Advanced Service Workplace Template

Last modified on 2023/07/26 14:32
Contents

From : Service Apps versions Oxygen 2.1 and later

This template illustrates numerous Service Store mini-sites corresponding to different types of requests and knowledge bases. It applies traditional knowledge base search and integration functionalities with Self Help procedures.

Advanced service workplace - All devices.png

Home page

The Home page is made up of four zones:

  • A top banner (1) displaying:
    • A logo
    • A global search field
    • A custom menu with the main indicators for the logged-in user, used to access the corresponding list:
      • Open requests
      • Discussions
      • Open incidents
      • Approvals to complete
    • A photo of the logged-in user with a link to view user details and submit a modification request if required Open url.png (see the configuration)
    • A logout button
  • A main menu in the left pane (2) for browsing through pages:
    • Home: Return to the Home page.
    • Get Software: Access the software section of the Service Request Catalog.
    • Get Hardware: Access the hardware section of the catalog. Open url.png See the configuration.
    • Videoconferencing: Access the videoconferencing section of the catalog.
    • Get Cloud Services: Access the cloud section of the catalog.
    • Self Help: Access the knowledge base.
    • Contact IT: Access the page for declaring an incident.
    • Get Something from HR: Access the HR section of the catalog.
    • Get Help from Facilities: Access the general services section of the catalog.
    • Get Help from Legal: Access the legal section of the catalog. Open url.png See the configuration.
  • A central pane (3) displaying:
    • A carousel.
    • Most Popular: Access the most popular entries in the Service Request Catalog. Open url.png See the configuration.
    • News: The most recently published news articles.
    • Most Used Self Service Guides: Access the most popular knowledge articles.
    • Availability of Your Services: A service availability chart using weather icons. Open url.png See the configuration.
    • My Devices: A list of equipment for the logged-in user. Open url.png See the configuration.
  • A footer (4) with different links, including one to the Directory.

        Advanced service workplace - Home page.png

Procedures

How to install and use the template

Step 1: Importing the template theme to Service Apps.

1. Download the file below to your workstation.

   Theme

2. Check that the theme is a public theme in the Service Apps theme editor.

  • Click Apps - Gallery - Theme design icon.png Theme Design in the App Gallery toolbar.
  • Click Apps - Manage themes icon.png to select the theme.
  • Click Apps - Application properties icon.png to display the general properties.
  • In the Published property, select Published Padlock open icon.png.
  • Click OK.

3. (Optional) Modify the theme in line with the style guide of your company.

4. Click EVApps - GUI - Save icon.png to save the theme.
 

Step 2: Importing the template to Service Apps.

1. Download the required version of the files below to your workstation.

   Template Dekstop
   Template Mobile

2. Import the downloaded files to Service Apps by clicking Apps - Gallery - Import icon.png Import in the App Gallery toolbar.

3. Check that the theme is correctly displayed by the template.

  • Click Apps - Gallery - Edit properties icon.png next to the app name in the App Gallery to display the general properties.
  • Select the theme you just imported from the Theme list.
  • Click OK.
     

Step 3: Importing reports to Service Manager.

1. Download the files below to your workstation.

   Batch of reports

  • APPS - New request (Advanced)
  • APPS - New General Services service request
  • APPS - New Software service request
  • APPS - Employee approvals
  • APPS - Employee incidents
  • APPS - Employee requests
  • APPS - My details
  • APPS - My equipment

2. Import the downloaded files to Service Manager by selecting Administration > Import/Export > Import in the menu.
 

Step 4: Importing questionnaire and workflow to Service Manager.

1. Download the files below to your workstation.

   Bring your own device: Enables logged-in users to register their own devices by themselves. These devices will appear in My Devices.

   Edit your profile: Enables logged-in users to update their personal information.

2. Import the downloaded files to Service Manager by selecting Administration > Import/Export > Import in the menu.

3. Create the relevant entries in the catalog to enable the use of the imported workflows.

How to configure the top banner

My Profile

  • The My Details report retrieves and displays all information on the logged-in user.
             ev_profil.png
  • The Edit button redirects users to the associated questionnaire and workflow called Edit Your Profile which retrieves and updates the logged-in user's information in the form.
             ev_edit.png

How to configure the sections in the central pane

Most Popular

You have to configure each catalog entry depending on your context. The New Request button allows you to adapt the questionnaire to be displayed or the software to download.
         ev_most_popular.png

1. Go to the corresponding widget.

2. Click Apps - Edit icon.png to edit the data source.

3. Modify the Search Value property.

example  Onboard a new employee service request

  • Create a data source pointing to the Service Request Catalog accessible by selecting Operation > Catalog > Service Request Catalog in the menu.
  • Search Field = Description
  • Search Value = On-Boarding

Availability of Your Services

You have to configure the service availability chart to display the weather icons.
       ev_availability.png

Step 1: Creating a field in the AM_ASSET table.

1. Add the E_HEALTH field in the AM_ASSET table, using the query below.

ALTER TABLE am_asset
 ADD e_health NVARCHAR(255)NULL;

Step 2: Settings in Service Manager.

