Self Service Portal Template


Specific to: Service Apps Autumn 2020

Open url.png See versions Oxygen and earlier.

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 contact.

Update wiki button.png Latest major version: Autumn 2020.

NewFeatures_MajorVersion_Autumn2020_Add1
  • Multiple languages supported.
NewFeatures_MajorVersion_Autumn2020_Add2
  • Integrated Page Display pack containing the Embedded Page and Sidebar widgets, as well as the Header Page, Footer Page and Background Page functionalities.
NewFeatures_MajorVersion_Autumn2020_FixFebruary2021_Title

Fix Autumn 2020 - Build 2020.2.124.2

NewFeatures_MajorVersion_Autumn2020_FixFebruary2021_Add4
  • Replaced Secured Html widgets with Menu widgets.

This template belongs to the Portal category in Service Apps templates. This enables users to find answers to their questions or solutions 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 shipped in a unique version that is:

  • Responsive: Automatic scaling of the app based on the device used, e.g. workstation, smartphone, tablet, etc.
  • Multilingual: The six main languages managed by Service Manager are supported in the standard version.
     

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
  • Access the Self Help portal and chatbot.
  • Questionnaire attached to an incident catalog entry for reporting problems and for automatically creating a ticket in Service Manager.
  • Latest corporate news and dates of important events.
  • Top five most popular services requested in the user's department.
  • Menu for browsing through the portal.
  • IT Health status icon.png   Health status, with access to the IT Health Status app.
  • Notification icon.png Notifications related to the user's activity, e.g. number of current incidents, service requests and tasks, with access to ticket monitoring.
  • Profile icon.png Logged-in users can access their personal data (GDPR) and use action buttons to create a ticket for one of their items of equipment or services.
  • The IT Health Status app must first be installed and configured.
  • The questionnaire will only appear in the Desktop version.
Service Request Catalog
  • Consult services that can be ordered from the catalog, with multi-criteria search.
  • View information on each service, e.g. details, scheduled delivery date, cost, etc.
  • Action buttons for creating requests.
  • In the Mobile version, the top five most popular services are displayed at the top of the page.
Self Help portal
  • Search for solutions to problems using Self Help procedures.
Activity Monitoring
  • View information on each ticket, task and discussion.
  • Actions for following up with the Support team, updating tickets or closing tickets.
  • Manage file attachments.
  • In the Mobile version, the last three tickets are displayed at the top of the page.
News
  • Consult all corporate news articles, with search using keywords.
  • Consult other news articles related to the same category.
Corporate directory
  • List of corporate employees, with multi-criteria search.
  • Communicate with employees via direct access to email and phone apps.
  • View locations using Google Maps.
  • The directory will only appear in the Desktop version.
  • To use communication functionalities, you must install a phone app on the relevant workstation.
Global Search
  • Simultaneous search in the Corporate Directory, Knowledge Base, Service Request Catalog, Incident Catalog and news.
  • View results by category.
Functionalities Notes
Home page
  • Access the Self Help portal and chatbot.
  • Questionnaire for reporting problems and for automatically creating a ticket in Service Manager.
  • Latest corporate news and dates of important events.
  • Top five most popular services requested in the user's department.
  • Menu for browsing through the portal.
  • IT Health status icon.png   Health status, with access to the IT Health Status app.
  • Notification icon.png Notifications related to the user's activity, e.g. number of current incidents, service requests and tasks, with access to ticket monitoring.
  • Profile icon.png Logged-in users can access their personal data (GDPR) and use action buttons to create a ticket for one of their items of equipment or services.
  • The IT Health Status app must first be installed and configured.
  • The questionnaire will only appear in the Desktop version. It will appear in all pages.
Service Request Catalog
  • Consult services that can be ordered from the catalog, with multi-criteria search.
  • View information on each service, e.g. details, scheduled delivery date, cost, etc.
  • Action buttons for creating requests.
  • In the Mobile version, the top five most popular services are displayed at the top of the page.
Self Help portal
  • Search for solutions to problems using Self Help procedures.
Activity Monitoring
  • View information on each ticket, task and discussion.
  • Actions for following up with the Support team, updating tickets or closing tickets.
  • Manage file attachments.
  • In the Mobile version, the last three tickets are displayed at the top of the page.
News
  • Consult all corporate news articles, with search using keywords.
  • Consult other news articles related to the same category.
Corporate directory
  • List of corporate employees, with multi-criteria search.
  • Communicate with employees via direct access to email and phone apps.
  • View locations using Google Maps.
  • The directory will only appear in the Desktop version.
  • To use communication functionalities, you must install a phone app on the relevant workstation.
Global Search
  • Simultaneous search in the Corporate Directory, Knowledge Base, Service Request Catalog, Incident Catalog and news.
  • View results by category.

