Self Help - Procedures

Last modified on 2023/08/09 16:19

Procedures in Self Help projects describe business processes using decision trees.
   Procedure - Presentation.png

  • Each decision tree appears as a series of steps. There are two types of steps. Open url.png 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. Open url.png 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 type icon - Start.png step.
    • An End Step type icon - End.png 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.

example

Hidden text.png

  • 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 Editor - Undo toolbar.pngConception 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. Open url.png 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. Open url.png 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

         Explorer Pane - Properties view - Procedure.png

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

ExplorerPane_ProcedurePropertiesView_Tabs

List of tabs

  • Info: Information on the procedure, i.e. creation date, last modification date, location, and the list of metadata, both general and specific to the type of procedure.
    • Double-click one of the properties to specify it. Note: You cannot modify general information.
    • You can export items of metadata. Open url.png See How to export metadata from a Self Help project
    • To specify input and output parameters for the procedure, click Parameters > Edit parameters.
    • Click Link > Click to generate a link to generate the URL and test the procedure in a Web browser.
    • Click Icon > Add icon to procedure icon.png to associate an icon with the procedure.
  • Uses: List of resources used by the procedure.
    • Click <Open procedure and show the steps this resource is linked to>. The Conception pane will display the procedure and the list of resources used by the procedure. Click one of the resources to highlight it in the Conception pane.
  • Used by: List of resources using the procedure.
    • Click <Open procedure and show the steps this resource is linked to>. The Conception pane will display the procedure and the list of resources using the procedure. Click one of the resources to highlight it in the Conception pane.
  • Statistics: Statistics on the use of the procedure, e.g. number of executions and their average duration, average number of steps in the procedure, etc.  - Open url.png See the procedure
    • Click Open procedure execution icon.png in the toolbar to open a specific procedure instance.

Types of steps

Type of step Visible to users Visual display in the Conception pane Description/Notes
Step type icon - Start.png Start Not check icon.png Step type icon - Start.png
  • Step indicating the start of the procedure. No user interaction is required.
Step type icon - End.png End Not check icon.png Step type icon - End.png
  • 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.

    Step End - Several branches.png

Step type icon - Action.png Action Not check icon.png Step Action.png
  • Automatic step. No user interaction is required.

Open url.png See How to create an action

Step type icon - Action with conditions.png Action with Switch Not check icon.png Step Action with conditions.png
  • 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 type icon - End.png step of the branch.

Open url.png See How to create an action with a switch

Step type icon - Branche.png Branch Not check icon.png Step Branche.png
  • 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 type icon - End.png step of the branch.

    Step Branche - Continue till end.png

Open url.png 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.

    Step Branche - with visibility condition.png

Step type icon - Page.png Page Check icon.png Step Page.png
  • Non-interactive step. It displays information to users in a Web page.
  • The procedure proceeds to the next step without any user interaction.

Open url.png See How to create a page

Step type icon - Choice page.png Page with Choices Check icon.png Step Choice page.png
  • 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 type icon - End.png step of the branch.

Open url.png See How to create a page with choices

Step type icon - Resume point.png Marker Not check icon.png Step Resume point.png
  • 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.

Open url.png See How to create a marker

Step type icon - Sub procedure.png Sub-procedure Check icon.png Step Sub procedure.png
  • 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.

