Service Manager - The Graphical User Interface


GraphicalInterface_After2016Versions

Note: This graphical user interface is specific to Product name - ev itsm.png versions later than 2016.

Open url.png See Interface in versions 2016 and earlier

Structure of the graphic interface

     Fundamentals - evsm GUI.png

Description

(1): Top banner

(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

  • You can access the Home page via the Home page icon.png Home item in the menu pane. This menu item is always found at the top of the menu pane.
  • Its layout is based on the Product name - ev sas.png app specific to each customer.
  • It is used to display the management dashboard, trends, news articles, etc.
     

Notes

  • Users can modify their interface language in My Details in the user information zone.
  • An error message will appear if the screen resolution cannot display the app.
             Error message screen resolution.png

Essential notions

WebAccessibility

Web accessibility

The United States government requires federal agencies to comply with the accessibility laws adopted. Section 508 of the Rehabilitation Act is a specific national requirement and is not a method for enforcing international directives.

Service Manager complies with several accessibility standards related to this act. Open url.png See the Web accessibility principles.

SecureAccessToData

Secure access to data

Secure access to Service Manager data is based on three concepts:

  • Domains: Access restrictions to data in Service Manager databases, e.g. test cases, production, sandbox. Open url.png See Different platform accounts.
    • Users can belong to one or more domains which are shown in the user information zone.
    • You can define restrictions based on the business activities of users, their responsibilities or geographical location, etc.
       
  • User profiles: Access restrictions to Service Manager objects such as menus, screens, fields, filters, views or wizards.
    • Each user can have only one user profile.
    • Restrictions are used to specify each user's functional scope in Service Manager.
       
  • Employee access management: Identification of users with access to Service Manager by assigning a login, password and user profile.
    • Users are managed in the employee directory which lists all internal employees as well as the employees of external service providers and subcontractors.
    • Users can access their personal information in the user information zone.

Fundamentals

Logging in

     Fundamentals - Connexion page.png

  • 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. Open url.png 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 the corporate directory cannot be modified using the procedure below.
     


How to...?

Access Service Manager

1. Enter the Service Manager Internet or Intranet URL in your Web browser.

2. Enter the account of the Service Manager database on which you want to work.

3. Enter your login information.

  • The password is case-sensitive.

4. Click OK.

Change your password

1. Click the User information zone Fundamentals - User management zone - Little.png in the top banner.

2. Select Password close icon.png Change My Password.

Fundamentals - Change password.png

3. Enter your previous password.

  • The password is case-sensitive.

4. Enter and confirm your new password.

  • The password is case-sensitive.
  • The password must comprise at least six characters.

5. Log out of Service Manager.

6. Log in again using your new password.

Request a new password if the password is forgotten

1. Click Forgot your Password? in the login page.

Fundamentals - Forgot password.png

2. Select the relevant option, Login or Email Address. You enter either your login or your Service Manager email address.

3. Click Send.

A temporary password will be sent to your Service Manager inbox.

4. Log in to Service Manager using the temporary password.

Note: If you use this password once the validity period has been exceeded, the login page will invite you to enter and replace it immediately.

Fundamentals - Temporary password expired.png

5. Modify the temporary password via the User information zone > Password close icon.png Change my Password option.

Your previous password will be reset and will no longer be usable.

Manage user passwords

Note: Only for authorized user profiles. Open url.png See the procedure in Password management.

Logging out

     Fundamentals - Logout.png

  • You log out of Service Manager using the Logout grey icon.png 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.
         Fundamentals - Disconnection message.png
    • 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.
       

How to...?

Log out from Service Manager

1. Click Logout grey icon.png.

2. (optional) A warning message will ask if you want to save the modifications you made. These will be highlighted in   yellow  .

Fundamentals - Quit without saving.png

  • Click OK to save the changes made.
  • Click Cancel to cancel the changes made.

You will be logged out.. The Service Manager login page will be displayed.

Display the Service Manager imminent logout message

1. If required, modify the session timeout.

  • Select Administration > Parameters > Other Parameters in the menu.
  • Modify the parameter called {ADMIN} Session timeout (in seconds).
  • Log out of Service Manager to integrate the modification you made.

2. Log in to Service Manager again.

Home

Caution: You must install Product name - ev sas.png in order to configure the Home page. To find out more, please contact your Logo - EasyVista.png consultant.

