Service Manager - Deep Linking

Last modified on 2022/10/13 13:07

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

In Service Manager, deep links can be created to third-party collaboration tools such as EV Reach, Teams or Slack.

  • Dedicated icons for calling the deep links will appear next to some fields of forms.
  • 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 links for a given field so that users can run different tools.

Examples

  • Initiate a Teams conversation with the recipient directly from an Incident form
            Deep linking - Example call teams.png
  • Start a EV Reach remote control session for an item of equipment directly from an Incident form or Equipment form
  • Interact with the EV Reach Service Manager ticketing system directly from an Incident form
  • Start a Teams call or a chat directly from the User field of a form

Notes

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

    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 link locally in a form using edit mode. If you do this configuration locally, the dedicated icons will only appear in this form. Open url.png 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.

        Deep linking - Actions.png

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.

        Deep linking - Software.png

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 links by associating an action with a third-party collaboration tool.

        Deep linking - Settings.png

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

Title: Description of the deep link 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 link selected in the form.

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

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

URI: URL that will run when the deep link 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 link must be placed.

Tags: Parameter values passed in the URL.

example  The @@E_MAIL@@ tag is used to pass the email address of the user in the parameter

Collaboration Tools

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

  • The standard deep links integrated in Service Manager are preconfigured for each tool.

        Deep linking - Collaboration tools.png

Menu access: Administration > Deep Linking Tools > Collaboration Tools

Software: Name of the third-party collaboration tool.

Deep Linking: Action performed by the deep link.

Procedures

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 links 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 link.

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

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

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

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

7. Click Save.
 

Step 4: Check that the deep links work correctly

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

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

3. Check that the configuration is correct.
        Deep linking - Example remote control.png

How to create a deep link locally in a form

Step 1: Configure a deep link locally

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

2. Select the deep link that will run locally.

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

4. Click Save.

Step 2: Configure the deep link for the form

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

2. Click Tools icon.png in the top banner and select Edit Form.

The main form presentation of the form will appear.
        Deep linking - Create locally interaction.png

3. Click Inspector properties icon.png next to the field where the dedicated icon for calling the deep link 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 link.

FieldsDeepLinking

Software: Name of the third-party collaboration tool that will run when the deep link is selected in the form.

Action Type: Type of action run by the third-party collaboration tool.

Action: Description of the deep link that will appear on hover over the dedicated icon.

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

Title: Multilingual description of the deep link that will appear on hover over the dedicated icon.

URI: Automatically specified URL that will run when the deep link is selected in the form.

List of parameters specific to each URI: Select the value from the contextual drop-down list of the parameter.

example  Parameter @@E_MAIL@@: value AM_ASSET.ASSET_ID

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 link 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.

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