ev|Service Manager - H1.2016 - Release Notes

Last modified on 2023/07/25 16:28

Current Version : 2023. the Previous VersionSee the Next Version


   •   You will find only releases with new features on this page. To find releases with only bug fixes, please consult the Change Log pages.

  • This is a version release document. Some of the screenshots may show a slight difference compared to the release version as we are constantly seeking to improve the design and usability up until the release date.

   The pages on the wiki detailing latest news will be updated soon. For more up-to-date information, please consult What's New in the Wiki page.

        Open url.png  see Known Errors

What's new in the graphic interface


Changes in the new style guide are based on three principles:

  • Readability
  • Cross-functional standardization
  • Consistency with Service Apps

All icons have been redesigned and streamlined to make their appearance less aggressive. The color palette has also been revamped for a more pleasant user experience. The most important elements and text will be highlighted in bold in all screens, namely in forms and wizards.

Certain changes may initially appear quite surprising but users will adapt easily to them.

Key points

New cross-functional features

  • Standard icons are displayed in grayscale to avoid monopolizing user attention to the detriment of other information.
  • Object icons are now circular to ensure consistency with Service Apps.

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Headers in forms and grids

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  • Icons in the toolbars are consistent with Nouveautés 1_html_m1b6e30b4.png.
  • Buttons have been reorganized and separators have been added to make the structure more logical.
  • The Save action, traditionally represented in the form of a floppy disk, has now been replaced with the more modern Nouveautés 1_html_m63a083cf.png icon ENom Service Apps.

Forms and wizards

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  • Forms occupy more horizontal space.
  • The tab bar is better displayed to show tabs containing information Nouveautés 1_html_1da7547b.png.
  • Field names no longer appear in bold. However, the contents in fields now appear in bold to highlight the most important information.


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  • Horizontal lines in grids have now been replaced with alternating colors for odd and even rows.

What's new in questionnaires

Dynamic values

Dynamic values are used in questionnaires to extend the system of conditions and constraints. You can also compare elements whose values vary in real-time, such as database values, etc.

Implementation principle

  • You can access this by selecting References > Questionnaires: Dynamic values.

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  • By default, the list contains the standard dynamic values shipped with the EasyVista application.
    • The type of all standard dynamic values is datetime.
    • However, you can create dynamic values whose type is different.

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  • You can create or modify a dynamic value in the Update wizard for configuring dynamic values using SQL queries.

    Note: Previously, the standard dynamic values shipped used functions for calculating dates and smoServer advanced functions such as RTZCONVERT.

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  • Before being used in a questionnaire in a condition or constraint, the dynamic variable must be assigned to the questionnaire in a data entry form. You should select References > Questionnaires > Manage Questions and click the [ Assign the Ddynamic Values ] button.

    Note: Dynamic values should be assigned to the questionnaire to ensure optimal performance. Dynamic variables are calculated before the questionnaire is displayed. This means that only the variables used will be calculated instead of all dynamic variables.

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  • You cannot unassign a variable which is being used. Click the Nouveautés 2_html_207c5400.png icon to modify the corresponding dynamic variable. Click the [ Create a New Dynamic Value ] button to add a new one.
  • Click the Nouveautés 2_html_m7a5f0cb1.png icon to assign an existing variable. A new row will be added. Click Nouveautés 2_html_6ad1190a.png to display the list of existing dynamic values.

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Example documentation icon EN.png
Below are different examples using standard SQL queries, such as DATEADD, DATEDIFF, GETUTCDATE, etc. You can use them as a starting point for creating more complex dynamic values.

Variable name Content

Managing constraints

The system of constraints enables you to facilitate data entry by adding dynamic controls in each field. These validate the contents of the fields before the questionnaire is saved and as such, help prevent data entry errors.

Note: Previously, the only constraint available was to make data entry in certain fields mandatory. This constraint is still available.

  • Constraints are tested dynamically when you enter data in the questionnaire. If a constraint is not respected, a message will appear when you exit the field.

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  • Fields with non-respected constraints will be highlighted in yellow.

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  • A new column added to the Manage the Questions of the Questionnaire window is used to create and modify constraints.
    • Icons of different colors are used to indicate the rows in which constraints cannot be added, the rows already containing constraints and the rows without any constraints.

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  • Click the Select ok icon.png icon to create or modify a constraint.
    • The possibilities available depend on the type of field. You can add up to ten constraints in a given question. You should separate constraints using the OR and AND operators.
    • The constraints dialog box contains examples that you can reuse by copying and pasting them. Click the Nouveautés 2_html_11f283f6.png icon to open the EasyVista wiki containing more examples.
    • You can enter multilingual text in a field. This text will be displayed to users when the constraint is not respected.