     Fundamentals - Home page.png

  • You define the Home page using a Product name - ev sas.png app.
  • You access it by clicking Home page icon.png Home in the menu pane.
  • Customers build their app using widgets based on the data they want to highlight, e.g. dashboards, key performance indicators, news articles, etc.
     

Notes

  • A default Product name - ev sas.png app is displayed.
  • If you do not have Product name - ev sas.png, a default Home page will be displayed. You will not be able to modify it.
  • The Home page icon.png Home menu item is always found at the top of the menu pane. You cannot delete it.
     

How to...?

Configure the Home page

1. Create your Product name - ev sas.png app   Open url.png See the procedure.

2. Log in to Service Manager.

3. Click Open menu editor icon.png at the bottom of the menu pane.

The menu Editor will appear.

4. Click the Home page icon.png Home menu item.

  • (optional) Rename the link in the Name in the menu field. By default, it is Home.
  • Click Back to the List.
  • Select the Product name - ev sas.png app you want.

    The Home page configuration screen will appear.

  • Select the page to be displayed when the app is run.
  • Click Update App Link.

5. Click OK to save the changes made.

The menu Editor will close. The Home page will automatically be refreshed.

Menu pane

    Open url.png See Interface in version 2016 and earlier

         Fundamentals - Menu.png

  • 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 icon.png 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 icon.png My Menu option.
  • Users can configure their menu pane using the Open menu editor icon.png Edit option. This opens the menu editor where they can:
    • Add folders, favorites (frequently used menu items) and shortcuts to Product name - ev sas.png apps and websites.
    • Select the Home page from a list of the Product name - ev sas.png apps authorized for the user.
  • The search field at the bottom of the menu pane is used to filter menu items.
             Fundamentals - Menu - Filter option.png
     

Notes

  • The menu pane always appears to the left of the screen. It cannot be hidden.
  • Display or hide the options by clicking Hide menu options pane icon.png at the bottom of the menu pane.
  • Click the Home page icon.png Home menu item at the top of the menu pane to return to the Home page. It is displayed only when the My menu icon.png My Menu option is active.
  • The contents in the Favorites icon.png My Favorites menu item are specific to each user. Open url.png See the description.
  • By default, the My menu icon.png My Menu option only displays the mandatory menu items for the user profile.
      

Best Practice icon.png

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

How to...?

Customize the menu pane (User mode)

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

Manage favorites

Favorites

 Open url.png See Interface version 2016 and earlier

      Fundamentals - Favorites.png

  • 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 Favorites icon.png My Favorites folder.
    • The folder is available and identical in the two menu pane options, My menu icon.png My Menu and Global menu icon.png 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.


How to...?

Create a favorite

1. Open the relevant screen in List mode.

2. Activate the filter and view you want.

3. Click Tools icon.png in the top banner and select Add to Favorites.

4. Enter a name for the favorite and click OK.

  • (optional) Click Yes if a message appears asking you for permission to run a script.

The favorite will be added to the bottom of the list in the Favorites icon.png My Favorites folder in the menu pane.

Default name = Menu name, filter name or view name.

Open a favorite

1. Click Open section icon.png to open the Favorites icon.png My Favorites folder in the menu pane.

2. Select the favorite you want.

The list will appear.

Manage favorites

1. Display the menu pane options by clicking Hide menu options pane icon.png at the bottom of the menu pane.

2. Click Open menu editor icon.png Edit.

The menu editor will appear.

2. Select the My Favorites tab.

Fundamentals - Favorites - Edit.png

The list of favorites appears.

3. Perform the required actions.

Modify the name of a favorite

  • Click the favorite.
  • Enter the new name.

Modify the order of favorites

  • Click and drag menu items to place them in the order you want.

Delete a favorite

  • Click Delete icon.png next to the favorite.

4. Click Save.

The Favorites icon.png My Favorites folder will be refreshed.

Browsing history

Open url.png See Interface in versions 2016 and earlier

     Fundamentals - History.png

  • 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.
             Fundamentals - Searching bar.png
  • 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.
             Fundamentals - History - Displayed information.png
     

How to...?

Open a browsing history link

Notification bar

Open url.png See Interface in versions 2016 and earlier

     Fundamentals - Notification bar.png

  • The notification bar is made up of the following:
    • (1)  evie notifications sent in the Send Notification steps in processes.
    • (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.
     

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:
    • It is displayed based on the user profile. Open url.png 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.
  • Discussions: The counter will be displayed only if the user belongs to a group that has access to discussions. Open url.png See the procedure.
     

