ev|Service Engine - The Graphical User Interface - Versions 2016 and Earlier


GraphicalInterface_2016AndPriorVersions

Note: This graphical user interface is specific to Product name - ev itsm.png version 2016 and earlier.

Open url.png See Interface in versions later than 2016.

Structure of the graphic interface

      Fundamentals - evsm GUI.png

Description

 (1): Top banner

  • The banner appears in all Product name - ev itsm.png app screens.
  • It contains a customizable logo, the user information zone, the logout button and the menu bar.
  • Depending on the user's access rights, it may also display a dedicated quick call Quick Call field.png field.

 (2): Left pane

 (3): Home page

  • You can access the Home page via the Home item in each menu. This is always found at the top of the menu.
  • It displays the trends and discussions specific to the menu.

 (4): Notification bar

Essential notions

EssentialNotions

Web accessibility (Section 508)

The United States government requires federal agencies to comply with the accessibility laws adopted. Section 508 of the Rehabilitation Act is a specific national requirement and is not a method for enforcing international directives.

Product name - ev itsm.png complies with several accessibility standards related to this act. Open url.png See Accessibility Section 508 Compliance (EN)

Secure access to data

Secure access to Product name - ev itsm.png data is based on three concepts:

  • Domains: Access restrictions to data in Product name - ev itsm.png databases, e.g. test cases, production, sandbox. Open url.png See Different platform accounts.
    • Users can belong to one or more domains which are shown in the user information zone.
    • You can define restrictions based on the business activities of users, their responsibilities or geographical location, etc.
       
  • User profiles: Access restrictions to Product name - ev itsm.png objects such as menus, screens, fields, filters, views or wizards.
    • Each user can have only one user profile.
    • Restrictions are used to specify each user's functional scope in Product name - ev itsm.png.
       
  • Employee access management: Identification of users with access to Product name - ev itsm.png by assigning a login, password and user profile.
    • Users are managed in the employee directory which lists all internal employees as well as the employees of external service providers and subcontractors.
    • Users can access their personal information in the user information zone.

Fundamentals

Logging in

      Fundamentals - Connexion page.png

  • You log in to Product name - ev itsm.png via a secure connection. This is performed via the login page.
  • The account identifies the Product name - ev itsm.png database, e.g. test case, sandbox or production database. Open url.png See Different Product name - ev itsm.png platform accounts.
     

Notes

  • Only a user profile authorized to perform access management can manage the passwords of users.
  • Only passwords stored in Product name - ev itsm.png can be modified. Passwords stored in the corporate directory cannot be modified using the procedure below.
     

How to...?

Access Product name - ev itsm.png

1. Enter the Product name - ev itsm.png Internet or Intranet URL in your Web browser.

2. Enter the account of the Product name - ev itsm.png database on which you want to work.

3. Enter your login and password.

  • The password is case-sensitive.
  • The password must comprise at least six characters.

Change your password

1. Roll your mouse over the Profile zone Fundamentals - User management zone - Little.png in the top banner.

Fundamentals - User management zone - Little.png

2. Select Password close icon.png Change My Password.

Fundamentals - Change password.png

3. Enter your previous password.

  • The password is case-sensitive.

4. Enter and confirm your new password.

  • The password must comprise at least six characters.

5. Log out of Product name - ev itsm.png.

6. Log in again using your new password.

Request a new password if the password is forgotten

1. Click Forgot your Password? in the login page.

Fundamentals - Forgot password.png

2. Select the relevant option, Login or Email Address. You enter either your login or your Product name - ev itsm.png email address.

3. Click Send.

A temporary password will be sent to your Product name - ev itsm.png inbox.

4. Log in to Product name - ev itsm.png using the temporary password.

Note: If you use this password once the validity period has been exceeded, the login page will invite you to enter and replace it immediately.

Fundamentals - Temporary password expired.png

5. Modify the temporary password via the user information zone > Password close icon.png Change my Password option.

Your previous password will be reset and will no longer be usable.

Manage user passwords

Note: Only for authorized user profiles. Open url.png See the procedure in Password management.

Logging out

      Fundamentals - Logout.png

  • You log out of Product name - ev itsm.png using the Logout grey icon.png button in the top banner.

Notes

  • If the idle time in Product name - ev itsm.png exceeds the specified session timeout, a warning will automatically appear. You can cancel the imminent logout process or you can log out.
          Fundamentals - Disconnection message.png
    • This message is displayed in addition to the Web browser notification.
    • You define the automatic session timeout in {ADMIN} Session timeout (in seconds) in the Other Parameters menu.
    • You define how long the warning message will be displayed in Other Parameters > {ADMIN} Length of time to display timeout notification pop-up (in seconds).
    • The remaining login time is automatically displayed in red when there are 10 seconds left.
       

How to...?

Log out from Product name - ev itsm.png

1. Click Logout grey icon.png.

2. (optional) A warning message will ask if you want to save the modifications you made. These will be highlighted in   yellow  .

Fundamentals - Quit without saving.png

  • Click OK to save the changes made.
  • Click Cancel to cancel the changes made.

You will be logged out.. The Product name - ev itsm.png login page will be displayed.

Display the Product name - ev itsm.png imminent logout message

1. If required, modify the session timeout.

  • Select Administration > Parameters > Other Parameters in the menu.
  • Modify the parameter called {ADMIN} Session timeout (in seconds).
  • Log out of Product name - ev itsm.png to integrate the modification you made.

