Self Service Portal Template


Service Apps minimum version: Oxygen 2.1.5

Note: To enjoy all of the functionalities of the portal, access to Self Help and Service Bots is required via connectors. To find out more, please contact your EasyVista consultant.

The template is a workspace where users can find answers to their questions or a solution to their problems using the Self Help portal and a virtual agent. Users can also monitor their activity, have discussions with colleagues and read corporate news articles.

It is created and shipped in responsive web design. This enables the app to resize automatically based on the device used, e.g. workstation, smartphone or tablet.

Notes

  • You must create connectors to enjoy all of the portal functionalities. Open url.png See the procedure
  • For an optimal display of news articles, you must create fields in the Service Manager database. Open url.png See the procedure

List of functionalities

Functionalities Notes
Home page
  • Direct access to create an incident or request, access help resources or monitor your activity.
  • Latest corporate news.
  • Top five most popular services requested within your department.
  • Questionnaire for reporting problems and creating tickets.

See more

  • A menu pane Menu icon.png at the top of each page:
    • Different languages available.
    • Useful links within the Self Service portal and to social networks.
    • Dates of important corporate events to come.
  • A top banner on all pages:
    • Notifications Notification icon.png of your activity in a side pane.
    • Direct access Profile icon.png to your personal information.
  • A bottom banner on all pages:
    • Useful links within the Self Service portal and to external websites.
    • Your activity indicators: Number of current incidents, service requests and tasks.
    • Link for contacting the IT team by email.
    • Access the chatbot to find a solution to your problem.
Questionnaire
  • Available on each page for reporting portal-related issues or IT problems.
  • Automatic ticket creation in Service Manager.
  • Page name stored automatically in the ticket description.
Functionality unavailable for the Mobile version
Service request catalog
  • Consult services that can be ordered from the catalog.
  • Apply filters and search using keywords.
  • Questionnaire for creating a request if the search is unsuccessful.
Mobile version: Display the top five most popular services requested at the top of the page.
Self Help portal
  • Solutions to problems related to hardware, software, general services, human resources or user services.
  • Direct access to Self Help help procedures.
Monitor tickets (incidents and service requests), tasks and discussions
  • Consult forms.
  • Actions for following up with the Support team, updating tickets or closing tickets early, and adding attachments.
Mobile version: Display the top three most recent tickets at the top of the page.
Chatbot
News
  • Consult all corporate news articles.
  • Search using keywords.
  • Read other news articles related to the same category.
Corporate directory
  • Access the complete list of company employees.
  • Multi-criteria search.
  • Communicate with employees via direct access to email and phone apps.
  • Locate employees using Google Maps.
Functionality unavailable for the Mobile version
Global Search
  • Simultaneous search in the corporate directory, knowledge base, service request catalog, incident catalog and news.
  • View results by category.
Profile
  • Access your personal information.
  • View your hardware and services. Request new elements.
  • Manage the use of your personal data.

Procedure: How to install and use the template

Step 1: Create fields in the Service Manager database to display the News section.

1. Create a Memo field to display the main image of the news article.
This field is used to display a thumbnail and the details of the news article.

2. Create a Text field to specify the category of the news article.
This field is used to filter and display news articles by category.

3. Create a Text field to specify tags.
This field is used to filter news articles by keyword.

Best Practice icon.png  You can run the query below.

ALTER TABLE AM_DOCUMENT
ADD E_KEYWORDS nvarchar(100);
ADD E_PICTURE nvarchar(255);
  • E_KEYWORD: Field used to specify tags.
  • E_PICTURE: Field used to display the image of the news article.
  • PHYSICAL_NAME (Note : This field already exists): Field to specify the category of the news article.

Step 2: Importing the view Top five most popular services requested within the department to Service Manager.

1. Download the file below to your workstation.

       Download icon.png  View Top five most popular services requested within the department

2. Import the downloaded file to Service Manager by selecting Administration > Import/Export > Import in the menu.

Step 3: Create connectors for the installation of the portal.

1. Click Apps - Gallery - Connectors icon.png Connector in the App Gallery toolbar or graphic editor toolbar.
The window for configuring connectors, aliases and execution contexts will appear.

2. Create a Self Help connector to enable access to Self Help.

  • Click Add Connector.
  • Select the Self Help connector.
    The fields specific to the type of connector will appear.
  • Complete the information. Open url.png See the description.

