Structure of the graphic interface

Description

  (1): Top banner

• The banner appears in all Service Manager app screens.
• It contains a customizable logo, the user information zone, the logout button and the menu bar.
• Depending on the user's access rights, it may also display a dedicated quick call  field.

  (2): Left pane

• The pane appears in all Service Manager app screens.
• It contains a global search field, quick creation buttons and the history. 
• Users can also add their favorites.

  (3): Home page

• You can access the Home page via the Home item in each menu. This is always found at the top of the menu.
• It displays the trends and discussions specific to the menu.

  (4): Notification bar

Essential notions

Fundamentals

Logging in

• You log in to Service Manager via a secure connection. This is performed via the login page.
• The account identifies the Service Manager database, e.g. test case, sandbox or production database.  See Different Service Manager platform accounts.

Notes

• Only a user profile authorized to perform access management can manage the passwords of users.
• Only passwords stored in Service Manager can be modified. Passwords stored in the corporate directory cannot be modified using the procedure below.

Procedures

Access Service Manager

Change your password

Request a new password if the password is forgotten

Manage user passwords

Logging out

• You log out of Service Manager using the  button in the top banner.

Notes

• If the idle time in Service Manager exceeds the specified session timeout, a warning will automatically appear. You can cancel the imminent logout process or you can log out.
        
  • This message is displayed in addition to the Web browser notification.
  • You define the automatic session timeout in {ADMIN} Session timeout (in seconds) in the Other Parameters menu.
  • You define how long the warning message will be displayed in Other Parameters > {ADMIN} Length of time to display timeout notification pop-up (in seconds).
  • The remaining login time is automatically displayed in red when there are 10 seconds left.

Procedures

Log out from Service Manager

Display the Service Manager imminent logout message

Home

   See Interface in versions later than 2016

• The Home page is an item present in each menu.
• It displays different information panes specific to the menu:
  • (1)  Two tabs used to access discussions.
  • (2)  The schedule of the logged-in user.
  • (3)  Trends.
  • (4) News articles.

Notes

• You configure the Home page by user profile. You can select the information panes for each authorized menu.
  • Trends are refreshed in real time using automatically run queries.
  • The news articles displayed depend on the application perimeter and the logged-in user's language.
• It is always defined as the first item in each menu.
           

Procedures

Configure the Home page of each menu

Modules and menus

   See the interface in versions later than 2016: The menu pane 

• Menus define the main Service Manager themes, e.g. Operation, Transition, etc. The elements displayed on the Home page depend on the profile of the logged-in user.
• Modules enable you to install sets of menus depending on the license acquired by the customer.
           example    Operation module ==> Installs the Operation, Administration, and Home menus

Notes

• You configure the menu bar by user profile. You can select the modules, menus and properties of menu items.
• It is always found at the top of the interface screen.
• If the resolution or screen of your device prevents the display of all menus, click  at the end of the menu bar to see the hidden menus. 
• Each menu can be made up of the following:
  • A set of options enabling you to access Service Manager data directly in lists or forms.
  • Submenus that group options by function to restrict the size.

Procedures

Configure the menu bar

Quick creation buttons

   See the interface in versions later than 2016: Quick access commands (slash /)

• Quick creation buttons enable you to add a new Service Manager object such as an employee, incident, or service request by running the dedicated wizard.

Notes

• Quick creation buttons depend on the profile of the logged-in user.
• They can be found in the New section in the left pane.
• You cannot modify their configuration.

Description

Button	Name	Functionality
	Employee	Used to create an employee. See the procedure.
	Equipment	Used to create an item of equipment.
	Contract	Used to create a contract. See the procedure.
	CI	Used to create a configuration item (CI).
	Incident	Used to enter a quick call for an incident. See the procedure.
	Service Request	Used to create a service request in the catalog. See the procedure.
	Change	Used to create a change request in the catalog. See the procedure.
	Project	Used to create a project.

