Self Help - The evSH Skin

Last modified on 2023/12/20 17:47

   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.

   The evSH skin is shipped in three languages with the Self Help setup: en_US, fr_FR and es_ES. If you want to add another language, please contact your EasyVista consultant.

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.Open url.png See the description
  • You can filter procedure content on the portal by user group. Open url.png 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. Open url.png 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. Open url.png 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.

example  

  • Display the Pause Procedure page - Toolbar - Pause icon.png icon only when several user journeys are to be managed simultaneously.
  • Display the Comment Procedure page - Toolbar - Comment icon.png icon for specific user groups or only during the testing phase to prevent too many messages being sent to writers.

Apply the evSH skin to the customer portal

Home page

          Theme evSH - Home page.png

Self Help procedure

          Theme evSH - Procedure.png

Toolbar in Self Help procedure pages

        Procedure page - Toolbar.png

     Open url.png See Detailed description of the customer portal

Icon Description Display management
Procedure page - Toolbar - Pause icon.png   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.

Open url.png See the configuration

Procedure page - Toolbar - History icon.png   History Used to display the history of pages consulted. Disabled only via the evSH skin. By default, the icon is displayed.

Open url.png See the configuration

Procedure page - Toolbar - Overview icon.png   Overview Used to display the flow chart of the entire procedure. Enabled or disabled based on user groups.

Open url.png See the configuration

Procedure page - Toolbar - Report icon.png   Report Used to generate the execution report of the current procedure. Enabled or disabled based on user groups.

Open url.png See the configuration

Procedure page - Toolbar - Comment icon.png   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.

Open url.png See the configuration

Procedure page - Toolbar - Escalation icon.png   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.

Open url.png See the configuration

Procedure page - Toolbar - Share icon.png   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.

Open url.png See the configuration

Procedures

How to customize the toolbar in portal procedures

Display the Pause icon

   The configuration of the Procedure page - Toolbar - Pause icon.png 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.

example

https://<your server>.com/custom/evSH/?allowpause=true#<project_versionNumber>

Disable custom icons using the evSH skin

   To disable the History Procedure page - Toolbar - History icon.png and Share Procedure page - Toolbar - Share icon.png icons, the CSS sheets of the evSH skin must be modified.

  • Please contact your EasyVista consultant to make these modifications.
  • 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 Procedure page - Toolbar - Overview icon.png, Report Procedure page - Toolbar - Report icon.png and Comment Procedure page - Toolbar - Comment icon.png 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.
         Procedure toolbar customization - Projects by groups in Publish mode.png

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 Procedure page - Toolbar - Overview icon.png icon, tick the Map box.
  • To enable the Report Procedure page - Toolbar - Report icon.png icon, tick the Report box.
  • To enable the Comment Procedure page - Toolbar - Comment icon.png icon, tick the Feedback access box.

Best Practice icon.png  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

   •   The escalation procedure must first be created.

  • Only one escalation procedure can be associated with a given Self Help domain.

Best Practice icon.png  Create the escalation procedure in the Self Help project associated with the portal project.

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.

          Procedure toolbar customization - Reserved aliases section in Publish mode.png

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 Procedure page - Toolbar - Escalation icon.png icon is enabled.
  • Click Save.
     

example  Escalation procedure containing two steps:

  • Page step: Contains a form where users can type their message.
  • Action step: Used to send the form by email to the Support team.

          Procedure page - Toolbar - Escalation procedure.png

Result on the customer portal

  • The user clicks the Procedure page - Toolbar - Escalation icon.png icon.
             Procedure page - Toolbar - Escalation procedure - Portal step 0.png
  • The form is open.
             Procedure page - Toolbar - Escalation procedure - Portal step 1.png
  • The message is sent by email to the Support team.
             Procedure page - Toolbar - Escalation procedure - Portal step 2.png

How to filter portal content by group

      Open url.png See the procedure

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