ev|Self Help - Autumn 2020 - Release Notes


Note: This is a version release document.
  • Some of the screenshots may show a slight difference compared to the release version as we are constantly seeking to improve the design and usability up until the release date.
  • The pages on the wiki detailing these differences will be updated soon. For more up-to-date information, please consult: Open url.png Wiki News

Autumn 2020 Version

New Self Help product names

To ensure consistency with the development of Self Help functionalities, products have been renamed.

  • The Administration module is now called Online Studio. This is now the entry point to the Studio for writers. The current administration functionalities will remain available.
  • To differentiate the two uses, the Studio for writers is called Desktop Studio.
     

Note: You can still log in to the Administration module using the login and password of yourSelf Help account defined on the server via the URL, <server name>.com/studio.

Accessing one Studio from the other

To facilitate the use of the Online Studio as a single entry point, administrators and writers can now switch easily from one Studio to the other without having to log in again.

Accessing the Desktop Studio from the Online Studio

1. Log in to the Online Studio as a writer or domain administrator.

2. The new Online Studio Home page will appear and display the latest modifications in a list. Click one of them to access the Desktop Studio.

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3. The Desktop Studio will open in edit mode. The element you selected in the Online Studio will open in read-only mode.

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If the Desktop Studio is already open

  • If the Desktop Studio was opened by the same user and in the same domain as the current domain of the Online Studio:
    • The Desktop Studio will automatically open in edit mode.
    • The element you selected in the Online Studio will open.
  • If the Desktop Studio was opened by another user or if it was opened by the same user but in a domain other than the current domain of the Online Studio:
    • A message will ask you to confirm the closing of the active session.
    • The Desktop Studio will open again in edit mode based on the user session and in the same domain as the current domain of the Online Studio.

Accessing the Online Studio from the Desktop Studio

1. Log in to the Desktop Studio.

2. Select Mode > Online Studio in the menu.

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3.The Online Studio will automatically appear in a new Web browser tab. The Home page will appear.

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Online Studio

New Home page

The new Online Studio Home page has been completely revamped to facilitate access to procedures in the Desktop Studio. It also offers writers a quick overview of activity for current Self Help projects.

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(1) Toolbar
(2) Menu pane
  • The user profile will determine the menu items displayed.
    example Only server administrators will be able to see the Administration menu

  • Click Open menu icon.png to minimize the side pane.
(3) Filter zone
(4) List of procedures and resources available in edit mode in the Studio. Click one of the elements in the list to open the Desktop Studio in edit mode directly.

Note: This will not be visible to server administrators.

(5) Dashboard displaying the main KPIs for writers

Toolbar

  • Part 1_html_71c59c27.png can now be used to access the contextual help page in the wiki.
  • The other functionalities remain identical.

Filter zone

This enables you to filter the Recently changed and Activity fields using multiple criteria.

Note: Writers can only display the data for the Self Help projects and domains they are authorized to access.

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(1) Filter the Self Help projects and domains on the server
(2) Filter the authors of Self Help projects

Note: The Undefined author at the bottom of the list is used to display procedures and resources whose author has been deleted.

(3) Filter the period
(4) Filter procedures and resources based on their status within the approval workflow

Note: Only for the Recently changed

field.

Operating principle

  • Selected filters will appear in the filter zone. For the period, only the last value selected will appear.

         Part 1_html_759c84df.png

  • Click x next to a filter to delete it.
  • Click one of the workflow statuses to enable the corresponding filter for procedures and resources. The button color will automatically change when the filter is active. If no value is available for a status, the button will be grayed out.

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Recently changed field

All procedures and resources authorized for the logged-in user profile will appear in this field based on the selected filters. The order of the list is from most to least recent.

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(1) Number of elements displayed as compared with the total number of elements
  • The total number of elements corresponds to the number of procedures and resources filtered by domain, project, author and period.
  • The number of elements displayed corresponds to the total number filtered based on their workflow status and/or their type, i.e. procedure or resource.
(2) Filter based on the type of element, i.e. procedure or resource. The number of elements is indicated.
(3) Name of the procedure or resource displayed in gray. Click the element to open it in edit mode in the Desktop Studio.

The row under the name indicates:

  • The domain to which the element belongs
  • The associated Self Help project
  • Its status within the approval workflow
  • The name of the writer who last modified it
(4) Part 1_html_7a817fd0.png: Used to run a procedure currently in edit mode in a Web browser in order to test it

Note: The procedure must be defined as executable by users.

Activity field

This field displays the main KPIs for the Self Help project based on the selected filters.

