Mobile Tech Support Template

Last modified on 2022/05/28 10:52

Specific to: Service Apps Autumn 2020

Open url.png See versions Oxygen and earlier.

Update wiki button.png Latest major version: Autumn 2020.

  • New name (previously known as Mobile Support Tech Template).
  • Multiple languages supported.
  • Integrated Page Display pack containing the Embedded Page and Sidebar widgets, as well as the Header Page, Footer Page and Background Page functionalities.
  • Integrated Responsive Web Design.
  • CSS variables integrated with the addition of the __Root widget.
  • Integrated Google Maps widget

Fix Autumn 2020 - Build 2020.2.124.2

  • Integrated Google Maps widget.
  • 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:

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.

List of functionalities

Functionalities Notes
Home page
  • Number of actions to be processed, with the list displayed.
  • Suspend / reopen, transfer, close an action directly in the list.
  • View action details.
  • Menu for browsing through the portal.
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.
  • 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

Note: This procedure applies from the version Autumn 2020.

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


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.a: Importing the template theme to Service Apps.

1. Download the file below to your workstation.

          Download icon.png  Template theme (Oxygen)


2. Import the file 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.b: Importing reports to Service Manager

1. Download the files below to your computer.

Note: Parent queries are not exported with the reports. This means that the items you update will not be overwritten when reports are imported.

        Download icon.png  Batch of reports

  • APPS - Details of actions
  • APPS - Documents
  • APPS - Knowledge Base
  • APPS - List of requests
  • APPS - List of incidents
  • APPS - List of equipment 
  • APPS - List of users
  • APPS - My Actions
  • APPS - My Details

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


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 EVApps - GUI - Share icon.png to send the shortcut to users.

List of files to download

Note: Refer to the procedure to install the files.

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