ev|Service Manager - Oxygen - Release Notes
- Oxygen 2.1.4 - Build 2018.1.185.5
(2020-06-02 SaaS - 2020-06-09 On-Premise) - Oxygen 2.1.3 - Build 2018.1.185.2
(2020-03-30 SaaS - 2020-04-06 On-Premise) - Oxygen 2.1.2 - Build 2018.1.183.0
(2020-02-17 SaaS - 2020-02-25 On-Premise) - Oxygen 2.1 - Build 2018.1.181.0
(2019-12-16) - Oxygen 2.0 - Build 2018.1.169.0
(2019-07-02) - Oxygen 1.8 - Build 2018.1.139.0
(2019-04-09) - Oxygen 1.6 - Build 2018.1.119.0
(2018-12-12)
Current Version : 2023.2.111.0.01 Previous Version Next Version
WarningReleaseNotes
Oxygen 2.1.4 - Build 2018.1.185.5
(2020-06-02 SaaS - 2020-06-09 On-Premise)
ReleaseNotes_2_1_4
New REST methods
New methods have been added to the Service Manager REST API.
Attributes of an asset
- Update an attribute of an asset
PUT /assets/{asset_id}/characteristics/{characteristic_id}
- Create a link between an attribute and an asset
POST /assets/{asset_id}/characteristics/{characteristic_id}
Oxygen 2.1.3 - Build 2018.1.185.2
(2020-03-30 SaaS - 2020-04-06 On-Premise)
ReleaseNotes_2_1_3
New REST methods
New methods have been added to the Service Manager REST API.
News
- View a list of news
GET /news
- View a news
GET /news/{document_id}
- Create a news
POST /news
- Update a news
PUT /news/{document_id}
Attributes of an asset
- View all the attributes of a list of assets
GET /asset-characteristics
- View all the attributes of an asset
GET /asset_characteristics/{asset_id}
New optional parameters on all GET methods
- search parameter supports now the logical OR operator by specifying several values from a same field.
example GET /actions?search=action_type_id:1,action_type_id:20
==> Search all actions in which the action type is equal to 1 or 20.
You can now carry out searches using null and not null values.
- is_null parameter: Retrieve all results in which the field has no value.
example /actions?search=end_date_ut:"is_null"
==> All actions in which the end date has no value.
- is not null parameter: Retrieve all results in which the field has a value.
example /actions?search=end_date_ut:"is_not_null"
==> All actions in which the end date has a value.
- is_null parameter: Retrieve all results in which the field has no value.
Oxygen 2.1.2 - Build 2018.1.183.0
(2020-02-17 SaaS - 2020-02-25 On-Premise)
ReleaseNotes_2_1_2
New theme
A new theme High contrast that allows you to define the overall visual appearance of the Service Manager graphic interface is available. It can be accessed in the User information zone.
This theme meets accessibility guidelines: sharp color contrasts, adaptation of font size, text alternatives provided for images, etc.
What's new in the core 2.1.2
- The cache management is now optimized as soon as a change of version number is detected.
Oxygen 2.1 - Build 2018.1.181.0
(2019-12-16)
ReleaseNotes_2_1
Caution
The readability of the timeline has been improved in the new version. Blocks in the Incident form have been rearranged. This may have an impact on the layout of fields that were manually added to the form. You should therefore check this once you have performed the migration to version 2.1.
Improved search engine
The search engine has undergone significant improvements and you can now do the following:
- Search several columns in each table (meta-object) using the search field.
- Use the CONTAINS operator.
- Display Memo fields in the search results.
The Search Studio has also been simplified.
Search several columns in each meta-object
- You can now run a search in more than one column in every meta-object from the first level.
- Memo fields can be included in the search.
- Note: In this new method, search strings are always found at the start of the word.
example Direct search using the string CRI:
- Five 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 field
Use the Contains operator
You can now search for a string within a word by surrounding 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.
Display Memo fields in the search results
Memo fields can now be displayed in the search results when the cursor hovers over the 
icon (1).
- The
dot found on the icon indicates that the search returned a Memo field whose contents contain the keyword.
- When the cursor hovers over the icon, a popup window will display the contents of the Memo field.
- (2) The search string is highlighted in blue.
- (3) Click the
icon to display all of the field contents.
Note:
- To display Memo fields in the search results, you must first perform a configuration in the Search Studio.
- The contents of the Memo field can be copied from the popup window to the clipboard.
- 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.
New display of search results
Search results can now be displayed in Grid mode from the first search row onwards. The grid view offers more comfortable and comprehensive viewing when five or more records are found for a given meta-object.
Note: You can also preview Memo fields when the cursor hovers over the icon.
Access management for Front Office searches
When users search for information using the global search, the search results will now be filtered based on access rights information in My Data.
New Search Studio
The Search Studio has been revamped and simplified to integrate new mechanisms.
- Now, only two grids are available.
- (1): Used to select fields.
- (4): Used to configure the display of the search list and search results.
- The selected fields (2) will appear in the search results.
- The fields can also be used to run a search if they are indexed. Indexed fields are indicated by a key
(3).
- You can choose whether or not to display field names by selecting the relevant box (5).
New display of the timeline
The timeline has undergone considerable revamping as regards the following points:
- Improvement of the user's visual path in forms with the new general overview of information.
- Optimized user productivity with more direct access to actions.
- Enhanced display performance with the hiding of rarely used information and tools.
- Possibility of customizing the timeline.
Modified display of blocks
The Incident Description block is now displayed above the timeline in order to give you a better readability of the Ticket form.
Note: This is now the default configuration. You can customize the blocks in the tab editor. For example, you can return to the previous Oxygen 2.0 configuration by hiding the Incident Description block and by adding the relevant fields in the User Information block.