Description

evie notifications of the processes
Icon Counter
Notification icon - Notifications.png Number of notifications sent in the Send Notification steps in processes (workflows / business rules)
  • Click View all messages to display notifications in a dedicated tab.

    Evie notification details.png

Note: Only an evie type user can send these notifications (the Is EVIE box must be checked on the Employee form). Open url.png See the procedure.
Quick Dashboard
Icon Counter
Notification icon - My late actions.png Number of Late actions or approvals assigned specifically to the logged-in user

(actions whose OLA target date is exceeded)

Notification icon - My to do actions.png Number of To Do actions or approvals assigned specifically to the logged-in user

(actions whose actual start and end dates are not specified)

Notification icon - My groups actions.png 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 counter to display the list of objects concerned.

    Quick Dashboard BO window.png

Discussions
Icon Counter
Notification icon - Discussions.png Number of discussions unread by the logged-in user


How to...?

Display the Quick Dashboard in the notification bar

Note: Only for authorized user profiles. Open url.png See the procedure

(Back Office) Use the Quick Dashboard

Open url.png See the procedure.

(Back Office) Assign an action to yourself

1. Click the relevant icon in the notification bar to display the list of actions.

2. Click Assign icon.png to assign one of the actions to yourself.

  • The form will open.
  • The counters will automatically be updated. The action will automatically appear in the To Do or Late notification zones depending on its creation date.

(Back Office) Create evie notifications

Open url.png See the procedure.

Web browser notifications

    Fundamentals - Browser Notification bar.png

  • 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.
       

How to...?

Configure notifications

1. Click Wheel icon.png at the bottom of the notification.

Fundamentals - Browser Notification bar - Settings.png

2. Click the relevant option.

  • Pause notifications until the browser restarts.
  • Disable notifications.
  • Notification settings.

Your configuration will be taken into account.

User information zone

Open url.png See Interface in versions 2016 and earlier

     Fundamentals - User management zone - Content.png

  • The User information zone displays different information on the logged-in user.
  • Click to open it.
    • Reduced pane: Displays the photo of the logged-in user, name, user profile and current domain.
    • Expanded pane: Enables users to modify their personal information via a list of options, select the current domain from a list of those they are authorized to access and change how lists are displayed.
       

Notes

  • The User information zone is found to the right of the top banner.
             Fundamentals - User management zone.png
     

Description

Option     Description
My Details Used to open the User form. You can modify the personal information, photo and interface language.
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 Display popup icon.png (option is disabled).

Fundamentals - User management zone - Show Grid Line Numbers on.png   Fundamentals - User management zone - Show Grid Line Numbers off.png

Password close icon.png Change my Password Used to modify the password for accessing Service Manager.
Domain List of domains, other than the current domain, that the user is authorized to access.

List mode

This mode displays the list of records retrieved by a filter or view in a grid or in a chart.

example    Standard display: Grid
         Fundamentals - List mode - Standard display.png

example    Chart: Pie Chart
         Fundamentals - List mode - Graphical display.png

Notes

  • The different charts are available only for views with grouping levels. Open url.png See the description.
  • When the List view is selected or when you drill down to the last grouping level, the lowest level of data will be displayed. As such, only the standard display, i.e. the grid, is available.


Description

Zone     Description
(1)   Top banner
  • List mode - Object icon.png: Icon used to identify the type of object displayed, e.g. incident, request, etc., followed by the title of the menu item.
  • Tools icon.png: 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 as buttons, 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 Group; View Group, Status; View Location

  • Display as...: (Note: Only for views with grouping levels): List of all data display modes.

    example Standard (grid); Bar Chart; Pie Chart

  • Pagination icons.png: When a grid contains too many columns to fit into one page, page indicator dots displayed at the top of the grid enable you to move from one page to the next to display the non-visible columns.
    • The page indicator dot Active page icon.png shows the data currently displayed.
    • Click another page indicator dot Inactive page icon.png to view the columns on that page.
  • ...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.

      Fundamentals - List mode - Number of records.png

  • ...Selected (Note: Only for lowest-level records): Number of records selected from the list.
(3) List of records
  • In grids with the lowest-level records, you can click the relevant sequence number # in the first column of the grid to open the form of the record. Fundamentals - List mode - Click first column.png
  • In views with grouping levels:
    • Click the name of the level to display the lower levels, i.e. using the drill-down functionality.
    • In a chart, click an element of the current chart to display a chart of the lower levels. Infotips appear when the cursor moves over each element in the chart.

