Service Manager - The Graphical User Interface
Structure of the graphic interface
Description
(1): Top banner
- The banner appears in all Service Manager screens.
- It contains a customizable logo, a search field that also displays the browsing history and actions performed, a quick creation button for tickets, a notification bar, the user information zone and the logout button.
(2): Menu pane
- The pane appears in all Service Manager screens.
- Users can customize it with the relevant menu items authorized for their user profile. They can also add favorites and links to websites, apps and quick access commands /.
(3): Home page
- The Home page displays information and indicators in a Service Apps app.
- You can access it by clicking the logo in the top banner, provided the logged-in user's profile is authorized to access the app. You can also access it by clicking the
Home menu item in the menu pane. This menu item will appear only in the logged-in user's My Menu.
Notes
- Users can modify their interface language in the user information zone in My Details.
- An error message will appear if the screen resolution cannot display Service Manager screens correctly.
Fundamental concepts
EssentialNotions
Web accessibility
The United States government requires federal agencies to comply with the accessibility laws adopted. Section 508 of the Rehabilitation Act is a specific national requirement and is not a method for enforcing international directives.
Service Manager complies with several accessibility standards related to this act. See the Web accessibility principles.
Secure access to data
- Connection to Service Manager is secure. Login is performed via the login page.
- Secure access to Service Manager data is based on three concepts:
- Domains: Access restrictions to data in Service Manager databases, e.g. test cases, production, sandbox.
See Different platform accounts.
- Users can belong to one or more domains which are shown in the User information zone.
- You can define restrictions based on the business activities of users, their responsibilities or geographical location, etc.
- User profiles: Access restrictions to Service Manager objects such as menus, screens, fields, filters, views or wizards.
- Each user can have only one user profile.
- Restrictions are used to specify each user's functional scope in Service Manager.
- Employee access management: Identification of users with access to Service Manager by assigning a login, password and user profile.
- Users are managed in the employee directory which lists all internal employees as well as the employees of external service providers and subcontractors.
- Users can access their personal information in the User information zone.
- Domains: Access restrictions to data in Service Manager databases, e.g. test cases, production, sandbox.
Fundamentals
Login
- Connection to Service Manager is secure. Login is performed via the login page.
- The account identifies the Service Manager database, e.g. test case, production or sandbox 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 changed. Passwords stored in an LDAP corporate directory cannot be modified using the procedure below.
- If authentication is delegated to an LDAP directory, users cannot change their password in Service Manager.
EmployeePasswordPolicy_SMandApps_Rules
- Employee password policy:
- It is defined by EasyVista.
- It is displayed when users click the Forgot your Password? link to change their password, or when their user password is expired.
- It includes rules that all users are required to respect for the entry of passwords: eight characters minimum, with at least one upper-case letter, one lower-case letter, one number and one special character.
- You can only modify the minimum number of characters for password. The default value is defined in Other Parameters > {ADMIN} User passwords: minimum number of characters.
Procedures
1. Log in to Service Manager using the Web URL or via the Intranet.
2. Specify the account of the Service Manager database in which you want to work.
3. Enter your login and password.
- The Password field is case-sensitive.
4. Click OK.
1. Click the user information zone in the top banner.
2. Select Change my Password.
3. Enter your current password.
- The Password field is case-sensitive.
4. Enter and confirm your new password.
- The Password field is case-sensitive.
- The password must comprise at least six characters.
5. Click Save.
6. Log out of Service Manager.
7. Log in again using your new password.
Request a new password if the password is forgotten
1. Click Forgot your Password? in the login page.
2. Select the relevant option, Login or Email Address. Enter either your Service Manager login or email address.
3. Click Send.
An email with a temporary password will be sent to your Service Manager inbox.
4. Log in to Service Manager using the temporary password.
Note: If you use this password once the validity period is over, the login page will invite you to enter and replace it immediately.
5. Modify the temporary password via the user information zone > Change my Password option.
Your previous password will be reset and will no longer be usable.
Note: Only for authorized user profiles. See password management procedures
Define an Employee password policy
Note: Only for authorized user profiles. See the procedure
Modify the logo on the login page
Note: Only for authorized user profiles. See the procedure
Modify the email message for forgotten passwords
Note: Only for authorized user profiles. See the procedure
Force a default account in the login page
Note: Only for authorized user profiles. See the procedure
Logout
- Click
in the top banner to log out of Service Manager
.
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 Other Parameters > {ADMIN} Session timeout (in seconds).
- 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 time is automatically displayed in red when there are 10 seconds left.
Procedures
1. Click .
2. (optional) A warning message will ask if you want to save the changes made. These will be highlighted in yellow .
- Click OK to save the changes.
- Click Cancel to cancel the changes made.
You will be logged out. login pageService Manager est affichée.
Display the Service Manager imminent logout message
1. Ajustez, si nécessaire, le délai de déconnexion :
- Allez sur l'écran Administration > Paramétrages > Paramètres divers.
- Modifiez le paramètre divers {ADMIN} Timeout de session (en secondes).
- Déconnectez-vous de Service Manager pour prendre en compte la modification.
2. Reconnectez-vous à Service Manager.
Home page
- The Home page displays information and trends in a Service Apps app. Customers build their app using widgets based on the data they want to highlight, e.g. dashboards, key performance indicators, news articles, etc.
See How to create an app
- The app displayed in the Home page can be defined at three levels:
- Globally (
Global Menu option in the menu pane) by selecting Other Parameters > {MENU} parameters.
- For the user profile, by selecting Administration > Access Management > User Profiles > Menu.
- By users themselves (
My Menu option) in the menu editor by clicking
Edit at the bottom of the menu pane (3). To do this, they must have the appropriate access rights assigned to their user profile.