Favorites

   See the interface in versions later than 2016: Quick access commands (slash /)

• Favorites are shortcuts to a menu / filter / view combination in a screen displayed in List mode.
• They are created by each user.

Notes

• Favorites are specific to each user, regardless of the workstation used. They are stored after logout.
• They can be found in the My Favorites section in the left pane.
• The number of favorites displayed by default is defined in Other Parameters > {ADMIN} Number of favorites saved. Caution: The value specified will apply to all users.

Procedures

Create a favorite

Open a favorite

Modify the order of favorites

Delete a favorite

Browsing history

   See Interface in versions later than 2016

• The browsing history stores the last forms viewed by each user, making it easy for the user to access them again in one click. 
• It is automatically constructed as users browse through Service Manager.

Notes

• The history is specific to each user, regardless of the workstation used. It is stored after logout.
• It can be found in the My History section in the left pane.
• The number of favorites stored by default is defined in Other Parameters > {ADMIN} Number of links stored in browsing history. Caution: The value specified will apply to all users.

Procedures

Open a browsing history link

Clear the entire history

Notification bar

   See Interface in versions later than 2016

• The notification bar is made up of the following:
  • (1)  The Quick Dashboard, i.e. notifications on the number of actions or approvals for the user using specific icons.
  • (2)  Notifications on unread discussions.
  • (3)  Notifications on news articles.
  • (4)  Notifications on the chat using specific icons.
• In the Quick Dashboard and discussions:
  • The counter of the icon indicates the number of unprocessed objects.
  • Click each icon counter to display the list of objects concerned.

Notes

• The notification bar is found at the bottom of the interface window.
• The down arrow  found in the right corner of the bar is used to show or hide it.
• The counters will automatically be updated when one of the corresponding objects is processed.
• The Quick Dashboard:
  • It is displayed based on the user profile.  See the procedure.
  • It is available in the Back Office and Front Office with contextually specific icons.
  • In the Back Office, when users are authorized to access both the Operation and Transition menus, the sum of all actions and approvals will be totaled in the counters.
• Discussions: The counter will be displayed only if the user belongs to a group that has access to discussions.  See the procedure.
• News articles:
  • They can be public news articles, made available to users in the Self Service portal, or accessible only to the Technical Support team. 
  • You can also see them on the Home page of certain menus.
• The chat functionality is available only in SaaS version.

Description

Quick Dashboard in the Back Office
Icon	Counter
	Number of To Do actions and/or approvals assigned specifically to the logged-in user (actions whose actual start and end dates are not specified)
	Number of Late actions assigned specifically to the logged-in user (actions whose OLA target date is exceeded)
	Number of To Do actions assigned to the user's groups (actions whose actual start and end dates are not specified)
Quick Dashboard in the Front Office
Icon	Counter
	Number of To Do approvals assigned specifically to the logged-in user
	Number of incidents created by the logged-in user
	Number of change requests created by the logged-in user
	Number of service requests created by the logged-in user

Procedures

Display the Quick Dashboard in the notification bar

(Back Office) Use the Quick Dashboard

(Back Office) Assign an action to yourself

Web browser notifications

• Certain Service Manager events can be reported using Web browser notifications.
  • Imminent logout
  • New action or New late action for the connected user
  • New action for one of the user's groups to which the connected user belongs
  • New news article
  • New elements in a discussion
• These notifications are displayed at the bottom right of the interface window.

Notes

• The notifications are displayed only if the logged-in user authorized their display.
• Browsers supported by Service Manager for the display of notifications:
  • Chrome, Firefox, Edge, Safari
  • In Windows 10 and OSX, the message is also added to the OS notification system.

Procedures

Display Service Manager notifications in the Web browser

Configure notifications

User information zone

   See Interface in versions later than 2016

• The User information zone contains the logged-in user's information.
• You can display it by rolling your mouse over the Name zone .
  • Reduced mode: The current domain, the name and the photo of the logged-in user.
  • Expanded mode: Possibility for the user to change its personal information via an options list.
  • Domain list: Selection of another domain among those the user is authorized to access.

