ev|Service Engine - The Graphical User Interface


GraphicalInterface_After2016Versions

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

Open url.png See Interface in versions 2016 and earlier

Structure of the graphic interface

      Fundamentals - evsm GUI.png

Description

 (1): Top banner

 (2): Sidebar menu pane

  • The pane appears in all Product name - ev itsm.png app screens.
  • Users can customize it with the relevant menu items they are authorized to access via their user profile. They can also add favorites and links to websites, apps and quick access commands /.

 (3): Home

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

Notes

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

Essential notions

EssentialNotions

Web accessibility (Section 508)

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.

Product name - ev itsm.png complies with several accessibility standards related to this act. Open url.png See Accessibility Section 508 Compliance (EN)

Secure access to data

Secure access to Product name - ev itsm.png data is based on three concepts:

  • Domains: Access restrictions to data in Product name - ev itsm.png databases, e.g. test cases, production, sandbox. Open url.png See Different platform accounts.
    • Users can belong to one or more domains which are shown in the user information zone.
    • You can define restrictions based on the business activities of users, their responsibilities or geographical location, etc.
       
  • User profiles: Access restrictions to Product name - ev itsm.png 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 Product name - ev itsm.png.
       
  • Employee access management: Identification of users with access to Product name - ev itsm.png by assigning a login, password and user profile.
    • Users are managed in the employee directory which lists all internal employees as well as the employees of external service providers and subcontractors.
    • Users can access their personal information in the user information zone.

Fundamentals

Logging in

      Fundamentals - Connexion page.png

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

Notes

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


How to...?

Access Product name - ev itsm.png

1. Enter the Product name - ev itsm.png Internet or Intranet URL in your Web browser.

2. Enter the account of the Product name - ev itsm.png database on which you want to work.

3. Enter your login information.

  • The password is case-sensitive.

4. Click OK.

Change your password

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

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

Fundamentals - Change password.png

3. Enter your previous password.

  • The password is case-sensitive.

4. Enter and confirm your new password.

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

5. Log out of Product name - ev itsm.png.

6. Log in again using your new password.

Request a new password if the password is forgotten

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

Fundamentals - Forgot password.png

2. Select the relevant option, Login or Email Address. You enter either your login or your Product name - ev itsm.png email address.

3. Click Send.

A temporary password will be sent to your Product name - ev itsm.png inbox.

4. Log in to Product name - ev itsm.png using the temporary password.

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

Fundamentals - Temporary password expired.png

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

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

Manage user passwords

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

Logging out

      Fundamentals - Logout.png

  • You log out of Product name - ev itsm.png using the Logout grey icon.png button in the top banner.

Notes

  • If the idle time in Product name - ev itsm.png exceeds the specified session timeout, a warning will automatically appear. You can cancel the imminent logout process or you can log out.
          Fundamentals - Disconnection message.png
    • This message is displayed in addition to the Web browser notification.
    • You define the automatic session timeout in {ADMIN} Session timeout (in seconds) in the Other Parameters menu.
    • You define how long the warning message will be displayed in Other Parameters > {ADMIN} Length of time to display timeout notification pop-up (in seconds).
    • The remaining login time is automatically displayed in red when there are 10 seconds left.
       

How to...?

Log out from Product name - ev itsm.png

1. Click Logout grey icon.png.

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

Fundamentals - Quit without saving.png

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

You will be logged out.. The Product name - ev itsm.png login page will be displayed.

Display the Product name - ev itsm.png 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 Product name - ev itsm.png to integrate the modification you made.

2. Log in to Product name - ev itsm.png again.

Home

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

      Fundamentals - Home page.png

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

Notes

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

How to...?

Configure the Home page

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

2. Log in to Product name - ev itsm.png.

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

The menu Editor will appear.

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

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

    The Home page configuration screen will appear.

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

5. Click OK to save the changes made.

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

Menu pane

 Open url.png See Interface in versions 2016 and earlier

      Fundamentals - Menu.png

  • 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 Product name - ev sas.png apps and websites.
    • Select the Home page from a list of the Product name - ev sas.png apps authorized for the user.
       

