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- Service Manager - The Graphical User Interface
Service Manager - The Graphical User Interface
Structure of the graphic interface
Description
(1): Top banner
- The banner appears in all Service Manager app screens.
- It contains a customizable logo, a search field that also displays the browsing history and actions performed, a notification bar, the User information zone and the logout button.
(2): Sidebar menu pane
- The pane appears in all Service Manager app screens.
- Users can customize it with the relevant menu items they are authorized to access via their user profile. They can also add favorites and links to websites, apps and quick access commands /.
(3): Home
- You can access the Home page via the
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 Service Apps 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.
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. 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.
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
- You log in to Service Manager via a secure connection. This is performed via the login page.
- The account identifies the Service Manager database, e.g. test case, sandbox or production database.
See Different Service Manager platform accounts.
Notes
- Only a user profile authorized to perform access management can manage the passwords of users.
- Only passwords stored in Service Manager can be modified. Passwords stored in the corporate directory cannot be modified using the procedure below.
How to...?
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.
1. Click the User information zone in the top banner.
2. Select Change My Password.
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.
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.
5. Modify the temporary password via the User information zone > Change my Password option.
Your previous password will be reset and will no longer be usable.
Note: Only for authorized user profiles. See the procedure in Password management.
Logging out
- You log out of Service Manager using the
button in the top banner.
Notes
- If the idle time in Service Manager exceeds the specified session timeout, a warning will automatically appear. You can cancel the imminent logout process or you can log out.
- This message is displayed in addition to the Web browser notification.
- You define the automatic session timeout in {ADMIN} Session timeout (in seconds) in the Other Parameters menu.
- You define how long the warning message will be displayed in Other Parameters > {ADMIN} Length of time to display timeout notification pop-up (in seconds).
- The remaining login time is automatically displayed in red when there are 10 seconds left.
How to...?
1. Click .
2. (optional) A warning message will ask if you want to save the modifications you made. These will be highlighted in yellow .
- 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
- You define the Home page using a Service Apps app.
- You access it by clicking
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 Service Apps app is displayed.
- If you do not have Service Apps, a default Home page will be displayed. You will not be able to modify it.
- The
Home menu item is always found at the top of the menu pane. You cannot delete it.
How to...?
1. Create your Service Apps app See the procedure.
2. Log in to Service Manager.
3. Click at the bottom of the menu pane.
The menu Editor will appear.
4. Click the 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 Service Apps 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
See Interface in version 2016 and earlier
- The menu pane displays the menu items that logged-in users are authorized to access.
- Mandatory menu items defined by the administrator for each user profile are grouped in the
Global Menu option which is found at the bottom of the menu pane.
- Menu items added by users from the optional menu items defined for the user profile are grouped in the
My Menu option.
- Mandatory menu items defined by the administrator for each user profile are grouped in the
- Users can configure their menu pane using the
Edit option. This opens the menu editor where they can:
- The search field at the bottom of the menu pane is used to filter menu items.
Notes
- The menu pane always appears to the left of the screen. It cannot be hidden.
- Display or hide the options by clicking
at the bottom of the menu pane.
- Click the
Home menu item at the top of the menu pane to return to the Home page. It is displayed only when the
My Menu option is active.
- The contents in the
My Favorites menu item are specific to each user.
See the description.
- By default, the
My Menu option only displays the mandatory menu items for the user profile.
- 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)
See the procedure.
Configure the menu pane for a user profile (Administrator mode)
Note: Only for authorized user profiles. See the procedure.
See the procedure.
Favorites
See Interface version 2016 and earlier
- Favorites are shortcuts to a menu/filter/view combination in a screen displayed in List mode.
- They are created by each user.
Notes
- Favorites are specific to each user, regardless of the workstation used. They are stored after logout.
- They are available in the menu pane in the
My Favorites folder.
- The folder is available and identical in the two menu pane options,
My Menu and
Global Menu.
- The folder is available and identical in the two menu pane options,
- 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...?
1. Open the relevant screen in List mode.
2. Activate the filter and view you want.
3. Click 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 My Favorites folder in the menu pane.
Default name = Menu name, filter name or view name.
1. Click to open the
My Favorites folder in the menu pane.
2. Select the favorite you want.
The list will appear.
1. Display the menu pane options by clicking at the bottom of the menu pane.
2. Click Edit.
The menu editor will appear.
2. Select the My Favorites tab.
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
next to the favorite.
