ev|Service Manager - Q2.2015 - Release Notes
Current Version : 2023.4.108.0.05See the Previous VersionSee the Next Version
WarningReleaseNotes
What's new in questionnaires
Extensive work has been done to standardize the types of questions that can be used in questionnaires for default values and mandatory fields. Dynamic content or dynamic default values are now available for certain fields.
Caution: The new questionnaire system is based on a new storage format. Previous questionnaires will automatically be converted to the new format. However, you can no longer export a questionnaire and re-import it in an earlier version.
Dynamic content in answers to questions
- The content of answers displayed in grids or with radio buttons can now be determined by an SQL query. A static or dynamic radio button is used to select the type of content and a dedicated interface helps users formulate the SQL query.
- You can create questions whose answers are the result of a database query. This means that different questions can be created depending on the type of request, the logged-in user or the general context. This functionality, which already existed for SQL list questions in earlier versions, has been extended to other types of questions such as radio buttons, grids and checkboxes.
- Radio buttons displaying a list of titles
Setting Result
- Grid where users can select one or more job titles
Setting Result
Modifications to default values
Standardization of static default values
The default value concept has been generalized and broadened to include fields that previously had none: Checkboxes, dates, date/time, durations, lists, radio buttons and grids.
- Radio buttons
- Date
- Date/Time
Dynamic default values using SQL queries
Default values can now be the dynamic results of SQL queries. When only one default value is expected (in most cases, except for SQL grids), the system will automatically add a TOP 1 to the query so that only one value is returned.
- Radio buttons: the ‘Mrs.’ value was selected by default using a query
Setting Result
- Grid: the values starting with the word "Officer" were selected by default using a query
Setting Result
Standardization of mandatory values
For the sake of consistency, mandatory values have been extended to include radio buttons.
Miscellaneous
Questions dedicated to Service Apps
You can specify if certain questions are available only for apps created using EasyVista Service AppStore. This means that these questions will not appear when questionnaires are run in EasyVista Service Manager. To manage this functionality, a specific column has been added to the question management wizard.
Memos
You can now choose the behavior of the fill action in the target fields for memo questions. If the target field already contains information, you can choose to overwrite or insert text before or after the existing information. You can access this action in the same way as the modification of target fields:
Life cycle of incidents and requests
Principle
The life cycle of incidents and requests is displayed in a breadcrumb at the top of the screen. Users are therefore able to view progress for the displayed element quickly as the workflow moves forward.
Incident whose life cycle progresses through different steps, from start to closure.
Workflow step | Visualization |
---|---|
Breadcrumb has not been initiated | ![]() |
Workflow progress: Plan step | ![]() |
The following rules are applicable:
- The life cycle corresponds to a set of gradual progress actions, e.g. request, validate, prepare, deliver, close.
- A given workflow can be associated with only one life cycle.
- A given life cycle can be associated with one or more workflows.
- Each step of the workflow can then be associated with a specific progress action in the life cycle.
- The progress of an element in the workflow changes when it moves from one step to another in the workflow associated with the life cycle.
- Special attention must be paid to loops and branches in the workflow in order to maintain a consistent life cycle.
Life cycle associated with a workflow
Notes:
- You can see that not all progress actions in the life cycle has been associated with the workflow, e.g. the Approve step.
- In the parallel split, the two final steps, 1.1.1 and 1.2.1, are associated with the same life cycle progress action.
- You can see that rejection in step 1.2.1 means that the workflow returns to step 1. This move corresponds to a move backwards in the life cycle.
Managing life cycles
- You access life cycles by selecting References > Life Cycle in the menu.
- A list of the different life cycles will appear. The update wizard enables you to edit the selected life cycle.
- If the life cycle is associated with current workflows, a warning message will appear.
- You are allowed to modify current life cycles as long as you comply with certain conditions, e.g. you must not delete a progress action.
(1) Selection of the current step for previewing () the life cycle
(2) Inserting/Deleting progress actions within the life cycle You can only delete a progress action if the action is not assigned to any current workflow step.
(3) Order of the step
(4) Name of the progress action (translation into multiple languages possible)
(5) Number of opened workflows corresponding to the progress action
(6) Optional background color for progress actions that are not yet performed
(7) Optional text color for progress actions that are not yet performed
(8) Buttons for arranging the order of progress actions
(9) Button for adding a progress action at the end of the list
(10) Previewing the breadcrumb
Integration in workflows
- In the Workflow Editor, you can indicate the associated life cycle.
- Next, you must associate the progress actions in the life cycle with selected steps.
What's new in the Workflow Editor
The interface of the Workflow Editor has now been aligned with the Service Manager style guide. Modifications have been made to the graphic presentation of icons and the alignment of labels in workflow steps.
Asynchronous 'Finish' wizard
To improve performance significantly, the 'Finish' wizard is now asynchronous. It returns control as soon as it is closed enabling you to continue working almost immediately.
As a result, data in the main screen may not be up-to-date, e.g. indicators or lists. This is because the screen may be refreshed before the corresponding calculations are completed.