3. Create a Service Bots connector to enable the use of the Service Bots virtual agent.

  • Click Add Connector.
  • Select the Service Bots connector.
    The fields specific to the type of connector will appear.
  • Complete the information. Open url.png See the description.

4. The new connectors will be set up at step 4.

Step 4: Importing the template theme to Service Apps.

1. Download the file below to your workstation.
         Download icon.png  Responsive version versions theme

2. Import the downloaded file to Service Apps by clicking Apps - Gallery - Import icon.png Import in the Gallery toolbar.

3. Check that the theme shows as public in the theme editor Service Apps:

  • 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 5: Importing the template to Service Apps.

1. Download the required version of the files below to your workstation.
         Download icon.png  Template Responsive version

2. Import the downloaded files to Service Apps by clicking Apps - Gallery - Import icon.png Import in the App Gallery toolbar.

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

  • 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 6: Configuring Self Help and the Service Bots virtual agent for the installation of the portal.

1. Click Apps - Application properties icon.png in the app toolbar.
The graphic editor will appear.

Set up of Self Help

2. Add an EasyVista Self Help data source.

  • Click Apps - Add datasource icon.png Add Data Source in the Objects pane.
  • Select the Applications > EasyVista Self Help type of data source.
  • Complete the data source properties.
    • SelfHelp Alias/Connector: Select the Self Help connector you have created in the step 1.
    • Complete the other fields according to your needs.

3. Add a Self Help widget to display the content of the new data source.

  • Select the 02.0 Broken page from the drop-down list Apps - Drop-down list Pages.png.
    The page will open in the Conception pane.
  • Click Apps - Add widget icon.png Add Widget in the Objects pane.
  • Click and drag the EasyVista > Self Help widget type to the Conception pane.
  • Complete the widget information.
    • Datasource: Select the new EasyVista Self Help data source.
    • Complete the other fields according to your needs.

Set up of Service Bots

4. Add an EasyVista Virtual Agent data source.

  • Click Apps - Add datasource icon.png Add Data Source in the Objects pane.
  • Select the Applications > EasyVista Virtual Agent type of data source.
  • Complete the data source properties.
    • Alias/Connector: Select the Service Bots connector you have created at the step 1.
    • Complete the other fields according to your needs.

5. Add a Virtual Agent widget to integrate a call button for a virtual agent in the app.

  • Select the _Footer_Bot page from the drop-down list Apps - Drop-down list Pages.png.
    The page will open in the Conception pane.
  • Click Apps - Add widget icon.png Add Widget in the Objets pane.
  • Click and drag the EasyVista > Virtual Agent widget type to the Conception pane.
  • Complete the widget information.
    • Datasource: Select the new EasyVista Virtual Agent data source you have previously created.
    • Complete the other fields according to your needs.
       

Step 7: Importing reports to Service Manager.

Note: Only new parent queries are exported with the reports. Parent queries which already exist in your environment are not exported. This means that the items you update will not be overwritten.

1. Download the files below to your workstation.

       Download icon.png  Reports Batch #1

       Download icon.png  Reports Batch #2

2. Import the downloaded files to Service Manager by selecting Administration > Import/Export > Import in the menu.

  • Reports included in the batch #1:
    • APPS - Actions Lifecycle
    • APPS - Actions History
    • APPS - download document (details of SD_REQUEST)
    • APPS - My Actions and Tickets
    • APPS - My Details
    • APPS - Employee Approvals
    • APPS - Help you - Cant't Find Something
  • Reports included in the batch #2:
    • APPS - You personal data
    • APPS - News
    • APPS - My Tickets
    • APPS - Questions
    • APPS - All Catalog
        

Step 8: Graphic customization of the app via CSS custom properties.

1. Select the _Root page from the drop-down list Apps - Drop-down list Pages.png.
The page will open in the Conception pane.

2. Adjust CSS custom properties to your style guide to customize various elements such as:

  • Background color of sections
  • Font size, color and style
  • Border width, color and corners (rounded or sharp)

Modifications are automatically propagated to all of the relevant objects.

Tags:
Last modified by Christine Daussac on 2020/09/14 21:06
Created by Administrator XWiki on 2020/04/15 11:38

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