Service Apps - Autumn 2020 - Release Notes


Contents
Note: This is a version release document.
  • Some of the screenshots may show a slight difference compared to the release version as we are constantly seeking to improve the design and usability up until the release date.
  • The pages on the wiki detailing these differences will be updated soon. For more up-to-date information, please consult: Open url.png Wiki News

Fix Autumn 2020 - Build 2021.1.113.0
(2021-11-15 SaaS - Unavailable for the moment On-Premise)

ReleaseNotes_Autumn_20_Fix_November_2021

Warning

Due to a significant infrastructure change, the hybrid mode where Service Manager is installed On-Premise and Service Apps is in the EasyVista SaaS is not available anymore. Both Service Manager and Service Apps have to be installed in the customer environment. 

What's new in templates

  • Templates have been revamped in order to integrate the latest Service Apps functionalities that comply with accessibility requirements.
  • To optimize performance when displaying dashboard templates that integrate KPIs on Service Manager data, the calculation of this data is now performed in Service Manager. This reduces the number of resources used in Service Apps and speeds up the loading of data sources. 
  • The Asset Management template can now be used to create new assets.
  • New indicators have been added to the ITSM Dashboard template.
  • Reports in templates have been updated.

What's new in the core

Migration of the Service Apps platform from MySQL to MSSQL

This is a major development that provides significant improvements in terms of security as well as performance and stability.

         MSSQL database.png

Shared database for Service Manager and Service Apps

The migration to MSSQL now enables Service Manager and Service Apps to share a common database that contains all user credentials and information.

  • The tenant is associated with a single Service Manager account.
  • Service Apps users are now those created in Service Manager.
  • User logins are those defined in Service Manager.
  • Forgotten or expired passwords are managed using the mechanisms in Service Manager. For these reasons, the Admin Panel > Email Templates option used to manage email templates of forgotten passwords and reinitialization of passwords has been deleted.
  • Error messages on incompatible Web browsers will appear in the user language defined in Service Manager, or if unavailable, in the language of the company account.
     

The merging of the Service Manager and Service Apps databases means that any modification made to user information (e.g. login, password, language, photo or profile) will automatically be updated in Service Manager and Service Apps, regardless of where the modification was made.

Removal of the trusted provider and Service Apps super tenant

The migration to MSSQL removes the need for the trusted provider previously used in Service Apps authentication. 

  • Data will no longer go through a third-party tool, resulting in improved data security and integration between Service Manager and Service Apps.
  • Service Apps tenants (e.g. teams and profiles) can now be managed in the Service Manager tenant account. The Service Apps super tenant is no longer required.

New management of Service Apps teams and tenant via Service Manager

Tenant management, previously performed using the super tenant, and team management are performed in Service Manager by selecting Administration > Platform Activity > Platform Version in the menu.

You can still manage teams and tenant in Service Apps using the Admin Panel > Tenant Management with restricted options.

Configuration of the tenant and teams in the Platform tab

         Service Manager - menu EVSA administration - Platform tab.png

  • Tenant identification in the FQDN and Hostname fields
  • Configuration level of platform logs
  • Keys required by contextual apps called in Service Manager
  • Administrator of the Service Apps platform, i.e. App Center Manager, that replaces the super administrator
  • Settings for creating teams linked to Service Manager data:
    • Create User's Groups as Teams
      • Enabled by default
      • New Service Manager groups for the user will be added as Service Apps teams. The names of existing teams will be updated in the company language.
    • Create User's Profile as Teams
      • Enabled by default
      • New user profiles will be created as Service Apps teams. The names of existing profiles will be updated in the company language.
    • Create User's Language as Teams
      • Enabled by default 
      • New user languages will be created as Service Apps teams. The names of existing languages will be updated (language name = LANGUAGE _SYSTEM_ALIAS column). 
    • Delete Removed Groups and Profiles from Teams
      • Disabled by default 
      • Teams associated with groups or profiles that no longer exist in Service Manager will be deleted.
  • The Create Teams and Delete Teams buttons are used to create or delete teams in one go based on the settings for creating teams.
  • The Save button is used to save the configuration.
     

Management of tenant aliases in the Alias tab

         Service Manager - menu EVSA administration - Aliases tab.png

Importing and exporting tenants

You cannot export:

  • An MSSQL tenant
  • A MySQL tenant with MSSQL data sources. A separate export module is now available for exporting tenants in the MySQL database. We recommend that you export tenants prior to the migration.

You can select the FQDN when importing tenants.

