Structure of the graphic interface

Description

 (1): Top banner

• The banner appears in all  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  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 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

EssentialNotions

Fundamentals

Logging in

• You log in to  via a secure connection. This is performed via the login page.
• The account identifies the  database, e.g. test case, sandbox or production database.  See Different  platform accounts.
   

Notes

• Only a user profile authorized to perform access management can manage the passwords of users.
• Only passwords stored in  can be modified. Passwords stored in the corporate directory cannot be modified using the procedure below.
   

How to...?

Access

Change your password

Request a new password if the password is forgotten

Manage user passwords

Logging out

• You log out of  using the  button in the top banner.

Notes

• If the idle time in  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...?

Log out from

Display the imminent logout message

Home

Caution: You must install in order to configure the Home page. To find out more, please contact your consultant.

• You define the Home page using a 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  app is displayed.
• If you do not have , 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...?

Configure the Home page

Menu pane

  See Interface in versions 2016 and earlier

• The menu pane displays the menu items that logged-in users are authorized to access:
  • The mandatory items defined by the administrator for this user profile.
  • The items added by the logged-in user in the menu Editor from a list of those authorized for the user profile.
• Each user can also:
  • Add folders, favorites (frequently used menu items) and shortcuts to  apps and websites.
  • Select the Home page from a list of the  apps authorized for the user.
     

Notes

• The menu pane always appears to the left of the screen.
  • It cannot be hidden.
  • Click the Home menu item to return to the Home page. This menu item is always found at the top of the menu pane.
      

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

How to...?

Configure the menu pane

Browsing history

  See Interface in versions 2016 and earlier

• The browsing history stores the last screens you viewed, making it easy for you to access them again in one click.
• Your browsing history is automatically constructed as you browse through .
   

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...?

Open a browsing history link

Notification bar

  See Interface in versions 2016 and earlier

• The notification bar displays the number of user actions and approvals and the number of discussions using specific icons.
• 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 only be displayed if the logged-in user is authorized to access the Operation, Transition and Self Service menus.
• They vary depending on whether the profile of the logged-in user is defined as Back Office or Front Office.
• 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.
• The counter will automatically be updated when one of the corresponding objects is processed.
• To enable the Notifications counter, you must configure the process by adding a Send Notification step in a workflow or business rule.
   

Description

Back Office user
Icon	Counter
	Number of notifications sent in the Send Notification steps in workflows
	Number of Late actions or approvals assigned specifically to the logged-in user (actions whose OLA target date is exceeded)
	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)
	Number of discussions unread by the logged-in user

Notes

• The notifications counter  can only be seen by evie users. To define this, the Is EVIE box in the Employee form must be selected.
   

How to...?

(Back Office) Access an Incident/Request/Action form from the notification bar

(Back Office) Assign an action to yourself in the notification bar

(Back Office) Assign an action to a specific user in the notification bar

(Back Office) Create evie notifications via a workflow

Web browser notifications

• Certain  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  interface window.
   

Notes

• Notifications are displayed only if the logged-in user authorized their display.
• Browsers supported by  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

User information zone

  See Interface in versions 2016 and earlier

• 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.
           
   

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 (option is disabled).
Change my Password	Used to modify the password for accessing .
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.

   Standard display: Grid
         

   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

How to...?

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

Form mode

  See Interface in versions 2016 and earlier

• Forms are objects used to access the details of  records.
• Information is displayed in fields and tabs.  See the description.
  • Each form has a title and an overview found in the top banner.
  • You can perform actions on data using wizards.
  • Certain fields have contextual options.  See the description.
              Access the form of a related record, geolocation service, send an email to a recipient
     

Notes

• By default, the title of the form is the first field in the Details tab. 
• Customers can configure forms according to their requirements in the form Editor.  See the procedure.
• By default, the overview of the form displays the first six fields from the form. You can customize this when you switch to edit mode. You must then complete the Overview section.  See the procedure.

Description

Options specific to fields

Icon	Access	Function	Description
	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.
	On hover Note: 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.
	Left 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 to return to the current form. When you click the icon in the Details popup window, nested windows will appear. Details on the location within the user popup window
	Left 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.
	Left 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.
	Left of the field	Display related information	Used to display additional information related to a field such as a workflow, network ID, etc.
	Left 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/.
	Left of the field Note: Only for Service fields.	Display CMDB graph	Used to display the CMDB graph.

How to...?

Open a form

Modify the display of the form overview

Return to the default display of the form overview

Modify the form presentation

Tools

  See Interface in versions 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 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.
           

Wizards

  See Interface in versions 2016 and earlier

• Wizards, which are specific to the selected screen, enable you to perform complex operations easily.
             Delivery reception or link an incident to a problem

• You can select them from a list found in the top banner in each screen.
           

Notes

• The wizards displayed are defined in the profile of the logged-in user with the appropriate access rights.
• A vertical green line found to the left of the object indicates that it is the one currently in use.
           
• The three most recently used wizards appear as buttons in the top banner.
• The other wizards are available in the  list.
   

How to...?

Run a wizard

Creating tickets

  See Interface in versions 2016 and earlier

• The ticket is the data entry screen that enables you to enter data quickly for a new incident, service request or change request.
  • You can access it by running a search for the requestor/recipient and then by clicking New Ticket.
  • Information on the selected user are preloaded in the incident/request.
             
             

• When there are open tickets for the user, the User Tickets 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...?

Create a ticket

Discussions

• Discussions are collaborative spaces where information is shared among Back Office users. 
• They can be about:
  • A  object, represented by an icon.
                Problem
  • A topic unrelated to . They can be organized into three categories: event, question and information. Each is indicated by a specific icon.
                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  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 :
  • 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...?

Create a discussion

Take part in and follow a discussion

Search a discussion

Functionalities

Searching for records

  See Interface in versions 2016 and earlier

•  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.

    Search for incidents occurring in July 2018 ==> I1807
  

  • The 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.
             
             

• 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.

     Search for a user whose name starts with mor
    
    

• 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.

     Search for objects containing the word Print
    

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

    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).
• 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.

How to...?

Configure the display of search results

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 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.
           
•  provides two display modes, i.e. views by list or views by grouping level (or by criterion).

   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.

     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.

        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.
                 Standard (grid), Bar Chart, Pie Chart
    • In the lowest grouping level, only the List mode is available. 

  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

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.

  

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. 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.

    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...?

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. 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.

    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 Filter. You then search for records using a maximum of three criteria and the AND/OR operators.  See the procedure.
             
     

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...?

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 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.

    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.

Empty the Selection 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 .
• 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.

Select all records

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.

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.

Clear the current selection

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  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  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...?

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. 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.

Export records to a file

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.

    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...?

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.

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 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.

    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.
         
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.