- Globally (
Order of overrides for displaying apps in the Home page
- When users log in to Service Manager, the app displayed is:
- The one defined for their profile, or if unavailable, the app defined globally in Other Parameters if the
Global Menu option was active during their last session.
- The one defined by the users themselves, or if unavailable, the app defined for their profile, or if unavailable, the app defined globally in Other Parameters if the
My Menu option was active during their last session.
- The one defined for their profile, or if unavailable, the app defined globally in Other Parameters if the
- When users click
Global Menu or
My Menu, the app displayed is the one defined by the users themselves, or if unavailable, the app defined for their profile, or if unavailable, the app defined globally in Other Parameters.
Display of apps in the Home page
- When the
Global Menu option is active, the app in the Home page will appear when you click the logo in the top banner (1).
- When the
My Menu option is active, the app in the Home page will appear when you click the logo in the top banner (1) or when you click the
Home menu item in the menu pane (2).
- When the app displayed is the one defined by the users themselves, and if they want to reset this to the app defined for their profile, or if unavailable, the app defined globally in Other Parameters, they must log in to Service Manager again after enabling the
Global Menu option during their last session.
- App defined by users: Corporate Directory
- App defined for the profile: Approval Management
- App defined globally in Other Parameters: Standard Service Workplace
User action | App displayed | |
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Log in to Service Manager again after enabling the ![]() |
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Log in to Service Manager again after enabling the ![]() |
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Click the ![]() ![]() |
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Click the ![]() ![]() |
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Notes
- If you do not have Service Apps, a default Home page will be displayed, e.g. an image. You cannot modify it.
- The Home page will automatically be refreshed when the app is modified, e.g. trend added, chart layout modified, etc.
- When users log in to Service Manager, the app configured to appear in the Home page can be replaced by the last menu item they accessed before logging out of their previous session.
- To do this, in Other Parameters, you must enable the parameter called {ADMIN} Keep menu of last entry after logout/login.
- Users can access the app by selecting the
Home menu item or by clicking the logo in the top banner.
- An error message will appear if the app cannot be found.
- When the
My Menu option is active, the
Home menu item will always be displayed at the top of the menu pane. You cannot delete it.
Best Practice
- You can use the embedded version available in most Service Apps templates. This version is specifically designed to integrate apps fully in the Service Manager Home page without displaying the menu bar and header of the template.
Procedures
Define the app in the Home page globally and for the profile
Note: Only for authorized user profiles
1. Log in to Service Manager.
2. Define the app to be displayed by default globally in Other Parameters.
- Select Administration > Parameters > Other Parameters in the menu.
- Specify the three parameters below.
- {MENU} Default Application in the Menu: App displayed by default in the Home page when no menu is initialized in the profile of the logged-in user.
- {MENU} Default Application Page in the Menu: ID of the default app page in the menu when no menu is initialized in the profile of the logged-in user.
- {MENU} Service Apps URL: URL for accessing Service Apps.
3. (optional) Define the app to be displayed for a given profile.
- Select Administration > Access Management > User Profiles in the menu.
- Select the profile you want.
- Click Menu.
The menu editor for the profile will appear.
- Click the menu item,
Home.
- Select the app to be displayed in the Home page.
You will return to the Home page configuration screen.
- Select the page to be displayed when the app is run.
- Click Update Home.
- Click Save.
Note: To delete the override defined in the profile, click Reset Home.
Specify the {MENU} parameters in Other Parameters to define the app globally
Note: Only for authorized user profiles
1. Select Administration > Parameters > Other Parameters in the menu.
2. Specify the three parameters below.
- {MENU} Default Application in the Menu: App displayed by default in the Home page when no menu is initialized in the profile of the logged-in user.
- {MENU} Default Application Page in the Menu: ID of the default app page in the menu when no menu is initialized in the profile of the logged-in user.
- {MENU} Service Apps URL: URL for accessing Service Apps.

- Click
in the Parameter column header to define a filter containing the word, {MENU}.
- To retrieve the IDs of the app and page:
- Open the app in the graphic editor in Service Apps.
- Select the page to be displayed when the app is run by clicking
in the graphic editor toolbar.
- Click
to run the app.
- Copy the values below in yellow found in the app URL.
- Paste the values in the {MENU} parameters.
- {MENU} Service Apps URL = https://40000-apps.easyvista.com/
- {MENU} Default Application in the Menu = com.40000.618bd9d3bcd20
- {MENU} Default Application Page in the Menu = 5e3d24296c8e1
Define the app in the Home page specific to each user in the menu editor
Note: Only for users whose profile includes Enable editing of My Menu
1. Log in to Service Manager.
2. Click Edit at the bottom of the menu pane.
The menu editor will appear.
3. Click the menu item, Home.
- Select the app to be displayed in the Home page.
You will return to the Home page configuration screen.
- Select the page to be displayed when the app is run.
- Click Update Home.
Note: To delete the override defined specifically for the user, click Reset Home.
4. Click OK to save the changes.
The menu editor will close. The Home page will automatically be refreshed.
Use the embedded version of an app
Note: Only for users whose profile includes Enable editing of My Menu
1. Click Edit at the bottom of the menu pane.
The menu editor will appear.
2. Click the menu item, Home.
- Select the app to be displayed in the Home page.
You will return to the Home page configuration screen.
- Select the 0_Home_Embedded page. This page will be displayed when the app is run.
- Click Update Home.
Menu pane
See the interface in versions 2016 and earlier
- The menu pane displays the menu items that logged-in users are authorized to access.
- Mandatory menu items defined by the administrator for each user profile are grouped in the
Global Menu option which is found at the bottom of the menu pane.