Notes

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

Best Practice icon.png

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

How to...?

Configure the menu pane

Browsing history

 Open url.png See Interface in versions 2016 and earlier

      Fundamentals - History.png

  • The browsing history stores the last forms you viewed, making it easy for you to access them again in one click.
  • Your browsing history is automatically constructed as you browse through Product name - ev itsm.png.
     

Notes

  • The history is specific to each user, regardless of the workstation used, and it is stored after logout.
  • You can access it by clicking in the search field in the top banner.
             Fundamentals - Searching bar.png
  • The number of favorites stored by default is defined in Other Parameters > {ADMIN} Number of links stored in browsing history. Caution: The value specified will apply to all users.
  • The information displayed in the list of browsing history results corresponds to the first field displayed in the object's form.
             Fundamentals - History - Displayed information.png
     

How to...?

Open a browsing history link

Notification bar

 Open url.png See Interface in versions 2016 and earlier

      Fundamentals - Notification bar.png

  • The notification bar 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 counters will automatically be updated when one of the corresponding objects is processed.
     

Description

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

    Evie notification details.png

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

(actions whose OLA target date is exceeded)

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

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

Notification icon - My groups actions.png Number of To Do actions or approvals assigned to one of the user's groups

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

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

How to...?

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

1. Click the relevant icon in the notification bar.

The list of objects will appear.

Example documentation icon EN.png   Click the number of late actions. The list of actions will appear.

Notification example - My late actions.png

Notification my late actions - Content.png

2. Click the sequence number of the corresponding object in the first column # of the grid.

The form will open.

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

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

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

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

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

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

2. Click the sequence number of the corresponding object in the first column # of the grid.

The form will open.

3. Run the Assign wizard.

4. Enter the following fields:

  • Specify the user and the user group.
  • If it is one of your groups, you can click Auto Assignment to assign the action to yourself.
  • You can click Mail to send the relevant users a notification email.
  • Click Finish.

The counters will automatically be updated.

(Back Office) Create evie notifications

Open url.png See the procedure.

Web browser notifications

     Fundamentals - Browser Notification bar.png

  • Certain Product name - ev itsm.png 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 Product name - ev itsm.png interface window.
     

Notes

  • Notifications are displayed only if the logged-in user authorized their display.
  • Browsers supported by Product name - ev itsm.png for the display of notifications:
    • Chrome, Firefox, Edge, Safari
    • In Windows 10 and OSX, the message is also added to the OS notification system.
       

How to...?

Configure notifications

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

Fundamentals - Browser Notification bar - Settings.png

2. Click the relevant option.

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

Your configuration will be taken into account.

User information zone

 Open url.png See Interface in versions 2016 and earlier

      Fundamentals - User management zone - Content.png

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

Notes

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

Description

Option     Description
My Details Used to open the User form. You can modify the personal information, photo and interface language.
Show Grid Line Numbers Used to define how you can open forms from a list, i.e. using the sequence number of the record in the first column # of the grid (option is enabled) or using the magnifying glass icon Display popup icon.png (option is disabled).

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

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

List mode

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

 Example documentation icon EN.png  Standard display: Grid
         Fundamentals - List mode - Standard display.png

 Example documentation icon EN.png  Chart: Pie Chart
         Fundamentals - List mode - Graphical display.png

Notes

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


Description

Zone     Description
(1)   Top banner
  • List mode - Object icon.png: Icon used to identify the type of object displayed, e.g. incident, request, etc., followed by the title of the menu item.
  • Tools icon.png: List of contextual tools specific to the list.
  • More Wizards: Used to access the list of wizards.
    • The three most recently used wizards will appear as buttons, enabling you to access them quickly.
    • The other wizards are available in the list.
(2)   Filter..., View..., Display as..., Number of records
  • Filter...: List of all filters defined for the menu item. The list of records will automatically be updated when the filter is modified.

    Example documentation icon EN.png Open Incidents, Late Incidents

  • View...: : List of all views defined for the menu item.

