Standard Service Workplace Template


Service Apps minimum version: Oxygen 2.1

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.

Update wiki button.png Latest major version: Oxygen 2.1 -

  • Template fully responsive
  • New management of CSS Custom Properties
  • Accessibility compliance upgrade
  • Integration of the Page display package (Embedded Page and Sidebar widgets, Header page and Footer page functionalities)

This template is a space intended to allow users to find answers to their needs, find a solution to a problem via a Self Help portal, monitor their activity, exchange with their colleagues, etc. 

It comes in a single, Responsive version which automatically adapts to the viewing device used (workstation, smartphone, tablet, etc.).

Standard service workplace - All devices.png

Home page

         Home page.png

The home page comprises the following sections:

  • A top banner, displayed on all pages, containing:
    • the client's logo
    • quick access to the application pages:
      • GET: access to the service requests catalog
      • FIX: access to the portal, including Self Help procedures
      • STATUS: access to the status of the user's incidents/requests/validations/discussions – also via the notification bar
    • a photo of the logged-in user: access to personal data
    • a language toggle button (English/French)
    • a logout button
  • A newsfeed banner.
  • A central area used to:
    • consult the service requests catalog;
    • search for a solution to a problem via a portal;
    • monitor incidents/requests;
    • report an incident.
  • A banner displayed at the bottom of every page containing different links, including to the corporate directory.

Top banner

Service requests catalog

Access: GET option in the top banner on the home page.

         Service request catalog.png

Via this page, user can display the list of assets that can be requested.

  • A list of filters can be used to narrow the search down to the relevant branch of the service requests catalogue.
  • Two buttons are displayed below each service.
    • More info: details of the item and service offer: description, scheduled delivery time, cost
    • New request: entry of the request
  • A button positioned below the search result serves to create a request for a service not found in the catalog.
             Service request catalog - Other request.png

Self Help portal

Access: FIX option in the top banner on the home page.

    Open url.png See:

         Self Help portal.png

Via this page, users can obtain help via procedures for issues concerning: 

  • equipment;
  • software;
  • general services;
  • human resources;
  • user services;
  • miscellaneous information.
     

When no solution is found, users can also run a search via this page.

Example documentation icon EN.png  By clicking the Software icon.png Software icon, then the Word icon.png Word icon, a number of help procedures can be viewed. Click Create a blank document to:

  • display the procedure's details;
  • access various functions: obtain a link to share the procedure; send a message to the procedure's author; create a call-back request for the current procedure.

See the screens

FIX Self Help - Example Office 1.png

FIX Self Help - Example Office 2.png

Alternative page

Users have access to an alternative page when the portal is unavailable. Via a dedicated button on this page, they can contact the Support team when they encounter problems.

You have to perform a specific configuration to set up this page. Open url.png See the procedure.

         Self Help no portal.png

My status follow-up

Access: STATUS option in the top banner on the home page.

         My requests.png

On this page, users can access, via a tab bar, their service requests, their incidents, their validations and their discussions.

  • A notification bar quickly indicates the number of objects in progress or to be processed.
             My requests - Notification.png
  • A filter can be applied to display all incidents/requests or only those currently being processed.
  • The More info button below each incident/request can be used to:
    • display the object's details;
    • update/cancel the object, or issue a reminder to technical support;
    • display the history of actions;
    • manage attachments.

My Profile

Access: Click the user photo in the banner at the top of the home page.


Users can display various data concerning them.

  • General information: name, civil status, e-mail, phone, etc.; the Modify button is used to update information;
  • List of their equipment and services; the Report an incident button is used to create an incident linked to one of the equipment items or services.

             User profile - My profile.png 

Global Search

Access: HOW DO I? search field displayed on the home page.

         Global search.png

Via this page, users can search for a service or knowledge.

  • Click the More info button to display details of each entry.
  • A field at the bottom of the screen is used for discussions.

Corporate directory

Access: Corporate directory option in the banner at the bottom of the home page.

         Corporate directory.png

Via this page, users can access the list of company employees.

  • A search field can be used to quickly find an employee.
  • Certain items are contextual and can be used to directly contact employees via their e-mail address, phone number, etc.

Procedure: How to install and use the template

Step 1: Creating connectors for the installation of the portal.

Note: Do not complete this step if you do not want to install 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 2: Importing the template theme to Service Apps.

1. Download the file below to your workstation.
         Download icon.png  Desktop and Mobile 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 3: 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 4: Configuring Self Help and the Service Bots virtual agent for the installation of the portal.

Note: Do not complete this step if you do not want to install the portal. In this case, go to the step 5 and set up the access to the alternative page.

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 5 (optional): Configuring when the portal is not used.

1. Retrieve the alternative page identifier of the portal.

  • Select the 02.1_Broken_not_SH page from the drop-down list Apps - Drop-down list Pages.png.
    The page will open in the Conception pane.
  • Execute the app via EVApps - GUI - Execute icon.png.
    The app will appear in a new Web browser tab.
  • Copy the page ID in your browser address bar: you should keep only the text displayed in yellow at the end of the URL after &page=.

    example  ID = 5e747938cc520

https://<your server>/index.php?timestamp=1584720556885&name=com.50007.5e57ca8c48d93&page=5e747938cc520

  • Close the page.
    You will return to the graphic editor.

2. Replace the access identifier to the FIX page by the alternative page identifier, on both M_Embedded_Header and S_Embedded_Header pages.

  • Select the M_Embedded_Header from the drop-down list Apps - Drop-down list Pages.png.
  • Click Apps - Manage widgets icon.png Widget in the Objects pane and select the Navigation widget.
  • Open the text editor via Apps - Edit Html icon.png from the Html Code property of the widget.
  • Open the Html code editor via Apps - Text Editor - Html Editor icon.png
  • Replace the identifier of the FIX line by the alternative page identifier you stored previously.

    example  
    FR - Self Help no portal - Replace pagelink.png

  • Click OK.
  • Close the text editor.
    The FIX page points to the alternatie page.
  • Repeat the same operations on the S_Embedded_Header page.

Step 6: Importing reports to Service Manager.

1. Download the file 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 Download reports

  • APPS - New request
  • APPS - Employee requests
  • APPS - Employee incidents
  • APPS - Employee approvals
  • APPS - My details
  • APPS – Download document (detail of SD_REQUEST)
  • APPS – Apps Questionnaire

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

3. Verify that the parent query of the APPS - New Request report contains the Image field Image SD_CATALOG.BIG_PICTURE_PATH. Otherwise the images in the Service Request Catalog will not be displayed.

4. Configure the filters of the APPS - New Request report to adapt them to the requirements of your portal.
 

Step 7: Creating your apps.

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

1. Duplicate the template you just imported.

2. Rename the duplicated template.

3. Associate an image with it.

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

Step 8: Creating the shortcuts pointing to your apps.

1. Create the shortcut pointing to your apps previously created.

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Last modified by Christine Daussac on 2020/08/12 23:19
Created by Administrator XWiki on 2017/06/23 20:13

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