Service Manager - The Graphical User Interface

Last modified on 2024/03/11 16:43

Oxygen+
    Open url.png See versions 2016 and earlier.

   We are currently in the process of revamping the Service Manager style guide. The wiki will progressively be updated. As such, some of the screens shown below may be different from the ones in the final interface.

Structure of the graphic interface

       Fundamentals - evsm GUI.png

Description

  (1): Top banner

  (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 page icon.png 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 > My Details.
  • Users can customize the visual appearance of the Service Manager app based on personal preferences, e.g. colors, fonts, graphic properties of buttons and borders, etc. in the user information zone > Theme management.
  • An error message will appear if the screen resolution cannot display Service Manager screens correctly.
            Error message screen resolution.png

Best Practice

  • The Service Manager version is displayed at the bottom of the login window. Open url.png See Login.

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. Open url.png See the Web accessibility principles.

Secure access to data

  • Connection to Service Manager is secure. Login is performed via the login page.

   The password management has security against brute force attacks.

  • 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. Open url.png 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.

Fundamentals

Login

       Fundamentals - Connexion page.png

  • 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. Open url.png See Different Service Manager platform accounts
  • The Service Manager version is displayed at the bottom of the login window.

Notes

   The password management has security against brute force attacks.

  • 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

Access Service Manager

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.

Change your password

1. Click the user information zone Fundamentals - User management zone - Little.png in the top banner.

2. Select Password close icon.png Change my Password.

Fundamentals - Change password.png

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.

Fundamentals - Forgot password.png

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.

Fundamentals - Temporary password expired.png

5. Modify the temporary password via the user information zone > Password close icon.png Change my Password option.

Your previous password will be reset and will no longer be usable.

Manage user passwords

Note: Only for authorized user profiles. Open url.png See password management procedures

Define an Employee password policy

Note: Only for authorized user profiles. Open url.png See the procedure

Modify the logo on the login page

Note: Only for authorized user profiles. Open url.png See the procedure

Modify the email message for forgotten passwords

Note: Only for authorized user profiles. Open url.png See the procedure

Force a default account in the login page

Note: Only for authorized user profiles. Open url.png See the procedure

Logout

       Fundamentals - Logout.png

  • Click Logout icon.pngin the top banner to log out of  Service ManagerLogout icon.png.

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.
         Fundamentals - Disconnection message.png
    • 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

Log out of Service Manager

1. Click Logout icon.png.

2. (optional) A warning message will ask if you want to save the changes made. These will be highlighted in   yellow  .

Fundamentals - Quit without saving.png

  • 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

   You must install Service Apps in order to configure the Home page. To find out more, please contact your EasyVista consultant.

       Fundamentals - Home page.png

  • The app displayed in the Home page can be defined at three levels:
    • Globally (Global menu icon.png 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 icon.png My Menu option) in the menu editor by clicking Open menu editor icon.png Edit at the bottom of the menu pane (3). To do this, they must have the appropriate access rights assigned to their user profile.

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 icon.png 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 icon.png My Menu option was active during their last session.
  • When users click Global menu icon.png Global Menu or My menu icon.png 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 icon.png 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 icon.png 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 page icon.png 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 icon.png 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
Log in to Service Manager again after enabling the Global menu icon.png Global Menu option during your last session
  • App defined for the profile: Approval Management
  • If unavailable, the app defined globally in Other Parameters: Standard Service Workplace
Log in to Service Manager again after enabling the My menu icon.png My Menu option during your last session
  • App defined by users in the menu editor: Corporate Directory
  • If unavailable, the app defined for the profile: Approval Management
  • If unavailable, the app defined globally in Other Parameters: Standard Service Workplace
Click the Global menu icon.png Global Menu option and then click the logo or select the Home page icon.png Home menu item
  • App defined by users in the menu editor: Corporate Directory
  • If unavailable, the app defined for the profile: Approval Management
  • If unavailable, the app defined globally in Other Parameters: Standard Service Workplace
Click the My menu icon.png My Menu option and then click the logo or select the Home page icon.png Home menu item
  • App defined by users in the menu editor: Corporate Directory
  • If unavailable, the app defined for the profile: Approval Management
  • If unavailable, the app defined globally in Other Parameters: Standard Service Workplace

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 page icon.png Home menu item or by clicking the logo in the top banner.
  • An error message will appear if the app cannot be found.
         Fundamentals - Home page - Error app not found.png
  • When the My menu icon.png My Menu option is active, the Home page icon.png 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 page icon.png 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.
Best Practice icon.png
  • Click Quick filter icon.png 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 Apps - Drop-down list Pages.png in the graphic editor toolbar.
    • Click EVApps - GUI - Execute icon.png to run the app.
    • Copy the values below in yellow found in the app URL.
    • Paste the values in the {MENU} parameters.
example   https://40000-apps.easyvista.com/index.php?timestamp=...&name=com.40000.618bd9d3bcd20&page=5e3d24296c8e1
  • {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 Open menu editor icon.png Edit at the bottom of the menu pane.

