Service Manager - All Wizards


This page lists all wizards on Service Manager.

Notes

  • Some wizards may not be authorized within a particular context but may appear in the list.
    • An error message will appear when you will run the wizard.
    • The contexts in which wizards are authorized to run are indicated below by Select ok icon.png.
  • You cannot modify the functioning of wizards. It is defined by EasyVista. However, you can adapt them based on your requirements.
    • Adapt the appearance: Rename a field, hide a column in the grid, modify the display order of fields in a step, etc.
    • Adapt the structure: Make an item of information mandatory, add an available field, etc.
          Open url.png See the procedure How to configure a wizard.
  • Action wizards in Form mode are the wizards of the object to which the action is attached.

Characteristics specific to versions 2016 and earlier

Quick access

QuickAccess

 

Service Operation

Drafts and input errors

Events

Incidents

 Logistics

 News

 Problems and Known Errors

Service Requests

Service Transition

Drafts and input errors

 Knowledge

Change Requests

 Release Management

Asset & Configuration

Configuration Items (CIs)

 Contracts

 Licenses

 Equipment

List of wizards

Wizard Select ok icon.png   Context

Cancel Project

Select ok icon.png  Project

Used to indicate that the project is canceled.
  • The project will disappear from the list of current projects and will automatically be archived.
  • The project status and end date will automatically be updated in the Project form.
  • The task schedule can no longer be modified.
  • Tasks will disappear from the time sheets of project participants. Only project managers can continue entering time sheets by selecting Time Sheet > My Projects.
Best Practice icon.png To reactivate a canceled project, you should modify its status. It will automatically reappear in the list of current projects.

Accept Transfer

Select ok icon.png  Drafts, Equipment Inventory

Enables a department to accept an item of equipment as a result of a transfer proposal made by another department.
  • All equipment whose status is To be Transferred will be displayed.
  • The recipient department can accept or refuse the transfer for each item of equipment.
  • Accepted equipment:
    • Will appear in the equipment inventory of the new department.
    • Will be associated with a storage location of this department.
    • Its status will automatically change to In Stock.
    • It can be pre-assigned to an employee in this department.
Best Practice icon.png You should then run the Install/Move wizard to assign actual equipment to each new department.

Purchase Upgrade

Select ok icon.png  License Inventory

Used to merge the licenses of earlier versions with the new version in order to manage a single software license.
  • By default, the number of installations authorized for the new license is equal to the total number of installations for the licenses of earlier versions.
  • Earlier licenses are archived. They are displayed in the Related Licenses tab but do not appear in the Gap Analysis by Version report.
example Upgrade license acquired for Illustrator: An new version CS5 that merges two earlier versions of the software license

  • Version 12 license: 50 installations authorized
  • Version 13 license: 10 installations authorized

    ==> By default, the number of installations authorized for the CS5 version of the license is 60.

Enable

Select ok icon.png  Scheduled Alert, Trend, Scheduled Reports

Used to enable the current object and run it recurrently by specifying the next compute date.
Best Practice icon.png Go to the Administration > Scheduled Tasks > Scheduled Tasks to check that the task appears in the task monitoring table.

Enable

Select ok icon.png  Business Rule

Used to enable the business rule.
  • The trigger condition will be tested.

Link to a contract

Select ok icon.png  Equipment Inventory, License Inventory

Used to link one or more non-archived contracts to the current object.
  • When you run the wizard in List mode, you can associate several objects with the contract if their fixed monthly costs are identical. In this case:
    • Enter the unit price of the contract.
    • The total cost of the contract will automatically be calculated: Number of objects linked to the contract * Unit price.
  • If the objects have different unit prices, you should run the wizard as many times as required.
  • The cost of the contract will be updated in the contract inventory in the Financial Data tab.

Link to a Project

Select ok icon.png  Incident, Service Request, Change Request, Investment Request, Problem

Used to link the current object to a project or to delete the existing links.
  • Only the manager of a project can perform this operation for non-completed projects.
  • Projects already linked to the current object will automatically be displayed. Click Delete icon.png to delete one of the links.
  • In the form of the current object:
    • The Related Projects tab will be updated.
  • In the form of the project:
    • Depending on the object from which the wizard is run, the Incident/Service Request/Investment Request/Change Request/Problem tab will be updated.

Link Asset to Project

Select ok icon.png  Equipment, License, Contract, Configuration Item (CI)

Used to link the current asset to a project.
  • Only the manager of a project can perform this operation for non-completed projects.
  • In the form of the current asset:
    • The Related Projects tab will be updated.
  • In the form of the project:
    • The dedicated tab to the type of assets, i.e. equipment, licenses, contracts, CIs, will be updated.

Link to a license

Select ok icon.png  Equipment Inventory

Used to assign a non-archived license to an item of equipment.

Link to a Change Request (Problem)

Select ok icon.png  Problem

Used to link an existing change request to the current problem or to delete the existing links.
  • Requests already linked to the current object will automatically be displayed. Click Delete icon.png to delete one of the links.
  • In the form of the current problem:
    • The Link to a Change Request action will automatically be generated.
    • The Related Changes tab will be updated.
  • In the form of the change request:
    • The Related Problems tab will be updated.
Best Practice icon.png To create a new request and associate it directly with the current problem, run the New Change Request wizard.

Link to a Change Request (Service)

Select ok icon.png  Service Request

Used to link an existing change request to the current service request or to delete the existing links.
  • Requests already linked to the current object will automatically be displayed. Click Delete icon.png to delete one of the links.
  • In the form of the current service request:
    • The Link to a Change Request action will automatically be generated.
    • The Related Changes tab will be updated.
  • In the form of the change request:
    • The Related Services tab will be updated.
Best Practice icon.png To create a new change request and associate it directly with the current service request, run the New Change Request wizard.

Link to an Incident

Select ok icon.png  Problem, Known Error

Used to link an existing incident to the current object or to delete the existing links.
  • Drafts and input errors are not visible in the list of incidents.
  • Incidents already linked to the current object will automatically be displayed. Click Delete icon.png to delete one of the links.
  • In the form of the current object:
    • The Related Incidents tab will be updated.
    • If it is a problem, the Link to an Incident action will automatically be generated. Click + to display the list of incidents.
  • In the form of the incident:
    • Depending on the object from which the wizard is run, the Related Problems/Related Known Errors tab will be updated. The Known Errors tab can be seen in the actions of the incident.
Best Practice icon.png Run the wizard to manage several incidents related to a given problem or known error.

Assign Employees to a Project

Select ok icon.png  Employee Directory

Used to associate an employee with a project.
  • Note: Only if authorized to access the Project menu
  • The user will become a project resource and can be assigned tasks.
  • The Projects tab and the corresponding Project form and Gantt chart are automatically updated.

Link to a Service Request

Select ok icon.png  Change Request, Problem, Known Error

Used to link an existing service request to the current object or to delete the existing links.
  • Requests already linked to the current object will automatically be displayed. Click Delete icon.png to delete one of the links.
  • In the form of the current object:
    • The Related Services tab will be updated.
    • If it is a change request, the Link to a Service Request action will automatically be generated.
  • In the form of the service request:
    • Depending on the object from which the wizard is run, the Related Problems/Related Known Errors/Related Changes tab will be updated. The Known Errors tab can be seen in the actions of the request.
Best Practice icon.png
  • To create a new request and associate it directly with the current object, run the New Service Request wizard.
  • To close a problem solved due to the availability of an existing service, run the Link to a Service Request wizard.

Link Event to an Incident

Select ok icon.png  Incident, Event

Used to link an event to an incident.
  • In the form of the incident:
    • The Linked to an Event action will automatically be generated.
    • The Related Events tab will be updated. In this tab, you can delete an existing link using Delete icon.png.
  • In the form of the event:
    • The Linked to an Incident action will automatically be generated.
    • The Related Incidents tab will be updated. In this tab, you can delete an existing link using Delete icon.png.

Link to a Parent Incident

Select ok icon.png  Incident, Ticket, Draft

Used to link an incident to the current object via a parent-child relationship. The new child incident will then be managed by the workflow of the parent incident.
  • A parent incident cannot be linked to another parent incident. Only one parent-child level is authorized.
  • If the child incident is already associated with a parent incident, a message will appear. If you select a new parent incident:
    • The link with the previous parent incident will be canceled.
    • The Related Incidents tab will automatically be updated in the forms of the previous and new incidents.
  • In the form of the child incident:
    • The Related to a Parent Incident action will automatically be generated.
    • The Related Incidents tab will be updated.
  • In the form of the parent incident:
    • The Related Incidents tab will be updated.
    • The status of the child incident will be Related Incident.
List of fields to be completed:
  • Parent Incident: The list will only display open incidents.
  • Filter on Incidents assigned as Parent: By default, only parent incidents will appear. To display all incidents, untick the box.
Best Practice icon.png
  • Run the wizard in List mode to manage several incidents related to a given initial incident. All incidents will be managed by the workflow of the initial incident.
  • To cancel the parent-child relationship, run the Cancel Relation with Parent Record wizard in the child incident

Link to a Continuity Plan

Select ok icon.png  Incident, Service Request, Change Request

Used to link a continuity plan to the current object or to modify the existing link.
  • If the continuity plan is already associated with the current object, a message will appear. If you select a new continuity plan:
    • The link with the previous plan will be canceled.
    • Depending on the object from which the wizard is run, the Incidents/Services/Changes tab will automatically be updated in the forms of the previous and new plans.
  • In the form of the current object:
    • The Assign a Continuity Plan action will automatically be generated.
  • In the form of the continuity plan:
    • Depending on the object from which the wizard is run, the Incidents/Services/Changes tab will be updated.