New display of To Do actions
To Do actions are now displayed like standard forms.
- You can customize these forms.
- Conditional form presentations can also be used.
The Save button has been removed. You can now save using the global Save button found at the top right of the screen.
New display of completed actions
To improve performance, completed actions are now hidden by default. This reduces the size of Incident pages by at least five and as such, improves page display times.
You can click the 
button found at the bottom of the screen to display completed actions.
Grouping of rarely used timeline functionalities
To improve performance, all functionalities are now grouped and accessible via a single icon, 
found in the Done section.
Other modifications to the interface
Less vertical padding between fields
Fields are now positioned vertically closer to each other. This frees up space to display more information in screens.
Improved display of Memo fields
The display of Memo fields has been improved to facilitate their use.
- The main toolbar is now found above the text field.
- By default, it is minimized. Click
to expand it fully.
Grouping of notification icons on screens with less than 1200 pixels
To improve display of the notification icons on screens with less than 1200 pixels, these one are now automatically grouped in the 
icon when you click in the search field.
You can click outside the search field to view them again.
What's new in the theme management
You can now manage themes by defining the overall visual appearance of the Service Manager graphic interface.
The three themes shipped with the standard version can be accessed in the User information zone. Future versions will provide a visual theme editor.
Note: The system of themes is based on the variations of two templates, with light themes and dark themes. If you modified the product logo, you must have one version of your logo that is adapted to light themes and another adapted to dark themes.
Default theme
This is the default Oxygen theme applied in the previous versions.
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: This theme does not always provide optimal display when used on standard LCD screens.
Generalization of contextual apps
Contextual apps are now available for all forms.
example Contextual app added to the Employee form
Display of used licenses
The module that displays used licenses has been revamped. You can now zoom in to a specific period.
You can specify the exact period you want using the two cursors found at the bottom of the chart.
What's new in the REST API
Access management for the REST API
The user profile management module has been extended to include the definition of access to usable REST routes. You configure access using the icon.
You define access to each REST route via calls such as GET (read), POST (write), PUT/PATCH (update) and DELETE (delete).
New REST methods
New methods have been added to the Service Manager REST API.
Documents
- Upload a document.
GET /documents/{document_id}
- Delete a document.
Note: Deletion is not authorized if the document is associated with a questionnaire (error 403).
DELETE /documents/{document_id}
Questionnaires
- View a list of questionnaires.
GET /questionnaire
- View a questionnaire.
GET /questionnaire/{questionnaire_id}
Questions/Responses
- View a list of questions.
GET /questions
- View a question.
GET /questions/{question_id}
- View a list of questions with a response.
GET /questions-result
- View responses to a list of questions of a ticket.
GET /questions-result/{request_id}
- View the response to a question of a ticket.
GET /questions-result/{request_id}/{question_id}
- Create the response to a question of a ticket.
POST /questions-result/{request_id}/{question_id}
Body:
"RESULT_NUMBER": 5
}
- Modify the response to a question of a ticket.
PUT /questions-result/{request_id}/{question_id}
PATCH /questions-result/{request_id}/{question_id}
Body:
"RESULT_DATE": "2019-06-14"
}
What's new in the core 2.1
PHP 7.3 supported
- PHP 7.3 is now supported.
- PHP 7.2 is still supported.
Location of the resources folder for certain images
The resources folder can now be located in a folder other than the www folder.
- Oxygen 2.1 integrates images, i.e. user images and catalog images.
- Document management will be available in future versions.
Images are now accessible everywhere in Service Manager when an internal API that checks connection information is called. You must define a new parameter in the smo_config.php file.
Oxygen 2.0 - Build 2018.1.169.0
(2019-07-02)
ReleaseNotes
What's new in menus
Menu filter
The enriched menu pane includes new filter functions and provides access to all authorized menu options for the user in question. These functions can be accessed via a section at the bottom of the pane. Click the zone to open.
| Zone | Description |
|---|---|
| (1) | Filter function: Automatically filter the displayed menu options (custom or global menu) according to the entered character string.
|
| (2) | Custom menu: Administrator-defined menu plus options added by the user via the menu editor.
|
| (3) | Global menu: Menu showing all options available to the user, based on user access rights.
|
| (4) | Menu editor (for custom menu) |
The global menu is shown whenever a new entry is added.
Manage Favorites
The Manage Favorites feature has been restored for this version. This feature lets users store their favorites in a dedicated menu section.
- A favorite is a particular grid status: Filter, View and drill-down level.
- Up to 10 favorites can be stored by default. The value can be configured in Other Parameters.
- Adding an 11th favorite a message will appear indicating that the maximum number has been reached.
- The favorites appear in a dedicated section at the top of the menu (the list is same in the custom and global menus).
| Custom menu | Global menu |
|---|---|
 |
 |
Adding a favorite
1. Click on 
in the ribbon at the top of a list, then on Add to Favorites.
2. Enter a name for the favorite. The new menu appears at the end of the favorites list.
Managing the list of favorites
The list of favorites is editable (you can change the order, or delete or rename favorites).
1. Open the menu pane in Edit mode.
2. Click on the new My Favorites tab. The list of favorites appears.
| Zone | Description |
|---|---|
| (1) | Drag and drop to change the order |
| (2) | Click on the name of the favorite to change it |
| (3) | Delete a favorite |
Improved menu editor pane
The menu editor remains open each time you add a new menu entry, as opposed to closing each time as it did before.