Procedure: How to create an app using this template

Note: This procedure applies from the version Autumn 2020.

Open url.png See the procedure for versions Oxygen and earlier.

ProcedureStep1_CreatingApp

Step 1: Creating the app in Service Apps.

1. Click Apps - Gallery - Create Shortcut icon.png Create App in the App Gallery toolbar.
The template library will appear.

2. Select the template you want.

  • A new app will automatically be created using the template.
  • It will appear in the Design pane.

Step 2.a: 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 2.b: Importing reports to Service Manager

1. Download the files below to your computer.

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 - Actions History
  • APPS - Actions Lifecycle
  • APPS - All Catalog
  • APPS - download document (details of SD_REQUEST)
  • APPS - Employee Approvals
  • APPS - Help you - Cant't Find Something
  • APPS - IT Weather Services User/CI
  • APPS - My Actions and Tickets
  • APPS - My Details
  • APPS - My Tickets
  • APPS - New Request
  • APPS - News
  • APPS - Questions

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


Step 2.c (optional): Customizing the questionnaire at the bottom of the page.

QuestionnaireImplementation

Notes:

1. Go to Service Manager.

2. Go to the Operation > References > Questionnaire menu and create your questionnaire.

3. Go to the Operation > References > Workflows menu and create a workflow.

  • Associate your questionnaire in the Start Graphical process editor - Start step icon.png step.
  • Configure the other steps of the workflow.

4. Go to the References > Catalogues > Incident Catalog menu and select the incident catalog entry.

  • Select the workflow in the Workflow field from the form.

5. Go to the Operation > Reporting menu and search for the imported report APPS - Help you - Cant't Find Something.

Best Practice icon.png  Select the List view then use predictive entry in the column Name by searching for %help.

  • Switch to edit mode by clicking on Edit icon.png.
    The detail of the report will appear.
  • Edit the Help filter by clicking Display popup icon.png next to the report.
  • Select the incident catalog entry from which the questionnaire is attached (based on its workflow) in the Category (last level) field.
             Report Help - Modify category level.png
  • Save the filter.
EndQuestionnaireImplementation

 

ProcedureStep3_FinalizingApp

Step 3: Finalizing the creation of the new app.

1. Click Apps - Application properties icon.png to display the general properties of the app.

  • You can rename the app.
  • You can select the image associated with the app from the App Gallery in the Apps Icon tab.
  • You can select the icon to be displayed in the tab bar of the Web browser or as a shortcut on the Desktop in the Favicon tab.
  • You can modify the default theme.

2. Click Apps - Translation icon.png to make the required translations in the Objects pane. Open url.png See the multilingual management of the apps.

3. Distribute the new app to users.

  • Assign access rights to the relevant users or teams.
  • Create the shortcut pointing to your app.
  • Click EVApps - GUI - Share icon.png to send the shortcut to users.

List of files to download

Note: Refer to the procedure to install the files.

Tags:
Last modified by Christine Daussac on 2021/06/04 11:07
Created by Administrator XWiki on 2020/04/15 11:38

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