Open url.png 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
 

Object Description/Notes
Connectors
  • Connectors for Excel, REST, SOAP, sending emails, etc.
  • EasyVista manages the types of connectors that can be created.
  • To insert a connector in a step, select the Description pane > Connectors tab. Click and drag the connector from the tree structure of the Explorer pane.
HTML content
  • To insert HTML content in a step, select the Description pane > Content tab. Click and drag the content from the tree structure of the Explorer pane.
Documents
  • DOC, XLS, TXT files
  • To insert a document in a step, select the Description pane > Linked documents tab. Click and drag the document from the tree structure of the Explorer pane.
  • Documents are stored on the server and all writers can access them depending on their access rights.
Forms
Images
  • BMP, JPG, PNG files.
  • To display an image in a step, select the Description pane > Content tab > Insert menu and click Image icon.png.
  • An image can contain clickable areas that will run an action when users click them, e.g. open a Web page, go to the next step, redirect to a branch of the tree, etc. - Open url.png See the procedure
Links
  • Links to websites, email servers, etc.
  • To insert a static link in a step, select the Description pane > Content tab > Insert menu and click Hyperlink icon.png.
  • To define a dynamic link that includes parameters, you should create a Link resource.
Macros
  • To insert macros in a step, select the Description pane > Macro tab.
  • Macros are only applicable to the step using them.
Sub-procedures
  • Used to run a business sub-process.
  • Once the sub-procedure is run, the process will proceed to the next step in the main procedure.
Tables
  • Use tables to present and organize information in the Web page. Open url.png See the procedure
  • To insert a table in a step, select the Description pane > Content tab > Insert menu and click Table icon.png.
Text
  • Use the toolbar in the content editor to format text. Select the Description pane > Content tab > Home menu.
Variables
  • Variables can be as follows:
    • Global: Applicable to all procedures in the Self Help project.
    • Local: Applicable to the current procedure.
  • A predefined list of variables is provided by EasyVista.
Videos
  • Flash files (SWF, FLV) as well as HTML5 files (OGV, MP4, WEBM).
  • To display a video in a step, select the Description pane > Content tab > Insert menu and click Video icon.png.
  • Depending on the Web browser, restrictions may be defined.

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 Tree expand icon.png to display the tree structure.

Step 2: Create the procedure

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

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 Step type icon - Start.png and End Step type icon - End.png steps will automatically appear.

2. Right-click the Start Step type icon - Start.png step.

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


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

    Open url.png 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 Launch procedure dropdown list.png in the toolbar and select Launch procedure icon.png 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 Save disk icon.png in the toolbar to save the modifications in the Content tab.
     

Modify the content of a step defined using a resource

Caution: When a resource is modified, the modification will automatically be propagated to all procedures where it is used.

  • 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.
    User procedure access icon.png will appear after the name of the procedure.

2. Click Launch procedure dropdown list.png 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.
    Step Sub procedure.png

 Display the content of the sub-procedure

  • Click the sub-procedure step title when the cursor becomes Cursor hand icon.png.

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).
        Rename step.png

2. Enter the name of the step.

Best Practice icon.png You can hide part of the name by surrounding the text to be hidden with square brackets  [ ].

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

         Create new step.png

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.
    Step Action.png

2. Name the step. Open url.png 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.
    Step Action with conditions.png

2. Name the step. Open url.png 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 type icon - End.png step.
    Step Branche - New.png

2. Name the branch if it is a branch with choices. Open url.png 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. Open url.png See the description of different types of steps
  • Define the new step.
  • Repeat the procedure to add other steps up to the End Step type icon - End.png step of the branch.

         Step Branche - Continue till end.png

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.
    Step Branche - with visibility condition.png

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.
    Step Page.png

2. Name the step. Open url.png 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.
    Step Choice page.png

2. Name the step. Open url.png 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.
  • Repeat the procedure to add other steps up to the End Step type icon - End.png step of the branch.
        Step Branche - Continue till end.png

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.
        Step Branche - Change order.png

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 Step type icon - Resume point.png will be inserted in the flow chart.

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

red line will appear between the start and end points. An arrow will indicate the direction of the procedure.
    Step Resume point.png

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.
    Step Sub procedure.png

2. Double-click the sub-procedure.

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

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 Table icon.png.

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.
    Image - Create clickable zone - icon.png

2. Click Clickable image icon.png.

A new toolbar will appear.

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

  • Click Clickable zone rectangle icon.png to define a rectangular area.
  • Click Clickable zone circle icon.png to define a circular area.

         Image - Create clickable zone - areas.png

4. Click Clickable image icon.png 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.
    Image - Create clickable zone - link.png

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.

The clickable image is indicated by:

  • An icon in the outline of the step in the Conception pane.
  • A red border in the Description pane.

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.

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