The menu editor will appear.

3. Click the menu item, Home page icon.png 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 Open menu editor icon.png Edit at the bottom of the menu pane.

The menu editor will appear.

2. Click the menu item, Home page icon.png 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.

    Embedded template in Service Manager - Embedded page.png

  • Click Update Home.

Menu pane

     Open url.png See the interface in versions 2016 and earlier

       Fundamentals - Menu.png

  • 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 icon.png 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 icon.png My Menu option.
  • Users can configure their menu pane using the Open menu editor icon.png Edit option. This opens the menu editor where they can:
    • Add folders, favorites (frequently accessed menu items) and shortcuts to Service Apps apps and websites.
    • Select the Home page from a list of Service Apps apps authorized for the user.
  • 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 page icon.png 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.
            Fundamentals - Menu - Filter option.png

Notes

  • The menu pane always appears to the left of the screen. Click Fundamentals - Menu - Hide pane icon.png at the top of the pane to hide it. You can also resize it. Open url.png See the procedure
  • Display the menu pane options by clicking Hide menu options pane icon.png at the bottom of the menu pane.
  • Click the Home page icon.png Home menu pane to return to the Home page. It is displayed only when the My menu icon.png My Menu option is active.
  • The contents in the Favorites icon.png My Favorites menu item are specific to each user. Open url.png See the description
  • By default, the My menu icon.png My Menu option only displays the mandatory menu items for the user profile.
  • The Open menu editor icon.png 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

Hide the menu pane

1. Click Fundamentals - Menu - Hide pane icon.png at the top of the menu pane.

The menu pane will automatically be hidden.

Fundamentals - Menu - Pane open.png

2. Hover over the Fundamentals - Menu - Display and hide pane with mouse hover icon.png icon.

The menu pane will appear temporarily.

3. Click Fundamentals - Menu - Display pane icon.png.

The menu pane will appear again.

Fundamentals - Menu - Display with mouse hover.png

Resize the menu pane

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.

Fundamentals - Menu - Resize.png

Customize the menu pane (User mode)

Configure the menu pane for a user profile (Administrator mode)

Manage favorites

Favorites

     Open url.png See the interface in versions 2016 and earlier

       Fundamentals - Favorites.png

  • 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 Quick filter icon.png 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 Favorites icon.png My Favorites folder.
    • The folder is available and identical in the two menu pane options, My menu icon.png My Menu and Global menu icon.png Global Menu.
  • The number of favorites displayed by default is defined in Other Parameters > {ADMIN} Number of favorites saved.

   The value specified will apply to all users.

  • When this value is exceeded, the most recent favorites will replace the least recent ones.

Procedures

Create a favorite

1. Display the relevant screen in List mode.

2. Enable the filter and view you want.

3. (optional) Click Quick filter icon.png in the column header to apply a user filter. Note: You must save the filter. Open url.png See the procedure

4. Click Tools icon.png 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 Favorites icon.png My Favorites folder in the menu pane.

Default name= Menu name, filter name or view name

Open a favorite

1. Click Open section icon.png to open the Favorites icon.png My Favorites folder in the menu pane.

2. Select the favorite you want.

The list will appear.

Manage favorites

1. Display the menu pane options by clicking Hide menu options pane icon.png at the bottom of the menu pane.

2. Click Open menu editor icon.png Edit.

The menu editor will appear.

2. Select the My Favorites tab.

Fundamentals - Favorites - Edit.png

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 Delete icon.png next to the favorite.

4. Click Save.

The Favorites icon.png My Favorites folder will be refreshed.

Browsing history

     Open url.png See the interface in versions 2016 and earlier

       Fundamentals - History.png

  • 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.
            Fundamentals - Searching bar.png
  • The number of links stored by default in the browsing history is defined in Other Parameters > {ADMIN} Number of links stored in browsing history.

