Current Version : 2023.4.108.0.05See the Previous VersionSee the Next Version

WarningReleaseNotes

New workflow editor

The Service Manager Workflow Editor uses Flash technology. In this version, it has been entirely revamped using javascript. In addition to the functionalities existing in previous versions, it now offers new possibilities. Moreover, the procedures for the creation and modification of workflows, namely complex ones, have been simplified and optimized.

Notes: 

• The new workflow editor is compatible with Internet Explorer 9+, Chrome and Firefox, but performance is best in Google Chrome and we highly recommend it, specially for editing heavy workflows
• In the new editor, you can use workflows previously created and configured using the former editor.

Overview

The new Workflow Editor has a different appearance. It enables users to navigate easily through complex workflows thanks to the mini-preview (2) that you can display or hide using the icon (1).

Selecting multiple steps

The icon (3) enables you to select multiple steps easily. Click the steps you want and move all of them in just one action.

Notes:

• In multi-select mode, the icon (1) is replaced with the  icon to indicate that the steps can be moved. Click this icon to exit multi-select mode.
• You can press [Ctrl]+[Alt]+[G] on your keyboard to select all of the steps.

Managing hyperlinks

• You no longer add links using the  icon in the toolbar. Now, you can simply click one of the dots representing the different output states ( Completed, Accepted, True;  Refused, Rejected, False;  Information Request, False, depending on the action type) displayed on the source step's frame and drag it to the target step.

• You no longer remove links using the  icon in the toolbar. Now, you can simply click the  icon displayed when you move the mouse over the link.

Duplicating steps

You can now duplicate steps. To do this, you simply click the  icon displayed at the top of the step you want.

Relationship between questionnaires and the SD_REQUEST table

The functionality for managing questionnaires has been improved. You can now save the answers to questions in the SD_REQUEST table fields. This new functionality is combined with the previous one where answers were copied to the usual fields.

This is seen in the new column entitled Targets in the list of questions in the questionnaire.

In the following example, we are going to use the
Employee Management questionnaire and add a new field called Skype ID. The answer entered will be copied to Available Field 1.

• You add a new question called Skype ID whose type is Text:

• This question is added to the Employee Management questionnaire:

• You select the target field(s) for the answer to the new question Skype ID by clicking the  button in the Targets column of the corresponding row. Note: System fields are excluded from the list, e.g. RFC_NUMBER, SLA_ID, REQUEST_ID, etc.
           
  • The first combo box (1) enables you to save the answer in a Text field in SD_REQUEST table regardless of the type of question. The choice of the field will depend on the processing to be performed on the answer.
  • The second combo box (2) enables you to save the answer in a field with the same type as the question.
  • Note: These fields are not exclusive; you can therefore save the answer in both fields.
     

In our example, we will choose Available Field 1. As the question type is Text, both combo boxes will propose the same choices. However, if the question type was Date, then the second combo box would enable you to select a Date field in SD_REQUEST table.

• Once you have defined the target field(s) for the question, the icon in the Targets column will change to blue :

History of actions

A toolbar has been added to the History of Actions. This toolbar is divided into two sections. The first section (1) enables you to display a detailed or compact view of actions while the second section (2) is used to display or hide the contents of these actions.

Detailed view and Compact view

The functionality (1) is used to display a detailed or compact view of actions in the history. Note: When you select one of the views, this view will be applied to all action tables. This setting is specific to each user and is saved in the database.

• Detailed View: All actions are displayed.

• Compact View:
  • Actions whose type is Send Email will no longer be displayed.
             
     
  • You can select the actions you want to hide by checking the box for each action type.
             
     

Display all and Hide all

The functionality (2) is used to display or hide all of the details in the History of Actions. Note: This setting is not saved for each user. The default setting is Hide All.

• Display All

• Hide All

Miscellaneous

Requalifying a topic

When you requalify the topic of a request or incident, the previous and new topics will both be displayed in the history of actions.

Process this action wizard

The Process this Action wizard will now generate an entry in the history of actions.

Optimizing performance

In line with our focus on the continuous improvement of Service Manager performance, the following optimizations have been integrated in this version:

• The functionalities added to the history of actions help improve performance by displaying only the required information.
• The size of the PHP session file has been almost halved.
• The time required for processing codeless conditional steps in workflows has been optimized.
• The number of PHP pages called for displaying one screen has been reduced from 10 non-cached pages to 4 for a grid and from 12 to 6 pages for an incident form.
   

Prerequisite change on the EasyVista platform

• SQL server 2014 is now supported.
• PHP 5.5 is now supported.
• Back office screens are validated on Internet Explorer 9+, Firefox and Chrome
• Self service screens are validated on Internet Explorer 8+, Firefox and Chrome
• For Microsoft Internet Explorer 8:
  • All Self service functions are supported:
    • Identification
    • Access to personal details
    • Change Password
    • Create, view, update and cancel/close incidents
    • Create, view, update and cancel/close service requests
    • Continual Improvment module with read access (Reports, trends, pivot tables)
  • Back Office: Normal incident and service request operations are supported:
    • Quick Call
    • Transfer, assign, update and close incidents

• The EasyVista Monitoring service is depreciated, the service stay only for installation purpose, but it is deactivated at the end of the setup.