4. Click Save.
The My Favorites folder will be refreshed.
Browsing history
See Interface in versions 2016 and earlier
- The browsing history stores the last forms you viewed, making it easy for you to access them again in one click.
- Your browsing history is automatically constructed as you browse through Service Manager.
Notes
- The history is specific to each user, regardless of the workstation used, and it is stored after logout.
- You can access it by clicking in the search field in the top banner.
- The number of favorites stored by default is defined in Other Parameters > {ADMIN} Number of links stored in browsing history. Caution: The value specified will apply to all users.
- The information displayed in the list of browsing history results corresponds to the first field displayed in the object's form.
How to...?
1. Click in the search field.
The list of stored links will appear.
2. Select the link you want.
The form will open.
Notification bar
See Interface in versions 2016 and earlier
- The notification bar is made up of the following:
- (1) evie notifications sent in the Send Notification steps in processes.
- (2) The Quick Dashboard, i.e. notifications on the number of actions or approvals for the user using specific icons.
- (3) Notifications on unread discussions.
- The counter of the icon indicates the number of unprocessed objects.
- Click each icon counter to display the list of objects concerned.
- Display of the notification icons on screens with less than 1200 pixels is superimposed on the search field.
- Click in the search field to automatically group them in the
icon.
- Click outside the search field to view them again.
- Click in the search field to automatically group them in the
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.
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.
- It is displayed based on the user profile.
- Discussions: The counter will be displayed only if the user belongs to a group that has access to discussions.
See the procedure.
Description
evie notifications of the processes | ||
---|---|---|
Icon | Counter | |
![]() |
Number of notifications sent in the Send Notification steps in processes (workflows / business rules)
![]() |
|
Quick Dashboard | ||
Icon | Counter | |
![]() |
Number of Late actions or approvals assigned specifically to the logged-in user
(actions whose OLA target date is exceeded) |
|
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Number of To Do actions or approvals assigned specifically to the logged-in user
(actions whose actual start and end dates are not specified) |
|
![]() |
Number of To Do actions or approvals assigned to one of the user's groups
(actions whose actual start and end dates are not specified) |
|
|
||
Discussions | ||
Icon | Counter | |
![]() |
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. See the procedure
(Back Office) Use the Quick Dashboard
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 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
See the procedure.
Web browser notifications
- Certain Service Manager events can be reported using Web browser notifications.
- Imminent logout
- New action or new late action for the user
- New action for one of the user's groups
- New news article
- New elements in a discussion
- These notifications are displayed at the bottom right of the Service Manager interface window.
Notes
- Notifications are displayed only if the logged-in user authorized their display.
- Browsers supported by Service Manager for the display of notifications:
- Chrome, Firefox, Edge, Safari
- In Windows 10 and OSX, the message is also added to the OS notification system.
How to...?
1. Click at the bottom of the notification.
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
See Interface in versions 2016 and earlier
- The User information zone is the zone found to the right of the top banner.
- Click to open it.
- Reduced pane: Displays the photo of the logged-in user, name, user profile and current domain.
- Expanded pane: Access to modify certain personal information and change the current domain, to change how lists are displayed, to select the theme applied to the graphic interface, to display the map site.
Description
Option | Description |
---|---|
My Details | Used to open the User form. You can modify the personal information, photo and interface language. |
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Used to modify the password for accessing Service Manager. |
Show Grid Line Numbers | Used to define how you can open forms from a list, i.e. using the sequence number of the record in the first column # of the grid (option is enabled) or using the magnifying glass icon ![]()
|
Map site | Quick access to all the menu items that the logged-in user is authorized to access. Click to a menu item to open the screen.
|
Domain | List of domains, other than the current domain, that the user is authorized to access. |
Themes | List of themes that allow to manage the overall visual appearance of the Service Manager graphic interface.
Note: If you modified the Service Manager logo, you must have one version that is adapted to light themes and another adapted to dark themes. |
List mode
This mode displays the list of records retrieved by a filter or view in a grid or in a chart.
example Standard display: Grid
example Chart: Pie Chart
Notes
- The different charts are available only for views with grouping levels.
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 |
|
(2) Filter..., View..., Display as..., Number of records |
|
(3) List of records |
|
How to...?
Modify access to forms, i.e. using the sequence number or magnifying glass icon
1. Click the User information zone.
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.
- Option disabled: You access forms by clicking the magnifying glass
next to each record.