   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.
            Fundamentals - History - Displayed information.png

Procedures

Open a browsing history link

Notification bar

     Open url.png See the interface in versions 2016 and earlier

       Fundamentals - Notification bar.png

  • 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. Open url.png 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. Open url.png See the procedure
  • Only evie users can generate evie notifications. To do this, the Is EVIE box in the Employee form must be selected. Open url.png See the procedure
  • On screens with a resolution of less than 1200 pixels, notification icons will overlap the search field.
         Fundamentals - Notification bar - Grouping of notification icons off.png
    • Click in the search field to group and hide them automatically behind the Hide notification icons.png icon.
           Fundamentals - Notification bar - Grouping of notification icons on.png
    • Click outside the search field to display them again. 

Description

evie notifications for processes and subscription notifications
Icon Counter
Notification icon - evie notifications.png Number of notifications sent during the Send Notification step for processes (workflows or business rules) and number of notifications for subscriptions to forms.
  • Click the icon to display notifications in a popup window.

    Notifications - List in a popup.png

  • Click the notification ID to open the form.
  • Click View all messages to display notifications in a dedicated tab.

    Notifications - List in the dedicated tab.png

  • The Subscription icon.png icon will appear next to a notification when it is a subscription notification of the logged-in user.

    Notification with subscription icon.png

  • You can display or hide notifications. Open url.png See the procedures
Quick Dashboard
Icon Counter
Notification icon - My late actions.png Number of Late actions or approvals assigned specifically to the logged-in user

(actions whose OLA target date is exceeded)

Notification icon - My to do actions.png Number of To Do actions or approvals assigned specifically to the logged-in user

(actions whose actual start and end dates are not specified)

Notification icon - My groups actions.png 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)

  • Click one of the Quick Dashboard counters to display the list of associated objects.

    Quick Dashboard BO window.png

Discussions
Icon Counter
Notification icon - Discussions.png Number of discussions unread by the logged-in user

Procedures

Display the Quick Dashboard in the notification bar

Note: Only for authorized user profiles. Open url.png See the procedure

(Back Office) Use the Quick Dashboard

Open url.png 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 Assign icon.png 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

Open url.png See the procedure

Subscribe to a form

Open url.png See the procedure

Hide a notification

1. Click Notification icon - evie notifications.png in the top banner to display notifications.

2. Hover over the relevant notification.

3. Click the Hide link.

Notifications - Hide a notification.png

4. Click View all notifications to display it again in the list of notifications.

Delete one or more notifications

1. Click Notification icon - evie notifications.png 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.

    Notifications - Delete a notification.png

Delete all notifications

  • Select the Select All option.
  • Click Delete All.

    Notifications - Delete all notifications.png

Best Practice icon.png You can fine-tune your selection by unselecting the notifications you do not want to delete before clicking Delete.

Notifications - Delete a selection of notifications.png

Web browser notifications

       Fundamentals - Browser Notification bar.png

  • 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

Configure notifications

1. Click Wheel icon.png at the bottom of the notification.

Fundamentals - Browser Notification bar - Settings.png

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

     Open url.png See the interface in versions 2016 and earlier

       Fundamentals - User management zone - Content.png

  • The user information zone is found to the right of the top banner.
            Fundamentals - User management zone.png
  • 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
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

My subscriptions.png

Password close icon.png Change my Password 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 Display popup icon.png (option is disabled)

Fundamentals - User management zone - Show Grid Line Numbers on.png   Fundamentals - User management zone - Show Grid Line Numbers off.png

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.

Fundamentals - User management zone - Site map option.png

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
  • Default theme: Oxygen theme
  • Projector theme: theme with sharp contrasts for the enhanced display of elements when projected onto big screens

Notes:

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
    Fundamentals - List mode - Standard display.png
  • Chart: Pie
    Fundamentals - List mode - Graphical display.png
  • Cards: Board
    Fundamentals - List mode - Board display.png

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. Open url.png See the description
  • Details of records will appear in dedicated tabs.
            Fundamentals - List mode - Detail via tabs.png
    • 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 Forbidden icon.png 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. Open url.png 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.
    • Custom filters are not available. You must switch to List mode to enable them.
    • The CSV Export and JSON Export functionalities are not available.
  • 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
(1)   Top banner
  • List mode - Object icon.png: Icon used to identify the type of object displayed, e.g. incident, request, etc., followed by the title of the menu item.
  • Tools icon.png: List of contextual tools specific to the list.
  • More wizards: Used to access the list of wizards.
    • The three most recently used wizards will appear in front of this button, enabling you to access them quickly.
    • The other wizards are available in the list.
(2)   Filter..., View..., Display as..., Number of Records
  • Filter...: List of all filters defined for the menu item. The list of records will automatically be updated when the filter is modified.

