Procedures in Self Help projects describe business processes using decision trees.
   

• Procedures are:
  • Designed and managed in edit mode in the Desktop Studio.
  • Managed via a content validation workflow to ensure the progress of content up to the publication of the Self Help project.
  • Made available to users via a publication process.  See Version management

• Each decision tree appears as a series of steps. There are two types of steps.  See the description
  • Interactive steps: Users who run the procedure will see them in Web pages. They are used to request information via forms, ask users to choose among several answers, display information such as text, tables or images, provide links to websites, etc.
  • Automatic steps: These are not visible to users. They are used to run scripts, communicate with third-party services via Web services, run tests, perform calculations, etc.

• Each step in the procedure can:
  • Return a result, i.e. user answer, calculation value, test result, etc. This is used to orient the user journey within the process, e.g. go from one step to the next, redirect to a branch, skip to another step via a loop, end the procedure, etc.
  • Use or display resources such as image, audio or video files, PDFs, HTML content, forms, etc.

• An execution report is generated for each procedure. This logs all steps and branches consulted by the user.

Notes

• Access rights to procedures:
  • Several writers can be authorized to modify a given procedure. When a writer is working on a given procedure, other writers can access this procedure in read-only mode.
  • To view the procedure in a Web browser, it must be defined as an entry point for users.  See the procedure
  • Users can access the procedure via a URL depending on their access rights. Sub-procedures cannot be accessed via a URL. 

• A procedure always contains:
  • A single and unique Start  step.
  • An End  step that ends each branch of the procedure.

• You can create sub-procedures. They are used to create business sub-processes.
  • You can declare all procedures in the Self Help project as sub-procedures.

• The objects used within the procedure can be:
  • Specific to the step. They are managed as attachments associated with the step in the Conception pane or Description pane.
  • Shared with other steps or other procedures in the Self Help project. They are managed as shared resources that can be accessed in the tree structure of the Explorer pane.

• Web pages displaying interactive steps use the skin associated with the procedure.

• You can ensure that text in items of metadata is hidden to users on the Self Help customer portal by surrounding the text with square brackets  [ ].
  • Metadata in a procedure can contain hidden text, e.g. procedure name, step names, names of form fields, descriptions, etc.

• Execution report of procedures:
  • Text generated in the report is hidden to users running the procedure.
  • By default, the report contains the names of all steps and branches consulted by the user. You can configure it step by step in edit mode in the Desktop Studio by selecting Description pane > Report tab.

Caution

• The Recycle bin folder of the Self Help project only contains deleted resources and procedures. It does not contain individual steps that were deleted from procedures.

Best Practice

• Use keyboard shortcuts to create procedure components quickly.

• To restore a deleted procedure, click the Recycle bin folder of the Self Help project in the tree structure of the Explorer pane.
• To restore a step or the content of a step, click the history in the Conception or Description panes.

• Create a sub-procedure:
  • When you want to reuse the sub-process in different places in the Self Help project.
  • When the procedure contains more than five steps, in order to improve the readability of the flow chart in the Conception pane.

• You can insert resources only in procedures belonging to the current Self Help project. To use resources from another Self Help project, use the import and export functionalities.  See the procedure

• The skin associated with the procedure automatically manages the layout of resources inserted as attachments in a step via the Conception pane. To define a custom layout, insert the resource in the content editor of the step. To do this, select Description pane > Content tab.  See the procedure

• To display the procedures and sub-procedures used by a given procedure, click the procedure in the tree structure of the Explorer pane. Select the Properties view and click the Used by tab.

• If a blocking error occurs in a step, use the execution report of the procedure to find the cause.

•  You can use hidden text in order to:* Add keywords for the search via the portal.

  By default, users can only search for words found in the procedure text. To add keywords not present in the procedure but likely to be used in the search, go to the Description metadata of the procedure in the Properties view and insert the keywords as hidden text.

  example  [Update]How to modify a procedure
  ==> keyword used in the search: Modify
  ==> additional keyword (hidden text) used in the search: Update

  • Modify the sort order of procedures and folders in the Explorer pane.

    By default, they are sorted in alphabetical order. To define a custom sort order, you can add a sequence number as hidden text in front of the procedure title or folder name.

    example  [0.2]Archive, [0.1]Creation
    ==> alphabetical order (default sort order): Archive, Creation
    ==> order determined by hidden text: Creation, Archive

Properties of procedures

Access: Edit mode in the Desktop Studio > select the procedure in the tree structure of the Explorer pane > Properties view.  See the description 

