Structure of the graphic interface

Description

(1): Top banner

• The banner appears in all Service Manager app screens.
• It contains a customizable logo, a search field that also displays the browsing history and actions performed, a notification bar, the User information zone and the logout button.

(2): Sidebar menu pane

• The pane appears in all Service Manager app screens.
• Users can customize it with the relevant menu items they are authorized to access via 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 trends using a Service Apps app.
• You can access it by clicking the logo in the top banner (This is the app configured for the logged-in user profile) or via the Home item in the menu pane (It is displayed only via the customized menu of the logged-in user).

Notes

• Users can modify their interface language in My Details in the User information zone.
• A message will appear if the screen resolution cannot display properly the Service Manager screens.
           

Essential notions

Fundamentals

Logging in

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

Notes

• Only a user profile authorized to perform access management can manage the passwords of users.
• Only passwords stored in Service Manager can be modified. Passwords stored in a LDAP corporate directory cannot be modified using the procedure below.
• When authenfication is performed using a LDAP directory, users will not be able to modify their password in Service Manager.

Procedures

Access Service Manager

Change your password

Request a new password if the password is forgotten

Manage user passwords

Modify the logo on the login page

Force a default account on the login page

Logging out

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

Notes

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

Procedures

Log out from Service Manager

Display the Service Manager imminent logout message

Home page

• The Home page displays information and indicators 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), via Other Parameters, {MENU} parameters
  • For the user profile, by selecting Administration > Access Management > User Profiles > Menu
  • By users themselves ( My Menu option), via the menu editor ( Edit at the bottom of the menu pane (3))

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 enabled 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 enabled 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 enabled, the app in the Home page will appear when you click the logo in the top banner (1).
• When the My Menu option is enabled, 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 first enabling the Global Menu option before logging out.

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 after first enabling the Global Menu option during the 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 after first enabling the My Menu option during the 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 enabled, 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 from the URL of the app.
  • 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 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 the optional menu items defined 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 used menu items) and shortcuts to Service Apps apps and websites.
  • Select the Home page from a list of the 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, you must enable the parameter called {ADMIN} Keep menu of last entry after logout/login in Other Parameters.
  • 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. You can minimize the menu pane by clicking  at the top of the pane. You can also resize it.  See the procedure.
• Display or hide the options by clicking  at the bottom of the menu pane.
• Click the Home menu item at the top of the 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.

Best Practice

• To access your websites, apps and favorites quickly and easily, we recommend that you create specific folders in the menu pane.

Procedures

Minimize 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 Interface in versions 2016 and earlier

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

Notes

• Favorites are specific to each user, regardless of the workstation used. They are stored after logout.
• They 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 Interface in versions 2016 and earlier

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

Notes

• The history is specific to each user, regardless of the workstation used, and it is stored after logout.
• You can access it by clicking in the search field in the top banner.
           
• The number of favorites stored by default is defined in Other Parameters > {ADMIN} Number of links stored in browsing history. Caution: The value specified will apply to all users.
• 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 Interface in versions 2016 and earlier

• The notification bar is made up of the following:
  • (1)  evie notifications sent in the Send Notification steps in processes and notifications for subscriptions to forms.
  • (2)  The Quick Dashboard, i.e. notifications on the number of actions or approvals for the user using specific icons.
  • (3)  Notifications on unread discussions.
• The counter of the icon indicates the number of unprocessed objects.
• Click each icon counter to display the list of objects concerned.

• Display of the notification icons on screens with less than 1200 pixels is superimposed on the search field.
        
  • Click in the search field to automatically group them in the  icon.
          
  • Click outside the search field to view them again.

Notes

• The notification bar is found in the top banner.
• The counters will automatically be updated when one of the corresponding objects is processed.
• The Quick Dashboard is displayed based on the user profile.  See the procedure.
  • In the Back Office, when users are authorized to access both the Operation and Transition menus, the sum of all actions and approvals will be totaled in the counters.
• The counter of discussions will be displayed only if the user belongs to a group that has access to discussions.  See the procedure.
• Only an evie type user can send evie notifications (the Is EVIE box must be checked on the Employee form).  See the procedure.

