Mobile Support Tech Template


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 a Mobile version.

Roaming IT - All devices.png

Home page

        Mobile - 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.
  • (2) Menu:
    • Search Directory: Search for a user to access the actions to be performed or to create a new action.
    • Search Kbase.
    • Search Asset: Search for an item of equipment to access the actions to be performed or to create a new action.
  • (3) To Do pane: Number of actions to be performed by the Support person.
    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.
    Note: This information is based on information in the My Details report.

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

 Employee details

  • (1) Information on the user.
  • (2) Buttons for creating an incident and a Quick Fix. Open url.png See the configuration procedure.
  • (3) List of the user's incidents.

        Mobile - Employee directory detail.png

Search Kbase Page

 Search Kbase

1. Specify your criteria.
2. Click Display popup icon.png to run the search.
3. 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

Action Page

        Mobile - Ticket.png

  • (1) Bullet color based on the priority of the incident/request:
    • Red: Level 1
    • Orange: Level 2
    • Green: Level 3
    • Gray: Level 4
  • (2) Action creation date, category, recipient and location.
  • (3) Action icons:
    • ev_icolocalisation.jpg : Map of the recipient's location.
    • ev_icoinfo.jpg: Details on the incident/request.
    • ev_icovalidation.jpg: Closing of the incident/request.

Configuration of bullets: Bullets are called via a URL that you should modify based on your context. Open url.png See the configuration procedure.

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 file below to your workstation.
         Download icon.png  Mobile version of the theme

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 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. If required, you can 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 Mobile version

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.

How to configure bullets based on priority

Step 1: Create bullets by priority

1. Create one bullet for each priority in your image folder.

2. Name each bullet in the same way and add a different number at the end of the name to indicate the priority.
         Example documentation icon EN.png  Example - Bullets by priority.png
 

Step 2: Import bullets to Product name - ev itsm.png
 

Step 3: Define the configuration in Product name - ev sas.png

1. Go to the 0. Home page.

2. Click the Secured HTML widget Actions to do.

3. Open the text editor via Apps - Application properties icon.png using the Line > Line Cell Format property.

4. Click Apps - Text Editor - Html Editor icon.png to switch to HTML mode.

5. Modify the code below so that it points to the URL of the bullets:

<img class="fr-dib fr-draggable" src="https://gold.easyvista.com/resources/30001/pictures/Roaming%20IT/priorite#[FIELD('Priority')]#.png">

    Caution: You must comply with the naming convention below:
         Example - Bullets URL.png

  • (1): Path of the image folder.
  • (2): Name of the image.
    • Replace the priorite value with the name of the relevant bullet.
    • #[FIELD('Priority’)]#: Used to display the bullet corresponding to the action's priority level dynamically.

      Example documentation icon EN.png  Code with the name of the bullets, i.e. bullet.
      <img class="fr-dib fr-draggable" src="https://{your_image_folder}/bullet#[FIELD('Priority')]#.png">

6. Click Apps - Text Editor - Html Editor icon.png to close the HTML code editor.

7.  Click [ OK ] to save your modifications.

How to configure incident creation buttons

Employee Equipment
ev_incquickfix_employee.png ev_incquickfix_asset.png

The [ CREATE INCIDENT ] and [ QUICK FIX ] buttons are related to entries in the Incident Catalog. They are used to open a questionnaire before creating the incident. 

  • Create Incident: Used to create a standard incident.
  • Quick Fix: Used to create an incident at a later time and close it automatically once it is declared.
     

1. Go to the 4.1 Details Employee page.

2. Click the Secured HTML widget of the action button you want to configure.

3. Open the text editor via Apps - Application properties icon.png using the HTML Code property.

4. Click Apps - Text Editor - Html Editor icon.png to switch to HTML mode.

5. Replace the GUID of the <button> tag with the GUID of the relevant catalog entry.
         ev_code.png

6. Click Apps - Text Editor - Html Editor icon.png to close the HTML code editor.

7.  Click [ OK ] to save your modifications.

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Last modified by Unknown User on 2018/04/27 10:50
Created by Administrator XWiki on 2017/10/16 09:31

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