      Fundamentals - List mode - View by level and Graphical display.png

  • Selected records are highlighted in Selected row color.png. Open url.png See selection options.

How to...?

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

1. Click the User information zone.

Fundamentals - User management zone - Content.png

2. Enable or disable the Show Grid Line Numbers option as required.

  • Option enabled: You access forms by clicking the sequence number in the first column # of the grid.

    Fundamentals - User management zone - Show Grid Line Numbers on.png

  • Option disabled: You access forms by clicking the magnifying glass Display popup icon.png next to each record.

    Fundamentals - User management zone - Show Grid Line Numbers off.png

Form mode

    Open url.png See Interface in version 2016 and earlier

         Fundamentals - Form.png

  • Forms are objects used to access the details of Service Manager records.
  • Information is displayed in fields and tabs. Open url.png See the description.
    • Each form has a title and an overview found in the top banner.
    • You can perform actions on data using wizards.
    • Read-only fields are grayed out.
    • Certain fields have context-specific options. Open url.png See the description.
               example    Access the form of a linked record, geolocation, send an email to the recipient
    • Tabs are divided into two lists: Related Elements (tabs containing data) and More (tabs without data).
       

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. Open url.png See the procedure.
  • Each customer can configure forms based on their requirements in the form editor. Open url.png See the procedure (Note: Only for authorized user profiles).
  • Product name - ev sas.png contextual apps can be linked to incidents/service requests.


Description

Zone     Description
(1)   Top banner
  • Form - Summary - Object icon.png: Icon used to identify the type of object displayed, e.g. incident, request, etc., followed by the title of the object.
  • Tools icon.png: List of contextual tools specific to the form.
  • Save icon.png: Used to save the form.
    • The icon is grayed out when no modifications have been made.
    • It is green while modifications are being saved.
    • A warning will appear if you want to exit the form without saving the changes made.
  • Wizards list icon.png : Used to access the list of wizards.
    • The three most recently used wizards will appear as buttons, enabling you to access them quickly.
    • The other wizards are available in the list.
(2)   Overview of the form
  • Most important information in the form, e.g. number, description, manager, status, impact, urgency, etc.
  • In the forms of process elements such as incidents, requests or problems, the life cycle is displayed.
(3)   Tabs in the left pane of the form
  • Activity: This appears only in the forms of process elements such as incidents, requests or problems. It shows the list of actions successively performed to process the current object in a chronological sequence.
    • Wizards that can be run outside the workflow are found at the top of the tab.
    • You can access the contextual wizards specific to each action by clicking Wizards list icon.png.
  • Details: Detailed information in the form.
    • Some information is grouped in sub-sections at the bottom of the screen.

      example   Financial data of an item of equipment

  • Discussion: List of discussions associated with the current object.
    • The counter displayed next to the tab name indicates the number of unread discussions.
(4)   Tabs in the right pane of the form
  • Related Elements: List of related elements with data.
  • More: List of related elements without any data.

Note:

  • The Attachments tab is always displayed in the Related Elements list even if it does not contain any data.
  • The toolbar also displays the list of contextual wizards.
  • Click the card of each related element to display its details in a popup window.
  • When you create a related element in the More list, i.e. not containing any data, it will be moved to the Related Elements list. If you delete all related elements in a tab, it will be moved to the More list because it no longer contains any data.
  • The number of elements in each tab is displayed after the title. It is updated each time related elements are added or deleted.
  • By default, a maximum of four elements are displayed in each tab. Click View All at the bottom of the tab to display all related elements.
(5)   Contextual right sidebar
  • Full-Text Search button.png: Used to access the full text search
  • Product name - ev sas.png contextual apps linked to the current record. Note: Only for Incident/Service Request forms.   Open url.png See the description.

    Fundamentals - Form - Incident Service request - Contextual apps - Left sidebar.png


Toolbar specific to related elements
         Fundamentals - Form - Related elements toolbar.png

Icon Description Representation
New Add a new record to the related element using the specific creation wizard.
Map mode icon.png Display related elements in Grid mode with one row for each related element.

Click Grid mode icon.png to switch to Card mode.

Card mode

Fundamentals - Form - Tab - Map mode.png

Grid mode

Fundamentals - Form - Tab - Grid mode.png

Full screen mode icon - off.png Display related elements in full screen mode. Only the top banner will remain displayed.