Link to a Problem

Select ok icon.png  Incident, Ticket, Draft, Input Error, Change Request

Used to link a problem to the current object or to delete the existing links.
  • Problems already linked to the current object will automatically be displayed. Click Delete icon.png to delete one of the links.
  • In the form of the current object:
    • The Link to a Problem action will automatically be generated.
    • The Related Problems tab will be updated.
  • In the form of the problem:
    • Depending on the object from which the wizard is run, the Related Incidents/Related Services/Related Changes tab will be updated.
Best Practice icon.png If it is an incident without a workaround solution, you can create a new problem directly linked to the incident using the New Problem wizard.

Link to a Change Request

Select ok icon.png  Incident, Ticket, Draft

Used to link a change request to the current incident or to modify the existing link. It will then become the child incident of the request.
  • In the form of the request:
    • The Related Incidents tab will be updated.
    • If you replace a previously linked request, the tab will also be updated in the form of the previous request.
  • In the form of the current incident:
    • If you replace a previously linked request, the link with the previous request will automatically be canceled.
    • The Attached to a Change Request action will automatically be generated.
    • The Related Changes tab will be updated.
    • The status of the current incident will be Related Incident and will be managed by the standard workflow of the change request. It will automatically end when the request is closed.
Best Practice icon.png To create a new request that will close the current incident directly, run the New Change Request wizard.

Link to a Service Request

Select ok icon.png  Incident

Used to link a service request to the current object and trigger its anticipated closing, or to delete the existing links.
  • If requests are already linked to the current object, a message will be displayed.
  • If this is the first link to a service request, the current object will automatically be closed.
    • It can be requalified when the category is modified.
    • All ongoing actions will be closed.
  • In the form of the current object:
    • The Attached to a Service Request action will automatically be generated.
    • The Related Services tab will be updated.
    • If this is the first link to a service request, the status of the object will be associated with the Completed meta-status, indicating that the processing was closed early.
      • The Anticipated Closing action will automatically be generated.
      • The object will disappear from the list of open objects.
    • If ongoing actions are closed:
      • In the History of Actions, the text, Early termination will appear next to each of them.
      • In the Action form, the value of the Action to Complete field will be Anticipated Closing.
  • In the form of the service request:
    • Depending on the object from which the wizard is run, the Related Incidents/Related Problems tab will be updated.
Best Practice icon.png
  • Use this wizard when an incident or problem is solved due to the availability of an existing service.
  • To display the closed object, select the None filter in List mode.
  • If the current object is a problem and you want to create a new request and associate it directly with the current object, run the New Service Request wizard.

Link to a Release

Select ok icon.png  Change Request, Action (only for Transition)

Used to link a release project to the current action.
  • In the form of the request linked to the action:
    • The status will be Attached to a Release.
    • The Assign a Continuity Plan action followed by the code of the release will automatically be generated.
    • The Release tab will be updated.
  • In the form of the release project:
    • The Change - Open Requests and Change - All Requests tabs will be updated.
Best Practice icon.png

Add an Open Order

Select ok icon.png  Logistics

Used to process a current request when assets are unavailable in stock, e.g. equipment, software or consumables, by adding new order items to an existing order that has not been sent to the supplier or received.
  • One row is displayed for each asset in the selected service request, change request or investment request.
    • For each item, open orders with the same model, delivery location and analytical cost allocation will automatically be displayed.
    • The Take from available box is automatically updated and cannot be modified.
      • The box is selected if the open order already has one row for replenishing the same item and delivery location. The row will be related to the request.
      • The box is not selected if the open order already has one row for replenishing the same item and delivery location but is related to another request. A new row will be created in the open order.
  • The open order will be refreshed. New rows will be added for items that do not exist in the order and the ordered quantity for existing items will be updated.

Cancel / Close

Select ok icon.png  Service Request, Change Request, Investment Request

Used to close a service request, change request or investment request early or to cancel it, e.g. in the event of a duplicate entry.
  • Note: To be able to cancel a request, no action must have been performed.
  • In the form of the current object:
    • The status of the current object will be associated with the Completed meta-status, indicating an early closing or cancellation of the processing.
      • The Cancel / Close action will automatically be generated.
      • The object will disappear from the list of open objects.
    • All ongoing actions will be closed:
      • In the History of Actions, the text, Early termination will appear next to each of them.
      • In the Action form, the value of the Action to Complete field will be Anticipated Closing.
Best Practice icon.png
  • To requalify and then cancel or close the current object, run the Close wizard.
  • As the action is generated outside the workflow, you should select Notify the Requesting Persons and Notify Support Person to alert the relevant users. You can also use the Notify Support Person wizard.
  • To resume the processing of the closed object:
    • For service requests or change requests, run the Reopen wizard.
    • Investment requests cannot be reopened. You should therefore create a new request.
  • To display the closed object, select the None filter in List mode.

Cancel

Select ok icon.png  Input Error

Used to delete the current input error related to an incident, service request or change request that has not yet been transferred.
  • Note: Available only in List mode:
Best Practice icon.png To find input errors:
  • For incidents: Select Service Operation > Incidents > Input Errors
  • For service requests: Select Service Operation > Service Requests > Input Errors
  • For change requests: Select Service Transition > Change Requests > Input Errors

Cancel Relation with Parent Record

Select ok icon.png  Incident

Used to delete the link between the current incident/request and its parent with the possibility of requalifying the child object.
  • The parent object will keep its status.
  • If the child object is requalified:
    • The new workflow will start.
    • For the group or Support person involved in the initial step of the workflow:
      • The My Actions Notification icon - My to do actions.png and Notification icon - My groups actions.png counters are automatically updated in the Quick Dashboard.
      • The action is visible in the Service Operation > Actions > My Actions menu of the Support person and in the Service Operation > Actions > Actions for My Groups menu of group members.
  • The child incident will no longer be managed by the workflow of the parent incident.
    • Its own workflow will start.
    • Its status will be In Progress.
    • The current action will appear in the list of actions to complete.
  • In the form of the current object:
    • The Cancellation of the Parent Relationship action will automatically be generated.
    • The Requalification action will automatically be generated if the category was changed.
    • The Related Incidents/Related Services tab will be updated.
  • In the form of the parent object:
    • The Related Incidents/Related Services tab will be updated.

Cancel Order

Select ok icon.png  Orders, Pending Deliveries

Used to reset the remaining quantity to be delivered to zero for order items that are pending delivery.
  • Only order items with a quantity remaining to be delivered will appear.
  • In the Order form:
    • The order closing date is automatically specified.
    • In the Detailed tab, the Cancelled / Supplier Stock Shortage box is selected for all canceled order items.
  • If all order items pending delivery are canceled, the order will disappear from the Not Closed filter and will no longer appear in the list of pending deliveries.
Best Practice icon.png To reset the remaining quantity to be delivered to zero while performing a partial delivery of order items, run the Delivery Reception wizard and select the Balanced for Stock Shortage Supplier box.

Archive

Select ok icon.png  Known Error

Used to archive the current object by specifying its status to make it unavailable.
Best Practice icon.png
  • You can retrieve the object using the Archived filter.

Archiver

Select ok icon.png  News Articles

Used to archive the current news article by specifying its end date of publication to stop displaying it.
Best Practice icon.png
  • You can retrieve the news article using the Archived filter.
  • To reactivate the news article, reinitialize its end date of publication or run the wizard and specify an end date later than the current date.

Archive CI

Select ok icon.png  Configuration Item (CI), Service Catalog

Used to archive the current CI by specifying its end date to make it unavailable in the catalog.
  • Equipment CIs are archived when they are discarded. Service CIs are archived when they are no longer available in the Service Catalog.
  • The CI will no longer appear in the CMDB and cannot be associated with any incident/request.
  • Items of equipment that depend on the equipment CI will automatically be archived.
Best Practice icon.png

Attach Equipment

Select ok icon.png  Equipment Inventory

Used to associate the current equipment with other locally associated equipment.
example Screen associated with a workstation

Assign

Select ok icon.png  Incident, Service Request, Change Request, Investment Request, Problem, Action

Used to assign an action that has not yet been performed to a specific Support person in a group.
  • The list of Support persons only includes members of the selected group.
  • The Assignment action followed by the name of the Support person will automatically be generated.
  • For the group or Support person involved in the current step of the workflow:
    • The My Actions Notification icon - My to do actions.png and Notification icon - My groups actions.png counters are automatically updated in the Quick Dashboard.
    • The action is visible in the Service Operation > Actions > My Actions menu of the Support person and in the Service Operation > Actions > Actions for My Groups menu of group members.
Best Practice icon.png
  • Use this wizard only if you are certain that the Support person is able to perform the action. If this is not the case, the action will remain blocked as it will not be visible to the other members of the group.
  • As the action is generated outside the workflow, you should send an email to the Support person indicating that an action has been assigned by clicking Mail. You can also use the Notify Support Person wizard.
  • If you want to perform the action yourself, click Auto-Assignment. You can also use the Process this Action wizard.

Change Target Resolution Date

Select ok icon.png  Incident, Service Request, Change Request

Used to modify the target resolution date for the current object without modifying the SLA.
  • The Service SLA changed action will automatically be generated.
  • If the modification of the date generates a delay, the Late Actions QuickDashboard - Late actions counter.png counter will automatically be updated in the Quick Dashboard of the group or Support person involved in the current step of the workflow.
Best Practice icon.png Use this wizard after an object is reopened using the Reopen wizard (the speed of intervention is not automatically recalculated).