    Example documentation icon EN.png View Group; View Group, Status; View Location

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

    Example documentation icon EN.png Standard (grid); Bar Chart; Pie Chart

  • Pagination icons.png: When a grid contains too many columns to fit into one page, page indicator dots displayed at the top of the grid enable you to move from one page to the next to display the non-visible columns.
    • The page indicator dot Active page icon.png shows the data currently displayed.
    • Click another page indicator dot Inactive page icon.png to view the columns on that page.
  • ...Records: In a view with grouping levels, this shows the number of levels lower than the current level. When the List view is selected or when you drill down to the last grouping level, this shows the number of lowest-level records.
    • When you click the number, the number of records from levels lower than the current level will appear.

      Fundamentals - List mode - Number of records.png

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

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

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

How to...?

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

1. Click the User information zone.

Fundamentals - User management zone - Content.png

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

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

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

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

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

Form mode

 Open url.png See Interface in versions 2016 and earlier

      Fundamentals - Form.png

  • Forms are objects used to access the details of Product name - ev itsm.png records.
  • Information is displayed in fields and tabs. Open url.png See the description.
    • Each form has a title and an overview found in the top banner.
    • You can perform actions on data using wizards.
    • Certain fields have contextual options. Open url.png See the description.
               Example documentation icon EN.png 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. Open url.png 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. Open url.png See the procedure.


Description

Zone     Description
(1)   Top banner
  • Form - Summary - Object icon.png: Icon used to identify the type of object displayed, e.g. incident, request, etc., followed by the title of the object.
  • Tools icon.png: List of contextual tools specific to the form.
  • Save icon.png: Used to save the form.
    • The icon is grayed out when no modifications have been made.
    • It is green while modifications are being saved.
    • A warning will appear if you want to exit the form without saving the changes made.
  • Wizards list icon.png : Used to access the list of wizards.
    • The three most recently used wizards will appear as buttons, enabling you to access them quickly.
    • The other wizards are available in the list.
(2)   Overview of the form
  • Most important information in the form, e.g. number, description, manager, status, impact, urgency, etc.
  • In the forms of process elements such as incidents, requests or problems, the life cycle is displayed.
(3) and (4)   List of tabs

(3)   Tabs in the left pane of the form

  • Activity: This appears only in the forms of process elements such as incidents, requests or problems. It shows the list of actions successively performed to process the current object in a chronological sequence.
    • Wizards that can be run outside the workflow are found at the top of the tab.
    • You can access the contextual wizards specific to each action by clicking Wizards list icon.png.
  • Details: Detailed information in the form.
    • Some information is grouped in sub-sections at the bottom of the screen.

      Example documentation icon EN.png   Financial data of an item of equipment

  • Discussion: List of discussions associated with the current object.
    • The counter displayed next to the tab name indicates the number of unread discussions.

(4)   Tabs in the right pane of the form

  • Related Elements: List of related elements with data.
  • More: List of related elements without any data.

Note:

  • The contextual wizards specific to each tab are found in a list at the top of each tab.
  • The New wizard displayed at the top of the tab is used to create a new related element.

    Fundamentals - Form - New wizard.png

  • Click the card of each related element to display its details in a popup window.
  • Move the cursor over the card of a related element and click the trash icon Trash icon.png to delete it.

    Fundamentals - Form - Delete wizard.png

  • When you create a related element in the More list, i.e. not containing any data, it will be moved to the Related Elements list. If you delete all related elements in a tab, it will be moved to the More list because it no longer contains any data.
  • The number of elements in each tab is displayed after the title. It is updated each time related elements are added or deleted.
  • By default, a maximum of four elements are displayed in each tab. Click View All at the bottom of the tab to display all related elements.
(5)   Full text search


Options specific to fields

Icons are specific to each field. They appear to the left of the field or when the cursor moves over the field.

      Fundamentals - Form - Contextual icons.png

Icon Access Function Description
List open icon.png On hover

Note:

  • Only for List fields.
  • The icons are always displayed on tablets.
Select a value The list of possible values will appear in a popup window.
Tree open icon.png On hover

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.
Display popup icon.png 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 Back icon.png to return to the current form.
  • When you click the Display popup icon.png icon in the Details popup window, nested windows will appear.

    Example documentation icon EN.png Details on the location within the user popup window

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

Note: Only for Service fields.

Display CMDB graph Used to display the CMDB graph.

How to...?

Open a form

1. Via the menu pane:

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

    The list of objects will appear.

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

    The form will open.

2. Via the search field:

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

    A list of objects starting with these characters will appear.

  • Select the object you want.

    The form will open.

Modify the display of the form overview

Note: Only for authorized user profiles.

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

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

3. Complete the Overview section.

Form edit - overview.png

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

Example documentation icon EN.png   Overview of the Equipment form ==> Selection of the List view

List edit - overview.png

4. Click Save and Close.

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

Form - overview.png

Return to the default display of the form overview

Note: Only for authorized user profiles.

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

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

3. Delete the information in the Overview section.

Form edit - no overview.png

4. Click Save and Close.

The first fields in the form will automatically appear.

Form - no overview.png

Modify the form presentation

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

Tools

 Open url.png See Interface in versions 2016 and earlier

      Fundamentals - Tools - Content.png

  • Tools are used to access different functionalities specific to the screen, e.g. edit parent queries, print lists, export data (encrypted or non-encrypted), access contextual help pages in the wiki, open the form Editor, etc. 
  • Click Tools icon.png found in the top banner of each screen to access the tools.
             Fundamentals - Tools.png

Notes

  • Tools are displayed only for users with the appropriate access rights.
  • A vertical green line found to the left of the tool indicates that it is the one currently in use.
             Fundamentals - Tools - Active option.png

Wizards

 Open url.png See Interface in versions 2016 and earlier

      Fundamentals - Wizards - Content.png

  • Wizards, which are specific to the selected screen, enable you to perform complex operations easily.
             Example documentation icon EN.png  Delivery reception or link an incident to a problem
  • You can select them from a list found in the top banner in each screen.
             Fundamentals - Wizards.png

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.
             Fundamentals - Wizards - Active option.png
  • The three most recently used wizards appear as buttons in the top banner.
  • The other wizards are available in the Wizards list icon.png list.
     

How to...?

Run a wizard

1. In List mode, select all relevant records to perform a global update.

2. Select the wizard you want.

Creating tickets

 Open url.png See Interface in versions 2016 and earlier

      Fundamentals - Ticket.png

  • 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.
               Searching bar.png
               Search user.png
  • 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.
             Tickets list.png

 

Notes

  • You can create a ticket only if you have the appropriate access rights to either the Service Operation menu for an incident or service request, or to the Service Transition menu for a change request.
     

How to...?

Create a ticket

Open url.png See the procedure.

Discussions

Fundamentals - Discussions.png
          

  • Discussions are collaborative spaces where information is shared among Back Office users. 
  • They can be about:
    • A Product name - ev itsm.png object, represented by an icon.
               Example documentation icon EN.png  Discussion - Problems icon.png Problem
    • A topic unrelated to Product name - ev itsm.png. They can be organized into three categories: event, question and information. Each is indicated by a specific icon.
               Example documentation icon EN.png  Discussion - Question icon.png What is your preferred remote access tool?

Notes

  • Only group members with access to discussions can take part in these discussions.
  • A discussion may be public or restricted to certain groups or users from a domain.
  • Posts related to a Product name - ev itsm.png 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 Product name - ev itsm.png:
    • Users can access all discussions created by other users in the same location or entity based on the visibility of the discussion.
    • You can access them by clicking Notification icon - Discussions.png in the notification bar.
    • The counter of the icon indicates the number of unread discussions.
       

How to...?

Create a discussion

Open url.png See the procedure.

Take part in and follow a discussion

Open url.png See the procedure.

Search a discussion

Open url.png See the procedure.

