ev|Service Manager - 2013 - Release Notes


Contents

This page lists the new features included in the 2013 version of EasyVista. The main areas of development for this version are as follows:

  • A change to the interface to make it smoother and allow it to support new mobile appliances
  • The Social IT mode with discussions and the chat mode
  • A new search engine
  • An important development to the questionnaires system

Note: The screenshots were produced with a preliminary version of EasyVista 2013. They may therefore sometimes differ from the final version. In particular, the icons do not necessarily correspond to their definitive versions.

Interface improvements

The interface of EasyVista 2013 has been significantly overhauled, with particular work on the following two topics:

  • Improved support for tablets
  • Inclusion of feedback on the EasyVista 2012 interface

Developments to the interface

Reminders concerning the EasyVista 2012 graphical interface

EasyVista's 2012 graphical interface introduced the following innovations:

  • A notification system was included
  • Preview windows were added
  • A pull-tab was added to quickly launch wizards
  • Tools were reorganised in a dedicated pull-tab

Easyvista 2013_FR_eng-GB_html_m6f82fcd2.png

Figure - EasyVista 2012 graphical interface

The interface for the 2013 version is similar overall, but we have modified the graphical charter to make it clearer and simplified or modified certain mechanisms to simplify access to them. Visually, the interface looks as follows:

Interface of EasyVista 2013

Easyvista 2013_FR_eng-GB_html_37963f89.png

Figure - EasyVista 2013 graphical interface

Graphically, the new interface emphasises areas of flat colour and, as far as possible, avoids fading which makes the general rendering more processor-intensive.

The new main menu

Visually, the new menu system is expressed by a bar (of the colour of the theme), more visibly identifying the current module.

Easyvista 2013_FR_eng-GB_html_m51f3c7fe.png

Easyvista 2013_FR_eng-GB_html_7c1193a4.png

Easyvista 2013_FR_eng-GB_html_2eb61ce1.png

Figure - Visual presentation of the new menu

When not all of the elements of the menu can be fully displayed, small arrows appear, which can show the missing elements.

Easyvista 2013_FR_eng-GB_html_22daf848.png

Figure - Menu extension system

User information

Information concerning the user has been moved from the lower left zone to the upper right zone to make it consistent with the market standard and bring it closer to the disconnection button.

The photo of the connected user is now shown in this zone.

Easyvista 2013_FR_eng-GB_html_4add5773.png

Figure - Information on the user

If the small arrow alongside the profile name is clicked, this displays the standard information window from which, amongst other things, the password can be changed:

Easyvista 2013_FR_eng-GB_html_a2c5098.png

Figure - User information display window

The domain-selection combo box is also shown in this zone:

Easyvista 2013_FR_eng-GB_html_2a6271aa.png

Figure - Choosing the domain

Letters can be entered into the entry zone to automatically filter the list on what has been entered, as the following illustration shows:

Easyvista 2013_FR_eng-GB_html_m37a6a504.png

Figure - Filtering the list of domains

This function is particularly convenient for users having many domains.

The notification bar

Easyvista 2013_FR_eng-GB_html_m19178bb3.png

Figure - The new notification bar

The graphics of the notification bar have changed, but it has the same functions:

1Number of actions to be performed
2Number of actions late
3Actions of my groups
4Number of discussions unread. See the chapter on discussions for more information.
5News zone
6Access to the chat function. See the corresponding chapter
7Tool for masking / displaying the pull-tab

The preview windows in the new interface are accessed by clicking on the indicator (in the previous version, just moving the mouse over was sufficient, which could make the window appear unexpectedly.

Access to tools

The tools pull-tab has been replaced by a button located on the main bar for the forms and grids:

Easyvista 2013_FR_eng-GB_html_m10727d92.png

Figure - Tools access button

The upper bar for spreadsheets and forms

Easyvista 2013_FR_eng-GB_html_m5e0cc553.png

Figure - Upper bar for spreadsheets

1Wizard execution zone
2Name of the displayed spreadsheet. In the case of a drill-down, this zone displays the current path
3Current search field (the column on which the grid is sorted)
4Search entry zone
5Button for adding the grid to favourites
6Access to tools launch

Easyvista 2013_FR_eng-GB_html_2c51e574.png

Figure - Upper zone of forms

1Arrow for return to the previous grid
2Icon representing the displayed object
3Wizard execution zone. The name of the wizard appears just before the name of the object concerned (4) to make it easier to understand the corresponding action.
4Name of the object contained in the form
5Save button
6Button to create a new element
7Current search field (modifiable via the downwards arrow)
8Search entry zone
9Access to tools

Launching wizards

The pull-tab for launching wizards has been removed and replaced by a combo-box located at the top left of the upper zone on forms and grids. This change of location brings the wizard-selection zone closer to the zone on which it acts.

To execute a wizard, just select it in the list, then press the enter button. If the wizard that you wish to launch is the one that is displayed in the edit zone, just click on the green box located just to the right of it, to launch it.

Easyvista 2013_FR_eng-GB_html_m2ccac2f8.png

Figure - New method of accessing wizards

It is also possible to filter the list of wizards by typing characters in the entry zone, as the following screenshot shows:

Easyvista 2013_FR_eng-GB_html_m63f8796.png

Figure - Filtering wizards

New module for selection in tree structures

The simplified search and selection functions have been extended to tree structures.

Easyvista 2013_FR_eng-GB_html_m242ca798.png

Figure - Use of the quick search module in tree structures

You can type the text to search for in the search zone. The first five records that meet the search criteria are displayed. The text to search for can be entered in any order.