Changer le mot de passe

Select ok icon.png  Employee Directory

Used to change a user's password.
  • Caution: For security reasons, only the administrator can access this wizard.
  • Only passwords for users who are not managed in an LDAP directory or SSO tool can be changed.
  • Passwords must comply with constraints in the Employee password policy. By default, there must be six characters minimum and any character is accepted.
  • Users can click Password close icon.png to change their own password in the user information zone provided that authentication is not performed via an LDAP directory or SSO tool.

Change SLA

Select ok icon.png  Incident, Service Request, Change Request

Used to override the SLA for the current object.
example Change the SLA after a quick call. The recipient is a VIP but this was not specified in the recipient's form.
  • The Service SLA changed action will automatically be generated.
  • The target resolution date will automatically be recalculated.
  • If the modification of the date generates a delay, the Late Actions Notification icon - My late actions.png counter will automatically be updated in the Quick Dashboard of the group or Support person involved in the current step of the workflow.

Close

Select ok icon.png  Incident, Investment Request, Problem

Used to close the current object early with the possibility of requalifying the object.
example You close an incident created through a user's manipulation error
  • The current object will automatically be closed.
    • The workflow will be interrupted.
    • The Anticipated Closing action will automatically be generated.
    • The status of the current object will be associated with the Completed meta-status, indicating an early closing of the processing.
    • The object will disappear from the list of open objects.
  • If current actions are completed:
    • In the History of Actions, the text, Anticipated Closing will appear next to each of them.
    • In the Action form, the value of the Action to Complete field will be Anticipated Closing.
  • Linked objects will automatically be closed and their status will be identical to the parent object.
Best Practice icon.png
  • To cancel or close the current object without requalifying it, run the Cancel/Close wizard.
  • As the closing action is generated outside the workflow, you should select Notify the Requesting Persons and Notify Support Person to alert the relevant users. You can also use the Notify Support Person wizard.
  • To resume the processing of the closed object, run the Reopen or Reopen and Requalify wizard.
  • To display the closed object, select the None filter in List mode.

Create a Child Request

Select ok icon.png  Service Request, Change Request

Used to create a new request by default with the same category and the same requestor or recipient as the current request.
  • The child request will be managed by its own workflow.
  • For the group or Support person involved in the initial step of the workflow:
    • The My Actions Notification icon - My to do actions.png and Notification icon - My groups actions.png counters are automatically updated in the Quick Dashboard.
    • The action is visible in the Service Operation > Actions > My Actions menu of the Support person and in the Service Operation > Actions > Actions for My Groups menu of group members.
  • In the form of the child request:
    • Depending on the object from which the wizard is run, the Related Services/Related Changes tab will be updated.
    • The request will have the initial status of the workflow associated with the category.
  • In the form of the parent request:
    • Depending on the object from which the wizard is run, the Related Services/Related Changes tab will be updated.
    • The status of the request will not be modified.

New Recurrent Work Order

Select ok icon.png  Equipment Inventory

Used to schedule immediate equipment maintenance followed by a recurrent intervention.
  • The Next Scheduled Intervention date will automatically be calculated using the Maintenance Duration frequency inherited from the model.
  • If only one item of equipment is selected, you can check and update its attributes via Note Attributes.
  • The intervention will not appear in the list of To Do actions in the Service Desk module.

Report Major Incident

Select ok icon.png  Incident, Ticket

Used to create a news article associated with the category of the current incident to inform users of the occurrence of a major problem related to it.
  • In the form of the new news article, the Related Major Incident field will be updated.
  • The news article will automatically be displayed in the quick call for any new incident with the same category as the major incident. If it is selected:
    • The current incident will automatically be linked to the major incident and will be managed by the workflow of the major incident.
    • In the form of the new incident, the Related Incidents will automatically be updated.
  • When the news article is closed, the link with the major incident will automatically be deleted and all linked incidents will be closed.
List of fields to be completed:
  • Public News: Used to indicate if the new news article will only be visible in the Service Operation and Service Transition menus for Back Office users (box is not checked) or if it will also be visible to users in the Self Service portal (box is checked).
Best Practice icon.png In a quick call, you can also use Report Major Incident. Note: By default, the button is not available in the quick call. Open url.png See the procedure to find out how to add it.

Move

Select ok icon.png  Employee Directory

Used to:
  • Define the employee's new role and equipment after a transfer to a new team within the company.
  • Assign new equipment to the employee.

Departure

Select ok icon.png  Employee Directory

Used to indicate the date on which the employee leaves the company.
  • You can specify what will happen to the equipment previously assigned by modifying its status, location or department.
  • The Employee form will be archived.

Disable

Select ok icon.png  Scheduled Alert, Trend, Scheduled Reports

Used to stop the recurrent calculation of the current object.
Best Practice icon.png Go to the Administration > Scheduled Tasks > Scheduled Tasks to check that the task does not appear in the task monitoring table.

Disable

Select ok icon.png  Business Rule

Used to stop the execution of the business rule.
  • The trigger condition will no longer be tested.
Best Practice icon.png You can retrieve the business rule using the Archived filter.

Detach Release

Select ok icon.png  Change Request Action (only for Transition)

Used to delete the link between a release project and the current request, with the possibility of modifying its status.
  • In the form of the current request:
    • The status before the release was linked will be retrieved.
    • The Detach from a Release Project action will automatically be generated.
    • The ongoing action before the release was linked will be retrieved.
    • The Release tab will be updated.
  • In the form of the release project:
    • The Change tab will be updated.
Best Practice icon.png To replace the existing link, use the Link to a Release wizard.

Collision Detection

Select ok icon.png  Change Request, Configuration Item (CI)

Used to detect collisions between the scheduled period of the current request and the blackout periods defined for the CI linked to this request as well as all impacting upstream CIs and all impacted downstream CIs.
Best Practice icon.png
  • To define blackout periods, use the New Blackout Period wizard.
  • To view all planned changes, release projects and blackout periods, display the change schedule by selecting Service Transition > Collision Detection.

Unlock CI

Select ok icon.png   Configuration Item (CI), Service Catalog

Used to enable the modification of the current CI form after it was switched to read-only mode using the Lock CI wizard.

Duplicate

Select ok icon.png  Incident, User Profiles, Services / Connections / Resources (REST API)

Used to create a new object by duplicating the current objet as a template.
  • Notes :
    • When you duplicate a resource, it will automatically be associated with the same service and with the same connection as the template.
    • When you duplicate a questionnaire or a section of a questionnaire, all questions of the template will automatically be copied.
Best Practice icon.png
  • Modify the properties that differ from the model.
  • Duplicate an incident: You can define the list of fields that should not be duplicated in a new ticket when using a template. Go to the Administration > Other Parameters menu and specify the {SM} Exclude SD_REQUEST fields when duplicating incidents parameter.

Global Rental Distribution

Select ok icon.png  Contract Inventory

Used to spread the global cost of a leasing contract over different assets associated with the contract based on the individual purchase price of each item of equipment and license.
  • Specify the leasing contract's global rental to be spread over the number of assets listed in the contract using the Global Amount for Rentals field.
  • The share of the rental is automatically calculated as a percentage of the global purchase price. Global Amount for Rentals / Total Purchase Price

Business Rule Editor

Select ok icon.png  Business Rule

Used to open the window for defining the business rule.

Create Unavailability

Select ok icon.png  Incident, Ticket, Service Request, Change Request, Configuration Item (CI)

Used to create an unavailability for the current CI as well as all impacted downstream CIs.
  • In the form of the current object:
    • The Create Unavailability action will automatically be generated for each unavailable CI.
  • In the form of the unavailable CI:
    • The Unavailability tab will be updated with the start of unavailability date.
Best Practice icon.png

Log Activity

Select ok icon.png  Incident, Service Request, Change Request, Investment Request, Problem

Used to store the trace of an unplanned action in the processing of the current object (action outside the workflow).
example Internal tests, remote control, software distribution, unreachable user
  • A task is related to an action type.
    • Action types are defined for the menu associated with the current object, e.g. Service Operation or Service Transition.
    • The task can be charged back to the recipient of the action via the definition of hourly and/or fixed costs at the action type.
  • An action with the name of the task is automatically generated and completed.
    • It is visible in the Activity tab, provided the action type authorizes its display.
    • The end date is automatically specified.
Best Practice icon.png You can send an email to the group or Support person to inform them of the creation of the task by clicking Send Email. You can also use the Notify Support Person wizard.

Add to Active Assets

Select ok icon.png  Inventory Anomalies

Used to create forms for equipment detected by an automatic discovery tool but not referenced in the inventory.
Best Practice icon.png Check and complete, if required, the Equipment form by assigning a user, licenses or contracts.

Delivery Reception

Select ok icon.png  Orders, Pending Deliveries

Used to receive items related to a given order (total or partial reception), add items not specified in the purchase order and cancel order items due to stock shortages.
  • Note: Only if the order has not been closed.
  • If the order has not yet been sent by the supplier, a non-blocking message will appear.
  • Reception is performed at a single delivery location (storage location), except for orders linked to investment requests where reception at different locations is authorized.
  • Only order items with a remaining quantity to be delivered will appear.
  • Contracts can be associated with reception.
  • You can inform the IT Asset Manager of the delivery reception by sending an email.
  • New Equipment forms will automatically be created using references specified manually or automatically using bar code generation. The status will be In Stock.
  • In the order, the quantity for each item received will be refreshed in the Detailed tab.
  • Analytical cost allocations will be updated.
  • If reception is:
    • Partial: The order will remain displayed in the list of pending deliveries and the remaining quantity to be delivered will be refreshed.
    • Total or canceled due to stock shortages: The order will disappear from the list of pending deliveries. Note: If you select the Balanced for Stock Shortage Supplier box for all order items, the order will automatically be canceled.