ExplorerPane_ProcedurePropertiesView_Tabs

Types of steps

pane

Type of step	Visible to users		Visual display in the Conception		Description/Notes
Start					Step indicating the start of the procedure. No user interaction is required.
End					Step indicating the end or an interruption of the procedure. No user interaction is required. One End step must be defined for each branch in the procedure.
Action					Automatic step. No user interaction is required. See How to create an action
Action with Switch					Automatic step. No user interaction is required. It contains a condition that redirects users to different branches. The condition is evaluated when the step is run. The procedure proceeds to the branch that meets the condition. All of the steps defined in this branch will be run up to the End step of the branch. See How to create an action with a switch
Branch					Step linked to an execution condition defining one of the options of an Action with Switch step or a Page with Choices step. When the condition is satisfied (condition met, user's choice), all of the steps defined for the branch will be run up to the End step of the branch. See How to create a branch Note: Move the cursor over the name to see the execution condition for the branch. If you want to delete a step containing branches, you must first delete all of its branches. The dotted line - - - - indicates the presence of a visibility condition in the branch. The branch is proposed only if the condition is met.
Page					Non-interactive step. It displays information to users in a Web page. The procedure proceeds to the next step without any user interaction. See How to create a page
Page with Choices					Interactive step. It displays several options to users in a Web page. The procedure proceeds to the branch corresponding to the user's choice. All of the steps defined in this branch will be run up to the End step of the branch. See How to create a page with choices
Marker					Automatic step. No user interaction is required. It is used to redirect the procedure. The procedure proceeds to the step to which the marker points. See How to create a marker
Sub-procedure					Business sub-process made up of a series of steps that may be interactive or automatic. Once the sub-procedure is run, the process will proceed to the next step in the main procedure. See How to create a sub-procedure

Content of steps

Steps can use or display different types of objects.

Note: To display the list of resources used by a procedure, select edit mode in the Desktop Studio and select the procedure in the tree structure of the Explorer pane > Properties view > Uses tab
 

Procedures

See detailed step by step on Self Help portal

How to create a Self Help procedure

Step 1: Select the Self Help project

1. Select the Self Help project in the tree structure of the Explorer pane.

2. Click  to display the tree structure.

Step 2: Create the procedure

1. Right-click the folder where you want to create the new procedure.
     

2. Select New > Procedure from the contextual menu.
The procedure will be inserted in the Explorer pane. Its name will be <New procedure>.

3. Rename the procedure.
The Explorer pane will be refreshed.

Step 3: Create the steps in the procedure

1. Double-click the procedure in the Explorer pane.
The Conception pane will appear. The Start  and End  steps will automatically appear.

2. Right-click the Start  step.

3. Select Insert a Step from the contextual menu and click the type of step you want to add.  See the description of different types of steps
     

4. Specify the step depending on its type, e.g. Action, Branch, Page, etc.

     See the detailed procedures

5. (optional, for steps visible to users) Preview the step as it will appear on screen:

• Click the step in the Conception pane.
• Click  in the toolbar and select Launch the procedure.
  The step will appear in a Web page.

6. Add other steps to your procedure by selecting the step after which you want to insert a new step.
 

Modify the content of a step

• Click the step in the Conception pane.
• Make the required modifications in the Description pane.
• Click  in the toolbar to save the modifications in the Content tab.
   

Modify the content of a step defined using a resource

• Open the resource from the Explorer pane.
• Make the required modifications.
• Save the resource.

Step 5: Test the procedure

Objective 1: Check that steps proceed correctly

Objective 2: Test the URL link

1. Define the procedure as an entry point for users:

• Right-click the procedure in the Explorer pane.
• Select Allow launch by users from the contextual menu.
   will appear after the name of the procedure.

2. Click  in the toolbar and select Generate a procedure link.

3. Specify the required information in the dialog box.

4. Click Launch the procedure.

5. Enter the login information.

The first step of the procedure will open in your Web browser.

6. Browse to check that all of the steps proceed correctly.

7. Click Finish to close the dialog box.

How to create a sub-procedure

Step 1: Select the procedure

1. Double-click the procedure in the tree structure of the Explorer pane.

The procedure will appear in the Conception pane.

Step 2: Select the steps in the sub-procedure

1. In the flow chart of the Conception pane, press and hold down the <Ctrl> key while selecting the steps to be included in the sub-procedure.

The selected steps will be outlined in blue in the flow chart.

2. Right-click one of the sub-procedure steps and select Create a procedure from this selection from the contextual menu.

3. Name the sub-procedure.

4. Click Finish.

The selected steps will be grouped.
    

 Display the content of the sub-procedure

• Click the sub-procedure step title when the cursor becomes .

Detailed procedures

How to name a step

1. You can double-click:

• The step in the flow chart (1).
• The title bar in the Description pane (2).
      

2. Enter the name of the step.

3. Press <Enter> to validate.

The name will automatically be refreshed in the Conception and Description panes.

How to create a step based on its type

How to create an Action step

1. Select Insert a Step > Insert an Action from the contextual menu (keyboard shortcut: <Ctrl><Enter>).

The new step will be inserted in the flow chart.
    

2. Name the step.  See the detailed procedure

3. Define its content.

How to create an Action with Switch step

1. Select Insert a Step > Insert an Action with Switch from the contextual menu.

The new step will be inserted in the flow chart. A default branch will automatically be added and cannot be deleted.
    

2. Name the step.  See the detailed procedure

3. Define its content.

4. Define branches.

• Define the condition of each branch.
• Define the series of steps for each condition and for the default branch.

How to create a Branch step

1. Select Insert a Step > Add a Branch  from the contextual menu (keyboard shortcut: <Insert>).

A new branch will be inserted in the flow chart, followed by an End  step.
    