Notes

• The User information zone is found at the top right of the interface window, to the left of the logout icon .
           

• The chat is available only in SaaS version. The options are displayed only when the user belongs to a group with access to the chat.

Description

Option	Description
Information about the current session	Service Manager version; Local date/time
My Details	User form opening: Possibility to change the personal information, the photo, the interface language
Change my Password	Service Manager password changing
Change my Password (Chat)	Changing the chat password
My Private Contact List	Access to the user's list of manually added contacts
Web browser notification bar	Notification checked: displayed. Notification not checked: hidden

List mode

   See Interface in versions later than 2016

This mode displays the list of records retrieved by a filter or view in a grid or in a chart.

  example    Standard display: Grid
         

  example    Chart: Pie Chart
         

Notes

• The different charts are available only for views with grouping levels.  See the description.
• When the List view is selected or when you drill down to the last grouping level, the lowest level of data will be displayed. As such, only the standard display, i.e. the grid, is available.

Description

Form mode

   See Interface in versions later than 2016

• Forms are objects used to access the details of Service Manager records.
• Information is displayed in fields and tabs.  See the description.
  • You can perform actions on data using wizards.
  • Certain fields have contextual options.  See the description.
             example   Access the form of a related record, geolocation service, send an email to a recipient

Notes

• Customers can configure forms according to their requirements in the form Editor.  See the procedure.

Description

Contextual field options

Icon	Access	Function	Description
	On hover Notes: Only for List fields. Icons are always display on a tablet.	Select a value	The list of possible values will appear in a popup window.
	On hover Notes : Only for Tree fields. The icons are always displayed on tablets.	Select a value	The list of possible values will appear in a popup window.
	behind the field	Display in Popup	Used to display the record in a popup window.
	behind the field	Edit Form	Used to open the form of the related record.
	behind the field Note: Only for User fields	Send Email	Used to open the messaging system. The Recipient field is preloaded with the user's email address.
	behind the field Note : Only for a Location field	Show on the Map	Used to access Google Maps and indicate the location of the address on the map.
	behind the field	Display Related Information	Used to display additional information related to a field such as a workflow, network ID, etc.
	behind the field Note: Only for Category fields.	View UNSPC Information	Used to display additional information related to a product or service via the website, http://www.unspsc.org/.
	behind the field Note: Only for Service fields	Display CMDB Graph	Used to display the CMDB graph.

Procedures

Open a form

Update tabs

Modify the form presentation

Tools

   See Interface in versions later than 2016

• Tools are used to access different functionalities specific to the screen, e.g. edit parent queries, print lists, export data (encrypted or non-encrypted), access contextual help pages in the wiki, open the form Editor, etc. 

• Click  found in the top banner of each screen to access the tools.

List mode
Form mode

Notes

• Tools are displayed only for users with the appropriate access rights.
• The active option is highlighted in blue.
           

Wizards

   See Interface in versions later than 2016

• Wizards, which are specific to the selected screen, enable you to perform complex operations easily.
           example    Delivery reception or link an incident to a problem

• You can select them from a list found in the top banner in each screen.

List mode
Form mode

Notes

• Wizards are displayed only for users with the appropriate access rights.
• The active wizard is highlighted in blue.
           
• The five most commonly used wizards appear at the top of the list.
• Once you enter the first three characters, predictive entry will display the list of wizards corresponding to your search.
           

Procedures

Run a wizard

Quick call

• The Quick Call is the quick input screen that enables you to enter data quickly for a ticket, e.g. a new incident, service request or change request.
• You can create a quick call in two different ways:
  • In the specific field  to the right of the menu bar. The incident/request can be preloaded by entering the first characters of the requestor/recipient then by clicking Log a New Call.
             
             
  • By running a quick global search and by clicking  in the list of users returned.
             
• When there are open tickets for the user, the list will be displayed. You can resume a ticket processing by clicking on one of them.