What's new in forms
Improved display and legibility
The way forms are displayed has been overhauled to make the content easier to read.
| Zone | Description |
|---|---|
| (1) | Border added to fields |
| (2) | Field-related icons grouped together in the upper-right of the field |
| (3) | New checkbox style |
| (4) | Read-only fields grayed out |
Improved display of related elements
The way related elements are displayed has been overhauled, with improved legibility and new features:
- The order in which related elements are shown can be user-defined.
- The administrator can configure how related elements are displayed for each form, as well as the display order. The configuration then applies to all users.
New icons
Icons have been added to each related elements tab, for display mode selection purposes.
| Zone | Description |
|---|---|
| (1) | Switch to Map mode (the mode used in the previous version, with legibility improvement) or to Grid mode (new mode) |
| (2) | Display the list of related elements in full-screen mode |
| (3) | Display the list of related elements in an extended column |
| (4) | Only for the administrator: Configure related element display modes across the whole form |
Map/Grid display modes
A scrollbar allows the user to navigate through a long list of results.
- Map mode
- Grid mode
Full-screen/Extended column display modes
A scrollbar allows the user to navigate through a long list of results.
Full-screen mode
- Map mode
- Grid mode
Column mode
- Map mode
- Grid mode
User-configurable settings
Set the display order of related elements
1. Click on 
in the ribbon at the top of a form, then on Organize Related Elements.
2. Drag and drop from the list at the top to change the display order of visible related elements.
Administrator settings
Define the default display mode for each related element
1. Click 
on a related element to switch to Edit mode.
2. Enable the edit function.
3. Select the desired default display mode: Map or Grid.
4. The default display mode can be defined in the same way for each related element by selecting it first using the Select another Area button.
Managing the list of related elements
The list of related elements is editable (you can change the order, show/hide, or rename related elements).
1. Click on in the ribbon at the top of a form, then on Edit Form.
2. Click on Organize Related Elements. The list of related elements appears.
| Zone | Description |
|---|---|
| (1) | Drag and drop related elements between the list of visible elements (top) and the list of hidden elements (bottom) to show/hide them
Reminder: On each form, regardless of the displayed record, related elements are divided into two tabs:
|
| (2) | Drag and drop from the list at the top to change the display order of visible related elements |
| (3) | Click on  to change the name of the related element |
Contextual apps on incidents and service requests
Apps can now be linked to incidents and service requests. They can be found in the left sidebar of the form.
Each app is contextual to the open record via exposed properties linked to the form fields.
App containing a Data Viewer widget listing incidents with the same recipient as the form
Implementation
1. Click on 
in the ribbon at the top of a form, then on Edit Form.
2. Click on the Open apps context studio button. The list of existing integrated apps is displayed.
3. Click on 
to add an app. All existing apps are displayed.
4. Click on the app to add it, then adjust the settings.
| Zone | Description |
|---|---|
| (1) | Button name in the left sidebar |
| (2) | Infotip displayed when you mouse over the button
|
| (3) | Select the page that will open when the app is run |
| (4) | List of exposed properties with links to the fields |
Access rights for slash / commands
Access rights for slash / commands can now be defined (by selecting authorized profiles).
1. Go to the Commands Studio menu and open the slash / command you want to configure.
2. Click on the Profile Access button.
All profiles are displayed, in two lists:
- List of authorized profiles on the left
- List of unauthorized profiles on the right
3. Configure the authorized/unauthorized profiles (same configuration process as for conditional form presentations)
| Zone | Description |
|---|---|
| (1) | New profiles: set access rights using the can access/cannot access this Command | radio button
| (2) | Existing profiles: set access rights by dragging and dropping between the list on the left (authorized) and the list on the right (unauthorized) |
What's new in the REST API
Filtering resources with a composite key
Resources with a composite key can now be filtered.
What's new in the core
License utilization tracking
A new screen lets you precisely track EasyVista license utilization. Access the screen via: Administration > User Activity > Licenses Used.
New notification server
Previously, the notification server worked either under the old PHP system (so-called longpolling), or with ZeroMQ. Since the ZeroMQ system is deprecated and is set to be withdrawn from the market, the RabbitMQ message management system is now used.
Although it is still possible to choose between the two systems, RabbitMQ is recommended for both performance and future upgrades.
To find out which notification system your system uses, go to: Administration > Platform Activity > Platform Version. The screen also shows whether server-specific system files have been modified.
Oxygen 1.8 - Build 2018.1.139.0
(2019-04-09)
ReleaseNotes
What's new in tickets
Optional display of the ticket title
A new parameter has been added to Other Parameters to determine whether or not users should enter a title when creating a new ticket.
- By default, users must enter the title of the ticket ==> value = False.
Value of Hide Title When Creating Ticket = False
1. Display the window for entering the ticket title
2. Display the window for creating the ticket
Value of Hide Title When Creating Ticket = True
1. Ticket is directly created
Integration with CTI
Integration with CTI has been enabled again in the new version.
What's new in the quick search
New display of search results
The list of quick search results returned using the search field in the top banner has been revamped to display more information in an easily readable way.
Previous interface
New interface
| Zone | Description |
|---|---|
| (1) | Type is displayed |
| (2) | New button design: Create a new ticket; Access the list of tickets |
Principles of the quick search
- You configure the quick search using meta-objects defined in the Search Studio (available from Oxygen onwards).
- You define the search using criteria linked to each type of meta-object. The first five search results returned for each type of meta-object will be displayed.
Enter the string of characters per
- Search:
- For CIs: Search run in asset tags
For employees: Search run in names
- For CIs: Search run in asset tags
- Display:
- The first five CIs returned are displayed
- Next, the first five employees are displayed
- Click the first option
to run the search using all criteria. The global search results will appear.