Description

evie notifications of the processes and subscription-based notifications
Icon	Counter
	Number of notifications sent in the Send Notification steps in processes (workflows / business rules) and number of notifications for subscriptions to forms. Click the icon to display notifications in a popup. Click View all messages to display notifications in a dedicated tab.
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 user's groups (actions whose actual start and end dates are not specified)
	Click one of the Quick Dashboard counter to display the list of objects concerned.
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) Assign an action to yourself

(Back Office) Create evie notifications

Subscribe to a form

Web browser notifications

• Certain Service Manager events can be reported using Web browser notifications.
  • Imminent logout
  • New action or new late action for the user
  • New action for one of the 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.
• Browsers supported by Service Manager for the display of notifications:
  • Chrome, Firefox, Edge, Safari
  • In Windows 10 and OSX, the message is also added to the OS notification system.

Procedures

Configure notifications

User information zone

      See Interface in versions 2016 and earlier

• The User information zone is the zone found to the right of the top banner.
           
• Click to open it.
  • Reduced pane: Displays the photo of the logged-in user, name, user profile and current domain.
  • Expanded pane: Access to modify certain personal information and change the current domain, to change how lists are displayed, to select the theme applied to the graphic interface, to display the map site.

Description

Option	Description
My Details	Used to open the User form. You can modify the personal information, photo and interface language.
My Subscriptions	Used to display all subscriptions to forms for the logged-in user.
Change my Password	Used to modify 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).
Map site	Quick access to all the menu items that the logged-in user is authorized to access. Click to a menu item to open the screen.
Domain	List of domains, other than the current domain, that the user is authorized to access.
Themes	List of themes that allow 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:
  • This 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  icon will appear together with an infotip.
  • 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	*: Icon used to identify the type of object displayed, e.g. incident, request, etc., followed by the title of the menu item.*: 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 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. ... Selected (Note: Only for lowest-level records): Number of records selected from the list. *: Used to access selection options and the quick filter.
(3) List of records	In a grid displaying the lowest-level records, when you click a sequence number or the magnifying glass icon in the first column of the grid, the form of the record will open in a tab. Click to the left of the tab bar to return to the list of records. 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. 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 run a wizard directly once you have selected a given card. In grids displaying the lowest-level records and in Board display mode, the selected records will appear in (default theme color). See the selection options

Procedures

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

Form mode

    See 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 and an overview found in the top banner.
  • Tabs are divided into two lists: Related Elements (tabs containing data) and More (tabs without data).
  • 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. 
• The form overview displays the first six fields in the form by default. You can switch to edit mode to customize this. You should define the Overview section.  See the procedure.
• Each customer can configure forms based on their requirements in the form editor.  See the procedure (Note: Only for authorized user profiles).
• Contextual Service Apps apps can be linked to each form.  See 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 in {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.
          
• Place the cursor between the two panes (3) and (4) displaying tabs 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		Representation
New	Add a new record to the related element using the specific creation wizard.
	Display related elements in Grid mode with one row for each related element. Click to switch to Card mode.		Card mode	Grid 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 list. 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 Note: Only for List fields. The icons are always displayed on tablets.	Select a value	The list of possible values will appear in a popup window.
	On hover Notes: Only for Tree fields. The icons are always displayed on tablets.	Select a value	The list of possible values will appear in a popup window.
	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 Category 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.