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Different types of constraints

  • Compare the field with a fixed value

Example documentation icon EN.png Check that the answer to the Age question is between 18 and 67

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  • Compare the field with a dynamic value

Example documentation icon EN.png Check that the arrival date is earlier than the current date using the @now standard dynamic variable shipped

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  • Compare the field with a previous answer

Example documentation icon EN.png Check that the departure date is later than the arrival date

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  • Run calculations on numeric values and dates

Example documentation icon EN.png Check that the departure date is three months later than the arrival date

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Example documentation icon EN.png  Run calculations on a numeric value

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Specific characteristics of certain types of constraints


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  • Constraints may be based on a comparison with a regular expression.

Example documentation icon EN.png Check that a valid email address or URL was entered

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  • Constraints may be based on a comparison of strings.
    • For a static value:
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    • For a dynamic value: Check that the string contains, starts with or ends with a specific string. This string can be static or retrieved from a dynamic value.
               Nouveautés 2_html_49ceffb9.png


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  • Constraints may be based on a comparison of two dates.
    • The difference between dates is a numeric value that can be expressed in days, months or years.
    • This also works with a previous answer or dynamic value.


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  • Constraints may be based on a comparison of two answers, i.e. the answer specified and a previous answer or dynamic value. You can use four operators.

Constraints on uploaded documents

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  • Constraints may be based on the file size or file extension.

New type of question, Signature

Signature, a new type of question enables you to make a freehand sketch, save it as a PNG file and attach it to a service request.

  • This functionality is mainly used to add the validator's signature for validating a service request.
  • You can enter the signature using your mouse or a pen (device mainstreamed with Microsoft Surface).

Implementation principle:

  • In the Question Editor window, select Signature from the Type drop-down list.

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  • In the questionnaire, the question will appear as a rectangular text field in which the signature can be entered.

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  • The image of the signature is saved as a PNG file. The file name will correspond to the name of the question. The file will be attached directly to the request.
  • Subsequently, you can view the file just like any other attachment.

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What's new in the Service Desk

Major incidents

This new button [ Declare Major Incident ] displayed in a quick call, enables you to add a private or public news article related to the occurrence of a critical problem when creating a new incident.


  • The button is a shortcut to the Report major incident wizard.
  • If you've customized the content of the Quick Call, the button will not show up after the upgrade. This is done on purpose to limit the impact of your configurations -  Open url.png  see the procedure to add it manually
  • If you want the button to appear depending on the profile of the logged-in user, you should define conditional form presentations by editing the top of the quick call.

Implementation principle

  • A Service Desk employee receives a call from a user who is unable to send emails. After some investigation, the Service Desk employee discovers that the email server is down. The Service Desk employee decides to create a public news article to inform other users about the problem.
  • This news article is added using the [ Declare Major Incident ] button available in the quick call interface.

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  • The Report Major Incident wizard will appear enabling you to enter the title and news content.

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  • The list of major incidents will appear in the News zone of the quick call to establish a link with the current incident.

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  • If the incident is a related incident, the usual process for this type of incident will be applied.
  • If the news article is public, it will appear:
    • In all Self Service interfaces.
    • In the News zone in the Home page.
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    • In the list of news articles in the user information zone at the bottom of the window.
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Incident and request templates

This new button [ Copy From Template ] displayed in a quick call, enables you to access a list of incident templates. You can select one of these templates to preload data to certain fields of the incident.


  • The button is a shortcut to the Use an Incident or Request Template wizard.
  • If you've customized the content of the Quick Call, the button will not show up after the upgrade. This is done on purpose to limit the impact of your configurations -  Open url.png  see the procedure to add it manually

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Implementation principle

  • Click [ Copy From Template ] to display a list of the ten most recent templates.
    • The description, category and CI of each template are displayed in the table.
    • Click Nouveautés 3_html_e7f7c13.png to view the entire description.
    • You can run a search on a keyword in the description.

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  • Click one of the radio buttons to select the template you want. Next, click [ Apply ] to preload the fields from the incident template to the current incident.

Adding new templates: Any incident can be defined as a template. To do so, select the Is a template option displayed in the form.

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Managing preloaded fields: By default, all of the fields in the incident template will be preloaded except for certain system fields. The list of fields defined in the parameter below will also be excluded.

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Full Text Search history

When you run a full text search, the history of past searches will be displayed with their keywords.

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Mail Components

The Mail Components functionality is used to extend the configuration of emails sent by the workflow engine by defining variable components in emails. These components can subsequently be modified independently of the emails defined in the workflow. Modifications made will automatically affect new emails.

Implementation principle

  • Select Administration > Parameters in the menu to define email components.

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  • A list of email components will appear. You can add new components and modify the existing ones.

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  • You use the usual WYSIWYG editor to define an email component.
        Note: The name of the email component should not contain any spaces.

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  • In the window for creating an email, you can add components by inserting new tags with the following format, #[MAIL_PART.MailComponentName]#. These tags are listed in the Mail Components tab in the data entry wizard displayed when you click the relevant icon.

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What's new in access management

Managing access to reports

You can now manage access to report folders and hide specific folders from users with certain profiles.

