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

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

Procedures

Access Service Manager

Change your password

Request a new password if the password is forgotten

Manage user passwords

Define an Employee password policy

Modify the logo on the login page

Modify the email message for forgotten passwords

Force a default account in the login page

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

Log out of Service Manager

Display the Service Manager imminent logout message

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.

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.
• 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.

Click to see an example

• 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 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 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 option and then click the logo or select the 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 option and then click the logo or select the 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 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

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.

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

Use the embedded version of an app

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.

• Users can configure their menu pane using the 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 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

Hide the menu pane

Resize the menu pane

Customize the menu pane (User mode)

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

Manage favorites

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 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

Create a favorite

Open a favorite

Manage favorites

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

Open a browsing history link

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. 

Description

evie notifications for processes and subscription notifications
Icon	Counter
	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. Click the notification ID to open the form. Click View all messages to display notifications in a dedicated tab. The icon will appear next to a notification when it is a subscription notification of the logged-in user. You can display or hide notifications. See the procedures
Quick Dashboard
Icon	Counter
	Number of Late actions or approvals assigned specifically to the logged-in user (actions whose OLA target date is exceeded)
	Number of To Do actions or approvals assigned specifically to the logged-in user (actions whose actual start and end dates are not specified)
	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.
Discussions
Icon	Counter
	Number of discussions unread by the logged-in user

Procedures

Display the Quick Dashboard in the notification bar

(Back Office) Use the Quick Dashboard

(Back Office) Auto-assign yourself an action

(Back Office) Create evie notifications

Subscribe to a form

Hide a notification

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.

  

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

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

Configure notifications

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
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
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 (option is disabled)
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.
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 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).

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.
  • 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

Procedures

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

Enable drag and drop in a view compatible with Board mode

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

Toolbar specific to related elements

Icon	Description		Display
New	Add a new record to the related element using the specific creation wizard.
	Display related elements in List mode with one row for each related element. Click to switch to Card mode.		Card mode	List mode
	Display related elements in full screen mode. Only the top banner will remain displayed. Click to return to standard mode.		Standard mode	Full screen mode
	Display one tab only in the column. Click to return to the standard display of all tabs.		All tabs mode	Single tab mode
	Access the tab in edit mode to modify the default display of the tab. Note: Only for authorized user profiles.   See the procedure
v	Hide the details of the tab. Only the header is displayed. Click > to display the details again.		Details mode	Header mode
	Delete a record In Card mode, the icon will appear when the cursor hovers over the element.

Options specific to fields

Icon	Access	Function	Description
	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.
	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.
	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 in the browser toolbar to return to the current form. When you click the icon in the Details popup window, nested windows will appear. example Details on the location within the user popup window
	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.
	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.
	Top right of the field	Display related information	Used to display additional information related to a field such as a workflow, network ID, etc.
	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/.
	Top right of the field Note: Only for Service fields	Display CMDB graph	Used to display the CMDB graph.
	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.
          

Procedures

Open a form

Update tabs

Modify the display of the form overview

Return to the default display of the form overview

Modify the form presentation

Manage and configure the list of related elements

Link contextual apps to a form

Define tag colors

Create a deep linking interaction

Subscribe to a form

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.   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 See the procedure 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.   See the procedure
Organize Related Elements	Form mode	Modify the display of Related Elements tabs   - 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

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

Manage and configure related elements

Manage favorites

Display data 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

Run a wizard

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.
            
            

• 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

Create a quick call

Create a case via a simplified quick call

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.
            example   Problem
  • A topic unrelated to Service Manager. They can be organized into three categories: event, question and information. Each is indicated by a specific icon.
            example   What is your preferred remote access tool?

Notes

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

Procedures

Create a discussion

Contribute to and follow a discussion

Search a discussion

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

Subscribe to a form

Unsubscribe from a form

Change the subscription to a form

Delete subscriptions from forms for all users

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

    
    

• 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.

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, the  dot will not be displayed and the  icon will appear in black which is the default theme color.
            

Procedures

Configure the display of search results

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 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
(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.

Procedures

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

Modify a view

Use Google Maps mode

Enable drag and drop in a view compatible with Board mode

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

Sort records in a grid

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
            

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

Disable the current filter

Filter column headers using

Use the quick filter

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.

Empty the Selection Bar Code Selection

Procedures

Select records manually

Select all records

Select records automatically by bar code

Clear the current selection

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

Export records to a CSV file

Export records to a file

Export records in base64 format

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

Manage attachments in a form

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

Use quick access commands