Standard Service Workplace Template


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

This template app is a space that enables users to find answers to their requirements, troubleshoot problems, monitor activity, take part in discussions with colleagues, etc. 

  • It is available in two versions, - a Desktop version and a Mobile version.
  • There are two offers to the page for troubleshooting problems, that leads to two template versions:
Standard service workplace - All devices.png

Caution

  • To install the Self Help portal, you need an access to the Knowesia platform. If you do not have this optional platform, please contact your Logo - EasyVista.png consultant for more information.

Home page

The Home page is made up of four zones:

  • A top banner (1) displaying:
    • A logo
    • A main menu for browsing through pages:
      • HOME: Return to the Home page.
      • GET: Access the Service Request Catalog. Open url.png See the description.
      • FIX: Depending on the version of the installed template:
        • either access to the Self Help portal which includes Knowesia procedures. Open url.png See the description.
        • or access to the classical page Contact IT Service Desk. Open url.png See the description.
      • STATUS: Access the page for monitoring incidents/requests/discussions. Open url.png See the description.
    • A custom menu with the main indicators for the logged-in user, used to access the corresponding list:
      • Open incidents
      • Open service requests
      • Approvals to complete
      • Discussions
    • A photo of the logged-in user with a link to view user details and submit a modification request if required
    • A logout button
  • A central pane (3) used to:
    • View the Service Request Catalog.
    • Find solutions to problems or contact the Help Desk.
    • Monitor your tickets.
  • A footer (4) with different links, including one to the Directory.

         Standard service workplace - Home page.png

Top pane

Service Request Catalog

Access: GET option in the top banner of the Home page

         GET.png

  • By default, the page will display the top five most popular services.
  • A list of filters (1) enables you to narrow your search down to the relevant catalog branch.
  • Animation triggered on hover (2) displays buttons for accessing the details of a catalog entry or for submitting a request. Open url.png See the description of the functionality.
  • The button found below the search results (3) enables you to create a request for a service that does not exist in the catalog.

Page for troubleshooting problems

Access: FIX option in the top banner of the Home page

Self Help Portal (Knowesia)

         FIX Knowesia.png

This page enables you to get some help, by drilling down into Knowesia procedures, for problems about:

  • Office ;
  • Email and collaborative working tools;
  • Mobility;
  • Workstations;
  • Printers;
  • Networks.

It also allows you to search when no solution is proposed by Knowesia.

Example documentation icon EN.png  Several help procedures are given by clicking Office icon Office icon.png then Word Word icon.png. Click To create a blank document option (1) allows you to:

  • display the detail of the procedure (2);
  • access to several features (3): Get procedure share link; Send a message to the authors of the procedure; Create a call-back request for the current procedure

         FIX Knowesia - Example Office 1.png
         FIX Knowesia - Example Office 2.png

Contact IT Service Desk

         FIX.png

List of information displayed:

  • (1) Banner with photos of the Service Desk members.
  • (2) Map.
  • (3) Section with details on how to contact the Service Desk.
  • (4) Chart displaying the Service Desk team's workload with its peak and off-peak periods.
  • (5) List of links to the most popular questions and their solutions.
  • (6) Button for creating a new incident.

My Requests

Access: STATUS option in the top banner of the Home page

         STATUS.png

This page enables you to access the following:

  • (1) Your service requests
  • (2) Your incidents
  • (3) Your approvals
  • (4) Your discussions
  • A filter (5) enables you to display all of the requests/incidents.
  • The [ MORE INFO ] button (6) displays the details of the incident/request.
             STATUS Details.png
    • (7) Information on the incident/request
    • (8) Cost of the service (in the catalog)
    • (9) Button for updating the description

Global search

Search results are displayed in three different columns:

         Global Search Results.png

The [ MORE INFO ] button display the details of the entry.

A space dedicated to discussions in the form enables you to exchange feedback on the service or knowledge article.
         Global Search Results Details.png

Procedure: 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:

  • Standard Service Workplace theme
             Download icon.png Standard 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.
  • Standard Service Workplace template app (Desktop version) which comes in two offers
             Download icon.png  Version which includes the Knowesia Self Help portal  (Note: It requires the Knowesia platform installation)
             Download icon.png  Version which includes the classical search Contact IT Service Desk

    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 ].
  • Standard Service Workplace Mobile template app which comes in two offers
             Download icon.png  Version which includes the Knowesia Self Help portal  (Note: It requires the Knowesia platform installation)
             Download icon.png  Version which includes the classical search Contact IT Service Desk

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 five reports

  • APPS - New request
  • APPS - Employee requests
  • APPS - Employee incidents
  • APPS - Employee approvals
  • APPS - My details

    Caution:

  • Parent queries are not exported with these reports to avoid accidentally overwriting them when performing an import.
  • Check that the parent query of the APPS - New request report contains the SD_CATALOG.BIG_PICTURE_PATH image field. If this is not the case, images in the Service Request Catalog will not appear.
  • Configure the filters of the APPS - New request report to adapt them to the requirements of your portal.
     

3. Create your Product name - ev sas.png apps:

  • Duplicate the Standard Service Workplace and Standard Service Workplace Mobile template apps imported in step 1.
  • Give them another name and associate an image with them.

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

 

4. In the Mobile version, the Filter List widget can only be displayed as a drop-down list. The 01.0 I Need Something page, associated with the I Need Something data source, is therefore divided into different pages/data sources, in order to display all of the options with icons.

If there are several filters to display and you want to avoid multiplying pages and data sources, you can:

  • Select the catalog pages that are the most appropriate for your portal.
  • Using the Data Viewer widget displayed on the page, create a custom widget and associate it with the 01.0 I Need Something page.
  • Configure the data source.

    Caution: If you do not add a search field, you should not select the Force Search To Get Data box in the data source.

  • Replace the List widget with the Filter List widget linked to the same data source.
     

5. In the Desktop version, the Something is Broken page contains a section for displaying links to pages for troubleshooting problems. The 02.1 404 template page is designed for this purpose. 

  • Duplicate this template page for each of the knowledge articles to be accessed via a link.
     

6. Create the required shortcuts pointing to these apps.

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Last modified by Unknown User on 2017/10/27 11:06
Created by Administrator XWiki on 2017/06/23 20:13

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