Mobile Tech Support Template

Last modified on 2023/07/26 14:06

Contents

List of functionalities
Procedure: How to create an app using this template
List of files to download

From : Service Apps version 2023.1 - Build 2022.1.133.0.01 and later

Open url.png See versions Oxygen and earlier Note: These versions are no longer maintained.

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Update Latest major version: Autumn 2020 Find out more

New name (previously known as Mobile Support Tech Template).

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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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Integrated Google Maps widget

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Fix Autumn 2020 - Build 2020.2.124.2

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Integrated Google Maps widget.

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Replaced Secured Html widgets with Menu widgets.

This template belongs to the Micro Apps category in Service Apps templates. This enables the Support team to:

Monitor incidents/service requests assigned specifically to them or to one of their groups.
Create actions and order equipment for users.
View the Employee Directory, the Knowledge Base and the list of equipment.

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.

Quickly perform actions to resolve a ticket.

Consult the form of an employee.

Place an order of an equipment.

Consult the knowledge base.

Consult the employee directory on your mobile.

Display on your mobile the list of equipments.

List of functionalities

Functionalities		Notes
Home page List of actions to be processed. List of group actions (read-only). Button for closing an action. View action details. Menu for browsing through the portal.
Action Details Details of the action. View of the history and the attachments. Buttons for: Updating the description. Adding an attachment. Transfering the action. Closing the action. Suspending or reopening a ticket.
Employee Directory List of corporate employees, with multi-criteria search. View equipment, incidents and service requests associated with a given employee. Action buttons for creating tickets directly associated with an employee.
Knowledge Base List of knowledge articles, with multi-criteria search. View knowledge article details, with a Discussion pane for obtaining additional information. Score awarded to knowledge articles.		The search is run both in Self Help and in the Service Manager Knowledge Base.
Equipment List of equipment, with multi-criteria search. View equipment details. List of incidents linked to an item of equipment. Action buttons for creating incidents directly associated with an item of equipment.
Order Asset This displays the Service Request Catalog for equipment that can be ordered. Actions for placing an order for equipment.

Procedure: How to create an app using this template

This procedure applies from the version 2023.1 - Build 2022.1.133.0.01

Open url.png See the procedure for versions Oxygen and earlier.

ProcedureStep1_CreatingApp

Step 1: Creating the app in Service Apps

1. Click Apps - Gallery - Create Shortcut icon.png 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: Importing files

Step 2.a: Importing the template theme to Service Apps.

1. Download the file below to your workstation.

Theme

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

Step 2.b: Importing reports to Service Manager

1. Download the files below to your computer.

NoteParentQueriesIncludedInReports

From version 2023.1 - Build 2022.1.133.0.01, parent queries are exported with reports. They are specific to Service Apps apps and contain the prefix, APPS_. As such, any modifications made to standard parent queries will not be overwritten when you import reports.

Batch of reports

REPORT_APPS - Actions
REPORT_APPS - Assets & Services
REPORT_APPS - Catalogs
REPORT_APPS - Documents
REPORT_APPS - Employees
REPORT_APPS - Knowledge
REPORT_APPS – Tickets

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

ProcedureStep3_FinalizingApp

Step 3: Finalizing the creation of the new app

1. Click Apps - Application properties icon.png 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 Apps - Translation icon.png to make the required translations in the Objects pane. Open url.png 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

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