    example Open incidents, late incidents

  • View...: List of all views defined for the menu item.

    example View By Group, View By Group/Status, View By Location

  • Display as (Note: Only for views with grouping levels): List of all data display modes.

    example List View (grid), Bar Chart, Pie

    Note: Board display mode is not available if:

    • The view is a list or a tree structure with grouping levels such as department or location.
    • The number of records exceeds 200. If this is the case, the Forbidden icon.png icon will appear together with an infotip.
  • ...Records: In a view with grouping levels, this shows the number of levels lower than the current level. When the List view is selected or when you drill down to the last grouping level, this shows the number of lowest-level records.
    • When you click the number, the number of records from levels lower than the current level will appear.

      Fundamentals - List mode - Number of records.png

  • ... Selected (Note: Only for lowest-level records): Number of records selected from the list.
(3) List of records
  • In a grid displaying the lowest-level records, when you click a sequence number or the magnifying glass icon Display popup icon.png in the first column of the grid, the form of the record will open in a tab. Click Open menu icon.png to the left of the tab bar to return to the list of records.

    Fundamentals - List mode - Click first column.png

  • In a view containing grouping levels, when you click the name of the level, this will display the lower levels (drill-down functionality).
  • In a chart, when you click an element of the current chart, this will display the chart for the lower levels. Infotips will appear when the cursor hovers over each element in the chart.

    Fundamentals - List mode - View by level and Graphical display.png

  • In Board display mode:
    • One column is displayed for each first-level item of the view.
    • One card is displayed for each last-level record of the view.
    • Click the card header to open the form of the record in a tab.
    • You can move cards using drag and drop only if the functionality was enabled in the view. Open url.png See the procedure

      Fundamentals - List mode - View by board mode display - Drag and drop.png

    • You can run a wizard directly once you have selected a given card.

      Fundamentals - List mode - View by board mode display.png

  • In grids displaying the lowest-level records and in Board display mode, the selected records will appear in Selected row color.png (default theme color).Open url.png See the selection options

Procedures

Modify access to forms, i.e. using the sequence number or magnifying glass icon Display popup icon.png

1. Click in the user information zone.

Fundamentals - User management zone - Content.png

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.

    Fundamentals - User management zone - Show Grid Line Numbers on.png

    *Option disabled: You access forms by clicking the magnifying glass icon Display popup icon.png next to each record.

    Fundamentals - User management zone - Show Grid Line Numbers off.png

Enable drag and drop in a view compatible with Board mode

Note: Only for authorized user profiles. Open url.png See the procedure

Form mode

     Open url.png See the form editor

     Open url.png See the interface in versions 2016 and earlier

       Fundamentals - Form.png

  • Forms are objects for accessing the details of Service Manager records.
  • Each form has a title (1), an overview of information in the top banner (2), information displayed in tabs (3) and (4) and a sidebar displaying contextual tabs to the form (5).
  • Characteristics of the fields:
    • 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. Open url.png 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
  • Other functionalities:
    • 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.
  • The right sidebar is used to access the following:

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. Open url.png See the procedure
  • Customers can configure forms based on their requirements in the form editor. Open url.png See the procedure (Note: Only for authorized user profiles).
  • 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.
            Fundamentals - Form - Reload button.png
  • You can resize panes (3), (4) and (5). To do this, place the cursor between the two panes and click and drag left or right to resize the panes as required.

   The configuration is specific to each user.

         Fundamentals - Form - Resize tab pane.png

Description

Zone     Description
(1)   Top banner
  • Form - Summary - Object icon.png: Icon used to identify the type of object displayed, e.g. incident, request, etc., followed by the title of the object.
  • Tools icon.png: List of contextual tools specific to the form.
  • Save icon.png: Used to save the form.
    • The icon is grayed out when no modifications have been made.
    • It is green while modifications are being saved.
    • A warning will appear if you want to exit the form without saving the changes made.
  • Wizards list icon.png: Used to access the list of wizards.
    • The three most recently used wizards will appear as buttons, enabling you to access them quickly.
    • The other wizards are available in the list.
(2)   Overview of the form
  • Most important information in the form, e.g. number, description, manager, status, impact, urgency, etc.
  • In the forms of process elements such as incidents, requests or problems, the life cycle is displayed