2. Log in to Product name - ev itsm.png again.

3. Roll your mouse over the User information zone in the top banner and select the Logout notification.

 

Home

 Open url.png See Interface in versions later than 2016

      Fundamentals - Home page.png

  • The Home page is an item present in each menu.
  • It displays different information panes specific to the menu:

Notes

  • You configure the Home page by user profile. You can select the information panes for each authorized menu.
    • Trends are refreshed in real time using automatically run queries.
    • The news articles displayed depend on the application perimeter and the logged-in user's language.
  • It is always defined as the first item in each menu.
             Fundamentals - Home page - Menu option.png
     

How to...?

Configure the Home page of each menu

Note: Only for authorized user profiles.

1. Select Administration > Access Management > User Profiles in the menu.

2. Open the user profile you want to configure.

3. Select the trends to be displayed on the Home page of each menu authorized for the user profile.

  • Click Trends in the Menus section.

    User profile - Menus - Trends option.png

  • Select the trends you want.
  • Click OK.

4. Select the information to be displayed on the Home page of each menu authorized for the user profile.

  • Click Home Page in the Menus section.

    User profile - Menus - Home page option.png

  • Select the information panes to be displayed, e.g. schedule, trends, or news articles. Note: The information panes available are specific to the selected menu.
  • Click Up icon.png and Down icon.png to arrange them in the order you want.
  • Click OK.

5. Click Save icon.png to save the user profile.

Modules and menus

      Fundamentals - Menus.png

  • Menus define the main Product name - ev itsm.png themes, e.g. Operation, Transition, etc. The elements displayed on the Home page depend on the profile of the logged-in user.
  • Modules enable you to install sets of menus depending on the license acquired by the customer.
             Example documentation icon EN.png  Operation module ==> Installs the Operation, Administration, and Home menus
     

Notes

  • You configure the menu bar by user profile. You can select the modules, menus and properties of menu items.
  • It is always found at the top of the interface screen.
  • If the resolution or screen of your device prevents the display of all menus, click Black Right arrow icon.png at the end of the menu bar to see the hidden menus. 
  • Each menu can be made up of the following:
    • A set of options enabling you to access Product name - ev itsm.png data directly in lists or forms.
    • Submenus that group options by function to restrict the size.
       

How to...?

Configure the menu bar

Quick creation buttons

      Fundamentals - Creation buttons.png

  • Quick creation buttons enable you to add a new Product name - ev itsm.png object such as an employee, incident, or service request by running the dedicated wizard.
     

Notes

  • Quick creation buttons depend on the profile of the logged-in user.
  • They can be found in the New section in the left pane.
  • You cannot modify their configuration.
     

Description

Button Name Functionality
Creation buttons - New employee.png Employee Used to create an employee. Open url.png See the procedure.
Creation buttons - New equipment.png Equipment Used to create an item of equipment.
Creation buttons - New contract.png Contract Used to create a contract. Open url.png See the procedure.
Creation buttons - New CI.png CI Used to create a configuration item (CI).
Creation buttons - New incident.png Incident Used to enter a quick call for an incident. Open url.png See the procedure.
Creation buttons - New service request.png Service Request Used to create a service request in the catalog. Open url.png See the procedure.
Creation buttons - New request for change.png Change Used to create a change request in the catalog. Open url.png See the procedure.
Creation buttons - New project.png Project Used to create a project.

Favorites

      Fundamentals - Favorites.png

  • Favorites are shortcuts to a filter/view combination in a screen displayed in List mode..
  • They are created by each user.
     

Notes

  • Favorites are specific to each user, regardless of the workstation used. They are stored after logout.
  • They can be found in the My Favorites section in the left pane.
  • The number of favorites displayed by default is defined in Other Parameters > {ADMIN} Number of favorites saved. Caution: The value specified will apply to all users.
     

How to...?

Create a favorite

1. Open the relevant screen in List mode.

2. Activate the filter and view you want.

3. Click Favorites icon.png at the top right of the screen.

4. Enter a name for the favorite and click OK.

  • (optional) Click Yes if a message appears asking you for permission to run a script.

The favorite will be added at the bottom of the list in the My Favorites section in the left pane.

Default name = Menu name, filter name or view name.

Open a favorite

1. Click Open section icon.png to open the My Favorites section in the left pane.

2. Select the favorite you want.

The form will open.

Modify the order of favorites

1. Move the cursor over the My Favorites section in the left pane and click Edit icon.png.

The Manage Favorites window will appear.

Fundamentals - Favorites - Edit.png

2. Select the Order box next to the favorite to be moved.

3. Click Insert here next to the new position.

4. Close the window.

The My Favorites section will be refreshed.

Delete a favorite

1. Move the cursor over the My Favorites section in the left pane and click Edit icon.png.

The Manage Favorites window will appear.

Fundamentals - Favorites - Edit.png

2. Click Delete icon.png next to the favorite you want.

3. Close the window.

The My Favorites section will be refreshed.

Browsing history

 Open url.png See Interface in versions later than 2016

      Fundamentals - History.png

  • The browsing history stores the last forms viewed by each user, making it easy for the user to access them again in one click. 
  • It is automatically constructed as users browse through Product name - ev itsm.png.
     

Notes

  • The history is specific to each user, regardless of the workstation used. It is stored after logout.
  • It can be found in the My History section in the left pane.
  • The number of favorites stored by default is defined in Other Parameters > {ADMIN} Number of links stored in browsing history. Caution: The value specified will apply to all users.
     

How to...?

Open a browsing history link

Clear the entire history

1. Move the cursor over the My History section in the left pane.

2. Click Trash icon.png.

The My History section will be reinitialized.

