ev|Service Manager - Autumn 2020 - Release Notes


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

Autumn 2020 Version

New filter editor

The new filter editor has a simpler visual interface. It also offers new functionalities:

  • Logical operators AND and OR
  • Composite filter applicable to different tree structure nodes
  • Possibility of comparing fields
  • Different modes, i.e. visual, advanced and hybrid

        part 1_html_m19727e1e.png

Description of functionalities

To access the filter editor, display a screen in List mode. Select Edit Filter for the relevant filter.

        part 1_html_m1441f192.png

        part 1_html_m1bd90e80.png

  • (1) Select the filter. The green checkmark part 1_html_m435fda4a.png indicates the default filter.
             part 1_html_m648142a2.png
  • (2) Translate the filter name.
             part 1_html_m68f5161f.png
  • (3) Switch from advanced mode to simple mode.
    Advanced mode supports syntax highlighting where each of the text elements is automatically displayed in a color corresponding to its category.
             part 1_html_3640fd42.png
  • (4) Define the profiles authorized to access the filter.
             part 1_html_2b5cb2da.png
  • (5) Define the dynamic conditions of the field that users will specify when applying the filter.
             part 1_html_3542e68b.png
  • (6) Create a new filter.
  • (7) Apply the current filter.
  • (8) Save the filter.
  • (9) Save the filter with a new name to keep the original filter.
             part 1_html_m571f0be9.png
  • (10) Delete the filter.

Logical operators AND and OR

1. Display a screen in List mode. Select the relevant filter. Select Edit Filter.

2. Click + Add AND or + Add OR to add a new condition using one of the logical operators.

        part 1_html_4ce1510d.png

4. Select the new field. The list of fields will display physical and logical names.

        part 1_html_m90a223b.png

5. Specify the information for filtering the field. The list of options is specific to the type of field.

  • Text
             part 1_html_m1f15f896.png
  • Date
             part 1_html_m5f55ec6d.png  part 1_html_m163ef8f0.png  part 1_html_m2bff740f.png  part 1_html_m5e691e8e.png
  • Numeric
             part 1_html_5ce0c0b9.png

6. Select the comparison value. You can select a literal value or a database field.

        part 1_html_10c98d1c.png

Depending on the type of field, you can select this value from a list of values or from a tree structure.
         part 1_html_43a0d6f7.png
         part 1_html_m7d37cdb6.png

What's new in user filters

In List mode, you can now filter data within a column. The part 1_html_m7c5859da.png icon, found to the right of each column name, now enables you to do this.

  • You can apply multiple filters at the same time to the list of records. 
  • You can save the configuration in a filter specific to the user.

        part 1_html_m7cbc2f13.png

Operating principle

1. Click part 1_html_m7c5859da.png in the column you want to filter.

2. Specify the information for filtering the column. The list of options is specific to the type of field.

  • Date
             part 1_html_m3d5b42a8.png
  • Text
             part 1_html_35153bd1.png
  • Numeric
             part 1_html_m3c3bcf3.png

3. The new filter will automatically be applied and displayed in the top banner. The part 1_html_m27aeefce.png icon indicates that the column is filtered.

        part 1_html_7027b4fc.png

4. You can add multiple filters to apply different criteria. These filters will appear in the top banner.

example  List filtered by date and by priority

        part 1_html_4ed371e6.png

5. To delete one of the filters, click x next to the filter. To delete all filters, click Delete All.

        part 1_html_5ae96d97.png

6. You can save a filter and use it again later. Click part 1_html_61d9d512.png in the top banner and select Save As.

        part 1_html_m347bfe2b.png

Click part 1_html_61d9d512.png again to rename or delete the filter.
         part 1_html_m1670ea4c.png

7. The new filter will be added to the list of filters in a new section called User Filters. You can apply it like any other filter simply by clicking it.

        part 1_html_m6eafbfa6.png

What's new in Send Email wizards

Anonymous Back Office sender email addresses

A new tab called Sender's Email Addresses has been added to the group directory. It enables Back Office users to define and select the email addresses they want to use when sending an email to a Front Office user. Previously, emails were sent using the email address of the logged-in user.

