The evSH skin is used to configure the Self Help customer portal. This includes the structure and layout of the Home page and procedures, the visual appearance using fonts, colors, or button shapes, the choice of images in the logo or banner, the names of titles, headings and browser buttons, the icons accessible in the portal toolbar, etc.

• Procedure pages can contain a toolbar depending on the configuration defined by writers. See the description
• You can filter procedure content on the portal by user group.  See the example

Notes

• The evSH skin is automatically shipped in three languages with the Self Help setup: en_US, fr_FR and es_ES.
• It uses CSS stylesheets and HTML files managed by EasyVista.

• By default, users belonging to a group are authorized to access all Self Help projects on the customer portal defined using the evSH skin.
  • To configure access to portal procedures by group, you should use a specific item of metadata.  See the procedure

• The toolbar displayed can be customized for each procedure in edit mode in the Desktop Studio. Only the knowledge manager and domain administrator can perform this configuration.  See the procedure
   

Caution

• To configure the evSH skin, users must be very familiar with HTML and CSS. This is why any modification required should be made by your EasyVista consultant based on your requirements.
• The EasyVista Support team will not resolve any issues related to the customization of the evSH skin done by customers themselves and its impact on customer platforms.

Best Practice

• Configure the toolbar based on user requirements for each of the procedures.

Apply the evSH skin to the customer portal

Home page

Self Help procedure

Toolbar in Self Help procedure pages

      See Detailed description of the customer portal

Icon	Description		Display management
Pause	Used to pause the current procedure and resume it at a later time.		Enabled or disabled for all portal procedures. By default, the icon is not displayed. See the configuration
History	Used to display the history of pages consulted.		Disabled only via the evSH skin. By default, the icon is displayed. See the configuration
Overview	Used to display the flow chart of the entire procedure.		Enabled or disabled based on user groups. See the configuration
Report	Used to generate the execution report of the current procedure.		Enabled or disabled based on user groups. See the configuration
Comment	Used to display a message in the execution report of the procedure. Depending on the configuration, the message can also be sent by email to the writer of the procedure.		Enabled or disabled based on user groups. See the configuration
Escalation	Used to run an escalation procedure, e.g. open a ticket, send a message, etc.		Enabled or disabled for all portal users using the specific oncall alias. See the configuration
Share	Used to generate a link to the current procedure. The URL can then be copied to the clipboard or sent by email.		Disabled only via the evSH skin. By default, the icon is displayed. See the configuration

Procedures

How to customize the toolbar in portal procedures

Display the Pause icon

Note: The configuration of the  icon applies to the entire portal. It is enabled or disabled for all procedures.

1. Enter the URL for accessing the customer portal in the URL bar of your Web browser.

2. Add the ?allowpause=true instruction to the end of the URL.

Disable custom icons using the evSH skin

Note: To disable the History  and Share  icons, the CSS sheets of the evSH skin must be modified. Please contact your EasyVista consultant to make these modifications.

Caution: The EasyVista Support team will not resolve any issues related to the customization of the evSH skin done by customers themselves and its impact on customer platforms.

Enable custom icons based on groups

The Overview , Report  and Comment  icons can be enabled and disabled independently of one another.

1. Access the Desktop Studio in publish mode.

2. Open the User groups section in the tree structure of the Explorer pane.
The list of authorized groups for the domain will appear.
         

3. Click the group for which you want to add the icons.
The list of published Self Help projects will appear.

4. Enable the icons by selecting the relevant boxes.

• To enable the Overview  icon, tick the Map box.

• To enable the Report  icon, tick the Report box.

• To enable the Comment  icon, tick the Feedback access box.

    Tick the Comment box if you want to send the message by email to the writer.

5. Repeat these actions for each group with access to the icons.
Your changes will automatically be saved.

Display the Escalation icon

     Note: 

• The escalation procedure must first be created.
• Only one escalation procedure can be associated with a given Self Help domain.

1. Publish the Self Help project associated with the customer portal in edit mode in the Desktop Studio.

2. Switch to publish mode.

3. Open the Reserved aliases section in the tree structure of the Explorer pane.
         

4. Associate the escalation procedure with the oncall alias.

• Right-click the oncall alias.
• Select Associate a procedure from the contextual menu.
  The list of Self Help project procedures will appear.
• Select the procedure to be run when the Escalation  icon is enabled.
• Click Save.
   

How to filter portal content by group

       See the procedure