • (3) Buttons for creating an incident and a Quick Fix.
  • (4) List of incidents related to the equipment.

        Mobile - Equipment detail.png

Order Page

EquipmentRequestPage

It is used by users to order an item of equipment for themselves or on behalf of other users.

1. Specify your criteria.
2. Click Display popup icon.png to run the search.
3. Click [ ORDER ] for the relevant item of equipment.


        Mobile - Equipment request.png

Procedures

How to install and use the template app

Step 1: Import the template app theme to Product name - ev sas.png

1. Download the required version of the files below to your workstation.
         Download icon.png  Desktop version of the theme
         Download icon.png  Mobile version of the theme

2. Import the downloaded files to Product name - ev sas.png by clicking Apps - Gallery - Import icon.png Import in the App Gallery toolbar.

3. Check that the theme is a public theme in the Product name - ev sas.png theme editor:

  • Click Apps - Gallery - Theme design icon.png Theme Design in the App Gallery toolbar.
  • Click Apps - Manage themes icon.png to select the theme.
  • Click Apps - Application properties icon.png to display the general properties.
  • In the Published property, select Published Padlock open icon.png.
  • Click [ OK ].

4. (optional) Modify the theme in line with the style guide of your company.

5. Click EVApps - GUI - Save icon.png to save the theme.
 

Step 2: Import the template app to Product name - ev sas.png

1. Download the required version of the files below to your workstation.
         Download icon.png  Template app Desktop versions
         Download icon.png  Template app Mobile versions

2. Import the downloaded file to Product name - ev sas.png by clicking Apps - Gallery - Import icon.png Import in the App Gallery toolbar.

3. Check that the theme is correctly displayed by the template app.

  • Click Apps - Gallery - Edit properties icon.png next to the app name in the App Gallery to display the general properties.
  • Select the theme you just imported from the Theme list.
  • Click [ OK ].
     

Step 3: Import reports to Product name - ev itsm.png

1. Download the files below to your workstation.

Note: Parent queries are not exported with the reports. This means that the items you update will not be overwritten when reports are imported.

        Download icon.png Batch of reports

  • APPS - Details of actions
  • APPS - Documents
  • APPS - Knowledge Base
  • APPS - List of requests
  • APPS - List of incidents
  • APPS - List of equipment 
  • APPS - List of users
  • APPS - My Actions
  • APPS - My Details

2. Import the downloaded files to Product name - ev itsm.png by selecting Administration > Import/Export > Import in the menu.
 

Step 4: Create your Product name - ev sas.png apps

Best Practice icon.png You should always work on a duplicate of the template app. This enables you to import new improved versions provided by Logo - EasyVista.png without having to replace your apps.

1. Duplicate the template app you just imported.

2. Rename the duplicated template app.

3. Associate an image with it.

4. Create the shortcut pointing to your app.

5. Repeat this procedure for each new app created using the same template app.
 

Step 5 (optional): Configure items using the Oxygen theme

   Open url.png See:

How to configure the Search Kbase page

Check that the Origin field is in the report. Its two values, Product name - ev Self Help.png and Product name - ev itsm.png are used to display two pages for each search you run.

How to configure items using the Oxygen theme

        Open url.png See the list of configurable items.

CommonProcedure

Step 1: Open the app

1. Click Apps - Application properties icon.png in the App Gallery to open your app in the graphic editor.
 

Step 2: Define the Oxygen customization

1. Click the widget you want to customize.

2. Add the CSS and HTML instructions indicated in the procedure for the relevant Oxygen theme item. Adapt them to your environment by selecting Content > HTML Code.

Step 3: Test the app

1. Click EVApps - GUI - Save icon.png to save your modifications.

2. Click EVApps - GUI - Execute icon.png to run the app and check that your customization is correctly displayed.


List of items that can be customized using the Oxygen theme

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Last modified by Unknown User on 2018/11/08 13:01
Created by Administrator XWiki on 2018/04/27 10:51

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