Note:

  • You can customize this when you switch to edit mode. You must then complete the Overview section. Open url.png See the procedure
(3)   Tabs in the left pane of the form
  • Details: Detailed information in the form.
    • Some information is grouped in sub-sections at the bottom of the screen.

      example   Financial data on equipment

  • Activity (Note: Only for Incident/Service Request/Problem forms): Section describing the current object followed by a timeline that displays the list of successive actions performed in processing the object. Open url.png See the description of the Activity tab
  • Discussion: List of discussions associated with the current object.
    • The counter displayed next to the tab name indicates the number of unread discussions.
(4)   Tabs in the right pane of the form

Tabs are divided into two lists:

  • Related Elements: List of related elements with data.
  • More: List of related elements without any data.

Note:

  • Each tab has a contextual toolbar. Open url.png See the description

    Fundamentals - Form - Related elements toolbar.png

  • The Attachments tab is always displayed in the Related Elements list, even when it does not contain any data.
  • The toolbar also displays the list of contextual wizards.
  • Click each related element to display its details in a popup window.
  • When you create a related element in the More tab, it will be moved to the Related Elements list. If a tab does not contain any related element data, it will be moved to the More list.
  • The number of elements in each tab is displayed after the title. It is updated each time related elements are added or deleted.
  • By default, a maximum of four elements are displayed in each tab. Click View All at the bottom of the tab to display all related elements.
(5)   Contextual right sidebar
  • Configuration of the right pane:

       The configuration is specific to each user.

    • Place the cursor on the left edge of the pane and click and drag left or right to resize the right pane as required.
    • Click Ping icon.png to pin the right pane and keep it displayed in the foreground.
    • Click the tab in the right sidebar or click the minimize icon at the top of the pane to close the pane.

Fundamentals - Form - Right sidebar functionalities.png

Toolbar specific to related elements

          Fundamentals - Form - Related elements toolbar.png

Icon Description Display
New Add a new record to the related element using the specific creation wizard.
Map mode icon.png Display related elements in List mode with one row for each related element.

Click Grid mode icon.png to switch to Card mode.

Card mode

Fundamentals - Form - Tab - Map mode.png

List mode

Fundamentals - Form - Tab - Grid mode.png

Full screen mode icon - off.png Display related elements in full screen mode. Only the top banner will remain displayed.

Click Full screen mode icon - on.png to return to standard mode.

Standard mode

Fundamentals - Form - Tab - Full screen off mode.png

Full screen mode

Fundamentals - Form - Tab - Full screen on mode.png

Extended column icon - off.png Display one tab only in the column.

Click Extended column icon - on.png to return to the standard display of all tabs.

All tabs mode

Fundamentals - Form - Tab - Extended mode off.png

Single tab mode

Fundamentals - Form - Tab - Extended mode on.png

Apps - Edit icon.png Access the tab in edit mode to modify the default display of the tab.

Note: Only for authorized user profiles.   Open url.png See the procedure

v Hide the details of the tab. Only the header is displayed.

Click > to display the details again.

Details mode

Fundamentals - Form - Tab - Detail mode on.png

Header mode

Fundamentals - Form - Tab - Detail mode off.png

Trash icon.png 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.

       Fundamentals - Form - Contextual icons.png

Icon Access Function Description
List open icon.png On hover over the field

Note:

  • Only for List fields
  • Icons are always displayed on tablets
Select a value The list of possible values will appear in a popup window.
Tree open icon.png On hover over the field

Note:

  • Only for Tree fields
  • Icons are always displayed on tablets
Select a value The list of possible values will appear in a popup window.
Display popup icon.png Top right of the field View in a popup Used to display the record in a popup window.
  • Click the cross x to close the window.
  • Details: Used to open the form of the related record. Click Back icon.png in the browser toolbar to return to the current form.
  • When you click the Display popup icon.png icon in the Details popup window, nested windows will appear.

    example Details on the location within the user popup window

Mail icon.png 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.
View map location icon.png Top right of the field

Note: Only for Location fields

Google MapsUsed to access Google Maps and indicate the location of the address on the map.
Open link icon.png Top right of the field Display related information Used to display additional information related to a field such as a workflow, network ID, etc.
Open link icon.png Top right of the field

Note: Only for Type fields

View UNSPC informationUsed to display additional information related to a product or service via the website, http://www.unspsc.org/.
CMDB Graph icon.png Top right of the field

Note: Only for Service fields

Display CMDB graphUsed to display the CMDB graph.
Deep Linking icons.png On hover over the field

Note: Only for fields where a deep linking interaction is configured

Access a third-party collaboration toolRun 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.
            Fundamentals - Form - Toolbar in Memo field.png
  • You can add images by copying and pasting them.
    • When you click the image, a context-specific toolbar will appear.
            Fundamentals - Form - Image toolbar in Memo field.png

Procedures

Open a form

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.