• Once you open the quick call, its progress bar  and the counter indicating the elapsed time will be initialized at the top of the screen.

Notes

• You can create a quick call only if you have the appropriate access rights to either the Operation menu for an incident or service request, or to the Transition menu for a change request. 
• To create a quick call for an incident:
  • In the Back Office, you can do this using the Incident quick creation button .
  • In the Front Office Self Service portal, users access a simple data entry screen.
• You can hide the  field in Other Parameters > {SM} Hide Back Office Quick Call field.

Procedures

Create a quick call

News articles

• News articles are messages published for Front Office users, e.g. public news articles, as well as for Back Office users.
• They can be displayed:
  • (1) On the Home page of menus.
  • (2) In the notification bar.

Notes

• News articles are displayed depending on the configuration defined for the menu in the user profile.

Procedures

Disable the display of a news article on the Home page of a menu

Discussions

• Discussions are collaborative spaces where information is shared among Back Office users. 
• They can be about:
  • A Service Manager object, represented by an icon.
             example     Problem
  • A topic unrelated to Service Manager. They can be organized into three categories: event, question and information. Each is indicated by a specific icon.
             example     What is your preferred remote access tool?

Notes

• Only group members with access to discussions can take part in these discussions.
• A discussion may be public or restricted to certain groups or users from a domain.

• Posts related to a Service Manager object:
  • Users can access all discussions on objects associated with their location or entity based on the visibility of the discussion.
  • You can access discussions in the form of the object in the dedicated Discussion tab.
  • They are not available in User forms.
  • The counter displayed next to the tab name indicates the number of unread discussions.

• Posts unrelated to Service Manager:
  • Users can access all discussions created by other users in the same location or entity based on the visibility of the discussion.
  • You can access them by clicking  in the notification bar.
  • The counter of the icon indicates the number of unread discussions.

Procedures

Create a discussion

Take part in and follow a discussion

Search a discussion

Functionality

Searching for records

   See Interface in versions later than 2016

• Service Manager provides many ways in which you can search for information, e.g. search field, search within a grid's column headers, full text search, or predictive entry where the list of values is displayed progressively as you enter the characters searched for.
• Click o next to a result to see the form of the record.

Different ways to search

• Via the global search field.* Quick search (can be configured by the administrator): Used to search for Service Manager objects within a set of tables and fields.

  example   You want to search for objects related to the Internet, including incidents, service requests, or CIs
  

  • Advanced search (configured during the Service Manager setup): Used to search within a table and a specific field

    example   You want to search the Employee table for users whose name starts with mor
    

• In the search field at the top of each screen.* List mode: Used to search for records based on the column used to sort data in the grid.

  example   You want to search for incidents whose number starts with I1
  

  • Form mode: Used to search for records based on a list of fields specific to the form.

    example    You want to search for equipment whose code contains app
    

• Via full text search. Click  in the right sidebar of each form.
  • Search for a set of words or for the results of an SQL query in certain objects such as incidents, problems or knowledge articles.
  • Search results are displayed in List mode in order of relevance.

    example   Search for objects containing the word Print
    

• Via predictive entry in all fields linked to lists of values or hierarchies.  See the procedure.

  example    Employees, functions, items of equipment, locations
  

Notes

• You can hide the search function in forms in Other Parameters > {ADMIN} Disable Quick Search in Forms.

Characteristics of predictive entry

• You can define the number of characters that will trigger predictive entry in Other Parameters > {ADMIN} Run predictive search using number of characters specified (default value: 3).
• The first five records corresponding to the search criteria will appear.
• Search criteria are linked using the AND operator and are not case-sensitive.
• You can define the search criteria in any order.

Procedures

Use predictive entry in List and Tree fields

Note: The stored procedure loading the PATH tables must be implemented so that predictive entry can work correctly in tree lists. This procedure:

• Applies to the Location, Department, Catalog (Incidents/Requests), Supplier and Type (Equipment, Licenses, etc.) tables. * Is automatically enabled in SaaS mode.