- Menu items added by users from those authorized for the user profile are grouped in the
My Menu option.
- Mandatory menu items defined by the administrator for each user profile are grouped in the
- Users can configure their menu pane using the
Edit option. This opens the menu editor where they can:
- The last menu item accessed by users before they log out of Service Manager can be stored. It can then be displayed when users next log in, instead of the Service Apps app.
- To do this, in Other Parameters, you must enable the parameter called {ADMIN} Keep menu of last entry after logout/login.
- This parameter will apply to the entire Service Manager platform and to all users.
- Users can access the Service Apps app by selecting the
Home menu item or by clicking the logo in the top banner.
- The search field at the bottom of the menu pane is used to filter menu items.
Notes
- The menu pane always appears to the left of the screen. Click
at the top of the pane to hide it. You can also resize it.
See the procedure
- Display the menu pane options by clicking
at the bottom of the menu pane.
- Click the
Home menu pane to return to the Home page. It is displayed only when the
My Menu option is active.
- The contents in the
My Favorites menu item are specific to each user.
See the description
- By default, the
My Menu option only displays the mandatory menu items for the user profile.
- The
Edit option is authorized only for users whose profile includes Enable editing of My Menu.
Best Practice
- To access your websites, apps and favorites quickly and easily, we recommend that you create specific folders in the menu pane.
Procedures
1. Click at the top of the menu pane.
The menu pane will automatically be hidden.
2. Hover over the icon.
The menu pane will appear temporarily.
3. Click .
The menu pane will appear again.
1. Place the cursor on the right edge of the menu pane.
2. Click and drag left or right to resize the menu pane as required.
Customize the menu pane (User mode)
Note: Only for users whose profile includes Enable editing of My Menu
See the procedure
Configure the menu pane for a user profile (Administrator mode)
Note: Only for authorized user profiles. See the procedure
See the procedure
Favorites
See the interface in versions 2016 and earlier
- Favorites are shortcuts to a list of records in a screen displayed in List mode. You can define the list by combining a filter, view or user filter. To do this, click
in the column headers.
- They are created by each user.
Notes
- Favorites are specific to each user, regardless of the workstation used. They are stored after logout.
- They are available in the menu pane in the
My Favorites folder.
- The folder is available and identical in the two menu pane options,
My Menu and
Global Menu.
- The folder is available and identical in the two menu pane options,
- 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.
- When this value is exceeded, the most recent favorites will replace the least recent ones.
Procedures
1. Display the relevant screen in List mode.
2. Enable the filter and view you want.
3. (optional) Click in the column header to apply a user filter. Note: You must save the filter.
See the procedure
4. Click in the top banner and select Add to Favorites.
5. Enter a name for the favorite and click OK.
- (optional) Click Yes if a message appears asking you for permission to run a script.
The favorite will be added at the bottom of the list in the My Favorites folder in the menu pane.
Default name= Menu name, filter name or view name
1. Click to open the
My Favorites folder in the menu pane.
2. Select the favorite you want.
The list will appear.
1. Display the menu pane options by clicking at the bottom of the menu pane.
2. Click Edit.
The menu editor will appear.
2. Select the My Favorites tab.
The list of favorites will appear.
3. Perform the required actions.
Modify the name of a favorite
- Select the relevant favorite.
- Enter the new name.
Modify the order of favorites
- Click and drag menu items to place them in the order you want.
Delete a favorite
- Click
next to the favorite.
4. Click Save.
The My Favorites folder will be refreshed.
Browsing history
See the interface in versions 2016 and earlier
- The browsing history retains the last ten forms that were viewed and is used to reopen them quickly.
- Your browsing history is automatically constructed as you browse through {velocity}}$ProductName_ev_itsm{{/velocity}}.
Notes
- The browsing history is specific to each user, regardless of the workstation used, and it is retained after logout.
- You can access it by clicking in the search field in the top banner.
- The number of links stored by default in the browsing history is defined in Other Parameters > {ADMIN} Number of links stored in browsing history. Caution: The value specified will apply to all users.
- The information displayed in the list of browsing history results corresponds to the first field displayed in the object's form.
Procedures
1. Click in the search field.
The list of stored links will appear.
2. Select the link you want.
The form will open.
Notification bar
See the interface in versions 2016 and earlier
- The notification bar is divided into several zones:
- (1) evie notifications sent during the Send Notification step for processes and notifications of subscriptions to forms.
- (2) The Quick Dashboard, i.e. notifications on the number of actions or approvals for the user and associated groups using specific icons.
- (3) Notifications on unread discussions.
- The counter of the icon indicates the number of unprocessed objects.
- Click one of the icons or counters to display the corresponding list of objects.
Notes
- The notification bar is found in the top banner.
- Counters will automatically be refreshed when one of the corresponding objects is processed.
- The display of the Quick Dashboard depends on the profile of the logged-in user.
See the procedure
- In the Back Office, when users are authorized to access both the Service Operation and Service Transition menus, the sum of all actions and approvals will be totaled in the counters.
- The discussions counter will appear only if the user belongs to a group authorized to access discussions.
See the procedure
- Only evie users can generate evie notifications. To do this, the Is EVIE box in the Employee form must be selected.
See the procedure
- On screens with a resolution of less than 1200 pixels, notification icons will overlap the search field.
- Click in the search field to group and hide them automatically behind the
icon.
- Click outside the search field to display them again.
- Click in the search field to group and hide them automatically behind the
Description
evie notifications for processes and subscription notifications | ||
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Icon | Counter | |
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Number of notifications sent during the Send Notification step for processes (workflows or business rules) and number of notifications for subscriptions to forms.