Notification bar

 Open url.png See Interface in versions later than 2016

      Fundamentals - Notification bar.png

  • The notification bar is made up of the following:
    • (1)  The Quick Dashboard, i.e. notifications on the number of actions or approvals for the user using specific icons.
    • (2)  Notifications on unread discussions.
    • (3)  Notifications on news articles.
    • (4)  Notifications on the chat using specific icons.
  • In the Quick Dashboard and discussions:
    • The counter of the icon indicates the number of unprocessed objects.
    • Click each icon counter to display the list of objects concerned.
       

Notes

  • The notification bar is found at the bottom of the interface window.
  • The down arrow Notification bar - Pull-bar.png found in the right corner of the bar is used to show or hide it.
  • The Quick Dashboard is:
    • Displayed based on the user profile.
    • Available in the Back Office and Front Office with contextually specific icons.
  • News articles:
    • They can be public news articles, made available to users in the Self Service portal, or accessible only to the Technical Support team. 
    • You can also see them on the Home page of certain menus.
  • The chat functionality is available only in SaaS version.
     

Description

Quick Dashboard in the Back Office
Icon Counter
QuickDashboard - My actions counter.png Number of To Do actions and/or approvals assigned specifically to the logged-in user

(actions whose actual start and end dates are not specified)

QuickDashboard - Late actions counter.png Number of Late actions assigned specifically to the logged-in user or to one of the user's groups

(actions whose OLA target date is exceeded)

QuickDashboard - Groups actions counter.png Number of To Do actions assigned to one of the user's groups

(actions whose actual start and end dates are not specified)

Quick Dashboard in the Front Office
Icon Counter
QuickDashboard FO - My validations counter.png Number of To Do approvals assigned specifically to the logged-in user
QuickDashboard FO - My Requests for change counter.png Number of incidents created by the logged-in user
QuickDashboard FO - My incidents counter.png Number of change requests created by the logged-in user
QuickDashboard FO - My Service requests counter.png Number of service requests created by the logged-in user
Chat
Icon Counter

Chat - Consult sessions - One session icon.png

Chat - Consult sessions - Several sessions icon.png

Current chat session

Multiple current chat sessions

Chat - Create session icon.png Used to create a new chat session
Chat - Disponibility - Available icon.png User availability

How to...?

(Back Office) Access an Incident/Request/Action form from the notification bar

1. Click the relevant icon in the notification bar.

The five most recent objects are displayed.

Example documentation icon EN.png   Click the number of Actions For My Groups. The list of actions will appear.

Quick Dashboard window.png

2. (optional) Click the title bar to display the complete list of objects.

3. Click Display popup icon.png next to the object you want.

The form will open.

(Back Office) Assign an action to yourself in the notification bar

1. Click the relevant icon in the notification bar to display the list of actions.

2. (optional) Click the title bar to display the complete list of objects.

3. Click Assign icon.png to assign one of the actions to yourself.

  • The form will open.
  • The counters will automatically be updated. The action will automatically appear in the To Do or Late notification zones depending on its creation date.

(Back Office) Assign an action to a specific user in the notification bar

1. Click the relevant icon in the notification bar to display the list of actions.

2. (optional) Click the title bar to display the complete list of objects.

3. Click Display popup icon.png next to the action you want.

The form will open.

4. Run the Assign wizard.

5. Enter the following fields:

  • Specify the user and the user group.
  • If it is one of your groups, you can click Auto Assignment to assign the action to yourself.
  • You can click Mail to send the relevant users a notification email.
  • Click Finish.

The counters will automatically be updated.

Use the chat function

Note: Only for SaaS versions. Open url.png See the procedure.

Web browser notifications

      Fundamentals - Browser Notification bar.png

  • Certain Product name - ev itsm.png events can be reported using Web browser notifications.
    • Imminent logout
    • New action or New late action for the connected user
    • New action for one of the user's groups to which the connected user belongs
    • New news article
    • New elements in a discussion
  • These notifications are displayed at the bottom right of the interface window.
     

Notes

  • The notifications are displayed only if the logged-in user authorized their display.
  • Browsers supported by Product name - ev itsm.png for the display of notifications:
    • Chrome, Firefox, Edge, Safari
    • In Windows 10 and OSX, the message is also added to the OS notification system.
       

How to...?

Display Product name - ev itsm.png notifications in the Web browser

1. Move the cursor over the User Profile field Black Down arrow icon.png in the user information zone.

2. Specify the notifications you want the Web browser to send you.

  • You can select the relevant notifications.
  • You can also enable the functionality in Other Parameters > {ADMIN} Disable pop-up notifications to see all notifications.

3. (optional) You can authorize the display of notifications in the Web browser's settings.

4. Confirm that you authorize the Web browser to send notifications when one of the selected Product name - ev itsm.png events occur.

Configure notifications

1. Click Wheel icon.png at the bottom of the notification.

Fundamentals - Browser Notification bar - Settings.png

2. Click the relevant option.

  • Pause notifications until the browser restarts.
  • Disable notifications.
  • Notification settings.

Your configuration will be taken into account.

User information zone

 Open url.png See Interface in versions later than 2016

      Fundamentals - User management zone - Content.png

  • The User information zone contains the logged-in user's information.
  • You can display it by rolling your mouse over the Name zone Black Down arrow icon.png.
    • Reduced mode: The current domain, the name and the photo of the logged-in user.
    • Expanded mode: Possibility for the user to change its personal information via an options list.
    • Domain list: Selection of another domain among those the user is authorized to access.
       

Notes

  • The User information zone is found at the top right of the interface window, to the left of the logout icon Logout icon.png.
             Fundamentals - User management zone.png
  • The chat is available only in SaaS version. The options are displayed only when the user belongs to a group with access to the chat.
     