All CIs with the string of characters per, followed by all employees containing the same string of characters per
Characteristics of the search results displayed
| Zone | Description |
|---|---|
| (1) | String of characters entered |
| (2) | Type is displayed |
| (3) | Access the form of the relevant record |
| (4) | When the search is run, only the first five results returned will appear for each type of element. Click the button to display all search results. |
| Only types that display users | |
| (5) | Display all open tickets for the user |
| (6) | Create a new ticket for the user |
What's new in the List view
Display of selected records
In versions 2016 and earlier, you could select an option to display only the selected records or all records. This option has now been integrated in Oxygen.
You can select the new option 
from the 
list at the right of the screen. You can toggle between the Show Selected Records Only option and the Show All Records option.
Show selected records only
Show all records
Search results manually refreshed
A new option 
is available in the list at the right of the screen. You use this option to refresh search results displayed in List views manually.
Switch to List view in views with grouping levels
Options have been added to views with grouping levels for tree fields such as location or department. In each grouping level, you can toggle between the Tree view and the List view.
What's new in the core
Reintegration of Self Service menus
The Home and My Services menus which were available in versions 2016 and earlier in the Front Office Self Service portal are now integrated in Oxygen.
- In the General section of the menu pane, you can now see two new menu items.
- The My Data menu item, corresponding to the Home menu.
- The My Department menu item, accessible to Department Managers.
- The menu items have been added to the menu editor.
- No license will be decremented when these two new menu items are used.
New Text Area (Secure - Text Only) field
Text fields available in forms enable users to enter text and insert HTML instructions. This mechanism presents a potential security risk because JavaScript code may be embedded within the content.
This is why a new Text Area (Secure - Text Only) field has been added to Oxygen. Its behavior is similar to the Memo field but it can only contain text. You cannot insert HTML instructions or JavaScript code.
Oxygen 1.6 - Build 2018.1.119.0
(2018-12-12)
General overview of the new interface
The Oxygen interface appears as follows:
| Section | Description |
|---|---|
| (1) | Top banner containing the search field, notifications and user information zone
|
| (2) | Sidebar menu pane |
| (3) | Work pane containing different types of information, such as  apps. |
(option is disabled - as in versions prior to Oxygen).
New menu (menu editor)
The new menu system is used to display by default a sidebar menu pane that is fully optimized for a given profile.
- It contains the main functionalities for the work to be performed by users. The functionalities are displayed for all users with this profile.
- It can be completely customized by each user.
General principles for the menu display
The menu pane displayed consists of the menu defined for the profile plus any customizations made by the user.
Menu displayed for existing customers
The new menu pane must be created once for each profile.
If no menu has been created yet, a default menu pane will appear.
- It will contain all of the menu items that users with the profile are authorized to access.
- Its contents are similar to that in previous
versions.
A default app is displayed for users. You can define its contents using the following default parameters.
Components in menus
A menu is made up of the following components:
- A folder
- A menu
- A app
- A URL (link to an external website)
Management of Profile and User menus
Profile menu
It is managed by administrators in profile management.
Click [ MENU ] to open the menu editor.
User menu
Users can configure their own menu pane by adding the menu items they require for their work.
- Only existing menu items can be added. You cannot create new ones.
- You cannot modify or delete profile menu items, except for the Home menu item.
Click the 
icon found at the bottom right of the menu pane to open the menu editor.
- The tree structure to the left corresponds to the one defined for the profile.
- Profile menu items are grayed out and cannot be modified.
General operating principles of the menu editor
Description of the tree structure
| Section | Description |
|---|---|
| (1) | Home menu item
|
| (2) | System folder
|
| (3) | Folder or menu item created in profile mode
|
| (4) | Folder created in user mode
|
| (5) | Menu item created in user mode
|
| (6) | Click to delete an item created in user mode |
| (7) |
[ RESET ] button: Used to reset the menu pane.
|
Add an item to the menu pane
Caution: To add apps to the menu pane, the server hosting the apps must first be defined. To do this, you must enter the value in Other Parameters > {MENU} Service Apps URL.
To add a menu item, proceed as follows:
1. Select the type of item you want to add
2. Configure the new item
3. Click 
to enter its name in different languages
4. Add the item to the tree structure in the menu pane
5. Click and drag the item to the position you want in the menu pane
Multilingual labels
Click to enter multilingual labels for folders and menu items.
Modify an existing item
Click the existing item to modify it. You can then modify its properties in the right pane.
Delete an existing item
Click 
next to the relevant item.
Description of options in the menu editor
Home menu item
The Home item is the first item in the menu pane.
- It is defined for the profile and can be customized by each user.
- It corresponds to a app that is selected among those the user is authorized to access.
Click the label, Home, to configure its settings.
The existing app can be reset to its default settings, i.e. the default app for the profile.
Folders
To add a folder, proceed as follows:
1. Select the type of item you want to add: Folder
2. Enter the name of the new folder
3. Click 
to enter its name in different languages
4. Add the folder to the tree structure in the menu pane
5. Click and drag the folder to the position you want in the menu pane
Link to a 
menu item
To add a link, proceed as follows:
1. Select the type of item you want to add: Menu
2. Select the menu item in the tree structure (2) or using the search field (3)
3. Configure the new item
- (4) Click to enter its name in different languages
- (5) Select the default view that will open when the screen is displayed in List mode
- (6) Select the default filter that will open when the screen is displayed in List mode
4. Add the item to the tree structure in the menu pane (7)
5. Click and drag the item to the position you want in the menu pane
Note: The tree structure displays all menu items that can be accessed by the profile. The first level corresponds to the items in the main menu bar in versions prior to Oxygen.
Link to Service Manager reports
reports are supported in Oxygen and their behavior is identical to that in previous versions.