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Quick Dashboard | ||
Icon | Counter | |
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Number of Late actions or approvals assigned specifically to the logged-in user
(actions whose OLA target date is exceeded) |
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Number of To Do actions or approvals assigned specifically to the logged-in user
(actions whose actual start and end dates are not specified) |
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Number of To Do actions or approvals assigned to one of the logged-in user's groups
(actions whose actual start and end dates are not specified) |
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Discussions | ||
Icon | Counter | |
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Number of discussions unread by the logged-in user | |
Procedures
Display the Quick Dashboard in the notification bar
Note: Only for authorized user profiles. See the procedure
(Back Office) Use the Quick Dashboard
See the procedure
(Back Office) Auto-assign yourself an action
1. Click the relevant icon in the notification bar to display the list of actions.
2. Click to assign one of the actions to yourself.
- The form will open.
- The counters will automatically be updated. The action will automatically appear in the To Do or Late notification zones depending on its creation date.
(Back Office) Create evie notifications
See the procedure
See the procedure
1. Click in the top banner to display notifications.
2. Hover over the relevant notification.
3. Click the Hide link.
4. Click View all notifications to display it again in the list of notifications.
Delete one or more notifications
1. Click in the top banner to display notifications.
2. Click View all notifications at the bottom of the list.
3. Perform the required actions.
Delete a notification
- Hover over the relevant notification.
- Click Delete.
Delete all notifications
- Select the Select All option.
- Click Delete All.

Web browser notifications
- Certain Service Manager events can be reported using Web browser notifications:
- Imminent logout
- New action or new late action for the logged-in user
- New action for one of the logged-in user's groups
- New news article
- New elements in a discussion
- These notifications are displayed at the bottom right of the Service Manager interface window.
Notes
- Notifications are displayed only if the logged-in user authorized their display.
- List of Web browsers supported by Service Manager for displaying notifications:
- Chrome, Firefox, Edge, Safari
- In Windows 10 and OSX, the message is also added to the OS notification system.
Procedures
1. Click at the bottom of the notification.
2. Click the relevant option.
- Pause notifications until the browser restarts.
- Disable notifications.
- Configure notifications.
Your configuration will be taken into account.
User information zone
See the interface in versions 2016 and earlier
- The user information zone is found to the right of the top banner.
- Click to open it.
- Minimized mode: Displays the photo of the logged-in user, name, user profile and current domain.
- Expanded mode: Enables users to modify some of their personal information, change the current domain, define the display mode for lists, specify the theme applicable to the graphic interface, and display the site map.
Description
Option | Description |
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My Details | Used to open the User form to modify personal information, the photo and the interface language |
My Subscriptions | Used to display all subscriptions to forms for the logged-in user
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Used to change the password for accessing Service Manager |
Show Grid Line Numbers | Used to define how you can open forms from a list, i.e. using the sequence number of the record in the first column # of the grid (option is enabled) or using the magnifying glass icon ![]()
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Site map | Quick access to all menu items that logged-in users are authorized to access. Click one of the menu items to display the corresponding screen directly.
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Domains | List of domains, other than the current domain, that the user is authorized to access |
Skins | List of themes used to manage the overall visual appearance of the Service Manager graphic interface
Note: If you modified the Service Manager logo, you must have one version that is adapted to light themes and another adapted to dark themes. |
List mode
This mode displays a list of records retrieved by a filter and/or view (List view and views with grouping levels) in a grid, chart or card (Board mode).
example
- Standard display: Grid
- Chart: Pie
- Cards: Board
Notes
- When you select the List view or the last grouping level of a view, only the standard display is available and the lowest-level records will appear.
- Charts are available only for views with grouping levels.
See the description
- Details of records will appear in dedicated tabs.
- The number of dedicated tabs for displaying forms is restricted to six.
- To allow for more flexibility, this limit has been lifted when creating new forms. Any new form created will be displayed in a new tab, even if the maximum number of six tabs has been opened.
- Board display mode:
- Availability:
- Board mode is not available if the view is a list or a tree structure with grouping levels such as department or location.
- In the other types of views, the display mode is not available when the number of records exceeds 200. If this is the case, the
icon will appear together with an infotip.
- Move cards using drag and drop:
- You can move cards only if the functionality was enabled in the view compatible with Board display mode.
See the procedure
- The functionality is enabled by default for views built using the AM_ACTION table. It is disabled by default for views built using other tables.
- You can move cards only if the functionality was enabled in the view compatible with Board display mode.
- Custom filters are not available. You must switch to List mode to enable them.
- The CSV Export and JSON Export functionalities are not available.
- Availability:
- Tag colors are applied to the values of visible fields in List view, in the last grouping level of a view and in Board display mode.
- In grids displaying the lowest-level records, a Reload button will appear when data has been modified. This enables you to refresh the data displayed. Note: If no data was modified, this button will be hidden.
Caution
- You should not refresh the list by pressing the F5 key. This will refresh the Web browser instead and reload all of the pages. As a result, the forms displayed in dedicated tabs will disappear.
Description
Zone | Description |
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(1) Top banner |
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(2) Filter..., View..., Display as..., Number of Records |
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(3) List of records |
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Procedures
Modify access to forms, i.e. using the sequence number or magnifying glass icon
1. Click in the user information zone.
2. Enable or disable the Show Grid Line Numbers option as required.
- Option enabled: You access forms by clicking the sequence number in the first column # of the grid.
*Option disabled: You access forms by clicking the magnifying glass iconnext to each record.
Enable drag and drop in a view compatible with Board mode
Note: Only for authorized user profiles. See the procedure
Form mode
See the form editor
See the interface in versions 2016 and earlier
- Forms are objects for accessing the details of Service Manager records.