2. Name the branch if it is a branch with choices.  See the detailed procedure

or

Define the condition of the branch if it is a conditional branch.

3. Define its content.

4. Define its steps.

• Right-click the branch.
• Select Insert a Step from the contextual menu and click the type of step you want to add.  See the description of different types of steps
• Define the new step.
• Repeat the procedure to add other steps up to the End  step of the branch.

5. (Optional, only for branches with choices) Add a visibility condition.

• Right-click the branch and select Add visibility condition from the contextual menu.
• Define the condition using the wizard.
• Click Finish.

A dotted line - - - - - will appear below the choice button.
    

Modify a visibility condition: Right-click the branch and select Edit visibility condition from the contextual menu.

Delete a visibility condition:  Right-click the branch and select Remove visibility condition from the contextual menu.

How to create a Page step

1. Select Insert a Step > Insert a Page from the contextual menu (keyboard shortcut: <Enter>).

The new step will be inserted in the flow chart.
    

2. Name the step.  See the detailed procedure

3. Define its content.

How to create a Page with Choices step

1. Select Insert a Step > Insert a Page with Choices from the contextual menu (keyboard shortcut: <Ctrl><Insert>).

The new step will be inserted in the flow chart.
    

2. Name the step.  See the detailed procedure

3. Define its content.

4. Define the first branch. 

• Name the branch.
• Define its content.
• Define the series of steps for the branch.
  • Right-click the branch.
  • Select Insert a Step from the contextual menu and click the type of step you want to add.  See the description of different types of steps
  • Define the new step.
• Repeat the procedure to add other steps up to the End  step of the branch.
      

5. Repeat the procedure for the second branch.

6. (optional) Add a new branch.

• Right-click the branch below which you want to insert the new branch.
• Select Insert a Step > Add a Branch  from the contextual menu (keyboard shortcut: <Insert>).
• Define the new branch just like the two previous branches.

7. (optional) Modify the order of branches in the flow chart.

• Click and drag the branch to an authorized spot. This is indicated in red.
      

How to create a Marker step

1. Select Insert a Step > Insert a Marker from the contextual menu (keyboard shortcut: <Ctrl><Shift><M>).

The new marker  will be inserted in the flow chart.

2. Click and drag the marker to the step where you want the procedure to proceed.

A red line will appear between the start and end points. An arrow will indicate the direction of the procedure.
    

How to create a Sub-procedure step

1. Select Insert a Step > Insert a Sub-procedure from the contextual menu.

The new step will be inserted in the flow chart.
    

2. Double-click the sub-procedure.

Note: If the sub-procedure does not exist, you must first create it.  See the procedure
    

3. Select the procedure you want.

4. Click Finish.

The flow chart will be refreshed and the name of the selected procedure will appear.

Advanced procedures

How to customize the content of a step

How to use a resource in an attachment

1. Click and drag the resource from the Explorer pane to the outline of the step.

The skin associated with the procedure automatically manages the layout of the step.

How to create a table

1. Click .

2. Click one of the cells and select Update table from the contextual menu.

• Define the table width, border size, etc.

• To delete a row, select Row > Delete row from the contextual menu of a cell.

• To merge cells, select Cell > Merge cells from the contextual menu of a cell.

• To modify the size of a cell, select Cell > Cell size from the contextual menu of a cell.

How to create an image with clickable areas

1. Right-click the image you inserted in the Content tab of the Description pane.

The contextual toolbar will appear.
    

2. Click .

A new toolbar will appear.

3. Use the cursor to define the clickable areas of the image.

• Click  to define a rectangular area.
• Click  to define a circular area.

4. Click  to specify the action to be performed when users click the area, e.g. open a URL in a Web browser or go to another step.
    

5. Click Update.
 

Case 1: There are branches after the step containing the clickable image
You should indicate the redirection to a branch of the procedure. Tick the option called Hide the corresponding branch to authorize access using the image only.

• Enter the text to be displayed on hover over the clickable area in the Area title field.
• Select the action to be performed when users click the area:
  • URL: The URL will open in a new Web page.
  • Select a branch: Users will proceed to the steps of the selected branch. Tick the option called Hide the corresponding branch to hide the selected branch.
• Click OK.
   

Case 2: There are no branches after the step containing the clickable image
The procedure proceeds to the next step.

• Enter the text to be displayed on hover over the clickable area in the Area title field.
• Select the action to be performed when users click the area:
  • URL: The URL will open in a new Web page.
  • Go to next step: Users will proceed to the next step. Tick the option called Disable the Next button.
• Click OK.

5. Repeat these actions for each clickable area in the image.

How to obtain usage statistics for a procedure

Step 1: Select the required criteria

1. Define your selection criteria, e.g. period, working version to be included, etc.

2. Click Compute the statistics.
 

Step 2 (optional): Obtain statistics on a procedure instance

1. Enter the procedure ID.

2. Click Open a procedure instance.
 

Step 3 (optional): Save the results in a file

All results

1. Click Export all.
 

Selected procedure instances

1. Select the relevant procedure instances in the table.

2. Click Export selected.