Click Full screen mode icon - on.png to return to standard mode.

Standard mode

Fundamentals - Form - Tab - Full screen off mode.png

Full screen mode

Fundamentals - Form - Tab - Full screen on mode.png

Extended column icon - off.png Display one tab only in the list.

Click Extended column icon - on.png to return to the standard display of all tabs.

All tabs mode

Fundamentals - Form - Tab - Extended mode off.png

Single tab mode

Fundamentals - Form - Tab - Extended mode on.png

Apps - Edit icon.png Access the tab in edit mode to modify the default display of the tab.

Note: Only for authorized user profiles.   Open url.png See the procedure.

v Hide the details of the tab. Only the header is displayed.

Click > to display the details again.

Details mode

Fundamentals - Form - Tab - Detail mode on.png

Header mode

Fundamentals - Form - Tab - Detail mode off.png

Trash icon.png Delete a record.

In Card mode, the icon will appear when the cursor hovers over the element.


Options specific to fields

Icons are specific to each field. They are displayed:

  • (1) In the top right of the field.
  • (2) When the cursor hovers over the field.

      Fundamentals - Form - Contextual icons.png

Icon Access Function Description
List open icon.png 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.
Tree open icon.png 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.
Display popup icon.png 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 Back icon.png in the browser toolbar to return to the current form.
  • When you click the Display popup icon.png icon in the Details popup window, nested windows will appear.

    example Details on the location within the user popup window

Mail icon.png 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.
View map location icon.png 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.
Open link icon.png Top right of the field Display related information Used to display additional information related to a field such as a workflow, network ID, etc.
Open link icon.png 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/.
CMDB graph icon.png Top right of the field

Note: Only for Service fields.

Display CMDB graph Used to display the CMDB graph.

How to...?

Open a form

1. Via the menu pane:

  • Expand the tree structure in the menu pane and click the menu item to which the relevant object belongs.

    The list of objects will appear.

  • (optional) Select the List view to display the full list of objects.
  • (optional) Use the quick filter to retrieve the object quickly by applying restriction criteria.
  • Click the sequence number of the corresponding object in the first column # of the grid.

    The form will open.

2. Via the search field:

  • Click in the search field found in the top banner.
  • Enter the first three characters of the object you want.

    A list of objects starting with these characters will appear.

  • Select the object you want.

    The form will open.

Modify the display of the form overview

Note: Only for authorized user profiles.

1. Open the form of the object whose overview you want to modify.

2. Click Tools icon.png > Edit Form to switch to edit mode.

3. Complete the Overview section.

Form edit - overview.png

  • Query: Select the parent query from the list of queries linked to the same table as the form.
  • Report: Select the specific view that will display the overview of the form. You should use the List view or create a new view prior to this.

example   Overview of the Equipment form ==> Selection of the List view

List edit - overview.png

4. Click Save and Close.

The first fields in the selected view will automatically appear. The number of fields displayed depends on the width of the screen.

Form - overview.png

Return to the default display of the form overview

Note: Only for authorized user profiles.

1. Open the form of the object whose overview you want to modify.

2. Click Tools icon.png > Edit Form to switch to edit mode.

3. Delete the information in the Overview section.

Form edit - no overview.png

4. Click Save and Close.

The first fields in the form will automatically appear.

Form - no overview.png

Modify the form presentation

Note: Only for authorized user profiles. Open url.png See the procedure.

Manage and configure related elements

Note: Only for authorized user profiles. Open url.png See the procedure.

Link contextual apps to Incident/Service Request forms

Note: Only for authorized user profiles. Open url.png See the procedure.

Tools

    Open url.png See Interface in version 2016 and earlier

         Fundamentals - Tools - Content - List mode.png Fundamentals - Tools - Content - Form mode.png

  • 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 Tools icon.png found in the top banner of each screen, in List or Form mode, to access the tools.
          Fundamentals - Tools.png

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.
             Fundamentals - Tools - Active option.png

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.   Open url.png 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 to the clipboard to obtain page data in JSON format.
  • The URL is generated as follows.
https://{your_server}}/api/v1/{your_account}/internalqueries?queryguid={....}&filterguid={....}&viewguid={....}

Open url.png See the REST API - Execute an internal query method.

Add to Favorites List mode Add the current page to your favorites.

