ITSM Template
From : Service Apps versions Autumn 2020 and later
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Update Latest major version: Autumn 2020 Find out more
- All dashboards are now merged within the same app.
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- Multiple languages supported.
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- Integrated Page Display pack containing the Embedded Page and Sidebar widgets, as well as the Header Page, Footer Page and Background Page functionalities.
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- Integrated Responsive Web Design.
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- CSS variables integrated with the addition of the __Root widget.
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Fix Autumn 2020 - Build 2020.2.124.2
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- Replaced Secured Html widgets with Menu widgets.
This template belongs to the Dashboard category in Service Apps templates. This enables you to install a group of dashboards displaying indicators and reports related to ITSM processes, e.g. incidents, requests, problems, etc.
It is shipped in a unique version that is:
- Responsive: Automatic scaling of the app based on the device used, e.g. workstation, smartphone, tablet, etc.
- Multilingual: The six main languages managed by Service Manager are supported in the standard version.
The homepage.
Consult your activity.
Display the change dashboard.
Display on your mobile the most consulted knowledge list.
Caution
- The installation of the template requires importing reports in Service Manager. This action overwrites the parent queries. To keep your existing parent queries, some views, tables, and fields must be added to the database Service Manager.
See Importing reports step of the procedure.
- Perform these operations only during the first installation of the template; you can then download new versions without having to repeat them.
List of functionalities
| Functionalities | Notes | |
|---|---|---|
Global
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Technician (My Work)
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Incidents
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Service requests
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Problems
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Change
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CMDB
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Knowledge Base
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Procedure: How to create an app using this template
This procedure applies from the version Autumn 2020.
See the procedure for versions Oxygen and earlier
Prerequisites: The E_V_PRIORITY view must exist in your Service Manager database.
If the E_V_PRIORITY view does not exist, you must have to create it by running the queries below after replacing [EVO_DATAXXXXX] with the name of your database and [XXXXX] with the account.
go
SET ansi_nulls ON
go
SET quoted_identifier ON
go
CREATE VIEW [XXXXX].[E_V_PRIORITY]
AS
SELECT sr.request_id,
vp.priority_value,
sr.rfc_number
FROM sd_request sr
INNER JOIN v_priority vp
ON vp.urgency_id = sr.urgency_id
AND vp.impact_id = sr.impact_id
go
ProcedureStep1_CreatingApp
Step 1: Creating the app in Service Apps
1. Click 
Create App in the App Gallery toolbar.
The template library will appear.
2. Select the template you want.
- A new app will automatically be created using the template.
- It will appear in the Design pane.
Step 2.a: Importing the template theme to Service Apps.
1. Download the file below to your workstation.
ProcedureStep2_ImportingAppTheme
2. Import the file to Service Apps by clicking 
Import in the App Gallery toolbar.
3. Check that the theme is a public theme in the Service Apps theme editor:
- Click
Theme Design in the App Gallery toolbar. - Click
to select the theme. - Click
to display the general properties. - In the Published property, select Published
. - Click OK.
4. (Optional) Modify the theme in line with the style guide of your company.
5. Click 
to save the theme.
Step 2.b: Importing and enabling indicators in Service Manager.
1. Download the file below to your workstation.
- Number of FCR
- Number of incidents/requests closed this month
- FCR %
2. Import the downloaded file to Service Manager by selecting Administration > Import/Export > Import in the menu.
3. Enable the indicators below.
- Number of FCR
- Number of incidents/requests closed this month
- % of Late Incidents
- FCR %
To do this:
- Select Administration > Trends > Trends in the menu.
- Select the indicators you want.
- Run the Enable wizard.
4. (Optional) If the Percentage of FCR indicator is already enabled, you should disable it and enable it again.
Step 2.c: Importing reports to Service Manager.
1. Download one of the batch files below to your computer, whether or not you wish to keep your parent queries - see Important note Importing Reports
| Keeping parent queries
Only if you have not yet performed these actions |
Overwriting parents queries
or Actions for keeping parent queries already created |
|
|---|---|---|
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In these 2 specific cases, the following reports are downloaded:
- List of incidents and service requests
- List of incidents, service requests, change requests, problems
- Knowledge base
- List of actions
- List of configuration items (CIs)
- List of change requests
- List of service requests
- List of incidents
- List of problems
2. Import the downloaded files to Service Manager by selecting Administration > Import/Export > Import from the menu.
ProcedureStep3_FinalizingApp
Step 3: Finalizing the creation of the new app
1. Click to display the general properties of the app.
- You can rename the app.
- You can select the image associated with the app from the App Gallery in the Apps Icon tab.
- You can select the icon to be displayed in the tab bar of the Web browser or as a shortcut on the Desktop in the Favicon tab.
- You can modify the default theme.
2. Click 
to make the required translations in the Objects pane. See the multilingual management of the apps.
3. Distribute the new app to users.
- Assign access rights to the relevant users or teams.
- Create the shortcut pointing to your app.
- Click
to send the shortcut to users.
List of files to download
- (Oxygen Dashboard)
- Batch of reports: