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

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...?

Access Service Manager

Change your password

Request a new password if the password is forgotten

Manage user passwords

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...?

Log out from Service Manager

Display the Service Manager imminent logout message

Home

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

• 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...?

Configure the Home page

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.

• Users can configure their menu pane using the Edit option. This opens the menu editor where they can:
  • Add folders, favorites (frequently used menu items) and shortcuts to Service Apps apps and websites.
  • Select the Home page from a list of the Service Apps apps authorized for the user.

• 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)

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

Manage favorites

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 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

Open a favorite

Manage favorites

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...?

Open a browsing history link

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.
     

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.
• 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) Click View all messages to display notifications in a dedicated tab. Note: Only an evie type user can send these notifications (the Is EVIE box must be checked on the Employee form). See the procedure.
Quick Dashboard
Icon	Counter
	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)
	Click one of the counter to display the list of objects concerned.
Discussions
Icon	Counter
	Number of discussions unread by the logged-in user

How to...?

Display the Quick Dashboard in the notification bar

(Back Office) Use the Quick Dashboard

(Back Office) Assign an action to yourself

(Back Office) Create evie notifications

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...?

Configure notifications

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.
Change my Password	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 (option is disabled).
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. Default theme: Oxygen theme. Dark theme: Theme with a range of dark colors. Projector theme: Theme with sharp contrasts for the enhanced display of elements when projected onto big screens. 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

How to...?

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

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

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 to switch to Card mode.		Card mode	Grid mode
	Display related elements in full screen mode. Only the top banner will remain displayed. Click to return to standard mode.		Standard mode	Full screen mode
	Display one tab only in the list. Click to return to the standard display of all tabs.		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.   See the procedure.
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

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 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.
	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 in the browser toolbar to return to the current form. When you click the icon in the Details popup window, nested windows will appear. example Details on the location within the user 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...?

Open a form

Update tabs

Modify the display of the form overview

Return to the default display of the form overview

Modify the form presentation

Manage and configure related elements

Link contextual apps to a form

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.   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 that returns data in JSON format to the clipboard. See the procedure. See the REST API - Execute an internal query method.
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.   See the procedure.
Organize Related Elements	Form mode	Modify the display of Related Elements tabs.   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

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

Manage and configure related elements

Manage favorites

Display data 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...?

Create a ticket

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.
             example     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     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  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

• 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

    
    

• 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.

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, the  dot will not be displayed and the  icon will appear in black which is the default theme color.
             

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.
           
• 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. 

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

Modify a view

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...?

Sort records in a grid

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:
  • 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

Use the quick filter

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.

Empty the Selection Bar Code Selection

How to...?

Select records manually

Select all records

Select records automatically by bar code

Clear the current selection

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...?

Export records to a CSV file

Export records to a file

Export records in base64 format

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...?

Manage attachments in a form

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...?

Use quick access commands