Tools - Favorites.png

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.   Open url.png See the procedure.

Organize Related Elements Form mode Modify the display of Related Elements tabs.   Open url.png 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.


How to...?

Modify the form presentation

Note: Only for authorized user profiles. Open url.png See the procedure.

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

1. Open the form you want.

2. Click Tools icon.png in the top banner and select Organize Related Elements.

3. Select the related elements to be displayed.

  • Click and drag the related elements that should be displayed to the top pane, Visible Related Elements (1).
  • Click and drag the related elements that should be hidden to the bottom pane, Hidden Related Elements (2). Fundamentals - Tools - Display related elements.png

4. Define the order of the visible related elements by clicking and dragging them to the position you want within the top pane (1).

5. Click Save.

Manage and configure related elements

Note: Only for authorized user profiles. Open url.png See the procedure.

Manage favorites

Open url.png See the procedure.

Quick Call

Open url.png See Interface in versions 2016 and earlier

     Fundamentals - Ticket.png

  • 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.
             Searching bar.png
             Search user.png
  • When there are open tickets for the user, the Ticket - List button.png button allows to display the list. You can resume a ticket processing by clicking on one of them.
             Tickets list.png

 

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.
     

How to...?

Create a ticket

Open url.png See the procedure.

Discussions

Fundamentals - Discussions.png
          

  • 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    Discussion - Problems icon.png 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    Discussion - Question icon.png 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.
  • Posts related to a Service Manager object:
    • Users can access all discussions on objects associated with their location or entity based on the visibility of the discussion.
    • You can access discussions in the form of the object in the dedicated Discussion tab.
    • They are not available in User forms.
    • The counter displayed next to the tab name indicates the number of unread discussions.
  • Posts unrelated to Service Manager:
    • Users can access all discussions created by other users in the same location or entity based on the visibility of the discussion.
    • You can access them by clicking Notification icon - Discussions.png in the notification bar.
    • The counter of the icon indicates the number of unread discussions.
       

How to...?

Create a discussion

Open url.png See the procedure.

Take part in and follow a discussion

Open url.png See the procedure.

Search a discussion

Open url.png See the procedure.

Functionalities

Searching for records

Open url.png 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.

    example    Search for incidents occurring in July 2018 ==> I1807
    Search via area.png

    • The Display popup icon.png Search option is used to run a search on all objects containing the characters you entered. The search results will be displayed in a new page.
               Search via area - Search for option.png
               Search via area - Search for option - Results.png
  • 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 Grey Up and down arrow icon.png.
    • 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
      Search via column header.png
      Search via column header - Result.png

  • Via full text search. Click Full-Text Search button.png 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
      Search via full-text.png

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

    example    Employees, functions, items of equipment, locations
    Search via field.png

Notes

Characteristics of predictive entry

  • 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).
  • 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.

example    Search criterion = Mia US
==> This will display: USA/Miami/Building 1 (= location); MIA32PUS Screen (= asset reference) ; Russel, Mia (= employee)

How to...?

Configure the display of search results

Note: Only for authorized user profiles. Open url.png See the procedure.

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 open icon.png (List field) or Tree open icon.png (Tree field).

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

Note:

  • The icons are always displayed on tablets.
  • Delete icon.png : Used to reinitialize the data entry field.
List field Tree field
Search - List field icons.png Search - Tree field icons.png

(1): Search field.

(2): To modify the filter criteria, click the relevant column.

Search - List values.png

(1): Search field.

(2): Tree structure of values. Note: Enable the functionality in Other Parameters > {ADMIN} Hide archived roots to display archived roots.

Search - Tree values.png

Viewing records

Open url.png See Interface in versions 2016 and earlier

  • Views are ways in which you can consult the records of each menu item.
  • You can display views in List mode by clicking View... in the options bar.
             View list.png
  • 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
      View by list.png

  • Views by grouping level:
    • Records are grouped by grouping level. Each grouping level corresponds to one or more criteria.
    • Drill-down functionality:
      • 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, 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 or in charts.
                 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
View by grouping levels - Standard display.png View by grouping levels - Graphical display.png

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 Edit icon.png to modify views. To do this, you must have the appropriate access rights.
     

How to...?

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.

    View by grouping levels - Breadcrumb.png

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. Open url.png See the procedure in How to create a view and check its workability.

Sorting records

Open url.png 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 Grey Up and down arrow icon.png is found in the column header can also be used to sort data.

    example    Sort incidents in ascending order of priority
    Sort records.png

Notes

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

How to...?