Browsers supported in the desktop version

The only browsers officially supported by EasyVista in the desktop version are the following:

IE8, IE9 and IE10

Chrome (most recent version)

Firefox (most recent version)

Support for tablets

Numerous interface elements behave differently depending on whether they were launched from a browser on a workstation or a tablet. Also, some functions have been modified overall to suit them for the specifics of tablets.

Browsers supported on tablets

We support the browsers based on WebKit safari under iOS, as well as Chrome and the standard browser on versions of Android < 4.1 on Android tablets.

Dynamic resizing of graphical elements

Here is the interface of EasyVista 2013 on an iPad (retina):

Easyvista 2013_FR_eng-GB_html_m3286301b.png

Figure - EasyVista 2013 interface on an iPad

If you compare this image with the version for the workstation (Figure – page 5), you will notice that all the icons have been enlarged to make them easier to select.

Integration of the Wizards window

Easyvista 2013_FR_eng-GB_html_2b1a37f8.jpg

Figure - Integration of the Wizards window

Windows may sometimes be superimposed one above the other, as the following screenshot shows:

Easyvista 2013_FR_eng-GB_html_m3d4d29dc.jpg

Figure - The example of window superimposition

Note that these windows can be closed by clicking the '+' button located at the top right:

Easyvista 2013_FR_eng-GB_html_ab8a124.png

Figure - Window closure button

It is also possible to move these windows by clicking the line located in the upper zone and keeping the mouse button pressed:

Easyvista 2013_FR_eng-GB_html_603338f1.png

Figure - Moving integrated windows

Lastly, it is possible to resize certain windows by using the mouse to move their lower right corner:

Easyvista 2013_FR_eng-GB_html_m1a3d1b5d.png

Figure - Resizing integrated windows

JavaScript graphs

Graphs displayed until now under EasyVista required a dedicated module in the form of a Flash file. As Flash is not supported by iOS devices and, more recently by Android devices, we have rewritten most of the graphs in JavaScript. Here is an example of the Continual Improvement screen on an iPad:

Easyvista 2013_FR_eng-GB_html_5eadc805.jpg

Figure - Continual Improvement on an iPad

Here is another example with a trend graph:

Easyvista 2013_FR_eng-GB_html_m20df15b3.jpg

Figure - Trend graph in JavaScript

Note: Some graphs, such as gauges, which have no equivalent in the JavaScript library that we used, remained displayed in the form of Flash files.

Optimised management of hints

Under EasyVista 2012, the hint windows are always displayed, even if the text of the hint corresponds to the text displayed:

Easyvista 2013_FR_eng-GB_html_6d28fc92.png

Figure - Displaying a hint under EasyVista 2012

Under EasyVista 2013, the hints are ONLY displayed if the associated text is not complete:

Easyvista 2013_FR_eng-GB_html_6b8803de.png

Figure - Hint not displayed under EasyVista 2013

When a hint is displayed, it is displayed in the following form:

Easyvista 2013_FR_eng-GB_html_m40f550fd.png

Figure - New display of hints

New window for configuring tabs

The tab configuration window, which was until now written in Flash, has been rewritten in JavaScript in order to function on tablets.

Easyvista 2013_FR_eng-GB_html_426a7e9a.png

Figure - New window for configuring tabs

EasyVista for Smartphones

General presentation

We have totally rewritten the mobile version of EasyVista to offer a superior user experience, using the most recent mobile technologies.

Access is via the URL [URL EasyVista]/mobileHD_index.php

The following login box appears:

Easyvista 2013_FR_eng-GB_html_m4569c99b.png

Figure - Login box

After the menu, the main menu is displayed:

Easyvista 2013_FR_eng-GB_html_1ba3542.png

Figure - Main menu

The menu may differ according to the profile:

Easyvista 2013_FR_eng-GB_html_5919474.png

Figure - Another example of the home menu

From the home menu, it is possible to change the domain and disconnect from the application.

If one of the entries in the main menu is clicked, the list of elements concerned appears:

Easyvista 2013_FR_eng-GB_html_79e50aab.png

Figure - List of actions in the mobile version

Of course, the grids may be displayed in landscape mode:

Easyvista 2013_FR_eng-GB_html_e70286.png

Figure - Grid in landscape mode

From these lists, it is possible to return to the main menu (via the "home" icon at the top left), browse via the navigation bar in the lower zone, make searches, sort on various columns and change filters, as the following screenshot shows:

Easyvista 2013_FR_eng-GB_html_m50ced531.png

Figure - Changing the current filter

It is also possible to display the forms by clicking on the corresponding button in the list. The forms have the following appearance:

Easyvista 2013_FR_eng-GB_html_39c73ca8.png

Figure - Example of a form in the mobile version

Certain selected wizards may be launched from the forms or the grids. These wizards are, functionally, completely consistent with those that can be executed from the conventional application:

Easyvista 2013_FR_eng-GB_html_655a1470.png

Figure - Launching wizards in the mobile version

New integrated functions

EasyVista Mobile HD has the same functions as the previous version. We have added the creation of service requests. You can select a service from the main menu, as the following screenshot shows:

Easyvista 2013_FR_eng-GB_html_154ecc2a.png

Figure - Creating a service request with EasyVista Mobile HD

Note: The questionnaires are fully managed in the mobile version. Conditional questions are also fully supported.

Social IT

Important social functions have been added to EasyVista 2013. These functions can improve the exchange of information between users by overcoming the usual hierarchical constraints.

Discussions

The new discussion mechanism allows various technicians to exchange information, ideas, etc., on all subjects available in the EasyVista ecosystem.