Description

Option     Description
Information about the current session Product name - ev itsm.png version; Local date/time
Display popup icon.png My Details User form opening: Possibility to change the personal information, the photo, the interface language
Password close icon.png Change my Password Product name - ev itsm.png password changing
Password close icon.png Change my Password (Chat) Changing the chat password
Chat - Contacts list icon.png My Private Contact List Access to the user's list of manually added contacts
Web browser notification bar Notification checked: displayed. Notification not checked: hidden

List mode

 Open url.png See Interface in versions later than 2016

This mode displays the list of records retrieved by a filter or view in a grid or in a chart.

 Example documentation icon EN.png  Standard display: Grid
         Fundamentals - List mode - Standard display.png

 Example documentation icon EN.png  Chart: Pie Chart
         Fundamentals - List mode - Graphical display.png

Notes

  • The different charts are available only for views with grouping levels. Open url.png See the description.
  • When the List view is selected or when you drill down to the last grouping level, the lowest level of data will be displayed. As such, only the standard display, i.e. the grid, is available.


Description

Zone     Description
(1)   Top banner
  • Name of the menu entry.
  • List of contextual wizards specific to the list.
  • Selected column in the list as a search criteria.
  • Favorites icon.png: Adding the list in the favorites.
  • Tools icon.png: List of contextual tools specific to the list.
(2)   Filter..., View..., Display mode
  • Filter list: List of all filters defined for the menu item. The list of records will automatically be updated when the filter is modified.

    Example documentation icon EN.png Open incidents, Late incidents

  • View list: List of all views defined for the menu item.

    Example documentation icon EN.png View Group; View Group, Status; View Location

  • Fundamentals - List mode - Graphical display toolbar.png (Note: Only for views with grouping levels): List of all data display modes.

    Example documentation icon EN.png Standard (grid); Bar Chart; Pie Chart

  • Fundamentals - List mode - Toolbar.png (Note: Only in graphic mode): Tools.
(3) List of records
  • In grids with the lowest-level records, you can click Display popup icon.png to open the form of the record. Fundamentals - List mode - Click first column.png
  • In views with grouping levels:
    • Click the name of the level to display the lower levels, i.e. using the drill-down functionality.
    • In a chart, click an element of the current chart to display a chart of the lower levels. Infotips appear when the cursor moves over each element in the chart.

      Fundamentals - List mode - View by level and Graphical display.png

  • You select records by checking the box next to the records you want. Open url.png See selection options.
(4) Icon for updating, selecting and showing the number of records
  • Total list records icon.png: Used to display the total number of records in the grid.
  • Total selected records icon.png: Used to display the number of filtered records (records whose box is checked)
  • Number of records: Number of lowest-level records.
    • In views with grouping levels, the number of levels lower than the current one is displayed in the list.

      Fundamentals - List mode - Number of records.png

Form mode

 Open url.png See Interface in versions later than 2016

      Fundamentals - Form - Details tab.png

  • Forms are objects used to access the details of Product name - ev itsm.png records.
  • Information is displayed in fields and tabs. Open url.png See the description.
    • You can perform actions on data using wizards.
    • Certain fields have contextual options. Open url.png See the description.
               Example documentation icon EN.png Access the form of a related record, geolocation service, send an email to a recipient
       

Notes

  • Customers can configure forms according to their requirements in the form Editor. Open url.png See the procedure.


Description

Zone     Description
  • Black Left arrow icon.png: Return to the previously viewed page.
  • Equipment icon.png: Icon used to identify the type of object displayed, e.g. incident, request, etc., followed by the title of the object.
  • Save icon.png: Used to save the form.
    • The icon is enabled once modifications are made.
    • A warning will appear if you want to exit the form without saving the changes made.
  • Add icon : Used to create a new record.
  • List of contextual wizards specific to the form:
    • To open one of them, select it and click Execute icon.png.
    • The list available depends on the profile of the logged-in user.
  • Search field applicable to contextual fields in the form.
    • Click Black Down arrow icon.png to display the ones available.
  • Tools icon.png: List of contextual tools specific to the form.
(2)   Contextual field options See Description
(3)   List of tabs

Fundamentals - Form - Other tab.png

  • The Details tab is always displayed first. It contains the main information of the form.
  • The number of records in each tab is displayed after the tab name.
  • If the resolution or screen of your device prevents the display of all tabs, click Black Down arrow icon.png at the end of the tab bar to see the hidden tabs.
  • You can also preview each tab without opening it. To do so, roll your mouse over the tab name. Fundamentals - Form - Other tab - Mouse over.png
  • You can modify the order in which tabs are displayed. To do so, click Tools icon.png and click Reorganize My Tabs. Note: The configuration is specific to each user, regardless of the workstation used, and it is retained after logout.


Contextual field options

Icons are specific to each field. They appear when you click Black Down arrow icon.png behind a field (1) or when the cursor moves over the field (2).

      Fundamentals - Form - Contextual icons.png

Icon Access Function Description
List open icon.png On hover

Notes:

  • Only for List fields.
  • Icons are always display on a tablet.
Select a value The list of possible values will appear in a popup window.
Tree open icon.png On hover

Notes :

  • Only for Tree fields.
  • The icons are always displayed on tablets.
Select a value The list of possible values will appear in a popup window.
Display popup icon.png Black Down arrow icon.png behind the field Display in Popup Used to display the record in a popup window.
Edit form icon.png Black Down arrow icon.png behind the field Edit Form Used to open the form of the related record.
Mail icon.png Black Down arrow icon.png behind the field

Note: Only for User fields

Send Email Used to open the messaging system. The Recipient field is preloaded with the user's email address.
World icon.png Black Down arrow icon.png behind the field

Note : Only for a Location field

Show on the Map Used to access Google Maps and indicate the location of the address on the map.
World icon.png Black Down arrow icon.png behind the field Display Related Information Used to display additional information related to a field such as a workflow, network ID, etc.
World icon.png Black Down arrow icon.png behind the field

Note: Only for Category fields.