Form mode
See Interface in version 2016 and earlier
- Forms are objects used to access the details of Service Manager records.
- Information is displayed in fields and tabs.
See the description.
- Each form has a title and an overview found in the top banner.
- Tabs are divided into two lists: Related Elements (tabs containing data) and More (tabs without data).
- You can perform actions on data using wizards.
- Read-only fields are grayed out.
- Certain fields have context-specific options.
See the description.
example Access the form of a linked record, geolocation, send an email to the recipient
Notes
- By default, the title of the form is the name of the first field in the Details tab.
- The form overview displays the first six fields in the form by default. You can switch to edit mode to customize this. You should define the Overview section.
See the procedure.
- Each customer can configure forms based on their requirements in the form editor.
See the procedure (Note: Only for authorized user profiles).
- Contextual Service Apps apps can be linked to each form.
Description
Zone | Description |
---|---|
(1) Top banner |
|
(2) Overview of the form |
|
(3) Tabs in the left pane of the form |
|
(4) Tabs in the right pane of the form |
Note:
|
(5) Contextual right sidebar |
|
Toolbar specific to related elements
Icon | Description | Representation | ||
---|---|---|---|---|
New | Add a new record to the related element using the specific creation wizard. | |||
![]() |
Display related elements in Grid mode with one row for each related element.
Click |
Card mode
|
Grid mode
|
|
![]() |
Display related elements in full screen mode. Only the top banner will remain displayed.
Click |
Standard mode
|
Full screen mode
|
|
![]() |
Display one tab only in the list.
Click |
All tabs mode
|
Single tab mode
|
|
![]() |
Access the tab in edit mode to modify the default display of the tab.
Note: Only for authorized user profiles. |
|||
v | Hide the details of the tab. Only the header is displayed.
Click > to display the details again. |
Details mode
|
Header mode
|
|
![]() |
Delete a record.
In Card mode, the icon will appear when the cursor hovers over the element. |
Options specific to fields
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.
Icon | Access | Function | Description |
---|---|---|---|
![]() |
On hover
Note:
|
Select a value | The list of possible values will appear in a popup window. |
![]() |
On hover
Notes:
|
Select a value | The list of possible values will appear in a popup window. |
![]() |
Top right of the field | View in a popup | Used to display the record in a popup window.
|
![]() |
Top right of the field
Note: Only for User fields. |
Send an email | Used to open the messaging system. The Recipient field is preloaded with the user's email address. |
![]() |
Top right of the field
Note: Only for Location fields. | Google Maps | Used to access Google Maps and indicate the location of the address on the map. |
![]() |
Top right of the field | Display related information | Used to display additional information related to a field such as a workflow, network ID, etc. |
![]() |
Top right of the field
Note: Only for Category fields. | View UNSPC information | Used to display additional information related to a product or service via the website, http://www.unspsc.org/. |
![]() |
Top right of the field
Note: Only for Service fields. | Display CMDB graph | Used to display the CMDB graph. |
How to...?
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.
1. Create a new item
- Run the New wizard at the top of the tab.
2. Delete an item or association with a related item
- Move the cursor over the corresponding item and click
.
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 > Edit Form to switch to edit mode.
3. Complete the Overview section.
- 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
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.
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 > Edit Form to switch to edit mode.
3. Delete the information in the Overview section.
4. Click Save and Close.
The first fields in the form will automatically appear.
Note: Only for authorized user profiles. See the procedure.
Manage and configure related elements
Note: Only for authorized user profiles. See the procedure.
Link contextual apps to a form
Note: Only for authorized user profiles. See the procedure.
Tools
See Interface in version 2016 and earlier
- Tools are used to access different functionalities specific to the screen, e.g. edit parent queries, print lists, export data (encrypted or non-encrypted), access contextual help pages in the wiki, open the form editor, etc.
- Click
found in the top banner of each screen, in List or Form mode, to access the tools.
Notes
- Tools are displayed only for users with the appropriate access rights.
- A vertical green line found to the left of the tool indicates that it is the one currently in use.
Description of options
Options | Access | Description |
---|---|---|
Edit | List mode | Access the list in edit mode (modification of the parent query associated with the list).