Update tabs

1. Add a related element

  • Click the New wizard at the top of the tab.

    Fundamentals - Form - New wizard.png

2. Delete an element

  • Hover over the element and click Trash icon.png.

    Fundamentals - Form - Delete wizard.png

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 Tools icon.png > Edit Form.

3. Complete the Overview section.

Form - Overview.png

  • 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

Form - Overview - Example List mode.png

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.

Form - Overview - Example Form mode.png

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 Tools icon.png > Edit Form.

3. Delete the information in the Overview section.

Form edit - no overview.png

4. Click Save and Close.

The first six fields in the form will automatically appear.

Form - no overview.png

Modify the form presentation

Note: Only for authorized user profiles. Open url.png See the procedure

Manage and configure the list of related elements

Note: Only for authorized user profiles. Open url.png See the procedure

Link contextual apps to a form

Note: Only for authorized user profiles. Open url.png See the procedure

Define tag colors

Note: Only for authorized user profiles.   Open url.png See the procedure

Create a deep linking interaction

Note: Only for authorized user profiles.   Open url.png See the procedures

Subscribe to a form

Open url.png See the procedure

Tools

     Open url.png See the interface in versions 2016 and earlier

       Fundamentals - Tools - Content - List mode.png  Fundamentals - Tools - Content - Form mode.png

  • 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 Tools icon.png found in the top banner of each screen, in List or Form mode, to access the tools.
         Fundamentals - Tools.png

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.
            Fundamentals - Tools - Active option.png

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.   Open url.png See the procedure

Print List mode Print the list of records
  • Several formats are available: CSV, HTML, PDF, XML, etc.
  • The report can be sent by email or downloaded.
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)
  • You can select the fields to be encoded.
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

Open url.png See the procedure

Open url.png See the REST API - Execute an internal query method

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.   Open url.png See the procedure

Organize Related Elements Form mode Modify the display of Related Elements tabs   - Open url.png See the procedure
  • The visibility and order of related elements are specific to each user, regardless of the workstation used. These parameters are stored after logout.
Email Form mode Send a list of attachments related to the current form by email

Procedures

Modify the form presentation

Note: Only for authorized user profiles. Open url.png See the procedure

Modify the visibility and order of related elements (configuration specific to each user)

1. Open the form you want.

2. Click Tools icon.png 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). Fundamentals - Tools - Display related elements.png

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. Open url.png See the procedure

Manage favorites

Open url.png See the procedure

Display data in JSON format

1. Display a screen in List mode and select the relevant data.

2. Click Tools icon.png 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:

https://{your_server}}/api/v1/{your_account}/internalqueries?queryguid={....}&filterguid={....}&viewguid={....}

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

     Open url.png See the interface in versions 2016 and earlier

       Fundamentals - Wizards - Content.png

  • 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.
            Fundamentals - Wizards.png

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.
            Fundamentals - Wizards - Active option.png
  • The three most recently used wizards appear as buttons in the top banner.
  • The other wizards are available in the listWizards list icon.png.

Procedures

Run a wizard

1. In List mode, select all relevant records to perform a global update.

2. Select the wizard you want.

Quick Call

     Open url.png See the interface in versions 2016 and earlier

       Fundamentals - Ticket.png

  • 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.
               Create ticket via Quick creation button.png
    • 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.
              Create ticket via search bar.png
              Create ticket via search bar - Title.png
  • Resume a quick call: If there are suspended tickets for the user, the Ticket - List button.png button can be used to display the list. Click one of the tickets to resume processing.
            Tickets list.png

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.
  • Pepper AI | Suggestions proposes actions, recommendations and suggestions in order to facilitate and speed up the operations related to ticket creation and resolution, e.g. ticket category, urgency level, etc.
  • Pepper AI | Automations services in quick calls include a set of REST methods (functionalities and services) using specific business rules  based on artificial intelligence models. The aim is to help improve the way tickets are created and qualified. These services include AI Toolbox - Sentiment Analysis (for urgency levels) and AI Toolbox - Headlines (for titles).

