Service Manager functions can be called from Service Apps apps to update tickets and actions without opening Service Manager.

Example

• In the list of open tickets, display an action button to suspend the selected incident

Operating principle

• A dedicated workflow is imported to Service Manager and associated with an entry in the Service Request Catalog.

• The workflow will be triggered when users click a specific action button in the Service Apps app.
  • The ID of the selected action will be stored by default in the AVAILABLE_FIELD_1 field. Note: You can select another field if required.

• The associated questionnaire will automatically open in the app.

• The ticket and action selected in the app will automatically be updated with the answers submitted by the user.

List of Service Manager functions

• Suspend ticket: Used to change the status of a ticket to On Hold

• Reopen ticket: Used to change the status of a suspended ticket to In Progress

• Update action: Used to update the description of an action

• Transfer an action: Used to transfer an action to a group or Support technician

Procedure: How to implement a Service Manager function in an app

Step 1: In Service Manager, import reports specific to the function

1. Download the dedicated reports to your workstation and extract them.

     See the list of files to download for each function

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

3. Create an entry in the Service Request Catalog by selecting Operation > Catalogs > Service Request Catalog in the menu.

• Specify a name for the new entry.

  example  Reopen ticket

• Specify the workflow you imported earlier in the Workflow field.
   

Step 2: In Service Apps, add an action button

     See the advanced tag editor

1. Open the relevant app using the graphic editor in Service Apps.

2. Go to the widget where you want to insert the action button.

3. Open the text editor by clicking  next to the ...Cell Format property in the Tile, Line or Form section for Data Viewer widgets, or next to the HTML Code property in the Content section for HTML Script or Secured HTML widgets.

4. Insert the action button.

• Place the cursor where you want to insert the button.

• Display advanced tags by clicking  in the toolbar. Next, select the EasyVista > New Request category.
  Note: The category will only appear if the widget points to a data source.

5. Specify the information on the action button in the Properties tab.

• Enter the button name in the Button Label field.

  example  Reopen ticket

• In the Service field, select the Service Request Catalog entry you created earlier in Service Manager.

• Click + Add Parameter.

• Specify the field where the action ID is stored in the Destination field (SD_REQUEST) field. Note: You must specify the field you selected earlier in step 1, i.e. AVAILABLE_FIELD_1 by default.

• Specify the Field value in the Parameter type field. This indicates that the ID is a field in the data source to which the widget is pointing.

• Select the PK value in the Column field. This is the primary key of the source table.

• Click + Add.
  The new parameter will appear at the bottom of the screen.
           

• Click .
  The command button will be added to the text editor.

6. Close the advanced tag editor followed by the text editor.

You will return to the graphic editor.

7. Click  to switch to execute mode to check that the button is working correctly.

List of files to download for each Service Manager function

Reopen a suspended ticket

        Batch of reports

Suspend a ticket

        Batch of reports

Update an action

        Batch of reports

Notes

• The question present in the questionnaire is an SQL question.
• It is used to load any existing description to the action. The technician can overwrite or modify it.

Transfer an action

        Batch of reports

Notes

• The questionnaire is a multi-section questionnaire.
• The first question is used to select a Support group.
• The second question is used to select a technician belonging to this group.