- Information is displayed in fields and tabs.
See the description
- Read-only fields are grayed out.
- Tag colors are applied to the values of visible fields in the form.
- Certain fields have context-specific options.
See the description
example Access the form of a related record, geolocation service, send an email to a recipient, run the third-party collaboration tool Teams - Each form has a title (1), an overview of information in the top banner (2) and information displayed in tabs (3) and (4).
- You can perform actions on data using wizards.
- Subscriptions to forms enable you to receive a notification when certain objects or fields in these forms are modified.
Notes
- By default, the title of the form is the name of the first field in the Details tab.
- By default, the overview displays the first six fields in the form. You can customize this when you switch to edit mode. You must then complete the Overview section.
See the procedure
- Customers can configure forms based on their requirements in the form editor.
See the procedure (Note: Only for authorized user profiles).
- Service Apps contextual apps can be linked to each form and accessed in the right sidebar (5).
See the description
- The Reload button will appear in the top banner when you return to the initial form after modifying data in related forms. It enables you to refresh data in the initial form.
- You manage the display of this button in Other Parameters > {ADMIN} Enable Form Auto Refresh..
- When you enable the parameter (value True), the initial form will automatically be refreshed and the button will not appear.
- When the parameter is disabled, the button will appear when you return to the initial form after modifying data in related forms.
- You can resize panes (3) and (4) for each tab. To do this, place the cursor between the two panes and click and drag left or right to resize the panes as required. Note : The configuration is specific to each user.
Description
Zone | Description |
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(1) Top banner |
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(2) Overview of the form |
Note:
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(3) Tabs in the left pane of the form |
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(4) Tabs in the right pane of the form |
Tabs are divided into two lists:
Note:
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(5) Contextual right sidebar |
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Toolbar specific to related elements
Icon | Description | Display | ||
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New | Add a new record to the related element using the specific creation wizard. | |||
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Display related elements in List mode with one row for each related element.
Click |
Card mode
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List mode
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Display related elements in full screen mode. Only the top banner will remain displayed.
Click |
Standard mode
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Full screen mode
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Display one tab only in the column.
Click |
All tabs mode
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Single tab mode
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Access the tab in edit mode to modify the default display of the tab.
Note: Only for authorized user profiles. |
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v | Hide the details of the tab. Only the header is displayed.
Click > to display the details again. |
Details mode
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Header mode
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Delete a record
In Card mode, the icon will appear when the cursor hovers over the element. |
Options specific to fields
Icons are specific to each field. They are displayed:
- (1) In the top right of the field.
- (2) When the cursor hovers over the field.
Icon | Access | Function | Description |
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On hover over the field
Note:
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Select a value | The list of possible values will appear in a popup window. |
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On hover over the field
Note:
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Select a value | The list of possible values will appear in a popup window. |
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Top right of the field | View in a popup | Used to display the record in a popup window.
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Top right of the field
Note: Only for User fields |
Send an email | Used to open the messaging system. The Recipient field is preloaded with the user's email address. |
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Top right of the field
Note: Only for Location fields | Google Maps | Used to access Google Maps and indicate the location of the address on the map. |
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Top right of the field | Display related information | Used to display additional information related to a field such as a workflow, network ID, etc. |
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Top right of the field
Note: Only for Type fields | View UNSPC information | Used to display additional information related to a product or service via the website, http://www.unspsc.org/. |
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Top right of the field
Note: Only for Service fields | Display CMDB graph | Used to display the CMDB graph. |
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On hover over the field
Note: Only for fields where a deep linking interaction is configured | Access a third-party collaboration tool | Run the third-party collaboration tool using the deep linking interaction. |
Memo fields
- Memo fields have a toolbar.
- It will appear when you click within the field.
- It appears at the bottom of the field.
- You can add images by copying and pasting them.
- When you click the image, a context-specific toolbar will appear.
- When you click the image, a context-specific toolbar will appear.
Procedures
1. Via the menu pane:
- Expand the tree structure in the menu pane and click the menu item to which the relevant object belongs.
The list of objects will appear.
- (optional) Select the View List view to display the full list of objects.
- (optional) Use the quick filter to retrieve the object quickly by applying restriction criteria.
- Click the sequence number of the corresponding object in the first column # of the grid.
The form will open.
2. Via the search field:
- Click in the search field found in the top banner.
- Enter the first three characters of the object you want.
A list of objects starting with these characters will appear.
- Select the object you want.
The form will open.
1. Add a related element
- Click the New wizard at the top of the tab.
2. Delete an element
- Hover over the element and click
.
Modify the display of the form overview
Note: Only for authorized user profiles
1. Open the form of the object whose overview you want to modify.
2. Switch to edit mode by selecting > Edit Form.
3. Complete the Overview section.
- Query: Select the parent query from the list of queries linked to the same table as the form.
- Report: Select the specific view that will display the overview of the form. You should use the List view or create a new view prior to this.
example Overview of the Equipment form ==> Selection of the List view
4. Click Save and Close.
The first fields in the selected view will automatically appear. The number of fields displayed depends on the width of the screen.
Return to the default display of the form overview
Note: Only for authorized user profiles
1. Open the form of the object whose overview you want to modify.
2. Switch to edit mode by selecting > Edit Form.
3. Delete the information in the Overview section.
4. Click Save and Close.
The first six fields in the form will automatically appear.
Note: Only for authorized user profiles. See the procedure
Manage and configure the list of related elements
Note: Only for authorized user profiles. See the procedure
Link contextual apps to a form
Note: Only for authorized user profiles. See the procedure
Note: Only for authorized user profiles. See the procedure
Create a deep linking interaction
Note: Only for authorized user profiles. See the procedures
See the procedure
Tools
See the interface in versions 2016 and earlier
- Tools are used to access different context-specific functionalities on screen: 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, in List or Form mode, to access the tools.