A discussion may be related to an object managed by EasyVista or it may be completely unrelated. Anyone who creates a discussion can precisely define the visibility and the scope, while all users can subscribe to discussions that they consider interesting. Visually and functionally speaking, the discussion system is based on concepts that are common to the most well-known social networks.

The discussions appear on all of the home menus in the form of two tabs: "All discussions" and "my discussions". The first tab displays all discussions accessible to the connected user according to his/her domain, while the second tab displays the discussions that he/she has created, those to which he/she has replied, those to which he/she has been appointed by name or the discussions to which he/she has subscribed.

Easyvista 2013_FR_eng-GB_html_1ba01d50.png

Figure - Access to discussions from the home menu

This second tab contains the discussions that are most important in the context of your work. A new icon has been added in the notification bar. This icon lets you know whether there are any updates to the discussions that you are following or new discussions concerning you in the "Discussions" tab:

Easyvista 2013_FR_eng-GB_html_m1874bac8.png

Figure - Discussions notification icon

If you click on the figure, you will be automatically sent to the "My discussions" tab.

Discussions may also be opened on all EasyVista objects (with the exception of users) and may be displayed via the dedicated tab, which has been added to all of the forms:

Easyvista 2013_FR_eng-GB_html_29000a5b.png

Figure - Discussions from a form

By default, the two tabs display the 10 most recent discussions. At the bottom of the list, a button invites you to display the next 10:

Easyvista 2013_FR_eng-GB_html_m3a1f774e.png

Figure - Displaying the next 10 discussions

Note 1: The discussions are always sorted from the newest to the oldest. Replying to a discussion will move it to the first position in both lists.

Note 2: All of the discussions in the "My discussions" tab also appear in the "All discussions" tab.

General discussions interface

The general interface looks as follows:

Easyvista 2013_FR_eng-GB_html_46eb46ed.png

Figure - Description of discussions

1Main zone for discussions and replies
2Photo of the creator of the discussion
3Zone for creating a new discussion
4Function for adding a reply
5Date of the discussion. The discussions are sorted in ascending date order
6Visibility of the discussion. The concept of visibility will be discussed below.
7Function for following a discussion
8Icon representing the type of discussion or the object associated with the discussion
9Button for acting on a discussion that is owned by the connected user
10Search zone

Creating a new discussion

General principle

According to the type of discussion that you wish to create, you are either going to use the dedicated tab on the form for an object managed by EasyVista (see previous chapter) or you are going to directly go via a Home menu.

In all cases, you will have to begin a discussion by typing in the zone marked by an arrow in the screenshot below:

Easyvista 2013_FR_eng-GB_html_68ec0467.png

Figure - Creating a new discussion

The interface then changes, taking the following form:

Easyvista 2013_FR_eng-GB_html_m7e96f801.png

Figure - Elements in the creation of a discussion

The text of the discussion must be typed in zone (1); this zone can be enlarged by dragging the small icon on the lower right towards the bottom. Section (2) lets you define its visibility (see chapter C.1.2.2). The combo-box (3) lets you choose the discussion category:

Easyvista 2013_FR_eng-GB_html_m31d1eb4c.png

Figure - Choosing the "question" category

You can create discussions of the "question", "event" or "information" types. The corresponding icon lets you immediately see the type of discussion in the list. If the discussion is created on an object, you cannot choose the category and the icon corresponds to the type of object, as the following screenshot shows:

Easyvista 2013_FR_eng-GB_html_3bd13aa9.png

Figure - Type of discussions

In this case, the name of the object is displayed as a hint on the icon and a click on the icon will take you directly to the form for the object in question.

You can cancel entry using the cross (4).

Visibility of a discussion

By default, a discussion is public. This means that it will be visible (in the "All discussions" tab on the "Home" menu) to all users authorised by the domain (those who can access your form). However, it is possible to restrict the visibility of the discussion using zone (2) of the previous screenshot. A discussion may be visible only to one or more users and / or one or more groups. This information is entered contextually in zone (2):

Easyvista 2013_FR_eng-GB_html_m28ce260b.png

Figure - Changing the visibility of a discussion

You can add as many groups as exist (which appear in blue) and as many users as exist (in green) to this zone. By default, the list contains the groups that are accessible to you, but when you have typed at least three letters, the list contains only the groups AND the users filtered according to the characters entered (technically speaking, EasyVista displays the first five users). The filtered text is taken from several fields (the name of the user or the group, the email address, the login and the function for users).

Alongside the groups and users, EasyVista supplies two dedicated lists (which we call "System circles"): "My entity" and "My groups", grouping your colleagues in your entity and those sharing a group in common with you. The system circles are displayed in the form of a black box.

Easyvista 2013_FR_eng-GB_html_5c23329a.png

Figure - System circles

As long as the discussion has not been saved, you can delete users, circles or groups by clicking on the small "X" on the right of the corresponding box.

Note: If you designate users in the discussion-visibility box, they will see the corresponding discussion in the "My discussions" tab.

Saving the discussion

When all elements of the discussion have been entered, it can be definitively saved using the "Share" button.

Modifying a discussion

When a discussion has been created, the owner can modify it, delete it or close it. These actions are accessed via the menu located on the top right of the discussion:

Easyvista 2013_FR_eng-GB_html_m22c9dda7.png

Figure - Menu for editing a discussion

Editing allows the text of a discussion to be changed (but cannot modify the other parameters, such as visibility).

It is possible to delete an existing discussion or close it. A closed discussion is always presented for display but it can no longer be modified and no new replies may be added. When a discussion is closed, it is not possible to reopen it.

