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

Description of functionalities

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

• (1) Select the filter. The green checkmark  indicates the default filter.
           

• (2) Translate the filter name.
           

• (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.
           

• (4) Define the profiles authorized to access the filter.
           

• (5) Define the dynamic conditions of the field that users will specify when applying the filter.
           

• (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.
           

• (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.

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

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

• Text
           

• Date
                 

• Numeric
           

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

What's new in user filters

In List mode, you can now filter data within a column. The  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.

Operating principle

1. Click  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
           

• Text
           

• Numeric
           

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

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

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

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

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.

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.

This new functionality can be used:

• In a ticket. Click  > 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.

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.

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  > 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. 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.
         

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.

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

• from 02/06/2020 - 13:00 to 02/07/2020 - 13:19

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

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

Create a ticket action

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

        example  

Create a ticket

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

        example  

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.

• 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.