Self Help - The evSH Skin


Note: 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 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.

  • It is automatically shipped with the setup of the Self Help application.
  • Depending on the configuration of the procedure, the page may contain a toolbar. Open url.png See the description.
  • Contextualization rules are used to filter the content of portal procedures based on the groups to which the user belongs. Open url.png See the example.

Notes

  • The evSH skin is based on CSS stylesheets and HTML files managed by EasyVista.
  • It is available in three languages, i.e. en_US, fr_FR and es_ES.
    • To add another language, please contact your EasyVista consultant.
  • By default, users belonging to a group are authorized to access all Self Help projects on the customer portal designed 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. Only the knowledge manager and the 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 desired should be made by your EasyVista consultant based on your requirements.

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 can 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.

Applying 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

    Open url.png See Description of the toolbar.

Display the Pause icon

Note: 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 instruction ?allowpause=true at the end of the URL.

example

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

Disable customizable icons via the evSH skin

Note: To disable the History Procedure page - Toolbar - History icon.png, Share Procedure page - Toolbar - Share icon.png icons, the CSS stylesheets for the evSH skin must be modified. Please contact your EasyVista consultant to perform 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 customizable icons based on groups

The Overview  Procedure page - Toolbar - Overview icon.png, Report Procedure page - Toolbar - Report icon.png, Comment Procedure page - Toolbar - Comment icon.png icons may be enabled / disabled independently from each other.

1. Open the 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 box.

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

    Best Practice icon.png  Check 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 modifications 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.

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.

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

FilterProceduresViaGroups

    Open url.png See the example.

Step 1: Add a specific item of metadata to the Self Help project associated with the customer portal.

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

2. Select the Properties view.
 The Self Help project properties will appear.

3. Select the Metadata Definition tab.

4. Click Add metadata icon.png in the toolbar to create the new item of metadata.

5. Complete the information for the new item of metadata, authorizedGroups.
         Add authorizedGroups metadata - To project.png

Step 2: Add the authorized user groups to each procedure.

1. Click Tree expand icon.png to expand the tree structure of the Self Help project.

2. Select the procedure to be filtered by group in the Explorer pane.

3. Select the Properties view.
The properties of the procedure will appear. The new item of metadata, authorizedGroups, will appear at the bottom of the list.

4. Specify the groups authorized to access the procedure in the authorizedGroups property.
Note

  • Separate each group using the comma, semicolon, vertical bar or slash , ; | /.
  • You can use the attribute management function.

         Add authorizedGroups metadata - To procedure.png

5. Repeat these actions for each procedure to be filtered by group.

Step 3: Check that information is correctly filtered by group.

    Open url.png See the example: Filter procedures on the customer portal

1. Go to the customer portal.

2. Select one of the groups you are authorized to access.
         Authorized groups list.png

3. Check that only the procedures associated with this group are available.

EndFilterProceduresViaGroups

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Last modified by Unknown User on 2020/03/24 12:33
Created by Administrator XWiki on 2020/03/24 12:29

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