Easyvista 2013_FR_eng-GB_html_79dc61f3.png

Figure - Closed discussion

Replying to a discussion

To reply to a discussion, just click on the corresponding link in the lower zone of the discussion:

Easyvista 2013_FR_eng-GB_html_m154f2a1e.png

Figure - Reply to a discussion

Your reply can then be edited or deleted via the two following elements:

Easyvista 2013_FR_eng-GB_html_6431b6c7.png

Figure - Editing or deleting a reply

Note: When you have replied to a discussion that is only available in the "All discussions" tab, it will also become accessible in the "My discussions" tab.

Follow, or stop following, a discussion

You might be interested in a discussion that you have not initiated. In this case, just click on the "Follow" button located in the upper zone of the discussion. This will have the effect of positioning the discussion on the "My discussions" tab:

Easyvista 2013_FR_eng-GB_html_m3bdc2bba.png

Figure - Subscribing to a discussion

When you no longer wish to follow a discussion, simply do the reverse:

Easyvista 2013_FR_eng-GB_html_m4408c578.png

Figure - Unsubscribing to a discussion

Activating / deactivating discussions

Discussions may be allowed or prohibited at the level of a group via the following checkbox (on the group's form):

Easyvista 2013_FR_eng-GB_html_58dc8c87.png

Figure - Discussions activation function

So that a user has access to the discussions, he/she has to appear in at least one group for which discussions are authorised.

By default (when creating a new group or when migrating from a previous version of EasyVista), this field is set to "false". Discussions therefore have to be initiated group by group.

Searching in discussions

The zone located above the discussions (zone (1) in Figure ) lets you perform text searches in all the discussions. The system acts as a filter on the display of the discussions and the filter remains active until you click on the cross on the right (2) to empty the content of the filter.

You can also specify several words, which will be automatically combined via an "AND".

Easyvista 2013_FR_eng-GB_html_m70a753eb.png

Figure - Discussions search module

The chat mode

Fundamental concepts and definitions

The chat function incorporated into EasyVista 2013 can allow to users to discuss subjects related to their tasks in EasyVista.

This chat function, which requires the installation and management of additional servers, is only available in SaaS mode.

The chat system is based on the open XMPP standard. Users of EasyVista can chat with each other through the interface, through an XMPP client (also called Jabber) under Windows, Linux, MacOSX,…, or through a correctly-configured mobile XMPP client.

 

Mobile client

Native client

Figure - Platforms supporting chat mode

Technically speaking, EasyVista behaves as an XMPP client.

Setting up chat under EasyVista

Chat can be activated or deactivated at the group level by adding a new checkbox:

Easyvista 2013_FR_eng-GB_html_57970e43.png

Figure -Activating / de-activating chat for a group

For a user to have access to the chat function, he/she must belong to at least one group having the chat function activated.

When you import data to add groups or users, the chat function will not be activated for the elements that are imported. You must use the synchronisation module, which is accessible from the administration menu:

Easyvista 2013_FR_eng-GB_html_m23e8ee59.png

Figure - Chat synchronisation

This mechanism updates the OpenFire XMPP databases on the server with EasyVista data.

You must validate the operation by clicking the corresponding button and a validation message will be displayed when processing is finished:

Easyvista 2013_FR_eng-GB_html_m4de6ab0a.png

Figure - Chat synchronisation operation completed

Availability

Each user is assigned an availability status. The four existing availability statuses are "Online", "Absent", "Do not disturb" and "Not connected"

Easyvista 2013_FR_eng-GB_html_67d6e31e.png

Figure - List of statuses for chat

The availabilities are managed by the system, except for "Do not disturb", which must be set manually.

Contact groups

For two users to be able to chat, a relationship must exist between them in the chat system. By default, EasyVista automatically adds a relationship between you and all the users of groups to which you belong. For other uses, you must create the relationship using the method that will be described below.

So that two users can use the chat system to talk to each other, a link must exist between them at the system level. By default, when chat is initialised for one or more groups, EasyVista will create a link between you and all the other users of the groups to which you belong and for which chat is active.

Chat can therefore be set up in EasyVista by checking the box authorising chat group by group.

If you wish to chat with a user who is not in one of your groups but who has the chat system, you must perform this operation manually as described in chapter C.2.2. This policy avoids overloading the chat system with links between users who do not need to talk to each other.

JID

Each user of the chat system in EasyVista is identified uniquely by their JID (Jabber ID), which generically appears as follows:

Username@DomainName/Resource

Under EasyVista, the JID is defined as follows:

Login_CompanyName@easyvista.com/CompanyName

CompanyName is defined by the EasyVista administrators when your company is created in hosted mode and it will be communicated to you. It cannot be modified. We use it as a resource to prevent two users with identical logins in different companies from being able to chat with each other.

The login is automatically generated by EasyVista from the user's login name, adding a numerical increment (login1, login2 etc.,) in case of duplicates.

The JID appears on users' forms:

Easyvista 2013_FR_eng-GB_html_m119fa4eb.png

Figure - Displaying the JID on a user's form

This JID is used for access via mobile as described in chapter C.2.5.

Users' passwords for chat

When initialising the JID for users, EasyVista will generate a complex and random password for each user. This password is not normally intended to be known to users because it is used internally.

However, if you wish to connect to the chat system with an external client such as a mobile (procedure which will be described in chapter C.2.5), you must change your password.

Easyvista 2013_FR_eng-GB_html_m34a1eabe.png

Figure - Access to password change for chat

Easyvista 2013_FR_eng-GB_html_27826fb4.png

Figure - Password change box for chat

Adding chat to the notification bar

The right part of the notification bar has been equipped to manage chat. It appears as follows:

Easyvista 2013_FR_eng-GB_html_m2a7315af.png
Figure - Chat part in the notification bar

Access to the chat window. A click on this icon will display the window, which will be described in the following chapter.