1. Move the cursor over the data entry field.

2. Click (List field) or (Tree field).

The list of possible values will appear in a popup window.

Note:

• The icons are always displayed on tablets.
• : Used to reinitialize the data entry field.

List field	Tree field
(1): Search field. (2): To modify the filter criteria, click the relevant column.	(1): Search field. (2): Tree structure of values. Note: Enable the functionality in Other Parameters > {ADMIN} Hide archived roots to display archived roots.

Viewing records

   See Interface in versions later than 2016

• Views are ways in which you can consult the records of each menu item.
• You can display views in List mode by clicking View... in the options bar.
           
• Service Manager provides two display modes, i.e. views by list or views by grouping level (or by criterion).

  example    All Incidents menu item ==>  View List; View Group (grouping level); View Group, Status (grouping level); View Location (grouping level)

Different types of views

• Views by list:
  • Each row displays one record. Click the sequence number in the first column # of the grid to open the form.
  • One list view is generally defined for each menu item.

    example    All Incidents menu item ==>  List of Incidents view
    

• Views by grouping level:
  • Records are grouped by grouping level. Each grouping level corresponds to one or more criteria.
  • Drill-down functionality:
    • You use the drill-down functionality to browse through data down to its lowest level. When you click the name of the current level, the lower levels will appear. Drilling down to the last grouping level displays the lowest-level records. Click the sequence number in the first column # of the grid to open the form. 
    • In views containing grouping levels based on Tree fields, this displays records in the lowest level directly without going through intermediate grouping levels where there are no records. Note: You disable this functionality in Other Parameters > {ADMIN} Grid: Enable auto drill-down.

      example    Display all offices at the New York location without going through the intermediate grouping levels ( building and floor) if they do not contain any records.

  • Display different grouping levels:
    • You can display grouping levels in List mode or in charts.
               example    Standard (grid), Bar Chart, Pie Chart
    • In the lowest grouping level, only the List mode is available. 

example    View Urgency grouping level

Standard display List	Chart Horizontal Bar Chart

 

Notes

• You can click  next to the View list to edit views. To do this, you must have the appropriate access rights.

• You can define how many rows are displayed in the grid either in List mode or within a tab in Form mode.  See the procedure.
  • The parameter is specific to each user, regardless of the workstation used. It is stored after logout.
  • The values entered in List and Form modes (within a tab) are independent of each other.
    • List mode: The number of rows defined will apply to grids in all menus.
    • Form mode (grid within a tab): The number of rows defined will apply to grids in all tabs.
  • Once the number of records exceeds the number of rows specified, a navigation bar <<, <, >, >> will automatically be displayed.
  • You can configure the maximum number of rows to be displayed in a grid in Other Parameters {ADMIN} Grid: Maximum number of rows.
    • The value cannot exceed 50.
    • The parameter will apply to all grids in List and Form modes (within tabs).

• View By Location is used to display markers  on a map using information such as the location name, address, city, country, etc. This uses the Google Maps API. You are required to have a Google Maps API key. You must define the configuration in the smo_config.php file in order to make the view available.  See Geolocation using Google Maps.
  • The  marker indicates the presence of records associated with the root level.
  • To minimize calls between the client workstation and the Google Maps servers, geodecoding information is stored in the database once it has been obtained. It is only re-requested in the case of a change of address.

Procedures

Use the drill-down functionality to browse through a view by grouping level

1. Select the relevant view.

The grouping levels are displayed.

2. Click one of the grouping levels.

• The lower levels will appear.
• The number of records associated with each grouping level is displayed at the end of the row.
• The current grouping level is always displayed at the top of the grid.

  

3. Click each grouping level until the lowest-level records are displayed.

4. Click the sequence number of an object in the first column # of the grid.

The form will open.

Modify a view

Note: Only for authorized user profiles. See the procedure in How to create a view and check its workability.