Add Reports items
- The addition will be carry out in the same way as from an menu item, from the Reporting items available in each menu in the tree structure.
- You can add an item anywhere in the menu pane.
- You can rename each item.
Add reports to Operation
Run reports
In execute mode, click a report to open it in List mode. Its behavior is identical to that in versions prior to Oxygen.
Run Operation reports
Manage reports
- This is done by adding Reports items to the Administration menu.
- You can also manage reports via profile management by clicking Reports in each menu.
Link to a 
Service Apps app
To add a link, proceed as follows:
1. Select the type of item you want to add:
2. Select the app from the list of apps authorized for the logged-in user
3. Click 
to enter its name in different languages
4. Select the page that will open when the app is run
5. Add the item to the tree structure in the menu pane
6. Click and drag the item to the position you want in the menu pane
Link to a report
These functionality allows you to launch directly a report.
To add a link, proceed as follows:
1. Select the type of item you want to add: Report (1)
2. Configure the new item
- Select the report from the list (2)
- Click to enter its name in different languages (3)
- Select the view and the filter (4)
3. Add the item to the tree structure in the menu pane (5)
4. Click and drag the item to the position you want in the menu pane
Link to an external URL
This functionality is used to access any website. For security reasons, the website will always open in a new tab.
To add a link, proceed as follows:
1. Select the type of item you want to add: URL
2. Configure the new item
- Click to enter its name in different languages (2)
- Specify the URL of the website (3)
3. Add the item to the tree structure in the menu pane (4)
4. Click and drag the item to the position you want in the menu pane
Search/Command functionality
The new Search/Command functionality is intended to simplify operations for users.
- It combines most of the search functionalities available in previous versions and can also be used to run commands directly.
- This functionality is found in the top banner of the interface.
Access the history
When you click in the search field, the history of the most recent searches will appear.
Click one of the rows to display the form.
Note: The information displayed on the search results corresponds to the first field displayed on the object form.
Quick search
This is used to search for a string of characters in several tables or in a single field (the most relevant). You can configure the relevant tables and fields in the Search Studio.
The search is run once you have entered the first three characters.
One or more search results returned
- The first search result will automatically appear in the search field to complete the text you entered.
"Morley, Yvan" will appear even though you only entered "mor".
- Press < Enter > to open the corresponding form.
- You can also use the up and down arrows to select another search result.
Search for… option found at the top of the search results
- This is used to run the search in one or more tables (depending on the number of tables or meta-objects with matches) and to display the list of objects found.
- A dedicated search results page will appear.
Users returned in search results
You can make use of additional functionalities to create tickets and access open tickets.
No search results returned
You can then run a global multi-criteria search by clicking the Search option.
- You run a direct search on the names of employees. No result is returned.
- You run a global search that finds the string of characters gsdm in the employee's login column.
Global search for objects
This is used to search several fields in a single table.
You want to search for a user using the name, phone number, email address or employee number.
Quick access commands
The global search uses quick access commands that run search queries using the slash /.
- You can create and customize commands in the Commands Studio.
- Commands are divided into four categories, - wizards, services, filters and links.
- When you enter the slash / in the search field, a list of the existing commands will appear.
- Click one of the tabs to select a command category.
List of commands in Filters: /E runs a search in the Employee table while /EQ runs a search in the Equipment table.
Search fields for running commands
- You can use additional criteria after selecting a command. The name of the table to be searched appears in gray in the field.
Employee name; search table = Employee
- You can define the fields where the search will be run in the Search Studio.
- A list of the search results matching the value you entered will appear.
You run a search using the string of characters 788 in several fields of the Employee table. The search results will return users whose mobile phone number matches this string of characters.
Search Studio
This is used to define the tables and fields where the search will be run.
Note: We prefer the term meta-object to that of table because the latter is associated with databases.
- Select Administration > Studios > Search Studio in the menu to access the Search Studio.
- The screen is used to enable or disable the search for a meta-object, create new records or modify existing ones.
- Filters are used to display all records, only active records, or only disabled records.
Current limitations of the Search Studio
The limitations below are applied to the Search Studio to ensure optimal performance.
- Maximum 12 concurrent active searches
- Maximum eight fields displayed in Grid mode
- Maximum six fields for predictive entry
Configuration of elements for each search
The following elements can be configured for each search:
- The list of fields displayed by the predictive entry, when using the search field in the top banner
- Search of an object.
- A Filter quick access command call.
- Search of an object.
- The list of fields displayed in the results page dedicated to the
Search for… option
Configuration of meta-objects
| Section | Description |
|---|---|
| (1) | Name of the meta-object |
| (2) | Table associated with the meta-object |
| (3) | Parent query used for the configuration |
| (4) | List of fields in the parent query
|
| (5) | Grid display: Configuration of the results page when running a search via the Search for… option
|
| (6) | Auto-completion display: Configuration of the rows of search results when running a search via predictive entry
|
| (7) | Used to save data |
: Used to make the field available or unavailable for configuring Grid mode and Auto-completion mode
: Used to show or hide the field name in the list of search results via predictive entry.
Quick access commands: the slash '/' function
Quick access commands are divided into four categories:
- Filters: Apply a filter
- Links: Access an external link
- Services: Create a service
- Wizards: Run a wizard
Apply a filter
Filter for searching for employees using the /E command.
You apply a filter via a quick access command as follows:
1. Select the /E command in the search field
2. Specify the employee you want:
- Enter the name
or - Select it from the list of results returned via predictive entry
3. Press < Enter > to open the Employee form
Access an external link
Quick access commands are used to access external websites, such as search engines, directly from the search field. For security reasons, the website will always open in a new tab.