Note: Only for authorized user profiles. |
List mode | Print the list of records.
|
|
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).
|
Help | List mode | Access the contextual help page in the wiki. |
REST API URL | List mode | Generate and copy the URL of the active page that returns data in JSON format to the clipboard.
|
Add to Favorites | List mode | Add the current page to your favorites. |
Edit Form | Form mode | Access the form in edit mode (modification of the form presentation using the form editor).
Note: Only for authorized user profiles. |
Organize Related Elements | Form mode | Modify the display of Related Elements tabs. ![]()
|
Form mode | Send a list of attachments related to the current form by email. |
How to...?
Note: Only for authorized user profiles. See the procedure.
Modify the visibility and order of related elements (configuration specific to each user).
1. Open the form you want.
2. Click 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).
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. See the procedure.
See the procedure.
1. Display a screen in List mode. Select the relevant data.
2. Click in the top banner and select REST API URL.
The URL of the active page will be generated and copied to the clipboard as follows:
3. Open a tool for running queries, e.g. Postman or Power BI.
4. Run the URL you just copied. Note: You should specify the information for accessing the REST API.
The page will appear in JSON format.
Quick Call
See Interface in versions 2016 and earlier
- The Quick Call is the quick input screen that enables you to enter data quickly for a ticket, e.g. a new incident, service request or change request.
- You can create a quick call by searching the requestor/recipient via the search field in the top banner and then by clicking + Ticket. Information on the selected user are preloaded in the incident/request.
- When there are open tickets for the user, the
button allows to display the list. You can resume a ticket processing by clicking on one of them.
Notes
- You can create a ticket only if you have the appropriate access rights to either the Service Operation menu for an incident or service request, or to the Service Transition menu for a change request.
How to...?
See the procedure.
Discussions
- Discussions are collaborative spaces where information is shared among Back Office users.
- They can be about:
- A Service Manager object, represented by an icon.
exampleProblem
- A topic unrelated to Service Manager. They can be organized into three categories: event, question and information. Each is indicated by a specific icon.
exampleWhat is your preferred remote access tool?
- A Service Manager object, represented by an icon.
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
in the notification bar.
- The counter of the icon indicates the number of unread discussions.
How to...?
See the procedure.
Take part in and follow a discussion
See the procedure.
See the procedure.
Functionalities
Searching for records
See Interface in versions 2016 and earlier
- Service Manager provides many ways in which you can search for information, e.g. search field, search within a grid's column headers, full text search, or predictive entry where the list of values is displayed progressively as you enter the characters searched for.
- Click one of the results to see the form of the record.
Different ways to search
- Via the search field in the top banner.
- By default, the string is searched at the start of the word.
- Memo fields can be included in the search. In this case,
is displayed next to the Memo field whose contents contain the keyword. Move the cursor over the icon to preview the content of the field. Note: You must first perform a configuration in the Search Studio.
example Search using the string CRI:
- Equipment: The CRI string is found in the asset tag
- One employee: The CRI string is found at the start of the email address
- One knowledge article: The CRI string is found at the start of the Response Memo field
- Via the column headers of the grid.
- You can run a search on all columns used to sort data, i.e. when the name is followed by
.
- Predictive entry is used to display a list of values progressively as you enter the characters searched for.
example Search for a user whose name starts with mor
- You can run a search on all columns used to sort data, i.e. when the name is followed by
- Via full text search. Click
in the right sidebar of each form.
- Search for a set of words or for the results of an SQL query in certain objects such as incidents, problems or knowledge articles.
- Search results are displayed in List mode in order of relevance.
example Search for objects containing the word Print
- Via predictive entry in all fields linked to lists of values or hierarchies.
See the procedure.
example Employees, functions, items of equipment, locations
Notes
- You can configure the display of search results for certain search options in the Search Studio.
See Configurable elements.
Characteristics of predictive entry
- You can define the number of characters that will trigger predictive entry in Other Parameters > {ADMIN} Run predictive search using number of characters specified (default value: 3. This is the minimum value).
- The first ten records corresponding to the search criteria will appear. For a search run in a field, the first five will appear.
- Search criteria are linked using the AND operator and are not case-sensitive.
- You can define the search criteria in any order.
example Search criterion = Mia US
==> This will display: USA/Miami/Building 1 (= location); MIA32PUS Screen (= asset reference) ; Russel, Mia (= employee)
Characteristics of the search via the top banner
- To search for a string within a word, you should surround the string with the % characters. Note: This search method requires a longer response time than the standard one.
example %fer% ==> Search for the fer string in all values, regardless of its position.