         Part 1_html_m8d3d4cd.png

(1) Total number of procedure instances over a period of time
(2) Number of procedures published over a period of time
(3) The most popular procedure instances for the filtered period with the number of executions
(4) Number of unique sessions over a period of time

Move the cursor over each chart to see details on the data displayed.

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What's new in Administration: API keys

Third-party applications called in Self Help projects can now use the Self Help API by authenticating with a key. This reinforces access security and ensures secure exchanges with the server.

To create verified and secure access for the environment, server administrators can use a new menu called Authentication. This is used to manage API keys and create the required client certificates.

Manage API keys

You can manage API keys by selecting Administration > Authentication > API Keys in the new menu. This is used to consult and manage the list of API keys already generated by the server.

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Create a new API key

1. Select Administration > Authentication > API Keys in the menu and click + Create a new API Key. Specify the information for the new key and click Add.

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(1) Name of the new API key
(2) Description of the key
(3) Client certificate

The Generate Certificate button enables you to access the integrated certificate generation tool.

(4) Expiration date of the key
(5) Authorizations granted to the third-party application authenticated using the new key

2. The authentication information of the API key and the secret will be generated.

  • You can copy and download the data for using the API key.
  • The Download clientCertificate.cer button is used to download the client certificate in CER format.

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3. The new API key will appear in the list of keys on the server.

  • You can select to modify, duplicate or delete it.
  • You can click Certificate.cer to download the client certificate.

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Using an API key to integrate a Self Help project within a Service Apps application

In Service Apps, Self Help users will now log in using an API key. This must be specified when the Self Help/Service Bots connector is created.

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domain connector
(1) Address of the Self Help
(2) Agent reference for the Service Bots connector or alias of the Self Help project for a Self Help
(3) Used to enable authentication via the API key
(4) ID of the API key
(5) Secret of the API key
(6) Upload the PEM file containing the API private certificate
(7) All new users created via Service Apps authentication will be added to this user group

Generation of client certificates

You can now generate client certificates in a new menu by selecting Authentication > Cert Tools. The tool will generate an X.509 certificate with its private key. This information can then be used to generate an API key.

Operating principle

1. Select Administration > Authentication > Cert Tools in the menu.

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2. Specify the information for the new certificate and click Generate Certificate.

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(1) Name of the certificate
(2) Cryptographic algorithm that encrypts the certificate
(3) Size of the key (in bytes)

3. The certificate and the private key will be generated.

Note: The client certificates and the associated private keys generated by the tool are not stored once the pane is closed.

  • Click Download apiCertificate.cer to save the CER file corresponding to the client certificate.
  • Click Download apiCertificatekey.pem to save the PEM file corresponding to the private key associated with the certificate.

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What's new in Administration: Beta-codes

EasyVista can now offer the beta testing of some functionalities to certain customers. These can be enabled only through a beta-code provided by EasyVista.

The new menu, Administration > System > Beta_codes enables server administrators to manage these codes.

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Modifications to the menu pane

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(1) The Attributes menu has been renamed Projects.
(2) Service Bots is now a separate menu.

What's new in the Users menu

User import

The functionality for performing a mass import of users on a Self Help server is now accessible to all server and domain administrators.

User list

New information is now displayed:

  • The list of groups to which the user belongs
  • The list of Self Help projects and domains that users in their role as writers are authorized to access
  • The writer rights of the user for each Self Help project

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What's new in the creation of extraction profiles

Options are now managed differently.

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The Search Engine option is selected The Executions and Procedures options will automatically be selected and cannot be unselected. Part 2_html_27a764a6.png
The Executions option is selected The Procedures option will automatically be selected and cannot be unselected. Part 2_html_3d961faa.png
The Search Engine or Executions option is selected Only procedures that have been run at least once will be extracted as well as the associated folders.
The Procedures option is the only one selected All procedures and the associated folders will be extracted.

Desktop Studio

New Import functionalities

To facilitate the start of the writing phase for a new Self Help project or to add new content quickly to an existing project, you can now use two new Import functionalities in the Desktop Studio:

  • Perform a mass import of documents grouped in folders. This enables the automatic creation of procedures using Word documents.
  • Import an Excel file dedicated to an FAQ. This enables the automatic creation of procedures using rows in the Excel file.

Accessing the Import functionality

You can access the Import functionality in edit mode in the Desktop Studio.

  • By selecting File > Import in the menu.
             wiki - evSH Autumn 2020_html_m19b4e81a.png
  • By right-clicking and selecting Import in the Explorer pane.
             wiki - evSH Autumn 2020_html_7da330d8.png

Note: The archive import functionality for importing Self Help projects from AAR archives has now been incorporated into the two new functionalities.