You can define the settings required for running the URL in the command. You can specify them when you run the command in the search field.
You want to access the Google search engine using the /Google command. Only the search string should be defined as the parameter.
The quick access command will open the Google search engine as follows:
1. Select the /Google command in the search field
2. Specify the search string:
3. Press < Enter > to run the search in Google in a new tab
Link to data in the database
You can link website parameters to data in the database.
You want to run a search on LinkedIn.com. You define the search parameter of the employee selected in .
The quick access command will run the search on LinkedIn.com as follows:
1. Select the /LinkedIn command in the search field
2. Specify the employee you want:
3. Press < Enter > to run the search on LinkedIn in a new tab
Create a service
You can create the most commonly used services using specific commands to avoid having to enter them each time.
You want to create a new access badge using the /NewBadge command.
The quick access command will create the service as follows:
1. Select the /NewBadge command in the search field
2. Specify the recipient for whom the request is submitted:
- Enter the name
or - Select it from the list of results returned via predictive entry
3. Press < Enter > to create the service
Run a wizard
provides over 400 wizards. The system of quick access commands is used to run most of them directly using the keyboard.
You can run the wizard for moving an employee using the /MoveEmployee command. You can also run the wizard from the list of employees and from the Employee form.
The quick access command will run the wizard as follows:
1. Select the /MoveEmployee command in the search field
2. Specify the employee to be moved:
- Enter the name
or - Select it from the list of results returned via predictive entry
3. Press < Enter >. The standard wizard for moving employees will be run in the same way as from the Employee form.
Commands Studio
This is used to define quick access commands that you can call using the slash / in the search field.
- Select Administration > Studios > Commands Studio in the menu to access the Commands Studio.
- In this screen, you can create and modify quick access commands that are divided into four categories, - filters, links, services and wizards.
General operating principles
| Section | Description |
|---|---|
| (1) | Command search field |
| (2) | Buttons for creating commands for each category, - filters, links, services or wizards |
| (3) | Click the sequence number to modify the command |
| (4) | Move the cursor over the row and click the trash icon to delete the command |
Filter commands
Call the quick access command
Configuration in the Commands Studio
| Section | Description |
|---|---|
| (1) | Code of the command |
| (2) | Name of the command which will appear in the search field
|
| (3) | Table or meta-object with which the command is associated
|
to enter its name in different languagesLink commands
A link to a website can contain parameters. When you copy a URL to the Commands Studio, it will be analyzed and the different parameters will automatically be detected.
- One row is displayed for each parameter.
- A specific color code is used to highlight them in the URL.
A wizard can help you enter the parameter if its value is linked to . For example, you want to search for an employee on LinkedIn. In this case, you must specify the table or meta-object containing the list of employees in the parameter.
Example 1: Search for a keyword in Wikipedia
Call the quick access command
Run the command
- In the search field, you specify the keyword used to run the search in Wikipedia.
- The search will be run in Wikipedia using the keyword and the corresponding page will appear in a new tab.
Configuration in the Commands Studio
- The URL for running a search in Wikipedia is as follows:
- Copy the URL and paste it in a Link command. Two parameters will automatically be detected and displayed in two different rows.
| Section | Description |
|---|---|
| (1) | Code of the command |
| (2) | Name of the command which will appear in the search field
|
| (3) | URL run by the command
|
| (4) | List of URL parameters
|
to enter its name in different languages
- Configure the search parameter which is used to specify the keyword for running the search in Wikipedia
- Value: Enter the @search@ internal variable. This enables users to enter the keyword they want
- Dynamic: Select the box to indicate that users can enter the keyword they want in Wikipedia
- Placeholder: Enter the text that will appear in the search field
Example 2: Search for a employee on LinkedIn
Call the quick access command
Run the command
- The list of employees will appear once you enter the first three characters in the search field.
- When you click the relevant row, this will run a search for the employee on LinkedIn.
Configuration in the Commands Studio
- The URL for running a search on LinkedIn is as follows:
https://www.linkedin.com/search/results/index/?keywords=Morse
- Copy the URL and paste it in a Link command. The keywords parameter will automatically be detected and displayed in a row.
| Section | Description |
|---|---|
| (1) | Code of the command |
| (2) | Name of the command which will appear in the search field
|
| (3) | URL run by the command
|
| (4) | List of URL parameters
|
- Configure the keywords parameter which is used to specify the employee name for running the search on LinkedIn. Users can use the data entry wizard that displays the list of employees.
- Value: Enter the @keywords@ internal variable. This enables users to enter the employee name they want
- Dynamic: Select the box to indicate that users can enter the employee name they want on LinkedIn
- Placeholder: Enter the text that will appear in the search field
- Meta-object: Select the Employee table in . This will display the list of employees via predictive entry
Service commands
Call the quick access command
Configuration in the Commands Studio
| Section | Description |
|---|---|
| (1) | Code of the command |
| (2) | Name of the command which will appear in the search field
|
| (3) | Service called by the command
|
to enter its name in different languages
Wizard commands
Call the quick access command
Configuration in the Commands Studio
| Section | Description |
|---|---|
| (1) | Code of the command |
| (2) | Name of the command which will appear in the search field
|
| (3) | Wizard run by the command |
| (4) | List of parameters specific to the wizard that users must specify after selecting the quick access command
|
Note: For the New Service Request and New Change Request wizards as well as similar wizards, only the first parameter, i.e. the service, can be defined. The first screen of the wizard will require users to enter the recipient.
Notifications
Notifications alert users that events have occurred. Events are visually displayed in counters in the notification bar found in the top banner.
The notification system in Oxygen has been reviewed. It now supports the most recent technologies and ensures improved performance while requiring less memory.