Delivery Reception

Select ok icon.png  Equipment Inventory

Used to receive equipment.
  • Equipment forms will automatically be created with the In Stock status.
Best Practice icon.png Use this wizard when you want to receive several items of equipment from the same supplier.

Send

Select ok icon.png  Orders, Pending Deliveries

Used to send a purchase order to the supplier by email.Note: This step is optional because it is related to the order processing workflow set up by each company.
Best Practice icon.png
  • To generate the purchase order as a PDF file and attach it to the email to be sent to the supplier, click [ PRINT PURCHASE ORDER ] in the Details tab in the Order form.
  • To generate the purchase order in another file format and attach it to the email to be sent to the supplier, you should run the Print Reports wizard.

Send to Repair

Select ok icon.png  Equipment Inventory

Used to define the supplier where the equipment will be sent for repair.
  • The status of the equipment will be In Repair.
Best Practice icon.png
  • To display the list of equipment sent for repair, select Asset Management > Equipment > Repair Management in the menu.
  • To reintegrate equipment in the IT infrastructure, run the Return of Loan/Repair wizard.
  • To see the list of equipment whose scheduled return date is exceeded, run the Repaired Equipment Late report located in the EasyVista\Equipment\Manage Equipment folder.

Send Email to Requestor

Select ok icon.png  Incident, Service Request, Change Request

Used to send a notification email to the requestor linked to the current object.
  • If the recipient is different from the requestor, then the recipient will receive a copy of the email.
  • The Notification to Requesting Person action will automatically be generated.

Impact Analysis

Select ok icon.png  Incident, Ticket, Service Request, Change Request, Event, Configuration Item (CI)

Used to measure the unavailability impact of the current CI on all impacting upstream CIs and all impacted downstream CIs.
example Impact of downtime for the Oracle Server CI ==> two downstream CIs are impacted:
  • Level 1 direct impact on the Database Server CI which is made unavailable.
  • Level 2 indirect impact on the Payroll Application and Expense Account Application CIs which will, in turn, become unavailable.
  • A file containing all linked CIs can be generated.
  • You can run a capacity simulation.
  • Associate the Selected CIs: Used to link the CIs in the impact analysis to the current object. The CI tab will be updated.

Export

Select ok icon.png  User Profile

Used to export the user profile in an XML file.
  • Click Download. The name of the file will be based on the profile name followed by the file generation date and time.
example Service_Desk_-_Manager_20210527104609 ==> Service Desk Manager profile - file generated on 27/05/2021 at 10:46:09

Invoice

Select ok icon.png  Equipment Inventory, License Inventory, Contract Inventory, Pending Invoices

Used to generate invoices for current objects (with the possibility of adding ancillary expenses) and perform budgetary allocation.
  • Note: Only for objects linked to the same supplier.
  • The quantity invoiced is equal to the quantity received.
  • Order forms will automatically be refreshed.
  • Orders that have been completely invoiced will disappear from the list of pending invoices.
  • Analytical cost allocations will be updated.
  • Caution: When you run the wizard in a contract, you should only specify invoices without contract periods. To invoice scheduled payments, select Transition > Invoices > Contract Periods in the menu.
Best Practice icon.png
  • You can add common expenses: either choose them in the catalog via Catalog Reference or add them manually via Simple Data Entry.
  • Once you modify invoiced amounts, click Recalculate to refresh the total amount.
  • To deduct a supplier credit note, create a simple data entry and enter a negative amount.

Close

Select ok icon.png  Department Directory, Location Directory

Used to archive the current object to make it unavailable.
  • All lower-level objects will automatically be archived.
Best Practice icon.png
  • You can retrieve these objects using the Archived filter.

End of Unavailability

Select ok icon.png  Incident, Service Request, Change Request, Configuration Item (CI)

Used to end unavailability for the current CI as well as all impacted downstream CIs.
  • In the form of each unavailable CI:
    • The Unavailability tab will be updated with the end of unavailability date.
Best Practice icon.png For a quick view of CI availability/unavailability, use the CI Calendar, the CMDB Graph, or select Extended CMDB > Availability in the menu.

End of Contract

Select ok icon.png  Supplier Directory

Used to archive the current object to make it unavailable.
  • All lower-level objects will automatically be archived.
Best Practice icon.png
  • You can retrieve the object using the Archived filter.

End of Project

Select ok icon.png  Project

Used to indicate that the project is completed.
  • Note: Only if all tasks are 100% completed
  • The project will disappear from the list of current projects and will automatically be archived.
  • The project status and end date will automatically be updated in the Project form.
  • The task schedule can no longer be modified.
  • Tasks will disappear from the time sheets of project participants. Only project managers can continue entering time sheets by selecting Time Sheet > My Projects.

Merge Equipment

Select ok icon.png  Inventory Anomalies

Used to merge equipment detected by the automatic discovery tool with existing equipment referenced in the inventory in order to keep a single reference.
  • You can display all or a selection of the software and attributes that differ for the two references. They can be added to the equipment that remains after merging.
  • The equipment that remains after merging will keep its current status.
  • Abandoned equipment will be removed from the IT infrastructure and its status will change to Archived.

Merge Models

Select ok icon.png  CI Catalog, Equipment Catalog, Software Catalog

Used to merge two models and their associated elements in order to manage a single model in the catalog.
  • Usage rights will not be kept when software models are merged.

Generate Payment Periods

Select ok icon.png  Contract Inventory

Used to generate the contract payment schedule by specifying the rental amount and frequency.
Best Practice icon.png Once you receive the supplier invoice for a scheduled period, you should enter it into the accounts via the Transition > Invoices > Contract Periods > New invoice on payments schedule wizard. This allows you to select the cost allocation account.

Manage in the Service Catalog

Select ok icon.png  Configuration Item (CI)

Used to indicate that the current CI is a service managed in the Service Catalog.
  • You can specify an amount to be charged back for the use of the service.
  • In the CI form, the Is a Service box will automatically be checked.
Best Practice icon.png To modify only the status of the current object, use the Update Status wizard.

Manage in the CMDB

Select ok icon.png  Equipment Inventory

Used to promote equipment in the CMDB so that it can be monitored like a configuration item (CI).
Best Practice icon.png If you no longer want to monitor equipment in the CMDB, open the CI form and run the Remove from CMDB wizard.

Manage in the CMDB

Select ok icon.png  Service Pipeline

Used to deploy the configuration item (CI), managed in the pipeline and currently being designed or tested, by making it available in the Service Catalog.
  • The form will automatically open in the catalog and will no longer appear in the Service Pipeline.
Best Practice icon.png To move a service from the catalog back to the pipeline, run the Move to the Service Pipeline wizard in the catalog.

Execute Script

Select ok icon.png  Incident, Ticket, Service Request, Change Request, Investment Request, Problem, Action

Used to run scripts linked to the current object.
  • You can configure the wizard by selecting Administration > Parameters > Script in the menu.

Manage Domains

Select ok icon.png  Domain

Used to define restrictions for a domain for each criterion, i.e. location, department, type or category.

Manage Groups

Select ok icon.png  Employee Directory

Used to select the groups to which the employee belongs.
  • You can specify the groups managed by the employee.
  • Field Default: If the employee belongs to several groups, this is used to specify the default group which will be used by certain wizards.
    example Use with the wizards Closing an incident, Reopen an incident

Manage Questions

Select ok icon.png  Questionnaire, Multi-Section Questionnaire

Used to define a section content by selecting questions and customizing them based on their context. Open url.png See Screen description.
  • Notes:
    • If a question is being used in another question via a constraint or condition, it cannot be deleted.
    • Its description, type and rank cannot be modified.

Manage Sections

Select ok icon.png  Multi-Section Questionnaire

Used to define the sections in the questionnaire. Open url.png See Screen description.

Manage Downgrade Rights

Select ok icon.png  License Inventory

Used to manage the usage rights of earlier licenses in the current version of the license. Open url.png See the procedure.

Print Reports

Select ok icon.png  Orders

Used to generate the purchase order in different file formats, e.g. PDF, CSV or HTML, and to send it by email to the supplier.

Install/Move

Select ok icon.png  Equipment Inventory

Used to define the new assignment of the moved or installed equipment and indicate the new employee responsible.
  • If the Keep current Users of equipment related to selected equipment option is selected, related equipment will automatically be moved with the current equipment and will automatically inherit the new user and user location.
  • If the Pre-Assignment wizard was previously run on equipment, the new user will be specified by default.
  • By default, the location, department and cost center are those for the new user.
  • If the status is not specified, the equipment will inherit the default status of the location.
  • The equipment will store the history of previous assignments in the History of Changes tab, i.e. changes in location and user.
Best Practice icon.png
  • Specify all users with access to each item of equipment installed or moved in the Other Users tab.
  • Specify all equipment associated with each item of equipment installed or moved in the Related Equipment tab.
  • If related equipment is not moved with the installed or moved equipment, you should delete the links using the Attach Equipment wizard.

Execute Script

Select ok icon.png  Incident, Ticket, Service Request, Change Request, Investment Request, Problem, Action, Equipment Inventory, Employee Directory

Used to run scripts from the form.
  • You can configure the wizard using the Administration > Parameters > Scripts menu.