1. Go to Service Manager > Extended CMDB > Service Portfolio > Service Catalog menu.

2. Swith in Edition mode via Tools icon.png > Edit icon.png Edit (DIALOGCMDB_SERVICECATALOG form).

3. Add the new E_HEALTH field in the view.

example  Create a country filter where each service is a country. The E_HEALTH field contains integers without decimals.

ev_exemple.png

4. Add an image to the Service Manager resource folder for each type of weather icon, e.g. sunny, cloudy, rainy.

example  SH_3.png: Level 3 weather (rainy)

Step 3: Settings in Service Apps.

1. Go to the corresponding widget and click Apps - Edit icon.png to edit the data source.

example  Filter data by country

2. Add the link to the Service Manager folder where the image is stored.

example  <img src="https://xxx.easyvista.com/resources/compte/pictures/SH_#[FIELD('AM_ASSET.E_HEALTH')]#.png">

My Devices

You have to configure the display of the list of equipment for the user.

Step 1: Creating a new status in the reference table.

1. Go to the Asset Management > References > Statuses menu.

2. Create the BYOD status using the query below.

UPDATE sd_status
SET    status_guid = 'B4B93C3B-233B-42C7-B633-333F6629EAD9'
WHERE  status_fr = 'BYOD'

Step 2: Creating a new entry in the equipment catalog.

1. Go to the Operation > Catalogs > Equipment Catalog menu.

2. Create the catalog entry corresponding to the new equipment.

example  BYOD Enrollment

 

Step 3: Importing the workflow and the related questionnaire.

1. Import the workflow.

2. Import the related questionnaire called Bring Your Own Device.

3. Associate the questionnaire with the previously created category.

Notes:

  • The APPS-My Devices report contains three filters:
    • My Company Devices: List of company equipment (based on the BYOD status).
    • My Personal Devices: List of employee equipment (based on the BYOD status).
    • My Devices (top 4): List displayed in the Home page (last four employee equipment).
  • The Declare New Device button redirects users to the associated questionnaire and workflow called Bring Your Own Device.
           ev_new_device.png

How to configure the navigation menu

Get Hardware

   

  • Below is a description of how to configure the Get Hardware menu option in a drill-down view. You should adapt this example to your Service Manager catalog.
  • The data sources in these pages are based on the APPS - New request (Advanced) report.

          ev_menu_1.png

Step 1: Creating a field in the SD_CATALOG table.

1. Add the E_PARENT_CODE field in the SD_CATALOG table using the query below.

ALTER TABLE sd_catalog
 ADD e_parent_code NVARCHAR(30) NULL;

Step 2: Settings in Service Manager.

1. Go to the Operation > Catalogs > Service Request Catalog menu.

2. Switch to the Edit mode via Tools icon.png > Edit icon.png Edit (DIALOGHD_REQUESTFULLFILMENTCATALOG form).

3. Add the new E_PARENT_CODE field in the view.

Step 3: Settings of the Hardware folder levels.

Level 1: Hardware

1. Edit the level.

2. Add the Hw code (SD_CATALOG.CODE).

Best Practice icon.png  The APPS - New Service Request (Advanced) report will contain the Hardware filter. This filter retrieves Hardware level 2 whose parent code is Hw. If you want to use a parent code other than Hw, you can modify it in the report.

Level 2: Hardware > Accessories

1. Edit the level.

2. Add the HwAc code;

3. Add the Hw parent code (SD_CATALOG.E_PARENT_CODE).

          ev_code.png

4. (Optional) Add text to help users select the next sublevel.

  • Add a E_QUESTION_$Ing new field in the SD_CATALOG table using the query below.
ALTER TABLE sd_catalog
 ADD e_question_$lng NVARCHAR(255) NULL;
  • Go to the Operation > Catalogs > Service Request Catalog menu.
  • Switch to the Edit mode via Tools icon.png > Edit icon.png Edit (DIALOGHD_REQUESTFULLFILMENTCATALOG form).
  • Add the previously created field.
  • Enter the field to display the question.
             ev_q1.png
             ev_q1_detail.png
     

Level 3: Hardware > Accessories > Office 365 Accessories

1. Edit the level.

2. Add the HwAcOa code.

3. Add the HwAc parent code.

4. Add text to help users select the next sublevel.

          ev_q2.png
         ev_q2_detail.png
 

Level 4: Hardware > Accessories > Office 365 Accessories > LifeChat LX-3000

1. Edit the level.

2. Add the HwAcOa parent code.

3. Repeat the same operations for the other Hardware sublevels.

     Summary of how the parent code <-> child code works

Catalog Code Parent Code
Hardware Hw
Hardware > Accessories HwAc Hw
Hardware > Accessories > Office 365 Accessories HwAcOa HwAc
Hardware > Accessories > Office 365 Accessories > LifeChat LX-3000 HwAcOa

Step 4: Settings in Service Apps.

1. Open the 02.0 Hardware page.

The page contains three Data Viewer widgets. Each of them corresponds to the three Hardware sublevels.

2. Run the app.

3. Check that the three sublevels previously created are correctly displayed.

   If nothing is displayed, check the data source of each Data Viewer widget. Each sublevel has a master-detail relationship and must be linked to its parent level.

          ev_master_detail.png

Get Help From Legal / Contact IT

        ev_menu_2.png

1. Go to the corresponding widget.

2. Select the form corresponding to your requirement for each button.

          ev_menu_properties.png

List of files to download

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