Removal of the invitation email sent for logging in to the Service Apps platform

Thanks to the migration to MSSQL and the common database shared by Service Manager and Service Apps, user authentication in Service Apps and Service Manager is now identical. 

For these reasons:

  • The sending of the invitation email has been deleted.
  • For security reasons, the PHPMailer library has also been deleted.

Important note for apps that display news articles with images

For security reasons, fields that call images in news articles have been deleted. A new field for storing images has been created.

You must adat your apps created prior to Fix Autumn 2020 - Build 2021.1.113.0 that contain news articles with images to take this development into account. To see the procedure, please consult the following page.

Note: From Build 2021.1.113.0 onwards, templates available on the platform have standard elements configured to display images in news articles and therefore do not require any adaptation.

Other developments

New search field added to the list of pages

You can now use a new search field in the list of pages to filter pages by name.

         Pages - Search zone.png

Display of data source column headers

  • The names of data source columns are displayed in the logged-in user's language based on field names in the Service Manager database.
  • You can use the data source field editor to customize the names of column headers.
    • Click Apps - Edit icon.png to modify the default name for the data source column header. Note: This customization will only apply to the current app.
    • Click Apps - Delete 2 icon.png to reset the data source column name and return to the default name. Note: If you do this, the custom name will no longer be taken into account.

         Data source field editor.png
 

Important note for apps created prior to Fix Autumn 2020 - Build 2021.1.113.0: Multilingual names in data source column headers are not integrated retroactively. In each data source, you must reset the names manually by clicking Apps - Delete 2 icon.png in order to display them in the logged-in user's language.

Management of responsive mode

You can now design all apps using responsive mode in a single place, irrespective of the device used. The two icons, Apps - GUI - Desktop view icon.png and Apps - GUI - Mobile view icon.png, previously used to manage the display of widgets on small devices have been removed from the graphic editor toolbar.

As a reminder, you can access responsive mode by clicking EVApps - GUI - Responsive mode icon.png in the graphic editor toolbar.

         Responsive mode.png

Fix Autumn 2020 - Build 2020.2.125.3
(10/05/2021 SaaS - 17/05/2021 On-Premise)

ReleaseNotes_Autumn_20_Fix_May_2021

New template: Service Desk With KPIs

This new template is a Service Apps portal for Service Manager. It enables you to contact the Support team via different channels, find out what's new in the IT Department and consult key performance indicators, such as incidents for the current month and week, or late incidents.

It is shipped in a multilingual Desktop version. The six main languages managed by Service Manager are supported in the standard version.

  • The embedded version is used to integrate the template fully in the Service Manager Home page.
             Service Desk With KPIs Template.png
  • Click the Service Desk With KPIs Template - Detail icon.png icon to display the trend chart.
             Service Desk With KPIs Template - Detail.png

Fix Autumn 2020 - Build 2020.2.124.2
(08/02/2021 SaaS - 15/02/2021 On-Premise)

ReleaseNotes_Autumn_20_Fix_February_2021

Service Apps templates: Optimization for the Service Manager Home page

You can now implement Service Apps templates optimally in the Service Manager Home page without displaying the menu bar and header of the template. 

To this end, two versions are now available for the template main page.
        Embedded template in Service Manager - List pages.png

  • An embedded version for integrating the entire template in the Service Manager Home page.
             Embedded template in Service Manager - Embedded version.png
     
  • A standard version for standard use via a standalone Service Apps app.
             Embedded template in Service Manager - Standard version.png
     

Limitations

  • Change Management and Mobile Tech Support templates in the Micro Apps category do not support this optimization.
  • Templates in the Portals category do not support this optimization because they are designed for use in Service Manager.
  • Users must have the appropriate access rights to the app to be defined as the Service Manager Home page.
     

Operating principle

1. Click Open menu editor icon.png at the bottom of the menu pane to open the menu editor.

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

3. Select the app to be displayed in the Home page and select the 0_Home_Embedded page in the optimized template version for Service Manager.

4. Click Update Home.

        Embedded template in Service Manager - Embedded version - Operating principle.png

Email notifications sent to Support persons assigned to a ticket

You can enable or disable automatic email notifications sent to Support persons assigned to a ticket in a Service Apps app using a new parameter called {ADMIN} [EVSA] Notify Support Person. To do this, you should select Administration > Parameters > Other Parameters in the Service Manager menu. 

        Email notification.png

Improvements to the core: Lighter-weight apps

The pages in an app are now saved page by page instead of being saved together with their child pages. 

Previously, a given child page that was called in several parent pages in the app would be saved as many times as it was called. This increased the size of the app considerably.

