Self Service Portal Template

Last modified on 2023/11/29 16:22

Service Apps : 2023.1 - Build 2022.1.133.0.01+

 Open url.png See versions Oxygen and earlier Note: These versions are no longer maintained.

NoteForSelfHelpConnectorsRequired

   To enjoy all of the functionalities of the portal, access to Self Help and Service Bots is required via connectors. To find out more, please contact your EasyVista contact.

CollapseUpdateVersion

Update   Latest major version: Autumn 2020   

NewFeatures_MajorVersion_Autumn2020_Add1
  • Multiple languages supported.
NewFeatures_MajorVersion_Autumn2020_Add2
  • Integrated Page Display pack containing the Embedded Page and Sidebar widgets, as well as the Header Page, Footer Page and Background Page functionalities.
Version 2023.1 - Build 2022.1.133.0.01
  • Integrated satisfaction surveys within the portal in order to quantify quality and user experience and to analyze data using the dedicated Power BI report, XLA Management.
NewFeatures_MajorVersion_Autumn2020_FixFebruary2021_Title

Fix Autumn 2020 - Build 2020.2.124.2

NewFeatures_MajorVersion_Autumn2020_FixFebruary2021_Add4
  • Replaced Secured Html widgets with Menu widgets.

This template belongs to the Portal category in Service Apps templates. This enables users to find answers to their questions or solutions to their problems using the Self Help portal and a virtual agent. Users can also monitor their activity, have discussions with colleagues and read corporate news articles.

Users can also click dedicated action buttons to submit feedback on different portal elements, such as the quality of information communicated (e.g. news), equipment assigned, services, or ticket processing. Their feedback is stored in a report that will serve as a resource for creating metrics to quantify quality and user experience (XLA or Experience Level Agreement). Data will be analyzed using the dedicated Power BI report, XLA Management.

The template is shipped in a single 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.
     

Notes

  • You must create connectors to enjoy all of the portal functionalities. Open url.png See the procedure 
  • For an optimal display of news articles, you must create fields in the Service Manager database. Open url.png See the procedure
  • To perform an XLA analysis using app data, you must first implement the action buttons specific to feedback. Open url.png See the procedure

List of functionalities

Functionalities Notes
Home page
  • Access to the chatbot
  • Latest corporate news
  • Top five most popular services requested in the user's department
  • Menu for browsing through the portal
  • IT Health status icon.png   Health status, with access to the IT Health Status app
  • Notification icon.png Notifications related to the user's activity, e.g. number of open incidents, service requests and tasks, with access to ticket monitoring
  • Profile icon.png Logged-in users can access their profile and use action buttons to create a ticket for their equipment or service
  • Action button for submitting feedback
  • In the Mobile version, the top five most popular services will not be displayed.
  • To display the health status, the IT Health Status app must first be installed and configured.
  • To perform an XLA analysis using app data, you must first implement the action buttons specific to feedback. Open url.png See the procedure
Service Request Catalog
  • View services that can be ordered from the catalog using multi-criteria search
  • View important information on each service, e.g. details, scheduled delivery date, cost, etc.
  • Action button for creating requests
Incident Catalog
  • View categories in the catalog using multi-criteria search
  • View important information on each category, e.g. details, scheduled delivery date, cost, etc.
  • Action button for creating an incident
Help page
  • Find the solution to a problem via the portal that provides Self Help procedures and the chatbot
  • Action button for creating tickets if no solution was found
Activity monitoring
  • View information on each ticket, task and discussion
  • Actions for following up with the Support team, updating tickets, closing tickets, submitting feedback, approving or rejecting an action
  • Manage file attachments
News
  • View all corporate news articles and run a search using keywords
  • View other news articles associated with the same type
  • Action button for submitting feedback
Corporate directory
  • List of corporate employees, with multi-criteria search
  • Communicate with employees via direct access to email and phone apps
  • View locations using Google Maps
  • The directory will only appear in the Desktop version.
  • To use communication functionalities, you must install a phone app on the relevant workstation.
Global search
  • Simultaneous search in the Corporate Directory, Knowledge Base, Service Request Catalog, Incident Catalog and news
  • View results by category.