When several chats are taking place, the appearance of the icon changes, as the following screenshot shows:

Easyvista 2013_FR_eng-GB_html_m52cb0b6b.png

Figure - Chat icon with several discussions

When the chat window is closed, an indicator appears on the window to show that new messages have arrived. Click on this indicator to redisplay the window.

Easyvista 2013_FR_eng-GB_html_m3c3a4992.png

Figure - New message arrival in the chat system

2Icon for adding a new chat
3
Current status. Clicking this icon will bring up the window, letting you change your status manually.

Easyvista 2013_FR_eng-GB_html_m2dcc0cd7.png

Figure - Changing status

Starting a chat through EasyVista

EasyVista 2013 lets you start a chat in two different ways: from a form or from the "chat" part of the notification bar.

Access to chat from a form

Chat is accessed through the drop-down menu on the left of the user's name. Two cases may occur:

  1. The user may or may not be in your list of contacts for chat.

If he/she is in your list of contacts (the user is in one of your groups or you have already chatted with him/her), you can directly see his/her availability status alongside his/her name:

Easyvista 2013_FR_eng-GB_html_bc14162.png

Figure - Status of users on forms

We see in this screenshot that Service Desk Manager is available, while Frank Gounod is not. If the user is available, the drop-down menu lets you start a chat with this user:

Easyvista 2013_FR_eng-GB_html_78f4647a.png

Figure - Access to chat with an available user

  1. The user is not in your contact list

If the user is not in one of your groups or if you have never chatted with him/her, he/she is not in your contact list by default.

In this case, this employee's status icon is replaced by a question mark:

Easyvista 2013_FR_eng-GB_html_6bb3f9d2.png

Figure - Employee not in your list of contacts

To add this employee to your list of contacts and to be able to see his/her status, you must click on the question mark. A warning message is displayed:

Easyvista 2013_FR_eng-GB_html_6b713758.png

Figure - Adding an employee to the list of contacts for chat

Tip: To easily chat with any user who has access to this function, you can go via the directory of users, perform your search, then display the user's form, to easily access the chat buttons.

Access to chat from the notification bar

To initiate a direct chat session (without going via a form), just click on the "add session" icon and choose the user from those who are connected:

Easyvista 2013_FR_eng-GB_html_2aaf04db.png

Figure - Creating a new chat session

The chat window

The chat window is, as is usual, divided into two parts. The upper zone displays the history of the current session while the lower zone lets you enter a new message. The user you are chatting with is shown in the title bar and his/her name appears in blue in the chat.

Easyvista 2013_FR_eng-GB_html_2ac54a89.png

Figure - The chat window

If you are chatting with several people at the same time, the icon for access to the chat window changes its appearance. By clicking on it, you can move from one user to another. If a user is shown in red, this means that there are new messages for the corresponding chat session.

Easyvista 2013_FR_eng-GB_html_md43ea17.png

Figure - Change of conversation

The chat window can be minimised (1) or closed (2), thus ending the current chat session.

Easyvista 2013_FR_eng-GB_html_m300dac60.png

Figure - Managing the chat window

When the window is minimised, just click on the "bubble" icon ((1) on Figure ) to make it reappear.

Configuring chat with a mobile client

I will illustrate this chapter using the configuration of the Xabber XMPP client under Android as a model. If you are using other clients on other platforms, the configuration will be roughly the same.

The information to be entered is shown in red in the following screenshot. As a reminder, you can find elements (1), (3) and (4) on your user form (see Figure ).

Easyvista 2013_FR_eng-GB_html_69195447.png

Figure - Configuring a mobile client

Developments to Transition and Operation

This section covers the developments that mainly affect the Operation and Transition modules. This section will explain the new full-text search engine and the changes to the questionnaires.

New full-text search engine

Generalities

We have decoupled the search functions in the knowledge base by using native SQL Server functions (functions used by the Bing engine). The functions offered have been considerably extended and the general speed of the system has been increased.

As a reminder, here is the full-text search window for the 2012 version:

Easyvista 2013_FR_eng-GB_html_571657ba.png

Figure - Full-text search using EasyVista 2012

The new window looks as follows:

Easyvista 2013_FR_eng-GB_html_e993946.png

Figure - New search screen

This window replaces the previous one. It is launched from the same menus. It may appear in embedded or in pop-up form according to the context.

For example, when you execute it from the "Operation / Known Errors and Problems / Full-Text search" menu, it appears in the form of a pop-up window, because in this case, selecting an entry in the results displays the corresponding element in EasyVista's window. In this case, the window behaves like a navigation tool.

Easyvista 2013_FR_eng-GB_html_m1d0feed1.png

Figure - Full-text search in pop-up mode

When the window is accessed from an incident form, the window is in embedded mode, as the following screenshot shows:

Easyvista 2013_FR_eng-GB_html_6219388b.png

Figure - Search window in embedded mode

The components of the search window

Easyvista 2013_FR_eng-GB_html_7e008737.png

Figure - Components of the search window

1Combo-box for choosing the search engine (EasyVista by default). Functions identically to that of previous versions.
2The zone for entering the text to search for
3Search for texts containing all words of the entered text
4Search for texts containing at least one of the text words entered
5New. Advanced search (see chapter D.1.4)
6Choice of elements searched for
7New. Advanced filtering. It is now possible to filter the results of the search by language, location, entity, subject or CI.
8New. Filtering by date or by date range.
9Displaying the results (see following chapter)

Presenting the results of the search

The results window is composed of several parts described here:

Easyvista 2013_FR_eng-GB_html_mb106094.png

Figure - Results window

1Name, identification and date of the object concerned. A click on this zone displays the element concerned in the main window, when we are in in pop-up mode
2Title and content. The text that is found is highlighted
3Icon identifying the type of object
4Relevance (reported by the MSSQL engine).
5Average rating of this knowledge base entry. The knowledge base entry ratings are described in chapter .