Notes
- Tools are displayed only for users with the appropriate access rights.
- A vertical green line found to the left indicates that it is the one currently in use.
Description of options
Options | Access | Description |
---|---|---|
Edit | List mode | Access the list in edit mode (modification of the parent query associated with the list)
Note: Only for authorized user profiles. |
List mode | Print the list of records
|
|
Export | List mode | Export the list of records in a compressed CSV file (.CSV.GZ format) |
Encoded Export | List mode | Export the list of records in a secure CSV file (encoded using base64)
|
Help | List mode | Access the contextual help page in the wiki |
REST API URL | List mode | Generate and copy the URL of the active page retrieving data in JSON format to the clipboard
|
Add to Favorites | List mode | Add the current page to your favorites |
Edit Form | Form mode | Access the form in edit mode (modification of the form presentation using the form editor)
Note: Only for authorized user profiles. |
Organize Related Elements | Form mode | Modify the display of Related Elements tabs - ![]()
|
Form mode | Send a list of attachments related to the current form by email |
Procedures
Note: Only for authorized user profiles. See the procedure
Modify the visibility and order of related elements (configuration specific to each user)
1. Open the form you want.
2. Click in the top banner and select Organize Related Elements.
3. Select the related elements to be displayed.
- Click and drag the related elements that should be displayed to the top pane, Visible Related Elements (1).
- Click and drag the related elements that should be hidden to the bottom pane, Hidden Related Elements (2).
4. Define the order of the visible related elements by clicking and dragging them to the position you want within the top pane (1).
5. Click Save.
Manage and configure related elements
Note: Only for authorized user profiles. See the procedure
See the procedure
1. Display a screen in List mode and select the relevant data.
2. Click in the top banner and select REST API URL.
The URL of the active page will be generated and copied to the clipboard as follows:
3. Open a tool for running queries, e.g. Postman or Power BI.
4. Run the URL you just copied. Note: You should specify the information for accessing the REST API.
The page will appear in JSON format.
Wizards
See the interface in versions 2016 and earlier
- Wizards, which are specific to the selected screen, enable you to perform complex operations.
example Delivery Reception, Link to a Problem
- You can select them from a list found in the top banner in each screen.
Notes
- The wizards displayed are defined in the profile of the logged-in user with the appropriate access rights.
- A vertical green line found to the left indicates that it is the one currently in use.
- The three most recently used wizards appear as buttons in the top banner.
- The other wizards are available in the list
.
Procedures
1. In List mode, select all relevant records to perform a global update.
2. Select the wizard you want.
Quick Call
See the interface in versions 2016 and earlier
- The quick call is a data input screen for new tickets, i.e. new incidents, service requests or change requests.
- Create a quick call:
- You can create a quick call using the + Quick Call quick creation button next to the search bar. The quick call screen will display preloaded information on the logged-in user.
- You can also search for the requestor or recipient in the search field in the top banner. Next, click + Ticket in the search results. A window will appear enabling you to enter the ticket title (short description) and the quick call screen will be preloaded with information on the selected user.
- You can create a quick call using the + Quick Call quick creation button next to the search bar. The quick call screen will display preloaded information on the logged-in user.
- Resume a quick call: If there are suspended tickets for the user, the
button can be used to display the list. Click one of the tickets to resume processing.
Notes
- Only Back Office users with the appropriate access rights to the Menu Service Operation menu for incidents and service requests and the Service Transition menu for change requests can create quick calls.
- The buttons for creating a quick call will only appear if the user profile was authorized to enable ticket creation from the search bar.
- The window for entering the ticket title (short description) will not appear if in Other Parameters, the {SM} Hide title when creating ticket parameter is enabled.
Caution
- Case management uses a simplified quick call which is based on a conditional form presentation of a ticket.
Procedures
See the procedure
Create a case via a simplified quick call
See the procedure
Discussions
See the detailed description
- Discussions are collaborative spaces where information is shared among Back Office users.
- They can be about:
- A Service Manager object, represented by an icon.
exampleProblem
- A topic unrelated to Service Manager. They can be organized into three categories: event, question and information. Each is indicated by a specific icon.
exampleWhat is your preferred remote access tool?
- A Service Manager object, represented by an icon.
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.
Procedures
See the procedure
Contribute to and follow a discussion
See the procedure
See the procedure
Subscriptions to forms
See the detailed description
Subscriptions to forms enable you to receive a notification when certain objects or fields are modified.
- Notifications are sent in real-time.
- You can consult them in the notification bar in the top banner by clicking
.
- The notification will show the subscription ID, the previous value and the updated value of the field.
- Click the ID to display the object's form.
Notes
- Subscriptions are only available for the following forms: Incident, Service Request, Equipment, Configuration Item (CI), Problem, Change Request, Investment Request, License, Action, Known Error, Knowledge, Project, Contract, Employee, Location, Service Request Catalog.
- You can only subscribe to the visible fields displayed in forms.
Procedures
See the procedure
See the procedure
Change the subscription to a form
See the procedure
Delete subscriptions from forms for all users
Note: Only for authorized user profiles. See the procedure
Structure of the graphic interface
Description
(1): Top banner
- The banner appears in all Service Manager screens.
- It contains a customizable logo, a search field that also displays the browsing history and actions performed, a quick creation button for tickets, a notification bar, the user information zone and the logout button.
(2): Menu pane
- The pane appears in all Service Manager screens.