Procedures

How to create an app using this template

   This procedure applies from the version 2023.1 - Build 2022.1.133.0.01 and later.

     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: Import reports to Service Manager

1. Download the files below to your workstation.

NoteParentQueriesIncludedInReports

Service Manager : 2023.1+

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 – Employees
  • REPORT_APPS – Knowledge
  • REPORT_APPS - Logged user
  • REPORT_APPS - News & Alerts
  • REPORT_APPS - Questions & Answers
  • REPORT_APPS – Tickets
  • REPORT_APPS - Documents

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

How to set up the feedback functionality

Note:

  • Portal users can submit feedback on different elements using action buttons.
  • Their feedback is stored in a report that will serve as a resource for creating metrics to quantify quality and user experience (XLA or Experience Level Agreement). Data will be analyzed using the dedicated Power BI report, XLA Management.

Step 1: Specify information in Service Manager

1. Download the files below to your workstation.

   Batch of questionnaires

  • [APPS]_FeedbackEquipment
  • [APPS]_FeedbackCommunications
  • [APPS]_FeedbackPortal
  • [APPS]_FeedbackServices
  • [APPS]_FeedbackTickets

   Batch of workflows

  • [APPS]_FeedbackEquipment
  • [APPS]_FeedbackCommunications
  • [APPS]_FeedbackPortal
  • [APPS]_FeedbackServices
  • [APPS]_FeedbackTickets

2. Import the questionnaires and workflows to Service Manager by selecting Administration > Import / Export > Import in the menu.

3. Associate each questionnaire with a workflow.

  • Open the workflow you want.
  • Double-click the Start step in the process graphic editor.
  • Select the imported questionnaire.

        Workflow linked to questionnaire.png

4. Associate the workflow with an entry in the Service Request Catalog or Event Catalog.

  • Select References > Catalogs > Service Request Catalog or References > Catalogs > Event Catalog in the menu.
  • Create a new entry in the catalog for each type of action button.
    • Feedback on equipment
    • Feedback on communications
    • Feedback on the portal
    • Feedback on services
    • Feedback on tickets
  • Select the workflow associated with the questionnaire.
  • Click Save to save the changes made.
           Workflow linked to service catalog.png
     

Step 2: Add action buttons specific to feedback in Service Apps

1. Go to the Service Apps App Gallery.

2. Click Apps - Application properties icon.png in the app toolbar to open the Self Service Portal template in edit mode.

3. Configure the feedback action button.

  • Select the _Menu (E) page from the Apps - Drop-down list Pages.png drop-down list.
    • Select the Button widget containing the feedback action button.
    • Click Apps - Edit Html icon.png in the HTML Code property to open the text editor.
      The text editor will appear.
             Widget Feedback button.png
    • Click the #[TRANSLATION.give_us_your]# instruction in the feedback action button and click Button editor icon.png.
             Widget Feedback button - Instruction configuration.png
      The Button Editor window will display the properties of the feedback action button.
             Widget Feedback button - Detail configuration.png
    • In the Service field, select the entry you created earlier in the Service Request Catalog or Event Catalog.
    • Click OK to save the changes made.
    • Click OK to close the text editor.

The feedback action button will be available in the Self Service Portal app.
       Template with Feedback button implemented.png

4. Repeat the procedure for each feedback action button using the information below.

Page Widget name Catalog entry
2.News > Detail > Detail (E) Rate Feedback on communications
9.Profile > Tab > E/S List E/S (*S) Feedback on equipment
9.Profile > Tab > E/S List Service Feedback on services
4.Ticket > List > Detail (P) Detail (*S/M) Feedback on tickets

5. Check that the feedback functionality works correctly and test the action buttons.

          Widget Feedback button - Result.png
 

Step 3: Perform XLA analysis using app data

HeaderNotes_CautionReportServerRequired

   To use Power BI reports, a Report server must be installed. To find out more, please contact your EasyVista consultant.

1. Go to Service Manager.

2. Configure the dedicated Power BI report, XLA Management.

          Power BI report XLA Management.png

List of files to download

Tags:
Created on 2022/05/28 10:52
Powered by XWiki © EasyVista 2024