Advanced search functions

In advanced mode, you can type more complex requests with "AND", "OR" and brackets:

Easyvista 2013_FR_eng-GB_html_165feb28.png

Figure - Advanced search functions

Unfortunately, in advanced mode, EasyVista cannot highlight the words in the results zone, because the engine does not return this information.

Using keywords

The interface for adding key words to the search has also been significantly developed. To access it, just click the "Key words" button just below the search zone:

Easyvista 2013_FR_eng-GB_html_m182b7978.png

Figure - Adding key words to a search

In the zone that appears, you can select the key words in the list or filter this list by typing the first characters of the key words that you are looking for.

Filtering by prerequisites

It is possible to associate prerequisites to groups and to technicians. A prerequisite can limit access to certain knowledge base entries, in the full-text search module, to users with the necessary prerequisites.

The prerequisites are accessible via the menu "Transition > References > Prerequisites for knowledge base entries"

Easyvista 2013_FR_eng-GB_html_f850784.png

Figure - Access to the list of prerequisites for knowledge base entries

A prerequisite corresponds quite simply to a multilingual text and a corresponding grid for creating a new one, deleting one or editing those that exist.

Tabs have been added to the user and group forms to associate or delete prerequisites:

Easyvista 2013_FR_eng-GB_html_m1fedb5f.png

Figure – Interface for managing prerequisites

Certain prerequisites are specific to a user, while others are inherited from the groups to which he/she belongs. Prerequisites inherited from groups cannot be deleted (this is the case of the "Oracle ACM" prerequisite above).

The interface for configuring groups offers the same function:

Easyvista 2013_FR_eng-GB_html_m4a3e7643.png

Figure - Interface for configuring group prerequisites

To finish, just add prerequisites to the entries in the knowledge base using the new tab shown in the following screenshot:

Easyvista 2013_FR_eng-GB_html_7ddd413.png

Figure - Interface for managing prerequisites on a knowledge base entry

When the full-text search is used, a knowledge base entry that contains the string that is searched for will only be displayed if the connected user has all the prerequisites required by the knowledge base entry (technicians may possess their own prerequisites or their prerequisites may stem from the groups to which they belong).

Reports on use of the full-text search

EasyVista 2013 provides administrators with numerous statistics on the terms that are searched for. These statistics are accessible via the menu "Transition > Knowledge base entry > Search statistics:

Easyvista 2013_FR_eng-GB_html_m5cecddbf.png

Figure - Search statistics

It is therefore possible to learn the result of each search carried out

Editing the hint on relevance

The MSSQL engine returns the relevance of each result

in the form of a number from 0 to 1000 (the higher the number, the greater the relevance).

We have divided this interval into four zones (corresponding to the display of a hand with a raised thumb when presenting the results).

It is possible to change the corresponding intervals and the hint that is superimposed by the mouse using the "Administration > Configurations > Search result classification thresholds"
 



Easyvista 2013_FR_eng-GB_html_m45f3b06e.png

Figure - Configuring relevance thresholds

Ratings on knowledge base entries

This function lets users of knowledge base entries rate the quality of the articles that they have read. This consolidated data can then be displayed on each knowledge base entry, and particularly in the full-text search.

Each article can only be rated once by a given user, but he/she can change the rating as many times as desired.

To rate a knowledge base entry, just click on the zone represented by five stars on the form for the knowledge base entry to "switch on" between one and five stars, to indicate the quality of the corresponding article.

This rating is also available when the knowledge base is used in Self Service:

Easyvista 2013_FR_eng-GB_html_5e166cce.png

Figure - Adding a rating to an article in the knowledge base

after reading a knowledge base entry after a full-text search:

Easyvista 2013_FR_eng-GB_html_m9a3e4c6.png

Figure - Rating a knowledge base entry after a full-text search

The administrators of the knowledge base now have dedicated reports available to them (accessible from the Reporting menu in the Transition module), which let them examine articles in the knowledge base according to the ratings that they have received:

Easyvista 2013_FR_eng-GB_html_m3f3bc18c.png

Figure - Report of examination of ratings given to an article in the knowledge base

Changes to the questionnaires

The questionnaires system has been developed significantly to simplify it and add new possibilities. New types of fields have been added. It is now possible to have questions that will be shown according to conditions or to have lists of choices completed by an SQL query. At the same time, the interface has been simplified overall.

Changes to questions

New presentation for questions

)))

Under EasyVista 2012, questions could only be displayed in list mode. We now supply an additional view for grouping them by questionnaires:

Easyvista 2013_FR_eng-GB_html_4f16121c.png

Figure - Grouping questions by questionnaires

Changes to the "questions <-> questionnaires" relationship

Under EasyVista 2012, a question had the following attributes: Code, Description, Type, Mandatory and "one column", as shown by the add-question wizard for EasyVista 2012:

Easyvista 2013_FR_eng-GB_html_m2a1082.png

Figure - Adding questions using EasyVista 2012

It was therefore structurally difficult to reuse a question from one questionnaire to another. Under EasyVista 2013, a question only has the following attributes:

Easyvista 2013_FR_eng-GB_html_m7362f4ae.png

Figure - Adding questions using EasyVista 2013

The attributes are now defined according to how the question is used in the questionnaire, and a given question can be used in different questionnaires with the two attributes "Mandatory" and "Single line" set to different values.