Access Message to Front Office

Select ok icon.png  Employee Directory

Used to send an email to users informing them that they are authorized to access the Self Service menu on the user portal.

Update

Select ok icon.png  Equipment Inventory, License Inventory, Contract Inventory, Employee Directory, ContractCatalog, EquipmentCatalog, SoftwareCatalog

Used to update information in the form. Existing values can be replaced or deleted.
  • Three options are available:
    • Update All: Update fields by replacing existing values with new ones.
    • Update if empty: Update fields only if they are empty.
    • Empty: Empty the fields.

Update

Select ok icon.png  Contract Periods

Used to modify certain information on contract periods, such as the scheduled date, amount, or analytical cost allocation.
  • Note: Only if the contract period has not been invoiced.
  • Contract periods are automatically updated in the Scheduled Periods tab in the Contract form.

Update

Select ok icon.png  Knowledge Article

Used to modify the workaround solution described by the knowledge article as well as its status.Publish This Element as News Article:
  • A new news article will be created:
    • It will be available for any object with the same category.
    • The Related Known Errors tab will be updated.
  • In the form of the knowledge article:
    • The News Articles tab will be updated.
Best Practice icon.png To modify only the status of the current object, use the Update Status wizard.

Update

Select ok icon.png  Known Error

Used to modify the description and status of the known error and update the status of linked incidents.
Update Call (Note: Only if incidents are linked to known errors):
  • In the form of the incident:
    • The next action in the workflow will automatically be generated.
    • The status will be updated.
  • In the form of the known error:
    • The Related Incidents tab will be updated.
Publish This Element as News Article:
  • A new news article will be created:
    • It will be available for any object with the same category.
    • The Related Known Errors tab will be updated.
  • In the form of the known error:
    • The News Articles tab will be updated.
Best Practice icon.png To modify only the status of the current object, use the Update Status wizard.

Update Status

Select ok icon.png  Knowledge, Known Error

Used to modify the status of the current known error.
example Archive the error, store the error in the knowledge base
  • The new status is selected from those specified in the Next Status tab in the Known Error Status reference table.
  • The change of status of the current known error will not have an impact on the status of linked objects.
  • If the status of the known error becomes Archived, the associated news articles will remain visible for objects with the same category.

Update Domains

Select ok icon.png  Employee Directory

Used to assign domains to each employee and define the default domain.

Update Profile*

Select ok icon.png  Employee Directory

Used to assign a profile to each user.
  • Users can assign their own profile and any lower-level profile belonging to their master profile.

Mise en production

Select ok icon.png  Projet de mise en production (release)

Permet d'indiquer que la mise en production du projet est terminée. Le projet est alors figé et plus aucune phase de déploiement ne peut être ajoutée.
  • Les CI Service référencés dans l'onglet Service Pipeline sont automatiquement mis en production. Ils disparaissent de l'onglet et passent automatiquement sur l'onglet Catalogue des services.
  • Une action Mise en production effectuée est automatiquement créée pour chaque demande de changement liée au projet de mise en production.
  • Le statut et la version sont automatiquement mis à jour sur la fiche de chaque CI sélectionné.

Change Support

Select ok icon.png  Incident, Service Request, Change Request, Investment Request, Problem

Used to modify the Support person in charge of the current object, with the possibility of entering a hourly cost.
  • A notification email will be sent to the new Support person.

Urgency Change

Select ok icon.png  Incident, Action

Used to modify the urgency of the current object and specify the reason.
  • The Urgency Change action will automatically be generated.
  • A notification email will be sent to the Support person.

Update

Select ok icon.png  Orders

Used to modify order items, e.g. quantity, discount price, market price, delivery location or analytical cost allocation, and to add new order items.
  • Note: Only if the order has not been sent.
  • For existing order items:
    • The reference and model cannot be modified.
    • The delivery location can be modified only if no request is linked to the order item.
  • In the Order form:
    • The total order amount will be calculated again to take updated discount prices into consideration.
    • The Detailed Order Records tab will be refreshed.
    • Analytical cost allocations will be updated.
Best Practice icon.png
  • To modify an order that has been sent, go to the form and clear the transmission date.
  • To decrease the ordered quantity, cancel the order item and create it again with the new quantity.

Update

Select ok icon.png  Questionnaire - Dynamic Values

Used to modify the dynamic value, i.e. code, description or SQL query.

Update the Detection Rule

Select ok icon.png  Software Detection Rules

Used to modify the contents of the detection rule.

Update Detailed Order Comment

Select ok icon.png  Pending Deliveries

Used to modify the comment associated with the order item.
  • Note: Only one order item can be selected.

Update Request Detail

Select ok icon.png  Service Request, Change Request, Investment Request

Used to modify the contents of the current request, e.g. rows in the request, by adding or deleting equipment, software, contracts or consumables.
  • Note: Only if financial approval has not yet been given (Pending Validation status). If there is no approval phase in the workflow, then this is possible only if the reception phase has not been completed.
  • Depending on the current object, the Equipment/Software, Equipment/Software/Contracts, Equipment/Software/Consumable or Consumables tab will be updated.
    • A new row will be added for each new element.
    • If the quantity is zero, the row will be deleted.
  • The estimated expense is automatically refreshed and analytical accounts are updated.
Best Practice icon.png
  • To modify only the unit price and the discount price of an element in the request, select the tab containing the elements in the request and click Edit icon.png next to the row you want.
  • To add a consumable, select the Consumables (Without Logistics) tab and click Add icon.png.

Priority Level

Select ok icon.png  Business Rule

Used to define the order in which a given business rule should be run as compared with other rules using the same main table.
  • You can enter a priority level manually for each business rule or you can define its order in the sequence based on a reference rule.

Nouvelle période de gel

Select ok icon.png  Période de gel

Permet de modifier une période de gel planifiée.
Best Practice icon.png
  • Pour visualiser les CI gelés et déterminer les impacts des périodes de gel sur un changement prévu, allez sur le menu Service Transition > Détection des collisions > Périodes de gel.
  • Pour afficher toutes les périodes de gel des CI, affichez le calendrier des changements (menu Service Transition > Détection des collisions).

Remove from CMDB

Select ok icon.png  Configuration Item (CI)

Used to specify that an item of equipment managed in the CMDB is no longer a configuration item.
example A production server is now being used only as a test server. It will no longer be identified as a strategic element to be managed in the CMDB.
  • The equipment CI will automatically become standard equipment again.

Notification for Action

Select ok icon.png  Incident, Ticket, Service Request, Change Request, Action

Used to notify the managers, users, roles or groups using the CI linked to the current object and all impacted CIs that an intervention will be carried out, and to generate the corresponding action.
  • The list of groups will depend on the selected roles.
  • An email can be sent to notify those involved.
  • The Notification for Action action will automatically be generated.
  • For the selected group or Support person:
    • The My Actions Notification icon - My to do actions.png and Notification icon - My groups actions.png counters are automatically updated in the Quick Dashboard.
    • The action is visible in the Service Operation > Actions > My Actions menu of the Support person and in the Service Operation > Actions > Actions for My Groups menu of group members.
Best Practice icon.png To simply notify users that an intervention is due, use the Notification for Information wizard.

Notification for Information

Select ok icon.png  Incident, Ticket, Service Request, Change Request, Configuration Item (CI), Service Catalog, Service Pipeline, Action

Used to send a notification email to the managers, users, roles or groups using the CI linked to the current object and all impacted CIs that an intervention will be carried out.
  • The list of groups will depend on the selected roles.
  • The Notification for Information action will automatically be generated.
  • No To Do action will be generated for the Support person involved.
Best Practice icon.png To generate a To Do action for the Support person, use the Notification for Action wizard.

New Continuity Plan

Select ok icon.png  Configuration Item (CI), Service Catalog

Used to create a new continuity plan that is automatically associated with the current CI.
  • In the CI form, the Continuity Plan tab will be updated.

New Problem

Select ok icon.png  Incident, Ticket

Used to create a new problem that is automatically associated with the current incident.
  • The workflow of the new problem will automatically start.
  • For the group or Support person involved in the initial step of the workflow:
    • The My Actions Notification icon - My to do actions.png and Notification icon - My groups actions.png counters are automatically updated in the Quick Dashboard.
    • The action is visible in the Service Operation > Actions > My Actions menu of the Support person and in the Service Operation > Actions > Actions for My Groups menu of group members.
  • In the form of the current incident:
    • The status will be In Progress.
    • The Related Problems tab will be updated.
  • In the form of the new problem:
    • The Related Incidents tab will be updated.
Best Practice icon.png
  • Use this wizard to declare a problem for an incident with no workaround solution or for several incidents.
  • To ensure progress in incidents at the same time as the problem, Open url.png see the procedure.

New CI Status

Select ok icon.png  Service Catalog

Used to add a new status to the CI Statuses table, without using the menu.
  • You are not required to select a CI.
  • The new status will be available when you run the CI Status: Update wizard.

New Event

Select ok icon.png  Equipment Inventory, Configuration Item (CI), Service Catalog

Used to generate a new event for the current object.

New Incident

Select ok icon.png  Configuration Item (CI), Service Catalog

Used to create a new incident for the current CI.
  • The incident will inherit the default category indicated in the CI form.