It is similar to the notifications sent by email in previous versions. The only difference is that instead of receiving emails, users are alerted that events have occurred via the dedicated notification icon 
to the left of the notification bar.
Note:
- The notification system manages notifications in the same way as in previous versions.
- Notification emails from the previous versions have been kept.
General description
| Section | Description |
|---|---|
| (1) | New notification in Oxygen, one of the mechanisms of the evie (easyvista intelligence engine) category |
| (2) | Late actions |
| (3) | Actions to be performed |
| (4) | Actions for my groups |
| (5) | New discussions |
Click each icon to see the notification details.
Click the #000x sequence number to open the corresponding form.
New notification system
evie users
New notifications are issued by a specific type of user, i.e. evie. In the Employee form, this means that the Is evie box must be checked.
Note: The field must be manually added to the form editor if it does not appear automatically.
Workflow process
You create evie notifications in the workflow via a new notification step.
Add the notification step to the workflow
Configuration of the step
Select the user who can issue the notification, i.e. the evie user
Grids (List mode)
Comparison with previous versions
Versions prior to Oxygen
Oxygen version
| Section | Description |
|---|---|
| (1) | Title of the screen |
| (2) | Select the wizards to run
|
| (3) | Run a local search in a column |
| (4) | Manage favorites
|
| (5) | Access contextual tools |
| (6) | List of filters |
| (7) | List of views |
| (8) | List of records |
| (9) | Number of records in the grid |
| (10) | Select records
|
Navigation in grids
Navigation in grids is now based on infinite scrolling.
- When you get to the bottom of the grid, the system will load the next batch of 50 rows.
- To ensure optimal performance, the system does not calculate the number of rows on the first page.
Record counter
- If the first page cannot display all of the rows, the record counter at the top will display 50+.
- When you reach the bottom of the page, the system will load the next batch of 50 rows. If rows remain to be loaded, the counter will display 100+.
- To find out the exact number of rows, you can click the counter. The text …+ will be replaced by the exact number of rows.
Display in forms
Oxygen version
Click the #00x sequence number to open the corresponding form.
Note: The sequence number of the record is calculated in real time. If you change the sort order or filter, the sequence numbers will be recalculated.
Versions prior to Oxygen
You clicked the 
icon to open the corresponding form.
You can re-implement this configuration in Oxygen by disabling the Show Grid Line Numbers option in the user information zone.
Sorting data in grids
Just like in previous versions, you can sort data in ascending or descending order by clicking each column header.
Local search in a column
You can run a local search by clicking 
displayed in the current column header used for sorting data.
- Click to display a data entry field.
- Predictive entry helps you search for values easily.
- Press < Enter > to validate your selection. The corresponding record will be highlighted in the grid.
Management of filters and views
Note: Filters and views are totally compatible with those in previous versions. They will be fully integrated during the migration.
Each list is associated with a certain number of customizable filters and views. You can access them in the lists found at the top of the grid.
- Within the list,
found to the left of the filter or view indicates that it is the one currently in use. - If you are authorized to do so, you can click the
icon found at the bottom of the list to modify a filter or view.
Grids with numerous columns
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 number of page indicator dots corresponds to the number of pages with columns.
Drill-down functionality
The drill-down functionality remains identical to previous versions for views with grouping levels.
Operating principle
- You access the list of lower-level records by clicking the name of the current level.
- When you click the #00x sequence number in a view with grouping levels, this will open the form of the record.
Display modes
The list to the left of the views enables you to select a display mode.
Display mode: Pie chart
- For Tree fields, the breadcrumb will appear below the title. You can return to a higher grouping level by clicking the name of the relevant level.
Selecting records
Click the relevant rows to select them.
The number of selected rows will appear at the top right of the grid.
Wizards
Wizards are displayed at the top right of the grid.
- The most recently used ones are displayed as buttons.
- Click the
icon to see the other wizards.
Forms
Forms have been significantly revamped to maximize the information displayed and simplify their use.
General description
| Section | Description |
|---|---|
| (1) | Icon and name of the object |
| (2) | Used to open the form editor |
| (3) | Wizard for creating new objects |
| (4) | List of contextual wizards to the form |
| (5) | Used to save modifications |
| (6) | Summary of the form (most important information) |
| (7) | Details tab: Detailed information on the object |
| (8) | Discussion tab: List of discussions related to the object |
| (9) | Related elements with information |
| (10) | Related elements without any information |
General operating principles
Save button
The [ SAVE ] button can have three statuses.
| It is grayed out when no modifications have been made | It is enabled once a field is modified | It is green while modifications are being saved |
 |  |  |
Data entry fields
The current data entry field is underlined in green as a visual cue for users.
Simple fields:
You can enter data directly in the field.
Related fields (fields from another table, e.g. users in the Equipment form)
You can enter data in two ways:
- In a popup window that displays a list of repository values:
- In a simple field, click the
icon that is displayed when the cursor moves over the object
You want to access the list of users from the Main User field.
- In a Tree field, click the
icon that is displayed when the cursor moves over the object
You want to access the hierarchy of locations from the Location field.
- In a simple field, click the
- Via predictive entry once you have entered the first three characters:
Displaying details
In related fields, the 
icon is displayed when the cursor moves over the object. Click this icon to display the details of the object in a popup window that will appear to the right of the screen.
Note: In previous versions, when you clicked the magnifying glass icon, the form displaying the details of the object would open and replace the current window.
- Click x to close the popup window.
- Click [ FULL DETAILS ] to open the form.
When you click the icon in the Details popup window, nested windows will appear.
Details on the location within the user popup window
is used to return to the previous popup window.- Click x to close all popup windows.