Define the number of records displayed in a grid

1. Display the grid in List mode or open a form and select the tab presenting a grid.

2. Enter the number of rows to be displayed in the Number of Records field.

Use Google Maps mode

1. Enable the geolocation service via Google Maps. See the procedure.

2. Click on a map to access the sublevels associated with the location.

3. Drill down each sublevel until the record is displayed.

Sorting records

   See Interface in versions later than 2016

• By default, each grid is sorted based on the first column of data in ascending order. 
• Any column where  is found in the column header can also be used to sort data.

  example    Sort incidents in ascending order of priority
  

Notes

• You can sort records:
  • When data is displayed in a grid in List mode.
  • In a view with the lowest grouping level

Procedures

Sort records in a grid

1. Display data in a grid in List mode or in a view with the lowest grouping level.

2. Click the column header that you want to use to sort data.

By default, the column will be sorted in ascending order. is displayed to the right of the column header.

3. Click the column header again to sort the data in descending order.

is displayed to the right of the column header.

Filtering records

   See Interface in versions later than 2016

• Filters are used to narrow down the data you want by applying restriction criteria. This is used to perform a given action on all of the selected records.

  example    In a problem, you want to run the Link to an Incident wizard for a list of incidents

• You can access them:
  • In List mode by selecting Filter... in the options bar.
  • Using a quick filter by selecting Filter. You then search for records using a maximum of three criteria and the AND/OR operators.  See the procedure.
             

Notes

• Users have access to the filters defined for their user profile. A list is predefined for each menu item.
• At the bottom of the Filter... drop-down list, click Edit Filter  to modify filters. To do this, you must have the appropriate access rights.
• A filter will remain active as long as it has not been disabled.
• Quick filters are specific to each user, regardless of the workstation used. They are stored after logout.
• When you change page, the filter is automatically disabled.

Procedures

Disable the current filter

1. Select No Filter from the Filter... drop-down list.

All of the records for the current menu item will automatically appear.

Use the quick filter

1. Click at the bottom of the grid and select Filter.

2. Enter your search criteria.

• Select the search fields from each drop-down list.
• Specify the value you want in the data entry fields.
  • You can use the % character.
  • When you apply a filter to a Tree field, the lowest grouping level is displayed.
  • You can combine up to three criteria and the AND/OR operators.

3. (optional) Save the quick filter search criteria so you can use them again.

• You can click Save to save the current quick filter.
• You can also click Save As to save an existing quick filter using another name.

4. Click Filter.

Data in the grid will be refreshed to display the records corresponding to the filter criteria.

5. To disable the active quick filter, click again and select Filter.

• Data in the grid will be refreshed to display all records.
• The icon will change its appearance to Filter.

6. Delete the quick filters you no longer use.

• Click and select Filter.
• Select the relevant filter.
• Click Delete.

Selecting records

   See Interface in versions later than 2016

• You select records to perform a given action on all of them at the same time.

  example    Run a wizard on selected records or export the selected records to a CSV file

• You can select records:
  • When data is displayed in a grid in List mode.
  • In a view with the lowest grouping level.
  • Using bar code selection.

Notes

• Click a row to add it to your selection. They will be highlighted in .
           

• The number of selected records appears to the left of . It is updated each time the selection changes.
• You can select records using multiple filters or views. The new records selected will be added to the current selection.
• The current selection is kept as long as it is not cleared.
• The drop-down list  to the right of the options bar provides several options.

Empty the Selection Bar Code Selection

Procedures

Select records manually

1. Display data in a grid in List mode or in a view with the lowest grouping level.

2. (optional) Apply a filter to restrict the number of records displayed.

3. Check the rows you want.

The number of selected records appears at the bottom of the grid, to the left of .

4. (optional) Modify or finish your selection.

• Go to another page and check the rows you want.
• Select another view and check the relevant rows to add them to your selection.
• Uncheck a row to remove it from the selection.