        part 2_html_34f69165.png

This new functionality can be used:

  • In a ticket. Click Tools icon.png > Email in the top banner.
  • In the following wizards:
    • [Actions]:
      • Transfer (HD - Transfer Incident)
      • Notify Support Person (WF - Notify Support)
      • Send Email to Requestor (HD - Send Mail to Requestor from Action or Request)
    • [Incidents]:
      • Notify Support Person (WF - Recovery Support)
      • Send Email to Requestor (HD - Send Mail to Requestor from Action or Request)

Operating principle

1. Go to the group directory and display the new tab. Add the email addresses for the relevant senders in the group.

        part 2_html_a329411.png

2. In a ticket, go to the screen for sending emails or run a mail template wizard. The list of senders added to the group will automatically appear.

        part 2_html_me6d00fa.png

3. Front Office users will receive an email from the selected email address.

Mail templates

Mail templates are used to initialize email contents using a template. They can now be used:

  • In a ticket. Click Tools icon.png > Email in the top banner.
  • In the following wizards:
    • [Actions]:
      • Transfer (HD - Transfer Incident)
      • Notify Support Person (WF - Notify Support)
      • Send Email to Requestor (HD - Send Mail to Requestor from Action or Request)
    • [Incidents]:
      • Notify Support Person (WF - Recovery Support)
      • Send Email to Requestor (HD - Send Mail to Requestor from Action or Request)

        part 2_html_7ff9fa82.png

Operating principle

1. In a ticket, go to the screen for sending emails or run a mail template wizard.

2. Select the template from the Mail Template list and specify the language you want. Click Apply.

3. The email will automatically be preloaded with the information defined in the template and in the selected language.
         part 2_html_7ff9fa82 - Apply mail template.png

What's new in the Technical Support Agent (AST)

Security management

  • The new security standards in Office 365 and IMAP 4/Modern authentication have now been applied.
  • The Technical Support Agent still works the same way.

Attachments processed during ticket creation and update

The Technical Support Agent can now process attachments received in emails when creating and updating tickets. In both cases, the files will automatically be attached to the ticket.

What's new in the Service Manager REST API

REST calls in workflows

Workflows can now be used to manage the results of REST actions. You can insert additional steps such as Success and Error for the REST action.

        part 2_html_m29970119.png

example  Results returned:

  • Success
{"HREF":"https://{your_server}/api/v1/{your_account}/employees/18445"}
  • Error
Rest step workflow failed, the service send a bad http code [HTTPCODE:401] (2114) "Error http4xx"

Search and filter by date and by time

You can now search and filter records by date and by time, instead of only by date like in previous versions.

        example  

  • from 02/06/2020 to 02/07/2020
GET /requests?search=SUBMIT_DATE_UT:(2020-06-02;2020-07-02)
  • from 02/06/2020 - 13:00 to 02/07/2020 - 13:19
GET /requests?search=SUBMIT_DATE_UT:(2020-06-02T13:00:00.000%2B02:00;2020-06-02T13:19:00.000%2B02:00)

Functionalities added to methods

View the URLs for ticket attachments

In the search results of a HTTP request, you can now see the attached document name in a variable called document.

        example

{
"Documents": [{
   "HREF": "https://{your_server}/autoconnect_mail.php?field1=5C0F051E540F056E114E&field2=&field3=&docpath={your_account}/Documents/40000_9ae8ab51e5eb847d76a72aeac2a0f1c99f1039cebd585b49e6b1914c43bf79d5%7CDocument%20cr%C3%A9%C3%A9%20via%20API%20REST.txt",
   "PARENT_HREF": "https://{your_server}/api/v1/{your_account}/requests/I191030_000005",
   "DOCUMENT_ID": "40000_9ae8ab51e5eb847d76a72aeac2a0f1c99f1039cebd585b49e6b1914c43bf79d5",
   "DOCUMENT": "Document created via API REST.txt",
   "DDL_HREF": "https://{your_server}/api/v1/{your_account}/documents/40000_9ae8ab51e5eb847d76a72aeac2a0f1c99f1039cebd585b49e6b1914c43bf79d5"
    }]
}