Caution

  • To implement Pepper AI services, you must first import a package containing the dedicated business rules to Service Manager. This package is called AI ToolBox. Please contact your EasyVista consultant if you wish to import this package.
  • Case management uses a simplified quick call which is based on a conditional form presentation of a ticket.

Procedures

Create a quick call

Open url.png See the procedure

Create a case via a simplified quick call

Open url.png See the procedure

Discussions

     Open url.png See the detailed description

       Fundamentals - Discussions.png

  • 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  Discussion - Problems icon.png 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  Discussion - Question icon.png 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.

Procedures

Create a discussion

Open url.png See the procedure

Contribute to and follow a discussion

Open url.png See the procedure

Search a discussion

Open url.png See the procedure

Subscriptions to forms

     Open url.png See the detailed description

       View details of a subscription.png

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 Notification icon - evie notifications.png.
  • 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

Subscribe to a form

Open url.png See the procedure

Unsubscribe from a form

Open url.png See the procedure

Change the subscription to a form

Open url.png See the procedure

Delete subscriptions from forms for all users

Note: Only for authorized user profiles. Open url.png See the procedure

Structure of the graphic interface

       Fundamentals - evsm GUI.png

Description

  (1): Top banner

  (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 page icon.png 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.
            Error message screen resolution.png

Functionalities

Search for records

     Open url.png 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 Memo display on icon.png. 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

      Search via area.png

  • Using column headers in a grid
    • Search all columns used to sort data, i.e. name followed by Grey Up and down arrow icon.png
    • 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 via column header.png
      Search via column header - Result.png

  • Using full-text search by clicking Full-Text Search button.png in the right sidebar 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

      Search via full-text.png

  • Using predictive entry in all fields linked to lists of values or hierarchies. Open url.png See the procedure

    example  Employees, jobs, equipment, location

    Search via field.png

Notes

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

    Search via area - Within a word.png

  • The Display popup icon.png Search option at the top of the list of results enables you to toggle to Grid display mode.
            Search via area - Search for option.png
    • This display mode will display all search results. Note: The list of results will only display five records for each meta-object.
              Search via area - Search for option - Results.png
    • If the search string is found in a Memo field, it will be indicated by Memo display on icon.png. Hover over the icon to see the contents of the field. Click Display detail icon.png 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, the Green bullet.png dot will not be displayed and the Memo display off icon.png icon will appear in black which is the default theme color.
              Search via area - Search for option - Results memo.png

Procedures

Configure the display of search results

Note: Only for authorized user profiles. Open url.png See the procedure

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 input field.

2. Click List open icon.png (List field) or Tree open icon.png (Tree field).

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

Note:

  • The icons are always displayed on tablets.
  • Delete icon.png: Used to reinitialize the input field.
List fields Tree fields
Search - List field icons.png Search - Tree field icons.png

(1): Search field

(2): To modify the filter criteria, click the relevant column.

Search - List values.png

(1): Search field

(2): Tree structure of values. Note: Enable the functionality in Other Parameters > {ADMIN} Hide archived roots to display archived roots.

Search - Tree values.png

View records

     Open url.png See the detailed description of views

     Open url.png 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.
            View via list.png
  • 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
      View by list.png

  • 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 - Open url.png 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 modes of grouping levels:
      • Views with grouping levels can be displayed in List display mode or in Chart display mode using the Display drop-down list found next to the View list.
      • At the lowest grouping level, only List display mode is available.
           View via list - Display tools.png
List display mode Chart display mode

example View By Urgency - List display mode

View by grouping levels - Standard display.png

example Horizontal Bar Chart display mode

View by grouping levels - Graphical display.png

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 Edit icon.png 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. Open url.png See the procedure
  • View By Location display mode uses the Google Maps geolocation service to display markers on a map.
    • You are required to have a Google Maps API key and configure the service before you can use it. Open url.png See Geolocation using Google Maps.
    • The Google map icon.png markers are displayed using information such as the location name, address, city, country, etc.
    • The Google map green icon.png markers indicate the presence of records associated with the root level.
  • The Google Maps service can only locate static addresses that are specified in advance.

Procedures

Browse through a view by grouping level using the drill-down functionality

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.