Note concerning upwards compatibility: The system that has been put in place can fully reuse existing questionnaires. The fields described above have not been deleted. They are just "hidden" in the interface in order to invite you, optionally, to no longer use them and to use the new system.

The new "Duration" type

We have replaced the "Time" type in the previous versions by the "Duration" type. The advantage is that durations can now be entered directly in the field (e.g.: 2d 3h).

The fields are exactly the same. Only the type has been modified.

The "Document upload" type

You can now force the upload of documents (images, DIC, XLS, etc., files) to a questionnaire. These documents will be directly attached to the corresponding request.

Here is an example of adding a question of the "File upload" type to a questionnaire:

Easyvista 2013_FR_eng-GB_html_m5b1b078e.png

Figure - Adding a file-upload function to a questionnaire

When the questionnaire is called, a zone will allow the file to be uploaded. Just click on the icon on the right of this zone to specify the file to be uploaded:

Easyvista 2013_FR_eng-GB_html_1ce1561.png

Figure - Uploading a file from a questionnaire

Then just click the upload button:

Easyvista 2013_FR_eng-GB_html_279a2bae.png

Figure - File upload completed

Now we can see that the name of the file is shown in the corresponding zone:

Easyvista 2013_FR_eng-GB_html_65b5eb1d.png

Figure - Form completed

When the questionnaire has been fully completed, the uploaded documents will be attached to the request:

Easyvista 2013_FR_eng-GB_html_53793a91.png

Figure - Recovering a document sent via a questionnaire from a request

The "SQL combo-box" type

This new data type is extremely powerful because it lets you create selection lists from any element in the database (whether using standard data or non-standard "E_*" data).

In this case, the field editor looks similar to what exists elsewhere in EasyVista. Here is the interface:

Easyvista 2013_FR_eng-GB_html_m49b734d4.png

Figure - SQL combo-box field editor

1Field type choice
2Primary key for the table. This key will be saved with the questionnaire.
3Main column for the search. This value will be added to the questionnaire as well as the key.
4Additional fields. These fields will be added to the search list
5List of column names separated by semi-colons. There must be n + 1 column names (n being the number of additional fields as defined in (4) and the +1 corresponding to the main field).
6Name of the table
7Possible joins
8Additional SQL condition
9Grouping
10Default sort order

We are going to use the example of adding a question to the questionnaire "Change to user" for selecting his/her manager.

The function is found in the AM_REFERENCE table and we perform a simple test on the name of the function in English. The configuration therefore looks as follows:

Easyvista 2013_FR_eng-GB_html_m7da8e04d.png

Figure - Adding a "Choice of manager" question

The questionnaire then looks as follows:

Easyvista 2013_FR_eng-GB_html_m28af11ed.png

Figure - Choosing a manager in the list

After selecting a manager:

Easyvista 2013_FR_eng-GB_html_22a4f162.png

Figure - Displaying the manager selection

On the request form, the result of the questionnaire looks as follows:

Easyvista 2013_FR_eng-GB_html_43671c1c.png

Figure - Displaying the results of the questionnaire

The string associated with the result is stored in the field RESULT_STRING_XX (XX depends on the language – the result is stored in all languages). Of course, this field is not updated in case the wording changes in the table.

The new questionnaire editor

Directly-adding questions from a questionnaire

It is now possible to add a new question directly from the questionnaire editor module:

Easyvista 2013_FR_eng-GB_html_2f8fec8c.png

Figure - Directly adding a question from a questionnaire

The new question will be added at the end of the questionnaire.

Dynamic questions

The appearance of questions can now be determined by what was entered for previous questions or by the results of queries to the database.

General functionality

Questions are managed via new buttons on the questionnaires interface:

Easyvista 2013_FR_eng-GB_html_m75123137.png

Figure - Configuring conditions

On Figure , we can see that several questions, including "departure date" have a condition. If we click the button on the right of "Departure date", the condition appears:

Easyvista 2013_FR_eng-GB_html_6dae9ec5.png

Figure - Example of a condition on a question

In this specific case, we see that the departure date only appears when the type used is "Part time" or "Trainee". Executing the corresponding questionnaire displays the question only in the cases chosen:

Easyvista 2013_FR_eng-GB_html_4b1d6334.png

Figure - Example of conditional question – Condition set to false

Easyvista 2013_FR_eng-GB_html_m76edc0cb.png

Figure - Example of conditional question – Condition set to true

The "departure date" field, which was not shown on the first questionnaire, automatically appears on the second questionnaire when the "Employee type" field is modified.

Note: For presentation reasons, it is important to note that dynamic questions must be alone on their lines.

The new questionnaire editor

The new questionnaire editor that we have already seen glimpses of in the preceding chapters has been enhanced to make it more powerful, flexible and easier to use. The new features (some of which have already been addressed) are listed on this screenshot:

Easyvista 2013_FR_eng-GB_html_m5215c7c7.png

Figure - The new questionnaire editor

1Icons for adding and deleting questions
2Function for directly editing the question.
3Question that cannot be deleted because it is used in at least one condition.
4Configuring the condition
5Directly-adding questions

The conditions editor is very simple to use. It lets you manage both conditions related to previous replies and SQL conditions.

To manage conditions related to previous questions, a codeless editor is supplied:

Take the example of the "Employee administration" questionnaire (supplied by default)

Easyvista 2013_FR_eng-GB_html_7896d853.png

Figure - Employee administration questionnaire

We are going to specify that the "New name" field will only be displayed if the type of request is "Change of name"

Easyvista 2013_FR_eng-GB_html_m2a340917.png

Figure - Condition used on the "Type of request" question

The question can be easily defined:

Easyvista 2013_FR_eng-GB_html_m5a497e57.png

Figure - Defining a simple condition

The first column displays the questions that can be used for conditions preceding the current question. The second column lists the operators available, the third displays any parameters for the condition and the fourth column can be used to combine different conditions (on several lines) with "and" and "or" as shown in Figure .