Adding new objects
You can use the wizard found at the top right of the list or form to add a new object.
Summary of the form (overview)
The summary, found below the title, contains the most important information in the form.
- By default, the first six fields of the form are displayed.
- You can customize the list of fields to be displayed when you open the form in Edit mode. Then you should fill in the Overview area.
- Select the query from the list of queries linked to the same table as the form.
- Select the view dedicated to the overview of the form (you can either use the List view or you can create a new view).
- The first fields in the view will automatically appear. The number of fields displayed depends on the width of the screen.
Related elements
Versions prior to Oxygen
- Related information was displayed in tabs.
- Within each tab, information appeared in grids.
- You clicked
in the tabs of certain related elements to add a new element.
- You clicked
in the tab of a related element to delete the related element or its link.
Oxygen version
- Related information is displayed in two tabs, depending on whether there is any data.
- The Related Elements tab, permanently displayed next to the current form, shows related elements with up to four records.
- The More tab contains related elements without any information.
- Information on related elements is displayed in cards.
- You can click each card to view its details.
- By default, four cards are displayed. The [ VIEW ALL ] button is used to display additional cards in a popup window.
- You can click each card to view its details in another popup window.
is used to return to the previous popup window.- Click x to close all popup windows.
- Use the New wizard found at the top of certain related elements to add a new element.
- Move the cursor over a card and click the trash icon to delete the related element or its link.
Management of incidents, requests and tickets
The Incident/Request forms based on the SD_REQUEST table provide specific layouts with enhancements as compared with standard forms.
Functionalities specific to Incident/Request forms
Title field
A Title field has been added to the SD_REQUEST table. It is used to store the title of the incident/request.
Note: If you implemented the title via an available field in previous versions, you are not required to modify your configuration.
Merging of Operation and Transition actions
New menus have been implemented to simplify action management.
Counters in the notification bar redirect users to lists based on these new queries.
Action timeline
The timeline is a new graphic display of the list of actions performed for a given incident/request.
Versions prior to Oxygen
Actions were displayed in a table whose columns were frozen. Because of this, important information based on the type of action was not always displayed.
was used to view information on an action in a popup window.- You clicked
to open the form.
Oxygen version
Each entry in the timeline corresponds to one action = one row in the table in previous versions.
Information is no longer frozen but varies depending on the type of action. As a result, the most important information on each action is immediately visible.
- For Send Email actions, you can display all of the contents by clicking the arrow at the bottom of the action to expand the window.
- When you click the action icon in the timeline, its details will appear in a popup window.
- Click x to close the popup window.
- Click [ FULL DETAILS ] to open the form.
The timeline is divided into two sections:
- To Do actions are found in the top half.
- Completed actions are found in the bottom half. You can no longer modify them.
You can access wizards in two ways:
- Wizards globally applicable to the timeline are found at the top of the timeline. For example, you can save an action, suspend or open the processing of an incident/request.
- Wizards specific to each action that is uncompleted and assigned to a user or to one of the user's groups, are found within the action pane.
- You can access the Transfer and Finish wizards easily because they are displayed as buttons. Click
to access less recently used wizards. - You can enter a comment directly in the timeline.
- You can access the Transfer and Finish wizards easily because they are displayed as buttons. Click
Full text search
You can now run a full text search directly from each Incident/Request form (based on the SD_REQUEST and AM_ACTION tables) by clicking 
found in the right sidebar.
Its behavior is identical to that in versions prior to Oxygen.
| Section | Description |
|---|---|
| (1) | Used to place the search pane above or on the side of the current form |
| (2) | Used to close the search pane |
- Search results are displayed in order of relevance.
- Click one of the rows to display the form in a popup window.
- Click x to close the popup window.
- Click [ FULL DETAILS ] to open the form.
Management of tickets
The ticket process has been considerably simplified in Oxygen. It now uses the search functionality.
Creating a ticket
If users are returned by the search, buttons specific to the ticket will appear if you have the appropriate access rights.
| Section | Description |
|---|---|
| (1) | Field used to run a search for users |
| (2) | Display the user's open tickets (keyboard shortcut Alt + S). The ticket list will be displayed.
|
| (3) | Create a ticket for the user (keyboard shortcut Alt + N)
|
Description of the Ticket form
The functionalities available in this form are identical to those in versions prior to Oxygen.
- The form does not have any timeline. At this point in time, only the Ticket action is displayed.
- The conditional display of news articles is enabled in the related elements.
- You can run a full text search
using the title of the ticket.
- The details of the corresponding knowledge article will appear in a popup window.
- The [ USE FOR SOLUTION ] button enables you to close the ticket by copying the selected knowledge article to the Solution field.
What's new in the core
License management
In previous versions, licenses could be acquired by module, e.g. Operation, Transition, etc.
This concept of module has been scrapped. Now, licenses are all global ones that encompass all modules.
New access management
The elimination of modules has an important impact on access management. It has been simplified and most access rights are now available on a single page.
| Section | Description |
|---|---|
| (1) | Name of the profile |
| (2) | Options |
| (3) | Used to access the master menu |
| (4) | Used to define the profile menu |
| (5) | Used to save modifications |
| (6) | Tree structure of menu items
|
| (7) | Filters and views associated with the menu item.
|
| (8) | Wizards associated with the menu item.
|
| (9) | Related elements associated with the menu item (visible in tabs in the form.
|
| (10) | Conditional form presentations associated with the menu item.
|
Migration policy
Because license management and access management have both been revamped, they are no longer compatible with previous versions.
Former profiles configured in previous versions are still enabled but by default, all access rights have been assigned to them.
Caution: You should edit each profile and modify the access rights as required.