This improvement has resulted in the following:

  • Reduced the weight of apps
  • Improved app loading time
  • Reduced the space required on the server
     
Before optimization After optimization
New in the core - Application weight before.png New in the core - Application weight after.png

Limitations

  • This fix is applicable to Service Manager version 2020.2.124.2 or later.
  • In the standard version, it is applied to all templates available in the Service Apps App Gallery.
  • For applications created before this fix, this improvement can be applied retroactively. However, you must manually save all of the pages in the app, one at a time.
     

How to apply the fix manually

1. Open your app in edit mode.

2. Display each page of the app and save it again.

Autumn 2020 - Build 2020.2.122.2
(28/09/2020 SaaS - 05/10/2020 On-Premise)

Service Apps templates

New template library available in the App Gallery

A template library has now been added to the Service Apps App Gallery. It enables you to create a new app directly from a template available in the App Gallery by installing the corresponding executable automatically. The key advantage is that the latest version of the executable is always installed.

Note

  • Just like in previous versions, you should download the reports for data from the wiki and then import them to Service Apps.
  • In the App Gallery, you can still create a new app with no content, just like in previous versions.

Operating principle

1. Click wiki - Service Apps - Autumn 2020_html_m305cf454.pngCreate App in the toolbar. The template library will appear.

         wiki - Service Apps - Autumn 2020_html_178363a9.png

2. Select the template you want. Click the relevant link to download reports available in the wiki. Next, click Create This App.

         wiki - Service Apps - Autumn 2020_html_m60f6e09b.png

  • (1) Search field for filtering templates based on their name.
  • (2) List of templates available in the library. The selected template will be highlighted in blue.
  • (3) Preview of the template.
    • The date of the latest template version will appear.
    • The Information tab displays a short description of the template and provides access to the wiki where you can download reports.
    • The ChangeLog tab displays the new main functionalities of the template.

               wiki - Service Apps - Autumn 2020_html_m3e5bb1c9.png
  • (4) Creation of the app using the selected template.

New template: Health Status

This new template provides a quick overview of the health status of services, such as the real-time availability of CIs. It is also used to define and manage your custom health service and to report any service disruption.

It is shipped in a unique version that is:

  • Responsive: Automatic scaling of the app based on the device used, e.g. workstation, smartphone, tablet, etc.
  • Multilingual: The six main languages managed by Service Manager are supported in the standard version.

         wiki - Service Apps - Autumn 2020_html_m4224d94a.png

New template: Service Desk Homepage

This new template is a Service Apps portal for Service Manager. It enables you to contact the Support team through different channels, access online documentation and forums, and stay up-to-date on developments in the IT Department.

It is shipped in a version compatible with workstations and is multilingual. The six main languages managed by Service Manager are supported in the standard version.

         wiki - Service Apps - Autumn 2020_html_m100cc99f.png

What's new in templates

Templates have been revamped in order to integrate the latest Service Apps functionalities.

  • For all templates
    • Multiple languages supported
    • Improved integration of Web Content Accessibility Guidelines
    • Integrated Page Display pack containing the Embedded Page and Sidebar widgets, as well as the Header Page, Footer Page and Background Page functionalities
  • Advanced ITSM Dashboard
    • The template is now called ITSM.
    • All dashboards are now merged within the app
    • Integrated Responsive Web Design
    • CSS variables integrated with the addition of the __Root widget
  • Approval
    • The template is now called Approval Manager.
    • Integrated Responsive Web Design
    • CSS variables integrated with the addition of the __Root widget
  • Change Management
    • Integrated Responsive Web Design
    • CSS variables integrated with the addition of the __Root widget for quick configuration of the app's graphic properties
  • Contract Management
    • Integrated Responsive Web Design
    • CSS variables integrated with the addition of the __Root widget
  • Executive Dashboard
    • Integrated Responsive Web Design
    • CSS variables integrated with the addition of the __Root widget
    • Integrated Google Maps widget
  • Mobile Tech Support
    • The template is now called Mobile Tech Support.
    • Integrated Google Maps widget
  • Stock Manager
    • The template is now called Available Inventory.

Multilingual display of Service Apps apps

You can now display a Service Apps app in the six main languages supported by Service Manager and in six other languages without having to duplicate the app for each language. The supported languages are English, French, Portuguese, Spanish, German and Italian. The change in languages is automatically performed and does not require users to log out and log in again.

  • Text in the app is listed in a CSV file that is encoded in UTF-8 to avoid any conflict with accents and special characters. Information is called using keywords whose content is defined in each of the languages supported by the app.
  • All data from Service Manager will be displayed in the language of the user profile defined in Service Manager.
  • The other languages must be configured in advance in Service Manager.
     