When you use the preview function on a questionnaire that has questions which are displayed according to conditions, the wording of these questions is displayed in red:

Easyvista 2013_FR_eng-GB_html_57d74a9d.png

Figure - Previewing a questionnaire with conditional questions

The list of operators according to the type of question is as follows:

Type of fieldOperators
Dates 
  • Empty
  • Not empty
  • Today
  • Before today
  • After today
  • From today,
  • Until today
  • From more than N days
  • From less than N days
  • In more than N days
  • In less than N days
Decimal / Integer / Duration
  • Empty
  • Not empty
  • Equal
  • Different
  • Greater than
  • Greater than or equal
  • Less than
  • Less than or equal
Text
  • Empty
  • Not empty
  • Equal
  • Different
  • Starts with
  • Does not start with
  • Contains
  • Does not contain
Memo
  • Empty
  • Not empty
  • Equal
  • Different
  • Contains
  • Does not contain
List / Grid / SQL
  • Empty
  • Not empty
  • Equal
  • Different
Checkbox
  • Checked
  • Un-checked
Radio button
  • Equal
  • Different
Document
  • Empty
  • Not empty

To manage questions based on an SQL condition, the principle is as follows:

In the condition-choice combo-box, you must select the last entry (SQL condition):

Easyvista 2013_FR_eng-GB_html_m1b0877e1.png

Figure - Adding an SQL condition

From this moment, the condition can be edited by clicking on the pencil icon:

Easyvista 2013_FR_eng-GB_html_3ef1a721.png

Figure - Calling the SQL condition editor

The SQL editor that is displayed lets you enter the text corresponding to the condition:

Easyvista 2013_FR_eng-GB_html_4a86aaf2.png

Figure -SQL condition editor

The request will be of the form SELECT COUNTstar FROM … and the condition will be considered as satisfied if the return value is greater than zero (meaning if there is at least one record that meets the condition). As a reminder of this functionality, the text SELECT > 0 appears in the list of conditions:

Easyvista 2013_FR_eng-GB_html_m72ff1bff.png

Figure - Displaying SQL conditions

In the SQL editor, you can use the variable "@ID@", which represents the REQUEST_ID field of the request or incident to which the questionnaire relates.

Pushing information during call reception and when entering incidents

The speed of the new call-reception engine described in section D.1 has allowed us to integrate its calls into the call reception modules. This function can be activated or deactivated using the following parameter:

GUID: {46206860-49FD-4917-9354-C756DDB6FB15}

EN: {ADMIN} Enabling Full Text Search on Front Office Incident

FR: {ADMIN} Activation de la recherche Fulltext sur un incident Front Office

Easyvista 2013_FR_eng-GB_html_20711c8d.png

Figure - Pushing information during Self Service call reception

The system is automatically activated from three words entered into the description zone. Non-significant words (such as articles) are automatically deleted by the search engine. When the links in the knowledge base are clicked, the following form is displayed:

Easyvista 2013_FR_eng-GB_html_54ea9e14.png

Figure - Using the knowledge base as a solution

Note the presence of the "Use as solution" button, which will create an incident that will be immediately closed, with a link to the corresponding article in the knowledge base.

The same functionality can be activated during standard "Back office" call reception via this parameter:

GUID: {DF85AE6E-F5CF-4A23-B11F-DAE3DAA20E2A}

Wording EN: {ADMIN} Allow Full Text Search on Quick Call.

Wording FR: {ADMIN} Activation de la recherche Fulltext sur la prise d'appel.

Note: This function consumes a lot of bandwidth. The parameters above are set to false by default. Activating them can in certain cases reduce the level of service by reducing performance.

Directly adding new incidents

When creating an incident (from call reception), you can now directly create similar incidents one after the other. For this, just click on the new link added to the entry-validation page:

Easyvista 2013_FR_eng-GB_html_m796d2450.png

Figure - Creating a similar incident

ALL of the fields are recovered identically with the exception of fields of the date type, which are re-initialised and, of course, the field FRC_NUMBER.

After clicking the button, you will go directly to call reception with the form in edit mode.

Adding projects to the change calendar

Projects now appear in the change calendar as the following illustration shows:

Easyvista 2013_FR_eng-GB_html_79040a75.png

Figure - Projects in the change calendar

Other developments

Support for PHP 5.4+

We have largely rewritten the WEB part of EasyVista to make it compatible with the most recent version of PHP. As the oldest versions of PHP will soon no longer be supported, this change will allow users to benefit from the latest security patches.

Another advantageous point: this version of PHP is 10% faster than previous versions.

Module for updating and applying fixes

The fixes that previously had to be applied manually (particularly concerning database aspects) are now automated via the SMOFix utility. This tool uses the same mechanisms as SMOUpgrade and lets you merge the configuration database supplied in the fix with the current configuration database.

The EasyVista administrators also have access to this menu on all discussions, to allow them to intervene on existing discussions, no matter who the author is.

Tags:
Last modified by Christine Daussac on 2017/04/25 10:06
Created by Administrator XWiki on 2013/05/03 11:46

Shortcuts

Recent Updates

Haven't been here in a while? Here's what changed recently:

-   Product name - ev itsm.png
-   Product name - ev sas.png

Interesting Content

How to Automate Integration
Add a Shortcut to an App
History
Quick Dashboard
Full text search - Stop Words

Powered by XWiki ©, EasyVista 2018