Functionalities

Searching for records

 Open url.png See Interface in versions 2016 and earlier

  • Product name - ev itsm.png provides many ways in which you can search for information, e.g. search field, search within a grid's column headers, full text search, or predictive entry where the list of values is displayed progressively as you enter the characters searched for.
  • Click one of the results to see the form of the record.
     

Different ways to search

  • Via the search field in the top banner.

    Example documentation icon EN.png  Search for incidents occurring in July 2018 ==> I1807
    Search via area.png

    • The Display popup icon.png Search option is used to run a search on all objects containing the characters you entered. The search results will be displayed in a new page.
               Search via area - Search for option.png
               Search via area - Search for option - Results.png
  • Via the column headers of the grid.
    • You can run a search on all columns used to sort data, i.e. when the name is followed by Grey Up and down arrow icon.png.
    • Predictive entry is used to display a list of values progressively as you enter the characters searched for.

      Example documentation icon EN.png Search for a user whose name starts with mor
      Search via column header.png
      Search via column header - Result.png

  • Via full text search. Click Full-Text Search button.png in the right sidebar of each form.
    • Search for a set of words or for the results of an SQL query in certain objects such as incidents, problems or knowledge articles.
    • Search results are displayed in List mode in order of relevance.

      Example documentation icon EN.png Search for objects containing the word Print
      Search via full-text.png

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

    Example documentation icon EN.png  Employees, functions, items of equipment, locations
    Search via field.png

Notes

Characteristics of predictive entry

  • You can define the number of characters that will trigger predictive entry in Other Parameters > {ADMIN} Run predictive search using number of characters specified (default value: 3).
  • The first ten records corresponding to the search criteria will appear. For a search run in a field, the first five will appear.
  • Search criteria are linked using the AND operator and are not case-sensitive.
  • You can define the search criteria in any order.

Example documentation icon EN.png  Search criterion = Mia US
==> This will display: USA/Miami/Building 1 (= location); MIA32PUS Screen (= asset reference) ; Russel, Mia (= employee)

How to...?

Configure the display of search results

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

Use predictive entry in List and Tree fields

Note: The stored procedure loading the PATH tables must be implemented so that predictive entry can work correctly in tree lists. This procedure:

  • Applies to the Location, Department, Catalog (Incidents/Requests), Supplier and Type (Equipment, Licenses, etc.) tables. * Is automatically enabled in SaaS mode.

1. Move the cursor over the data entry field.

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

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

Note:

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

(1): Search field.

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

Search - List values.png

(1): Search field.

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

Search - Tree values.png

Viewing records

 Open url.png See Interface in versions 2016 and earlier

  • Views are ways in which you can consult the records of each menu item.
  • You can display views in List mode by clicking View... in the options bar.
             View list.png
  • Product name - ev itsm.png provides two display modes, i.e. views by list or views by grouping level (or by criterion).

    Example documentation icon EN.png  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 documentation icon EN.png  All Incidents menu item ==>  List of Incidents view
      View by list.png

  • Views by grouping level:
    • Records are grouped by grouping level. Each grouping level corresponds to one or more criteria.
    • Drill-down functionality:
      • You use the drill-down functionality to browse through data down to its lowest level. When you click the name of the current level, the lower levels will appear. Drilling down to the last grouping level displays the lowest-level records. Click the sequence number in the first column # of the grid to open the form. 
      • In views containing grouping levels based on Tree fields, this displays records in the lowest level directly without going through intermediate grouping levels where there are no records. Note: You disable this functionality in Other Parameters > {ADMIN} Grid: Enable auto drill-down.

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

Example documentation icon EN.png  View Urgency grouping level

Standard display List Chart Horizontal Bar Chart
View by grouping levels - Standard display.png View by grouping levels - Graphical display.png

Notes

  • Users have access to the views defined for their user profile. A list is predefined for each menu item.
  • At the bottom of the View... drop-down list, click Edit View Edit icon.png to modify views. To do this, you must have the appropriate access rights.
     

How to...?

Use the drill-down functionality to browse through a view by grouping level

1. Select the relevant view.

The grouping levels are displayed.