    View by grouping levels - Breadcrumb.png

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. Open url.png See How to create a view and check its workability

Use View By Location display mode (Google Maps geolocation)

1. Enable the geolocation service via Google Maps. Open url.png See the procedure

2. Click Google map icon.png 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. Open url.png See the procedure

Sort records

     Open url.png 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 Grey Up and down arrow icon.png is found in the column header can also be used to sort data.

    example  Sort incidents in ascending order by priority
    Sort records.png

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. Open url.png See the description

Procedures

Sort records in a grid

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. Black Up arrow icon.png is displayed to the right of the column header.

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

Black Down arrow icon.png is displayed to the right of the column header.

   Click the column label and not on the Black Up arrow icon.png Black Down arrow icon.png arrows.

Filter records

     Open url.png 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.
              Filter via list.png
       
    • Using the Quick filter icon.png icon available in the column headers. This is used to search for records using a list of options specific to the type of field. Open url.png See the procedure
              Filter via column header.png
       
    • Using a quick filter by selecting Quick filter icon.png Filter. You then search for records using a maximum of three criteria and the AND/OR operators. Open url.png See the procedure
              Filter via Quick filter.png

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 Edit icon.png 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

Disable the current filter

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.

Filter column headers using Quick filter icon.png

1. Click Quick filter icon.png in the column header to filter records.

Filter via column header - Selection header.png

Filter options specific to the type of field will appear.

Filter via column header - Criteria list.png

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.

Filter via column header - Result.png

4. (optional) You can narrow down the records displayed by defining filters in other column headers.

Filter via column header - Multi-criteria.png

New filters will automatically appear in the top banner.

Filter via column header - Result multi-criteria.png

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 Browse grey points icon.png in the top banner.

    Filter via column header - Save filters.png

  • 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.

    Filter via column header - Result save filters.png

Use the quick filter

1. Click Black Down arrow icon.png to the right of the options bar and select Quick filter icon.png Filter.

Quick filter - Access.png

2. Enter your search criteria.

Quick filter - Criteria.png

  • 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 Black Down arrow icon.png again and select Quick filter icon.png Filter.

Data in the grid will be refreshed to display all records.

6. Delete the quick filters you no longer use.

  • Click Black Down arrow icon.png and select Quick filter icon.png Filter.
  • Select the relevant filter.
  • Click Delete.

Select records

     Open url.png 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

Notes

  • Click a row to add it to your selection. They will be highlighted in Selected row color.png.
            Select records.png
  • The number of selected records will appear to the left of Black Down arrow icon.png. 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 Black Down arrow icon.png list to the right of the options bar provides several options.
Select records - Options.png

Empty selection icon.png Empty the Selection

Bar code selection icon.png Bar Code Selection

Procedures

Select records manually

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 Selected row color.png.
  • The number of selected records will appear to the left of Black Down arrow icon.png.

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.

Select all records

1. Click Black Down arrow icon.png to the right of the options bar.

2. Click Select all icon.png 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 Black Down arrow icon.png and select Bar code selection icon.png Bar Code Selection.

2. Copy bar codes from an external file and paste them in the input field.

example Select assets

Select records - Bar codes.png

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.

Clear the current selection

1. Click Black Down arrow icon.png to the right of the options bar.

2. Click Empty selection icon.png Empty the Selection.

All records will automatically be unselected.

Export records

     Open url.png 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. Open url.png 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

Export records to a CSV file

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

2. Click Tools icon.png 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.

Export records to a file

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

2. Click Tools icon.png in the title bar and select Print.

3. Select the file format you want.

Export records - Print option.png

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.

    Export records - Print option - PDF File.png

  • 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 Tools icon.png 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

     Open url.png 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.
            Upload file - Attachments tab.png
  • 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

Manage attachments in a form

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.

Upload file.png

4. Upload the file you want.

  • You can click and drag the file from your File Explorer to the Upload file - Green area.png field.
  • You can also click Upload file - Green area.png. 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 Delete red icon.png to remove a file.

7. Click Close.

The Attachments tab will be updated.

Quick access commands (using the slash /)

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

Use quick access commands

UseQuickCommand_Procedure

1. Enter the slash / in the search field.
         Search - Command entry.png
The list of quick access commands will automatically be displayed.
         Search - Commands list.png

2. Select the quick access command you want to run.

3. (optional) Specify the search value based on the type of command.
         Search - Command execution - Value entry.png

  • If predictive entry is enabled for the command, the list of values containing the characters entered will automatically appear.
             Search - Command execution - Autocompletion.png
  • Select the relevant value and click Display popup icon.png.
    • The command will run using the selected value.

      example  Open the Employee form Search - Command execution - Result.png

    • For Link commands, the website will appear in a new tab of the Web browser.
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