View UNSPC Information Used to display additional information related to a product or service via the website, http://www.unspsc.org/.
CMDB graph icon.png Black Down arrow icon.png behind the field

Note: Only for Service fields

Display CMDB Graph Used to display the CMDB graph.

How to...?

Open a form

1. Via the menu pane:

  • Display the relevant menu and click the menu item to which the relevant object belongs.

    The list of objects will appear.

  • (optional) Select the List view to display the full list of objects.
  • (optional) Use the quick filter to retrieve the object quickly by applying restriction criteria.
  • Click Display popup icon.png next to the object you want.

    The form will open.

2. Via the history:

  • Click Open section icon.png to open the My History section in the left pane.
  • Select the link you want.

    The form will open.

3. Via your favorites:

  • Click Open section icon.png to open the My Favorites section in the left pane.
  • Select the favorite you want.

    The form will open.

Modify the form presentation

Note: Only for authorized user profiles. Open url.png See the procedure.

Tools

 Open url.png See Interface in versions later than 2016

      Fundamentals - Tools - Content.png

  • Tools are used to access different functionalities specific to the screen, e.g. edit parent queries, print lists, export data (encrypted or non-encrypted), access contextual help pages in the wiki, open the form Editor, etc. 
  • Click Tools icon.png found in the top banner of each screen to access the tools.
List mode
Fundamentals - Tools List mode.png
Form mode
Fundamentals - Tools Form mode.png

Notes

  • Tools are displayed only for users with the appropriate access rights.
  • The active option is highlighted in blue.
             Fundamentals - Tools - Active option.png

Wizards

 Open url.png See Interface in versions later than 2016

      Fundamentals - Wizards - Content.png

  • Wizards, which are specific to the selected screen, enable you to perform complex operations easily.
             Example documentation icon EN.png  Delivery reception or link an incident to a problem
  • You can select them from a list found in the top banner in each screen.
List mode
Fundamentals - Wizards List mode.png
Form mode
Fundamentals - Wizards Form mode.png

Notes

  • Wizards are displayed only for users with the appropriate access rights.
  • The active wizard is highlighted in blue.
             Fundamentals - Wizards - Active option.png
  • The five most commonly used wizards appear at the top of the list.
  • Once you enter the first three characters, predictive entry will display the list of wizards corresponding to your search.
             Fundamentals - Wizards - Predictive entry.png
     

How to...?

Run a wizard

1. In List mode, check all relevant records to perform a global update.

2. Select the wizard you want.

  • You can select the relevant wizard from the list.
  • You can also use predictive entry.

3. Click Execute icon.png.

Quick call

  • You can access it in two different ways:
    • In the specific field Quick Call field.png to the right of the menu bar.
               Quick Call - Menu area.png
    • By running a quick global search and by clicking Phone icon.png in the list of users returned.
               Quick Call - Search.png
  • The incident/request can be preloaded with data from the requestor/recipient.
  • Once you open the quick call, its progress bar Quick Call - Progression bar.png and the counter indicating the elapsed time will be initialized at the top of the screen.
     

Notes

  • You can create a quick call only if you have the appropriate access rights to either the Operation menu for an incident or service request, or to the Transition menu for a change request. 
  • To create a quick call for an incident:
  • You can hide the Quick Call field.png field in Other Parameters > {SM} Hide Back Office Quick Call field.
     

How to...?

Create a quick call

Open url.png See the procedure

News articles

      Fundamentals - News.png

Notes

  • News articles are displayed depending on the configuration defined for the menu in the user profile.
     

How to...?

Disable the display of a news article on the Home page of a menu

Note: Only for authorized user profiles. Open url.png See the procedure.

Discussions

      Fundamentals - Discussions.png
  

  • Discussions are collaborative spaces where information is shared among Back Office users. 
  • They can be about:
    • A Product name - ev itsm.png object, represented by an icon.
               Example documentation icon EN.png  Discussion - Problems icon.png Problem
    • A topic unrelated to Product name - ev itsm.png. They can be organized into three categories: event, question and information. Each is indicated by a specific icon.
               Example documentation icon EN.png  Discussion - Question icon.png What is your preferred remote access tool?

Notes

  • Only group members with access to discussions can take part in these discussions.
  • A discussion may be public or restricted to certain groups or users from a domain.
  • Posts related to a Product name - ev itsm.png object:
    • Users can access all discussions on objects associated with their location or entity based on the visibility of the discussion.
    • You can access discussions in the form of the object in the dedicated Discussion tab.
    • They are not available in User forms.
    • The counter displayed next to the tab name indicates the number of unread discussions.
  • Posts unrelated to Product name - ev itsm.png:
    • Users can access all discussions created by other users in the same location or entity based on the visibility of the discussion.
    • You can access them by clicking Notification icon - Discussions.png in the notification bar.
    • The counter of the icon indicates the number of unread discussions.
       

How to...?

Create a discussion

Open url.png See the procedure

Take part in and follow a discussion

Open url.png See the procedure

Search a discussion

Open url.png See the procedure

Chats

 Fundamentals - Chat.png
       

  • Chats rely on an instant messaging system. 
  • They enable an immediate exchange of text messages between two Back Office users:
    • Using Product name - ev itsm.png.
    • Using a connection between Product name - ev itsm.png and a mobile phone.
       