The key advantage in terms of creation and maintenance is that this saves time. Only one app is created and multilingual maintenance is performed directly in a single file in the Service Apps interface. No file export or import is required.

App in Run mode
An American user opens the app. The labels will be displayed in English.

Multilingual management - App in Run mode - EN.png

A French user opens the same app. The labels will be displayed in French.

Multilingual management - App in Run mode - FR.png

App in Design mode

Text is displayed as #[TRANSLATION.< keyword>]# instructions regardless of the language of the logged-in user.

It will be automatically converted in the language of the logged-in user based on the keywords listed in the multilingual CSV file.

Multilingual management - Keyword instruction in text editor

Operating principle

1. Click the new menu item called wiki - Service Apps - Autumn 2020_html_6088cf44.png Translation in the Objects pane and select your multilingual CSV file.

Note: All templates available in the Service Apps App Gallery contain a multilingual file listing all app keywords.

         wiki - Service Apps - Autumn 2020_html_m7cde9cf3.png

2. Click Edit Translation to display the contents of the file.

  • The structure of the file is always the same.
    • Column 1: List of keywords
    • Other columns: Labels in each of the languages supported by the app. The six main languages are followed by the 6 other languages.
  • You can add, modify or delete a row. You can also export the file. You can also run a search in the file using labels and keywords.

         wiki - Service Apps - Autumn 2020_html_m14a553d3.png

3. Configure the widgets in your app so that labels are displayed based on the keywords listed in the multilingual file. You can add a multilingual keyword in any data entry field in a widget.

  • You can do this using the Translation Tags Picker. This enables you to enter a keyword in a descriptive zone such as the name of a page, the title of a chart, the text displayed by default in the search area (Search Placeholder), etc.
    The #[TRANSLATION.<keyword> instruction used to call the keyword will automatically be added.

         wiki - Service Apps - Autumn 2020_html_mf132e98.png
         wiki - Service Apps - Autumn 2020_html_532c41eb.png  wiki - Service Apps - Autumn 2020_html_m14a55425.png

  • You can do this using a new advanced tag Translation Tag. This enables you to enter a keyword in a HTML zone.
    The #[TRANSLATION.<keyword> instruction used to call the keyword will automatically be added.

         wiki - Service Apps - Autumn 2020_html_mf132d98.png
         wiki - Service Apps - Autumn 2020_html_532c41ea.png

  • Note: You can also do this manually by adding the #[TRANSLATION.<keyword>]# instruction directly in the widget's descriptive zone or in the widget's HTML code and by replacing <keyword> with the label of the keyword to be called.

         wiki - Service Apps - Autumn 2020_html_55b05698.png  wiki - Service Apps - Autumn 2020_html_m14a55425.png

New graphic widgets

Treemap Chart

wiki - Service Apps - Autumn 2020_html_m3db5c4f0.png This new widget displays hierarchical data in rectangles. The size and color of the rectangles are proportionate to the value represented.

  • The widget requires a data source that will retrieve a report, view or CSV file with two columns (grouping levels), i.e. Label and Value.
  • You can select the color of the rectangles using a color palette.
  • When the cursor hovers over a rectangle, details on the value will appear.

         wiki - Service Apps - Autumn 2020_html_m67fd311c.png

Pyramid Chart

wiki - Service Apps - Autumn 2020_html_m1e0c0be4.png This new widget displays hierarchical data in pyramids comprising horizontal sections. The height and color of the horizontal sections are proportionate to the value represented.

  • The widget requires a data source that will retrieve a report, view or CSV file with two columns (grouping levels), i.e. Label and Value.
  • You can specify different properties to define the visual appearance of the pyramid, i.e. direction, color, space between horizontal sections, width of the base, border color of the horizontal sections and behavior on hover.
  • When the cursor hovers over a horizontal section, details on the value will appear.

         wiki - Service Apps - Autumn 2020_html_496f02a5.png

Link between Self Help and Service Bots

API key in Self Help/Service Bots connectors

An app can connect to Self Help to search for information in a Knowledge Base. Authentication of Self Help users now requires an API key. This must be specified when the Self Help/Service Bots connector is created.