Importing folders

Importing folders enables you to create or complete existing Self Help projects by performing a mass import of the tree structure of folders and subfolders and the documents they contain.

  • Word documents will automatically be converted into procedures. Page breaks in the Word documents will automatically create Page steps.
  • The other files will be imported as resources.

Note: The folder import functionality replaces the Quick Start tool. This functionality has now been incorporated into the Desktop Studio to make it easier to use.
 

Operating principle

1. Prepare the folder you want to import by placing the relevant subfolders and documents in it.

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2. Select File > Import > Folder in the menu.

3. Configure the archive of the project generated from the folder.

         wiki - evSH Autumn 2020_html_330ae21.png

  • Select the folder to be imported.
  • Indicate if you want to keep the new Self Help project on your workstation as an AAR archive.
  • Specify if the folder should be imported as a new Self Help project or if its contents should be added to the current project.
  • Click Generate.

4. Configure the import of the archive.

         wiki - evSH Autumn 2020_html_m54c8d6f4.png

  • Select the status to be applied to all objects in the archive, i.e. procedures and resources.
  • Click Import.

5. The import will be run.

  • The number of folders, procedures and resources imported will appear.
             wiki - evSH Autumn 2020_html_3f17252c.png
  • An archive will be created if you selected the Save Archive option.
  • Imported folders and their contents will appear in the Explorer pane in the Desktop Studio.
             wiki - evSH Autumn 2020_html_m7c96b519.png

6. You can now publish your new Self Help project.

Importing the FAQ from an Excel file

Importing the FAQ enables you to import all or part of a Self Help FAQ project (Frequently Asked Questions) from an XLS file. The hierarchy of the project is simple and comprises procedures, each containing a single Page step.

  • Each row in the Excel file will automatically be converted into a procedure in the Self Help project.
  • You can specify metadata in the Excel file. It will be imported and automatically associated with each procedure.
     

Note:

  • In this first version, you can only import text to procedures.
  • You cannot import translations. Translatable attributes must be imported in the same way for each language defined in the Desktop Studio. You can then modify them if required.

         wiki - evSH Autumn 2020_html_120a79ad.png
 

Contents of the Excel file

The XLS file must be in a workbook containing one or more sheets.

  • Each sheet must contain a specific number of columns whose names are normalized.
  • Cross-reference mapping
step step
Excel element (XLS) Desktop Studio element
Name of the Excel file Name of the level 1 folder (root of the Self Help project)
Name of each sheet Name of the subfolders
Each row in the table One procedure containing one Page
Name column

(mandatory)

Name of the procedure and title of the Page
Content column

(mandatory)

Content of the Page step in the procedure

Note: You can format the text using HTML.

wiki - evSH Autumn 2020_html_120a79ad - html procedure.png

Other columns

(optional)

Properties specific to the procedure

Note: The Keywords, DialogFriendly, AgentFlag and AlternativeIntents properties are used for virtual agent procedures.

Operating principle

1. Prepare the Excel file in compliance with the required structure.

2. Select File > Import > FAQ in the menu.

3. Configure the archive of the project generated from the file.

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  • Select the XLS file to be imported.
  • Indicate if you want to keep the new Self Help project on your workstation as an AAR archive.
  • Specify if the file should be imported as a new Self Help project or if its contents should be added to the current project.
  • Click Generate.

4. Configure the import of the archive.

         wiki - evSH Autumn 2020_html_m15b394ec.png

  • Select the status to be applied to all objects in the archive, i.e. procedures and resources.
  • Click Import.

5. The import will be run.

  • The number of folders, procedures and resources imported will appear.
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  • An archive will be created if you selected the Save Archive option.
  • Imported folders and their contents will appear in the Explorer pane in the Desktop Studio.
             wiki - evSH Autumn 2020_html_437be51e.png

6. Make the required modifications for translatable metadata.

7. You can now publish your new Self Help project.

Resources locked during the publication or export of a Self Help

 project

When you publish or export a Self Help project, this may sometimes fail because resources are being modified by another writer. An error message will appear.

This error message has been made clearer and it now specifies the names of the locked resources and the relevant writers.
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What's new in Service Bots

   Open url.png To find out more, see: Overview of what's new in Service Bots - 20 Autumn Version.

  • A new wizard for creating a virtual agent has been added. This is used to create and configure the contents and visual appearance of the virtual agent in greater detail based on a mission profile.
  • New variables related to the use of the virtual agent are now available in the statistics file generated using an extraction profile. They are added to the Search Engine sheet and are linked to the Search Engine.
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Last modified by Unknown User on 2020/10/20 14:49
Created by Administrator XWiki on 2020/10/20 14:49

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