- Users can customize it with the relevant menu items authorized for their user profile. They can also add favorites and links to websites, apps and quick access commands /.
(3): Home page
- The Home page displays information and indicators in a Service Apps app.
- You can access it by clicking the logo in the top banner, provided the logged-in user's profile is authorized to access the app. You can also access it by clicking the
Home menu item in the menu pane. This menu item will appear only in the logged-in user's My Menu.
Notes
- Users can modify their interface language in the user information zone in My Details.
- An error message will appear if the screen resolution cannot display Service Manager screens correctly.
Functionalities
Search for records
See the interface in versions 2016 and earlier
- Service Manager provides many ways in which you can search for information, e.g. search field, search using column headers in a grid, full-text search, or predictive entry where a list of values is displayed progressively as you enter the characters for the search.
- Click one of the results to see the form of the record.
Different search options
- Using the search field in the top banner
- By default, the search will look for words that start with the search string.
- Memo fields can be included in the search. In this case, the Memo field containing the search string will be indicated by
. Hover over the icon to see the contents of the field. Note: You must first define the configuration in the Search Studio.
example Find the CRI string:
- For equipment, the CRI string is found in the asset tag
- For employees, the CRI string is found at the start of the email address
- For knowledge articles, the CRI string is found in the Memo Response field
- Using column headers in a grid
- Search all columns used to sort data, i.e. name followed by
- Predictive entry is used to display a list of results progressively as you enter the characters for the search.
example Search for a user whose name starts with mor
- Search all columns used to sort data, i.e. name followed by
- Using full-text search by clicking
in the right side bar of each form
- Search for a set of words or the results of an SQL query in certain objects such as incidents, problems or knowledge articles.
- Search results are displayed in a list by relevance.
example Search for objects containing the word Print
- Using predictive entry in all fields linked to lists of values or hierarchies.
See the procedure
example Employees, jobs, equipment, location
Notes
- You can configure how the results of certain search options are displayed in the Search Studio.
See Configurable elements
Characteristics of predictive entry
- Only for the search using column headers in a grid. 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, i.e. minimum value).
- The first ten records corresponding to the search criteria will appear. For a search run in a field, the first five will appear.
- Search criteria are linked using the AND operator and are not case-sensitive.
- You can define the search criteria in any order.
example Search criteria = Mia US
==> This will display: USA/Miami/Building 1 (= location); MIA32PUS Screen (= asset tag); Russel, Mia (= employee)
Characteristics of the search field in the top banner
- You can search for a string within a word by surrounding the string with the % character. Note: This search option requires a longer response time than the standard one.
example %fer% ==> Search for the fer string in all values, regardless of its position
- The
Search option at the top of the list of results enables you to toggle to Grid display mode.
- This display mode will display all search results. Note: The list of results will only display five records for each meta-object.
- If the search string is found in a Memo field, it will be indicated by
. Hover over the icon to see the contents of the field. Click
to display the entire field.
Note: The contents of Memo fields can be displayed even if they do not contain the search string. In this case, thedot will not be displayed and the
icon will appear in black which is the default theme color.
- This display mode will display all search results. Note: The list of results will only display five records for each meta-object.
Procedures
Configure the display of search results
Note: Only for authorized user profiles. See the procedure
Use predictive entry in List and Tree fields
1. Move the cursor over the input 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 input field.
List fields | Tree fields |
---|---|
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(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. |
View records
See the detailed description of views
See the interface in versions 2016 and earlier
- Views are used to display the records available to users for each menu item.
- You can display views in List mode by clicking the View drop-down list in the options bar.
- They can be combined with a display mode, e.g. Chart, Board, etc.
- Service Manager provides two types of views, i.e. views by list or views by grouping level (or by criterion).
example All Incidents menu item ==> View List; View by grouping level, e.g. View By Status, View By Location
Different types of views
- View 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 (or by criterion):
- Records are grouped by grouping level. Each grouping level corresponds to one or more criteria.
- Drill-down functionality -
See How to browse through a view by grouping level
- 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 (e.g. location or department), 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:
- Views with grouping levels can be displayed in List mode and in Chart mode using the Display drop-down list found next to the View list.
- At the lowest grouping level, only List mode is available.
Standard display List Chart display example View By Urgency
example Horizontal Bar Chart
Notes
- Users have access to the views defined for their user profile. A list is predefined for each menu item.
- If you are authorized to do so, you can click the Edit View
option at the bottom of the View list to modify a view.
- You can move cards using drag and drop only if the functionality was enabled in a view compatible with Board mode.
See the procedure
- 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 event of a change of address.
- The
Procedures
Browse through a view by grouping level using the drill-down functionality
Note: Only for authorized user profiles. See How to create a view and check its workability
1. Enable the geolocation service via Google Maps. See the procedure
2. Click on a map to access the lower levels associated with the location.
3. Drill down to the lowest level until the record is displayed.
Enable drag and drop in a view compatible with Board mode
Note: Only for authorized user profiles. See the procedure
Sort records
See the interface in versions 2016 and earlier
- By default, records will be sorted using the first column containing data, in ascending order for text and in descending order for dates.
- Any column where
is found in the column header can also be used to sort data.
example Sort incidents in ascending order by priority
Notes
- The sort option for records is enabled:
- In a grid in List mode.
- In a view at the lowest grouping level.
- You can define another default sort order for each view using the Sort property.
See the description
Procedures
1. Display data in a grid in List mode or in a view at the lowest grouping level.
2. Click the column header 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.
Filter records
See the interface in versions 2016 and earlier
- Filters are used to restrict relevant information 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:
- Using the Filter drop-down list in the options bar.
- Using the
icon available in the column headers. This is used to search for records using a list of options specific to the type of field.