2. Click one of the grouping levels.

  • The lower levels will appear.
  • The number of records associated with each grouping level is displayed at the end of the row.
  • The current grouping level is always displayed at the top of the grid.

    View by grouping levels - Breadcrumb.png

3. Click each grouping level until the lowest-level records are displayed.

4. Click the sequence number of an object in the first column # of the grid.

The form will open.

Modify a view

Note: Only for authorized user profiles. Open url.png See the procedure in How to create a view and check its workability.

Sorting records

 Open url.png See Interface in versions 2016 and earlier

  • By default, each grid is sorted based on the first column of data in ascending order. 
  • Any column where Grey Up and down arrow icon.png is found in the column header can also be used to sort data.

    Example documentation icon EN.png  Sort incidents in ascending order of priority
    Sort records.png

Notes

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

How to...?

Sort records in a grid

1. Display data in a grid in List mode or in a view with the lowest grouping level.

2. Click the column header that you want to use to sort data.

By default, the column will be sorted in ascending order. Black Up arrow icon.png is displayed to the right of the column header.

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

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

Filtering records

 Open url.png See Interface in versions 2016 and earlier

  • Filters are used to narrow down the data you want by applying restriction criteria. This is used to perform a given action on all of the selected records.

    Example documentation icon EN.png  In a problem, you want to run the Link to an Incident wizard for a list of incidents

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

Notes

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


How to...?

Disable the current filter

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

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

Use the quick filter

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

Quick filter - Access.png

2. Enter your search criteria.

Quick filter - Criteria.png

  • Select the search fields from each drop-down list.
  • Specify the value you want in the data entry fields.
    • You can use the % character.
    • When you apply a filter to a Tree field, the lowest grouping level is displayed.
    • You can combine up to three criteria and the AND/OR operators.

3. (optional) Save the quick filter search criteria so you can use them again.

  • You can click Save to save the current quick filter.
  • You can also click Save As to save an existing quick filter using another name.

4. Click Filter.

Data in the grid will be refreshed to display the records corresponding to the filter criteria.

5. To disable the active quick filter, click Black Down arrow icon.png again and select Quick filter icon.png Filter.

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

6. Delete the quick filters you no longer use.

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

Selecting records

 Open url.png See Interface in versions 2016 and earlier

  • You select records to perform a given action on all of them at the same time.

    Example documentation icon EN.png  Run a wizard on selected records

Notes

  • Click a row to add it to your selection. They will be highlighted in Selected row color.png.
             Select records.png
  • The number of selected records appears to the left of Black Down arrow icon.png. It is updated each time the selection changes.
  • You can select records using multiple filters or views. The new records selected will be added to the current selection.
  • The current selection is kept as long as it is not cleared.
  • The drop-down list Black Down arrow icon.png to the right of the options bar provides several options.
Select records - Options.png
  • Empty selection icon.png Empty the Selection
  • Bar code selection icon.png Bar Code Selection

How to...?

Select records manually

1. Display data in a grid in List mode or in a view with the lowest grouping level.

2. (optional) Apply a filter to restrict the number of records displayed.

3. Click to select the rows you want.

  • Selected rows will be highlighted in Selected row color.png.
  • The number of selected records appears to the left of Black Down arrow icon.png.

4. (optional) Modify or finish your selection.

  • Click a row to remove it from the selection.
  • Select another view and click the relevant rows to add them to your selection.

The number of records will automatically be updated.

Select all records

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

2. Click Select all icon.png Select All.

All records will automatically be selected.

3. (optional) Modify your selection by removing the rows you do not want.

Select records automatically by bar code

1. Click Black Down arrow icon.png and select Bar code selection icon.png Bar Code Selection.

2. Copy bar codes from an external file and paste them in the data entry field.

Example documentation icon EN.png You want to select items of equipment

Select records - Bar codes.png

3. Specify the separator, e.g. tab, semicolon, comma, etc., used in the external file.

4. Click OK.

All records corresponding to the specified asset tags will be displayed and automatically selected.