Notes

  • The chat functionality is available only in SaaS version.
  • Only members of a group with access to the chat can open chat sessions.
  • Each chat session is linked to the user's domain. Any user in this domain can take part in a chat session.
  • You access chats in the notification bar.
  • When you close the Product name - ev itsm.png session, the history of chat session messages will be reinitialized.
     

How to...?

Use the chat

Open url.png See the procedure.

Functionality

Searching for records

 Open url.png See Interface in versions later than 2016

  • Product name - ev itsm.png provides many ways in which you can search for information, e.g. search field, search within a grid's column headers, full text search, or predictive entry where the list of values is displayed progressively as you enter the characters searched for.
  • Click oDisplay popup icon.png next to a result to see the form of the record.
     

Different ways to search

  • Via the global search field.
    • Quick search (can be configured by the administrator): Used to search for Product name - ev itsm.png objects within a set of tables and fields.

      Example documentation icon EN.png You want to search for objects related to the Internet, including incidents, service requests, or CIs
      Global search results - Simple mode.png

    • Advanced search (configured during the Product name - ev itsm.png setup): Used to search within a table and a specific field

      Example documentation icon EN.png You want to search the Employee table for users whose name starts with mor
      Global search results - Advanced mode.png

  • In the search field at the top of each screen.
    • List mode: Used to search for records based on the column used to sort data in the grid.

      Example documentation icon EN.png You want to search for incidents whose number starts with I1
      Search via area - List mode.png

    • Form mode: Used to search for records based on a list of fields specific to the form.

      Example documentation icon EN.png  You want to search for equipment whose code contains app
      Search via area - Form mode.png

  • Via full text search. Click Full-Text Search button.png in the right sidebar of each form.
    • Search for a set of words or for the results of an SQL query in certain objects such as incidents, problems or knowledge articles.
    • Search results are displayed in List mode in order of relevance.

      Example documentation icon EN.png Search for objects containing the word Print
      Search via full-text.png

  • Via predictive entry in all fields linked to lists of values or hierarchies. Open url.png See the procedure.

    Example documentation icon EN.png  Employees, functions, items of equipment, locations
    Search via field.png

Notes

  • You can hide the search function in forms in Other Parameters > {ADMIN} Disable Quick Search in Forms.
     

Characteristics of predictive entry

  • You can define the number of characters that will trigger predictive entry in Other Parameters > {ADMIN} Run predictive search using number of characters specified (default value: 3).
  • The first five records corresponding to the search criteria will appear.
  • Search criteria are linked using the AND operator and are not case-sensitive.
  • You can define the search criteria in any order.

Example documentation icon EN.png  Search criterion = Mia US
==> This will display: USA/Miami/Building 1 (= location); MIA32PUS Screen (= asset reference) ; Russel, Mia (= employee)

How to...?

Use predictive entry in List and Tree fields

Note: The stored procedure loading the PATH tables must be implemented so that predictive entry can work correctly in tree lists. This procedure:

  • Applies to the Location, Department, Catalog (Incidents/Requests), Supplier and Type (Equipment, Licenses, etc.) tables. * Is automatically enabled in SaaS mode.

1. Move the cursor over the data entry field.

2. Click List open icon.png (List field) or Tree open icon.png (Tree field).

The list of possible values will appear in a popup window.

Note:

  • The icons are always displayed on tablets.
  • Delete icon.png : Used to reinitialize the data entry field.
List field Tree field
Search - List field icons.png Search - Tree field icons.png

(1): Search field.

(2): To modify the filter criteria, click the relevant column.

Search - List values.png

(1): Search field.

(2): Tree structure of values. Note: Enable the functionality in Other Parameters > {ADMIN} Hide archived roots to display archived roots.

Search - Tree values.png

Viewing records

 Open url.png See Interface in versions later than 2016

  • Views are ways in which you can consult the records of each menu item.
  • You can display views in List mode by clicking View... in the options bar.
             View list.png
  • Product name - ev itsm.png provides two display modes, i.e. views by list or views by grouping level (or by criterion).

    Example documentation icon EN.png  All Incidents menu item ==>  View List; View Group (grouping level); View Group, Status (grouping level); View Location (grouping level)

Different types of views

  • Views by list:
    • Each row displays one record. Click the sequence number in the first column # of the grid to open the form.
    • One list view is generally defined for each menu item.

      Example documentation icon EN.png  All Incidents menu item ==>  List of Incidents view
      View by list.png

  • Views by grouping level:
    • Records are grouped by grouping level. Each grouping level corresponds to one or more criteria.
    • Drill-down functionality:
      • You use the drill-down functionality to browse through data down to its lowest level. When you click the name of the current level, the lower levels will appear. Drilling down to the last grouping level displays the lowest-level records. Click the sequence number in the first column # of the grid to open the form. 
      • In views containing grouping levels based on Tree fields, this displays records in the lowest level directly without going through intermediate grouping levels where there are no records. Note: You disable this functionality in Other Parameters > {ADMIN} Grid: Enable auto drill-down.

        Example documentation icon EN.png  Display all offices at the New York location without going through the intermediate grouping levels ( building and floor) if they do not contain any records.

    • Display different grouping levels:
      • You can display grouping levels in List mode or in charts.
                 Example documentation icon EN.png  Standard (grid), Bar Chart, Pie Chart
      • In the lowest grouping level, only the List mode is available. 