New Incident from the Event

Select ok icon.png  Event

Used to create a new incident that is automatically associated with the current event and that will inherit its elements.
  • The workflow of the new incident will automatically start.
  • For the group or Support person involved in the initial step of the workflow:
    • The My Actions Notification icon - My to do actions.png and Notification icon - My groups actions.png counters are automatically updated in the Quick Dashboard.
    • The action is visible in the Service Operation > Actions > My Actions menu of the Support person and in the Service Operation > Actions > Actions for My Groups menu of group members.
  • In the form of the new incident:
    • The status will be In Progress.
    • The Related Events tab will be updated.
  • In the form of the current event:
    • The Related Incidents tab will be updated.

New Attribute

Select ok icon.png  Equipment Inventory, Department Directory, Location Directory, Change Catalog, Service Request Catalog, Equipment Catalog

Used to create a new attribute in the reference table.
  • You can associate the attribute with a type.
  • You should associate the new attribute in the Attributes tab in the form of the current object.

New Order

Select ok icon.png  Logistics, Stock Management

Used to place an order for assets, i.e. equipment, software or consumables, in order to process approved and accepted service requests, change requests or investment requests.
  • The order is for a single supplier.
  • Processed requests will disappear from the list.
  • The new order will appear in the list of open orders.
  • Analytical cost allocations will be updated.

New Knowledge

Select ok icon.png  Incident, Problem

Used to create a new article in the knowledge base that is automatically associated with the current object.
  • In the form of the new knowledge article:
    • The status will be Knowledge Base.
    • The Creation of Knowledge action, visible in the Actions tab, will automatically be generated.

List of fields:

  • Creation Date: This is the current date.
  • Status: Identical to Knowledge Base.
  • Public: Used to indicate if the new knowledge article will only be visible in the Service Operation and Service Transition menus for Back Office users (box is not checked) or if it will also be visible to users in the Self Service portal (box is checked).
  • Title: Title given to the knowledge article to be used as keywords for the full text search.
  • Check Duplicates link: Used to check if there is an existing knowledge article on the same category. The full text search window will automatically open using keywords from the Title.
  • Contents: Description of the knowledge article.
  • Next Review: Frequency based on which the knowledge article should be reviewed.
  • Version: Version number of the knowledge article, generally updated at each major review.
  • Implementation Time: Time required to apply the solution described in the knowledge article.
  • Publish This Element as News Article: Used to create a new news article automatically associated with the new knowledge article.
    • The News Articles tab will be updated.

      List of fields:

    • Knowledge Number: Automatically incremented number.
    • Publication Date/End of News Article Publication: Publication period during which the news article is visible to users, provided it is public.
    • Restriction on Location: Application perimeter of the news article restricting its visibility to users at the selected location including those belonging to lower levels.
    • Restriction on Department: Application perimeter of the news article restricting its visibility to users in the selected department including those belonging to lower levels.
    • Language Publication: Select the languages in which the news article will be published. It will automatically be displayed in the user's connection language.
    • Publish Another News Article for This Element: Used to create a new news article automatically associated with the new known error.

New Request/Incident

Select ok icon.png  Equipment Inventory

Used to create an incident, service request or change request related to the equipment.

New Change Request

Select ok icon.png  Incident, Problem, Configuration Item (CI), Service Catalog, Equipment Inventory

Used to create a new change request that is automatically associated with the current object.
  • For configuration items, the request will inherit the default category indicated in the CI form.
  • The workflow of the new request will automatically start.
  • For the group or Support person involved in the initial step of the workflow:
    • The My Actions Notification icon - My to do actions.png and Notification icon - My groups actions.png counters are automatically updated in the Quick Dashboard.
    • The action is visible in the Service Operation > Actions > My Actions menu of the Support person and in the Service Operation > Actions > Actions for My Groups menu of group members.
  • In the form of the new request:
    • Depending on the object from which the wizard is run, the Related Incidents/Related Services/Related Problems tab will be updated.
  • In the form of the current object:
    • If it is an incident:
      • The change request will become the parent of the incident and the incident status will be Related Incident.
      • The Attached to a Change Request action will automatically be generated.
      • If ongoing actions are closed:
        • In the History of Actions, the text, Early termination will appear next to each of them.
        • In the Action form, the value of the Action to Complete field will be Anticipated Closing.
      • The Related Changes tab will be updated.
      • When the change request is closed, the closing workflow defined for the category of the request will then run for the incident.
    • If it is a service request or a problem:
      • The status of the object will not be modified.
      • The Related Changes tab will be updated.
Best Practice icon.png
  • Run this wizard to manage several incidents requiring the same change.
    example After analysis, the Support team concluded that several server downtime incidents were due to insufficient disk space.
    • The Support team decided to create a change request in one of the incidents in order to increase disk space.
    • The change request is processed (purchase and installation of a new disk) ==> all linked incidents are closed using the closing workflow defined for the category of the request.
  • To define and associate the closing workflow for incidents linked to a change request category:
    • Define the closing workflow in the Service Operation menu for the category of the linked incidents.
    • Go to the category of the parent change request of the linked incidents in the Service Transition menu and select:
      • One of the workflows defined in the Service Transition menu as the standard workflow and the request resolution workflow.
      • The workflow defined in the Service Operation menu for the category of the linked incidents as the closing workflow.

New Service Request

Select ok icon.png  Problem, Configuration Item (CI), Service Catalog

Used to create a new service request that is automatically associated with the current object.
  • For configuration items, the request will inherit the default category indicated in the CI form.
  • The workflow of the new request will automatically start.
  • For the group or Support person involved in the initial step of the workflow:
    • The My Actions Notification icon - My to do actions.png and Notification icon - My groups actions.png counters are automatically updated in the Quick Dashboard.
    • The action is visible in the Service Operation > Actions > My Actions menu of the Support person and in the Service Operation > Actions > Actions for My Groups menu of group members.
  • In the form of the new request:
    • For problems, the Related Problems tab will be updated.
  • In the form of the current problem:
    • The Creation of Service Request action will automatically be generated.
    • The Related Services tab will be updated.

New Known Error

Select ok icon.png  Incident, Ticket, Draft, Input error, Problem

Used to create a new known error that is automatically associated with the current object.
  • Publish This Element as News Article: Used to create a new news article automatically associated with the known error. The news article will automatically be displayed in the quick call for any new incident with the same category as the known error.
  • In the form of the new known error:
    • The status will be For Approval.
    • The Creation of Known Error action, visible in the Actions tab, will automatically be generated.
    • If you created a news article, the News Articles tab will be updated.
  • In the form of the action associated with the current object:
    • The Known Errors tab will be updated.

New Invoice on Payment Schedule

Select ok icon.png  Contract Periods

Used to invoice scheduled contract periods and common expenses, if any, and charge them to an analytical cost allocation.
  • Note: Only if the contract period has not been invoiced.
  • The amounts displayed are amounts scheduled in contract periods. You can modified them.
  • The contract will automatically be updated.
    • The Invoices of Periods tab displays a new row with the total amount of items invoiced (contract periods and common expenses).
    • The Invoiced Periods tab displays one row for each new contract period invoiced. Common expenses will not be displayed.
    • Invoiced periods will no longer appear in the Scheduled Periods tab.

New Blackout Period

Select ok icon.png  Change Request, Configuration Item (CI), Release Project

Used to create a new blackout period for the selected CIs during which no modifications should be made.
Example documentation icon EN.png A blackout period is defined at the end of every month for the server hosting the payroll application.
Best Practice icon.png
  • To view blacked out CIs and determine the impact of blackout periods on a planned change, select Service Transition > Collision Detection > Blackout Periods in the menu.
  • To view all blackout periods for CIs, display the change schedule by selecting Service Transition > Collision Detection.

New Task

Select ok icon.png  Incident, Ticket, Service Request, Change Request, Action

Used to create a new task that is automatically associated with the current object in order to store a trace of the action outside the workflow.
example Remote control
  • The task can be charged back by entering hourly costs or fixed costs. Click Calculate Costs to update the Total Hourly Costs and Total Costs calculated fields.
  • In the form of the current object:
    • An action with the name of the task is automatically generated and completed. The end date is automatically specified. You can specify the duration of the intervention.
Best Practice icon.png
  • In an action or a quick call, you can also use Create Task.
  • You can send an email to the group or Support person to inform them of the creation of the task by clicking Send Email. You can also use the Notify Support Person wizard.

Phases de déploiement

Select ok icon.png  Projet de mise en production (release)

Permet de renseigner les phases de déploiement d'un projet de mise en production.
  • L'onglet Phases de déploiement est automatiquement mis à jour.

Pre-Assignment

Select ok icon.png  Equipment Inventory

Used to schedule the assignment of an item of equipment to a user.
Best Practice icon.png You should then run the Install/Move wizard to assign the pre-assigned equipment. Note: As long as this wizard is not run, pre-assigned equipment will remain available for all users.

Take From Stock

Select ok icon.png  Logistics

Used to process the selected service requests and change requests by taking available items from stock, i.e. equipment, software or consumables, if they have the same manufacturer reference or if there are equivalent items of the same type.
Example documentation icon EN.png
  • Item with the same manufacturer reference: Laptop whose reference is Inspiron 8100, available in stock
  • Equivalent item: Laptop whose type is Laptop, available in stock, e.g. Inspiron 8100, Inspiron 8200, etc.
  • Items that are taken from stock are assigned to the recipient of the request.
  • One row is displayed for each asset taken from stock.
  • The Asset Tag list displays all available items in stock that are not reserved. Items with the same manufacturer reference are displayed at the top of the list followed by equivalent items of the same type.
  • Processed requests will disappear from the list.