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 related elements

Link contextual apps to a form

Define tag colors

Create a deep linking interaction

Subscribe to a form

Tools

    See Interface in versions 2016 and earlier

• Tools are used to access different functionalities specific to the screen, e.g. edit parent queries, print lists, export data (encrypted or non-encrypted), access contextual help pages in the wiki, open the form editor, etc. 
• Click  found in the top banner of each screen, 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 of the tool 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 and downloaded.
Export	List mode	Export the list of records in a compressed CSV (.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 that returns 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

Quick Call

      See Interface in versions 2016 and earlier

• The Quick Call is the quick input screen that enables you to enter data quickly for a ticket, e.g. a new incident, service request or change request.
• You can create a quick call by searching the requestor/recipient via the search field in the top banner and then by clicking + Ticket. Information on the selected user are preloaded in the incident/request.
           
           
• When there are open tickets for the user, the  button allows to display the list. You can resume a ticket processing by clicking on one of them.
           

Notes

• You can create a ticket only if you have the appropriate access rights to either the Service Operation menu for an incident or service request, or to the Service Transition menu for a change request. 

Procedures

Create a ticket

Discussions

      See the detailled 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

Take part in 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 .

Notes

• Subscription is 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

Functionalities

Searching for records

      See Interface in versions 2016 and earlier

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

Different ways to search

• Via the search field in the top banner.
  • By default, the string is searched at the start of the word.
  • Memo fields can be included in the search. In this case,  is displayed next to the Memo field whose contents contain the keyword. Move the cursor over the icon to preview the content of the field. Note: You must first perform a configuration in the Search Studio.

    example  Search using the string CRI: 

    • Equipment: The CRI string is found in the asset tag
    • One employee: The CRI string is found at the start of the email address
    • One knowledge article: The CRI string is found at the start of the Response Memo field

    

• Via the column headers of the grid.
  • You can run a search on all columns used to sort data, i.e. when the name is followed by .
  • Predictive entry is used to display a list of values progressively as you enter the characters searched for.

    example   Search for a user whose name starts with mor

    
    

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

    example   Search for objects containing the word Print

    

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

  example    Employees, functions, items of equipment, locations

  

Notes

• You can configure the display of search results for certain search options in the Search Studio.   See Configurable elements.

Characteristics of predictive entry

• Only for the search via the column headers of the 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. This is the 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 via the top banner

• To search for a string within a word, you should surround the string with the % characters. Note: This search method 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 results list is used to switch in Grid mode.
           
  • This mode is used to display all results from the search. Note: Only the first five records by meta-object will be displayed in the list results.
             
  • The  icon is displayed next to a Memo field whose contents contain the keyword. You can preview the content of the field when the cursor hovers over the icon. Click  to display all of the field contents.
    Note: The contents of the Memo field 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 data entry field.

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

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

Note:

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

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

Viewing records

      See Interface in versions 2016 and earlier

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

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

Different types of views

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

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

• Views by grouping level:
  • Records are grouped by grouping level. Each grouping level corresponds to one or more criteria.
  • Drill-down functionality.  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 such as location or entity, this displays records in the lowest level directly without going through intermediate grouping levels where there are no records. Note: You disable this functionality in Other Parameters > {ADMIN} Grid: Enable auto drill-down.

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

  • Display different grouping levels:
    • You can display grouping levels in List mode and in charts using the Display as drop-down list next to the View list.
               example    Standard (grid), Bar Chart, Pie Chart
    • In the lowest grouping level, only the List mode is available.
        

example    View Urgency grouping level

Standard display List	Chart Horizontal Bar Chart

Notes

• Users have access to the views defined for their user profile. A list is predefined for each menu item.
• At the bottom of the View drop-down list, click Edit View  to modify views. To do this, you must have the appropriate access rights.
• View By Location is used to display markers  on a map using information such as the location name, address, city, country, etc. This uses the Google Maps API. You are required to have a Google Maps API key. You must define the configuration in the smo_config.php file in order to make the view available.  See Geolocation using Google Maps.
  • The  marker indicates the presence of records associated with the root level.
  • To minimize calls between the client workstation and the Google Maps servers, geodecoding information is stored in the database once it has been obtained. It is only re-requested in the case of a change of address.

Procedures

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

1. Select the relevant view.

The grouping levels are displayed.

