Deep links are links that send users directly to a page or resource of a third-party website or app, other than the current website or app.

Based on this principle, interactions can be created between Service Manager and third-party collaboration tools such as Goverlan, Teams or Slack, from Service Manager forms.

• Dedicated icons for calling the deep linking interactions will appear next to the relevant fields.
• You can click the icon to run the third-party collaboration tool that was configured, e.g. chat, voice call or video call.
• You can create multiple deep linking interactions for a given field so that users can run different tools.

  example  In the User field, start a Teams call or a chat

Examples

• Initiate a Teams conversation with the recipient directly from an Incident form
          

• Start a Goverlan remote control session for an item of equipment directly from an Incident form or Equipment form
• Interact with the Goverlan Service Manager ticketing system directly from an Incident form

Notes

• Dedicated icons for calling the deep linking interactions will appear on hover over the relevant fields.
• Icons are available in all forms with visible fields that have been configured with deep linking interactions.

  example  Configuration of a Teams call for a User field ==> The dedicated icon will appear in all forms that display this field, e.g. Employee, Incident, Request, etc.

• You can configure a deep linking interaction locally in a form using edit mode. If you do this configuration locally, the dedicated icons will only appear in this form.  See the procedure

Screens description

Actions - Deep Linking

This screen is used to define the list of actions that can be performed by the third-party collaboration tools used in Service Manager.

Menu access: Administration > Deep Linking Tools > Actions - Deep Linking

Software - Deep Linking

This screen is used to define the list of collaboration tools used in Service Manager.

Menu access: Administration > Deep Linking Tools > Software - Deep Linking

Title: Name of the third-party collaboration tool.

Icon: Icon representing the third-party collaboration tool.

• This icon will automatically appear in the Collaboration Tools screen.
• Click Change to download an image from the library.

Settings - Deep Linking

This screen is used to create deep linking interactions by associating an action with a third-party collaboration tool.

Menu access: Administration > Deep Linking Tools > Settings - Deep Linking

Title: Description of the deep linking interaction that will appear on hover over the dedicated icon.

Icon: Dedicated icon that will appear on hover over the field.

Software: Name of the third-party collaboration tool for the deep linking interaction selected in the form.

Action: Name of the action that will be performed by the third-party collaboration tool when the deep linking interaction is selected in the form.

Automatic display of the Deep Linking icon: This indicates whether the deep linking interaction will be visible in all forms containing this field (box is checked) or if the interaction will be visible only in this form (box is not checked). If it is visible only in this form, you should configure the interaction locally using edit mode.  See the procedure.

URI: URL that will run when the deep linking interaction is selected in the form.

• The URL can include parameters in the following format, @@tag@@.
• Caution: If you modify the URL, tags will be reinitialized.

Default table: Service Manager table where the field belongs.

Default Field: Field where the dedicated icon for calling the deep linking interaction must be placed.

Tags: Parameter values passed in the URL.

Collaboration Tools

This screen displays a list of the third-party collaboration tools using deep links.

• The standard interactions integrated in Service Manager Deep Linking are preconfigured for each tool.

Menu access: Administration > Deep Linking Tools > Collaboration Tools

Software: Name of the third-party collaboration tool.

• The icon displayed is the one selected for the tool in the Software - Deep Linking screen.

Deep Linking: Action performed by the deep linking interaction.

• The interactions available are those defined in the Settings - Deep Linking screen in the Title field.

Procedures

How to create deep linking interactions

Step 1: Define the collaboration tools used in Service Manager

1. Select Administration > Deep Linking Tools > Software - Deep Linking in the menu.

2. Click + New.

3. Specify the information on the new third-party collaboration tool.

4. Click Save.
 

Step 2: Define the actions that can be performed by the collaboration tools

1. Select Administration > Deep Linking Tools > Actions - Deep Linking in the menu.

2. Click + New.

3. Enter the description of the new action.

4. Click Save.
 

Step 3: Create deep linking interactions between Service Manager and the collaboration tools 

1. Select Administration > Deep Linking Tools > Settings - Deep Linking in the menu.

2. Click + New.

3. Specify the information on the new interaction.

• Enter the description of the interaction.
• Click Change icon to select the dedicated icon for calling the deep linking interaction.
• Select the third-party collaboration tool in the Software field.
• Select the action to be performed in the Action field.

4. Indicate whether the interaction should be available in all forms using the Automatic display of the Deep Linking icon option.

• Check this box to make the interaction available in all forms.
• Leave this box unchecked to make the interaction available only in certain forms. If this is the case, see How to create a deep linking interaction locally in a form.

5. Specify the URL that will run when the deep linking interaction is selected in the form.

6. Indicate the name of the field where the dedicated icon for calling the deep linking interaction must be placed.

7. Click Save.
 

Step 4: Check that the deep linking interactions work correctly

1. Open a form that displays the field configured with the deep linking interaction.

2. Click the dedicated icon to run the third-party collaboration tool.

3. Check that the configuration is correct.
        

How to create a deep linking interaction locally in a form

Step 1: Configure a deep linking interaction locally

1. Select Administration > Deep Linking Tools > Settings - Deep Linking in the menu.

2. Select the deep linking interaction that will run locally.

3. Uncheck the Automatic display of the Deep Linking icon option.

4. Click Save.

Step 2: Configure the deep linking interaction for the form

1. Open the form where you want to define a deep linking interaction locally.

2. Click  in the top banner and select Edit Form.

The main form presentation of the form will appear.
        

3. Click  next to the field where the dedicated icon for calling the deep linking interaction must be placed.

The Properties Inspector will appear.

4. Click  +  in the Deep Linking section.

The Deep Linking Properties Inspector will appear.

5. Specify the information on the deep linking interaction.

FieldsDeepLinking

6. Click Apply Changes.

7. Close the Properties Inspector and then close the form editor.

You will return to the form interface.
 

Step 3: Check that the deep linking interaction works correctly

1. Hover over the field you just configured and click the dedicated icon to run the third-party collaboration tool.

2. Check that the configuration is correct.