On Loan

Select ok icon.png  Equipment Inventory

Used to define the new employee to whom the equipment is temporarily lent.
  • The status of the equipment will be Lent.
  • The employee who is the loan recipient will be updated in the Main User field.
Best Practice icon.png
  • To display the list of equipment on loan, select Asset Management > Equipment > Loan Management in the menu.
  • To indicate the new recipient of the equipment returned, run the Return of Loan/Repair wizard.
  • To see the list of equipment whose scheduled return date is exceeded, run the Repaired Equipment Late report located in the EasyVista\Equipment\Manage Equipment folder.

Notify Support Person

Select ok icon.png  Incident, Service Request, Change Request, Investment Request, Problem, Action

Used to send a notification email to the group or Support person processing the current object.
  • The Information for Support Person action will automatically be generated.
Best Practice icon.png Use this wizard for actions generated outside the workflow where emails are not automatically sent to the Support person.

Contract Renewal Decision

Select ok icon.png  Renewal Management

Used to modify the renewal decision for contracts.

Extension of Use

Select ok icon.png  Equipment Inventory, Renewal Management

Used to modify the life span of the equipment.
  • By default, the life span is inherited from the model.
Best Practice icon.png To display the list of equipment by renewal period, select Budget Renewals in the menu.

Transfer Proposal

Select ok icon.png  Equipment Inventory

Used by a department to make unused equipment available to another department or to all departments via Available For Everybody.
  • A message will inform you if the equipment is already pre-assigned to a user.
  • The status of the equipment will be To be Transferred and will no longer be available in the stock of the department proposing the transfer.
Best Practice icon.png You should then run the Accept Transfer wizard to approve transfer proposals by department.

Purchase on End of Lease

Select ok icon.png  Equipment Inventory

Used to buy back equipment acquired through a leasing operation.

Software Recalculation

Select ok icon.png  Equipment Inventory

Used to modify the list of software detected on a workstation by the automatic discovery tool using detection rules.

Recalculate WBS of Tasks

Select ok icon.png  Project

Used to reinitialize all WBS IDs for project tasks.
  • All parent tasks will be deleted.
  • All subtasks will become level 1 tasks.

Recycling of Assets

Select ok icon.png  Equipment Inventory, Green IT

Used to specify recycling information on archived equipment.
  • Note: In the Green IT menu, only if the discard date of the equipment is earlier than or equal to the current date.
  • You can enter information in the Equipment form when discarding the equipment. You do this using the Discard wizard.

Reminder for Support Person

Select ok icon.png  Incident, Service Request, Change Request, Problem

Used to send a reminder email to the group or Support person processing the current object.
  • The Reminder for Support Person action will automatically be generated.
  • Caution: Action counters are not modified.

Move to the Service Pipeline

Select ok icon.png  Service Catalog

Used to move the current service that is in production and available in the Service Catalog to the Service Pipeline in order to start a new design or test phase.
  • The form will automatically open in the Service Pipeline and will no longer appear in the catalog.
Best Practice icon.png To move a service from the pipeline back to the catalog, run the Manage in the CMDB wizard in the catalog.

CI Back in Service

Select ok icon.png  Archived Services

Used to put the currently archived service back in service by reactivating it in the Service Catalog.
  • The form will automatically open in the catalog.
  • It will no longer appear in the list of archived services.
Best Practice icon.png To make a service unavailable, run the Archive CI wizard in the catalog.

Replace

Select ok icon.png  Equipment Inventory

Used to replace equipment with another equipment available in stock.
  • Only equipment whose status is In Stock and belonging to the current domain will be proposed as replacement equipment.
  • The replaced equipment will lose all of its links with other equipment. These will be inherited by the replacement equipment.
Best Practice icon.png Update the list of all users with access to the replacement equipment in the Other Users tab.

Renew

Select ok icon.png  Contract Inventory, Renewal Management

Used to modify the contract renewal date when its expiry approaches.
  • If a renewal duration is specified, the new scheduled end date will automatically be calculated.
  • If it is a leasing contract, the scheduled end date is updated for all associated equipment and licenses.
Best Practice icon.png To find out which contracts require a renewal decision because the contract is due to expire, select the report in Asset Management > Contracts > Renewal Management.

Reorganize

Select ok icon.png  Department Directory, Supplier Directory, Location Directory, Change Catalog, Service Request Catalog, Event Catalog, Incident Catalog, Investment Catalog, Problem Catalog, Known Error, Analytical Cost Allocation, Project Types

Used to move the current object to another grouping level in the tree structure.
  • All lower-level elements will automatically be moved.

Reopen

Select ok icon.png  Incident, Service Request, Change Request, Problem

Used to reopen the current object which was solved or closed.
example The recipient realizes after new tests that the problem has not been solved. The requestor realizes that the request was not charged to the correct analytical account.
  • The status of the current object becomes Reopened and the workflow is restarted. Caution: SLA deadlines will not be recalculated.
  • In the form of the current object:
    • The Reopening action will automatically be generated.
    • For the group or Support person involved in the step of the restarted workflow:
      • The My Actions Notification icon - My to do actions.png and Notification icon - My groups actions.png counters are automatically updated in the Quick Dashboard.
      • The action is visible in the Service Operation > Actions > My Actions menu of the Support person and in the Service Operation > Actions > Actions for My Groups menu of group members.
    • Depending on the level of the selected group, the Redirection action may also be automatically generated.
  • If the current object:
    • Is a problem linked to a known error, Update Known Error enables you to modify the workaround solution description with the possibility of publishing this update in a news article.
    • Is linked to a problem, Upate Problem enables you to reopen it.
    • Includes linked incidents, these incidents will have the Related Incident status and follow the same workflow as the parent object.
Best Practice icon.png
  • As the action is generated outside the workflow, you should send an email to the group or Support person indicating that an action has been assigned using Notify by Email. You can also use the Notify Support Person wizard.
  • Intervention deadlines will not be recalculated because the object may be late. You should use the Change Target Resolution Date wizard.
  • To reopen the current object in order to modify its category, use the Reopen and Requalify wizard.

Reopen and Requalify

Select ok icon.png  Incident, Problem

Used to reopen the current object which was solved or closed, with the possibility of requalifying it and modifying its category.
  • The Reopening action will automatically be generated.
  • If the category was modified:
    • The Requalification action will automatically be generated.
    • The workflow associated with the new category will start.
    • For the group or Support person involved in the initial step of the workflow:
      • The My Actions Notification icon - My to do actions.png and Notification icon - My groups actions.png counters are automatically updated in the Quick Dashboard.
      • The action is visible in the Service Operation > Actions > My Actions menu of the Support person and in the Service Operation > Actions > Actions for My Groups menu of group members.
    • The actions performed in the previous workflow will remain visible in the History of Actions.
  • The status of the current object will be associated with the Processing in Progress meta-status.

List of fields:

  • Reopen Date: By default, the current date and time.
  • Group: Group of the Support person performing the reopening action. The name of the group can be preloaded when the Support person belongs to a default group. Open url.png See the procedure (step 7).
  • Description: Reason for reopening the current object.
  • Category: New category associated with the current object. You can select it using its code.
  • Overriding the Urgency: Used to indicate if the urgency level should be replaced by the one for the new category of the current object (box is checked) or if the urgency level of the previous category should be kept (box is not checked).
  • Overriding the Impact: Used to indicate if the impact level should be replaced by the one for the new category of the current object (box is checked) or if the impact level of the previous category should be kept (box is not checked).
  • Manager of Incident: By default, it is the name of the manager specified in the Incident form. Click Define the Support Person as Owner of This Incident if you want to replace the manager by the selected Support person.
Best Practice icon.png
  • As the action is generated outside the workflow, you should send an email to the group or Support person indicating that an action has been assigned using Notify by Email. You can also use the Notify Support Person wizard.
  • Intervention deadlines will not be recalculated because the object may be late. You should use the Change Target Resolution Date wizard.
  • To reopen the current incident or problem without modifying its category, use the Reopen wizard.

Return of Loan/Repair

Select ok icon.png  Equipment Inventory

Used to indicate that the equipment has been returned by the loan recipient (after the On Loan wizard is run) or returned from repair (after the Send to Repair wizard is run).
  • Only equipment whose status is Lent or In Repair with a scheduled return date will be proposed.
  • The equipment can be returned to stock in a storage location without a user. It can also be reassigned to an employee. By default, this is the employee who was responsible for it. The status of the equipment will be Active.

Return to Stock

Select ok icon.png  Equipment Inventory

Used to return the equipment to stock.
  • The status of the equipment will automatically be In Stock and it will be assigned to a storage location.

Enter a Credit Note

Select ok icon.png  Invoices

Used to enter a credit note for a supplier.
  • Note: Only in List mode.
  • If you select an invoice, the credit note will automatically be for the supplier specified in the invoice. The credit note amount will be identical to that of the invoice.

Excel Separator

Select ok icon.png  Employee Directory

Used to specify the character to be used as a delimiter when exporting records in CSV files, i.e. semicolon, comma or tab.
  • The character selected (i.e. semicolon, comma or tab) must correspond to the character specified in the List separator field in the Windows Control Panel > Regional and Language Options.

Notify a Change

Select ok icon.png  Ticket

Used to inform the Asset Manager that the location of the requestor or recipient has been modified and/or that the location or assignment of the equipment has been modified.
  • To define the default user to whom the notification is sent, select Administration > Other Parameters > {AM} Asset Manager Email.