2. Click one of the grouping levels.

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

  

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

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

The form will open.

Modify a view

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

Use Google Maps mode

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

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

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

Sorting records

      See Interface in versions 2016 and earlier

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

  example    Sort incidents in ascending order of priority
  

Notes

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

Procedures

Sort records in a grid

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

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

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

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

is displayed to the right of the column header.

Filtering records

      See Interface in versions 2016 and earlier

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

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

• You can access them in List mode:
  • From 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.
• Filters in the options bar can be updated by clicking Edit Filter  at the bottom of the Filter list. To do this, you must have the appropriate access rights.
• 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 User Filters section in the Filter drop-down list.
• Quick filters are specific to each user, regardless of the workstation used. They are stored after logout.

Procedures

Disable the current filter

1. Select No Filter from the Filter drop-down list in the options bar.

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

Filter on column headers using

1. Click in the column header to filter records.

Filter options specific to the type of field will appear.

2. Define your filter criteria.

3. Click Add Filter.

• The filter applied will automatically appear in the top banner.
• Data in the grid will be refreshed to display the records corresponding to the filter criteria.

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

New filters will automatically appear in the top banner.

5. Delete the filters if you do not want to apply them.

• You can click x next to the relevant filter.
• You can click Delete All to delete all filters.

6. (Optional) Save the filter criteria so you can use them again.

• Click in the top banner.

  

• Enter a name for the filter.

  The custom filter will be added to the User Filters section in the Filter... drop-down list.

  

Use the quick filter

1. Click to the right of the options bar and select Filter.

2. Enter your search criteria.

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

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

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

4. Click Filter.

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

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

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

6. Delete the quick filters you no longer use.

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

Selecting records

      See 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 selected records

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

Notes

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

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

Empty the Selection Bar Code Selection

Procedures

Select records manually

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

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

3. Click to select the rows you want.

• Selected rows will be highlighted in .
• The number of selected records appears to the left of .

4. (optional) Modify or finish your selection.

• Click a row to remove it from the selection.
• Select another view and click the relevant rows to add them to your selection.

The number of records will automatically be updated.

Select all records

1. Click to the right of the options bar.

2. Click Select All.

All records will automatically be selected.

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

Select records automatically by bar code

1. Click and select Bar Code Selection.

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

example You want to select items of equipment

3. Specify the separator, e.g. tab, semicolon, comma, etc., 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 to the right of the options bar.

2. Click Empty the Selection.

All records will automatically be unselected.

Exporting records

      See 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 filter that is active when the export is run.
• Data can be exported to different file formats. It can also be encrypted for security reasons.

Notes

• 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.

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 in the title bar and select Export.

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

3. Click Save.

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

Export records to a file

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

2. Click in the title bar and select Print.

3. Select the file format you want.

4. Specify how data will be exported:

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

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

  

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

Export records in base64 format

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

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

3. Select the fields to be encrypted.

4. Click Download and Save.

The file will be saved in your Downloads folder.

Uploading documents

      See Interface in versions 2016 and earlier16

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

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

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

4. Upload the file you want.

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

The new attachment will be added to the table.

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

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

6. (optional) Click to delete a file.

7. Click Close.

The Attachments tab will be updated.

Quick access commands (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

• Quick access commands are accessible depending on authorized profiles.
• They are used to search multiple fields in a single table.
• You can configure the tables and fields on which the commands will run in the Search Studio.
• A quick access command may require additional parameters.

  example  Enter a command /NewBadge ==> Enter the name of the recipient

Procedures

Use quick access commands

UseQuickCommand_Procedure

1. Enter the slash / in the search field.
         
The list of quick access commands will automatically be displayed.
         

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

3. (optional) Specify the search value based on the type of command.
         

• If predictive entry is enabled for the command, the list of values containing the characters entered will automatically appear.
           
• Select the relevant value and click .
  • The command will run using the selected value.

    example  Open the Employee form

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