ITSM Template - Procedures specific to versions Oxygen and earlier

Content
Note: The template installation via this procedure is specific to Service Apps versions Oxygen and earlier.

Open url.png See Installation procedure in last version

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. Open url.png 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.

Procedures

How to install the template

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.

USE [EVO_DATAXXXXX]
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

Step 1: Importing the template theme to Service Apps.

1. Download the file below to your workstation depending on your Service Manager version.

         Download icon.png  Oxygen theme - Oxygen version

         Download icon.png  Oxygen theme - 2016 and earlier versions

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 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.

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

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

Step 2: Importing and enabling indicators in Service Manager.

1. Download the file below to your workstation depending on your Service Manager version.

         Download icon.png Batch of indicators - Oxygen version

         Download icon.png Batch of indicators - 2016 and earlier versions

  • 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 3: 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   - Open url.png 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
  • Download the document below, which indicates the views, tables, and fields to add to the database Service Manager.

    Download icon.png Instructions - Oxygen version

Download icon.png Instructions - 2016 and prior versions

  • Follow the indications for each dashboard that you wish to install.
  • Download the reports once instructions have been carried out for the dashboards set.

    Download icon.png Batch of reports - Oxygen version

Download icon.png Batch of reports - 2016 and prior versions

Download icon.png Batch of reports - 2016 and earlier versions

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.
 

Step 4: Importing the template to Service Apps.

1. Download the file below to your workstation depending on your Service Manager version.

         Download icon.png  Template Desktop and Mobile versions - Oxygen version 

         Download icon.png  Template Desktop and Mobile versions  - 2016 and earlier versions

2. Import the downloaded file 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 5: Creating your Service Apps apps.

Best Practice icon.png You should always work on a duplicate of the template. This enables you to import new improved versions provided by EasyVista without having to replace your apps.

1. Duplicate the template you just imported.

2. Rename the duplicated template.

3. Associate an image with it.

4. Create the shortcut pointing to your app.

5. Repeat this procedure for each new app created using the same template.
  

Step 6 (Optional): Configuring items using the Oxygen theme.

 Open url.png See:

How to configure items using the Oxygen theme

      Open url.png See the list of configurable items.

CommonProcedure

Step 1: Opening the Service Apps app.

1. Open your app in the graphic editor via Apps - Application properties icon.png in the App Gallery.
 

Step 2: Adding Oxygen customizations.

1. Click the widget you want to customize.

2. Select the Content > HTML Code section.

3. Copy-paste the CSS and HTML instructions indicated in the procedures below for each Oxygen theme item.

4. Adapt the code to your environment.

5. Click EVApps - GUI - Save icon.png.

Step 3: Testing the app.

1. Run the app via EVApps - GUI - Execute icon.png.

2. Check that your customization is correctly displayed.


List of items customizable using the Oxygen theme

Dashboard Configurable item Procedure (HTML and CSS codes to add)
Global Left sidebar menu Menu - Desktop; Menu - Mobile
All clickable items Border
My Work Left sidebar menu Menu - Desktop; Menu - Mobile
Detail of my open incidents and service requests Static legend; Standard tile; Timeline tile; Timeline
My tasks
All clickable items Border
Incident Left sidebar menu Menu - Desktop; Menu - Mobile
All clickable items Border
Service request Left sidebar menu Menu - Desktop; Menu - Mobile
All clickable items Border
Problem Left sidebar menu Menu - Desktop; Menu - Mobile
Detail of all open problems Static legend; Standard tile; Timeline tile
All clickable items Border
Change Left sidebar menu Menu - Desktop; Menu - Mobile
My change requests Static legend
Detail of all open change requests Standard tile; Timeline tile; Timeline
All clickable items Border
CMDB Left sidebar menu Menu - Desktop; Menu - Mobile
All clickable items Border
Knowledge Base Left sidebar menu Menu - Desktop; Menu - Mobile
Detail of top rated knowledge articles Standard tile; Timeline tile
All clickable items Border
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