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. Black Up arrow icon.png is displayed to the right of the column header.

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

Black Down arrow icon.png is displayed to the right of the column header.

Filtering records

Open url.png 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 by selecting Filter... in the options bar.
    • Using a quick filter by selecting Quick filter icon.png Filter. You then search for records using a maximum of three criteria and the AND/OR operators. Open url.png See the procedure.
               Filter access.png
       

Notes

  • Users have access to the filters defined for their user profile. A list is predefined for each menu item.
  • At the bottom of the Filter... drop-down list, click Edit Filter Edit icon.png to modify filters. To do this, you must have the appropriate access rights.
  • A filter will remain active as long as it has not been disabled.
  • Quick filters are specific to each user, regardless of the workstation used. They are stored after logout.


How to...?

Disable the current filter

1. Select No Filter from the Filter... drop-down list.

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

Use the quick filter

1. Click Black Down arrow icon.png to the right of the options bar and select Quick filter icon.png Filter.

Quick filter - Access.png

2. Enter your search criteria.

Quick filter - Criteria.png

  • 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 Black Down arrow icon.png again and select Quick filter icon.png Filter.

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

6. Delete the quick filters you no longer use.

  • Click Black Down arrow icon.png and select Quick filter icon.png Filter.
  • Select the relevant filter.
  • Click Delete.

Selecting records

Open url.png 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

Notes

  • Click a row to add it to your selection. They will be highlighted in Selected row color.png.
             Select records.png
  • The number of selected records appears to the left of Black Down arrow icon.png. 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 Black Down arrow icon.png to the right of the options bar provides several options.
Select records - Options.png
  • Empty selection icon.png Empty the Selection
  • Bar code selection icon.png Bar Code Selection

How to...?

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 Selected row color.png.
  • The number of selected records appears to the left of Black Down arrow icon.png.

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 Black Down arrow icon.png to the right of the options bar.

2. Click Select all icon.png 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 Black Down arrow icon.png and select Bar code selection icon.png 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

Select records - Bar codes.png

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 Black Down arrow icon.png to the right of the options bar.

2. Click Empty selection icon.png Empty the Selection.

All records will automatically be unselected.

Exporting records

Open url.png 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

  • You export Service Manager objects such as filters and views in the Administration menu. Open url.png 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.
    • Records are delimited by a separator, e.g. semicolon, comma or tab.
  • 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.
       

How to...?

Export records to a CSV file

1. (optional) Define the field separator for CSV files.

  • Display the list of employees.
  • Run the Excel Separator wizard.
  • The separator you select here (e.g. semicolon, comma or tab) must correspond to the separator specified in the List separator field in your computer's regional settings. Open url.png See Control Panel > Regional and Language Options.

    Export records - Windows control panel - Separator list.png

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

3. Click Tools icon.png in the title bar and select Export.

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

4. 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 Tools icon.png in the title bar and select Print.

3. Select the file format you want.

Export records - Print option.png

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.

    Export records - Print option - PDF File.png

  • 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 Tools icon.png 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

Open url.png See Interface in versions 2016 and earlier

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

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

  • You can see file attachments in the Attachments tab in forms.
             Upload file - Attachments tab.png
  • 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.
     

How to...?

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.

Upload file.png

4. Upload the file you want.

  • You can click and drag the file from your File Explorer to the Upload file - Green area.png field.
  • You can also click Upload file - Green area.png. 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 Delete red icon.png 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.
             Quick access command - Example.png
     

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 /NewService ==> Enter the name of the service and recipient

How to...?

Use quick access commands

UseQuickCommand_Procedure

1. Enter the slash / in the search field.
         Search - Command entry.png
The list of quick access commands will automatically be displayed.
         Search - Commands list.png

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

3. (optional) Specify the search value based on the type of command.
         Search - Command execution - Value entry.png

  • If predictive entry is enabled for the command, the list of values containing the characters entered will automatically appear.
             Search - Command execution - Autocompletion.png
  • Select the relevant value and click Display popup icon.png.
    • The command will run using the selected value.
      Example documentation icon EN.png  Open the Employee form Search - Command execution - Result.png
    • For Link commands, the website will appear in a new tab of the Web browser.
Tags:
Last modified by Christine Daussac on 2019/11/29 17:46
Created by Administrator XWiki on 2018/12/14 11:29

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