Example documentation icon EN.png  View Urgency grouping level

Standard display List Chart Horizontal Bar Chart
View by grouping levels - Standard display.png View by grouping levels - Graphical display.png

 

Notes

  • You can click Edit icon.png next to the View list to edit views. To do this, you must have the appropriate access rights.
  • You can define how many rows are displayed in the grid either in List mode or within a tab in Form mode. Open url.png See the procedure.
    • The parameter is specific to each user, regardless of the workstation used. It is stored after logout.
    • The values entered in List and Form modes (within a tab) are independent of each other.
      • List mode: The number of rows defined will apply to grids in all menus.
      • Form mode (grid within a tab): The number of rows defined will apply to grids in all tabs.
    • Once the number of records exceeds the number of rows specified, a navigation bar <<, <, >, >> will automatically be displayed.
    • You can configure the maximum number of rows to be displayed in a grid in Other Parameters {ADMIN} Grid: Maximum number of rows.
      • The value cannot exceed 50.
      • The parameter will apply to all grids in List and Form modes (within tabs).
  • Views by location:
    • The Google Maps geolocation service is directly accessed to position Google map icon.png markers on a map using the location name, address, city and country, provided the system has been enabled using a Google Maps API. Open url.png See the procedure for enabling the service.
    • The Google map green icon.png marker indicates the presence of records associated with the root level.
    • To minimize calls between the client workstation and the Google Maps servers, geodecoding information is stored in the database once it has been obtained. It is only re-requested in the case of a change of address.
       

How to...?

Use the drill-down functionality to browse through a view by grouping level

1. Select the relevant view.

The grouping levels are displayed.

2. Click one of the grouping levels.

  • The lower levels will appear.
  • The number of records associated with each grouping level is displayed at the end of the row.
  • The current grouping level is always displayed at the top of the grid.

    View by grouping levels - Breadcrumb.png

3. Click each grouping level until the lowest-level records are displayed.

4. Click the sequence number of an object in the first column # of the grid.

The form will open.

Modify a view

Note: Only for authorized user profiles. Open url.png See the procedure in How to create a view and check its workability.

Define the number of records displayed in a grid

1. Display the grid in List mode or open a form and select the tab presenting a grid.

2. Enter the number of rows to be displayed in the Number of Records field.

Use Google Maps mode

1. Enable the geolocation service via Google Maps. Open url.png See the procedure.

2. Click Google map red icon.png on a map to access the sublevels associated with the location.

3. Drill down each sublevel until the record is displayed.

Sorting records

 Open url.png See Interface in versions later than 2016

  • By default, each grid is sorted based on the first column of data in ascending order. 
  • Any column where Grey Up and down arrow icon.png is found in the column header can also be used to sort data.

    Example documentation icon EN.png  Sort incidents in ascending order of priority
    Sort records.png

Notes

  • You can sort records:
    • When data is displayed in a grid in List mode.
    • In a view with the lowest grouping level
       

How to...?

Sort records in a grid

1. Display data in a grid in List mode or in a view with the lowest grouping level.

2. Click the column header that you want to use to sort data.

By default, the column will be sorted in ascending order. Black Up arrow icon.png is displayed to the right of the column header.

3. Click the column header again to sort the data in descending order.

Black Down arrow icon.png is displayed to the right of the column header.

Filtering records

 Open url.png See Interface in versions later than 2016

  • Filters are used to narrow down the data you want by applying restriction criteria. This is used to perform a given action on all of the selected records.

    Example documentation icon EN.png  In a problem, you want to run the Link to an Incident wizard for a list of incidents

  • You can access them:
    • In List mode by selecting Filter... in the options bar.
    • Using a quick filter by selecting Quick filter icon.png Filter. You then search for records using a maximum of three criteria and the AND/OR operators. Open url.png See the procedure.
               Filter access.png
       

Notes

  • Users have access to the filters defined for their user profile. A list is predefined for each menu item.
  • At the bottom of the Filter... drop-down list, click Edit Filter Edit icon.png to modify filters. To do this, you must have the appropriate access rights.
  • A filter will remain active as long as it has not been disabled.
  • Quick filters are specific to each user, regardless of the workstation used. They are stored after logout.
  • When you change page, the filter is automatically disabled.
     

How to...?

Disable the current filter

1. Select No Filter from the Filter... drop-down list.

All of the records for the current menu item will automatically appear.

Use the quick filter

1. Click Black Down arrow icon.png at the bottom of the grid and select Quick filter icon.png Filter.

Quick filter - Access.png

2. Enter your search criteria.

Quick filter - Criteria.png

  • Select the search fields from each drop-down list.
  • Specify the value you want in the data entry fields.
    • You can use the % character.
    • When you apply a filter to a Tree field, the lowest grouping level is displayed.
    • You can combine up to three criteria and the AND/OR operators.

3. (optional) Save the quick filter search criteria so you can use them again.

  • You can click Save to save the current quick filter.
  • You can also click Save As to save an existing quick filter using another name.

4. Click Filter.

Data in the grid will be refreshed to display the records corresponding to the filter criteria.

5. To disable the active quick filter, click Black Down arrow icon.png again and select Quick filter icon.png Filter.

  • Data in the grid will be refreshed to display all records.
  • The icon will change its appearance to Quick filter inactive icon.png Filter.

6. Delete the quick filters you no longer use.

  • Click Black Down arrow icon.png and select Quick filter icon.png Filter.
  • Select the relevant filter.
  • Click Delete.

Selecting records

 Open url.png See Interface in versions later than 2016

  • You select records to perform a given action on all of them at the same time.