Clear the current selection

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

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

All records will automatically be unselected.

Exporting records

 Open url.png See Interface in versions 2016 and earlier

  • An export consists of extracting data from records in the Product name - ev itsm.png 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 Product name - ev itsm.png objects such as filters and views in the Administration menu. Open url.png See the description.
     

Caution

  • If you apply a filter and then select certain records, the export will take into account all of the records in the current filter instead of your selection. As such, the processing of large filters may require some time.
     

Characteristics of export files

  • CSV files:
    • CSV files can be opened in Excel.
    • If the file contains more than 200 records, it will be compressed in GZ format to restrict its size.
    • Records are delimited by a separator, e.g. semicolon, comma or tab.
  • Base64-encoded files:
    • This type of export enables you to encrypt the selected fields in order to ensure data confidentiality. 
    • Data is automatically decrypted when it is integrated into a system capable of reading this format.
    •  If the file is large, it will be compressed in GZ format to restrict its size.
       

How to...?

Export records to a CSV file

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

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

    Export records - Windows control panel - Separator list.png

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

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

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

4. Click Save.

The file will be saved in CSV format in your Downloads folder. Its name will be based on the name of the menu item.

Export records to a file

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

2. Click Tools icon.png in the title bar and select Print.

3. Select the file format you want.

Export records - Print option.png

4. Specify how data will be exported:

  • You can create a PDF. To do this, click Download and Save.

    The file will be saved in your Downloads folder. Its name will be PrintGrid.

    Export records - Print option - PDF File.png

  • You can also send the file by email. To do this, click Send by Email. Specify the information required and click Finish.

Export records in base64 format

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

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

3. Select the fields to be encrypted.

4. Click Download and Save.

The file will be saved in your Downloads folder.

Uploading documents

 Open url.png See Interface in versions 2016 and earlier

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

    Example documentation icon EN.png  Documents attached to an Incident form, e.g. description, screenshots, log, etc.

  • You can see file attachments in the Attachments tab in forms.
             Upload file - Attachments tab.png
  • You can upload attachments using the New wizard at the top of the tab.
     

Notes

  • The number of attachments is displayed after the title of the tab.
  • Click the name of the attached file to open it.
  • If you upload a file that has the same name as an existing attachment in the current object, a new version will automatically be created.
     

How to...?

Manage attachments in a form

1. Open the form you want.

2. Select the Attachments tab.

3. Run the New wizard.

The Upload File dialog box will appear. The list of existing file attachments is displayed.

Upload file.png

4. Upload the file you want.

  • You can click and drag the file from your File Explorer to the Upload file - Green area.png field.
  • You can also click Upload file - Green area.png. Locate the file you want in your File Explorer and click Open.

The new attachment will be added to the table.

5. Specify access to the file in the Self Service portal by checking the Public box.

  • You want to display the document in the portal and authorize users to download it: Check the box.
  • You do not want to display the document in the portal: Do not check the box.

6. (optional) Click Delete red icon.png to delete a file.

7. Click Close.

The Attachments tab will be updated.

Quick access commands (slash /)

  • The search field in the top banner is used to access shortcuts to filters, wizards, services and websites.
  • You can configure shortcuts using quick access commands
  • You call a quick access command using the slash / followed by the shortcut to the command.
             Quick access command - Example.png
     

Notes

  • Quick access commands are 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 documentation icon EN.png  Enter a command /NewService ==> Enter the name of the service and recipient

How to...?

Use quick access commands

UseQuickCommand_Procedure

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

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

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

  • If predictive entry is enabled for the command, the list of values containing the characters entered will automatically appear.
             Search - Command execution - Autocompletion.png
  • Select the relevant value and click Display popup icon.png.
    • The command will run using the selected value.
      Example documentation icon EN.png  Open the Employee form Search - Command execution - Result.png
    • For Link commands, the website will appear in a new tab of the Web browser.
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Last modified by Christine Daussac on 2019/05/21 20:57
Created by Administrator XWiki on 2018/12/14 11:29

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