Energy Consumption Simulation

Select ok icon.png  Equipment Inventory, Green IT

Used to simulate the variation in energy consumption in the event where an item of equipment is replaced by another. This displays potential savings or additional expenses required in terms of electricity.
  • In Green IT, the estimation is based on the energy consumption and usage rate specified for each item of equipment, as well as the average price per kilowatt and yearly consumption (in days).
  • You can update information in the Consumption section in Equipment forms.

Availability Simulation

Select ok icon.png  Incident, Service Request, Change Request, Event, Configuration Item (CI)

Used to simulate the unavailability of the current CI in order to estimate the impact on linked CIs for a given period and to determine the best time to stop or perform an intervention on the CI.
example Loss of Internet connection ==> A simulation is run to calculate the unavailability impact for the Internet Access CI in the SLA availability target and for the impacted Expense Account Application - Extranet CI.
  • The analysis is performed using the rate of unavailability applied to the current CI.
  • An availability simulation file in CSV format can be generated.

Capacity Simulation

Select ok icon.png  Change Request, Configuration Item (CI)

Used to simulate the change in capacity of the CI in the current request.
  • In the CI form, you should specify capacity by indicating a reference value as well as the minimum and maximum thresholds that should not be exceeded.
  • When you enter a hypothetical monthly capacity value, the simulation is used to determine the time in which the threshold will be reached for the capacity. It helps you anticipate the measures you need to take in terms of purchases or equipment replacement.
Note: You can also access this wizard by running the Impact Analysis wizard.

Discard

Select ok icon.png  Equipment Inventory, Inventory Anomalies, Renewal Management

Used to remove equipment that should no longer be managed in inventory.
  • The status of the equipment will then show that it is not one of the assets.
  • For workstations, links with related software will automatically be deleted and the licenses will no longer be counted.
  • The equipment will no longer appear in the Budget Renewals menu.
  • Contracts will no longer be associated with the equipment if the Detach Contracts option is selected. If the option is not selected, they will remain visible as long as they are not expired.
  • Once the discard date is reached, you can modify recycling information in the Green IT menu. You do this using the Recycling of Assets wizard.
Best Practice icon.png
  • To put archived equipment back into service, display the list of equipment and select the Archived filter. Reinitialize the discard date of the equipment you want.
  • To delete the Equipment form, run the Delete wizard.

CI Status: Update

Select ok icon.png  Configuration Item (CI), Service Catalog

Used to modify the status of the current CI and impacted CIs.

Delete

Select ok icon.png  Employee Directory, Group Directory, Change Catalog, CI Catalog, Consumable Catalog, ContractCatalog, Service Request Catalog, Event Catalog, Common Expenses Catalog, SoftwareCatalog, Incident Catalog, Investment Catalog, EquipmentCatalog, Problem Catalog, Equipment, Contract, Event, Blackout Periods, Analytical Cost Allocation, Domain, User Profiles, Business Rule, Process Associated to a Business Rule, Workflow, Services / Connections / Resources (REST API), Questionnaire, Questionnaire - Dynamic Values

Used to permanently delete the current form.
  • Note: Only if no object is associated.
  • Specific cases:
    • When you delete a questionnaire, incidents, requests and problems created will retain their questions and associated answers.
    • Caution: When you delete a service, a connection or a resource, no check will be performed on the object used by services or resources or in a workflow step.
Best Practice icon.png Change catalog and service request catalog: You can archive the entries to make them unavailable, using the Finish wizard.

Delete

Select ok icon.png  Contract Periods

Used to delete contract periods from the list of contract periods to invoice.
  • Note: Only if the contract period has not been invoiced.
  • Contract periods are automatically deleted from the Scheduled Periods tab in the Contract form.
Best Practice icon.png If you inadvertently delete a contract period, you can create an invoice without a contract period using the Invoice wizard in a contract.

Place on Hold / Continue

Select ok icon.png  Incident, Problem, Action

Used to suspend the processing of the current object and resume it at a later time.
  • The Hold / Reopen action will automatically be generated.
  • The status of the current object will be On Hold.
  • Linked objects will keep their status.
  • When processing is placed on hold:
    • The workflow is paused.
    • The status of the current object will be associated with the Pending meta-status.
    • If the current object is an incident or request, the SLA will be interrupted during the time on hold. The calculation of the speed of intervention and delays will automatically be paused.
  • There is no automatic retrieval of incidents/requests that are put on hold. The retrieval date is displayed for information purposes only. If required, you can define a specific business rule.
  • When processing is resumed:
    • The workflow resumes.
    • The status of the current object prior to the time on-hold will be retrieved.
    • If the current object is an incident or request, the SLA will resume. The calculation of the speed of intervention and delays will restart. The duration of the time on hold will be added to the target intervention date which will be recalculated.
Best Practice icon.png
  • Use this wizard to store a trace of the external event preventing the processing of the object within the initially planned deadline.
  • Notify the requestor and recipient using Notify. You can also use the Notify Support Person wizard.

Finish

Select ok icon.png  Contract Inventory, Renewal Management, License Inventory, Change Catalog, Service Request Catalog

Used to archive the current object by specifying its end date to make it unavailable.
Best Practice icon.png
  • You can retrieve the object using the Archived filter.
  • To reactivate the object, reinitialize its end date or run the wizard and specify an end date later than the current date.

Finish

Select ok icon.png  Action

Used to finish the current action.
  • The workflow will proceed to the next step.

Process this Action

Select ok icon.png  Incident, Service Request, Change Request, Investment Request, Problem

Used by Support persons to assign the current action to themselves.
  • The Assignment action will automatically be generated.
  • The My Actions Notification icon - My to do actions.png and Notification icon - My groups actions.png counters are automatically updated in the Quick Dashboard.
  • The action is also visible when you select Service Operation > Actions > My Actions.
Best Practice icon.png
  • In the Quick Dashboard, you can also click Assign icon.png next to the action you want to assign to yourself.
  • To assign the action to a specific Support person in a group, use the Assign wizard.

Transfer

Select ok icon.png  Action

Used to transfer the current object to a group or group member and start the standard workflow associated with the category.
  • Note: The wizard is disabled if the current action is suspended.
  • You can define the groups that are not authorized for the transfer via the Groups directory and by selecting the Groups: Transfers Not Authorized tab.
  • The target resolution date is calculated using the SLA associated with the current object.
  • The Quick Dashboard counters are automatically updated.
  • There are four transfer options available:
    • Redirect to a Group of the same Level: Used to transfer the current object to another member of the current group or to another group belonging to the current level.
    • Escalate to a Group of a higher Level: Used to transfer the current object to a group or group member belonging to the level immediately above the current level. Note: You can define if users can escalate an object to all higher levels in Other Parameters {SM} Authorize escalation to any group irrespective of level.
    • Redirect to a Group of a lower Level (Note: Only if the current group does not belong to the first level): Used to transfer the current object to a group or group member belonging to the level immediately below the current level.
      example Escalated by mistake, redirected from the Expert group to the Support group
    • Requalify the Topic (Note: Only if authorized by the action type): Used to modify the category of the current object.
      • Overloading the Urgency: Used to indicate if the urgency level should be replaced by the one for the new category of the current object (box is checked) or if the urgency level of the previous category should be kept (box is not checked).
      • Overloading the Impact: Used to indicate if the impact level should be replaced by the one for the new category of the current object (box is checked) or if the impact level of the previous category should be kept (box is not checked).
      • The workflow associated with the new category will start.
      • The SLA Target date of the current object must be recalculated.

Residual Value

Select ok icon.png  Equipment Inventory

Used to calculate the residual value of the equipment based on the end of the current year.
  • The purchase date, purchase price and depreciation period must be specified.
  • A depreciation file may be generated.

Validate

Select ok icon.png  Incident, Service Request, Change Request, Investment Request, Problem, Action

Used to indicate that the action is completed and to enter the intervention summary.
  • Note: The wizard is disabled if the current action is suspended.
  • The status of the current object has the exit value defined for the step of the workflow associated with the action.
  • The workflow will proceed to the next step.
  • You can enter the intervention cost of the action as hourly or fixed costs.
  • A message will display the objects linked to the current object.
    • An email can be sent to the relevant users.
    • When the current object is closed, linked objects will automatically be closed.

Lock CI

Select ok icon.png  Configuration Item (CI), Service Catalog

Used to ensure that the form of the current CI is non-modifiable during a specified period because it would be disruptive for business activities.
example Upgrading of the payroll application during the period when salaries are being calculated.
Best Practice icon.png Run the Unlock CI wizard to enable the modification of the form again.

Version: Update

Select ok icon.png  Configuration Item (CI), Service Catalog, Service Pipeline

Used to automatically update the version and components linked to the current CI.
  • The New Version and New Manager fields are preloaded with the information specified when preparing the update using the Version: Prepare wizard.
  • In the form of the current CI:
    • The Current Version and Manager fields are automatically updated using the information specified when preparing the update.
    • The Next Version and Scheduled Change Date fields will be cleared.

Version: Prepare

Select ok icon.png  Configuration Item (CI), Service Catalog, Service Pipeline

Used to prepare the version update for the current CI and its propagation to all CIs impacted by the update.
  • In the wizard, you should specify the Next Version, Next Manager and Scheduled Change Date fields.
  • In the form of the current CI: The Next Version and Scheduled Change Date fields will automatically be preloaded.
Best Practice icon.png You should then run the Version: Update wizard to apply the modifications.
Tags:
Last modified by Unknown User on 2021/09/20 19:45
Created by Administrator XWiki on 2016/09/29 15:50

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