Implementation principle - Example

  • In the Operation > Reports menu, only one folder called Activity Monitoring should be displayed for the Service Desk – Operator profile.

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  • In the list of reports, there is a new Filter drop-down list that you can use to manage access to folders.

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  • Two filters are first defined:
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    • The All Reports filter, which displays all folders. This filter should not be available for the Service Desk – Operator profile.
    • The Activity Monitoring filter, which displays only one folder. This filter is available only for the Service Desk – Operator profile.
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  • By default, a new filter is available for all profiles.

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  • Open the All Reports filter and define this filter as invisible to the Service Desk – Operator profile.

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  • When users whose profile is Service Desk – Operator log in, they can only see one filter which allows access to only one folder called Activity Monitoring.

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Other new developments

Export module packages

New functionalities have been added to the export module. You can now include different types of EXP in a single export. This functionality is used, for example, to export all of the files modified since a given date.

Previously, only the EXP of a given type could be exported.

Implementation principle

  • Select Administration > Import/Export in the menu to access this functionality. The Export option has been added to the top of the list.

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  • Select the elements you want and run the export. A compressed file will be generated.

New View editor in JavaScript

This version sees the continued replacement of modules developed using Flash with equivalent ones developed using JavaScript.

Functionalities in the new editor are identical to those that were available in the Flash editor.

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Printing workflows

You can now print workflows using a dedicated icon, Nouveautés 4_html_6f293e8d.png.

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Adding links to the EasyVista wiki

You can now access the wiki online help resources using a dedicated icon, Nouveautés 4_html_11f283f6.png.

  • In grids and forms, you should click Nouveautés 4_html_m12ccefd3.png.

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  • In certain dialog boxes

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Two or more email addresses per user

You can now specify two or more email addresses for a given user. You do this in a dedicated tab in the user form.

The secondary email addresses are used by the Technical Support Agent in order to improve identification of the email sender. If an email is sent to the Technical Support Agent using a source address other than the main email address, the sender can still be identified if the source address matches one of the secondary email addresses specified.

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Locking time sheets

This functionality is useful if your company has a time sheet validation procedure. During the validation phase, time sheets cannot be modified.
         Note: The validation phase itself is not managed because it depends on company-specific rules.

Implementation principle

  • The value of the IS_LOCKED_PROGRESS_POINT field in the AM_ACTION table must be True for the relevant actions. You can do this for management rules, scheduled alerts, etc.
  • When the value of the field is True, the relevant section of the time sheet can no longer be modified.

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Improved document uploads

  • The name of the user who sent the document is now displayed in the list of documents.

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  • You can now manage access to documents in Self Service interfaces using the Public option. Only those documents where this new option is selected will be visible to users on the portal.

Removing the Outlook synchronization module

The synchronization module for Outlook calendars is no longer maintained in this version and will technically be removed in the next version.

EasyVista is currently studying other solutions because the mechanism used (via MAPI) includes several functions deprecated by Microsoft.

Configurable project number

You can now configure the project number using auto-increment fields.

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Optimized processes

Purge module

The purge function has been revamped in order to:

  • Avoid timeout issues when purging numerous records.
  • Prevent the blocking of MSSQL processes.

Project module

Several views have been optimized in the Project module. The table below shows the results of optimized displays in the module.

Function Without optimization With optimization
Project Portfolio > My Projects 178 0.096
Project Portfolio > All Projects 7.121 0.231
Project Portfolio > My Projects 0.576 0.294
Project > Our Projects (Participants) 0.242 0.195
Project > Our Projects (Groups) 0.293 0.064
Project > All Projects 7.177 0.496
Project form 1.378 0.978
Project form > List of tasks 1.869 0.207
Task form 0.873 0.273
Gantt diagram 3 2

Annex: How to add buttons to Quick Call

If you've customized the content of the Quick Call, the new buttons [ Declare Major Incident ] and [ Copy from Template ] will not show up after the upgrade. This is done on purpose to limit the impact of your configurations.

To add them:  

1. Open Quick call and switch to Edit mode via Tools icon.png > Edit icon.png [ EDIT ].

2. Place an Icon object where you want it to show upon the form: Click on the grip Grip icon.png to move the object to the best place.

3. Open the Properties Inspector via Inspector properties icon.png and complete as follows:

  • Alias for multilingual labels of the buton: Click on Multilingual labels icon.png, type the labels then hit [ APPLY CHANGES ].
  • Parent Key: Select SD_REQUEST.REQUEST_ID.
  • Wizard Name: Click on [ EDIT ] and select the relevant wizard:
    • Declare Major Incident: HD - Report Major Incident
    • Copy from Template: HD - Use an Incident or Request Template

4. Click on [ APPLY CHANGES ] and then on [ CLOSE INSPECTOR ].

5. Save the changes via [ CLOSE AND SAVE ].

Declare major incident Copy from template
Report Major Incident - Properties Inspector.png Incident or Request Template - Properties Inspector.png
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