- The
Search option at the top of the results list is used to switch in Grid mode.
- This mode is used to display all results from the search. Note: Only the first five records by meta-object will be displayed in the list results.
- The
icon is displayed next to a Memo field whose contents contain the keyword. You can preview the content of the field when the cursor hovers over the icon. Click
to display all of the field contents.
Note: The contents of the Memo field can be displayed even if they do not contain the search string. In this case, thedot will not be displayed and the
icon will appear in black which is the default theme color.
- This mode is used to display all results from the search. Note: Only the first five records by meta-object will be displayed in the list results.
How to...?
Configure the display of search results
Note: Only for authorized user profiles. See the procedure.
Use predictive entry in List and Tree fields
1. Move the cursor over the data entry field.
2. Click (List field) or
(Tree field).
The list of possible values will appear in a popup window.
Note:
- The icons are always displayed on tablets.
: Used to reinitialize the data entry field.
List field | Tree field |
---|---|
![]() |
![]() |
(1): Search field. (2): To modify the filter criteria, click the relevant column. |
(1): Search field. (2): Tree structure of values. Note: Enable the functionality in Other Parameters > {ADMIN} Hide archived roots to display archived roots. |
Viewing records
See Interface in versions 2016 and earlier
- Views are ways in which you can consult the records of each menu item.
- You can display views in List mode by clicking View... in the options bar.
- Service Manager provides two display modes, i.e. views by list or views by grouping level (or by criterion).
example All Incidents menu item ==> View List; View Group (grouping level); View Group, Status (grouping level); View Location (grouping level)
Different types of views
- Views by list:
- Each row displays one record. Click the sequence number in the first column # of the grid to open the form.
- One list view is generally defined for each menu item.
example All Incidents menu item ==> List of Incidents view
- Views by grouping level:
- Records are grouped by grouping level. Each grouping level corresponds to one or more criteria.
- Drill-down functionality:
- 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.
- You can display grouping levels in List mode or in charts.
example View Urgency grouping level
Standard display List
Chart Horizontal Bar Chart
Notes
- Users have access to the views defined for their user profile. A list is predefined for each menu item.
- At the bottom of the View... drop-down list, click Edit View
to modify views. To do this, you must have the appropriate access rights.
How to...?
Use the drill-down functionality to browse through a view by grouping level
Note: Only for authorized user profiles. See the procedure in How to create a view and check its workability.
Sorting records
See Interface in versions 2016 and earlier
- By default, each grid is sorted based on the first column of data in ascending order.
- Any column where
is found in the column header can also be used to sort data.
example Sort incidents in ascending order of priority
Notes
- You can sort records:
- When data is displayed in a grid in List mode.
- In a view with the lowest grouping level
How to...?
1. Display data in a grid in List mode or in a view with the lowest grouping level.
2. Click the column header that you want to use to sort data.
By default, the column will be sorted in ascending order. is displayed to the right of the column header.
3. Click the column header again to sort the data in descending order.
is displayed to the right of the column header.
Filtering records
See Interface in versions 2016 and earlier
- Filters are used to narrow down the data you want by applying restriction criteria. This is used to perform a given action on all of the selected records.
example In a problem, you want to run the Link to an Incident wizard for a list of incidents
- You can access them:
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
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...?
1. Select No Filter from the Filter... drop-down list.
All of the records for the current menu item will automatically appear.
1. Click to the right of the options bar and select
Filter.
2. Enter your search criteria.
- Select the search fields from each drop-down list.
- Specify the value you want in the data entry fields.
- You can use the % character.
- When you apply a filter to a Tree field, the lowest grouping level is displayed.
- You can combine up to three criteria and the AND/OR operators.
3. (optional) Save the quick filter search criteria so you can use them again.
- You can click Save to save the current quick filter.
- You can also click Save As to save an existing quick filter using another name.
4. Click Filter.
Data in the grid will be refreshed to display the records corresponding to the filter criteria.
5. To disable the active quick filter, click again and select
Filter.
Data in the grid will be refreshed to display all records.
6. Delete the quick filters you no longer use.
- Click
and select
Filter.
- Select the relevant filter.
- Click Delete.
Selecting records
See Interface in versions 2016 and earlier
- You select records to perform a given action on all of them at the same time.
example Run a wizard on selected records
- You can select records:
- When data is displayed in a grid in List mode.
- In a view with the lowest grouping level.