See the procedure
- 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
- Using the Filter drop-down list in the options bar.
Notes
- Users have access to the filters defined for their user profile. A list is predefined for each menu item.
- If you are authorized to do so, you can click the Edit Filter
option at the bottom of the Filter drop-down list to modify a filter.
- A filter will remain active as long as it has not been disabled.
- You can apply multiple filters at the same time in different column headers. You can save the configuration in a filter specific to the user. The custom filter will appear in the Filter drop-down list in the options bar, in the User Filters section.
- You can save quick filters. They are specific to each user, regardless of the workstation used, and are stored after logout.
Procedures
1. Select None from the Filter drop-down list in the options bar.
All of the records for the current menu item will automatically appear.
1. Click in the column header to filter records.
Filter options specific to the type of field will appear.
2. Define your filter criteria.
3. Click Add Filter.
- The filter applied will automatically appear in the top banner.
- Data in the grid will be refreshed to display the records corresponding to the filter criteria.
4. (optional) You can narrow down the records displayed by defining filters in other column headers.
New filters will automatically appear in the top banner.
5. Delete the filters if you do not want to apply them.
- You can click x next to the relevant filter.
- You can click Delete All to delete all filters.
6. (optional) Save the filter criteria so you can use them again.
- Click
in the top banner.
- Enter a name for the filter.
The custom filter will be added to the Filter drop-down list in the options bar, in the User Filters section.
1. Click to the right of the options bar and select
Filter.
2. Enter your search criteria.
- Select the search fields from each drop-down list.
- Specify the value you want in the input 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.
6. Delete the quick filters you no longer use.
- Click
and select
Filter.
- Select the relevant filter.
- Click Delete.
Select records
See the interface in versions 2016 and earlier
- You select records to perform a given action on all of them at the same time.
example Run a wizard on a list of selected records
- You can do this:
- In List mode
- In a view at the lowest grouping level
- Via a search run on bar codes
Notes
- Click a row to add it to your selection. They will be highlighted in
.
- The number of selected records will appear 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
list to the right of the options bar provides several options.
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|
Procedures
1. Display data in a grid in List mode or in a view at the lowest grouping level.
2. (optional) Apply a filter to restrict the number of records displayed.
3. Click to select the rows you want.
- Selected rows will be highlighted in
.
- The number of selected records will appear to the left of
.
4. (optional) Modify or finish your selection.
- Click a row to remove it from the selection.
- Select another view and click the relevant rows to add them to your selection.
The number of records will automatically be updated.
1. Click to the right of the options bar.
2. Click Select All.
All records will automatically be selected.
3. (optional) Modify your selection by removing the rows you do not want.
Select records automatically by bar code
1. Click and select
Bar Code Selection.
2. Copy bar codes from an external file and paste them in the input field.
example Select assets
3. Specify the separator, e.g. tab, semicolon, or line break, used in the external file.
4. Click OK.
All records corresponding to the specified asset tags will be displayed and automatically selected.
1. Click to the right of the options bar.
2. Click Empty the Selection.
All records will automatically be unselected.
Export records
See the interface in versions 2016 and earlier
- An export consists of extracting data from records in the Service Manager database.
- The export takes into account all records included in the active filter currently applied when the export is run.
- Data can be exported to different file formats. It can also be encrypted for security reasons.
Notes
- To optimize performance, a warning will appear if the number of records exceeds the maximum number of records defined in Other Parameters in {SM} Restrict the export and printing of grids to N records.
- Only the first N records will be exported.
- The default value is 1000 records.
- 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.
- In Other Parameters, if the value of the {SM} Restrict the export and printing of grids to N records parameter is 0, this will disable the parameter and no control will be run on the number of records to be exported. This may have an adverse effect on performance.
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.
- Column headers are displayed in the first row.
- There is one row per record.
- 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
1. Select the menu item whose records you want to export and select the List view.
2. Click in the title bar and select Export.
A dialog box will appear asking you to save the export file.
3. Click Save As.
The file will be saved in CSV format in your Downloads folder. Its name will be based on the name of the menu item.
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.
Upload documents
See the interface in versions 2016 and earlier
- Uploading documents consists of attaching files to the current object.
example Documents attached to an Incident form, e.g. description, screenshots, log
- You can see file attachments in the Attachments tab in each form.
- You can upload attachments using the New wizard at the top of the 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
1. Open the form you want.
2. Select the Attachments tab.
3. Run the New wizard.
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. Define access to the file on the Self Service portal using the Public box.
- To display the document on the portal and authorize users to download it, tick the box.
- To hide the document on the portal, do not tick the box.
6. (optional) Click to remove a file.
7. Click Close.
The Attachments tab will be updated.
Quick access commands (using the slash /)
- The search field in the top banner is used to access shortcuts to filters, wizards, services and websites.
- You can configure shortcuts using quick access commands.
- You call a quick access command using the slash / followed by the shortcut to the command.
Notes
- The quick access commands available will depend on the user profile.
- They are used to search multiple fields in a single table.
- You can configure the relevant tables and fields on which the commands will run in the Search Studio.
- A quick access command may require additional parameters.
example Enter the command, /NewBadge ==> Specify the recipient
Procedures
UseQuickCommand_Procedure
1. Enter the slash / in the search field.
The list of quick access commands will automatically be displayed.
2. Select the quick access command you want to run.
3. (optional) Specify the search value based on the type of command.
- If predictive entry is enabled for the command, the list of values containing the characters entered will automatically appear.
- Select the relevant value and click
.
- The command will run using the selected value.
example Open the Employee form
- For Link commands, the website will appear in a new tab of the Web browser.
- The command will run using the selected value.