The number of records will automatically be updated.

Select all records

1. Check the box in the grid header.

All records will automatically be selected.

2. (optional) Modify your selection by removing the rows you do not want.

Select records automatically by bar code

1. Click at the bottom of the grid.

2. Sselect Bar Code Selection.

3. Copy bar codes from an external file and paste them in the data entry field.

example You want to select items of equipment

4. Specify the separator, e.g. tab, semicolon, comma, etc., used in the external file.

5. Click OK.

All records corresponding to the specified asset tags will be displayed and automatically selected.

Clear the current selection

1. Click at the bottom of the grid.

2. Click Empty the Selection.

All records will automatically be unselected.

Exporting records

   See Interface in versions later than 2016

• An export consists of extracting data from records in the Service Manager database.
• The export takes into account all records included in the filter that is active when the export is run.
• Data can be exported to different file formats. It can also be encrypted for security reasons.

Notes

• You export Service Manager objects such as filters and views in the Administration menu.  See the description.

Caution

• If you apply a filter and then select certain records, the export will take into account all of the records in the current filter instead of your selection. As such, the processing of large filters may require some time.

Characteristics of export files

• CSV files:
  • CSV files can be opened in Excel.
  • If the file contains more than 200 records, it will be compressed in GZ format to restrict its size.
  • Records are delimited by a separator, e.g. semicolon, comma or tab.

• Base64-encoded files:
  • This type of export enables you to encrypt the selected fields in order to ensure data confidentiality. 
  • Data is automatically decrypted when it is integrated into a system capable of reading this format.
  •  If the file is large, it will be compressed in GZ format to restrict its size.

Procedures

Export records to a CSV file

1. (optional) Define the field separator for CSV files.

• Display the list of employees.
• Run the Excel Separator wizard.
• The separator you select here (e.g. semicolon, comma or tab) must correspond to the separator specified in the List separator field in your computer's regional settings. See Control Panel > Regional and Language Options.

  

2. Select the menu item whose records you want to export and select the List view.

3. Click in the title bar and select Export.

The Save As dialog box will appear asking you to save the export file.

4. Click Save.

The file will be saved in CSV format in your Downloads folder. Its name will be based on the name of the menu item.

Export records to a file

1. Select the menu item whose records you want to export and select the List view.

2. Click in the title bar and select Print.

3. Select the file format you want.

4. Specify how data will be exported:

• You can create a PDF. To do this, click Download and Save.

  The file will be saved in your Downloads folder. Its name will be PrintGrid.

  

• You can also send the file by email. To do this, click Send by Email. Specify the information required and click Finish.

Export records in base64 format

1. Select the menu item whose records you want to export and select the List view.

2. Click in the title bar and select Encoded Export.

3. Select the fields to be encrypted.

4. Click Download and Save.

The file will be saved in your Downloads folder.

Uploading documents

   See Interface in versions later than 2016

• Uploading documents consists of attaching files to the current object.

  example    Documents attached to an Incident form, e.g. description, screenshots, log, etc.

• You can see file attachments in the Attachments tab in forms.
           
• You can upload attachments using the Attachments link in the Details tab.

Notes

• The number of attachments is displayed after the title of the tab.
• Click the name of the attached file to open it.
• If you upload a file that has the same name as an existing attachment in the current object, a new version will automatically be created.
   

Procedures

Manage attachments in a form

1. Open the form you want.

2. Click the Attachments link in the Details tab.

The Upload File dialog box will appear. The list of existing file attachments is displayed.

4. Upload the file you want.

• You can click and drag the file from your File Explorer to the field.
• You can also click . Locate the file you want in your File Explorer and click Open.

The new attachment will be added to the table.

5. Specify access to the file in the Self Service portal by checking the Public box.

• You want to display the document in the portal and authorize users to download it: Check the box.
• You do not want to display the document in the portal: Do not check the box.

6. (optional) Click to delete a file.

7. Click Close.

The Attachments tab will be updated.