- Using bar code selection.
Notes
- Click a row to add it to your selection. They will be highlighted in
.
- The number of selected records appears to the left of
. It is updated each time the selection changes.
- You can select records using multiple filters or views. The new records selected will be added to the current selection.
- The current selection is kept as long as it is not cleared.
- The drop-down list
to the right of the options bar provides several options.
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How to...?
1. Display data in a grid in List mode or in a view with the lowest grouping level.
2. (optional) Apply a filter to restrict the number of records displayed.
3. Click to select the rows you want.
- Selected rows will be highlighted in
.
- The number of selected records appears to the left of
.
4. (optional) Modify or finish your selection.
- Click a row to remove it from the selection.
- Select another view and click the relevant rows to add them to your selection.
The number of records will automatically be updated.
1. Click to the right of the options bar.
2. Click Select All.
All records will automatically be selected.
3. (optional) Modify your selection by removing the rows you do not want.
Select records automatically by bar code
1. Click and select
Bar Code Selection.
2. Copy bar codes from an external file and paste them in the data entry field.
example You want to select items of equipment
3. Specify the separator, e.g. tab, semicolon, comma, etc., used in the external file.
4. Click OK.
All records corresponding to the specified asset tags will be displayed and automatically selected.
1. Click to the right of the options bar.
2. Click Empty the Selection.
All records will automatically be unselected.
Exporting records
See Interface in versions 2016 and earlier
- An export consists of extracting data from records in the Service Manager database.
- The export takes into account all records included in the filter that is active when the export is run.
- Data can be exported to different file formats. It can also be encrypted for security reasons.
Notes
- You export Service Manager objects such as filters and views in the Administration menu.
See the description.
Caution
- If you apply a filter and then select certain records, the export will take into account all of the records in the current filter instead of your selection. As such, the processing of large filters may require some time.
Characteristics of export files
- CSV files:
- CSV files can be opened in Excel.
- If the file contains more than 200 records, it will be compressed in GZ format to restrict its size.
- 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...?
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.
See Control Panel > Regional and Language Options.
2. Select the menu item whose records you want to export and select the List view.
3. Click 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.
1. Select the menu item whose records you want to export and select the List view.
2. Click in the title bar and select Print.
3. Select the file format you want.
4. Specify how data will be exported:
- You can create a PDF. To do this, click Download and Save.
The file will be saved in your Downloads folder. Its name will be PrintGrid.
- You can also send the file by email. To do this, click Send by Email. Specify the information required and click Finish.
Export records in base64 format
1. Select the menu item whose records you want to export and select the List view.
2. Click in the title bar and select Encoded Export.
3. Select the fields to be encrypted.
4. Click Download and Save.
The file will be saved in your Downloads folder.
Uploading documents
See Interface in versions 2016 and 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.
- 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...?
1. Open the form you want.
2. Select the Attachments tab.
3. Run the New wizard.
The Upload File dialog box will appear. The list of existing file attachments is displayed.
4. Upload the file you want.
- You can click and drag the file from your File Explorer to the
field.
- You can also click
. Locate the file you want in your File Explorer and click Open.
The new attachment will be added to the table.
5. Specify access to the file in the Self Service portal by checking the Public box.
- You want to display the document in the portal and authorize users to download it: Check the box.
- You do not want to display the document in the portal: Do not check the box.
6. (optional) Click to delete a file.
7. Click Close.
The Attachments tab will be updated.
Quick access commands (slash /)
- The search field in the top banner is used to access shortcuts to filters, wizards, services and websites.
- You can configure shortcuts using quick access commands.
- You call a quick access command using the slash / followed by the shortcut to the command.
Notes
- Quick access commands are accessible depending on authorized profiles.
- They are used to search multiple fields in a single table.
- You can configure the tables and fields on which the commands will run in the Search Studio.
- A quick access command may require additional parameters.
example Enter a command /NewService ==> Enter the name of the service and recipient
How to...?
UseQuickCommand_Procedure
1. Enter the slash / in the search field.
The list of quick access commands will automatically be displayed.
2. Select the quick access command you want to run.
3. (optional) Specify the search value based on the type of command.
- If predictive entry is enabled for the command, the list of values containing the characters entered will automatically appear.
- Select the relevant value and click
.
- The command will run using the selected value.
Open the Employee form
- For Link commands, the website will appear in a new tab of the Web browser.
- The command will run using the selected value.