View the list of actions

In the search results of a HTTP request, you can now see variables action_type_id and action_type_name.

        example

{
   "HREF": "https://uap-fr-ac-01.easyvista-training.com/api/v1/50013/actions?search=request.rfc_number:I200806_000006&max_rows=1",
   "record_count": "1",
   "total_record_count": "12",
   "records": [
        {
           "HREF": "https://uap-fr-ac-01.easyvista-training.com/api/v1/50013/actions/87745",
           "ACTION_ID": "87745",
           "ACTION_LABEL_EN": "Analysis & Resolution",
           "ACTION_NUMBER": "0",
           "DONE_BY_ID": "18368",
           "EXPECTED_START_DATE_UT": "",
           "LOCATION": {
               "CITY": "",
               "LOCATION_CODE": "",
               "LOCATION_EN": "-",
               "LOCATION_PATH": "",
               "HREF": "https://uap-fr-ac-01.easyvista-training.com/api/v1/50013/locations/6",
               "LOCATION_ID": "6"
            },
           "DONE_BY": {
               "BEGIN_OF_CONTRACT": "",
               "CELLULAR_NUMBER": "",
               "DEPARTMENT_PATH": "Finance",
               "E_MAIL": "biontchev@easyvista.com",
               "EMPLOYEE_ID": "18368",
               "LAST_NAME": "ADMIN, Eddy",
               "LOCATION_PATH": "North America/USA",
               "PHONE_NUMBER": "+41798248341"
            },
           "REQUEST": {
               "MAX_RESOLUTION_DATE_UT": "2020-08-06T10:00:00.000-04:00",
               "REQUEST_ID": "44197",
               "HREF": "https://uap-fr-ac-01.easyvista-training.com/api/v1/50013/requests/I200806_000006",
               "RFC_NUMBER": "I200806_000006",
               "SUBMIT_DATE_UT": "2020-08-06T05:52:26.000-04:00"
            },
           "ACTION_TYPE": {
               "ACTION_TYPE_ID": "20",
               "NAME_EN": "Operation Action"
            }
        }
    ]
}

Create a ticket action

In the body of the HTTP request, you can now use the variable called comment.

        example  

{
"action": {
   "Action_Type_ID": "10",
   "Group_Name": "Service Desk USA",
   "Comment": "REST API"
    }
}

Create a ticket

In the body of the HTTP request, you can now use the variable called impact_id.

        example  

{
   "requests":
    [{
     "Catalog_Code": "46",
     "Urgency_ID": "1",
     "Severity_ID": "40",
     "Impact_ID": "1",
     "Requestor_Mail": "morley@itassetservices.com",
     "Recipient_Mail": "leblanc@itassetservices.com",
     "Description": "Request created via REST API"
    }]
}

What's new in the translator

  • The translator supports the new functionalities added to Oxygen, as well as new tables.
  • The application is now in a 64-bit version.

What's new in the core

Update of all components (NPM)

The system for distributing external libraries has been completely revamped. It is now based on the most commonly used system called NPM that manages the packaging and distribution of all external dependencies with EasyVista applications.

All libraries have also been refreshed in order to deploy the latest updates.

This new mechanism will simplify the distribution of the latest versions of external modules. It will also propose the update of libraries without delay when vulnerabilities are detected by the software publisher.

Resource folder moved

  • Elements in the resources folder have now been moved outside the www folder.
  • Images are now accessible everywhere in the application when an internal API for checking credentials is called.
     

Caution

  • You must define a new parameter in the smo_config.php file.
define('RESOURCES_DIRECTORY', '/external_secure_directory/resources/');
  • If you have used hard links from the resources directory of type https://url_easyvista/resources/..., these links will no longer be active because the resources directory is no longer publicly accessible.

SQL Server 2019 supported

SQL Server 2019 is now supported.

PHP versions

Supported PHP versions are PHP 7.3 and PHP 7.4. Version 7.2 is deprecated.  

Full text search

Full text search no longer takes accents into account.

example  If you search for resumé, both resumé and resume will be returned.

Tags:
Last modified by Christine Daussac on 2020/10/16 17:23
Created by Administrator XWiki on 2020/09/28 10:54

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