         Part 2_html_m6ec96704.png

(1) Address of the Self Help domain
(2) Agent reference for the Service Bots connector or alias of the Self Help project for a Self Help connector
(3) Used to enable authentication via the API key
(4) ID of the API key
(5) Secret of the API key
(6) Upload the PEM file containing the API private certificate
(7) All new users created via Service Apps authentication will be added to this user group

Link between Service Manager and Self Help via a contextual app

A Service Apps app can now be linked in Service Manager to search for information in a Self Help Knowledge Base. The contextual app is specific to the current record in Service Manager and is based on its exposed properties linked to fields in the form.

example  Contextual app containing a Self Help widget for searching for information in the Self Help Knowledge Base using the ticket name.
wiki - Service Apps - Autumn 2020_html_500100.png

Note: This new functionality requires a Self Help license. You must also define an API key linked to the Self Help connector.

Operating principle

Configuration in Service Apps

1. Display the general properties of the app. To do this, click Apps - Application properties icon.png in the toolbar.

         wiki - Service Apps - Autumn 2020_html_400100b.png

2. Add the Search Value exposed property of the Self Help datasource.

         wiki - Service Apps - Autumn 2020_html_400100c.png
 

Configuration in Service Manager

1. Switch to edit mode in a form. To do this, click Tools icon.png > Edit in the toolbar. Add the contextual app you previously configured in the list of Service Manager contextual apps.

         wiki - Service Apps - Autumn 2020_html_500100b.png
         wiki - Service Apps - Autumn 2020_html_500150a.png

2. Map the Search Value exposed property defined in the app in Service Apps with the search field in Service Manager.

         wiki - Service Apps - Autumn 2020_html_500150b.png
         wiki - Service Apps - Autumn 2020_html_500150c.png

Note: The exposed property can be used directly in the URL to filter information.
         wiki - Service Apps - Autumn 2020_html_500200.png

New virtual agent template library

To optimize interoperability between Service Apps and Service Bots, the virtual agent configuration interface has been enhanced.

A new button called Configure Virtual Agent Layout has been added to the Panel section in the Virtual Agent widget. It is used to select a virtual agent template in a library and to configure its visual appearance in greater detail.

         wiki - Service Apps - Autumn 2020_html_m60ef1185.png
         wiki - Service Apps - Autumn 2020_html_68c941c4.png

(1) List of predefined templates in compliance with the EasyVista style guide
(2) Options for defining the visual appearance of the virtual agent in greater detail, e.g. font, size, color, etc.
(3) Preview of the virtual agent's visual appearance

What's new in the Virtual Agent widget

A new option called Open Automatically has been added to the Content section of the Virtual Agent widget. It is used to open the virtual agent automatically when it is called.

Note: The automatic opening of the conversation panel does not have any impact on the graphic editor. It is done only in execute mode.

         wiki - Service Apps - Autumn 2020_html_7e934bc.png
         wiki - Service Apps - Autumn 2020_html_783a9177.png

Web content accessibility

Web Content Accessibility Guidelines (WCAG) aim at making Web content more usable to users in general, and making it more accessible to a wider range of people with disabilities.

Service Apps constantly updates its functionalities to integrate these recommendations.

Unique ID in pages

Each widget created in an app now contains unique IDs content and main-content.

Discussion widget

You can now use the keyboard to browse through elements displayed in red.

         wiki - Service Apps - Autumn 2020_html_2a92eacd.png

Filter widget

You can now use the keyboard to browse through the list of filters and select items from the list.

         wiki - Service Apps - Autumn 2020_html_2a92cfed.png

Google Maps widget

Web Content Accessibility Guidelines are now applicable to the Google Maps widget.

Service Bots widget

You can now use the keyboard to select the button that calls the virtual agent.

Notifications

Notification messages will now close automatically.

Navigation in pop-ups

You can now use the keyboard to browse within pop-ups.

Navigation in documents

You can now use the keyboard to browse through the list of documents.

         wiki - Service Apps - Autumn 2020_html_2a92aegv.png

What's new in the core

Internet Explorer deprecated

You can no longer run Service Apps apps in Internet Explorer. From the Autumn 2020 version onwards, there will no longer be any maintenance for Internet Explorer components.

Display of page names in the Web browser

You can now use a new functionality to customize the page name displayed after the app name in the Web browser tab title. This functionality is an added accessibility feature aiming to facilitate screen reading in the current page.

         wiki - Service Apps - Autumn 2020_html_1ff7dd3d.png

You can specify the page name, which appears in execute mode, in the properties of each page in the app. This is done in a new section called Run Page.
Note: If you do not specify this information, the tab title will display the page name in edit mode. By default, it is Page...

         wiki - Service Apps - Autumn 2020_html_70f4065.png

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Last modified by Christine Daussac on 2021/11/15 13:06
Created by Administrator XWiki on 2020/09/28 10:57

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