    Example documentation icon EN.png  Run a wizard on selected records or export the selected records to a CSV file

Notes

  • Click a row to add it to your selection. They will be highlighted in Selected row color.png.
             Select records.png
  • The number of selected records appears to the left of Black Down arrow icon.png. It is updated each time the selection changes.
  • You can select records using multiple filters or views. The new records selected will be added to the current selection.
  • The current selection is kept as long as it is not cleared.
  • The drop-down list Black Down arrow icon.png to the right of the options bar provides several options.
Select records - Options.png
  • Empty selection icon.png Empty the Selection
  • Bar code selection icon.png Bar Code Selection

How to...?

Select records manually

1. Display data in a grid in List mode or in a view with the lowest grouping level.

2. (optional) Apply a filter to restrict the number of records displayed.

3. Check the rows you want.

The number of selected records appears at the bottom of the grid, to the left of Black Down arrow icon.png.

4. (optional) Modify or finish your selection.

  • Go to another page and check the rows you want.
  • Select another view and check the relevant rows to add them to your selection.
  • Uncheck a row to remove it from the selection.

The number of records will automatically be updated.

Select all records

1. Check the box in the grid header.

Select records - Select all.png

All records will automatically be selected.

2. (optional) Modify your selection by removing the rows you do not want.

Select records automatically by bar code

1. Click Black Down arrow icon.png at the bottom of the grid.

2. Sselect Bar code selection icon.png Bar Code Selection.

3. Copy bar codes from an external file and paste them in the data entry field.

Example documentation icon EN.png You want to select items of equipment

Select records - Bar codes.png

4. Specify the separator, e.g. tab, semicolon, comma, etc., used in the external file.

5. Click OK.

All records corresponding to the specified asset tags will be displayed and automatically selected.

Clear the current selection

1. Click Black Down arrow icon.png at the bottom of the grid.

2. Click Empty selection icon.png Empty the Selection.

All records will automatically be unselected.

Exporting records

 Open url.png See Interface in versions later than 2016

  • An export consists of extracting data from records in the Product name - ev itsm.png database.
  • The export takes into account all records included in the filter that is active when the export is run.
  • Data can be exported to different file formats. It can also be encrypted for security reasons.
     

Notes

  • You export Product name - ev itsm.png objects such as filters and views in the Administration menu. Open url.png See the description.
     

Caution

  • If you apply a filter and then select certain records, the export will take into account all of the records in the current filter instead of your selection. As such, the processing of large filters may require some time.
     

Characteristics of export files

  • CSV files:
    • CSV files can be opened in Excel.
    • If the file contains more than 200 records, it will be compressed in GZ format to restrict its size.
    • Records are delimited by a separator, e.g. semicolon, comma or tab.
  • Base64-encoded files:
    • This type of export enables you to encrypt the selected fields in order to ensure data confidentiality. 
    • Data is automatically decrypted when it is integrated into a system capable of reading this format.
    •  If the file is large, it will be compressed in GZ format to restrict its size.
       

How to...?

Export records to a CSV file

1. (optional) Define the field separator for CSV files.

  • Display the list of employees.
  • Run the Excel Separator wizard.
  • The separator you select here (e.g. semicolon, comma or tab) must correspond to the separator specified in the List separator field in your computer's regional settings. Open url.png See Control Panel > Regional and Language Options.

    Export records - Windows control panel - Separator list.png

2. Select the menu item whose records you want to export and select the List view.

3. Click Tools icon.png in the title bar and select Excel icon.png Export.

The Save As dialog box will appear asking you to save the export file.

4. Click Save.

The file will be saved in CSV format in your Downloads folder. Its name will be based on the name of the menu item.

Export records to a file

1. Select the menu item whose records you want to export and select the List view.

2. Click Tools icon.png in the title bar and select Print icon.png Print.

3. Select the file format you want.

Export records - Print option.png

4. Specify how data will be exported:

  • You can create a PDF. To do this, click Download and Save.

    The file will be saved in your Downloads folder. Its name will be PrintGrid.

    Export records - Print option - PDF File.png

  • You can also send the file by email. To do this, click Send by Email. Specify the information required and click Finish.

Export records in base64 format

1. Select the menu item whose records you want to export and select the List view.

2. Click Tools icon.png in the title bar and select Export csv64 icon.png Encoded Export.

3. Select the fields to be encrypted.

4. Click Download and Save.

The file will be saved in your Downloads folder.

Uploading documents

 Open url.png See Interface in versions later than 2016

  • Uploading documents consists of attaching files to the current object.

    Example documentation icon EN.png  Documents attached to an Incident form, e.g. description, screenshots, log, etc.

  • You can see file attachments in the Attachments tab in forms.
             Upload file - Attachments tab.png
  • You can upload attachments using the Attachments link in the Details tab.
     

Notes

  • The number of attachments is displayed after the title of the tab.
  • Click the name of the attached file to open it.
  • If you upload a file that has the same name as an existing attachment in the current object, a new version will automatically be created.
      

How to...?

Manage attachments in a form

1. Open the form you want.

2. Click the Attachments link in the Details tab.

The Upload File dialog box will appear. The list of existing file attachments is displayed.

Upload file.png

4. Upload the file you want.

  • You can click and drag the file from your File Explorer to the Upload file - Green area.png field.
  • You can also click Upload file - Green area.png. Locate the file you want in your File Explorer and click Open.

The new attachment will be added to the table.

5. Specify access to the file in the Self Service portal by checking the Public box.

  • You want to display the document in the portal and authorize users to download it: Check the box.
  • You do not want to display the document in the portal: Do not check the box.

6. (optional) Click Delete icon.png to delete a file.

7. Click Close.

The Attachments tab will be updated.

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Last modified by Unknown User on 2018/12/14 12:19
Created by Administrator XWiki on 2013/03/27 11:21

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